Last Updated: August 2, 2021
This Email Policy applies to the email Services (“Twilio SendGrid Email”). Email recipients expect that the emails they want to receive will reach them, unhindered by filtering or other blockers. An important step Twilio and its customers can take to make that expectation a reality is to prevent and eliminate unwanted emails. To that end, Twilio strives to work with its customers so that emails are sent to recipients that wish to receive those emails and those emails comply with applicable laws, regulations, and industry standards or guidance.
This Email Policy is part of and central to Twilio's Acceptable Use Policy. This Email Policy covers the following areas:
- Compliance with Laws
- Consent (“opt-in”)
- Sender Identification
- Revocation of Consent (“opt-out”)
- Prohibited Content
- Prohibited Actions
- Deliverability Risk
- Creation of Multiple Accounts
- Age Gating
You and your end users and customers must comply with this Email Policy and all applicable laws, regulations, and industry standards or guidance in connection with your use, or your end users’ or customers’ use, of Twilio SendGrid Email. You are responsible for your end users’ and customers’ use of Twilio SendGrid Email.
- You will obtain opt-in consent from a recipient prior to sending emails to that recipient to the extent required by applicable law or regulation.
- You will not use purchased or rented email lists or email lists of recipients that have not affirmatively consented (i.e., opted in) to receive emails from Customer
- Where applicable law or regulation requires opt-in consent for emails, proof of such consent should be retained by you in accordance with the applicable law or regulation and at least until the email recipient opts out of receiving emails.
- Country specific consent requirements, such as double opt-in, use of pre-checked consent boxes from consumers to assume consent, and customers misconstruing consent by inaction or silence should be adhered to based on laws or regulations in the applicable jurisdiction.
- Every email you send must (a) clearly identify and accurately represent yourself or your organization if you are the sender (i.e., the party that obtained the opt-in consent from a recipient or the party that is initiating the email), and (b) include a clear non-deceptive subject line, which accurately describes the content and purpose of the email (e.g. email is an advertisement or promotion)
All commercial or promotional emails that you send to an individual must include the following in the body of each email:
- An accurate physical mailing address in the body of the email, an address where unsubscribe requests can be physically mailed;
- A clear and conspicuous unsubscribe link; and
Individuals must have the ability to revoke consent to receive further non-legally required notices at any time. When an individual opts out, you must honor the request within 10 days or the timeframe required by the applicable law or regulation, whichever is shortest. An individual must provide opt-in consent before you can send any additional emails.
The key to ensuring that email remains a great channel for communication and innovation is preventing abusive use of email platforms. That means we never allow certain types of content via Twilio SendGrid Email, even if our customers get consent from recipients for received content. Twilio’s Acceptable Use Policy prohibits sending any content that is illegal or content that is harmful, unwanted, inappropriate, objectionable, confirmed to be criminal misinformation, or otherwise poses a threat to the public, even if the content is permissible by law.
Examples of prohibited content include, but are not limited to:
- Pornography/sexually explicit content;
- Misinformation about products claiming to prevent, treat, or cure health issues (such as illness or disease) that have not been approved by the applicable government authority;
- Escort services, mail-order bride/spouse finders, international marriage brokers, and other similar sites and services;
- Advertising for prescription medication that cannot legally be sold over-the-counter;
- Hate speech, harassment, exploitative, defamatory, obscene, abusive, or any communications that originate from a hate, terrorist, or violent extremism group;
- Content that is fraudulent or meant to mislead the recipient (e.g., phishing emails);
- Malicious content intended to harm, such as malware or viruses;
- Any content that is designed to intentionally evade filters.
You and your end users and customers are prohibited from using Twilio SendGrid Email in the following ways:
- using third party email addresses, domain names without proper consent or authorization from the third party;
- sending emails that result in an unacceptable number of spam or unsolicited email complaints;
- disguising, falsifying, or manipulating the origin, subject matter, headers, or transmission path information of any email;
- sending chain letters, pyramid schemes, or other fraudulent or deceptive content to a recipient;
- using any tracking technologies (e.g., tracking pixels or cookies) in emails sent to a recipient prior to obtaining consent from that recipient to the extent and in the manner required by applicable law or regulation; and
- evading mechanisms, filters, and detection capabilities designed to identify unwanted emails.
Some content or sending practices are not illegal or prohibited but are highly likely to face deliverability issues. High rates of deliverability problems and third-party complaints (e.g., consumer or recipient complaints or complaints from inbox providers) may negatively affect the performance of Twilio SendGrid Email and Twilio’s business reputation. As such, email content or sending practices that generate such outcomes may lead to Twilio’s refusal to deliver emails or account suspension. Examples of content that may be at risk for increased monitoring and potential deliverability issues include, but are not limited to, the following:
- Emails related to work-at-home hoaxes, get rich quick schemes, and make money online schemes;
- Unsolicited lead generation opportunities;
- Gambling services;
- Multi-level and affiliate marketing;
- Credit repair and get-out-of-debt opportunities;
- Multimedia Messaging Service; MM3 Stage 3 for Internet Mail Exchange;
- Selling “Likes” or followers for a social media platform; and
- Cryptocurrencies, virtual currencies, and any digital assets related to an Initial Coin Offering.
All Twilio SendGrid Email customers are prohibited from creating an excessive number of accounts for the purposes of circumventing internal controls. In general, accounts are limited to one free and one paid Twilio SendGrid email account per customer with Subusers and Teammates to segregate usage as appropriate.
If you are sending email in any way related to alcohol, firearms, gambling, tobacco, cannabis, or other adult content, then you must ensure that the recipient is at least of legal age to provide consent to receive such an email based on where the recipient is located. You need to be able to provide proof that age gating is in place.