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Acceptable Use Policy

Last updated: 17 January 2024
Effective date: 25 January 2024

Vero’s Acceptable Use Policy forms a part of the Vero Terms of Service entered into between you, the Customer, and Vero and describes the acceptable and unacceptable use of the Services.

The prohibited conduct in this Acceptable Use Policy is not exhaustive. The Customer is responsible for its authorized users’ compliance with this Acceptable Use Policy. If Customer or any authorized user violates this Acceptable Use Policy, Vero may suspend Customer’s use of the Services.

Anti-Spam Policy

Vero strictly enforces a zero-tolerance spam policy and reserves the right to issue warnings to customers whose activities exceed the 0.3% spam complaint threshold. This rate is enforced by Google and is inline with industry standards.

See “Handling recipient abuse complaints and high spam complaint rates” for information on how we handle high spam complaint rates. In the event of persistent non-compliance following repeated warnings, Vero may, at its discretion, allocate a dedicated IP address to the customer. Subsequently, the customer shall be subject to a monthly fee for the provision and maintenance of said dedicated IP address.

To use Vero, you must be compliant with our required opt-in policy. This means all recipients must have opted-in to receive communications from the sending entity. An opt-in can occur via a sign-up form on a website, as a point-of-sale sign-up form, or on a physical sign-up sheet. Purchased lists are not allowed regardless of the source.

A customer’s account will be terminated if the user sends unsolicited email messages.

Prohibited Content

Vero prohibits the use of the Services to create, send, display, advertise, or sell:

  • Illegal goods or services.
  • Pornography, escort services and sexually explicit content.
  • Emails that violate CASL, CAN-SPAM act or any other anti-spam and related laws.
  • Campaigns promoting or supporting terrorism or violent extremism. This includes content that advocates, promotes or otherwise encourages violence against any governments, organizations, groups or individuals or which provides instruction, information or assistance in causing or carrying out such violence
  • Campaigns sent to any purchased mailing list.
  • Material that exploits children or discloses any personal or private information about children.
  • Material that is abusive, bigoted, prejudiced, racist, hateful, profane, obscene, violent, harassing, fraudulent, deceptive, misleading or otherwise illegal.
  • Solicits or participates in pyramid schemes.
  • Malicious material, such as malware or viruses.

Some industry content triggers a higher number of abuse complaints. In order to maintain a reliable sending platform for all customers, we will review and may prohibit the use of the - Services by customers that create, send, display, advertise, or sell:

  • Dating or sexual encounter sites or services.
  • Pharmaceutical products.
  • Gambling services or products.
  • Multi-level or affiliate marketing.
  • Credit or debt repair services.
  • Work-at-home or money-making scams.
  • Selling “Likes” or followers for any social media platform.

Vero reserves the right to prohibit the use of the Services by any Customer at its sole discretion.

Handling recipient abuse complaints and high spam complaint rates

Customer is responsible for ensuring that campaigns sent by Customer do not generate a recipient or user-generated spam complaint rates in excess of industry standards.

If Customer’s complaint rates exceed this, Vero may:

  • Require you to use your own sending provider (Sendgrid, Mailgun, etc.)
  • Where using Vero’s IPs and/or shared domains, take action to prevent or repair damage to the sending reputation of Vero’s sending infrastructure, including suspending Customer’s use of the Services.

The Customer is responsible for maintaining a clean list to ensure high deliverability standards.

Your adherence to this policy ensures that Vero maintains a high reputation for our sending infrastructure which, in turn, will boost the deliverability and effectiveness of messages sent by all customers.

Right to remove, suspend or terminate

In line with Clause 5.2 of the Terms of Service, Vero may, at its sole discretion, remove any customer content, suspend, or terminate Customer’s use of the Services for any actual or alleged breach of this Acceptable Use Policy.

Removal, suspension, or termination pursuant to this clause will not terminate Customer’s obligation to pay any fees owed to Vero.