Email Sending Policy

1. Permission-only outbound

All email sent through SuperSend must be permission-based B2B outbound. "Permission" means you have a lawful basis under applicable regulations — not merely that an address exists or was scraped from a website.

Acceptable list sources include prior business relationships, legitimate interest with appropriate documentation, explicit opt-in, event or content downloads with clear consent, and contacts obtained through lawful enrichment of business profiles. Purchased lists, bulk scraped addresses, and consumer email databases are not permitted.

2. Message requirements

Every commercial email must:

• •Accurately identify the sender (From name and domain must match the sending identity).
• •Include a clear, working unsubscribe or opt-out mechanism.
• •Include a valid physical mailing address where required by law (e.g., CAN-SPAM).
• •Use honest subject lines — no deceptive or misleading content.

3. Unsubscribe & suppression

Unsubscribe requests must be honored promptly — within 10 business days at most, and typically faster through SuperSend's built-in suppression handling. Once a contact opts out, they must not receive further commercial messages from that sending program.

You are responsible for maintaining accurate suppression lists across campaigns, sequences, and connected sending identities on your account.

4. Complaints & feedback loops

SuperSend monitors complaint signals including feedback loops (FBLs), abuse reports to sendingabuse@supersend.io, and provider complaint rates. Elevated complaint rates trigger review and may result in sending pauses or account suspension.

Customers must investigate complaint spikes, remove problematic list segments, and adjust targeting. Repeated complaints from the same campaign pattern are treated as an AUP violation.

5. Deliverability & list hygiene

Before sending at scale, validate addresses and remove hard bounces. SuperSend provides validation tools that consume plan credits. Sending to known bad addresses, spam traps, or repeatedly bouncing domains damages shared infrastructure reputation and is prohibited.

Warmup, volume ramping, and sender rotation must follow platform guidance. Attempts to bypass warmup safeguards or send maximum volume on day one may result in throttling or suspension.

6. Enterprise vs. self-serve

All customers — enterprise and self-serve — are bound by this policy and our Acceptable Use Policy. Enterprise accounts may receive additional deliverability support, dedicated infrastructure review, and custom sending programs, but abuse standards apply equally.

Self-serve accounts are subject to automated enforcement thresholds (complaint rates, bounce rates, blocklist hits). Enterprise accounts that violate policy are suspended the same way — without refund.

7. Reporting abuse

Recipients, mailbox providers, and blocklist operators can report issues at supersend.io/abuse. We acknowledge reports within 24 hours and take action within 72 hours for verified violations.

Provider escalations: supersend.io/postmaster