1. Restrictions and Responsibilities
Unsubscriptions
Every email message sent in connection with the Services must contain an "unsubscribe" link that allows visitors to remove themselves from your mailing list.
If you have used the Flexmail's "Double Opt-In" feature that allows you to request a recipient to confirm that you have his or her permission to send emails to him or her, and such recipient has not responded or does not respond affirmatively to such request for confirmation, you agree that you shall not send emails through Flexmail to such recipient.
You cannot email to distribution lists, newsgroups, or spam email addresses. You cannot copy a Flexmail template and use the design for purposes other than sending emails from Flexmail.
Flexmail, at its own discretion, may immediately disable your access without refund to the Services if Flexmail believes at its sole discretion that you have violated any of the restrictions listed above.
You will adopt and maintain our Privacy Policy and our Anti-Spam Policy which may be modified by Flexmail from time to time. Anyone found in breach of these restrictions will find their account terminated immediately without warning and without refund of any sums paid.
Spamming Complaints
Any complaints received by Flexmail of your alleged involvement in spamming will be forwarded to you via email. You must respond to this email to Flexmail within 24 hours. If you fail to respond within 48 hours or you fail to show that the alleged spamming email was not sent by you, Flexmail may terminate your account at any time without notice and without any refund.
When you receive a complaint of spamming, you must immediately remove the complaining recipient from your email list, failing which Flexmail may terminate your account at any time without notice and without a refund.
When Flexmail receives a spam complaint from one of your contacts or from an ISP, Flexmail will move the email address of this contact to the Central Blacklist in your Flexmail account. This contact will also immediately be deleted from all of your mailing lists. You further understand that sending bulk email may cause an ISP to terminate your internet service. You are responsible for complying with the Conditions of service of your ISP and Flexmail assumes no liability for your non-compliance with such Conditions.
Permission is required
When having subscribers subscribe, you must ensure that they know you will be sending them emails. You should also let them know how frequently they can expect to receive emails. By having this information available and easy for your subscribers to understand, you can ensure lower bounce, lower unsubscription and lower and complaint rates.
Importing your existing subscribers
You are able to import your existing subscribers without requiring an additional opt-in process by our service. Any subscriber you import should have already opted in to receive your emails. Importing subscribers who have not directly requested emails from you in the past (using your own opt-in process) cannot be imported.
Using subscribers collected offline
You must have direct permission of every subscriber in your list to send them emails. This includes emails that you would obtain offline. If you ask people to subscribe offline (such as on a piece of paper) you must be able to provide documented proof of the subscribers giving you permission to email them. Please note that simply getting someone's business card is not an acceptable opt-in and you cannot import or send to emails that you have obtained from business cards.
Reporting Abuse
If you think anyone using the Services is violating any of these Conditions, please notify us immediately by emailing
info@flexmail.be.
Hard bounces
In order to assure deliverability standards for your account, Flexmail will check every campaign for hard bounces from non-existing e-mail addresses based on the RFC 3463, code 5.1.1. Non existing e-mail addresses will automatically be moved to the Central Blacklist in your Flexmail account. These contacts will also be deleted from all of your mailing lists.
2. Your sending practices and results
High bounce rate
If you receive a high bounce rate for your campaign(s) that is a sign that you may not have direct permission to send to your subscribers, or that the process in which you requested/gathered subscribers does not fit our policies or industry standards. Accounts with abnormal bounce rates may be put under review. If you receive an above average bounce rate you will need to look into your process for subscriptions, ensuring your subscribers know what types of emails (and how often) they will receive when subscribing, etc.
High unsubscription rate
Flexmail continually analyzes unsubscription rates from your campaigns. Accounts that have an abnormal amount of unsubscribes may be put under review. If you receive an above average unsubscribe rate you will need to look into your process for subscriptions, ensuring your subscribers know what types of emails (and how often) they will receive when subscribing, etc.
High complaint rate
Flexmail maintains relationships with all the major ISP's to ensure top deliverability. Part of keeping a relationship with ISP's allows Flexmail to analyze/obtain complaint data (in addition to complaints that are sent to Flexmail directly from subscribers). Using this data, Flexmail can quickly find out if an account has an abnormal complaint rate. Accounts with above average complaint rates are put under review. By maintaining strict standards for complaints Flexmail can ensure that all of our legitimate and low complaint users experience high deliverability.
