At MoonMail, we take permission very seriously. By creating an account and agreeing to our Terms of Service, you are also agreeing to this Anti-Spam Policy.
Spam is defined as any email you send to someone who hasn’t given you their direct permission to contact them on the topic of the email.
However, permissions are often interpretive and occupy a sort of grey area. Let’s get to some specific scenarios so it’s clear what does and doesn’t constitute permission:
Email Addresses that you CAN Send Campaigns to with MoonMail:
To send an email to anyone using MoonMail, you must have clearly obtained their permission. This could have been done through:
- An email newsletter subscription form on your web site.
- An opt-in checkbox on a form. The person completing the form must willingly select the checkbox to indicate they want to hear from you.
- If someone completes an offline form like a survey or enters a competition, you can only contact them if it was explained to them that you would be contacting them by email.
- Customers who have purchased from you within the last 2 years and accepted to receive marketing content.
- If someone gives you their business card and you have explicitly asked for permission to add them to your list, you can contact them.
In a few words, you can only ever email anyone who has clearly given you permission to email them specifically about the subject you’re contacting them about.
Email Addresses that you CAN’T Send Campaigns with MoonMail?
Anything outside the examples above doesn’t equal permission in our eyes, but here are some examples to make sure we’re crystal clear. By using MoonMail, you agree not to send to any email address which:
- You do not have explicit, provable permission to contact in relation to the topic of the email you’re sending.
- You bought, loaned, rented or in any way acquired from a third party, no matter what they claim about quality or permission. You need to obtain permission yourself.
- You haven’t contacted via email in the last 2 years. Permission doesn’t age well and these people have either changed their email address or won’t remember giving their permission in the first place.
- You scraped or copy and pasted from the web. Just because people publish their email address doesn’t mean they want to hear from you.
Sure, some of these people might have given you their email address, but what’s missing is your permission to email them commercial messages. Blasting promotional emails to any of these people won’t be effective and will more than likely see your email marked as spam by many of your recipients.
What content MUST I include in my email?
Every email you send using MoonMail must include the following:
- A single-click unsubscribe link that instantly removes the subscriber from your list. Once they unsubscribe, you should respect that and not email them again.
- The name and physical address of the sender. If you’re sending an email for a client, you’ll need to include your client’s details instead.
- Email footer. You have to show the information about your company and include an unsubscribe URL that allows people to opt-out.
Mike, our Intelligence Man…
MoonMail has hundreds if not thousands of layers of checks to monitor and ensure you comply with our anti-spam policy. Here are a few of them:
- Our system is able to detect spam behaviors at the same time a campaign is being sent. If you don’t have permission and someone marks your campaign as spam, we’ll know about it the moment that button is pressed. If you receive a complaint rate greater than 0.085% of all recipients (that’s 8 complaints about every 10,000 recipients) you will receive a warning requesting an explanation and giving you advice. Higher levels of complaints will result in accounts being blocked or terminated, right away, no discussion.
- At the time of sending a campaign, if you start getting a bounce rate higher than 4.50% in the current progress, the campaign will be stopped to prevent a full block. You’ll need to contact support to receive advice in this case. Higher levels of bounces will result in accounts being blocked or terminated, again, right away, no discussion.
- We monitor blacklists and our abuse accounts all day long. We can pinpoint who is causing us delivery problems or attracting complaints very easily.
If we do discover that you’re emailing people without their permission, we will terminate your account immediately without a refund, according to our Terms of Service.
In the end, it’s really about common sense. Put yourself in your recipient’s’ shoes. If they don’t recognize who you are or aren’t interested in what you’re sending, they’ll think you’re a spammer. It’s that simple.
Would you just walk into your newly moved in neighbor’s house because you know their door is open? Would you go into their kitchen and prepare some sandwiches? Would you then sit down and start chatting with them?
Aha, SPAM is the same, plain and simple. Don’t bother people, otherwise, you’ll find yourself in a bit of trouble.
If failing to follow the Anti-Spam Policy
If you fail to follow the guidelines of our Anti-Spam Policy you won’t get a refund. Including all Campaigns fees once paid to MoonMail (including upon any termination or suspension of this Agreement).
If you have any questions about our Anti-Spam Policy, or if you want to report spamming activity by one of our customers, please contact us at:
You can call us from 9:00 to 17:00 UTC +01:00 (Brussels, Copenhagen, Madrid, Paris)
+1 (844) 227-3642
We can handle the conversation with you either in English, Catalan, French, and Spanish.