Acceptable Use Policy

Who this applies to

This policy is set by the company that operates Rasket (“Rasket”, “we”, “us”) and is part of our Terms of Service.

It applies to every account, team, project and API key, to every SMTP and mail app login, and to every message sent through Rasket. That includes mail from Inbox mailboxes, campaigns and automations.

Mail you may send

• Send only to people who asked for your mail: transactional mail they triggered, or marketing they opted into.
• Use an honest From name, and a From address you are allowed to use.
• Every marketing message needs a working one-click unsubscribe, and your postal address where the law requires it.
• Honour every unsubscribe, and our suppression list.

What is not allowed

Do not use Rasket for any of the following:

• phishing, or collecting passwords, card numbers or other payment details;
• impersonating a person, a brand, a government agency, a bank, a health insurer or Rasket;
• malware, or links to it;
• scams, such as fake invoices, crypto or investment schemes, advance-fee fraud, gift card requests and prize messages;
• sending to purchased, rented, scraped or appended lists;
• sending to addresses that did not agree to hear from you;
• misleading subject lines or headers;
• hiding who you are;
• adult content without the recipient’s consent and an age check;
• content that is illegal where it is sent or where it is received;
• harassment or threats;
• using lookalike or newly registered domains to deceive people;
• getting around our limits: creating extra accounts or projects to escape a limit or a suspension, sharing an account to dodge a ban, or rotating domains;
• flooding someone’s inbox through invitations, password resets or forms;
• testing or attacking our systems.

Sending standards

Keep your bounce rate under 2% and your spam complaint rate under 0.05%. We check these automatically, and act on them without waiting for a person:

• Above 2% bounces or 0.05% complaints, we warn you.
• Above 5% bounces or 0.1% complaints, we limit your sending.
• Above 10% bounces or 0.3% complaints, we suspend your sending.

New accounts start with lower limits, and the limits grow as your mail behaves well. Messages from new accounts that look like phishing may be held for review before they are sent.

How we enforce this policy

We monitor sending automatically. If we see abuse, we may, without notice:

• hold messages;
• lower your limits or pause your sending;
• suspend or close your account;
• block domains, email addresses, payment methods and networks linked to abuse;
• keep records of the abusive activity;
• report illegal activity, such as phishing, to the brand it targets, to domain registrars, to hosting providers or to the authorities.

Fees for an account closed for abuse are handled as set out in our Terms of Service.

Reporting abuse

Email abuse@rasket.com with the subject “Abuse report”, or use the report form. Include the full message, with its headers.

We act on phishing within one hour during staffed hours, and review other reports within one business day.

Appeals

If we suspended your account and you think we got it wrong, reply to the suspension email or write to info@rasket.com. We review appeals within two business days.

Changes to this policy

We may update this policy. The date at the top of this page shows the latest version.