Purpose

This policy protects recipients, customers, BetterMail, and our sending reputation. It applies to all email, transactional SMS, hosted pages, links, forms, images, APIs, imports, and other content sent or managed through BetterMail.

No spam

• You must not send spam or unsolicited commercial electronic messages through BetterMail.
• You must comply with all electronic messaging laws that apply to your messages, including the New Zealand Unsolicited Electronic Messages Act 2007 where a message has a New Zealand link.
• Commercial electronic messages must include accurate sender information and a functional unsubscribe facility where required by law.
• You must not use address-harvesting software, harvested address lists, scraped lists, or data obtained in a way that does not permit the message you intend to send.

Permission requirements

• "Transactional Message" means a non-marketing message sent in response to a recipient action, transaction, account, service, security event, authentication request, order, booking, delivery, support request, or other operational purpose.
• "Marketing Message" means a message, campaign, newsletter, promotion, commercial offer, cold outreach, survey, fundraising request, political message, abandoned-cart message, win-back message, bulk advertising, or similar message whose main purpose is to advertise, promote, solicit, market, or grow awareness of a product, service, organisation, cause, event, or offer.
• If a message contains both transactional and marketing content, BetterMail may treat it as a Marketing Message for compliance and policy purposes.
• You must have the consent required by applicable law before sending marketing or commercial messages.
• Consent must be specific enough for the type of message, sender, topic, and channel you intend to use.
• You must be able to provide evidence of permission when we ask, including when and how consent was collected, the notice shown at collection, the source of the address or phone number, and the sender or brand the recipient agreed to hear from.
• Pre-ticked boxes, bundled consent, hidden consent, vague consent, or consent obtained by a third party that does not clearly authorise your messages may not be enough.
• If consent is withdrawn, you must stop sending the relevant messages within the timeframe required by law and by the Services.

Prohibited lists

• You must not import, upload, or send to purchased, rented, borrowed, scraped, harvested, publicly copied, co-registration, affiliate, partner, or third-party lists.
• You must not send to role accounts, distribution groups, or old contacts unless you have permission that is valid for the message and can be proved.
• You must not use BetterMail to validate, clean, enrich, or test lists that you are not allowed to send to through BetterMail.

Unsubscribe and preferences

• Marketing and commercial emails must include the unsubscribe links, list-unsubscribe headers, sender information, and preference controls required by law and by BetterMail.
• You must not hide, disable, obscure, or interfere with BetterMail unsubscribe, suppression, complaint, or preference mechanisms.
• You must not contact a person again through BetterMail for a message type they have unsubscribed from, unless they later resubscribe or another lawful basis applies to a different type of message.
• Transactional messages may be exempt from some unsubscribe requirements, but they must be limited to the transaction, account, service, security, or relationship that justifies them.

Transactional SMS only

• BetterMail currently supports transactional SMS only.
• You must not use BetterMail to send marketing, promotional, cold outreach, bulk advertising, political, fundraising, survey, newsletter, abandoned-cart, win-back, or similar SMS campaigns.
• Transactional SMS must relate to a recipient action, account, transaction, service, security event, booking, order, delivery, authentication, or other non-marketing operational purpose.
• You must identify the sender where required, honour opt-outs where required, and comply with carrier, telecommunications, and local legal requirements.

Transactional email

• Transactional email must be limited to non-marketing messages triggered by a recipient action, transaction, account, service, security event, order, booking, delivery, notification, or other operational purpose.
• You must not use transactional email features to send marketing campaigns, newsletters, bulk promotions, cold outreach, or messages designed to avoid marketing-email compliance controls.
• If a message contains both transactional and marketing content, you are responsible for ensuring it meets the stricter requirements that apply to the marketing or commercial content.

Prohibited content and conduct

• You must not use BetterMail to send or host illegal, misleading, deceptive, fraudulent, phishing, malware, hateful, harassing, violent, sexually exploitative, defamatory, infringing, or otherwise harmful content.
• You must not impersonate another person or organisation, misrepresent your identity, hide the true sender, use deceptive subject lines, use misleading links, or disguise the commercial nature of a message.
• You must not use BetterMail-hosted links, images, pages, tracking, or domains for content that was not sent or managed through BetterMail.
• You must not create multiple accounts, rotate senders, split lists, or use technical workarounds to evade enforcement, rate limits, suppression, complaint handling, or deliverability controls.

Sender identity and authentication

• You must use accurate sender names, from addresses, reply-to addresses, business details, physical addresses, and contact details where required by law or by BetterMail.
• You must only use domains you own or are authorised to use.
• You must configure and maintain sender authentication records such as SPF, DKIM, DMARC, tracking domains, and related DNS records where required by BetterMail or mailbox providers.

Imports and list hygiene

• You must keep lists accurate, current, permission-based, and appropriate for the message being sent.
• You must remove invalid, bounced, unsubscribed, complained, inactive, role-based, or risky contacts where required by law, reasonable sending practice, or BetterMail.
• We may require import reviews, list source evidence, re-permission campaigns, suppression imports, sending warm-up, or other controls before approving sending.

Monitoring and enforcement

• We may monitor account activity, imports, list sources, sending patterns, content, links, headers, engagement, bounces, unsubscribes, spam complaints, abuse reports, and deliverability signals.
• We may request information about your business, list source, consent records, message purpose, sender identity, or compliance practices.
• We may warn, throttle, pause, suspend, quarantine, reject, block, or terminate sending if we identify elevated risk, missing consent evidence, high complaints, excessive bounces, unusual activity, low engagement, suspicious content, deliverability risk, legal risk, or breach of this policy.
• We may maintain suppression and abuse records to prevent future unwanted messages and protect the Services.

Reporting abuse

If you received unwanted or suspicious email or SMS sent through BetterMail, report it at Report Abuse or email abuse@bettermail.com. For email reports, full headers help us investigate faster.

Related online properties

BetterMail may provide sending, tracking, web versions, unsubscribe pages, hosted assets, APIs, and related Services through websites, hosted web services, product interfaces, and other online properties that we own, control, or operate for the Services.