Acceptable Use Policy

Last updated: May 3, 2026

This Acceptable Use Policy ("AUP") applies to everyone who uses the Smailor service (the "Service"). It supplements the Terms of Service. Capitalized terms that are not defined here have the meaning given in the Terms of Service.

1. Purpose

Smailor is built for legitimate email support, helpdesk, and team collaboration. You must use the Service in a way that respects applicable law, the rights of others, and the stability and reputation of email and shared infrastructure.

2. Unlawful or harmful use

You may not use, or help others to use, the Service to:

  • break civil, criminal, or regulatory law in your jurisdiction, ours, or the jurisdictions where you send, receive, or process data;
  • harass, threaten, intimidate, or dox a person, or encourage self-harm or violence;
  • offer or distribute illegal goods, services, or child sexual abuse material, or to sexualize or exploit children;
  • infringe intellectual property, trade secrets, privacy, publicity, or defamation rights; or
  • process personal data in a way that is not permitted by law (for example, unlawful sensitive profiling of individuals without a valid legal basis and transparency).

3. Spam, phishing, and mail abuse

You may not use the Service to:

  • send unsolicited bulk or commercial email (spam);
  • use deceptive, spoofed, or fraudulent sender identity (phishing);
  • distribute malware, ransomware, or other harmful code;
  • use purchased, scraped, stolen, or unlawfully obtained mailing lists, or to send to addresses that have not lawfully consented to receive your messages, where such consent is required; or
  • evade bounces, abuse reports, or unsubscribe or suppression mechanisms in bad faith.

You are responsible for list hygiene, double opt-in where you promise it, and for lawful marketing and transactional practice in every country where you send mail.

4. Security, quotas, and shared infrastructure

You may not:

  • attempt to gain unauthorized access to the Service, other accounts, or our or our vendors' systems;
  • probe, scan, or stress-test the production Service for vulnerabilities without following our security disclosure process (see Legal notice);
  • bypass authentication, throttling, quotas, registration IP or verified-account limits, CAPTCHA or Turnstile / bot-detection steps, or other signup security safeguards (see Privacy Policy for what we process);
  • create or use multiple accounts to circumvent Fair use, pricing, bans, or suspicion handling where doing so violates the Terms;
  • resell, sublicense, or white-label the Service in breach of the Terms; or
  • generate traffic or API load that unreasonably degrades the Service for others.

We may throttle, queue, or block messages or API calls to protect deliverability, infrastructure, and other customers.

5. Regulated and high-risk use

  • If you operate in a regulated industry (for example health, financial services, or gambling), you alone are responsible for compliance with sector rules, licensing, and content and age restrictions.
  • The Service is not designed for safety-critical or emergency response. Do not use it where system failure could cause death, serious injury, or other severe harm. Replace or extend this section with the risk position your counsel approves for your market.

6. User content and third parties

  • You are responsible for the legality and appropriateness of all content you or your end users process through the Service, including support tickets, attachments, and auto-replies.
  • You may not use the Service to process content you are not entitled to use (for example confidential information of a third party without their consent, where consent is required).
  • Where you process your end customers’ personal data, you act as a controller in respect of that content and you instruct us in line with our Terms, the Privacy Policy, and an optional DPA.

7. Enforcement

If we reasonably believe you have breached this AUP or the Terms, we may take any lawful step, including warning you, removing or blocking content, suspending or terminating your access, and notifying regulators or law enforcement where required by law or reasonably necessary to protect people, the Service, or the security of others. Where reasonable, we will try to contact you first and offer a chance to fix the issue, except where we must act immediately (for example to stop ongoing abuse, fraud, illegal content, or a critical security incident).

8. Contact

[email protected]