Legal
Acceptable Use & Anti-Spam Policy
Effective date: September 27, 2026
Silo is built on the idea that every sender owns its own reputation. That only works if every sender plays fair. This policy is part of our Terms of Service and applies to every account and team member.
1. Consent is required
- Only email people who have clearly asked to hear from you, for the kind of email you're sending. Where the law requires express consent (for example in Canada or the EU), you must have it.
- Keep a record of how and when each person subscribed. Silo records this for signups, imports and integrations, but you are responsible for its accuracy.
- We strongly recommend double opt-in, which is on by default for new lists.
2. Lists you may not use
- Purchased, rented, traded, shared or "co-registration" lists
- Addresses scraped or harvested from websites, directories or social networks
- Addresses collected for one purpose (for example a receipt or support request) used for marketing without consent
- Role addresses (such as info@ or sales@) and distribution lists, unless the owner opted in
- Old lists that haven't been mailed or confirmed in a long time, without re-confirming them
3. Every email must
- Identify you truthfully in the From name, From address and subject line
- Include a working unsubscribe link (Silo adds one) and your valid postal address (Silo adds it from your settings)
- Honor unsubscribes immediately. Silo does this automatically; you must not re-add people who unsubscribed, by import, API or any other route.
4. Prohibited content
- Phishing, malware, or content that impersonates another person or organization
- Illegal goods or services, or content that violates any law where you or your recipients are
- Deceptive offers, including get-rich-quick, pyramid or multi-level schemes, and misleading health or financial claims
- Sexually explicit content, hate speech, harassment, or threats of violence
- Content that infringes someone else's intellectual property
- Using link shorteners, redirects or other techniques to hide where links lead
5. Bounce and complaint thresholds
High bounce and complaint rates are the clearest signs of a list collected without consent. We monitor them per account. If an account goes over either threshold, we review it and may pause its sending while we do:
| Measure | Review threshold |
|---|---|
| Spam complaints, as a share of emails delivered | more than 0.1% |
| Hard bounces, as a share of emails sent | more than 5% |
Your sending provider sets its own limits too. Amazon SES, for example, can put your SES account under review or pause it based on your bounce and complaint rates, independently of Silo.
6. Reporting abuse
If you received email sent through Silo that you didn't ask for, or you see a Silo signup page or link used for phishing or other abuse, email abuse@silomailpro.com. Please include the full message with headers if you can. We investigate every report, and we don't share the reporter's identity with the sender without permission.
7. Suspension
- If we believe an account is breaking this policy, we may pause its sending, disable its signup pages, or suspend the account. For less serious problems we'll contact the account owner first and give them a chance to fix it. For serious or ongoing harm (such as phishing, malware or clearly purchased lists) we may act immediately.
- We may also report illegal activity to the relevant authorities and cooperate with your sending provider.
- Repeated or serious violations lead to termination.
Suspension never affects other customers. Each account sends through its own provider, keeps its own suppression list and serves its links from its own domain. Pausing one account doesn't slow down, reroute or change anything for anyone else, and no customer's reputation depends on another's.
8. Appeals
If your account has been paused or suspended and you believe it was a mistake, or you've fixed the cause, reply to our notice or email support@silomailpro.com with your account email and what you've changed (for example, removing a segment, cleaning the list, or switching to double opt-in). We'll review and respond within 3 business days. We may ask for evidence of consent for the addresses concerned.
9. Changes
We may update this policy as email practices and laws change. We'll notify account owners of material changes.