Sending Policy

1. Scope

This policy applies to all outbound communications sent through the Service, including but not limited to:

• Email outreach and follow-ups.
• Automated sequences and cadences.
• Any other channel made available through the Service.

2. Lawful sending

You must comply with all applicable laws in the jurisdictions where:

• You are established.
• Your recipients are located.
• Your sending infrastructure operates.

This includes, without limitation:

• United Kingdom: Privacy and Electronic Communications Regulations (PECR), Data Protection Act 2018, UK GDPR.
• European Union: ePrivacy Directive, EU GDPR.
• United States: CAN-SPAM Act (15 U.S.C. § 7701 et seq.).
• Canada: Canadian Anti-Spam Legislation (CASL).
• Australia: Spam Act 2003.

You are solely responsible for determining what laws apply to your sending and ensuring compliance.

3. Required elements in every message

Every email you send through the Service must include, at minimum:

• A clear identification of the sender (your name and / or your company).
• A valid physical postal address for the sender.
• An unsubscribe mechanism that is functional, easy to use, free of charge, and honoured within 10 business days.
• An accurate subject line that is not deceptive or misleading.
• Accurate header and routing information(no spoofing, no false “From” or “Reply-To” addresses).

Failure to include these elements will be considered a material breach of this policy.

4. Targeting rules

4.1 Permitted targets

You may use the Service to contact:

• Business professionals in their professional capacity, where you have a legitimate business reason to contact them and where applicable law permits B2B outreach without prior consent.
• Recipients who have given their explicit consent to receive your communications.
• Existing customers and prospects with whom you have a prior business relationship, in line with applicable laws.

4.2 Prohibited targets

You may not use the Service to contact:

• Individuals in their personal capacity (consumers).
• Recipients who have opted out of your communications, regardless of the channel through which they opted out.
• Recipients whose data was obtained unlawfully, including from data leaks, breaches, or unauthorised scraping.
• Recipients in jurisdictions that prohibit B2B outreach without prior consent (such as Germany under certain circumstances), unless you have obtained the required consent.
• Generic role-based addresses (e.g., info@, contact@, abuse@, postmaster@, support@) at scale, except where directly relevant to your offering.
• Honeypot and spam-trap addresses (you are responsible for keeping your lists clean).

5. Content restrictions

You may not use the Service to send content that:

• Promotes illegal goods or services.
• Promotes adult content, pornography, or sexually explicit material.
• Promotes gambling in jurisdictions where it is restricted.
• Promotes pharmaceuticals, supplements, or medical claims without proper authorisation.
• Promotes weapons, ammunition, or related products.
• Promotes multi-level marketing (MLM), pyramid schemes, or “get rich quick” schemes.
• Promotes cryptocurrency tokens, ICOs, airdrops, or speculative financial products that are unregulated.
• Promotes hacking services, malware, account credentials, or other security-violating products.
• Contains hate speech, harassment, threats, defamation, or content that targets protected characteristics.
• Contains misleading, fraudulent, or deceptive claims.
• Infringes intellectual property rights.
• Distributes malware, phishing, or social engineering attempts.

6. Volume and frequency

You must keep volumes reasonable and appropriate to your sending infrastructure and reputation:

• Warm up new sending domains and addresses before sending at scale.
• Respect rate limits imposed by the Service and by recipient mail servers.
• Avoid sudden spikes in volume that may trigger spam filters.
• Use sub-sending limits as recommended by deliverability best practices (typically no more than 30-50 emails per address per day on cold outreach).

We reserve the right to throttle, suspend, or terminate accounts whose sending patterns harm Service reputation.

7. Deliverability hygiene

You must:

• Authenticate your sending domains with SPF, DKIM, and DMARC records.
• Use a custom domain for outbound sending(no shared “@hilead.co” sending).
• Maintain bounce rates below 5% and complaint rates below 0.3%.
• Remove invalid, bouncing, or complaining addresses from your lists promptly.
• Honour opt-outs within 10 business days at the latest, ideally immediately.
• Maintain accurate suppression lists across all your campaigns.

We may automatically pause campaigns that exceed deliverability thresholds.

8. List sources

You may use the Service to engage with:

• Prospects identified through Hilead’s database.
• Lists you have lawfully built or sourced from compliant providers.
• Contacts you have obtained directly from professional interactions.

You may not use the Service with lists that have been:

• Purchased from spammy or unverified data brokers.
• Harvested in violation of platform terms of service or applicable law.
• Obtained through data breaches or leaks.
• Mixed with consumer or personal email addresses.

We may, at our discretion, request evidence of how a given list was sourced. Failure to provide reasonable evidence within 5 business days may result in suspension of your campaigns.

9. Opt-outs and complaints

9.1 Opt-out obligations

When a recipient opts out (by clicking your unsubscribe link, replying with a removal request, or contacting you):

• Stop sending to that recipient immediately, and at the latest within 10 business days.
• Add the address to your suppression list.
• Do not resell, transfer, or re-add the recipient to any other campaign.

9.2 Complaints

If you receive a complaint (whether through a recipient’s mail provider, a regulator, or directly), you must:

• Take it seriously and investigate promptly.
• Inform Hilead at hello@hilead.co if the complaint relates to your use of the Service.
• Cease the relevant campaign while investigating.

10. Hilead’s enforcement

We may, at our sole discretion and without prior notice:

• Pause or throttle campaigns that breach this policy or harm Service reputation.
• Suspend your account while investigating a potential breach.
• Terminate your account for material or repeated breaches, without refund (in line with our Refund Policy).
• Remove specific recipients or domains from your campaigns.
• Cooperate with regulators and law enforcement where legally required.

We may use automated tools to detect violations of this policy, including spam patterns, unusual bounce rates, and complaint signals.

11. Reporting abuse

If you have received an unwanted communication that you believe was sent through Hilead, please contact us at hello@hilead.co with:

• A copy of the email (including headers).
• The date and approximate time of receipt.
• Any opt-out attempts you have made.

We will investigate and take appropriate action within 10 business days.

12. Changes to this policy

We may update this Sending Policy from time to time. We will update the “Last updated” date and, where changes are material, notify you by email or through the Service.

Your continued use of the Service after changes take effect constitutes acceptance of the updated policy.

Questions? Contact us at hello@hilead.co.

Hilead Ltd
71-75 Shelton Street, Covent Garden
London WC2H 9JQ, United Kingdom