Our clients certify that they will use our software only to send emails to customers and prospects that have directly consented (opted-in) to receive email. They are forbidden to transmit unsolicited commercial email (spam) via our system. StreamContact does not buy or sell email lists, nor do we allow our clients to use purchased or harvested email lists (see below). Additionally, StreamContact offers double opt-in as an optional tool for our clients to use to help minimise allegations of spam and abuse. When a list is designated as "double opt-in," StreamContact's system automatically sends a follow-up email to each subscriber on such lists asking the recipient to verify that they wish to receive communications via email. Only those subscribers responding affirmatively will be opted-in to future mailings sent via the StreamContact system. We additionally require that clients reconfirm (permission pass) or stop mailing an existing list when it is determined to be in violation of our anti-spam policies. Repeated violations or failures to comply with our policies will result in termination of that client's access to the StreamContact system.

Clients agreement

Our clients agree not to send unsolicited email via our system. For any opt-in list of email addresses used in StreamContact's system, clients agree to provide us with the source of the email addresses, the method used for recipient signup, and details surrounding the process used, and whatever other information relates to the transaction or sign-up process used. This includes, but isn't limited to, date and time of sign up, IP address of signup, website signed up from, and whatever other information the client asked of the recipient at point of sign up. Our clients certify that they will not use rented or purchased lists, email append lists, or any other list that contains email addresses captured in any other method than opt-in. The use of opt-out lists is prohibited in our system. StreamContact retains the right to review client lists and emails to verify that clients are abiding by the privacy and permission policies set forth herein. Our clients are required to comply with our policies and all applicable law.

Mandatory Unsubscribe Instructions

All emails sent through StreamContact must contain clear instructions on how recipients may unsubscribe or modify their preferences. An unsubscribe link making it possible to opt out from receiving emails from the sender must be included with every email. By clicking on this link, recipients automatically remove their email addresses from the mailing list and will cease to receive emails from the sender. An unsubscribe request using a StreamContact link is processed instantly and recipients are automatically quarantined. In the event of an external unsubscribe link processed by the sender, we require all clients to process the opt-out within 48 hours. Should a recipient have a particular unsubscribe request (e.g. unsubscribe from more than one sender), the StreamContact Abuse team can be contacted at abuse@streamcontact.co.uk.

Prohibited Lists, Content and Industries

No purchased, rented, or 3rd party email lists under any circumstances
No pornography or nudity in any email content
No list brokers or list rental services
No multi-level marketing
No affiliate marketers
No software piracy
No drugs (illegal or prescription)
Weapons and any explosives
No online trading, day trading tips, or stock market related content
No gambling or related content

How we’ll know if you don’t have permission

We have numerous layers of approval and monitoring to ensure you comply with our anti-spam policy. Here’s a few of them:

Our software is directly integrated into the spam reporting systems for some of the biggest ISPs like Hotmail and AOL. If you don’t have permission and someone marks your campaign as spam, we’ll know about it the moment that button is pressed. If you receive a complaint rate greater than 0.3% of all recipients (that’s 30 complaints for every 10,000 recipients) you will receive a warning email requesting an explanation and giving you advice. This is a generous figure that takes into account false spam reports. Higher levels of complaints will result in accounts being locked or terminated. Our team verifies all large lists imported into our software. Until we’ve given it the all clear, you can’t send to it. We monitor blacklists and our abuse accounts all day every day. We can pinpoint who is causing delivery problems or attracting complaints very easily. If we do discover that you’re emailing people without their permission, we will terminate your account immediately. In the end, it’s really common sense. Take off your marketing hat and put yourself in your recipient’s shoes. If they don’t recognise who you are or aren’t interested in what you’re sending, they’ll think you’re a spammer. It’s that simple.

Spam Reporting

If you believe you may have received an unsolicited commercial email or SMS message from StreamContact on behalf of any of our clients, please forward the email to abuse[@]streamcontact.co.uk including full details of the "from address" or sender of the email. We thoroughly investigate any complaint. If the email address or telephone number of the complainant is known, we will immediately unsubscribe it from the relevant client mailing list. In addition, you may report the message to any spam reporting entity, use the "report as spam" function of your email provider (AOL, Hotmail, Yahoo, etc.), or work with anti-spam blacklist groups. We regularly collaborate with ISPs and anti-spam blacklist groups to address spam-related issues.