Acceptable Use & Fair Use Policy

Draft for legal review — not yet in force. Items in [square brackets] need confirming before publication.

Last updated: 2 October 2026 · Version: 2026-10-03-draft3

Every Audova customer sends through shared infrastructure, so one account's poor practice can affect everyone's deliverability. This policy forms part of our Terms of Service. It explains what you may and may not do, and what fair use means on your plan.

1. Who you may email

1.1 Only people who have given you permission, or with whom you have an existing customer relationship that the law allows you to market to (the "soft opt-in" under PECR).

1.2 You must not upload or email bought, rented, borrowed, scraped or automatically generated lists, or addresses you have no lawful basis to contact.

1.3 Every marketing email must let the recipient unsubscribe. Audova adds an unsubscribe link automatically; you must not remove, hide or disable it, and you must not re-add people who have unsubscribed without their fresh consent.

2. What you may send

You must not use Audova to send or store anything that:

  • is unlawful, fraudulent, deceptive or misleading, including disguising who an email is from or using a false or misleading subject line;
  • is phishing, malware or anything designed to obtain passwords or payment details;
  • is hateful, harassing, threatening, obscene or defamatory;
  • infringes anyone's intellectual property or privacy;
  • promotes illegal goods or services.

3. Deliverability

3.1 To protect every customer's ability to reach the inbox, Audova monitors bounce and complaint rates. If your sending exceeds a [5]% bounce rate or a [0.3]% complaint rate, or produces an unusually high number of bounces or complaints in a short period, sending from your account is paused automatically. We will tell you why and help you resolve it before sending resumes.

3.2 Addresses that hard-bounce or complain are suppressed automatically. An address that unsubscribes is not emailed again from the list(s) it left, or at all if it unsubscribes from everything. To protect shared sending infrastructure, Audova also keeps a platform-wide list of one-way-hashed addresses that hard-bounced or complained on any account, and will not send to them.

4. Fair use

4.1 Contacts and team members. There is no limit on the number of contacts you store or team members you invite.

4.2 Email sends. Each plan includes the monthly email allowance per location shown on our pricing page. We tell you as you approach it, and sending stops if you reach it, until the start of the next calendar month; a campaign that would take you over is stopped and needs to be re-scheduled. If you need more, ask us — we raise allowances for established accounts with healthy sending.

4.3 New accounts. To protect deliverability for every customer, a new account's sending is limited to [10,000] emails a day for its first [30] days, so a single campaign during that time can reach up to [10,000] recipients. The limit lifts automatically after that, provided bounce and complaint rates stay within section 3. We can lift it sooner on request.

4.4 AI features. Each plan includes a monthly allowance of AI actions per location, shown on the pricing page. Using AI features to generate content unrelated to your marketing, or to resell or automate access to them, is not fair use.

4.5 Text messages. Where we offer SMS, messages are charged per message at the rate shown when you send.

4.6 Platform. You must not interfere with the service, attempt to access other customers' data, overload it (for example by excessive automated requests to our API), or resell it without our written agreement.

5. If this policy is breached

We may pause sending, suspend features or, for serious or repeated breaches, close the account, as set out in the Terms of Service. Where we reasonably can, we will warn you first and give you a chance to put things right.

To report misuse of Audova: hello@audova.co.uk.