Acceptable Use Policy

1. Why this policy exists

Email works only when recipients trust it. CapySend is a multi-tenant service, and sending reputation can be shared. When you use hosted sending, your behavior can affect other customers who send through the same channel. Your email also affects the people who receive it. This policy sets clear rules so recipients can trust the email they get and so one workspace cannot harm the sending reputation of others.

2. Who this policy applies to

This policy applies to every workspace, member, API key, and AI agent that uses CapySend. You are responsible for what your agents and API keys do. If you give an agent or API key access to CapySend, you are responsible for its sending behavior.

This policy is part of our Terms of Service.

You may not resell the service to third parties without our written agreement. TO CONFIRM: whether reselling is prohibited

3. Who you may email

You may email only people you have a lawful basis to contact. You must be able to explain why this person should receive your message, and you must comply with the law where the recipient is located.

You must not email:

• addresses from a purchased, rented, exchanged, scraped, or publicly harvested list;
• addresses you have never contacted and have no lawful basis to contact, as part of a cold blast;
• anyone who has unsubscribed, is on your suppression list, or whose address has bounced.

Examples of what you may do:

• You email a specific business contact because their role is relevant to your offer, you keep the batch small and targeted, you include a working opt-out, and you follow the law where the recipient is located.
• You email people who asked to hear from you or who have a lawful basis to receive your message, and you stop when they opt out.

Examples of what you may not do:

• You upload a list you bought, rented, exchanged, scraped, or copied from public sources.
• You send a cold blast to a large list of addresses you have never contacted.
• You keep emailing someone after they unsubscribe, after their address is suppressed, or after it bounces.

4. What you may not send

You may not use CapySend to send:

• phishing messages;
• messages that impersonate a person or brand;
• messages with a forged sender;
• malware;
• scams or fraud;
• illegal content;
• messages that hide or remove the unsubscribe method.

5. Keep the guardrails on

CapySend has guardrails: human approval by default, contact policies with allow and block lists, domain warm-up daily limits, and suppression lists for unsubscribes, bounces, complaints, and manual blocks. You must not bypass, disable, or work around these guardrails. You must not:

• bypass approval;
• bypass contact policies, warm-up limits, or suppression lists;
• use multiple accounts or workspaces to evade limits.

You are responsible for your agents and API keys. Email an agent or API key sends counts as email you send.

6. Legal requirements

You must comply with the laws that apply to your email, including CAN-SPAM, CASL, GDPR/ePrivacy, and China's Personal Information Protection Law. You must follow the law where the recipient is located.

Marketing email must include a working unsubscribe method and a real sender address. Unsubscribes must take effect promptly; CapySend handles unsubscribe requests automatically.

7. Hosted sending

Hosted sending is an add-on. It sends through CapySend's Amazon SES account. You must apply and pass manual review before hosted sending is enabled. We may refuse or revoke hosted sending.

8. How we enforce this

We monitor bounce and complaint rates. High rates may lead to suspension of sending. TO CONFIRM: our specific bounce and complaint rate thresholds. For reference, Amazon SES suggests keeping bounce rates below 5% and complaint rates below 0.1%. These are industry reference values, not our hard thresholds.

We may suspend sending or suspend your workspace. Before we suspend your sending, we will notify you and state the reason. You can appeal, and a human will review your appeal within 48 hours. While sending is suspended, you can still receive email, view your workspace and export your data.

Repeated or serious violations can lead to closing the workspace under our Terms of Service.

In cases of severe abuse, such as phishing, malware, or an ongoing large-scale complaint event, we may suspend first and notify afterwards. TO CONFIRM: whether this exception is accepted.

9. Reporting abuse

To report abuse, email [email protected] with the message headers if you have them.