Acceptable Use Policy
Part of the Terms of Service. Effective January 1, 2027. Draft for attorney review
PXCMail exists so that regulated businesses can email their patients, clients and partners safely. Every customer shares our sending infrastructure and reputation, so we enforce this policy strictly and transparently. It applies to Customer and all of its Users.
1. Prohibited content and conduct
- Unsolicited or bulk email. Sending marketing or bulk mail to recipients who have not given consent; using purchased, rented or scraped lists; sending without a functioning unsubscribe where the law requires one (CAN-SPAM, TCPA for SMS). The Service is for business correspondence, not mass mailing; use a dedicated marketing platform for newsletters.
- Deception. Forged headers, impersonation of any person or organization, phishing, pretexting, or sending from domains Customer does not control.
- Malicious code and attacks. Malware, exploits, attempts to probe, scan or test the vulnerability of the Service or any system without written authorization (security researchers: see security.txt), denial-of-service, or circumventing security or sending limits.
- Unlawful or harmful content. Content that is illegal where Customer or the recipient is located, that infringes intellectual property, that is defamatory, that exploits minors, or that promotes violence or hatred.
- Misuse of regulated data. Using the Service to disclose Regulated Data in violation of law, or submitting data types the Service is not approved for (for example classified or export-controlled technical data).
- Account misuse. Sharing credentials, disabling multi-factor authentication, circumventing device policies, reselling access without a partner agreement, or using automated systems to create accounts.
- Interference. Any use that degrades the Service for other customers.
2. Sending limits and reputation thresholds
| Measure | Threshold | What happens |
|---|---|---|
| Recipients per message | 100 (500 on Hosted Pro by request) | Rejected with a clear error |
| Messages per Seat per day | 2,000 (new accounts: 200 for the first 14 days, then 1,000 for 30 days) | Deferred until the next day; admin notified |
| New external recipients per Seat per hour | 150 | Deferred; admin notified; possible account-takeover check |
| Hard-bounce rate (30-day) | 3% | Warning at 2%; sending paused at 3% until lists are cleaned |
| Spam-complaint rate (30-day) | 0.05% | Warning at 0.03%; sending paused at 0.05% |
| Attachment size | 35 MB in email; 2 GB via encrypted delivery link | Rejected with instructions |
Limits may be raised for Customers with a demonstrated legitimate need. Inbound delivery and access to data are never paused for reputation reasons.
3. Enforcement
We detect violations through automated monitoring, abuse reports and feedback loops with mailbox providers. Depending on severity we may: warn the account owner; rate-limit or pause outbound sending for a domain or Seat; require remediation (list cleaning, password resets, MFA re-enrollment) before resuming; or suspend or terminate the account for serious or repeated violations. We will always tell Customer what was detected and why, and lift restrictions when the cause is resolved. We may report unlawful activity to law enforcement.
4. Reporting abuse
To report abuse originating from PXCMail infrastructure, email [email protected] with full message headers. We acknowledge reports within one business day.