Acceptable Use Policy for Sending

Version: 20 October 2026

This policy sets the rules for sending messages with Raq.com. It forms part of our Terms of Service and adds to section 6 of them. Raq.com is operated by Vu AI Ltd, a company registered in the United Kingdom (company number 15766790).

1. Who and what this policy covers

It applies to every account that uses Email Marketing, Sales Sequences or SMS & WhatsApp Marketing, and to contact details found with B2B Prospecting. It applies however a message is sent: through Send with Raq.com, through your own email, SMS or WhatsApp provider, or from a mailbox you connect.

An account owner or admin accepts this policy in Settings > Sending before anything can be sent to real contacts. The account is responsible for everything sent from it, including by team members, automations and AI agents acting for it.

2. Consent and lawful basis

You must have a lawful basis for every message, and you must be able to show it.

  • Marketing email, texts and WhatsApp messages to individuals need the person's consent, or, where the law allows it, the soft opt-in: they gave you their details while buying or asking about something similar, and were offered a simple way to refuse then and in every message since.
  • WhatsApp needs its own explicit opt-in to WhatsApp messages, separate from any SMS or email consent, and you must follow Meta's WhatsApp Business policies.
  • Sales Sequences is for one-to-one business outreach. Without consent, write only to people at their work address at a company or other corporate body, where the law of their country allows it, about something relevant to their role, after considering their interests (a legitimate interests assessment). Personal email addresses, sole traders, partnerships and countries that require prior consent for business email (such as Germany and Austria) need recorded consent.
  • Calls: before an unsolicited sales call to a UK number, check it against the Telephone Preference Service or Corporate Telephone Preference Service within the previous 28 days, and do not call numbers that are registered unless the person has told you they are happy to hear from you.
  • Records: keep how, where and when each person agreed and the wording they saw. Raq.com stores this for contacts who sign up through its forms and pages, and asks you to describe the source of every import.

Never use bought, rented, scraped, harvested, appended or shared lists for marketing. Only import contacts you collected yourself, on the basis you record for the import. Contact details found with B2B Prospecting may be used only for business outreach under the Sales Sequences rules above, and must not be added to marketing email, SMS or WhatsApp audiences without consent.

3. What every message must do

  • Say who it is from. Sender names, addresses, phone numbers and subject lines must be honest and must not mislead about who you are or what the message is about.
  • Send only from domains, mailboxes and numbers you own or are authorised to use, verified in Raq.com where it asks. Never spoof another sender.
  • Let people stop hearing from you. Raq.com adds a one-click unsubscribe and your postal address to marketing emails, an opt-out to texts and an opt-out line to sequence emails. Do not remove, hide or obstruct them.
  • Honour every unsubscribe, STOP reply and opt-out at once. Raq.com applies them across every module, and you must not add the person back without new consent.
  • Send texts and WhatsApp marketing only within the quiet hours Raq.com applies for the recipient's local time, and keep to the frequency limits it sets.
  • Use links on your own tracking domain. Do not use public link shorteners or links that hide where they go.

4. Banned content and practices

You must not use Raq.com to send messages that promote or contain:

  • anything illegal, or anything that breaks a court order or sanctions
  • phishing, malware, scams or requests for passwords or payment details under false pretences
  • adult or sexual content, or dating and escort services
  • gambling, betting or lotteries
  • cryptocurrency, foreign exchange or other high-risk investments, get-rich-quick schemes, multi-level marketing or pyramid schemes
  • payday or other high-cost loans, debt relief, debt collection or credit repair
  • unlicensed medicines, prescription drugs, cannabis or other controlled substances
  • weapons, or, in texts to the United States, alcohol, tobacco or vaping products
  • hate, harassment, threats or content that incites violence
  • impersonation of another person, brand or organisation.

You must not:

  • send marketing to role addresses such as info@ or sales@ unless the owner of that inbox asked for it
  • use several accounts, domains, mailboxes or numbers to get round sending limits or spread out complaints
  • use warm-up networks, inbox rotation or similar schemes designed to defeat mailbox or provider limits
  • use Raq.com to get round a limit, suspension or ban placed by Raq.com or by another provider
  • send on behalf of another business except from an account that business controls, or with its written authority and from its own verified domain or number
  • test or probe Raq.com's sending checks, or try to send through Raq.com without them.

5. Reviews, limits and monitoring

Before marketing reaches real contacts, Raq.com reviews the account: what you plan to send, how people agreed to hear from you, your postal address and your acceptance of this policy. Until a sending lane is approved, messages go only to your own verified test addresses.

Approved sending starts with lower daily limits that rise while results stay healthy. Marketing email starts at 1,000 recipients a day and can reach 50,000 a day after about two months without problems; texts and WhatsApp messages start at 500 new recipients a day. A mailbox connected to Sales Sequences starts at 10 emails a day, adds 5 a week up to 30 and sends no more than one email a minute. Larger campaigns go out in waves, starting with a small first share.

Raq.com watches bounces, complaints, unsubscribes, opt-outs, failed texts and WhatsApp quality ratings for every account. It may check your domains and links against blocklists and reputation services, and screen messages and imports for the content and practices above. When a check finds a problem, or cannot be completed, Raq.com may hold the send for review rather than let it go.

6. Enforcement

If we believe this policy has been broken, or that sending puts recipients, providers or Raq.com at risk, we may do any of the following, with or without notice:

  • warn you and ask for an explanation
  • hold a campaign, import or message for review
  • pause a sending lane, a mailbox or a number, or return it to lower limits
  • stop a sending lane permanently
  • suspend or close the account under section 15 of the Terms of Service
  • refuse to let the same people, domains or numbers send from another Raq.com account.

Sending can pause automatically when bounce, complaint or opt-out rates pass our limits. A paused lane restarts only after you explain what happened and a person at Raq.com agrees. A second pause within 90 days returns the lane to its probation limits for 60 days, and a third pause within a year stops the lane.

We may share information about abuse with the email, SMS and messaging providers involved and with regulators such as the Information Commissioner's Office, where the law allows it.

7. Reporting abuse

If you received a message sent with Raq.com that you did not ask for, you can always use its unsubscribe link or reply STOP to a text. To report it to us, email abuse@raqsend.net. For an email, please forward it as an attachment or include the full headers. For a text or WhatsApp message, include the sender, the number it reached, the time and the message.

We investigate every report. We will not tell you what action we took against another customer, but we will tell you if we need more detail.

8. Changes to this policy

We may update this policy, for example when the law or a provider's rules change. The version date above changes with it. If a change is material, account owners and admins are asked to accept the new version in Settings > Sending before sending continues.

Questions about this policy: hello@raq.com.