Acceptable use policy

The rules for sending through nurture

Version 1.0 · Effective 28 October 2026 · Part of the Terms of Service · Report abuse to abuse@nurture.email

1. Consent: who you may e-mail

You may send marketing e-mail through nurture only to people who have given you permission to do so. Permission means one of:

• they signed up on your website, in your product, at an event or in person, knowing they would receive e-mail from you; or
• they are an existing customer or an active prospect who gave you their details in the course of a sale or negotiation, you are e-mailing them about similar products or services, and they were given a clear chance to opt out at the time and in every e-mail since (the "soft opt-in" under UK PECR); or
• they asked you, in writing, to be added.

You must be able to show, for any address on your lists, when and how that permission was obtained. We may ask you for this evidence at any time and may suspend sending to a list until it is produced.

Consent is for you. It does not carry over to a different business, a partner, or a company you acquired a list from. The person must have expected e-mail from the sender named in the e-mail.

We strongly recommend double opt-in (a confirmation e-mail before the first send) for any list that is not made up of existing customers. The service supports it on every list.

2. Lists you may not use

You may not upload, import, sync or send to:

• purchased, rented, traded or "licensed" lists, from any source;
• addresses scraped, harvested or guessed from websites, directories, social networks, LinkedIn, Companies House or any other public source;
• addresses generated by a tool, enrichment service or "lead finder", unless the person has since given you permission directly;
• lists obtained from a third party under any arrangement in which the third party, not you, collected the consent;
• addresses that have previously unsubscribed, bounced or complained, or that appear on a suppression list, under any account;
• role addresses that cannot have consented (for example sales@, info@, admin@ at a company you have no relationship with);
• any list older than two years that has not been e-mailed in that time, until it has been re-permissioned.

Mailbox verification ("Clean this list") removes addresses that do not exist. It does not create consent, and a cleaned list that was purchased is still a purchased list.

3. Unsubscribes and suppression

• Every marketing e-mail must carry a working unsubscribe link. The service adds one and a one-click List-Unsubscribe header automatically; you may not remove, hide, obscure or disable them.
• An unsubscribe takes effect immediately in the service. You may not re-subscribe an address, re-import it from another source or e-mail it from another account to get around this.
• Addresses that hard-bounce or complain are added to your suppression list automatically. You may not remove complaint suppressions. You may remove a hard-bounce suppression only if you have confirmed with the person that the address is now valid.
• Replies and messages to your sending address that say "stop", "unsubscribe" or similar must be honoured within 48 hours, even if they arrive outside the service.

4. Identity and content

• The sender name and address, the subject line and the content must be accurate and must not mislead about who is sending or what the e-mail is about.
• Every marketing e-mail must include your legal business name and a postal address or other contact details.
• You must send from a domain you own and have verified in the service. Sending from free mailbox addresses (gmail.com, outlook.com and so on) as the From address is not allowed.
• You may not impersonate another person, brand or organisation, or forge headers.

You may not use the service to send, link to or promote:

• anything unlawful in the UK or in the recipient's country;
• phishing, malware, or attempts to obtain credentials or payment details by deception;
• fraud, pyramid or multi-level marketing schemes, get-rich-quick offers, or "work from home" schemes;
• unlicensed gambling, unregulated financial products or investment advice, cryptocurrency offerings, or loans and credit-repair services outside a regulated business;
• pharmaceuticals, supplements or health claims not permitted by UK advertising rules;
• adult content, escort services or dating;
• weapons, drugs, counterfeit goods or stolen data;
• content that is defamatory, harassing, hateful or discriminatory;
• services that themselves send bulk e-mail, sell lists, or offer "lead generation" by unsolicited contact;
• affiliate marketing where you have no direct relationship with the recipient.

5. Sending quality: the numbers we watch

We monitor every account's delivery feedback continuously. These are the thresholds at which we act. They are stricter than the mailbox providers' own limits on purpose, so that we catch problems before they affect other customers.

Measure	Target	We act at
Hard bounces (addresses that do not exist)	Under 2%	4% over 24 hours, or 3% sustained over a week
Spam complaints	Under 0.05%	0.1%, or 3 complaints in a day on a small send
Unsubscribe rate	Under 0.5% per campaign	Reviewed above 2%

"Act" means, depending on severity: pausing the campaign, pausing sending for the account while we talk to you, requiring the list to be cleaned or re-permissioned before sending resumes, lowering your daily cap, or closing the account. A single campaign with a complaint rate well above 0.1% is usually enough on its own to show a list was not permission-based.

New accounts start with a daily sending cap. It is raised once an account has a sending history with good numbers.

6. Protecting the platform

You may not:

• open more than one account to get around a cap, a suspension or this policy;
• share an account or its credentials with another business, or resell access to the service;
• use the service as an open relay or a general-purpose SMTP server, or send mail that was not composed in or submitted to the service;
• probe, scan or test the security of the service without written permission, or attempt to access another customer's data;
• automate the interface in ways that place unreasonable load on the service; use the API within its documented limits instead;
• use the mailbox verifier on lists you do not intend to e-mail with permission, or as a standalone validation service.

7. The law still applies

This policy is in addition to, not instead of, the law. You are responsible for complying with the UK GDPR and Data Protection Act 2018, the Privacy and Electronic Communications Regulations (PECR), the EU GDPR and ePrivacy rules where you e-mail people in the EEA, CAN-SPAM where you e-mail people in the US, CASL in Canada, and any other law that applies to you or your recipients. You are the data controller for your subscribers; we process their data only on your instructions.

8. How we enforce this

• Automated monitoring. Bounce and complaint feedback from every send is measured per account in near real time. Campaigns pause automatically when sending errors spike.
• Review. When a threshold is crossed, a person looks at the account: the list, where it came from, the content, and the history. We may ask you for evidence of consent.
• Outcomes. We may warn you, pause a campaign or the account, require a list to be removed or re-permissioned, reduce your limits, or terminate the account. For serious or repeated breaches, or where we believe the law has been broken, we may terminate immediately without a refund and may report the matter to the relevant authority.
• Appeals. If you think we got it wrong, reply to the notice we sent you. A different person will review it.

Whatever we do or do not do about one breach does not waive our right to act on another.

9. Reporting abuse

If you received unwanted e-mail sent through nurture.email, forward it with its full headers to abuse@nurture.email. We investigate every report and we will tell you what we did.

10. Changes

We may update this policy as the law, the mailbox providers' rules and our own experience change. Material changes are announced by e-mail to the account contact at least 14 days before they take effect, and users are asked to accept the current version when they next sign in. Continuing to send after the effective date means you accept the change.