Acceptable Use Policy

Last updated 10 September 2026

Waymail sends email through infrastructure shared by all of its customers. Mailbox providers decide whether that infrastructure's mail reaches the inbox by how everyone on it behaves — so these rules protect every customer's deliverability, not only yours. They are part of our Terms of Service, and apply to everyone who sends through a workspace, including a platform's own customers.

Send only email people asked for

• Every recipient must have given you permission to email them — by signing up, by buying from you, or through another relationship the law recognises for the kind of email you send. For marketing email, that permission must meet the law in the recipient's country; in the EU and EEA, that usually means consent.
• Transactional email — receipts, password resets, account notices — must be genuinely transactional. Marketing dressed up as a receipt is marketing.
• Do not send to purchased, rented, shared, scraped or harvested lists, to addresses appended from other sources, or to addresses made up by guessing.
• Re-confirm people who have not heard from you in a long time before you email them again. We recommend confirmed (double) opt-in for marketing lists.

Make it easy to leave, and honour it

• Marketing email must let its recipient unsubscribe. Waymail adds an unsubscribe link and a one-click List-Unsubscribe header to marketing email; do not remove or obstruct them.
• Honour opt-outs that reach you any other way promptly, and within the time the law allows.
• Do not email an address that has unsubscribed, bounced or complained again without new, verifiable permission. Removing an address from your suppression list is recorded in your workspace's audit log.

Be who you say you are

• Send only from domains you own or are authorised to use, and keep them verified.
• The From name and address, the reply-to address and the subject must not be false or misleading.
• Marketing email must identify the sender, with a valid postal address where the law requires one.
• Do not impersonate another person, company or brand.

Prohibited content

Do not use Waymail to send, link to or promote:

• anything that is illegal where you or your recipients are, or that helps someone break the law;
• phishing, credential harvesting, or any other deception designed to obtain information or money;
• malware or spyware, or links to either;
• child sexual abuse material — we report it to the authorities;
• sexually explicit material;
• threats, harassment, or content that incites violence or hatred against people for who they are;
• content that infringes someone else's intellectual property or privacy;
• scams and schemes: “get rich quick” offers, pyramid schemes and recruitment for multi-level marketing, and unlicensed financial, investment, cryptocurrency, debt-relief or credit-repair offers;
• goods or services that are unlawful to promote to the recipient, such as unlicensed medicines, drugs, weapons or unlicensed gambling; or
• affiliate or lead-generation email to people who did not ask you, specifically, for it.

Bounce and complaint limits

A high bounce rate means a list nobody has looked after; a high complaint rate means people are receiving mail they did not want. Amazon reviews an account whose bounce rate passes 5% or whose complaint rate passes 0.1%, and one workspace's list can put everyone's sending at risk — so Waymail acts first, and on that workspace alone.

We measure each workspace over a rolling 7 days, once it has sent at least 50 messages in that time. The bounce rate is bounces divided by messages sent; the complaint rate is spam complaints divided by messages delivered.

Complaints are checked first, and either rate on its own is enough. Aim well below the warning level: a list that is looked after typically bounces under 1%.

Use the service as it is meant to be used

• Do not try to get around sending limits, the protections above or your suppression list — including by spreading sending across several workspaces, domains or accounts.
• Test with the Amazon SES mailbox simulator's addresses, such as success@simulator.amazonses.com, rather than with invented addresses at real domains.
• Do not probe, scan or load-test the API, try to reach another customer's data, or interfere with the service. Report security problems to hello@waymail.app.
• Do not publish, share or embed API keys in code that runs in a browser or an app.

Enforcement

We look into every report and signal of abuse. Depending on how serious it is, we may warn you, restrict or suspend your sending, suspend your workspace, or end your use of Waymail — without notice where the harm calls for it. We report illegal activity to the authorities when the law requires or allows it, and respond to lawful requests from them.

Reporting abuse

If you received unwanted email sent through Waymail, or believe someone is misusing it, write to hello@waymail.app with “Abuse report” in the subject, and include the whole message, headers and all: the headers are what let us find the workspace that sent it.