Space email acceptable use policy

1. What this covers

A Space on Frequency can email its own contacts: one-off campaigns, scheduled sends, automated sequences, and an event host's updates to that event's guests. This policy covers all of it. It sits on top of our Terms of Service, which still apply.

Email is off for every Space until someone who runs the Space turns it on. By default that is the Space's owner or an admin; a Space can open it to its editors. Turning it on means confirming that you have permission to email these people and will follow anti-spam rules. The Space is the sender, and the people who run it are responsible for what it sends.

2. How your email goes out

• We send it through our email provider from Frequency's shared sending address, with your Space's name as the sender name.
• Replies go to that shared address, not to your Space.
• Every email ends with Frequency Labs Holdings' postal address.
• Every email carries a one-click unsubscribe link, both in the email itself and in the header inbox apps use for their own unsubscribe button.
• We record opens and link clicks for each email, and show them to your Space as totals and on each contact's timeline.

3. Who you may email

Only people who asked to hear from your Space. In Frequency, that means a contact your Space holds as subscribed. A contact gets there by doing something themselves: joining your Space, ticking the opt-in box on your contact form, taking something you offered in exchange for their email, unlocking an offer from your QR code, or accepting a warm intro. Anyone else is skipped when you send, and the skip is logged.

Contacts you import start as not opted in, and a campaign skips them. Importing a list does not give you permission to email it.

One exception. The host of an event may send updates about that event to the people who signed up for it, even if they never subscribed to the Space. Only event updates, only to that event's own guests, and everyone who unsubscribed or muted event updates is still skipped.

Do not:

• Buy, rent, borrow, trade, or scrape email lists
• Add people because they handed you a card, filled in a sign-up sheet for something else, or appear in a directory
• Email anyone who has unsubscribed from your Space, including through another tool
• Share your Space's contacts with another Space or business to email

4. Unsubscribes

• One click unsubscribes a person from your Space. The next send skips them. There is no login, no form, and no fee.
• A person can instead mute one kind of email from your Space (marketing, event updates, or announcements) and keep the rest. Each send is tagged with one of those, and a muted kind is skipped.
• Your Space's email page lists everyone you can no longer email and why. You cannot remove anyone from that list. If someone wants to hear from you again, they have to opt in again themselves.
• Do not try to get around an unsubscribe: no new address for the same person, no re-importing them, no mailing them from somewhere else about the same thing.

5. What your email must be

• From your Space, under its real name. Do not pose as another person, business, or Frequency.
• Honest in its subject line. The subject says what the email is about.
• Clear about who is writing and why the reader is getting it.
• Complete. Keep the unsubscribe link our editor adds. Do not hide, shrink, or remove it.

6. What you may not send

• Anything our Terms of Service prohibit, including harassment, threats, hate, and illegal content
• Phishing, malware, or links that pretend to go somewhere they do not
• Requests for passwords, card numbers, or bank details by email
• Health claims that promise to cure, treat, or prevent a disease or condition
• Firearms, weapons, or explosives
• Drugs, cannabis, or prescription medicines, and supplements sold with medical claims
• Gambling, sweepstakes you are not licensed to run, or games of chance
• Sexual content or adult services
• Get-rich-quick offers, multi-level marketing recruitment, crypto or investment pitches, and payday or debt offers
• Anything sold for someone else, or email sent on another business's behalf

We may add to this list. When something is unclear, ask us before you send.

7. Sending limits

• A Space can send up to 500 emails a day, counted from midnight UTC. This is the same on every plan.
• Your plan may also set a monthly allowance, which resets on the 1st.
• A person who is skipped (unsubscribed, never opted in, or bounced) does not count against any limit.

These limits protect the sending reputation every Space shares. Do not split one list across several Spaces or accounts to get around them.

8. Bounces and spam complaints

If an address bounces for good, or a person marks your email as spam, nobody on Frequency can email that address again. That stop applies to your Space and to every other Space.

Your Space's email page shows what was sent, delivered, bounced, and marked as spam. It warns you when spam complaints go above 0.1% of what you sent, which is the line inbox providers watch. If you see that warning, stop, and send only to people who clearly asked.

9. When we turn email off

We can turn off email for a Space at any time. Turning it off stops everything, including scheduled sends and sequences. We may do it when:

• A Space breaks this policy or our Terms of Service
• Spam complaints stay above 0.1%, or bounces climb, and do not come down
• Recipients report the Space's email to us
• Our email provider asks us to stop a sender

We will tell the Space's owner why by email. For serious or repeated problems we may also suspend the Space or the accounts involved, as our Terms of Service allow. A suspended Space sends no email at all.

10. Asking us to look again

If we turned off your Space's email and you think we got it wrong, email hello@frequencylocal.com with your Space's name and what happened. A person reads every appeal and writes back. If you have fixed the cause (for example, cleaned the list or changed how people sign up), tell us what changed.

11. Your part

Your Space is the sender. You are responsible for following the email laws that apply to you and to the people you write to, which can include the CAN-SPAM Act in the United States, Canada's anti-spam law, and data protection law in the UK and European Union. Keep a record of how each person opted in to your Space.

12. Changes to this policy

We may update this policy. When we make a real change, we will tell every Space that has email turned on before the change takes effect.