Acceptable Use Policy

1. Purpose

This Acceptable Use Policy ("AUP") governs how customers may use the Orchard Reach platform. It is designed to protect the integrity of our sending infrastructure, maintain high deliverability for all customers, and ensure compliance with applicable laws. This AUP is incorporated by reference into our Terms of Service.

2. Platform Responsibilities

Orchard Reach manages all aspects of the email outreach process, including automated prospect research, email content generation, domain and mailbox management, sending schedules, and deliverability monitoring. Customers provide business context, value propositions, and targeting preferences; Orchard Reach handles the execution.

3. Customer Responsibilities

While Orchard Reach manages the sending process, customers are responsible for:

• Providing accurate and truthful information about their business, products, and services;
• Ensuring their products, services, or business activities are lawful in all relevant jurisdictions;
• Ensuring their business falls outside the prohibited industries listed in Section 5;
• Responding promptly to any compliance inquiries from Orchard Reach;
• Not attempting to circumvent sending controls, reputation monitoring, or other platform safeguards.

4. Prohibited Content

Emails sent through the Platform must not contain:

• False, misleading, or deceptive content, including misleading subject lines;
• Content that infringes on intellectual property rights of any third party;
• Malware, phishing links, or other malicious content;
• Content that promotes hatred, discrimination, or violence;
• Any content that violates applicable laws or regulations.

5. Prohibited Industries

Orchard Reach does not provide services to businesses operating in the following industries or verticals, as these are associated with high spam complaint rates and deliverability risk:

• Gambling and online casinos
• Adult or pornographic content
• Pharmaceutical products and dietary supplements
• Cryptocurrency, NFT promotions, and speculative financial instruments
• Debt collection agencies
• Multi-level marketing (MLM) and pyramid schemes
• Weapons, firearms, and ammunition
• Cannabis and CBD products
• Payday loans and predatory lending
• Political campaigns and political action committees

Orchard Reach reserves the right to refuse service to any business that, in our sole judgment, poses a reputational or deliverability risk to the Platform.

6. Deliverability and Reputation Monitoring

Orchard Reach monitors sending reputation metrics across all managed domains and campaigns. To protect platform-wide deliverability, the following thresholds apply:

• Bounce rate: Campaigns generating a hard bounce rate exceeding 3% will be flagged for review. Campaigns exceeding a 5% hard bounce rate may be paused immediately.
• Spam complaint rate: Campaigns generating a spam complaint rate exceeding 0.1% will be flagged for review. Campaigns exceeding a 0.3% complaint rate may be paused immediately.

These thresholds exist to protect all customers on the Platform. Because Orchard Reach controls the sending process, elevated metrics may indicate an issue with the customer's business context, value proposition, or target market. Orchard Reach will work with the customer to identify and resolve the issue.

7. Sending Limits

Sending volumes are governed by your subscription tier as described on our Pricing page. Orchard Reach manages sending volumes, warm-up schedules, and per-domain limits to optimise deliverability. Customers may not attempt to circumvent these limits or request sending volumes that exceed safe deliverability thresholds.

8. Enforcement

Violations of this AUP are handled through the following escalation process:

1. First violation: Written warning issued to the customer via email. Affected campaigns may be paused for up to 24 hours while the issue is reviewed and resolved.
2. Second violation: Account suspension for up to 7 days. The customer must acknowledge the violation and confirm corrective action before service is restored.
3. Third violation or severe breach: Permanent account termination. No refund will be issued for the remaining subscription period.

Orchard Reach reserves the right to bypass the escalation process and immediately suspend or terminate an account in cases of severe or intentional violations, including use of the Platform for prohibited industries, fraud, or any activity that poses an immediate threat to our infrastructure or other customers.

9. Reporting Violations

If you become aware of any misuse of the Platform, please report it to info@orchardreach.com.