Acceptable use rules

Effective from: 13 October 2026

This is a translation of the rules in Swedish, which are at sendora.se/acceptable-use. If the two differ, the Swedish rules govern.

The rules say what the Customer may send and receive through Sendora, and what Sendora does if they are broken. They are part of Sendora’s terms of service, and words such as “the Customer” mean the same here as there. Sendora changes the rules as the terms provide.

Anyone who wants to report abuse does so as section 9 describes.

1. What the service is for

Sendora relays transactional email. These are messages that the Customer’s systems send to a recipient because of something the recipient has done or a relationship with the Customer. Examples are receipts, order confirmations, invoices, notifications, sign-in links, password resets and appointment notices. The recipient expects the message.

The service also relays broadcasts: newsletters, service information and other messages with the same content to many recipients. Broadcasts go on a broadcast stream. They are sent from their own IP addresses and have their own suppression list.

The service also receives email for the Customer’s systems. The content of received mail is kept for at most 30 days.

2. What may not be sent

The following may not be sent through the service:

• newsletters, campaigns, offers or other broadcasts to many recipients on a transactional stream, since they belong on a broadcast stream;
• messages to recipients who do not meet section 4, for example addresses that have been bought, rented or scraped, or collected without the recipient themselves having done anything towards the Customer;
• messages that mislead about who the sender is, what the message is about or where a link leads, such as phishing or messages that claim to come from someone else;
• malicious code, or links and attachments that lead to it;
• threats, harassment or stalking;
• content that is illegal in Sweden, where the Customer is or where the recipient is, or that infringes anyone’s rights;
• messages that the recipient has asked not to receive, where such a choice exists.

A transactional email may still contain a small amount of marketing, such as an offer in the footer of a receipt. The transaction must then be the purpose of the message, and the recipient must be allowed to receive marketing from the Customer under section 4.

Nor may the service be used

• as a mailbox where people get their own email and read it;
• to forward received mail as a service to others;
• to collect addresses from received mail for broadcasts, or otherwise to process senders’ data for purposes other than the matter they wrote about;
• to receive mail for a domain that the Customer does not control.

The Customer’s systems may show received mail to the Customer’s staff, for example in a ticketing system.

3. Businesses that cannot become customers

Sendora does not accept customers whose business is

• sexual services or pornography;
• gambling, even when licensed;
• high-cost credit, or services that promise for a fee to settle debts or remove adverse credit records;
• multi-level marketing or pyramid schemes;
• affiliate marketing or the sale of leads;
• trading in address lists;
• the sale of followers, likes or reviews.

Sendora may also refuse other businesses that would harm the service’s reputation or its ability to deliver.

4. The recipients

Anyone who receives the Customer’s messages must have given the Customer a reason to send them.

• A transactional email goes to the person whom the message concerns, because of something the recipient has done or a relationship with the Customer.
• A broadcast with marketing, such as a newsletter or an offer, may go only to someone who has consented to the broadcasts or is already a customer of the Customer. It may go to an existing customer only if the law of the recipient’s country allows it. The recipient must then have been given the chance to opt out when the address was collected, and must have it in every broadcast.
• A broadcast about a service that the recipient uses, such as service information, planned downtime or a change to terms, goes to whoever uses the service. It requires no consent.

The service’s unsubscribe link must be in every broadcast, service information included.

The Customer must be able to show when and how each address on a broadcast list was added. The law where the recipient is always applies, also when it requires more than these rules.

If a recipient has unsubscribed, or the service has suppressed the address after a bounce or a complaint, the Customer must remove the address from its own lists. Nor may the Customer try to reach the recipient with the same kind of messages on another stream, another account or by another route.

5. What the Customer must do

The Customer must

• send only from domains that the Customer controls and has verified in the service, or from its customers’ domains under section 6;
• use a sender address that the recipient recognises and can reply to;
• keep its API keys secret, and revoke a key that has gone astray;
• disconnect a connected app that does something the Customer does not want;
• test with addresses that the Customer itself controls, never with made-up addresses at real domains, since these bounce and count towards the limits in section 7;
• decide for itself what content can be sent by email;
• not get around the service’s limits, suppressions or pauses, for example by splitting broadcasts across several accounts or streams;
• not test the service’s security or load it with tests without Sendora’s written consent in advance.

The service encrypts the connection when the recipient’s server offers it, and then never sends unencrypted. A server that does not offer encryption receives the message unencrypted, and what the recipient then does with it is outside the service. Data that needs protecting, such as data about health, should therefore not be in the message. It should be reached through a link to a service where the recipient signs in.

6. Sending on behalf of one’s own customers

The Customer may send on behalf of its own customers, if the Customer said so when the account was approved or has later received Sendora’s consent. An example is a booking system that sends confirmations from each clinic’s own domain. The Customer is then responsible for its customers’ messages as for its own. The Customer binds them to these rules and verifies every domain that is sent from. Sendora may require the Customer to stop sending for a particular customer.

The service may not sit behind a service where anyone can sign up and send email with content and recipients of their own choosing. Examples are an open newsletter tool or a tool for bulk mailings.

7. Limits that are measured

Complaints about the Customer’s messages must be fewer than 0.1 per cent of the delivered messages. Hard bounces, that is messages that cannot be delivered at all, must be fewer than 5 per cent of those sent. Sendora monitors the rates and reviews an account that is above them. The review may lead to a pause until the cause has been investigated.

Each account has a limit per minute and a cap per month, which are stated in the documentation. A sudden increase in volume is reviewed.

For received mail, the following applies:

• A received message may be at most 35 MB.
• Each account receives mail for at most 300 recipients per minute, unless Sendora has set another limit. A message to three of the account’s addresses counts as three.
• Mail over the limits is rejected when it is handed to the service, never afterwards. The sender then learns of it from their own server.
• Received mail counts towards the month’s volume in the same way as sent mail. What is rejected does not count.

On a broadcast stream, complaints are measured per stream. The service pauses the stream automatically if the complaints during the last 24 hours are more than 0.1 per cent of the deliveries, and those 24 hours have at least 1,000 deliveries. That pause is called the brake. Nothing more then goes out on the stream until Sendora has gone through the list with the Customer and resumed the stream. The transactional streams are not affected.

A bulk mailing sent as transactional email, that is the same subject to many recipients within an hour, alerts Sendora. It is reviewed as a breach of section 2.

8. What Sendora does on a breach

Sendora may, as the breach requires,

• pause a broadcast stream, everything that the account sends, or receiving on the account’s inbound addresses and domains, with immediate effect;
• require action and an explanation before the pause is lifted;
• terminate the agreement with immediate effect on a serious or repeated breach.

A pause also holds back messages that have already been handed to the service. Where receiving is paused, mail is rejected temporarily, so that the sender’s server tries again.

Only the brake in section 7 pauses by itself. The service’s other signals, such as a sudden increase in volume or a bulk mailing sent as transactional email, alert Sendora. Every other pause, and every lifting of a pause, is decided by a person at Sendora.

When a pause begins, the account’s administrators get an email from Sendora. It says what has been paused, what circumstances lie behind it, which rule it concerns, whether the decision was made automatically and how the pause is lifted. The email may wait when it would hinder an investigation of a crime.

If the Customer considers the decision wrong, the Customer replies to the email. A person at Sendora then reviews the decision again. A dispute is decided as the terms provide.

Sendora may stop all outgoing traffic and all receiving for all accounts, if that is needed to protect the service. If Sendora suspects a crime that threatens anyone’s life or safety, Sendora informs the police.

9. Reports

Report abuse of the service, and content that you consider illegal, to abuse@sendora.se, in Swedish or English. A report should contain

• the message with its headers;
• why it is reported;
• the reporter’s name and email address, except when the report concerns child sexual abuse;
• a statement that the report is accurate and complete, to the best of the reporter’s knowledge.

Sendora confirms that the report has arrived and assesses it. Sendora replies with what has been decided and how the decision can be reviewed again. Sendora also reads mail to postmaster@sendora.se, and takes part in the large email providers’ systems for complaints.

abuse@sendora.se is also Sendora’s point of contact for authorities and customers under the EU Digital Services Act, in Swedish or English.