Acceptable use policy | heyhey

1. Purpose of this policy

This Acceptable Use Policy sets out how Users may use heyhey. Its aims are:

• Protecting subscribers from spam and abuse
• Maintaining the high sending reputation of our infrastructure
• Compliance with applicable law, including European and US law (GDPR, CAN-SPAM)
• Protecting the good name of heyhey and of all our Users

A breach of this policy is a material breach of the terms of service and may result in the immediate suspension of your account.

2. Mailing list requirements

Every email sent through heyhey must be sent to a person who:

• Knowingly and actively subscribed to the list (GDPR consent)
• Was informed of the purpose for which you collect their email address
• Can easily unsubscribe from every email sent
• Has not previously unsubscribed

Sending to the following is prohibited:

• Purchased mailing lists
• Lists rented from other companies
• Lists collected without explicit consent (e.g. copied from LinkedIn or from a forum)
• People who have unsubscribed from your lists in the past
• Email addresses obtained by scraping websites
• Generic addresses (e.g. info@, hello@, contact@) without explicit consent

3. Prohibited content

You must not send content through heyhey that:

• Violates applicable law, including European law
• Promotes illegal activity
• Contains hate speech, discrimination or content that spreads hatred
• Promotes violence or acts of terrorism
• Contains pornographic or erotic content
• Infringes copyright, trade marks or personal rights
• Is misleading (scams, phishing, fake offers)
• Encourages illegal gambling
• Promotes illegal substances, drugs or medicines
• Uses third parties’ data without their consent
• Contains malicious software, viruses or malware
• Attempts to obtain the recipient’s personal data dishonestly

4. Prohibited activities

The following are prohibited:

• Attempts to bypass the platform’s security mechanisms
• Attempts to gain unauthorised access to other Users’ accounts
• Using heyhey for DDoS, brute-force or other attacks
• Scanning the infrastructure for security vulnerabilities without heyhey’s permission
• Reverse engineering the application code
• Creating multiple accounts to get around limits or restrictions
• Using heyhey as a proxy to send spam from other systems
• Renting out your account to other people (other than authorised employees or collaborators)
• Manipulating statistics (e.g. fake opens or clicks)
• Bypassing the mechanism for unsubscribing subscribers
• Removing or modifying the “unsubscribe” link in campaigns
• Adding subscribers without their consent

5. Prohibited industries and topics

Sending through heyhey is prohibited for the following industries and topics:

• Pornography, erotic content for adults
• Online gambling (except fully licensed operators)
• Psychoactive substances, drugs, legal highs (regardless of their legality)
• Prescription medicines, uncertified medicines
• MLM (multi-level marketing) schemes with features of a pyramid scheme
• Cryptocurrencies, ICOs, high-risk investment projects (except for exceptions approved individually)
• Sale of weapons and ammunition
• Escort services, dating services of an erotic nature
• Advance-fee scams, “you’ve won a million” messages and other classic forms of phishing
• “Get rich quick” schemes, promises of getting rich fast
• Promoting hacking services, break-ins or data theft

Some industries require individual verification before sending starts. If your business may be borderline (e.g. dietary supplements, financial services, investment education), contact us before you send your first campaign: info@heyhey.pl.

6. Acceptable campaign metrics

To maintain the high sending reputation of our infrastructure, we monitor the following metrics:

• Hard bounce rate: below 5%. A higher rate indicates an out-of-date or poorly collected list.
• Spam complaint rate: below 0.1%. A higher rate signals that recipients don’t remember subscribing.
• Unsubscribe rate: below 2% per campaign. A higher rate suggests content that doesn’t match what the list expects.

If your campaign exceeds these thresholds, we may:

• Temporarily pause sending in order to clarify the situation
• Ask for additional information about the source of the list
• Recommend corrective action (re-permission, list cleaning)
• In the case of serious violations, suspend the account

7. Sanctions for violations

If this policy is breached, heyhey may apply:

1. A warning: for minor violations, you will receive an email with information and a request to correct the issue
2. Temporary suspension of the campaign, until the situation has been clarified
3. Suspension of the account, until the situation has been clarified, with the possibility of reinstatement once corrective action has been taken
4. Permanent deletion of the account, for gross or repeated violations. Fees for the unused period are not refunded.
5. Notification of law enforcement authorities, if a criminal offence is suspected

Sanctions are proportionate to the seriousness of the violation. Whenever possible, we give you the chance to explain and put the situation right.

8. Reporting abuse

If you have received an unsolicited email (spam) or unlawful content from someone using heyhey:

• Forward us the full email, including headers, at: info@heyhey.pl
• Tell us your email address and the date you received the message
• Describe why you believe the message breaches our rules

We take every report seriously and respond within 7 days. If a violation is confirmed, we will take appropriate action against the User.

You can also report abuse directly to a data protection supervisory authority if you believe that your data has been processed in breach of the GDPR.

9. Asking for help when you’re not sure

Unclear situations happen to everyone. If you’re wondering:

• Does my subscriber list meet heyhey’s requirements?
• Can I send a campaign with particular content?
• Is my industry allowed?
• Is it OK to import a list from my previous tool?

Just email us before you send: info@heyhey.pl. We’ll reply within 24 hours and help you check that everything complies.

It’s better to ask before than to fix things after. Our goal is not to punish but to keep heyhey a safe platform for all Users.