Acceptable
use policy.

Effective Date: October 14, 2026 Last Revised: October 14, 2026

This Acceptable Use Policy ("AUP") sets out what you may and may not do with maildx. It forms part of our Terms of Service. Where this policy and the Terms disagree, the Terms prevail.

The short version: use maildx to answer your own customers' support email, and do not use it to send mail people did not ask for.

1. Who may use maildx

maildx is a business-to-business platform for customer support operations. It is not intended for personal, household, or consumer use.

By using maildx you confirm that:

• You are at least 18 years old and able to enter into a binding contract.
• You are authorised to bind the organisation on whose behalf you are signing up.
• You will not use the service to process data belonging to anyone under 18.

2. Permitted use

You may use maildx to:

• Receive and answer inbound customer support email sent to a domain you control.
• Ground AI-assisted replies in documentation you own or are licensed to use.
• Escalate conversations to your own human agents and manage those tickets.
• Measure your own support performance, SLA compliance, and AI spend.

3. Prohibited use

You must not use maildx to:

3.1 Send unsolicited email

• Send bulk, promotional, or marketing email.
• Send cold outreach to recipients who did not contact you first.
• Send to purchased, rented, scraped, or harvested address lists.
• Continue contacting anyone who has asked you to stop.

maildx is designed for reactive support: replying to people who wrote to you. It is not a campaign tool.

3.2 Infringe rights

• Upload or ingest documentation you do not own or have no licence to use.
• Process content that infringes copyright, trade marks, patents, or trade secrets.
• Circumvent technological protection measures or licence restrictions.

3.3 Break the law

• Violate any applicable law, including data protection, export control, sanctions, and anti-spam legislation.
• Process data you have no lawful ground to process.
• Facilitate fraud, phishing, or deceptive practice.
• Send email that misrepresents its origin or disguises the sender.

3.4 Harm people

• Process content that sexualises minors, or that depicts or incites violence, terrorism, or self-harm.
• Harass, threaten, defame, or discriminate against any person.
• Process special-category data (health, biometric, genetic, political, religious, or trade-union data) unless you have a lawful basis and have notified us in writing.

3.5 Abuse the platform

• Attempt to access another tenant's data, or probe, scan, or test our systems without written permission.
• Reverse engineer, decompile, or attempt to derive source code, except as permitted by law.
• Resell, sublicense, or white-label the service without a written agreement.
• Circumvent rate limits, quotas, budget caps, or the AI kill switch.
• Introduce malware, or use the service to distribute it.
• Use the service to build a competing product.
• Place unreasonable load on the platform, including automated traffic that is not genuine support email.

3.6 Misuse the AI features

• Present AI-generated output as human-authored where disclosure is legally required in your jurisdiction.
• Rely on AI output for legal, medical, financial, or safety-critical advice without qualified human review.
• Attempt to manipulate the model into ignoring its grounding rules, or use maildx to generate content it is designed to refuse.

4. Your responsibilities

You are responsible for:

• Lawful basis. Establishing and documenting your lawful ground for processing your customers' personal data, and providing them with adequate notice.
• Accuracy of sources. The correctness of the documentation you upload. maildx answers from your sources; if a source is wrong, the answer will be wrong.
• Review settings. Choosing whether drafts require human approval, and staffing that review.
• Your own commitments. Any promise you make to your customers, including response times, is yours, not ours.
• Account security. Keeping credentials and access to your workspace secure, and removing access for people who leave.
• Domain ownership. Only connecting domains you are authorised to send from.

5. Domain verification and sending reputation

You must verify ownership of every sending domain before use. You must not:

• Send from a domain you do not control.
• Spoof, forge, or misalign SPF, DKIM, or DMARC records.
• Use maildx in a way that damages the shared sending reputation of our email infrastructure.

6. Suppression and opt-out

maildx maintains a suppression list. Addresses that hard-bounce or complain are suppressed, and maildx will not send to them. You must not attempt to bypass suppression, and you must honour opt-out requests promptly.

7. Enforcement

We may investigate suspected violations. If we find one, we may take action proportionate to the risk, which can include:

1. A warning and a request to remediate.
2. Throttling or suspending the affected integration.
3. Disabling AI processing for the workspace.
4. Suspending or terminating the account.

For serious violations — illegal content, harm to individuals, or attacks on the platform — we may suspend immediately and without prior notice. Where the law permits and circumstances allow, we will tell you what we found and what we did.

We may also report unlawful activity to the appropriate authorities.

8. Reporting abuse

If you believe someone is using maildx to send you unsolicited mail, to infringe your rights, or to break the law, report it to abuse@maildx.dev. Include the full message headers where possible. We investigate every report.

For intellectual-property complaints, contact legal@maildx.dev with the work concerned, the material you believe infringes it, and your contact details.

9. Changes

We may update this policy as the service evolves. Material changes will be published before they take effect, and continued use of maildx after that date constitutes acceptance.

10. Contact

• Abuse reports: abuse@maildx.dev
• Legal and IP: legal@maildx.dev
• All contacts: see the Contact & Grievance page