Terms and Conditions

These terms govern your use of Cloud Server for Email infrastructure services, including managed PowerMTA environments, MailWizz platforms, SMTP relay services, and dedicated IP pools. By using our services, you agree to these terms. Please read them carefully — they contain important information about acceptable use, our service level commitments, billing, and account management.

1. Acceptable Use Policy

1.1 Permitted Use. Our infrastructure is provided for commercial email sending by authorised senders to recipients who have a reasonable expectation of receiving email from you. This includes marketing email to opted-in subscribers, transactional email triggered by user actions, B2B commercial outreach to business contacts, and newsletters to consented recipients.

1.2 Prohibited Activities. The following uses are strictly prohibited and will result in immediate account suspension:

• Sending unsolicited bulk email (spam) to recipients who have not consented to receive your communications
• Sending email harvested from public sources without the knowledge of the recipients
• Phishing, fraud, identity theft, or impersonation of other organisations or individuals
• Distribution of malware, ransomware, or malicious attachments
• Sending email that violates CAN-SPAM (US), GDPR (EU), CASL (Canada), or applicable local laws
• Purchasing or renting email lists from third parties without verifiable opt-in consent documentation
• Using the infrastructure to test spam tools, spam trap seeds, or blacklist evasion techniques
• Reselling infrastructure access to third parties without our express written consent

1.3 Spam Complaint Thresholds. We enforce complaint rate thresholds consistent with industry standards and ISP sender requirements. Accounts generating spam complaint rates above 0.10% at Gmail (as reported by Google Postmaster Tools) or equivalent thresholds at other major ISPs will receive immediate notification and may be suspended pending remediation. Sustained complaint rates above these thresholds constitute grounds for service termination.

1.4 Bounce Rate Standards. Hard bounce rates above 3% on any campaign indicate list quality problems that threaten the shared infrastructure reputation. Accounts sustaining hard bounce rates above 3% will be required to implement list verification and remediation before sending volume is restored.

2. Service Level Commitments

2.1 Infrastructure Availability. We commit to 99.5% monthly uptime for the SMTP relay, MailWizz platform, and server infrastructure. Scheduled maintenance windows will be communicated with at least 24 hours notice. Emergency maintenance for security-critical issues may be performed without advance notice.

2.2 Response Times. Support requests are addressed according to the following service level targets: critical issues affecting live sending (P1) — response within 2 hours; infrastructure degradation (P2) — response within 8 hours; configuration questions and non-urgent requests (P3) — response within 24 business hours.

2.3 IP Warming Management. For new dedicated IP pools, we provide a managed warming schedule calibrated to your target sending volume and list quality. The warming timeline is an estimate based on expected ISP response patterns — actual warming duration may vary based on your sending behaviour, list quality, and ISP policy changes outside our control.

2.4 Deliverability. We operate and monitor the infrastructure to optimise deliverability outcomes. We do not and cannot guarantee specific inbox placement rates, as deliverability depends on factors including your content, list quality, authentication configuration, and recipient behaviour — factors outside our direct control. We commit to maintaining the infrastructure, ISP relationships, and monitoring practices that provide the highest achievable deliverability for accounts that comply with our acceptable use policy.

3. Billing and Payment

3.1 Subscription Terms. Services are billed monthly in advance. The billing cycle begins on the date of service activation. Invoices are issued at the beginning of each billing cycle and are due within 7 days of the invoice date.

3.2 Payment Methods. We accept payment by credit card, PayPal, and bank transfer (SEPA and international wire). For bank transfer payments, a reference number must be included with the transfer. Payments received without reference may cause billing delays.

3.3 Late Payment. Accounts with invoices overdue by more than 7 days may be suspended. Service suspension does not cancel the subscription — outstanding invoices remain due. Accounts with invoices overdue by more than 30 days may be terminated with data deletion.

3.4 Refunds. Monthly subscription fees are non-refundable for the current billing period. In the event of a service fault attributable to our infrastructure, service credits will be applied at a rate proportional to the documented downtime period.

3.5 Price Changes. We will provide 30 days notice of any price changes. Price changes take effect at the start of the next billing cycle following the notice period.

4. Data and Privacy

4.1 Your Data. Subscriber lists, campaign content, and sending data you store on our platform are your data. We do not access, sell, or use your subscriber data for any purpose other than operating the infrastructure services you have contracted for.

4.2 Data Processing. We act as a data processor for personal data you upload to MailWizz or transmit through our relay infrastructure. You act as the data controller and are responsible for ensuring your use of subscriber data complies with applicable data protection regulations including GDPR, CAN-SPAM, and CASL.

4.3 Data Residency. Our primary infrastructure operates from our datacenter at Tornimae 5, 2nd Floor, 10145 Tallinn, Estonia. If your subscription includes data residency requirements, ensure these are specified in writing at the time of service initiation. Data residency terms specified at onboarding are binding for the duration of the subscription.

4.4 Data Retention on Termination. Upon account termination, subscriber data and campaign data will be retained for 30 days to allow export. After 30 days, data is permanently deleted. We are not responsible for data loss resulting from account termination for acceptable use violations.

5. Termination

5.1 Termination by Client. You may terminate your subscription at any time by providing 30 days written notice. No refund is provided for the current billing period. Cancellation takes effect at the end of the current billing cycle.

5.2 Termination for Acceptable Use Violations. Accounts found to be in material violation of our acceptable use policy may be terminated immediately without notice. Examples include confirmed spamming, phishing activity, or generating blacklist events that threaten the infrastructure shared by other clients.

5.3 Effect of Termination. On termination, all sending access is revoked, dedicated IPs are de-allocated and returned to inventory, and your MailWizz instance is decommissioned. Following the 30-day data retention window, all subscriber data is permanently deleted.

5.4 Governing Law. These terms are governed by the laws of the Republic of Estonia. Disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of Tallinn, Estonia. If you have questions about these terms, contact us at legal@cloudserverforemail.com.

Last updated: April 2026. We reserve the right to update these terms with 30 days notice. Continued use of the service following the notice period constitutes acceptance of the updated terms.

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