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Acceptable Use Policy
The rules that keep Viaowl trusted: no spam, phishing, malware or impersonation, daily sending limits, and how abuse reports and appeals are handled.
Purpose and scope
This Acceptable Use Policy sets out the rules that apply to everyone who uses the Viaowl email service and related features (the “Service”), provided by Viaowl AS, Karl Johans gate 22, 0159 Oslo, Norway, organisation number 923 456 789. It forms part of our Terms of Service.
These rules protect our users, the people they write to and the reputation of our mail servers, on which the delivery of everyone’s mail depends. They apply to all mail sent or stored using the Service, including mail sent from custom domains, and to all use of our features and systems. On Parliament plans, organisations are responsible for ensuring that their members comply with this policy.
No spam or bulk unsolicited mail
You must not use the Service to send unsolicited bulk or commercial email, whether to purchased, rented, harvested or scraped address lists or to recipients who have not agreed to receive it. Commercial messages must comply with applicable law, including the Norwegian Marketing Control Act (markedsføringsloven) and, where relevant, the ePrivacy rules of the EEA and the CAN-SPAM Act in the United States.
Any bulk mail you send must be sent only to recipients who have asked to receive it, must identify you clearly, and must contain a working way to unsubscribe that you honour promptly. The Service is a personal and team mailbox, not a platform for mass marketing or newsletters sent at scale.
You must not use the Service to receive replies to spam sent from elsewhere, to operate mailing lists without the consent of their members, or to forge or obscure message headers.
Sending limits
To protect the Service and its reputation, sending is limited to 500 recipients a day on the Owlet plan and 2,000 recipients a day on paid plans. Each recipient of a message, including those in copy and blind copy, counts towards the limit.
You must not attempt to get around these limits, for example by using several accounts or aliases to send the same campaign. We may temporarily reduce the limit for an individual account where we see signs of compromise or abuse, and we will tell you when we do.
Phishing, malware and impersonation
You must not use the Service to (a) send phishing messages or otherwise try to obtain passwords, codes, payment details or other sensitive information by deception; (b) send, store or link to malware, ransomware, spyware or any other harmful code; (c) impersonate any person, company, public body or Viaowl itself, including by using misleading display names or lookalike addresses or domains; or (d) run scams, fraud or deceptive schemes of any kind.
Security researchers who wish to test phishing defences on accounts they control may do so only with our prior written agreement, obtained by writing to abuse@viaowl.com.
Harassment and illegal content
You must not use the Service to harass, threaten, stalk, intimidate or abuse any person, to incite violence or hatred against people on the basis of protected characteristics, or to send sexual content to anyone who has not agreed to receive it.
You must not use the Service to send, store or distribute content that is illegal under Norwegian law or the law that applies to you, including content that infringes intellectual property rights, unlawfully discloses personal data, defames others or promotes terrorism. Child sexual abuse material is strictly forbidden: we will close any account involved immediately and report it to the Norwegian police.
Circumventing security and misusing the Service
You must not (a) try to gain unauthorised access to the Service, other accounts or our systems; (b) probe, scan or test the vulnerability of the Service without our prior written agreement; (c) interfere with or disrupt the Service, including by overloading it; (d) circumvent the night watch, tracker blocking, sending limits, authentication or other security measures; (e) use automated means to create accounts or to access the Service other than through the interfaces we provide; or (f) resell the Service or provide it to others without our written agreement.
If you discover a security weakness in the Service, please report it responsibly to abuse@viaowl.com and give us reasonable time to fix it before disclosing it. We will not take action against people who report weaknesses in good faith and in line with this policy.
Abusing the scam-report system
Scam reports help protect every Viaowl user, and they only work if they are honest. You must not report messages as scams when you know they are not, report senders to settle disputes or harm competitors, submit reports in bulk by automated means, or coordinate false reports with others.
We monitor reports for patterns of abuse. Reports from accounts that misuse the system may be disregarded, and the accounts concerned may be restricted under Section 8.
Enforcement
When we become aware of a possible breach of this policy, we will look into it and take action proportionate to the seriousness of the breach and the risk to others. That action may include (a) a warning; (b) a temporary reduction of sending limits or suspension of sending; (c) removal of or blocking access to specific content; (d) suspension of the account; or (e) termination of the account.
We will tell you what action we have taken and why, unless doing so would be unlawful, would compromise the security of the Service or of others, or would hinder the investigation of a serious offence. In serious cases, such as phishing, malware distribution or child sexual abuse material, we may act immediately and without prior warning, and we may report the matter to the relevant authorities.
Where an account is terminated, you may still export your data as described in our Terms of Service, except where the breach involves illegal content or a threat to the security of others.
Appeals
If you believe that we have taken action against your account in error, you can appeal by replying to our notice or by writing to abuse@viaowl.com within 30 days of the decision. Please explain why you believe the decision was wrong and include any information that supports your appeal.
Your appeal will be reviewed by a member of our team who was not involved in the original decision. We aim to respond within 14 days and will explain the outcome. If we find that the decision was wrong, we will reverse it promptly. This process does not affect your right to bring the matter before the courts as described in our Terms of Service.
Reporting abuse
To report spam, phishing, harassment or any other abuse sent from a Viaowl address or domain, write to abuse@viaowl.com. Where possible, include the full message with its headers, which helps us act quickly.
To ask us to look at a suspicious message you have received, forward it to check@viaowl.com. You can also use the report button in the Service, which adds the sender address and scam pattern to the shared filters that protect other users.
If you believe someone is in immediate danger, please contact the police first. For other questions about this policy, contact legal@viaowl.com.