Account Suspension Policy

FirstSales provides AI-powered cold outreach tooling, shared and dedicated email sending infrastructure, and deliverability systems to B2B sales teams worldwide. Because our infrastructure is shared, the reputation and sending behavior of each account directly affects every other sender on the platform.

This policy governs how FirstSales identifies, evaluates, and acts on account behavior that violates our Terms of Service or Acceptable Use Policy, threatens the integrity of our shared sending infrastructure, or harms recipients, third parties, or the broader email ecosystem.

This policy applies to all FirstSales accounts, regardless of plan tier or account age. By using FirstSales, you agree to the standards described here.

FirstSales may suspend or terminate an account for any of the following reasons. This list is illustrative, not exhaustive. We reserve the right to act on any behavior that we determine, in our sole reasonable judgment, poses a risk to recipients, other users, or the platform.

• Generating spam or abuse complaints above acceptable thresholds, or repeatedly triggering spam filters across major inbox providers.
• Sustaining bounce rates or spam-complaint rates that exceed industry-standard limits and threaten shared IP or domain reputation.
• Sending to contact lists that were purchased, rented, harvested, or scraped in a manner that violates applicable law, including CAN-SPAM, GDPR, CASL, or equivalent regulations.
• Sending phishing emails, malware, ransomware, fraudulent solicitations, or any content designed to deceive or harm recipients.
• Distributing illegal, defamatory, threatening, or otherwise harmful content through the FirstSales platform.
• Violating the FirstSales Terms of Service or Acceptable Use Policy in any material way.
• Non-payment of subscription fees, initiating chargebacks, or payment fraud.
• Attempting to circumvent sending limits, warmup schedules, rate controls, or other platform safeguards.
• Account compromise, unauthorized access, or use of the account in a way that creates a security risk for FirstSales or other users.
• Impersonating another company, brand, or individual in email content or account settings.

We may also suspend an account proactively while we investigate a reported or detected incident, even before a final determination has been made. Proactive suspension is a precautionary measure, not a conclusive finding of wrongdoing.

FirstSales distinguishes between violations that warrant a warning and an opportunity to remediate, and violations so severe or urgent that immediate suspension is necessary.

We will generally attempt to provide a warning and a remediation window for:

• First-time or borderline violations of sending-quality thresholds (e.g., a bounce rate that has crept above our threshold for the first time).
• Minor Acceptable Use violations that appear inadvertent and are unlikely to have caused significant harm.
• Account configuration issues (e.g., missing unsubscribe links) that can be corrected quickly.

We will suspend immediately, without prior warning, when:

• The account is sending phishing, malware, or fraudulent content.
• Continued sending poses an imminent and material risk to IP or domain reputation for other users.
• We have credible evidence of fraud, payment abuse, or account compromise.
• Complaint volumes or bounce rates are so severe that every additional email sent makes the situation materially worse.
• The account has previously received a warning for the same or similar conduct.

Whether we warn or suspend immediately is a judgment call made by our Trust and Safety team based on the nature, severity, and urgency of the violation. Our first obligation is to the health of the platform and to all users relying on it.

Email deliverability is a shared resource. When you send through FirstSales, your email may travel over shared IP pools, shared sending domains, or warmup infrastructure that dozens or hundreds of other customers also rely on.

Inbox providers such as Google, Microsoft, and Yahoo evaluate the reputation of sending IP addresses and domains across all senders using them. A single account generating high complaint rates, high bounce rates, or spam-trap hits can:

• Cause shared IPs to be throttled or blacklisted by major inbox providers.
• Reduce inbox placement rates for every other sender on those IPs.
• Trigger domain-level reputation penalties that affect sending domains used by other customers.
• Result in feedback loop suspensions that reduce deliverability data available to the entire platform.

This is not a theoretical risk. Deliverability incidents caused by a single high-abuse account have materially harmed other customers on shared infrastructure across the cold email industry. Our suspension policy exists precisely to prevent that outcome.

When a potential violation is detected, our Trust and Safety team opens an internal review. We may detect violations through automated monitoring, reports from third parties (such as inbox providers or recipients), or reports from other FirstSales users.

During an investigation, we typically examine:

• Bounce rates, complaint rates, and spam-trap hit data for the account over the relevant period.
• The content, volume, and frequency of emails sent through the account.
• The quality and provenance of contact lists used by the account.
• Account activity logs, including login history and configuration changes.
• Any reports, complaints, or feedback loop data received from inbox providers or recipients.
• The account's history of prior warnings or violations.

We aim to complete routine investigations within two to five business days. Investigations involving complex fraud or legal issues may take longer. We are not obligated to share the full contents of an investigation with the account holder, particularly where doing so could compromise our detection methods or the privacy of complainants.

When we suspend an account, we will send a notification to the primary email address associated with that account. The notice will explain that the account has been suspended, describe the general nature of the violation, and provide instructions for contacting our support team.

It is your responsibility to keep your account email address current and accurate. FirstSales is not responsible for notices that are undeliverable because the address on file is outdated, invalid, or routed to spam.

In some cases, particularly where immediate action was necessary to protect the platform, the notice may be sent concurrently with or shortly after the suspension takes effect rather than in advance.

We may also attempt to communicate with you through in-app messaging or, where we have a dedicated account contact, by phone or video call. However, email to the address on file is our primary and official channel for suspension notices.

If your account has been suspended, you may appeal the decision by contacting our support team at support@firstsales.io. Please include your account email address, a description of the issue as you understand it, and any evidence or context you believe is relevant.

To reinstate a suspended account, FirstSales may require one or more of the following, depending on the nature of the violation:

1. A written acknowledgment of the specific violation and a commitment not to repeat it.
2. Evidence that the underlying issue has been remediated (e.g., a cleaned contact list, revised email content, corrected technical configuration).
3. Completion of a deliverability review or remediation plan provided by our team.
4. Agreement to enhanced monitoring or sending limits for a probationary period.
5. Payment of any outstanding balances or reversal of any chargebacks.

We review appeals on a case-by-case basis. Submission of an appeal does not guarantee reinstatement. We will respond to appeals within five business days in most cases. Our decision on reinstatement is final, though we will always try to explain our reasoning.

If your account is reinstated, any probationary conditions (such as reduced sending limits or enhanced monitoring) will be communicated to you in writing at the time of reinstatement.

When an account is suspended, the following takes effect immediately:

• All outbound email sending through the account is halted. Scheduled campaigns and sequences are paused and will not resume until the suspension is lifted.
• Access to the FirstSales dashboard and API is restricted. You may be able to log in to view your account status and appeal instructions, but you will not be able to configure campaigns or modify settings.
• Warmup processes associated with your connected mailboxes are paused.
• Any integrations or webhook connections will stop receiving or sending data.

Your account data, including contact records, campaign history, and email templates, is preserved during a suspension unless the account is ultimately terminated. We do not delete account data solely because an account has been suspended.

If the account is terminated rather than suspended, data retention is governed by our Privacy Policy. You should export any data you need before a termination becomes final if you have been given advance notice.

A suspension may be escalated to permanent account termination if the violation is sufficiently severe, if the appeal process is exhausted without a satisfactory resolution, or if the account holder does not respond to our communications within a reasonable time.

Upon termination, your access to the FirstSales platform and all associated services is permanently revoked. Terminated accounts may not be reinstated.

For full details on our billing and refund practices, please review our Refund Policy. The no-refund rule for policy violations is consistent with and reinforces that policy.

We recognize that a suspension or termination has a real business impact. That is precisely why we take enforcement seriously: accounts that follow our rules should not bear the cost of those that do not. Declining to refund fees in violation cases ensures that enforcement has meaningful consequences and discourages bad actors from treating our infrastructure as disposable.

Accounts that are reinstated after a suspension and then commit further violations will be subject to expedited enforcement. A second significant violation may result in immediate permanent termination without an additional warning or probationary period.

FirstSales reserves the right to permanently ban individuals or organizations that demonstrate a pattern of abusive behavior, including by using multiple accounts to circumvent a prior suspension or ban. If we identify that a new account is being used to evade an existing ban, that account will be terminated immediately.

We update this policy periodically to reflect changes in platform capabilities, legal requirements, and industry standards. When we make material changes, we will notify account holders via email at least fourteen days before the changes take effect, unless an urgent security or legal situation requires immediate implementation.

Continued use of FirstSales after the effective date of any update constitutes acceptance of the revised policy. We encourage you to review this policy periodically.

This policy is incorporated by reference into the FirstSales Terms of Service. In the event of any conflict between this policy and the Terms of Service, the Terms of Service will control. If you have questions about this policy or your account status, please contact us at support@firstsales.io.