Acceptable Use & Anti-Spam Policy
Address: Level 7, 222 Exhibition Street, Melbourne VIC 3000, Australia
1. Purpose and scope
1.1 This Policy governs every use of Reachable, the lifecycle email and SMS platform at getreachable.com.au and associated or successor domains. It forms part of the Terms of Service and applies to each customer, user and person sending through an account.
1.2 Deliverability is shared. We enforce this Policy to protect recipients, sending reputation, customers and the Service.
2. Compliance is mandatory
2.1 Every commercial electronic message must comply with the Spam Act 2003 (Cth), associated regulations, privacy law and any applicable law in the recipient's jurisdiction. You are responsible for ensuring each message has:
- Consent: express consent or consent that can lawfully be inferred and evidenced;
- Identification: accurate sender identity and contact details valid for at least 30 days after sending; and
- Unsubscribe: a functional, free or low-cost unsubscribe facility.
2.2 Reachable provides compliance controls but does not determine whether your list, content or intended send is lawful and does not provide legal advice.
3. Consent and list provenance
3.1 You may send marketing only to recipients who consented to receive it from your business. You must retain evidence showing what the person agreed to, when, how and for which channel, and provide that evidence on reasonable request.
3.2 You must not upload or use purchased, rented, borrowed, traded, co-registered, scraped or harvested lists, or a list obtained from an unrelated third party. A vendor's claim that a list is “verified” or “compliant” does not create consent to hear from you.
3.3 Transactional or service messages must concern the relevant relationship and must not disguise marketing. Consent for one channel does not authorise another.
4. Sender identity, content and conduct
4.1 Messages must accurately identify the sending business and must not use deceptive sender names, subject lines, domains or content.
4.2 You must not send illegal, fraudulent, defamatory or harmful content; phishing or malware; promotions for illegal goods or services; or messages on behalf of an unrelated third party.
4.3 We may refuse high-risk categories with disproportionate fraud or complaint rates, including get-rich-quick schemes, unregulated financial or gambling promotions and affiliate blast marketing.
4.4 You must not probe or scan the Service, access another customer's data, evade controls or rate limits, interfere with operation, disclose API keys or use the Service to infringe intellectual property or privacy rights.
5. Unsubscribe and STOP
5.1 Marketing email must contain the platform's one-step unsubscribe link. It must not be hidden, disabled or broken. A recipient must not be required to log in, answer a survey or confirm the request.
5.2 Marketing SMS must support STOP and common variants. A valid email unsubscribe or SMS STOP immediately changes the relevant consent state and suppresses further marketing through Reachable on that channel.
5.3 You must not remove or circumvent a suppression. A recipient may be resubscribed only after giving fresh, verifiable consent.
6. Monitoring and enforcement
6.1 We may monitor bounce, complaint, trap, unsubscribe, consent and engagement signals, and request list provenance or consent evidence. We may throttle, pause or require cleaning and remediation when signals present a deliverability or legal risk.
6.2 Serious conduct—such as purchased or harvested lists, material sending without consent, phishing, deliberate suppression evasion or conduct creating urgent legal or security risk—may cause immediate suspension or termination without prior notice.
6.3 For a lesser or first remediable breach, we may pause the affected activity, notify you of the issue and require corrective action before sending resumes. Repeated or unremedied breaches may result in termination.
6.4 We may report or disclose unlawful conduct to ACMA, law enforcement or another regulator where required or appropriate. Fees are not refunded for a suspension caused by your breach.
7. Reporting abuse
7.1 Report spam or abuse to abuse@121group.io and include message headers or the SMS sender and content. Report a security issue separately to security@121group.io. Do not include unrelated Customer Data.
7.2 Material Policy changes are notified as set out in the Terms. The current version and effective date appear above.