Acceptable use policy

Zeebra sends email for many businesses through shared infrastructure, so one sender's spam hurts everyone's delivery. This policy is part of the Terms of service. It sets the rules every workspace follows; most of them Zeebra also checks by itself.

Only people who asked

• Campaigns go only to contacts who opted in: they signed up, confirmed, bought from you and agreed to hear from you, or otherwise clearly asked for your emails. Zeebra never sends a campaign to a contact saved as a prospect.
• No bought, rented, borrowed, scraped or shared lists for campaigns, and no lists of addresses collected for another purpose or another company. When you import contacts as opted in, you confirm that they agreed, and how.
• Keep the proof: be able to show when and how each contact agreed. Zeebra keeps a consent record for each one (the sign-up page and time for sign-up forms).
• Respect unsubscribes: every campaign has an unsubscribe link and a one-click unsubscribe header, and Zeebra stops at once. Don't add people who unsubscribed, bounced or complained back by another route.
• Say who you are: send from a domain you own or are allowed to use, with a sender name people recognise, and include your postal address in every campaign (the review step requires it).

What you may not send

• Phishing: anything that asks people to sign in, verify an account or give card or bank details for a site that isn't yours, or that pretends to be someone else.
• Scams: fake prizes or lotteries, advance-fee stories, fake invoices, investment or crypto schemes promising returns, requests for gift cards or wire transfers.
• Malware, or links to download programs or archives from unknown places.
• Sexual or adult content, hate, harassment, or content that attacks people for who they are.
• Anything illegal where you or your recipients are, including illegal goods or services, and content you have no right to send.
• Deceptive email: a misleading subject or sender, hidden text, a fake "Re:" or "Fwd:", or hiding links behind shorteners or look-alike text to get past filters.

When a campaign starts sending, and when a sign-up form's own emails are saved, Zeebra checks their content, partly with AI. Content that looks like the above is held until our team approves or rejects it.

What happens when sending goes wrong

Zeebra watches every send and acts by itself. Today's levels:

What	What happens
Hard bounces over 2% or spam complaints over 0.08% of a campaign	The campaign pauses; check the list before resuming
Hard bounces over 5% or complaints over 0.3% (a campaign, or the workspace's last 7 days)	The workspace's sending is blocked until our team reviews it
The first send to new contacts goes badly	The rest of the new contacts wait; at the block level, the workspace is blocked
Gmail's spam rate for your sending reaches 0.08%	Your sending campaigns pause
Gmail's spam rate reaches 0.3%	The workspace is blocked until our team reviews it
An address is a known spam trap (imported, emailed or bounced as one)	The workspace is blocked until our team reviews it
Gmail rate limits your domain, or Amazon SES pauses your sending	Sending pauses (Gmail) or the workspace is blocked (SES)

Each level needs a minimum number of bounces or complaints, so one complaint in a small send doesn't stop anyone. Large sends are also spread over hours, and new sending domains warm up over their first days. While a workspace is blocked, nothing is sent; our team looks at where its contacts came from and decides whether to unblock it.

Our rights

We may pause or block sending, hold or reject a campaign, limit a workspace, or suspend or close an account that breaks this policy or puts our sending at risk, with or without notice, and we may report illegal activity. When we can, we tell you what happened and how to fix it. Repeated or deliberate abuse ends the account without refund.

Reporting abuse

Got an email sent with Zeebra that you never asked for? First use its unsubscribe link: it works at once. To report spam, phishing or other abuse, write to hello@kanarylabs.com with the email attached (or its full headers). We look at every report and act on the workspace that sent it.