Acceptable use policy

This policy is the short list of things you cannot do with Verbial. It exists so that one workspace sending mail nobody asked for, or holding data it has no right to hold, cannot degrade the service for every other agency on it.

This acceptable use policy applies to everyone who uses Verbial, including customer users, client users and anyone who accesses the service through the API, an integration or a connected agent. It is part of the terms of service at /terms. Capitalized terms have the meaning given there. If you use the service in a way that violates this policy, we may remove content, throttle or disable features, suspend or terminate access, and report unlawful activity to authorities.

1. Email, messaging and anti-spam

You are the sender of every message you send from the service. You must:

send commercial email only to recipients who have opted in or with whom you have an existing business relationship, and comply with the CAN-SPAM Act, CASL, GDPR, PECR and any other law that applies to your recipients;
identify yourself accurately as the sender and include a valid physical address where required;
honor unsubscribe requests promptly and never contact a recipient who has opted out;
not use purchased, rented, scraped or harvested lists, or any list you did not build with consent;
not send content that is deceptive, misleading, defamatory, harassing or unlawful;
keep bounce and complaint rates within the limits we publish in the documentation.

We monitor sending signals and may pause sending for a workspace without notice to protect deliverability for all customers.

2. Data you may not store

You must not store in the service, or permit your clients to submit, any of the following unless we have agreed in writing:

data you do not have the right to collect or process;
full payment card numbers, bank credentials or private keys;
government identification numbers, health information subject to HIPAA, or biometric identifiers;
data about children under 16;
data that is unlawful to possess or that infringes another person's rights.

You are responsible for having a lawful basis, and any required notices and consents, for every contact record in your workspace.

3. Security and integrity

You must not:

probe, scan or test the vulnerability of the service, or breach any security or authentication measure, without our written permission;
access another customer's workspace, or any data you are not authorized to access;
upload malware, or use the service to distribute it;
interfere with the service, its infrastructure, or another customer's use of it, including by excessive load, denial of service, or circumventing rate or usage limits;
share sign-in credentials, share a seat between people, or let a person use a seat assigned to someone else.

4. Automated access, scraping and reselling

You must not:

scrape, crawl, harvest or extract data from the service except through the documented API and export features;
use the API or an integration in a way that exceeds documented limits or circumvents plan restrictions;
sell, resell, sublicense, rent or otherwise make the service available to third parties as a service, other than to your own clients through client portals, shared links and white label features;
use the service to build or train a competing product, or to benchmark the service for publication without our consent;
represent that you developed or operate the service.

5. Unlawful and harmful use

You must not use the service:

to violate any law, or to infringe or misappropriate any intellectual property, privacy or other right;
to invoice for, or collect payment for, unlawful goods or services, or to collect payment from a sanctioned person;
to send proposals, invoices or e-signature requests that are fraudulent or that impersonate another person or business;
to harass, threaten, defame or discriminate against any person;
to generate, through AI features, content that is unlawful, deceptive, or that violates the model provider's usage policies;
to direct a connected agent to take actions that would violate this policy if taken by a person.

6. Reporting

To report a violation of this policy, including spam that appears to come from the service, email [email protected] with the message headers or a description of the activity. We investigate every report and act where warranted.

7. Changes

We may update this policy from time to time. The current version is always at /acceptable-use. Material changes will be notified as described in the terms of service.