Strict limits, applied transparently.
utobo protects deliverability for every sender by enforcing clear bounce and complaint limits. These limits are applied strictly and automatically — but you will always be told exactly what happened and why.
Why we enforce these limits
Email providers judge senders on bounce and complaint rates. One sender mismanaging their list can damage deliverability for everyone on shared infrastructure. To keep inboxes open for all utobo customers, we enforce the limits below without exception. Unlike providers that cut you off silently, we notify you immediately at every step and give you a clear path to resolve the issue.
The limits we enforce
| Metric | Warning | Sending paused |
|---|---|---|
| Hard bounce rate | at or above 1.5% | at or above 2.0% |
| Spam complaint rate | at or above 0.03% | at or above 0.05% |
| Spamtrap hit | — | any confirmed hit |
| Blocklisted domain | — | any confirmed hit |
Rates are measured over a rolling window of your recent sending. A minimum send volume applies before any pause is triggered, so low-volume senders are not paused on a handful of bounces. Only hard bounces (invalid or non-existent addresses) count toward the bounce rate.
How enforcement works
Enforcement is automatic, but never silent. Every change of status sends you an email and updates the reputation banner in your dashboard, stating the exact metric, the value reached, and what to do next.
What happens at each stage
- Warning — you cross a warning threshold. Sending continues. You receive an email and a dashboard alert so you can clean your list before a pause.
- Paused — you cross a pause threshold, or hit a spamtrap or blocklisted domain. Sending is blocked immediately across the API, campaigns, and sequences, and you are notified at the same moment.
- Under review — after you appeal, our team evaluates your account. Sending remains blocked during review.
- Reinstated — once resolved, sending resumes and your reputation window is reset so only activity from that point forward is counted.
- Terminated — repeated or severe breaches (including spamtrap or blocklist activity) can result in permanent loss of sending access.
No refunds on policy breaches
If your account is paused or terminated for breaching these limits, fees already paid are non-refundable and the current billing period is forfeited.
By creating a utobo account and sending email, you agree to these limits and to this no-refund condition. This clause is part of, and cross-referenced from, the utobo Terms of Use. It applies regardless of the reason the limits were exceeded.
How to stay healthy
- Use double opt-in for new contacts
- Never buy, rent, or scrape email lists
- Remove hard-bounced addresses immediately (we suppress them automatically)
- Stop emailing contacts who don't engage
- Make unsubscribing easy and honor it instantly
- Authenticate your domain with SPF, DKIM, and DMARC
Questions about this policy?
We're happy to help you keep your sending healthy. Reach out any time.