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Email Acceptable Use Policy

Effective Date: [Date]

Last Updated: [Date]

This Acceptable Use Policy (“Policy”) governs Customer’s use of CustomerCove’s email sending features (“Email Services”) and is incorporated into the Terms of Service or Master Services Agreement, as applicable.

1. Permitted Usage

Customer may use the Email Services to send transactional, behavioral, or customer engagement emails to their end users, such as:

  • "We", "Us", "Our" means [Your Company Name], a company incorporated in [Your Jurisdiction].
  • Onboarding emails
  • Product announcements
  • Survey invitations
  • Usage nudges
  • Feedback requests

2. Prohibited Usage

You may not use the Email Services to:

  • Send unsolicited commercial emails (“spam”)
  • Use misleading subject lines, sender names, or headers
  • Harvest or buy email lists
  • Send emails without valid user consent (per region)
  • Send emails to users who have opted out or withdrawn consent
  • Send phishing, scams, malware, or fraudulent messages
  • Include third-party tracking pixels or cookies that collect personal data without consent

3. Consent Requirements (Global Compliance)

By using CustomerCove’s Email Services, you represent and warrant that:

  • You have obtained valid consent from each email recipient, as required by their local law.
  • You maintain records of consent (e.g., timestamps, opt-in method, signup source).
  • You include a clear unsubscribe link in every non-transactional email.
  • You identify yourself clearly in every email (including company name and contact address).

If in doubt, we recommend you follow GDPR/CASL rules — they require explicit, informed opt-in, not just implied consent.

4. Unsubscribe / Opt-Out Handling

You must:

  • Include a one-click unsubscribe link in every email
  • Honor opt-outs within 10 business days (or sooner)
  • Not attempt to re-subscribe users who opted out unless they re-consent

5. Customer Liability

Customer is solely responsible for the content, recipients, and legality of all emails sent via CustomerCove. Provider is not liable for:

  • Failure to obtain consent
  • Email content that violates laws or third-party rights
  • Blacklist events, bounce penalties, or spam complaints resulting from Customer’s misuse

6. Monitoring and Enforcement

CustomerCove may monitor outbound email sending behavior to:

  • Detect bounce rates, spam complaints, open rates, etc.
  • Investigate reports of abuse or policy violations
  • Rate-limit, pause, or suspend email sending if thresholds are exceeded

7. Suspension & Termination

Violations of this policy may result in:

  • Temporary suspension of email functionality
  • Permanent ban from using email services
  • Account termination, at CustomerCove’s discretion

8. Email Infrastructure and Subprocessors

CustomerCove uses third-party services to send emails, including:

  • [SendGrid / SES / Postmark]
  • These subprocessors are subject to the Data Processing Agreement (DPA) available at: [https://customercove.io/legal/dpa]

9. Changes to This Policy

We may update this Policy from time to time. Material changes will be notified via email or in-app notice. Continued use of the Email Services after changes constitutes acceptance.

10. Contact

If you have any questions, you can contact us at privacy@customercove.io or support@customercove.io.