Acceptable use policy

• Send only to people who opted in to hear from you on that channel — email and SMS permission are separate. A business card, a purchase or a public directory listing is not permission to send marketing.
• No purchased, rented, shared or scraped lists, and no lists from a third party, an event you did not run, or a partner “co-registration”.
• Be able to prove consent. When you import contacts and mark them subscribed, you confirm that every person in the file opted in. We may ask you to show how.
• Honour opt-outs. Unsubscribes are applied automatically and cannot be reversed by you. Do not re-add people who opted out under another address or list.

• Come from a domain you own and have verified with us, with a sender name that clearly identifies you.
• Have an honest subject line that reflects the content.
• Include the unsubscribe link we add and a physical postal address for your organisation.

• Phishing, malware, or anything that impersonates another person or organisation.
• Fraud, pyramid or “get rich quick” schemes, debt relief or credit repair offers, and unlicensed financial products.
• Gambling and betting, unless licensed in the recipient’s country and sent only to verified adults who opted in.
• Illegal drugs, prescription medicines without a licence, weapons, and adult or sexually explicit content.
• Hate speech, harassment, or content that incites violence.
• Content that infringes someone else’s copyright, trademark or privacy.
• Political or electoral messages that break the election rules of the recipient’s country.

Bounces and complaints hurt every sender who shares our infrastructure, so we watch them for every account. Campaigns are paused automatically for review if the hard bounce rate exceeds 2% or the spam complaint rate exceeds 0.08%. New accounts start with low daily limits that increase with a good sending history.

When SMS launches, messages must use a sender ID and, where required, a template approved by the Rwanda Utilities Regulatory Authority (RURA) and the network operator. Marketing SMS must not be sent at night and must tell recipients how to opt out.

If you received a message from a Neza Campaign customer that you did not ask for, write to abuse@nezamail.com and include the message if you can. We investigate every report.