1. Introduction and Glossary E-goi values the security and integrity of the Service provided. The Client must adhere to this Acceptable Use Policy when using the Service and any others we may offer. Non-compliance with this policy may result in suspension or termination of the Service to the Client. E-goi also reserves the right to take these measures if behaviours or content that pose a threat to the Service are identified, as outlined in the Terms of Use (attached to this Agreement). The main terms used in this document are defined and explained in detail in the Glossary (attached to this contract). It is advisable to consult it for a better understanding of the concepts and definitions applied herein. 2. Prohibited Content The use of E-goi is subject to the following restrictions. It is not permitted to use the E-goi Service to: Distribution of Illegal or Offensive Content Create, send, display, advertise, or sell illegal products or services. Send emails that violate data protection laws such as GDPR or LGPD, or anti-spam laws. Share or promote pornography or sexually explicit content. Promote or support terrorism, violent extremism, or any form of discrimination or hatred. Distribute counterfeit products or products infringing intellectual property rights, such as trademarks, copyrights, designs or patents. Market products claiming to prevent, treat or cure diseases without approval from competent authorities. Offer products whose sale is prohibited by law due to abusive practices such as price manipulation. Prohibited Behaviors Utilise names, addresses, emails, titles, subjects, or other misleading or incorrect information in any campaign. Share the access credentials to the E-goi account. Decrypt, decompile, disassemble, or reverse-engineer any part of E-goi’s software. Use the software or any part of the Services to create competing products. Send emails without including an unsubscribe mechanism managed by E-goi or with unauthorised external cancellation processes. Set up multiple accounts to send similar content on behalf of the same person or entity. Import or store in E-goi sensitive personal information beyond the permissible scope of applicable laws, such as social security numbers, passwords, or confidential information. Import or utilise purchased, rented, third-party-sourced, co-registered, public access, or otherwise unauthorised contact lists lacking explicit consent. Create or send personal emails using the E-goi Service. Send or share content created in E-goi using other services without prior authorisation. Store content or use the bandwidth of E-goi's servers for purposes unrelated to the Service, such as hosting, using and sending content through methods external to E-goi. Engage in activities to surpass or circumvent the Service's technical and commercial limits (e.g., manipulating data and settings to avoid restrictions or additional costs). Send bulk emails not conforming to the designated functionalities for such purposes. Areas of Special Attention and Restriction E-goi adopts strict measures to prevent abuse related to certain business areas, including but not limited to: High-risk financial services: Payday loans, cash advance, short-term loans (except from direct banks), auto loans, stock alerts, mortgages, student loans, debt collection (except by the original creditor), lead generation or commissions, tax relief programmes, cryptocurrency, online trading, "day trading" tips or stock market advice. Get-rich-quick schemes: Deceptive work-from-home programmes, mystery shopper ad campaigns, high-risk investment opportunities, multi-level affiliate marketing, gambling/sweepstakes, online money-making schemes. Third-Party and Content Representation: Debt collection or consolidation, debt relief or reduction, debt forgiveness, credit repair, generic job alerts, brokers, mailing services on behalf of third-parties without creating or analysing content, or using non-authored material or that infringes third-party rights. Controlled substances: Tobacco, vaping, cannabis/CBD, illegal drugs, pharmaceuticals, nutritional supplements, herbal and vitamin products. SHAFT Content: Sex, hate speech, alcohol, firearms, profanity, escort services, international marriage agencies or similar services, relationship services, couple swaps or sexual encounters, items for adult entertainment or sexual nature. Fraud and deceptive practices: Phishing, fraud, spam, deceptive marketing, selling social media virality or followers, cryptocurrencies and digital assets related to initial coin offerings. Charity: Donation solicitation (assessed on a case-by-case basis). Others: Horoscope, real estate and other restricted areas, as evaluated by E-goi. Responsibility and Consequences Violation of any of the above restrictions may result in: Suspension or termination of the Service to the Client. Reporting of unlawful activities to the appropriate authorities, where applicable. Imposition of financial or legal penalties, as stipulated in the Terms and Conditions of Service (attached to this contract). The Client must ensure that their use practices always comply with this policy. 3. Conditions for Suspension and Blocking of the Service The Client’s Service may be suspended or blocked by E-goi in the following situations: Low Reputation: Use of the Service resulting in low reputation, evaluated based on E-goi’s internal criteria and widely recognised external indicators, such as delivery rates, spam complaints, and reputation platform feedback, may lead to the Service's suspension. Maintaining a good reputation is essential to ensure the integrity and effectiveness of the Service. Importing Dangerous Contacts: Importing contact lists containing potential threats or marked as dangerous may result in the Service's suspension. This measure is in place to protect the Client and ensure compliance with security standards. Exceeding Plan Limits: If the Client exceeds the contracted plan limits without proceeding to the corresponding update or plan adjustment, the Client’s Service will be temporarily blocked until the situation is regularised. Non-payment: Absence of payments as stipulated in the contractual terms will result in the suspension of Service to the Client until all financial obligations are met. Spam Attempt: Any attempt to use the Service for sending spam or unauthorised content will result in the immediate blocking of the Service to maintain quality and recipient protection. In the case of illegal activities, E-goi reserves the right and duty to report the occurrence to the appropriate authorities. Breach of any of the E-goi Service Terms (attached to this contract) In all the above situations, responsibility for any violation of the rules and subsequent account blocking rests solely with the Client. E-goi reserves the right to implement blocks to ensure compliance with its usage and security policies. 4. Acceptable Limits for Email Metrics To ensure the quality and effectiveness of E-goi’s email sending component, it is essential that the performance metrics of each send remain within acceptable parameters. These metrics, including delivery, open, click-through, and bounce rates, are indicative of the relevance and compliance of sends made by the Client through the Service. Failure to comply with the established limits can negatively impact the Client's email reputation, affecting both recipients’ experience and the overall performance of the Service. This clause outlines the guidelines and limits for these metrics, ensuring that all sends are carried out responsibly, effectively, and in accordance with best marketing practices. Metrics Acceptable Explanation Unique opens greater or equal to 2% In relation to the number of message opens sent in the last 3 days. Hard bounces (recent) less or equal to 2% In relation to the number of messages with bounces in the last 15 days. Hard bounces (total) less or equal to 15% In relation to the total of contacts. Voluntary removals less or equal to 1.4% People clicking on the message removal button. Suspicious contacts less or equal to 10% Known bounces, administrative email addresses (role accounts), non-existent addresses or those never used for sign-ups. Spam complaints less or equal to 0.08% For over 1000 delivered messages (however, the number of complaints per day must never exceed 50). Opened complaints less or equal to 1% In relation to the number of message opens sent in the last 3 days. Spam traps and unjustifiable complaints less or equal to 1 A spam trap is an email address deliberately created to identify illegal databases. 5. Recommended Practices E-goi is committed to keeping the Service secure and efficient. To this end, E-goi provides best practice guidelines to be followed in using the Service. These include guidance on contact and permission management, as well as recommended practices for marketing campaigns. Failure to adhere to these practices may result in the suspension or termination of the Service to the Client. The Client agrees that, even though some of E-goi’s features may be offered under the designation "unlimited", they must always be used responsibly by the Client. For the purposes of this Policy, "responsible use" means that the use of features designated as "unlimited" will generally be considered 10 times above its related element (e.g., "unlimited sends" will mean that 1 contact will equate to 10 monthly sends per channel). This practice aims to promote the efficient and fair use of the available resources, preventing activities that might compromise the integrity, performance, or availability of the Service to the Client. Failure to comply with responsible use may result in limitations being imposed on the Service or, in extreme cases, the suspension of the Service or termination of the Agreement. The Service may be provided through a shared server structure used by several clients or dedicated. In either situation, exceptional load limitation situations may arise at certain times. If necessary, E-goi will be available to coordinate with the Client an appropriate solution to mitigate any effect, with additional costs potentially being applied. 6. IP and Blacklist Management If the Client opts for E-goi's dedicated IP solution, responsibility for the removal ("delisting") of any IP from blacklists rests solely with the Client, as the sending practices and behaviours leading to blacklisting are conducted under the Client's direct management. E-goi commits to providing reasonable guidance and technical support to the Client to assist in removing IPs from such lists, but primary action and responsibility for implementing corrective measures to prevent future listings remain with the Client. E-goi recommends that the Client follow the recommended sending practices and take proactive measures to monitor the reputation of the IPs used, ensuring that necessary actions are swiftly executed in case of any eventuality. 7. Reporting Violations If abuses or rights violations are identified in the E-goi Service, one should contact E-goi. All reports are taken seriously and thoroughly investigated. 8. Enforcement To ensure a secure platform, E-goi uses a combination of automated processes and human reviews that analyse Client behaviour within the Service and the content created and published by the Client. If E-goi suspends or terminates the Service to the Client, the Client will be notified and informed on how to proceed with any clarifications. 9. Point of Contact for the Digital Services Act (DSA) For matters related to the EU Digital Services Act, or for European Union authorities, E-goi provides a contact point. Messages should be sent in English, or accompanied by a translation. 10. Amendments E-goi may amend this Policy at any time by publishing the most recent version on the E-goi Site. E-goi will notify the Client via RSS of any changes to this Policy as soon as possible. The Client will have the option, if they object, to terminate the Agreement within thirty (30) days after such notification. Unless the Client terminates the Service, the new Policy will enter into effect immediately upon the date of publication indicated in the new Policy, as applicable, and will apply to the continued or new use of the Service.