This policy applies to every campaign BuiltCold operates, including our own. It forms part of our Terms of Service. If a campaign can't be run within it, we don't run it.
1. What we do
We send business-to-business outreach to professional contacts at organisations where the message is plausibly relevant to their role. Every message:
- Identifies the sender accurately — no forged headers, no misleading From or Reply-To
- Uses a subject line that reflects what's actually inside
- Includes a valid physical postal address
- Includes a working, one-click opt-out
- Is sent from dedicated authenticated domains, never from a client's primary domain
2. Opt-outs
Opt-out requests are honoured within 3 business days and in practice much sooner. Opted-out addresses go onto a permanent suppression list applied across every campaign we operate, for every client. We never re-add a suppressed address, and we never sell or transfer suppression lists.
Reply-based opt-outs count. If someone writes "remove me" in a reply, that's an opt-out — no link required.
3. What we won't send
We will not build infrastructure for, or run campaigns promoting:
- Anything unlawful, or anything designed to deceive the recipient about who is writing or why
- Phishing, credential harvesting, malware, or impersonation of another business
- Investment, cryptocurrency, forex or "guaranteed returns" offers
- Adult content, gambling, or controlled substances
- Multi-level marketing, chain schemes or recruitment into them
- Health, medical or financial claims that can't be substantiated
- Harassment, threats, defamation, or campaigns targeting a specific individual
- Political campaigning or issue advocacy
- Anything targeting consumers at personal email addresses
This list isn't exhaustive. We reserve the right to decline or stop any campaign we think creates legal, deliverability or reputational risk, and we'll tell you plainly why.
4. Contact data standards
Lists we build
Sourced from licensed B2B data providers and publicly available business information. Business addresses only. Verified before sending, with role and industry filtered to your ICP.
Lists you supply
You must be able to confirm where the list came from and that you may lawfully email it. We will verify it before use and may decline it if:
- Its provenance can't be established
- It contains personal rather than business addresses
- It contains role accounts likely to be spam traps
- Verification returns an unacceptable bounce rate
- It appears to have been purchased from an unlicensed source
This isn't bureaucracy. A single bad list can damage sending reputation across shared infrastructure, so the standard is the same for everyone.
5. Geographic limits
- United States: CAN-SPAM compliant B2B outreach.
- Canada: excluded by default. CASL requires consent or a recognised exemption; we'll only include Canadian contacts where you can demonstrate one.
- EU and UK: included only on request, relying on legitimate interest for B2B contacts, with immediate honouring of objections. Some member states apply stricter rules to unsolicited email, and we'll exclude those on request.
- Elsewhere: assessed case by case.
Tell us any market you want excluded and we'll exclude it, no explanation needed.
6. Volume and deliverability practices
- New domains are warmed for two to three weeks before carrying real volume
- Sending is distributed across multiple domains and mailboxes, with per-mailbox daily limits
- Bounce, complaint and placement rates are monitored daily
- Campaigns are paused if complaint rates exceed 0.3% or bounce rates exceed 3%
- Degraded domains are isolated and replaced rather than pushed harder
7. If someone complains
Recipients can reach us at [ABUSE EMAIL]. We investigate every complaint, suppress the address immediately, tell the complainant which client's campaign it was, and review whether the campaign or list needs to change.
Repeated complaints against one client's campaign will result in that campaign being paused pending review, and terminated if the underlying problem isn't fixable.
8. Consequences of breach
Where a client breaches this policy we may pause campaigns immediately, require changes before resuming, or terminate under section 8 of the Terms of Service. Fees for services already delivered aren't refunded, and the client remains liable for any resulting claims under the indemnity in those terms.
9. Contact
Abuse and opt-out: [ABUSE EMAIL]
General: [EMAIL]
Postal: [LEGAL ENTITY NAME], [STREET ADDRESS], [CITY, STATE ZIP]