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Acceptable Use Policy
The rules that keep Cometamail trusted: no spam, phishing or malware, fair sending limits, honest use of unsend, edit and expiry, and how we handle abuse reports and appeals.
Why this policy exists
This Acceptable Use Policy sets out the rules for using Cometamail, the email service provided by Cometamail S.L., Carrer de la Pau 18, 46002 València, Spain, CIF B12345678 (“Cometamail”, “we” or “us”). It forms part of our Terms of Service, and terms defined there have the same meaning here.
It applies to everyone who uses the Service, on every plan, including administrators and members of Festival plans. Festival customers are responsible for making sure that their members follow it.
Email only works when people trust it. If a few accounts send spam or scams, other mail providers start treating every Cometamail address with suspicion, and everyone’s messages suffer. That is why we take this policy seriously and apply it consistently.
No spam
You must not use the Service to send unsolicited bulk or commercial messages. In particular, you must comply with article 21 of Law 34/2002 of 11 July on information society services and electronic commerce (“LSSI-CE”), which prohibits sending commercial communications by email that the recipient has not previously requested or expressly authorised, except where there is a prior contractual relationship and the communication concerns products or services similar to those originally contracted, and with the equivalent laws of the recipients’ countries.
You must not send mail to lists of addresses that you have bought, rented, harvested or scraped; send messages with false or misleading headers, sender information or subject lines; or hide the commercial nature of a message or the identity of the person on whose behalf it is sent.
Every commercial message you send must identify you as its sender and give the recipient a simple, free way to object to receiving further messages, and you must respect objections promptly.
Cometamail is designed for personal and professional correspondence, not for newsletters or marketing campaigns to large audiences. If you need to send bulk mail, please use a service built for that purpose.
Sending limits
To protect the reputation of Cometamail addresses, the following limits apply. Diamond: up to 300 recipients per day. Delta: up to 1,000 recipients per day. Festival: up to 2,000 recipients per person per day. On every plan, a single message may be addressed to no more than 100 recipients, counting To, Cc and Bcc.
Each address in a message counts as one recipient, limits are measured over a rolling period of 24 hours, and messages that are forwarded automatically count towards your limit.
You must not try to get around these limits, for example by spreading a mailing across several accounts or aliases, or by creating accounts for that purpose. If you have a genuine need for higher limits, for example for a large team on Festival, write to help@cometamail.com and we will consider your request.
We may temporarily lower the limits of new accounts, or of accounts showing signs of compromise, to protect the Service, and we tell you when we do.
Fraud and impersonation
You must not use the Service to deceive anyone, including by sending phishing messages designed to obtain passwords, financial details or other personal data; running scams, fraudulent offers or pyramid schemes; sending false invoices or payment requests; or impersonating any person, company, public body or Cometamail itself.
You must not register addresses, display names or custom domains that are designed to mislead people about who you are, or that infringe the trade marks or other rights of others.
You may send messages on behalf of an organisation only if you are authorised to do so.
Malware and attacks
You must not send, store or link to viruses, ransomware, spyware or any other malicious code, or files designed to damage devices or systems or to gain unauthorised access to them.
You must not use the Service to attack, probe or disrupt other networks or systems, including through denial-of-service attacks, or send mail designed to overload a recipient’s mailbox.
You must not attempt to access accounts, data or systems that you are not authorised to access; test, scan or probe the vulnerability of the Service except under a responsible disclosure arrangement agreed with us in writing; interfere with or get around our security measures, sending limits or filtering; or use scripts or other automated means to create accounts or send mail.
If you discover a security weakness in the Service, please tell us privately at abuse@cometamail.com and give us a reasonable time to fix it before disclosing it to anyone else. We will not take action against anyone who reports a weakness to us in good faith and in line with this policy.
Harmful and illegal content
You must not use the Service to send, store or share unlawful content, including child sexual abuse material, which we report to the competent authorities; content that incites violence, terrorism, or hatred of or discrimination against people because of characteristics protected by law; content that infringes intellectual property, privacy or data protection rights; or any other content that is illegal under Spanish or EU law or the law of the recipient’s country.
You must not use the Service to harass, bully, threaten, stalk or intimidate anyone, or to send sexually explicit material to people who have not agreed to receive it.
You must not use the Service to disclose other people’s personal data without a lawful basis, including sharing private or intimate images without the consent of the people shown in them.
Using the string fairly
Unsend, edit and expiry are designed to help you correct mistakes and protect your privacy. You must not use them to destroy or conceal evidence that you know is or may be relevant to legal proceedings, an investigation or an audit, or to avoid any legal or regulatory obligation to keep records, including obligations that apply to businesses under commercial, tax, employment, financial services or data protection law.
You must not use editing to mislead others, for example by changing the terms of an offer, agreement, invoice or confirmation after the other person has relied on it without clearly telling them. The “edited” note shown on changed messages exists so that nobody is misled, and you must not try to hide, remove or get around it.
You must not use expiring messages or links to share content designed to avoid detection of unlawful activity, or use expiry to make harassment harder to report. Recipients can report messages before they expire, and we may preserve a reported message where this is necessary to investigate it or where the law requires it.
Festival customers who set team expiry policies are responsible for making sure that those policies are consistent with the records they are legally required to keep.
Domains, aliases, forwarding
You may connect only domains that you own or are authorised to use, and you must keep their DNS records accurate.
You must not set up forwarding rules or automatic replies that create mail loops, send automatic replies to mailing lists, or forward mail to addresses that have not agreed to receive it.
You must not use aliases or additional accounts to hide your identity in order to break this policy, or to evade a restriction or suspension we have applied.
Reporting abuse
If you receive spam, phishing or any other message from a Cometamail address that you believe breaks this policy or the law, please forward it to abuse@cometamail.com, including the full message headers if you can. Cometamail users can also use the Report option in the app.
Notices of allegedly illegal content under Regulation (EU) 2022/2065 (the Digital Services Act) can be sent to the same address. Please explain why you consider the content to be illegal, say where it can be found (for example, the address or link concerned), give your name and email address, and confirm that you believe in good faith that the information in your notice is accurate and complete.
We acknowledge reports without undue delay, deal with them diligently and objectively, and tell the person who reported them what we have decided, where we have their contact details. We do not tell the account holder who made a report unless the law requires us to.
If content involves an immediate threat to someone’s life or safety, please contact the police or emergency services first.
Enforcement
When we become aware of a possible breach of this policy, we look into it and take action that is proportionate to its seriousness and to the risk to other people and to the Service. Depending on the circumstances, we may send you a warning; ask you to remove content or stop an activity; temporarily lower your sending limits; block specific messages or links; suspend some features or the whole account; or close the account and end our contract with you under the Terms of Service.
In serious cases, such as phishing, malware, spam campaigns or child sexual abuse material, or where an account appears to have been compromised, we may act immediately and without prior warning, to protect other people and the Service.
When we take action, we tell you by email what we have done and why, the facts we relied on and how you can appeal, unless the law prevents us from doing so or doing so would compromise an investigation or the safety of others. We may report illegal activity to the competent authorities and cooperate with them as the law requires.
If your account has been compromised, we will help you secure it and restore normal access as quickly as possible, and we lift any restrictions applied because of the compromise once the account is secure.
Appeals and changes
If you disagree with a decision we have taken under this policy, you can appeal by replying to our email or writing to abuse@cometamail.com within six months of the decision. Your appeal is reviewed by a person who was not involved in the original decision, and we tell you the outcome and the reasons for it without undue delay. If we find that we were wrong, we reverse the decision straight away.
Appealing to us does not affect your right to use any other remedy available to you, including those described in the section “Disputes and governing law” of our Terms of Service.
We may update this policy to respond to new kinds of abuse or to changes in the law. We will tell you about significant changes at least 30 days before they take effect, unless a change is urgently needed to prevent abuse or to comply with the law. The date at the top of this policy shows when it was last updated.
Questions about this policy can be sent to abuse@cometamail.com or legal@cometamail.com.