Acceptable Use Policy

This Acceptable Use Policy ("AUP") defines the standards that apply to all use of the EngageIQ platform, APIs, SDKs, and related services (the "Services"). It applies to every customer, workspace member, and any party who accesses the Services on a customer's behalf.

EngageIQ is a high-volume email and customer-engagement platform. Irresponsible use harms our shared sending infrastructure, damages deliverability for every customer, and may violate applicable law. This AUP is designed to protect all users and the wider internet ecosystem.

This AUP is incorporated by reference into our Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

You must not use the Services to create, transmit, store, or otherwise handle content that:

• Is deceptive, fraudulent, or intentionally misleading.
• Constitutes or facilitates phishing, spoofing, or impersonation of any individual, brand, or organization.
• Contains malware, ransomware, spyware, adware, or any malicious code.
• Promotes, glorifies, or facilitates violence, terrorism, or hate speech based on race, ethnicity, religion, gender, sexual orientation, disability, or national origin.
• Contains child sexual abuse material (CSAM) or sexualizes minors in any way.
• Violates the intellectual property rights of any third party.
• Is illegal in the sender's or recipient's jurisdiction.
• Constitutes unsolicited bulk email (spam) or commercial messaging sent without consent.

The following activities are prohibited regardless of the content involved:

• Sending email to recipients who have not given consent or for whom you do not have a lawful basis.
• Using purchased, rented, co-registered, or harvested email lists.
• Re-adding contacts who have unsubscribed or opted out.
• Bypassing, disabling, or attempting to circumvent rate limits, quotas, or abuse-detection systems.
• Using the Services to probe, scan, or test the vulnerability of third-party systems without authorization.
• Attempting to gain unauthorized access to other customers' data, accounts, or infrastructure.
• Operating botnets, open proxies, or relay servers through the platform.
• Mining or scraping data from the Services for any unauthorized purpose.
• Sublicensing or reselling access to the Services without our prior written consent.
• Submitting false, misleading, or inaccurate information to EngageIQ or in messages you send.

Because email deliverability is a shared resource, we hold all senders to the following minimum standards:

Consent & permission

• Every recipient must have given explicit permission (opt-in) or you must have a clear lawful basis to send them commercial email.
• Confirmations of opt-in (double opt-in) are strongly recommended and required in certain jurisdictions.
• Transactional emails (order confirmations, password resets, etc.) may be sent without marketing consent but must be strictly transactional in nature.

Identification & transparency

• The 'From' name and address must accurately identify the sending organization.
• Subject lines must accurately describe the content of the message.
• A valid physical postal address must be included in all commercial emails.

Opt-out & list hygiene

• Every commercial email must include a clear and functional unsubscribe mechanism.
• Opt-out requests must be honored within 10 business days (CAN-SPAM) or promptly (GDPR).
• Unsubscribed contacts must not be re-added to any sending list.
• Hard bounces must be removed from lists promptly. Lists must be regularly cleaned.

Deliverability thresholds

EngageIQ monitors deliverability signals continuously. If your sending practices result in metrics that breach the thresholds below, we may throttle, suspend, or terminate your sending access:

You are solely responsible for ensuring that your use of the Services complies with all applicable laws and regulations, including but not limited to:

• CAN-SPAM Act (USA) — commercial email identification, opt-out mechanisms, and physical address requirements.
• GDPR & UK GDPR (EU/UK) — lawful basis for processing, data subject rights, and consent requirements for direct marketing.
• CASL (Canada) — express or implied consent required before sending commercial electronic messages.
• PECR (UK) — consent requirements for electronic direct marketing.
• Australian Spam Act 2003 — consent, identification, and unsubscribe requirements.
• Applicable state laws — including the California Consumer Privacy Act (CCPA/CPRA) and any other applicable jurisdiction-specific privacy laws.

To ensure reliable service for all customers, you must not:

• Exceed the API rate limits defined in the Documentation or your plan.
• Generate synthetic or automated traffic that simulates real users for the purpose of inflating usage metrics.
• Use the platform to operate a service that competes with EngageIQ without our written consent.
• Interfere with or degrade the performance of shared platform resources.

We reserve the right to throttle or suspend accounts whose usage patterns place a disproportionate load on shared infrastructure, even if individual rate limits have not been exceeded.

EngageIQ actively monitors the platform for violations of this AUP using automated systems and manual review. When we identify or are notified of a potential violation, we may take one or more of the following actions:

Where practical, we will notify you before taking action and provide an opportunity to remediate. However, we reserve the right to act immediately and without notice where an ongoing violation poses a risk to the platform, other customers, or the public.

If you receive spam, a phishing message, or any other abusive communication that appears to originate from the EngageIQ platform, please report it immediately:

For ISPs and mailbox providers

Internet service providers and mailbox providers who wish to establish a feedback loop or resolve a deliverability issue related to EngageIQ sending infrastructure should contact deliverability@engageiq.com.

We may update this AUP from time to time. Material changes will be communicated by email or dashboard notification at least 14 days before they take effect. Your continued use of the Services after the effective date constitutes acceptance. If you do not agree to the revised AUP, you must stop using the Services.

Questions about this policy or whether a specific use case is permitted? Contact us: