Acceptable use & spam policy

Vellumail is for ordinary personal and business correspondence - not newsletters, marketing email, mailing lists, or any other bulk or one-to-many mail, even to recipients who agreed to receive it.

What's blocked technically

This isn't just a policy line - it's enforced on every outgoing message: mail carrying newsletter/mailing-list headers (List-Unsubscribe, List-Id, Precedence: bulk, and similar) is rejected outright at send time, and every mailbox has a hard daily cap on the number of distinct recipients it can send to.

If our IP gets blacklisted

We monitor our own outbound mail infrastructure against third-party block lists (RBLs/DNSBLs). If one of our sending IPs is ever listed, we automatically trace it back to the specific mailbox and account responsible - not a guess, and never every account on the affected infrastructure. That mailbox is:

• banned from sending immediately (it can still receive mail, and its owner can still log in);
• the account is charged a fixed remediation fee (currently £25) as a separate, payable invoice - never charged automatically to a card on file;
• the whole account's mail flow is held until that fee is paid - new mail is queued, not lost or bounced - and the billing contact is emailed naming the mailbox responsible.

As soon as the fee is paid, the mailbox and the account's mail flow both resume automatically - no separate reactivation step. See our Terms and Conditions (Section 5) for the full policy.

Why we're strict about this

Shared infrastructure means one account sending spam puts every other customer's deliverability at risk. Detecting and acting on it automatically, the moment it happens, keeps that from becoming everyone else's problem.