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Compliance Card

Compliance Overview

Our compliance process is designed to protect deliverability for all customers and maintain strong relationships with inbox providers. It ensures that senders follow permission-based email marketing practices and maintain healthy list quality.

Thresholds

  • Spam complaint threshold: 1 complaint per 1,000 emails sent
  • List Import Bounce threshold:
    • 7% for lists with 5,000 or fewer contacts
    • 5% for lists with over 5,000 contacts
  • Hard Bounce threshold: Customers should aim to maintain a hard bounce rate of less than 5% when sending campaigns

Customers who exceed these thresholds may experience temporary sending restrictions until the issue is resolved.

Industries Not Permitted

Certain industries tend to generate higher bounce and spam complaint rates, which can negatively affect overall deliverability. As a result, we do not allow content or businesses related to:

  • Adult novelty items or adult content
  • Affiliate marketing
  • Credit or debt repair
  • Escort or dating services
  • Gambling
  • Illegal goods or services
  • Insurance quote or lead generation services
  • List brokers or list rental
  • Marketing or commercial email without permission
  • Mortgages or loans
  • Multi-level marketing (MLM)
  • Nutritional or herbal supplements
  • Online trading or stock market advice
  • Pharmaceutical products
  • Pornography or nudity
  • Sweepstakes or contests
  • “Work from home” or “make money online” offers
  • Cryptocurrency or blockchain promotions

List Verification and Testing

All new accounts and large list imports are reviewed before sending. Customers may be asked to provide additional details about how contacts were collected or evidence that lists were recently engaged.

To ensure healthy deliverability, large or untested lists may require a test send to a small portion of the list before full approval. If complaint or bounce rates exceed acceptable limits, the customer may be asked to clean or verify their list using a third-party service before resuming sends.

Best Practices

To maintain compliance and deliverability:

  • Only send to opt-in, permission-based lists.
  • Remove bounced, unsubscribed, or unengaged contacts regularly. It is considered best practice to remove 12 month unengaged every 12 months.
  • Always include a clear unsubscribe link in every campaign.
  • Keep SPF, DKIM, and DMARC records up to date.

Maintaining healthy engagement and list quality benefits all senders and helps ensure consistent inbox placement.

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