Acceptable Use Policy

This Acceptable Use Policy ("AUP") describes what use of LuckWood Outreach ("the Platform") is permitted and what use is prohibited. The AUP forms an integral part of the Terms of Service. By using the Platform, the organization on whose behalf the account is managed ("Customer") agrees to this AUP.

1. Purpose

The Platform is intended for legitimate, business-to-business (B2B) cold-email outreach: approaching business contacts with whom no existing relationship exists yet, in a manner that is transparent, verifiable and legally defensible. This AUP exists to prevent abuse that would harm the deliverability, reputation and legal position of all users of the Platform.

2. Contact lists

It is not permitted to use the Platform to send email to:

• Purchased email lists or lists obtained from third parties for which Customer cannot demonstrate a valid legal basis (such as legitimate interest based on a business, role-relevant context) to approach the data subjects;
• Contacts who have indicated in any way that they no longer wish to receive email, including contacts who have previously unsubscribed via the Platform or otherwise;
• Addresses collected through scraping methods that violate the terms of use of the source scraped, or that were evidently obtained unlawfully;
• Generic role- or function-based mailboxes and list-serves that are reasonably known to be primarily intended to detect spam (spam traps).

Customer is responsible for maintaining evidence of the provenance and legal basis of every imported contact list, and must demonstrate this to LuckWood upon request.

3. Prohibited content and conduct

The following may not be sent or undertaken via the Platform:

• Email with a misleading, forged or impersonated sender identity (for example a sender name or domain that makes it appear as though the email originates from an organization or person other than the actual sender);
• Phishing, social engineering, or attempts to obtain login credentials or payment details;
• Malware, viruses or other harmful attachments or links;
• Content that is fraudulent, discriminatory, defamatory, obscene, or otherwise in violation of applicable laws and regulations;
• Conduct aimed at circumventing spam filters or email authentication in a way that endangers the reputation of shared infrastructure or of other users of the Platform;
• Excessively high sending volumes or sending patterns that are disproportionate to the ramp-up phase (warmup) of the connected mailbox, or that are evidently intended to evade detection mechanisms.

4. Mandatory sender information and unsubscribe option

Every email sent via the Platform must include a physical postal address of the organization on whose behalf it is sent and a working unsubscribe option, allowing a recipient to opt out of future email from that sender in a single action. These elements are technically added and enforced by the Platform itself; Customer may not remove or hide them, or make the unsubscribe process more difficult. An unsubscribe request is processed by the Platform; Customer may not approach a contact who has unsubscribed again outside the Platform without new, valid consent or a new legal basis.

5. AI-generated content

The Platform's AI personalization feature generates opening lines based on publicly available information about a contact's company. Customer may not use this feature to generate content that makes factually incorrect claims about the recipient, is misleading, or otherwise violates this AUP. Customer remains responsible for the final content of every email sent, regardless of whether it was wholly, partly, or not generated using AI.

6. Enforcement

In the event of a suspected violation of this AUP, LuckWood may, without prior notice, suspend the sending of email from the mailbox or organization concerned, pause a sequence, or restrict access to the Platform, in order to prevent damage to the deliverability and reputation of the Platform and other users. LuckWood will inform Customer as soon as possible of the reason and, where applicable, of the steps needed to restore access. Repeated or serious violations may lead to termination of the agreement in accordance with the Terms of Service.

7. Reporting violations

Suspected abuse of the Platform, for example following a complaint from a recipient, can be reported to LuckWood Agency at indy@luckwood.nl.

8. Changes

LuckWood may amend this AUP from time to time to address new forms of abuse or to comply with changed regulations. Material changes will be announced in advance via the Platform or by email.