Acceptable Use Policy

Last updated: August 5, 2026

1. Introduction

This Acceptable Use Policy governs the use of services provided by JetEmail Pty Ltd ("JetEmail", "we", "us", or "our"). This Policy forms part of your service agreement with JetEmail and applies to all customers using our Outbound Email, Inbound Email and Marketing Suite services.

This Policy applies to everything you do through the Services, not only to the messages you send. It covers contacts and lists you store, images and files you upload, hosted and embedded signup forms, hosted unsubscribe pages, automation workflows, API use, tracking domains and redirect destinations.

Email deliverability depends on the collective reputation of all users on our platform. To maintain high deliverability standards and comply with applicable laws, we enforce strict guidelines regarding acceptable use of our services.

JetEmail reserves the right to suspend or terminate accounts that violate this Policy. Depending on the severity of the violation, we may provide notice and opportunity to remedy the violation, however serious violations may result in immediate suspension without prior notice. Refunds will not be issued for policy violations, and once emails are transmitted, partial refunds for unused quota will not be provided.

2. Performance Requirements

All email transmission through JetEmail services must maintain the following performance standards:

  • Complaint Rate: Must remain below 0.1% (one complaint per 1,000 emails sent)
  • Bounce Rate: Must remain below 5% (including both hard and soft bounces)

Accounts exceeding these thresholds may be suspended immediately without prior notice to protect our infrastructure and maintain service quality for all customers.

These thresholds are triggers for review, not safe harbours. Staying below them does not make sending acceptable if the underlying list, content or practice breaches this Policy. Fraud, unlawful content or a single serious incident can justify immediate action at any complaint or bounce rate.

3. Recipient Provider Distribution (Outbound Email)

This section applies to Outbound Email relay traffic only. It does not apply to the Marketing Suite, where a permission-based list naturally concentrates on whichever mailbox providers your audience uses.

Outbound Email sent through JetEmail must be distributed across a balanced mix of recipient mailbox providers. You must not direct a disproportionate share of relay volume to any single provider (e.g. Gmail, Outlook, Yahoo).

  • Single provider cap: No more than 70% of your total Outbound Email volume may be directed to any one mailbox provider within a rolling 30-day period.
  • Minimum diversity: Outbound sending must target at least two distinct mailbox providers within any 30-day period.

Exceptions may be requested by contacting legal@jetemail.com and are granted at JetEmail's sole discretion. Breach may result in enforcement action under Section 12.

4. Prohibited Uses

Sending Practices

The following sending practices are strictly prohibited:

  • Spam: Sending unsolicited bulk emails, mass marketing to purchased lists, or any form of unwanted commercial email
  • Phishing: Fraudulent emails designed to steal credentials, personal information, or impersonate legitimate entities
  • Poor Quality Lists: Sending to lists that result in high bounce or complaint rates, including old, purchased, or scraped email addresses
  • Misleading Identity: Falsified or misleading sender names, from and reply-to addresses, headers, or subject lines that misrepresent the content of the message
  • Harassment: Using our service to intimidate, threaten, or harass individuals or groups
  • System Abuse: Attempting to overload, damage, or interfere with JetEmail's infrastructure or other services
  • Malicious Content: Distributing malware, viruses, or other harmful code
  • Tracking Evasion: Circumventing our logging, suppression, rate limiting or abuse detection, including through link cloaking, redirect chains or alternative accounts

Child Safety

Child sexual abuse material and child sexual exploitation are absolutely prohibited, in every part of the Services and without exception.

You must not upload, host, store, send, link to, solicit or facilitate access to child sexual abuse material, sexualised depictions of minors, grooming content, or any material that sexualises a person under 18. You must not attempt to evade detection of such material. We report suspected material to the relevant authorities and terminate the accounts involved immediately and without notice.

Images stored or served through the Marketing Suite may be scanned for known child sexual abuse material by us or our infrastructure providers, as described in our Terms of Service and Privacy Policy.

Prohibited Content

Emails containing or promoting the following content are prohibited:

  • Illegal goods or services
  • Adult content or escort services
  • Pharmaceutical products
  • Gambling services
  • Multi-level marketing schemes
  • Get-rich-quick opportunities
  • Payday or short-term loans
  • Credit repair services
  • Email list brokers or rentals
  • Social media engagement services
  • Cryptocurrency schemes
  • Investment scams

6. Email Marketing Requirements

If you use our Services for email marketing, you must comply with the following requirements.

Required Email Elements

All marketing emails must include:

  • Clear identification of the sender
  • Accurate subject lines that reflect the email content
  • Valid physical postal address
  • Prominent and functional unsubscribe link in the message content
  • Clear indication if the email is promotional

For Marketing Suite sends, JetEmail automatically adds a one-click unsubscribe header to every marketing message and hosts the page that processes it. That is in addition to your obligation to include a visible unsubscribe link in the content, not a substitute for it.

Compliance Standards

Your email marketing must comply with applicable laws and regulations, including:

  • Spam Act (Australia): Obtain consent, identify the sender, provide an unsubscribe facility, and give effect to unsubscribe requests within five working days
  • CAN-SPAM Act (US): Include accurate sender information, a valid postal address, and honour opt-out requests
  • GDPR and PECR (EU and UK): Obtain a lawful basis for processing, obtain consent for direct marketing where required, and respect data subject rights
  • CASL (Canada): Obtain express consent and include required identification information

List Management

  • Maintain suppression lists to prevent re-adding unsubscribed addresses
  • Regularly clean your email lists to remove invalid addresses
  • Respect recipient preferences and frequency limits
  • Do not store sensitive personal information, credentials or payment card data in contact attributes, custom fields, form fields or workflow event payloads unless we have expressly approved that use in writing
  • Do not use signup forms to knowingly collect personal information from children below the age at which consent can be given in their jurisdiction, without verifiable parental consent

Note: Email marketing laws vary by jurisdiction. You are responsible for ensuring compliance with all applicable laws in your location and the locations of your recipients. When in doubt, we recommend consulting with legal counsel familiar with email marketing regulations.

7. Unsubscribes and Suppression

An unsubscribe, spam complaint or hard bounce creates a suppression that applies across your entire account for marketing email. The following are prohibited:

  • Re-importing, re-creating, duplicating or editing a contact to remove or override a suppression
  • Changing capitalisation, adding a plus-address or otherwise altering an address to bypass a suppression
  • Moving a suppressed recipient to another account, brand or product to keep mailing them
  • Using the transactional endpoint, the API or another JetEmail product to send marketing content to a suppressed recipient
  • Making the unsubscribe process obstructive, including requiring a sign-in, collecting additional information as a condition of unsubscribing, or using design patterns that discourage opting out
  • Editing hosted unsubscribe pages so that their meaning or effect is unclear

A marketing suppression may be lifted only where the original status was demonstrably an error, or where the recipient has since given valid new consent. You must record the reason and retain evidence, and provide it on request.

Where you handle any part of the opt-out process yourself, you must give effect to the request within five working days. Some jurisdictions permit longer, and you may not rely on the longer period when sending through JetEmail. Your unsubscribe destination must remain functional for at least 30 days after a commercial message is sent, and longer where the law of the recipient's jurisdiction requires it.

8. Marketing Suite: Assets, Forms, Workflows and APIs

Uploaded Images and Files

  • Asset storage is for use with the Services. Using it as a general purpose file host, backup service, hotlink target or content delivery network for material unrelated to your JetEmail campaigns is prohibited.
  • Asset URLs are public. Do not upload confidential material or personal information about people who have not consented to it being published.
  • You must hold all copyright, trademark, privacy and publicity rights in every file you upload.
  • Uploading executable content, scripts or files disguised as images is prohibited.

Signup Forms

  • Form copy must clearly identify who is collecting the data and what it will be used for, and must link to your privacy policy.
  • You must not use a form to collect data for a purpose other than the one you disclosed on it.
  • Post-submission and confirmation redirect destinations must be safe and lawful. Redirecting to malware, phishing, deceptive or prohibited content is a serious violation.
  • We rate limit forms and may restrict or pause a form that is being abused, that generates excessive invalid signups, or that harms deliverability.

Workflows and Automation

  • You are responsible for the lawfulness of the event data you send us, the triggers and criteria you configure, the frequency of messages, and the content of every automated send.
  • Credentials, secrets and sensitive personal information must not be placed in event payloads.
  • Automations must not be configured to send at a frequency that a reasonable recipient would regard as harassment.

Tracking Domains and Redirects

  • Tracking subdomains are for links in your own JetEmail campaigns. Using them as a general purpose redirector, URL shortener or open redirect is prohibited.
  • Link destinations must be accurate. Cloaking, redirect chains designed to hide a destination, and links that change purpose after sending are prohibited.

Transactional Endpoint

The Marketing Suite transactional endpoint is for individual, non-promotional messages triggered by an action of the specific recipient. Using it for newsletters, promotions, bulk announcements, win-back or retention campaigns, or to avoid an unsubscribe requirement, is prohibited. We may reclassify a mixed-purpose message as marketing and apply marketing safeguards to it.

10. Account Usage Restrictions

The following account usage patterns are expressly prohibited:

  • Maintaining more than one free account per individual or business entity, across all products (additional accounts require a paid plan)
  • Creating multiple accounts to circumvent sending limits, subscriber tiers, storage entitlements, quotas, billing thresholds or account suspensions
  • Sharing account credentials with unauthorized third parties
  • Using the service for email list validation, verification or testing as a service in itself, or to clean a list acquired from a third party
  • Attempting to reverse engineer, exploit, or compromise our infrastructure
  • Reselling or redistributing access to JetEmail services without written authorization
  • Using the service to send emails on behalf of suspended or terminated accounts

Agencies, consultants and service providers may send on behalf of their own clients using their own account. That is not resale, and it is permitted, provided you have written authority from the client and you comply with this Policy for every brand you send for. Consent obtained by one client does not transfer to another.

11. Fair Use Policy

JetEmail operates a fair use policy to ensure equitable service delivery across all customers and to protect against unexpected usage charges.

Marketing Suite sending is excluded from this policy

Marketing Suite plans are billed per subscriber and include unlimited sending. The usage limitations in this section do not apply to the volume of marketing or template-based transactional email you send on a paid Marketing Suite plan. We will not impose a monthly send cap, a volume-based throttle or an additional per-message fee on a compliant Marketing Suite sender, however often you mail your list.

What governs Marketing Suite sending is the rest of this Policy: accurate permission-based lists, complaint and bounce rates within the thresholds in Section 2, and no abusive, fraudulent or unlawful use. We may throttle, pause or block sending that breaches those requirements or that presents an immediate risk to recipients, deliverability or shared infrastructure.

Usage Limitations

For metered and per-domain services, namely Outbound Email and Inbound Email, JetEmail reserves the right to impose reasonable limitations on service usage where we determine that a customer's usage patterns are excessive relative to their subscription plan or typical usage patterns. Such limitations may include:

  • Implementing monthly usage caps or throttling
  • Temporarily suspending service beyond plan limits
  • Requiring upgrade to a higher-tier subscription plan
  • Applying additional usage fees or rate limiting
  • Implementing priority queuing for standard plan users

Excessive Usage Determination

The determination of what constitutes "excessive usage" for metered services may be based on factors including:

  • Volume significantly exceeding subscription plan allocations
  • Usage patterns that impact service quality for other customers
  • Abnormal spikes in email volume or filtering requests
  • System resource consumption disproportionate to plan tier
  • Usage that suggests automated or bulk processing beyond intended use

Customer Notification

JetEmail will make reasonable efforts to notify customers when usage patterns suggest potential fair use policy application. Where an immediate limit is needed to protect the platform or recipients, we may act first and notify you promptly afterwards. Notifications may be provided through:

  • Email alerts to the account holder
  • Dashboard notifications within your JetEmail account
  • Usage reports highlighting unusual patterns

High-Volume Usage

Customers with legitimate high-volume requirements are encouraged to contact our sales team to discuss enterprise plans or custom arrangements that better suit their needs. We offer scalable solutions designed to accommodate various usage levels while maintaining service quality.

12. Enforcement Procedures

We use a combination of automated systems and human review to detect policy violations. This includes automated content, attachment and link scanning, monitoring of complaint and bounce rates, list source and sending pattern analysis, and review of reports we receive from recipients, mailbox providers and third parties.

Upon detection of policy violations, JetEmail may take any of the following enforcement actions:

Warning Notice

First-time minor violations may result in a written warning with guidance on achieving compliance.

Evidence Request

We may ask you to produce consent records, list sources or other evidence, and may pause sending while we wait for a response.

Throttling, Pausing or Blocking

We may slow, pause or block specific campaigns, workflows, forms, assets or sending domains rather than the whole account.

Temporary Account Suspension

Accounts may be temporarily suspended pending investigation and remediation of policy violations.

Permanent Account Termination

Serious violations, repeated violations, or failure to remedy violations may result in immediate and permanent account termination.

Where we take enforcement action we will tell you what we did and why, and how to respond, unless doing so would be unlawful, would compromise an investigation, or would put a person at risk. You may ask us to review a decision by contacting legal@jetemail.com. We review appeals within a reasonable period and will restore service where the decision was wrong.

JetEmail is committed to helping customers achieve compliance with this Policy. If you have questions about compliance requirements or need guidance on best practices, please contact our support team before sending emails.

13. Reporting Policy Violations

To report suspected violations of this Acceptable Use Policy, please contact us at abuse@jetemail.com with "AUP Violation Report" in the subject line. Please include full email headers, a description of the violation, and any supporting evidence.

To report suspected child sexual abuse material hosted or sent through our Services, contact abuse@jetemail.com with "Child Safety" in the subject line. Do not attach or forward the material itself. Include the URL or message identifier and we will investigate immediately.

14. Contact Information

For questions regarding this Policy or compliance requirements, please contact:

  • Compliance Inquiries: legal@jetemail.com
  • Abuse Reports: abuse@jetemail.com
  • General Support: Available through your JetEmail dashboard
  • Australian Company Number: 641 539 166

15. Policy Modifications

JetEmail may modify this Acceptable Use Policy from time to time. Material changes will be communicated to customers by email or through the service dashboard with at least 30 days' notice, in line with our Terms of Service.

We may make a change with less notice, or immediately, where it is needed to address a security risk, a legal or regulatory requirement, or an urgent risk of harm. Continued use of JetEmail services after a change takes effect constitutes acceptance of the revised Policy.