Acceptable Use Policy

Helo’s Acceptable Use Policy (“AUP” or “Policy”) forms a part of the Helo Terms of Service entered into between you, the Customer, and Helo Ehlo LLC and describes the acceptable and unacceptable use of the Services. The prohibited conduct in this AUP is not exhaustive. Customer is responsible for its authorized users’ compliance with this AUP.

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Email Service Providers (“ESP”) like Helo are unique in that we are only as good as the reputation and sending practices of our customers. A single bad actor can take down a good portion of an ESP’s reputation, but it takes everyone as a whole to create an exceptional reputation over time. So a big part of our delivery efforts are spent in the area of encouraging good email behavior on our platform, and preventing bad senders from messing things up for everyone. To put it another way: our reputation depends on the quality of our customers.

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To make sure that we keep our platform safe and our deliverability high, there are certain types of senders and behaviors that we do not allow. The purpose of this document is to make our platform’s rules as clear as possible, and to help you understand why Helo may not be a good fit for you. 

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Helo reserves the right to suspend or terminate Your account at any time for violation of the AUP. Refunds will not be issued for breaches of our AUP. 

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Anti-spam policy

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Helo has a no tolerance spam policy. “Spam” means unsolicited communication to persons with whom our Customers (or our Customers’ customers for platforms sending on behalf of others) do not have a business relationship or who have not specifically requested (opted-in to) mailings.

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We monitor the Services for any large increases in sending emails. A User’s account will be suspended or terminated if the User sends unsolicited email messages. Please report any suspected abuse to support@helohq.com.

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Email types that we don’t allow

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This should go without saying, but you can’t use Helo to do or promote anything illegal. There are other industries that aren’t illegal, but tend to generate a lot of spam complaints.

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To be specific, we may not allow the following businesses or types of services to use Helo:  

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• Emails offering to sell illegal goods or services
• Emails that violate CAN-SPAM Laws
• Pornography/sexually explicit content
• Escort services
• Pharmaceutical products
• Gambling services or products
• Multi-level marketing
• Affiliate marketing
• Make money online opportunities
• Credit repair and get out of debt opportunities
• Short-term / payday loan services
• List brokers or list rental services
• Selling “Likes” or followers for a social media platform
• Other emails that we find, in our sole discretion, hurt our reputation or our deliverability

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Sending statistics

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In addition to the content guidelines above, there are a few other things we expect from our customers once you start sending with Helo, regardless of your industry: 

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• Your spam complaint rate has to be lower than 1 in 1,000 emails (0.1%). If you exceed this limit your account might get paused while we work with you to figure out what’s going on.  
• Your bounce rate has to be lower than 10% of all emails sent. Anything higher than that and inbox providers will start to think that you’re sending to poorly qualified recipients.

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Appropriate email practices

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All email lists contained and/or used with respect to the Service must be permission-based subscriptions. Use of a list that has been purchased or rented from a third party is strictly prohibited.

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It is Your responsibility to monitor and maintain unsubscribe requests for Your list that are outside of the functionalities of the Service. Emails sent unsolicited will receive abuse complaints that will be reflected on Your account. It is Your responsibility to maintain abuse results lower than the industry standard.

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Sending broadcast emails

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Broadcast emails ("Broadcast") are sent to a list of recipients who all receive a variation of the same template-driven email, and the content is information/promotional in nature rather than driven by user actions. For Broadcast email, you are required to: 

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1. Include a valid address and company name in the email
2. Provide a frictionless way to opt-out (unsubscribe) and honor their request within 7 days
3. Follow any and all applicable laws and regulations, like but not limited to CAN-SPAM

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We reserve the right to terminate your account for, among any other reason in our sole discretion, violation of the provisions of this AUP.

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