Acceptable use and suspension policy

Draft pending legal review. This text is not yet a published policy. Items in brackets must be filled in before publishing. If this English version and the Portuguese version differ, the Portuguese version prevails.

Couryo protects the sending reputation of every customer. This policy says what is forbidden, how we measure, what happens when something looks wrong and how to appeal. Our commitment: no pause without notice, without a reason, or without someone to listen.

1. What is forbidden#

• Sending to purchased, rented, traded or scraped lists.
• Sending to people who have no relationship with you or did not agree to receive email, where consent is required.
• Phishing, scams, sender or brand spoofing, and any attempt to deceive recipients.
• Malware, or links to malware or scam pages.
• Illegal content, including piracy, hate speech, sexual exploitation and the sale of prohibited goods.
• Hiding or obstructing unsubscribe in marketing email.
• Creating multiple accounts or splitting sends to evade limits.
• Using Couryo to test lists of addresses ("validation" by sending).

2. What we expect from senders#

• Clearly identify who is sending, from a verified domain.
• In marketing email, include one-click unsubscribe and honor it within 2 days.
• Have a lawful basis to email every recipient.
• Keep bounce and complaint rates low, removing addresses that bounce.
• Separate transactional and marketing email with the stream field.

3. How we measure#

• Content: automated systems, including AI, analyze content and links. At level 1, every email; at level 2, by sampling.
• Rates: bounces and complaints are measured in real time, per project and per receiving provider.
• Spikes: volume far above your usual holds sending for a check.

4. Trust levels#

Moving up is automatic. The dashboard shows your current level and what is missing for the next.

5. Gradual pause#

When the bounce rate goes above 3% or the complaint rate above 0.05%, or when content analysis finds a problem, the response is gradual:

1. the daily limit goes down;
2. marketing email is paused;
3. critical transactional email (password, login and billing) keeps going, with a lower limit.

Every pause comes with the reason, the numbers behind it and what to fix, in the dashboard, by email and in the API response. After you fix it and a clean period passes, volume comes back automatically.

6. Immediate suspension#

We only suspend an account entirely, skipping the steps above, on clear fraud: phishing, malware, a proven purchased list, a compromised account sending spam, or a legal order. Even then, we tell you the reason and you can request a review.

7. How to request a review#

1. In the dashboard, click Request a review and explain the case (what happened and what you already fixed).
2. An AI agent analyzes it right away, with your account data, and decides clear cases.
3. If there is still doubt, a person on the team reviews it and replies within 1 business day, with the reason for the decision.

You can also write to contato@couryo.com.

8. Account closure#

On serious repeat violations or confirmed fraud, we may close the account. You receive the reason in writing and can export your data (events, suppressions and templates) for [DEFINE PERIOD] days, unless the law prevents it. Amounts paid for unused periods are refunded, except in cases of fraud.

9. Reporting abuse#

Received an abusive email sent through Couryo? Forward it with full headers to abuse@couryo.com. [CREATE THE MAILBOX.]