Acceptable Use Policy

1. Prohibited content

• Unsolicited marketing to recipients who have not consented or who are not existing customers with an opt-out opportunity, as required by section 69 of POPIA.
• Phishing, credential harvesting, impersonation of any person, brand, bank, government body or Sendbaze itself.
• Malware, links to malware, or content that exploits software vulnerabilities.
• Content that is unlawful in South Africa, including hate speech, incitement, child sexual abuse material, or material that infringes intellectual property.
• Unlicensed gambling, unregistered financial or credit offers, illegal pharmaceuticals, or get-rich-quick schemes.
• Adult content sent without age verification and explicit opt-in.

2. Prohibited practices

• Sending to purchased, rented, scraped or harvested lists.
• Misleading subject lines, sender names or sender IDs, or headers that hide the true origin of a message.
• Continuing to message a recipient after they opt out, or making opt-out difficult, delayed or paid.
• Sending marketing SMS outside 08:00 to 20:00 SAST, on Sundays or on South African public holidays, or to numbers on the WASPA do-not-contact list.
• OTP or SMS pumping, artificial traffic generation, or any pattern designed to inflate delivery volumes.
• Sharing API keys across organisations, reselling the Service without written agreement, or using the Service to build a competing messaging product.
• Probing, scanning or testing the vulnerability of the Service without written permission, or interfering with other customers' use.

3. Deliverability thresholds

We monitor bounce and complaint rates per organisation. Sending is automatically paused when the complaint rate exceeds 0.1% over 24 hours or the hard-bounce rate exceeds 5%. Paused organisations receive an email with the reason and can request review from the dashboard. Repeated pauses may lead to permanent suspension.

4. Sender identity

• Email may only be sent from domains you have verified in the dashboard.
• Branded SMS sender IDs are approved manually and must reflect a name your recipients recognise. Sender IDs that imitate other brands, banks, government or emergency services are refused.

5. Enforcement

We may reject individual messages, pause or suspend organisations, revoke sender IDs, and report unlawful content to authorities. Where practical we notify you and give you a chance to fix the issue; where the risk to recipients or other customers is immediate, we act first.

Report abuse originating from the Service to abuse@sendbaze.com. Include the message headers or the SMS sender and time. We respond to abuse reports within two business days.