Acceptable Use Policy

1. Why this policy exists

Email only works while people trust it. One practice sending to people who did not agree to hear from it can damage the delivery of every other practice on the Service, and can expose that practice to fines. These rules protect your patients, your practice and our other customers. They are part of our Terms of Service.

2. Only email people who agreed

You may only send to people who have given you permission, or whose permission the law lets you infer. In practice, that means:

• Existing patients and people who asked to hear from you. This is the normal source. When you upload contacts you confirm that they agreed to receive email from your practice, and you keep a record of how and when.
• No purchased, rented or scraped lists. Not from a list broker, a directory, a conference, or anyone else.
• No role or shared addresses (such as info@ or reception@) unless the person agreed.
• Honour opt-outs, always. Never re-add someone who unsubscribed, bounced or complained, or send to them from another account. We block this automatically, and you must not work around it.

The rules differ by country (for example the Spam Act 2003 in Australia, CAN-SPAM in the US, and PECR and the GDPR in the UK and EU). You are responsible for following the ones that apply to your contacts. See Compliance for how we help.

3. Identify yourself and let people leave

• Every email must clearly come from your practice, with accurate sender details and your real postal address.
• Every email must include a working unsubscribe link, which we add and you must not remove, hide or disable.
• Subject lines and content must not mislead people about who sent it or what it is.

4. Keep content honest and lawful

Dental and health advertising is regulated. Do not send content that:

• is false, misleading or deceptive, or makes claims you cannot support;
• guarantees a result, or says a treatment is painless, risk-free or a “miracle”;
• claims to be the best, number one, or a “specialist” or “expert” without a verified basis;
• promotes prescription-only medicines to the public, or advertises their price;
• uses patient names, images, testimonials or health details without the written authorisation the law requires;
• pressures people with fear or false urgency, or encourages unnecessary treatment;
• states an offer without its real terms, including eligibility and when it ends;
• is unlawful, defamatory, discriminatory, harassing, sexually explicit or infringes anyone’s rights.

Our checks catch many of these, but you stay responsible for what you send.

5. Do not misuse the Service

• No phishing, malware, or attempts to collect passwords, financial or government identifiers.
• No attempts to hide who you are, or send from a falsified address or domain.
• No collecting data from the Service, or from people on it, by automated means.
• No disrupting, overloading, or probing the Service, or trying to reach other customers’ data. If you find a vulnerability, report it to support@modularmail.io and do not exploit it.
• No sending on behalf of another business, reselling the Service, or creating several accounts to avoid limits.
• Do not use the booking page to collect information beyond what a practice needs to arrange an appointment.

6. How we monitor

We monitor sending health: bounce rates, spam complaints, unsubscribes and unusual list uploads. We may review a campaign, pause a send, or ask for evidence of consent where something looks wrong, for example a large first upload with no consent details. We do not read your email content routinely and we do not read your contacts for any other purpose.

7. What happens if rules are broken

Depending on how serious it is, we may remove content, pause a campaign, restrict sending, suspend or close an account, and report the matter to the authorities. We will usually tell you what happened and give you a chance to fix it, but we may act immediately if we need to protect people, our other customers or the Service. Credits are not refunded for accounts closed for breaching this policy.

8. Report abuse

If you received an email sent through ModularMail that you think breaks these rules, first use the unsubscribe link in it, then tell us at support@modularmail.io, including the full email if you can. We review every report.