This policy describes what you may and may not do with OneHive Mail. It applies to every account and every user, and it is part of our Terms of Service. Our Anti-Spam Policy covers consent and permission in more detail.
Why this policy exists
Email works because people trust it. When one sender abuses it, recipients are harmed and email providers start blocking or filtering mail from everyone who shares the same infrastructure. This policy protects the people who receive email sent through OneHive Mail, every customer’s ability to reach the inbox, and the service itself. Because we deliver email through Amazon Web Services, using OneHive Mail also requires following the Amazon Web Services Acceptable Use Policy.
Content you may not send
You may not use OneHive Mail to send, link to or store content that:
- Is illegal, or promotes illegal products, services or activities.
- Is deceptive or fraudulent, including phishing, impersonating another person or business, fake invoices or misleading claims.
- Contains or links to malware, viruses or other harmful code.
- Harasses, threatens, defames or promotes hatred or violence against any person or group.
- Is sexually explicit or exploits minors in any way.
- Infringes someone else’s copyright, trademark, privacy or other rights.
- Promotes pyramid schemes, “get rich quick” offers or similar schemes, or makes misleading financial or health claims.
Sending practices that aren’t allowed
- Emailing people who haven’t given you permission, or with whom you don’t have a valid implied-consent relationship.
- Importing or emailing purchased, rented, traded, scraped or harvested lists, or lists from third parties or affiliates.
- Hiding or misrepresenting who you are, using a misleading From name or subject line, or disguising the commercial purpose of an email.
- Removing, hiding or interfering with the unsubscribe link or identification footer that OneHive Mail adds, or ignoring an unsubscribe request in any way.
- Sending to made-up or guessed addresses, or to lists you know contain many invalid addresses.
- Using several accounts, or other workarounds, to get around limits, a pause or a suspension.
Misusing the platform
- Probing, scanning or testing the security of OneHive Mail, or trying to access other customers’ data or accounts.
- Overloading, disrupting or interfering with the service or its infrastructure.
- Sharing sign-ins between people, or reselling access to OneHive Mail without our written agreement.
- Using OneHive Mail to store sensitive personal information it isn’t designed for, such as payment card numbers, government identification numbers or health records.
Sending standards
High bounce and spam complaint rates are a sign that a list wasn’t collected with permission or isn’t being kept up to date. Every account must keep, over any 30-day period:
- Bounces below 4% of emails sent, and
- Spam complaints below 0.08% of emails sent.
Once an account has sent at least 200 emails in that period, OneHive Mail checks these rates automatically. If either one reaches its limit, sending pauses until we have reviewed it with you. You can see your current rates in the app under Reports → Deliverability.
Enforcement
If we reasonably believe an account breaks this policy, we may, depending on how serious it is: contact you and ask you to fix it, pause sending, remove content, suspend the account, or close it without refund. Where we can, we’ll explain why and give you a chance to respond, but we may act immediately to protect recipients, other customers or the service. We may report illegal activity to the appropriate authorities.
Reporting abuse
If you believe someone is using OneHive Mail in a way that breaks this policy, send us a message through our contact page. Tell us who sent the email, its subject and when you received it, and why you’re concerned; we may ask you to forward the email itself. If you simply don’t want to receive a particular sender’s email, the unsubscribe link at the bottom works immediately.