Acceptable Use Policy – AUP

Purpose and scope

This Acceptable Use Policy (“AUP”) governs the use of Qboxmail services and protects the security, availability and reputation of its infrastructure, as well as service quality.

Capitalised terms have the meaning assigned to them in the applicable agreement or terms. Customers and Resellers must inform their users and customers of this AUP and take reasonable measures to ensure compliance.

The AUP may be updated to reflect changes in services, legislation and threats. Material changes will be communicated as provided for in the agreement, unless immediate application is required for security reasons, legal or regulatory requirements, or infrastructure protection. The current version and its last updated date are published on the Qboxmail website.

Customer and Reseller obligations

Customers and Resellers must:

protect credentials and the systems, devices, applications and web forms through which they use the services
promptly notify Qboxmail of any unauthorised use or security breach and cooperate in its containment and resolution
prevent, identify and stop any non-compliant use through the accounts they manage

Qboxmail may request information about traffic and the implementation of corrective measures. Customers and Resellers must respond promptly.

If an account is compromised or used in an anomalous or non-compliant manner, Qboxmail may immediately restrict or suspend its sending capabilities until the causes have been removed.

Reports of suspected abuse of Qboxmail services should be forwarded to [abuse@qboxmail.com](mailto:abuse@qboxmail.com).

Prohibited uses

Qboxmail services may not be used to:

engage in unlawful or fraudulent activities, infringe third-party rights or transmit content that violates applicable law
send spam, phishing, malware or other dangerous, harmful, unsolicited or unwanted messages, including through links or attachments
falsify or conceal the origin of messages or use identities, addresses, domains, headers, names, trademarks or other third-party distinctive signs without the necessary rights or authorisation
send messages or configure forwarding that generates an abnormal number of invalid recipients, bounces, rejections or abuse reports
compromise, interfere with or attempt to circumvent security, filtering or rate-limiting systems, including by artificially rotating senders, domains, accounts or other identifiers
use resources excessively or disproportionately, impairing the service or its quality for other users

Qboxmail may take action even where there is a legal basis for sending if messages are unwanted or adversely affect the reputation or proper operation of the infrastructure.

Email Hosting specific policies

The Email Hosting service is intended for normal personal and business correspondence. It may not be used for bulk sending, marketing automation, SMTP relay or excessive volumes of machine-to-machine communications.

Auto-replies, forwarding, occasional notifications and other normal mailbox functions are permitted, provided they remain compatible with the nature of the service.

Qboxmail may automatically restrict traffic involving anomalous volumes, recipient patterns, bounces, access patterns or other behaviour.

Email Delivery specific policies

The Email Delivery service is intended for transactional and promotional messages, subject to the following conditions:

the Customer must have a valid legal basis and, where required, the recipients’ consent, and must be able to demonstrate the origin of the contact details and how they were obtained
purchased, rented, randomly generated, scraped or otherwise unlawfully obtained recipient lists, or lists obtained without a valid legal basis, may not be used
the sender of the email must be clearly identified and use only controlled or authorised domains, completing the verification and authentication procedures required by Qboxmail
promotional messages must include a clear and functional unsubscribe method, and requests must be honoured promptly by excluding recipients from further promotional sends until they make a new request or provide renewed consent
transactional messages must relate to a relationship, service or operation requested by the recipient and may not be used to circumvent the rules on promotional communications
the Customer must promptly manage unsubscribes, bounces, spam complaints and abuse reports, exclude addresses that must no longer be contacted and maintain an active abuse reporting channel

Protective measures and consequences

In the event of an AUP violation, anomalous use or risk to the infrastructure, Qboxmail may:

reject, block or subject specific messages to additional checks based on its security, threat intelligence, reputation or blocklist systems
restrict or suspend sending, receiving, access or specific features for accounts, senders or domains, including towards specific recipients, domains or receiving providers
apply temporary restrictions or require a gradual increase in volume for new domains, new traffic streams or significant traffic changes
request information and corrective measures
suspend or terminate the service as provided for in the agreement

Qboxmail will normally inform the Customer or Reseller but may act without prior notice when necessary. Where possible, measures will be limited to the affected resources.

For repeated, serious or unresolved violations, measures may remain in place until the issue is resolved, or the service may be terminated as provided for in the agreement.

Suspension or termination resulting from an AUP violation does not entitle the Customer to a refund, except as otherwise required by applicable law or the agreement.