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Acceptable Use Policy
The rules that keep mail from Emwing trusted: no spam, phishing or malware, fair sending limits, and how we handle abuse reports and appeals.
Why this policy exists
This Acceptable Use Policy (the “Policy”) sets out the rules for using the Emwing email service (the “Service”) provided by Emwing GmbH, Torstraße 140, 10119 Berlin, Germany (“Emwing”, “we” or “us”). It forms part of our Terms of Service and applies to every account on every plan, including accounts in Squadron workspaces and on custom domains.
Every message sent through Emwing affects the reputation of our servers and the deliverability of mail for all of our users. Abuse by a single account can cause mail from thousands of honest people to be blocked. We therefore enforce this Policy firmly and fairly.
No spam
You must not use the Service to send spam, meaning unsolicited commercial or bulk messages sent to recipients who have not given their consent or who have no existing relationship with you, or any message that breaches applicable anti-spam law, including section 7 of the German Act against Unfair Competition (UWG), the ePrivacy Directive and the US CAN-SPAM Act.
In particular, you must not: (a) send mail to purchased, rented, scraped or harvested address lists; (b) send commercial mail without a working way to unsubscribe; (c) disguise the origin or subject of a message; (d) use Emwing addresses as a reply-to or drop box for spam sent from elsewhere; or (e) keep emailing people who have asked you to stop.
Emwing is built for personal and team communication. Newsletters and marketing campaigns to large lists should be sent through a dedicated bulk email service.
No phishing, fraud or impersonation
You must not use the Service for phishing, fraud, scams or any other deceptive practice, including messages designed to obtain passwords, financial information or other personal data under false pretences.
You must not impersonate any person or organisation, create addresses intended to mislead (for example, addresses imitating a bank, a public authority or Emwing itself), forge message headers, or misrepresent your identity or affiliation.
No malware or attacks
You must not send, store or link to malware, including viruses, ransomware, spyware, trojans or any other harmful code.
You must not use the Service to attack, probe or gain unauthorised access to any system, network or account, including ours. You must not interfere with the Service, overload it, bypass its security or sending limits, scrape it, or reverse engineer it except where mandatory law allows. If you discover a security vulnerability, please report it responsibly to abuse@emwing.com; we do not take action against good-faith security research that follows this approach.
No harassment or unlawful content
You must not use the Service to harass, threaten, stalk, intimidate or abuse any person, or to incite violence or hatred against people on the basis of characteristics such as race, ethnicity, religion, disability, gender, sexual orientation or age.
You must not use the Service to send, store or distribute content that is unlawful, including child sexual abuse material, content that infringes the intellectual property or privacy rights of others, or content that facilitates illegal activity. We report child sexual abuse material to the competent authorities.
You must not use the Service to send personal data about others without a lawful basis for doing so.
Sending limits
To protect deliverability, the following limits apply: (a) a maximum of 500 recipients per message, counting To, Cc and Bcc; (b) on Glider, a maximum of 2,000 messages per day per account; and (c) on Jet and Squadron, a maximum of 5,000 messages per day per account. A message sent to several recipients counts once per recipient towards the daily limit.
New accounts may have lower limits for their first 7 days while their sending reputation is established. We may temporarily lower limits for an account that shows signs of compromise or abuse, and we will tell you if we do.
If you have a legitimate need for higher limits, for example for a large Squadron team, contact support@emwing.com and we will review your request.
Wingman, shared inboxes and teams
You must use Wingman hand-offs, shared inboxes and team snippets only for their intended purpose of collaborating on mail. You must not use them to send unwanted content to teammates, to circumvent sending limits, or to give people access to mail they are not entitled to see.
Squadron administrators are responsible for making sure that members of their workspace follow this Policy, and for acting promptly on reports of misuse within their workspace.
Your account is yours alone
You must not sell, rent, lend, transfer or otherwise make your account or address available to anyone else, or resell or sublicense the Service without our written agreement.
You must not create accounts in bulk or by automated means, create accounts to evade a suspension, or use multiple free accounts to get around the limits of the Glider plan.
How we enforce this policy
We use automated systems to detect patterns of abuse, such as sudden spikes in sending volume, high bounce or complaint rates and known malware signatures. These systems analyse sending behaviour and metadata; they do not involve people reading your mail.
Where we find a breach of this Policy, we respond in proportion to its seriousness. Depending on the circumstances, we may: (a) send you a warning and ask you to stop; (b) temporarily lower your sending limits; (c) temporarily suspend sending while you can still read and export your mail; (d) suspend your account; or (e) terminate your account in accordance with our Terms of Service.
For serious abuse, such as phishing, malware distribution, large-scale spam or the sending of unlawful content, we may act immediately and without prior warning. Where required by law, we report illegal activity to the competent authorities.
Except where the law or the risk of harm prevents it, we will tell you what action we have taken and why.
Reporting abuse
If you receive spam, phishing or other abusive mail from an Emwing address, please forward it, with full headers where possible, to abuse@emwing.com. We review every report, usually within one working day.
We may not always be able to tell you the outcome of a report, to protect the privacy of the account concerned, but every report helps us keep Emwing mail trusted.
Appeals
If you believe that we have restricted, suspended or terminated your account in error, you can appeal by writing to abuse@emwing.com from your recovery address within 30 days of our decision. Please explain why you believe the decision was wrong and include any information that may help.
Every appeal is reviewed by a member of our team who was not involved in the original decision. We aim to respond within 5 working days. If we find that we made a mistake, we will restore your account and your sending limits without delay.
Changes and contact
We may update this Policy to respond to new forms of abuse or changes in the law. We will notify you of material changes in advance, as described in our Terms of Service.
Emwing GmbH, Torstraße 140, 10119 Berlin, Germany. Abuse reports and appeals: abuse@emwing.com. General support: support@emwing.com. Legal: legal@emwing.com.