Anti-Spam Policy

Our Commitment

Sendifai Limited ("Sendifai") maintains a zero-tolerance policy towards spam. Our platform exists to enable legitimate, permission-based communications. Spam damages deliverability for all users and undermines trust in email as a communication channel.

All users must comply with this Anti-Spam Policy and all applicable legislation, including the Privacy and Electronic Communications Regulations 2003 (PECR, UK), the CAN-SPAM Act (USA), Canada's Anti-Spam Legislation (CASL), and the EU ePrivacy Directive.

What Constitutes Spam

Under this policy, spam includes:

• Unsolicited commercial messages sent to recipients without consent or a legitimate existing relationship
• Messages sent to purchased, rented, scraped, or harvested contact lists
• Messages with false, forged, or misleading sender information or headers
• Messages with deceptive subject lines that do not reflect the content
• Messages that do not include a functioning unsubscribe mechanism
• Bulk messages sent without regard for recipient preferences or applicable law

Permission Requirements

You Must Have Permission

Every recipient of messages sent through Sendifai must have given their consent or you must have a legitimate basis for contacting them under applicable law. The standard varies by jurisdiction:

• UK (PECR): Prior consent required for unsolicited electronic marketing to individuals, with a limited exception for existing customer relationships (soft opt-in) where you are marketing your own similar products/services and provided an opt-out at the point of data collection.
• USA (CAN-SPAM): Opt-out model; commercial emails must include accurate sender information, honest subject lines, physical address, and a clear opt-out mechanism. Opt-out requests must be honoured within 10 business days.
• Canada (CASL): Express or implied consent required before sending commercial electronic messages.
• EU (ePrivacy Directive): Prior consent required, with a limited soft opt-in exception similar to PECR.

You are responsible for understanding and complying with the laws applicable to your recipients' jurisdictions.

Recommended: Confirmed Opt-In (Double Opt-In)

We strongly recommend confirmed opt-in for all marketing lists. This means new subscribers receive a confirmation email and must click a link to verify their subscription. Confirmed opt-in provides:

• Verified, deliverable email addresses
• Clear, documented evidence of consent
• Higher engagement and lower complaint rates
• Better deliverability across all mailbox providers

Prohibited List Sources

The following are strictly prohibited:

• Purchased email lists (from any source)
• Rented or borrowed lists
• Email addresses scraped or harvested from websites, social media, directories, or public records
• Lists obtained from third parties without verifiable, direct consent from each contact
• Lists collected through deceptive means (e.g., hidden opt-ins, pre-checked consent boxes)
• Any contact list older than 2 years without re-confirmation of consent

Required Message Elements

Every commercial message sent through Sendifai must include:

• Accurate sender information — the "From" name and email address must truthfully identify your organisation
• Honest subject line — the subject must accurately reflect the email content
• Physical postal address — a valid postal address for your organisation
• Clear unsubscribe mechanism — a visible, working one-click unsubscribe link
• Advertising identification — clear indication if the message is a commercial advertisement (where required by law)

Unsubscribe Requirements

• Include a clear, visible unsubscribe link in every commercial message
• Sendifai automatically processes email unsubscribe requests — do not interfere with this mechanism
• Never charge a fee or require personal information to process an unsubscribe
• Never re-add contacts who have unsubscribed unless they provide fresh, explicit consent
• SMS and WhatsApp: honour STOP/opt-out requests immediately

Sending Thresholds and Monitoring

We actively monitor the following metrics across all accounts:

Complaint Rate

• Target: Below 0.05%
• Warning threshold: 0.08%
• Action threshold: 0.1% — accounts consistently above this level face suspension

For context, Google requires complaint rates below 0.1% and recommends below 0.05% for optimal deliverability.

Bounce Rate

• Target: Below 2%
• Warning threshold: 3%
• Action threshold: 5% — campaigns with bounce rates above 5% indicate poor list hygiene

Unsubscribe Rate

Unusually high unsubscribe rates (above 2%) may trigger a review, as they can indicate recipients did not expect to receive your messages.

Spam Trap Hits

Any spam trap hits will trigger an immediate investigation. Spam traps are email addresses maintained by mailbox providers and anti-spam organisations that should never receive legitimate email.

Monitoring and Enforcement

We monitor for spam and abuse through:

• Mailbox provider feedback loops (complaint reports)
• Bounce rate analysis
• Spam trap detection
• Content review (automated and manual)
• Abuse reports from recipients
• Sending pattern analysis

Enforcement Actions

Violations are addressed proportionately:

1. First offence (minor): Warning with required corrective action within 48 hours
2. Repeated or significant offence: Temporary sending suspension until issue is resolved
3. Serious offence: Account termination without refund
4. Illegal activity: Immediate termination and reporting to relevant authorities

Sending to purchased lists, phishing, and malware distribution result in immediate termination with no warning.

Best Practices

To maintain good standing and optimal deliverability:

• Use confirmed opt-in for new subscribers
• Send a welcome email immediately after subscription
• Set clear expectations about content and frequency at signup
• Segment your audience and send relevant content
• Clean your list regularly — remove hard bounces, inactive contacts, and role addresses
• Monitor your engagement metrics (opens, clicks, complaints, bounces)
• Respect sending frequency preferences
• Warm up new sending domains gradually
• Authenticate your domain (SPF, DKIM, DMARC)

Reporting Spam

If you receive unwanted messages from a sender using Sendifai, please report it:

• Email: abuse@sendifai.com
• Include: The full message including headers, and a brief description of why you believe it is spam

We investigate all reports and take appropriate action.

Changes

We may update this policy from time to time. Material changes will be communicated via email to account holders.

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