Account Suspension Policy

FirstSales gives B2B sales teams around the world AI cold outreach tools, email sending systems and deliverability tools. Parts of these systems are shared, such as the warm-up network and sending services. That means the reputation and sending habits of each account affect every other sender on the platform.

This policy covers how FirstSales finds, reviews and acts on account behavior that breaks our Terms of Service or Acceptable Use Policy, puts our shared sending systems at risk, or harms recipients, other people or email in general.

This policy applies to every FirstSales account, whatever its plan or age. By using FirstSales, you agree to the rules on this page.

Our first duty is to protect every sender on the platform. Abuse by one account can hurt delivery, get sending addresses blocklisted or damage domain reputation for thousands of other users who did nothing wrong.

FirstSales may suspend or close an account for any of the reasons below. These are examples, not a complete list. We may act on any behavior that we decide, using our own reasonable judgment, is a risk to recipients, other users or the platform.

• Causing spam or abuse complaints above acceptable levels, or setting off spam filters again and again at the major inbox providers.
• Keeping bounce rates or spam complaint rates above normal industry limits, in a way that puts shared sending or domain reputation at risk.
• Sending to contact lists that were bought, rented, collected or scraped in a way that breaks the law, including CAN-SPAM, GDPR, CASL or similar rules.
• Sending phishing email, malware, ransomware, scams or any content meant to trick or harm recipients.
• Sending illegal, defamatory, threatening or otherwise harmful content through FirstSales.
• Breaking the FirstSales Terms of Service or Acceptable Use Policy in any important way.
• Not paying subscription fees, opening chargebacks or committing payment fraud.
• Trying to get around sending limits, warm-up schedules, rate controls or other platform safeguards.
• A compromised account, access without permission, or use of the account that creates a security risk for FirstSales or other users.
• Pretending to be another company, brand or person in email content or account settings.

We may also suspend an account early, while we look into an incident that someone reported or that we detected, before we reach a final decision. An early suspension is a safety step. It does not mean we have found that you did something wrong.

Some violations get a warning and a chance to fix the problem. Others are so serious or urgent that we must suspend the account at once.

We will usually try to send a warning and give you time to fix things for:

• A first or borderline breach of our sending quality limits (for example, a bounce rate that has gone over our limit for the first time).
• Small Acceptable Use breaches that look like mistakes and are unlikely to have caused real harm.
• Account setup problems (for example, missing unsubscribe links) that can be fixed quickly.

We will suspend at once, with no warning first, when:

• The account is sending phishing, malware or scam content.
• More sending would cause a real and immediate risk to sending or domain reputation for other users.
• We have credible evidence of fraud, payment abuse or a compromised account.
• Complaints or bounces are so high that every extra email makes things clearly worse.
• The account was already warned about the same or similar behavior.

Our Trust and Safety team decides whether to warn or to suspend at once, based on the type, seriousness and urgency of the violation. Our first duty is to the health of the platform and to every user who relies on it.

Email deliverability is shared. When you send with FirstSales, your email can use shared systems, such as sending services and the warm-up network, that many other customers also rely on.

Inbox providers such as Google, Microsoft and Yahoo judge the reputation of sending addresses and domains across everyone who uses them. One account with high complaint rates, high bounce rates or spam trap hits can:

• Get shared sending addresses slowed down or blocklisted by the major inbox providers.
• Lower inbox placement for every other sender who shares them.
• Cause domain reputation penalties that affect sending domains other customers use.
• Get feedback loops switched off, which leaves the whole platform with less deliverability data.

This risk is real. Across the cold email industry, delivery problems caused by a single abusive account have seriously harmed other customers on shared systems. This policy exists to stop that from happening here.

We take deliverability protection seriously because our other customers depend on it. If your sending puts shared systems at risk, we will act quickly, even if that interrupts your own campaigns.

When we spot a possible violation, our Trust and Safety team opens an internal review. We may spot violations through automatic monitoring, reports from outside parties (such as inbox providers or recipients) or reports from other FirstSales users.

During an investigation, we usually look at:

• The account's bounce rates, complaint rates and spam trap hits for the period in question.
• The content, volume and frequency of the email the account sent.
• The quality and source of the contact lists the account used.
• Account activity logs, including login history and setting changes.
• Any reports, complaints or feedback loop data from inbox providers or recipients.
• Any earlier warnings or violations on the account.

We aim to finish routine investigations within two to five business days. Investigations into complex fraud or legal issues may take longer. We do not have to share everything in an investigation with the account holder, especially if that could weaken how we detect abuse or expose the privacy of the people who complained.

When we suspend an account, we send a notice to the account's main email address. The notice says the account is suspended, explains the general type of violation and tells you how to contact our support team.

You must keep your account email address up to date and correct. FirstSales is not responsible for notices that do not arrive because the address we have is out of date, invalid or sends our mail to spam.

Sometimes, especially when we had to act at once to protect the platform, the notice may arrive at the same time as the suspension or shortly after it, rather than before.

We may also try to reach you through in-app messages or, if you have a named account contact with us, by phone or video call. Still, email to the address on your account is our main and official channel for suspension notices.

If we suspend your account, you can appeal by writing to our support team at firstsales@support.communicate.so. Include your account email address, the issue as you understand it, and any evidence or context you think matters.

To restore a suspended account, FirstSales may ask for one or more of the following, depending on the violation:

1. A written statement that names the specific violation and promises not to repeat it.
2. Proof that the cause has been fixed (for example, a cleaned contact list, rewritten email content or corrected technical settings).
3. Finishing a deliverability review or a fix plan that our team gives you.
4. Agreeing to closer monitoring or lower sending limits for a trial period.
5. Paying any money you owe or reversing any chargebacks.

We review each appeal on its own facts. Sending an appeal does not mean your account will be restored. In most cases we answer appeals within five business days. Our decision on restoring the account is final, but we will always try to explain why.

If we restore your account, we will tell you in writing at that time about any trial conditions, such as lower sending limits or closer monitoring.

When we suspend an account, these things happen at once:

• All outgoing email from the account stops. Scheduled campaigns and sequences pause and do not restart until the suspension ends.
• Access to the FirstSales dashboard and API is limited. You may be able to log in to see your account status and how to appeal, but you cannot set up campaigns or change settings.
• Warm-up for your connected mailboxes pauses.
• Integrations and webhook connections stop sending and receiving data.

We keep your account data, including contact records, campaign history and email templates, during a suspension unless the account is closed in the end. We never delete account data only because an account is suspended.

If the account is closed rather than suspended, our Privacy Policy decides how long data is kept. If we have told you in advance, export any data you need before the closure becomes final.

A suspension may become a permanent account closure if the violation is serious enough, if the appeal process ends without a good outcome, or if the account holder does not answer us within a reasonable time.

When we close an account, your access to FirstSales and all related services ends for good. Closed accounts cannot be restored.

A suspension or closure for breaking our policies does not give you any right to a refund. All payments to FirstSales are final and cannot be refunded. That includes subscription fees for any time the account was suspended or closed, whether the suspension was temporary or permanent.

For full details on billing and refunds, please read our Refund Policy. The no-refund rule for policy violations matches that policy and backs it up.

We know a suspension or closure hurts a business. That is exactly why we take enforcement seriously: accounts that follow our rules should not pay for those that do not. Not refunding fees when someone breaks the rules gives enforcement real weight and stops bad senders from treating our systems as throwaway.

If we restore an account and it breaks the rules again, we will act faster. A second serious violation may lead to permanent closure at once, with no further warning or trial period.

FirstSales may permanently ban people or organizations that show a pattern of abuse, including using several accounts to get around an earlier suspension or ban. If we find a new account being used to avoid an existing ban, we will close that account at once.

We update this policy from time to time as the platform, the law and industry standards change. For important changes, we will email account holders at least fourteen days before the changes take effect, unless an urgent security or legal situation means we must apply them at once.

If you keep using FirstSales after an update takes effect, you accept the updated policy. Please read this policy from time to time.

This policy is part of the FirstSales Terms of Service. If this policy and the Terms of Service ever disagree, the Terms of Service win. For questions about this policy or your account status, contact us at firstsales@support.communicate.so.