Anti-Spam Policy

This Anti-Spam Policy describes the standards that every RetentUp.com ("we," "us," or "our") customer must meet when communicating with their contacts through the Service — across email, calls, iMessage, Telegram, and SMS. It supplements our Terms and Conditions and Fair Use Policy.

1. What We Consider Spam

Spam is any message or call sent through the Service to a person who has not given you a valid basis to contact them. This includes:

• Messages sent to purchased, rented, scraped, or harvested contact lists
• Messages sent to people who have no existing relationship with your business
• Continued contact after a person has unsubscribed, opted out, or asked you to stop
• Messages with misleading sender identity, subject lines, or content
• Calls placed to numbers listed on applicable do-not-call registries

2. Consent Requirements

2.1 Valid Basis for Contact

You may only contact people through the Service when at least one of the following applies:

• The person is your existing customer or has an active account with you
• The person explicitly opted in to receive communications from you
• You have another lawful basis for the communication under applicable law (e.g., legitimate interest under GDPR, where appropriate)

2.2 Proof of Consent

You must be able to demonstrate how and when each contact gave you a basis to communicate with them. We may request this evidence at any time. If you cannot provide it, we may suspend sending to the affected contacts.

2.3 Imported Contacts

Every contact list you upload or sync to the Service must be your own. By importing contacts, you confirm that you have a valid basis to contact every person on the list.

3. Channel-Specific Rules

3.1 Email

• Every email must include a clearly visible unsubscribe mechanism
• Unsubscribe requests must be honored immediately and automatically
• Sender name and subject line must accurately reflect who you are and what the message is about
• You must comply with CAN-SPAM, GDPR, CASL, PECR, and equivalent laws in the recipient's jurisdiction

3.2 SMS

• SMS is sent only through registered, carrier-verified routes
• Every initial message must identify your business
• STOP and equivalent opt-out keywords must be honored immediately
• You must respect applicable quiet hours in the recipient's jurisdiction
• You must comply with the TCPA and equivalent local regulations

3.3 Calls

• Calls may only be placed to people with an existing relationship with your business
• Numbers on do-not-call registries must be suppressed
• AI-assisted calls must not misrepresent their nature where disclosure is required by law
• A recipient's request not to be called again must be honored across all future journeys

3.4 iMessage and Telegram

• You must comply with the platform policies of Apple and Telegram in addition to this Policy
• Messages must be conversational and relevant — bulk promotional blasts are prohibited
• Blocking or muting by a recipient must be treated as an opt-out

4. Opt-Out Handling

Opt-outs are sacred. When a person unsubscribes, replies STOP, asks not to be called, or blocks you on a messaging platform:

• The opt-out must be recorded immediately and honored on the channel where it occurred
• Where technically possible, the Service suppresses the contact across your other journeys as well
• You may not re-add or re-activate an opted-out contact without a new, explicit opt-in

5. Data Quality Standards

To protect channel reputation for all customers, we enforce the following thresholds:

• Hard bounce rate: must stay below 5%
• Spam complaint rate: must stay below 0.1%
• Opt-out processing: immediate, on every channel

Exceeding these thresholds may result in a warning, journey pause, sending suspension, or account termination, as described in our Fair Use Policy.

6. Monitoring and Enforcement

We monitor complaints, bounces, opt-out rates, and abuse reports across all channels. If we detect spam or policy violations, we may:

• Request evidence of consent for specific contacts or lists
• Pause specific journeys or channels
• Suspend or permanently terminate your account
• Report illegal activity to relevant authorities

Account termination for spam violations is typically permanent and does not entitle you to a refund of prepaid fees.

7. Reporting Spam

If you received a message or call sent through RetentUp.com that you believe is spam, please report it to abuse@retentup.com with:

• A copy of the message (including headers where possible) or details of the call
• The date and time it was received
• Your contact details so we can follow up

We investigate every report confidentially and take action against violating accounts.

8. Changes to This Policy

We may update this Anti-Spam Policy from time to time. Material changes will be posted on this page with an updated "Last Updated" date. Continued use of the Service after changes become effective constitutes acceptance of the updated policy.

9. Contact Us

Questions about this Anti-Spam Policy:

RetentUp.com
Abuse reports: abuse@retentup.com
General questions: legal@retentup.com