Email Service Usage Terms and Conditions
1. About these terms
1.1. These terms apply to any email hosting, mailbox, email forwarding, webmail, SMTP, IMAP, POP3, email security, spam filtering, email migration, email support, email account management, Microsoft 365, Google Workspace, or other third-party email service supplied, arranged, managed, or supported by SlashDotDash Ltd.
1.2. In these terms, “we”, “us” and “our” mean SlashDotDash Ltd. “You” and “your” mean the customer, organisation, account holder, authorised user, or person using the email service.
1.3. These terms apply in addition to any order, proposal, invoice, billing portal record, service schedule, acceptable use policy, privacy policy, hosting terms, domain terms, care plan terms, or other service-specific terms that apply to your account.
1.4. Where there is a conflict between these email terms and the mandatory terms of a third-party email provider, platform, registrar, legal authority, or regulator, the mandatory third-party or legal requirement will take priority to the extent of that conflict.

2. Service scope
2.1. The email services included in your package are those stated in your order, proposal, invoice, product description, service schedule, or billing portal record.
2.2. Depending on the package purchased, the email service may include some or all of the following:
	•	hosted mailboxes;
	•	email aliases;
	•	email forwarding;
	•	webmail access;
	•	SMTP, IMAP, or POP3 access;
	•	spam and virus filtering;
	•	DNS configuration for email delivery;
	•	SPF, DKIM, or DMARC configuration;
	•	email migration support;
	•	mailbox setup support;
	•	Microsoft 365, Google Workspace, or other third-party email account management;
	•	email backup or retention features, where expressly included;
	•	basic email troubleshooting and support.
2.3. Any feature not expressly included in your selected package is excluded unless agreed separately in writing.
2.4. Unless expressly agreed in writing, the email service does not include:
	•	unlimited mailbox storage;
	•	guaranteed email delivery to every recipient;
	•	bulk marketing email services;
	•	cold-email campaign management;
	•	legal advice on email marketing or data protection compliance;
	•	device-by-device setup support;
	•	recovery of deleted messages outside available retention periods;
	•	investigation of historic email issues before the service start date;
	•	archiving, eDiscovery, journaling, or compliance retention;
	•	specialist cyber incident response;
	•	remediation of compromised email accounts caused by weak passwords, infected devices, or customer-side security failures.

3. Account setup and access
3.1. We may require information from you in order to set up, migrate, configure, or support the email service. This may include domain details, DNS access, existing mailbox details, user names, forwarding rules, administrative approvals, or access to third-party systems.
3.2. You are responsible for providing accurate, complete, and current information.
3.3. We may delay setup, migration, transfer, or support work where required information, authority, access, or payment has not been provided.
3.4. You are responsible for deciding which users should have access to email accounts, aliases, shared mailboxes, distribution lists, or administrative features.
3.5. You must tell us promptly when a user should be added, removed, suspended, or changed, including when staff, volunteers, contractors, trustees, councillors, employees, or other authorised users leave your organisation.

4. Login details and account security
4.1. You are responsible for keeping email login details, passwords, devices, recovery accounts, and authentication methods secure.
4.2. You must not share passwords unnecessarily or allow unauthorised users to access email accounts.
4.3. You must use strong passwords and, where available or required, multi-factor authentication.
4.4. You must take reasonable steps to secure all devices used to access the email service, including computers, phones, tablets, and email clients.
4.5. You must tell us promptly if you believe that:
	•	an email account has been compromised;
	•	a password has been disclosed;
	•	an unauthorised person has accessed an account;
	•	suspicious emails have been sent from your account;
	•	your domain or mailbox has been used for phishing, spam, malware, or impersonation;
	•	you have received a credible security alert from a third-party provider.
4.6. We may reset passwords, restrict access, disable sending, suspend mailboxes, revoke sessions, change DNS records, or take other reasonable protective action where we believe there is a security risk.

5. Acceptable use
5.1. You must use the email service lawfully, responsibly, and in a way that does not harm our systems, other customers, third-party providers, recipients, or the reputation of the email platform.
5.2. You must not use the email service for any unlawful, harmful, abusive, fraudulent, misleading, infringing, defamatory, malicious, or disruptive purpose.
5.3. Prohibited use includes, without limitation:
	•	sending spam or bulk unsolicited email;
	•	sending phishing emails or impersonation emails;
	•	sending malware, viruses, ransomware, spyware, or harmful attachments;
	•	using misleading sender names, reply-to addresses, headers, or domains;
	•	sending emails that infringe intellectual property rights;
	•	sending abusive, threatening, harassing, discriminatory, or unlawful content;
	•	using the service to run scams, fraud, or deceptive activity;
	•	using the service to harvest email addresses;
	•	using the service as an open relay;
	•	using compromised accounts or credentials;
	•	sending emails in a way that causes blacklisting, excessive bounce rates, complaints, or reputational harm;
	•	attempting to bypass sending limits, spam controls, authentication checks, or platform restrictions;
	•	using the service in a way that materially degrades shared infrastructure or third-party systems.
5.4. We may suspend, restrict, or terminate the email service immediately where we reasonably believe there is abuse, compromise, unlawful activity, reputational risk, or urgent operational risk.

6. Marketing emails and bulk sending
6.1. The email service is intended for normal business, organisational, transactional, administrative, and personal email use. It is not intended to be used as a bulk email marketing platform unless expressly agreed in writing.
6.2. You are responsible for ensuring that any marketing, newsletter, fundraising, campaign, promotional, or bulk email activity complies with applicable law, including the UK GDPR, Data Protection Act, PECR, and any relevant guidance from the Information Commissioner’s Office. PECR gives people specific privacy rights in relation to electronic communications and includes rules on marketing emails and texts.
6.3. You must not send marketing emails to individuals unless you have appropriate consent or another lawful permission that applies to the communication.
6.4. Where you send marketing emails, you must ensure that:
	•	the sender is clearly identified;
	•	the message is not misleading;
	•	recipients have a clear way to opt out or unsubscribe where required;
	•	opt-out requests are honoured promptly;
	•	mailing lists are accurate, lawful, and up to date;
	•	purchased or third-party lists are only used where you have verified that they can lawfully be used;
	•	you keep appropriate records of consent, permissions, and suppression lists.
6.5. We may restrict or suspend email sending where we receive spam complaints, abuse reports, blacklisting notices, provider warnings, regulatory concerns, or other evidence that the service is being used inappropriately.
6.6. If you need to send newsletters or marketing campaigns, we may recommend using a dedicated email marketing platform rather than standard hosted mailbox services.

7. Sending limits and fair use
7.1. Mailboxes, servers, platforms, and third-party providers may be subject to sending limits, rate limits, storage limits, attachment limits, recipient limits, connection limits, spam thresholds, or fair use rules.
7.2. These limits may vary depending on the package, technical platform, third-party provider, server reputation, security status, and operational conditions.
7.3. We may apply or change reasonable limits where necessary to protect service stability, security, deliverability, or platform reputation.
7.4. Excessive use, automated sending, high-volume mail, or unusual sending patterns may be blocked, delayed, rate-limited, or suspended.

8. Mail delivery and filtering
8.1. We will use reasonable efforts to provide a functioning email service, but we do not guarantee that every email will be delivered, received, accepted, filtered correctly, or delivered within a particular time.
8.2. Email delivery may be affected by:
	•	recipient mail server rules;
	•	spam filtering;
	•	blacklists;
	•	DNS configuration;
	•	SPF, DKIM, and DMARC records;
	•	attachment size or file type restrictions;
	•	provider outages;
	•	internet routing issues;
	•	security policies;
	•	sender reputation;
	•	recipient settings;
	•	incorrect addresses;
	•	third-party systems outside our control.
8.3. Legitimate emails may sometimes be marked as spam, delayed, quarantined, rejected, or blocked.
8.4. Harmful or unwanted emails may sometimes pass through filters. Spam and malware filtering reduces risk but does not remove all risk.
8.5. You are responsible for checking spam, junk, quarantine, and filtered folders where applicable.

9. DNS, domain names, and email authentication
9.1. Email services often depend on correct DNS records, including MX, SPF, DKIM, DMARC, CNAME, TXT, autodiscover, and related records.
9.2. You are responsible for ensuring that we have the necessary authority and access to configure or request changes to DNS records where needed.
9.3. We are not responsible for email disruption caused by incorrect, incomplete, delayed, unauthorised, or customer-managed DNS changes.
9.4. Where your email service uses a domain name, your use of the domain remains subject to any applicable domain terms, registrar rules, registry rules, and domain-specific service terms. Existing SlashDotDash domain terms already make customers responsible for the services, email, DNS records, and other uses made of their domain name.
9.5. We may recommend changes to SPF, DKIM, DMARC, or other authentication records to improve deliverability or security. You are responsible for approving and cooperating with those changes where needed.

10. Email forwarding
10.1. Email forwarding may be provided where technically available and included in your package.
10.2. Email forwarding is not guaranteed to work with every recipient provider, filtering system, or email authentication policy.
10.3. Forwarded email may be rejected, delayed, treated as spam, or affected by SPF, DKIM, DMARC, or third-party provider rules.
10.4. We may recommend replacing forwarding with a dedicated mailbox, shared mailbox, group, or other arrangement where forwarding causes deliverability or security issues.

11. Third-party email platforms
11.1. Some email services may be provided through, or depend on, third-party providers such as Microsoft, Google, control panel providers, data centres, spam filtering providers, DNS providers, registrars, or other infrastructure suppliers.
11.2. Your use of third-party email services may also be subject to the third party’s own terms, policies, licence rules, acceptable use rules, data processing terms, pricing, and technical limitations.
11.3. We are not responsible for outages, price changes, licence changes, feature changes, account restrictions, policy changes, service withdrawal, data loss, or failures caused by third-party providers, although we will use reasonable efforts to help manage issues affecting your service.
11.4. Third-party providers may suspend or restrict accounts where they detect spam, abuse, non-payment, security risk, policy breach, or unusual activity.

12. Email migrations and transfers
12.1. Where we provide email migration or transfer services, we will use reasonable care and skill to transfer available email data from the agreed source to the agreed destination.
12.2. Email migrations may be affected by source provider restrictions, mailbox size, account permissions, connection limits, folder structure, historic corruption, missing credentials, rate limits, unsupported formats, or third-party failures.
12.3. We do not guarantee that every email, folder, contact, calendar item, rule, signature, setting, or attachment will transfer successfully unless expressly agreed in writing.
12.4. You are responsible for checking migrated accounts promptly and telling us about any apparent issues.
12.5. Unless expressly included, email migration does not include reconfiguring every user device, mobile phone, email client, calendar integration, CRM integration, or third-party application.
12.6. Transfer-in and transfer-out work may be subject to additional fees. Your existing general terms already state that email transfers may be subject to delays from third parties and that SlashDotDash does not accept responsibility for loss of email data during transfer-in.

13. Backups, retention, and data recovery
13.1. Unless expressly stated otherwise in writing, you remain responsible for maintaining your own backups or exports of important emails, contacts, calendars, attachments, and account data.
13.2. Email backup, retention, archiving, journaling, or recovery features are only included where expressly stated in your package, proposal, invoice, or service schedule.
13.3. Where backups or retention are provided, they are provided as a convenience only and are not guaranteed to be complete, current, error-free, or available in every circumstance.
13.4. Recovery of deleted, missing, corrupted, or historic email may not always be possible.
13.5. Requests for data recovery, mailbox restoration, migration repair, or urgent retrieval may be subject to an additional fee.
13.6. For email hosted on SlashDotDash-managed servers, a backup may be retained for up to 7 days after cancellation where technically available, but recovery is not guaranteed and a recovery fee may apply. This reflects the existing general terms relating to email cancellation and backup retention.

14. Customer responsibilities
14.1. You agree:
	1	to use the email service lawfully and responsibly;
	2	to keep account credentials secure;
	3	to use strong passwords and multi-factor authentication where available or required;
	4	to ensure users are authorised to access the mailboxes they use;
	5	to tell us promptly when users should be added, removed, or changed;
	6	to keep your devices, email clients, browsers, and software reasonably secure and up to date;
	7	to maintain your own backups of important email data unless a backup service is expressly included;
	8	to comply with applicable data protection, privacy, marketing, employment, confidentiality, and record-keeping laws;
	9	not to send spam, phishing messages, malware, or unlawful content;
	10	to cooperate with security, abuse, deliverability, and technical requests;
	11	to review any mailbox limits, storage limits, sending limits, or renewal dates that apply to your package;
	12	to pay all fees when due.

15. Data protection and privacy
15.1. Email may contain personal data, confidential information, commercial information, special category data, or sensitive communications.
15.2. You are responsible for ensuring that your use of the email service complies with applicable data protection and privacy law.
15.3. Where we process personal data on your behalf in providing the email service, we will do so in accordance with our privacy policy, applicable service terms, and any data processing terms agreed between us.
15.4. You are responsible for deciding what personal data is sent, received, stored, retained, deleted, forwarded, archived, or otherwise processed through the email service.
15.5. You must not use the email service to process data unlawfully or in a way that creates unreasonable legal, security, or operational risk.
15.6. The ICO says the UK GDPR requires organisations to process personal data securely using appropriate technical and organisational measures. You are responsible for your own organisational practices, user training, device security, and lawful handling of email data.

16. Support and maintenance
16.1. We will provide email support in accordance with the package, care plan, proposal, support agreement, or service level agreement that applies to your account.
16.2. Unless expressly agreed otherwise, support is normally provided during our usual working hours.
16.3. Support may include reasonable assistance with mailbox setup, DNS records, password resets, basic troubleshooting, server-side issues, and third-party provider liaison.
16.4. Support does not automatically include device-by-device configuration, home network troubleshooting, advanced email client issues, historic data recovery, cyber incident response, legal compliance advice, or support for unsupported software unless expressly agreed.
16.5. We may carry out maintenance, updates, migrations, reboots, configuration changes, security work, or platform changes where reasonably necessary for security, stability, compliance, or performance.
16.6. Planned maintenance will be scheduled reasonably where practical, but urgent or emergency work may be carried out at any time.

17. Fees, renewals, and changes
17.1. Email service fees are payable in advance unless agreed otherwise in writing.
17.2. Email services renew for the billing period shown in your order, invoice, proposal, or billing portal record unless cancelled in accordance with these terms.
17.3. We may change email service prices, third-party licence costs, mailbox allowances, technical platforms, spam filtering tools, package specifications, or infrastructure providers by giving reasonable notice where practical.
17.4. Third-party licence costs may change at short notice where the relevant provider changes its pricing, licence model, exchange rate, tax treatment, or package structure.
17.5. We may suspend or terminate email services where fees remain unpaid after the due date.
17.6. Your use of the billing portal may also be subject to separate billing portal terms, including provisions on account access, payment records, service records, renewal information, and acceptance of service-specific terms.

18. Suspension
18.1. We may suspend, restrict, rate-limit, disable, or terminate all or part of the email service where:
	•	payment is overdue;
	•	continued operation presents a security risk;
	•	an account appears to be compromised;
	•	there is spam, phishing, malware, abuse, or unlawful use;
	•	there is a breach of these terms;
	•	a third-party provider requires suspension;
	•	a domain, DNS record, or mailbox is causing reputational harm;
	•	a regulator, court, law enforcement body, registrar, registry, or provider requires action;
	•	we need to protect our systems, your systems, other customers, recipients, or third-party services.
18.2. Where practical and lawful, we will try to tell you about suspension. However, we may act without notice where urgent action is required.
18.3. Suspension of the email service does not remove your obligation to pay outstanding fees.

19. Cancellation and ending the service
19.1. Email services hosted on SlashDotDash-managed servers are subject to 30 days’ cancellation notice unless a different minimum term or notice period applies.
19.2. Email services provided by third-party platforms, including Microsoft, Google, or similar providers, are subject to 30 days’ cancellation notice unless the third-party provider, licence term, billing cycle, or package requires otherwise.
19.3. Cancellation fees, licence fees, or remaining contract charges may apply depending on your billing cycle, package, third-party provider, or minimum term.
19.4. Once the email service is cancelled:
	•	mailboxes may become unavailable;
	•	users may lose access to emails, contacts, calendars, files, and settings;
	•	email sending and receiving may stop;
	•	forwarding may stop;
	•	DNS records may need to be changed;
	•	retained data may be deleted;
	•	recovery may not be possible.
19.5. You are responsible for backing up, exporting, or migrating any email data you require before cancellation takes effect.
19.6. If your email service is linked to a domain name, cancellation or lapse of that domain may cause the email service to stop working.
19.7. Termination of email services does not automatically terminate hosting, domain, care plan, billing, website, or other services unless those services are also cancelled.

20. Non-payment
20.1. If payment is not received by the due date, we may suspend, restrict, or terminate the email service.
20.2. Non-payment may result in mailboxes becoming unavailable, email being rejected, account access being disabled, data being deleted, or third-party licences being cancelled.
20.3. If an email account, mailbox, or service needs to be restored following late payment or non-payment, all outstanding invoices, late payment fees, licence fees, recovery fees, or data restoration fees may need to be paid before restoration is attempted.
20.4. Restoration is not guaranteed.

21. Liability
21.1. Nothing in these terms limits liability that cannot lawfully be limited or excluded.
21.2. Subject to clause 21.1, and unless a written service level agreement states otherwise, we are not liable for:
	•	indirect or consequential loss;
	•	loss of profit, revenue, goodwill, savings, opportunity, or business;
	•	business interruption;
	•	loss, deletion, corruption, delay, non-delivery, misdelivery, or filtering of email;
	•	loss of contacts, calendars, files, attachments, or account settings;
	•	blacklisting, spam filtering, or reduced deliverability;
	•	compromise caused by weak passwords, infected devices, user error, or unauthorised access;
	•	outages or failures caused by third-party platforms, providers, DNS operators, registrars, data centres, networks, or recipient systems;
	•	failure by you to back up, export, migrate, or retain email data;
	•	loss caused by inaccurate information, missing instructions, or delayed approvals supplied by you.
21.3. You acknowledge that email systems, internet services, DNS, spam filtering, and third-party platforms inherently involve operational and security risk.
21.4. We do not guarantee uninterrupted, error-free, or completely secure email service.

22. Changes to these terms
22.1. We may update these email service terms from time to time.
22.2. If we make a material change, we may notify you by email, invoice note, billing portal notice, website notice, or other reasonable method.
22.3. We may require you to accept the updated terms before continuing to use the email service.
22.4. Continued use of the email service after notice of updated terms may be treated as acceptance of those updated terms, where permitted by law.

23. Governing law
23.1. These terms are governed by the laws of the United Kingdom, and any dispute will be subject to the courts of that jurisdiction unless mandatory consumer law says otherwise.

24. Acceptance of these terms
24.1. By ordering, paying for, accessing, configuring, using, renewing, or continuing to use the email service, you agree to these Email Service Usage Terms and Conditions.
24.2. If you are using the service on behalf of an organisation, you confirm that you are authorised to accept these terms on behalf of that organisation.
24.3. Terms and conditions can be found at: https://slashdotdash.co.uk/terms-conditions/