Trust

Trust

Last updated September 4, 2026

What Sendly commits to, what it deliberately does not, and where to check each one.

1. Why this page exists

An email platform asks for two unusual things: your contact list, and permission to send as you. Most providers answer that with a terms-of-service page and a security badge. This page is the shorter, more useful version: what we commit to, what we deliberately do not, and where you can check each one.

Everything here describes what Sendly actually does today. Where a behaviour is blunt or one-sided, it says so.

2. You can leave with everything, at any time

Your whole account exports on demand from the dashboard: contacts and their custom fields, lists, segments, templates, campaigns, events, sending domains, and your suppression list. Not a support ticket, not a contacts-only CSV.

In an open format

Newline-delimited JSON, gzipped. Readable with standard tools, streamable, no proprietary container. The API is a published OpenAPI document and the SDKs are open source, so moving your integration is rewriting a client rather than reverse engineering one.

Including your suppression list

The record of who bounced and who complained is the piece most platforms quietly keep. It is the piece that protects your sender reputation wherever you go next, so it leaves with you.

Including while your project is stopped

A project we have disabled stays fully readable and fully exportable. That is deliberate, and it is the reason the enforcement below is defensible at all.

And you can delete instead

Settings, Data, Delete account. It removes your account and the projects you own, and it is not reversible.

3. You will not be surprised by a price change

  • Thirty days' notice, by email, before any price increase takes effect. Not a changelog entry.
  • Your current price holds through the end of the billing period you are in when a change lands.
  • No mid-term repricing, no exit fee, no notice period to cancel, no minimum term.
  • If a change does not work for you, the export above is the same one you would use on any other day. It does not need an active subscription and we will not slow it down while one winds down.

4. The sending limits are published, and so are their edges

Sendly sends through shared infrastructure, so one sender with a bad list can damage delivery for everyone on it. There are limits, and crossing one can stop your project from sending.

Bounces and complaints: two bands, both published

Crossing the first flags your project. Crossing the second stops it. The exact percentages, the windows they are measured over, and the minimum volume below which neither applies are all on the sending standards page. They are stricter than our upstream provider's on purpose: a suspension at that level would take every Sendly customer down at once.

Content: no warning stage at all

Outbound mail is sampled and scanned for phishing. A sufficiently confident result, or enough results in a short window, stops the project immediately, applies to every project the same account owns, and gives a deliberately generic reason. There is no flagged stage and no chance to correct it first.

5. What we deliberately do not do

Stated plainly here so it is not a surprise later.

We do not warn you by email before stopping a project

There is a flagged stage for bounces and complaints, but it appears in your dashboard and pages our operations team. Nothing arrives in your inbox. If you are not looking at Settings, Security, you will not know. For content violations there is no flagged stage at all.

We do not publish the content-scanning thresholds

Publishing the score, the count and the window would let someone pace their sending to stay just underneath, which converts a safety limit into a budget. We publish the bounce and complaint bands because the only way to stay under those is to have a list that does not bounce, which is the behaviour we want anyway.

We do not explain a content decision in detail

You get the decision, not the score or the rule. A precise explanation is a debugging tool for whoever is abusing the platform.

We do not re-enable a project automatically

Nothing you can do from your own account reverses a stop. An automatic path back, reachable by the account that was just stopped, would undo the containment it is appealing.

On a brand-new project, we may not email you that it was stopped

Operators are paged and the dashboard shows it, but for a content stop on a project less than a week old the outbound notice is withheld — it would travel through Sendly's own pipeline and tell an active abuser they had been caught, in the same second, using our infrastructure. Projects past their first week keep the email. If you are a legitimate new customer caught by this, the first you may hear of it is a dashboard that has stopped working. That is a real cost of the design, and it is why appeals are answered fast.

6. Enforcement is fast, so the way back is quick and human

A stopped project can be appealed from Settings, Security, or over the API. A person reads it, and we commit to a first response from a person within twenty-four hours. That deadline is recorded when you file and does not move if we later change what we publish.

A first response means a human has read it and replied, not that the decision is final. Some appeals are declined, and a case that needs investigation takes as long as the investigation takes. While it is open, nothing is deleted, hidden, or held back — you keep full read access and can export everything.

False positives happen. The scanner is strict on new accounts, which is exactly the cohort a legitimate new customer is in. That trade-off is ours, not yours, and being caught by it is not held against you.

7. Security and reporting

Found a vulnerability? Write to security@sendly.now. Good-faith research is welcome and we will not pursue you for it: stay inside your own account, do not access other customers' data, do not degrade the service, and give us reasonable time to fix it.

Mail you believe was sent through Sendly in violation of our acceptable use policy: support@sendly.now, with full headers if you have them.

Everything else: support@sendly.now. We answer our own email.

8. Read the detail

Questions about this page? Write to us at support@sendly.now — we answer our own email.