Abuse Policy
Version 1: 03 Jul 2025
This policy outlines the standards, processes, and enforcement actions that apply to every customer activity - email, SMS, push, web tracking, API usage, and any other channel - processed through the RedTrack platform.
Our goal is to protect end‑users, our infrastructure, and our customers’ reputations while maintaining full compliance with global legislation and industry standards.
Abuse includes, but is not limited to:
- Phishing, social engineering, or fraudulent content intended to deceive end‑users.
- Spam or unsolicited bulk messaging (email, SMS, push, social).
- Malware, harmful redirects.
- Fake or illegal services , advance‑fee scams, pyramid schemes, or counterfeit goods.
- Privacy or data‑protection violations (e.g., GDPR, CPRA, CASL, PDPA, PECR, EU Digital Services Act, and upcoming EU Data Act 2025).
- Regulatory non‑compliance (e.g., missing legal footers, opt‑out mechanisms, sender identification).
- Any activity flagged by hosting providers, mailbox providers (MBPs), network partners, or legal authorities.
We operate on a zero‑tolerance basis: verified abuse triggers immediate mitigation steps without negotiation. All clients accept this when using our services.
| Trigger | Action | Timeline |
|---|---|---|
| Provider‑mandated takedown (e.g., AWS Abuse Desk) | Immediate deactivation & permanent removal of the campaign. | Instant |
| Verified abuse notice allowing remediation | 24‑hour window for the customer to deactivate & remediate. Our team performs forced removal if not completed. | 24 h |
| Repeat violations / egregious abuse | Account suspension, domain blocking, and optional data hand‑off to authorities. | Permanent |
If you believe a campaign was flagged in error, you may appeal after removal by submitting evidence (e.g., opt‑in logs, authentication records). Appeals can be addressed to the complaint owner (hosting provider, regulatory body, partner, or threat detection system).
However, the campaign must still be taken down first.
1. Detection by automated scanners, FBLs, abuse desks, or user reports.
2. Triage: Security & Compliance team validates signal (<2 h SLA).
3. Action: Campaign paused or removed.
4. Notification to client with evidence & remediation steps.
5. Post-mortem Root‑cause analysis and policy update if needed.
This document is reviewed at least annually or whenever relevant laws/standards change. Customers will receive a minimum 30‑day notice of material changes.
Need help? Reach out to support@redtrack.io. for guidance before launching high‑risk campaigns.