Legal
Effective Date: April 7, 2026
This Acceptable Use Policy (“AUP”) governs the use of VetMail ESP’s email sending platform and related services. This policy exists to protect our customers, our IP reputation, the recipients of email sent through our platform, and the broader email ecosystem. All users of VetMail ESP must comply with this AUP in addition to our Terms of Use.
All email sent through our platform must be sent to recipients who have provided clear, verifiable consent to receive email from you. This means: recipients must have actively opted in to receive your email (e.g., through a sign-up form, purchase confirmation, or account registration); pre-checked boxes, implied consent from business card exchanges, and co-registration do not constitute valid consent; and you must be able to provide proof of consent (including date, time, source, and IP address) for any recipient upon request.
You may not send email to addresses obtained through: purchased or rented email lists from any source; harvested or scraped email addresses from websites, directories, or social media; lists obtained through co-registration where your specific brand was not clearly disclosed; appended email addresses (adding email addresses to existing customer records through third-party data append services); or any other method that does not involve direct, informed consent from the recipient.
You may not use our platform to send email containing or promoting: illegal products, services, or activities; malware, viruses, spyware, or other malicious software; phishing attempts or fraudulent schemes; deceptive content including misleading subject lines or false header information; content that promotes violence, hatred, or discrimination; pornographic or sexually explicit material; counterfeit goods or trademark-infringing material; illegal pharmaceuticals or controlled substances; multi-level marketing (MLM) or pyramid schemes; cryptocurrency pump-and-dump schemes or unregistered securities offerings; or any content that violates applicable local, state, federal, or international laws.
Every marketing or commercial email sent through our platform must include: accurate sender identification (From name and address); a valid physical mailing address; a clear and conspicuous unsubscribe mechanism that is processed within 10 business days; and a truthful, non-deceptive subject line.
All sending domains must be properly configured with: SPF (Sender Policy Framework) records that include our sending IPs; DKIM (DomainKeys Identified Mail) signatures using keys provided during onboarding; and DMARC (Domain-based Message Authentication, Reporting and Conformance) with a minimum policy of p=quarantine. We strongly recommend and will assist with implementing p=reject.
You are required to: process all unsubscribe requests within 10 business days; remove hard bounces immediately after the first occurrence; monitor and act on soft bounces (addresses with repeated soft bounces must be removed); submit your list for cleaning through our approved list hygiene tools before migration; and regularly clean your list to remove inactive or unengaged subscribers.
We monitor the following metrics for all senders. Exceeding these thresholds will trigger a review and may result in suspension: complaint rate must remain below 0.1% (1 complaint per 1,000 emails); hard bounce rate must remain below 2%; spam trap hit rate must be zero; and unsubscribe rate consistently above 1% may indicate list quality issues and will be flagged for review.
VetMail ESP actively monitors all sending activity on our platform, including: delivery rates, bounce rates, and complaint rates; spam trap hits and blocklist status; feedback loop (FBL) reports from major mailbox providers; content scanning for prohibited material; and sending patterns and volume anomalies.
Violations of this AUP may result in the following actions, at our sole discretion:
First violation (minor): Written warning with required corrective action within 24 hours.
Second violation or first major violation: Immediate suspension of sending privileges pending review.
Repeated violations or egregious conduct: Permanent account termination without refund.
In cases of severe abuse (malware distribution, phishing, or illegal activity), we may terminate your account immediately without prior warning.
If your account is suspended or terminated, you may submit an appeal in writing to [email protected]. Appeals will be reviewed within 5 business days. You must include a description of the corrective actions you have taken or plan to take.
ISPs, postmasters, and recipients can report abuse originating from our network by contacting our abuse desk at [email protected]. We commit to acknowledging all abuse reports within 4 business hours and resolving confirmed abuse within 24 hours.
VetMail ESP maintains active relationships with major mailbox providers and participates in industry initiatives to combat abuse. We: maintain active feedback loop (FBL) agreements with all major mailbox providers; honor all FBL complaints by automatically suppressing complaining addresses; participate in relevant industry groups and anti-spam initiatives; respond promptly to blocklist notifications and take corrective action; and cooperate with law enforcement when required by law.
By using our platform, you acknowledge and agree that: you are solely responsible for the content of email you send through our Services; you will maintain accurate and up-to-date suppression lists; you will promptly address any deliverability issues identified by our team; you will cooperate with our compliance team during any investigation; and you understand that violations of this AUP may affect other senders on our platform and that we take this responsibility seriously.
We may update this AUP from time to time to reflect changes in industry best practices, legal requirements, or our operational needs. Material changes will be communicated via email to active account holders and posted on our website. Continued use of our Services after changes take effect constitutes acceptance of the updated policy.
For questions about this Acceptable Use Policy: