Email Abuse Guidelines
These Guidelines define prohibited email activity, sender responsibilities, enforcement measures, and how to report suspected abuse of NuvoMail. They form part of the NuvoMail Terms of Service.
1. Scope and Purpose
Protecting Recipients and the Service
These guidelines apply to all NuvoMail users and workspaces, including email, invitations, sales outreach, auto replies, domains, recipient lists, links, and attachments. They supplement the Terms of Service and protect recipients, provider networks, domain reputation, and the service.
Your Provider's Rules Also Apply
Email sent or received through Resend or another provider is also subject to that provider's acceptable-use, anti-abuse, and technical rules. Resend’s current rules, including recipient consent and prohibited content and business categories, apply to all sending through Resend, on Free and paid plans. Provider and recipient-network restrictions may be stricter than applicable law.
Read Resend’s current Acceptable Use PolicyBusiness Communications
Use NuvoMail for legitimate customer and team conversations with the required recipient consent. Pipeline outreach helps organize permitted conversations; it does not authorize cold outreach or override provider rules. Automated replies and invitations follow the same sending restrictions as other outgoing email.
2. Prohibited Sending and Content
Serious violations may result in immediate restriction or termination.
Spam, Cold Outreach, and Unsolicited Messages
Send only to recipients who explicitly opted in to the communications you send. Unsolicited messages, including individual cold outreach, are prohibited at any volume. Purchased, rented, traded, harvested, appended, or scraped lists are prohibited. NuvoMail is designed for customer and team conversations, rather than newsletters, promotional campaigns, or large mailing lists.
Phishing, Malware, and Credential Theft
Do not send phishing messages, malware, ransomware, malicious attachments, deceptive login pages, credential-collection forms, technical-support scams, or links intended to compromise a person, account, device, domain, or network.
Fraud, Deception, and Impersonation
Do not falsify sender or Reply-To information, impersonate another person or organization, use deceptive subjects or display names, hide the commercial nature of a message where disclosure is required, or make fraudulent or materially misleading claims.
Illegal or Harmful Content
Do not use NuvoMail to facilitate unlawful activity; distribute illegal goods or services; infringe intellectual-property or privacy rights; threaten, stalk, harass, or exploit others; distribute non-consensual intimate material; or promote violence or abuse.
Evasion and Infrastructure Abuse
Do not create or use multiple accounts or workspaces to bypass Free sending allowances or other quotas. Do not rotate domains or identities to evade blocks, use compromised or unauthorized domains or credentials, bypass rate limits or suppression lists, manipulate engagement or delivery signals, probe systems without authorization, or interfere with NuvoMail, Resend, recipient servers, or other networks.
Unreasonable or Disproportionate Use
Do not generate traffic that materially threatens platform stability, provider relationships, shared infrastructure, or the delivery reputation of others. Nuvo Innovations may require a sending warm-up, reduce limits, or request evidence of list quality and consent.
3. Sender and Organization Responsibilities
Consent Records
Maintain reliable records showing when, how, and for what purpose each recipient explicitly opted in. Legal permission alone does not override Resend’s opt-in requirement. Consent must be specific enough for the messages being sent and must not be obtained through deception or automatically assumed from an unrelated transaction.
Sender Identification
Use accurate sender names, domains, addresses, subjects, and contact information. You must have authority to use every connected domain and sender identity and must not configure an address that misleadingly suggests affiliation with another party.
Unsubscribe and Suppression
Commercial or marketing messages must include a clear, functional unsubscribe method when required by law. For bulk sending through Resend, include your company name and valid address, explain why the recipient is being contacted, and provide a frictionless unsubscribe method. Honour opt-outs within seven days or any shorter legally required period, maintain suppression records, and do not re-add an unsubscribed person without a valid new basis to contact them.
List Hygiene
Remove invalid, bounced, complaining, and inactive addresses as appropriate. Do not repeatedly send to addresses that reject mail, generate complaints, appear to be spam traps, or have been suppressed by NuvoMail or the provider.
Team and Credential Security
Limit access to authorized users, assign only necessary sender permissions, protect provider credentials, rotate compromised secrets, and promptly disable users, identities, domains, or connections that may have been misused.
4. Detection and Investigation
Provider Sending Thresholds
Resend requires complaint rates below 0.08% and bounce rates below 4% and may restrict or suspend accounts exceeding these thresholds. These provider requirements can change. NuvoMail may investigate or pause sending based on complaints, hard bounces, provider notices, or other risk signals; percentages from small sending samples do not alone determine an automatic workspace suspension.
Operational Signals
Nuvo Innovations may review delivery failures, bounce and complaint rates, volume changes, provider notices, authentication results, abuse reports, suppression events, account activity, and other operational information to protect the Service and investigate suspected violations.
Content Review
Nuvo Innovations does not routinely approve each email before sending. When reasonably necessary to investigate abuse, a security event, a support request, or a legal obligation, authorized personnel may review relevant account, message, header, attachment, and audit information subject to access controls and confidentiality obligations.
Cooperation
You must provide timely and accurate information reasonably requested during an investigation, such as consent records, list sources, sending purpose, domain ownership, or remediation steps. Do not delete or alter relevant evidence after receiving an investigation notice.
5. Enforcement
Workspace Sending Controls
The owner must accept the current sending policy before outbound delivery is enabled. Owners and administrators can pause sending with a recorded reason. Queued and scheduled mail waits while sending is paused or policy acceptance is required. Automatic replies and invitations follow sending restrictions too. A sending-only pause keeps incoming mail, reading, and drafts available; an access suspension can restrict those activities separately. Complaints and hard bounces block further sending to affected recipients. Contact support@nuvomail.app for review; provider restrictions still apply.
Platform Holds and Access Suspension
NuvoMail may hold a workspace's sending or suspend workspace access for its owner and entire team. Stored mail and drafts are preserved during a hold or suspension. Restoring workspace access does not automatically release queued mail; sending requires a separate review and release. NuvoMail may also block an individual account across workspaces. Tenant administrators cannot release a platform hold. Restrictions do not authorize moving traffic onto NuvoMail's account, another tenant's credentials, or a replacement provider account to evade suspension. Contact support@nuvomail.app to request review.
Protective Measures
Depending on severity, urgency, history, and risk, Nuvo Innovations may warn the organization, require remediation, reduce sending limits, block recipients, quarantine attachments, disable an identity, domain, integration, or mailbox, suspend sending or account access, preserve evidence, or terminate the workspace.
Immediate Action
Nuvo Innovations may act without advance notice when reasonably necessary to stop phishing, malware, fraud, credential compromise, illegal conduct, an active security threat, material provider risk, or other serious harm. Resend and recipient networks may take separate action under their own rules.
Remediation
Restoration may require credential rotation, domain verification, list cleanup, proof of consent, removal of content, a sending warm-up, updated permissions, or other safeguards. Restoration is not guaranteed when risk remains unacceptable or a provider has permanently restricted service.
Appeal
You may request review of an enforcement decision by contacting support@nuvomail.app with the workspace, affected domain or identity, decision date, explanation, and relevant evidence. Nuvo Innovations may decline repetitive requests or appeals that do not address the underlying risk.
6. Reporting Suspected Abuse
What to Include
Send reports to support@nuvomail.app with the full sender address, subject, date and time, relevant headers if available, a description of the concern, and any safe screenshots or links. Do not forward live malware, passwords, API keys, or unnecessary sensitive information.
Good-Faith Reports
Submit reports honestly and only for suspected violations. Knowingly false, retaliatory, or abusive reports may themselves violate these Guidelines. Nuvo Innovations may not disclose investigation details or actions when doing so would compromise privacy, security, legal obligations, or another user's rights.
Urgent Threats
NuvoMail support is not an emergency service. If a message presents an immediate threat to safety or involves an active crime, contact the appropriate emergency or law-enforcement authority first.
Ready to take action?
If you have witnessed a violation of these guidelines, please submit a report.
Report Suspected AbuseThis document was last updated on October 13, 2026. Questions? Contact us at support@nuvomail.app