This policy is part of the Payani.ai Terms of Service. It applies to everyone who uses Payani.ai, including anyone you invite into your workspace.
Why this exists
Every customer on Payani.ai sends email through shared infrastructure. That means your sending affects everyone else's. One customer emailing a purchased list can damage inbox placement for every other business on the platform, including businesses that have done nothing wrong.
That is the reason this policy is strict about email and the reason we enforce it quickly. It is not bureaucracy. It is the only thing protecting the deliverability you are paying for.
1. Email: who you may send to
You may send to people who have given you permission, or with whom you have a genuine, current business relationship. That means:
- They signed up to your list, filled in your form, or checked a box
- They bought from you, booked with you, or enquired with you
- They gave you their card at an event and expected to hear from you
- They are an existing customer and the email relates to what they bought
You may not send to:
- Purchased, rented, leased, or licensed lists. No exceptions. Not "opted-in" purchased lists, which do not exist in any meaningful sense.
- Scraped or harvested addresses. Anything collected by crawling websites, LinkedIn, directories, review sites, or social profiles.
- Lists from a data broker or lead vendor, however the vendor describes consent.
- Addresses you guessed or generated, including patterns like firstname.lastname@company.com.
- Anyone who unsubscribed, complained, or asked you to stop, whether that happened inside Payani.ai or anywhere else.
- Anyone whose address you obtained for a different purpose than the email you are sending.
- Role addresses at scale, such as info@, sales@, or admin@, where you have no relationship with the business.
Importing a list does not create permission. If you import contacts from HubSpot, Pipedrive, or a CSV, the same rules apply to every record in it. Migrating a list you should not have been emailing does not make it acceptable here.
Cold outreach
Limited, genuinely personal, one to one business email to a specific person at a specific company, sent by a human who has a real reason to contact them, is acceptable.
Sending the same message to thousands of people you have never met, personalised only by merge fields, is not one to one email. It is cold blasting, and it is prohibited regardless of what it is called or which feature is used to send it.
2. Email: how you must send
Every marketing email you send must:
- Include a working unsubscribe link. The platform adds one. Do not attempt to remove, hide, disguise, or break it.
- Include your real physical postal address.
- Accurately identify who it is from. Your sender name, from address, and reply-to must be genuinely yours.
- Have a subject line that reflects the content. No bait, no fake reply prefixes, no fake forward prefixes, no false urgency about accounts or orders that do not exist.
- Honour unsubscribes promptly. The platform does this automatically and you must not work around it.
You must not:
- Use another company's domain, brand, or identity in your sender details
- Set up sending domains designed to disguise who you are
- Spread the same campaign across multiple accounts, domains, or subdomains to get around limits, complaint rates, or a suspension
- Route email through Payani.ai on behalf of a third party whose sending practices you cannot vouch for
3. Email: performance thresholds
Your sending is measured. We may throttle, suspend, or terminate an account whose sending harms the platform, regardless of whether you have broken any other rule.
The signals that matter most:
- Spam complaint rate. Industry practice treats anything above 0.1 percent as a problem and above 0.3 percent as serious. We act well before it becomes serious.
- Hard bounce rate. A high hard bounce rate usually means a stale or purchased list.
- Spam trap hits. Even one can affect sender reputation for everyone.
- Sudden volume spikes from an account with no sending history.
If your numbers move the wrong way we will normally contact you first and work through it. If the damage to other customers is immediate, we will suspend sending first and talk afterwards.
4. Sending limits
Every plan has a monthly sending ceiling, listed in the Terms of Service. These exist to protect deliverability and to stop abuse. They are not a pricing tier. If you have a legitimate reason to send more, email support@payani.ai and we will raise your limit.
Deliberately working around a ceiling, including by opening additional accounts, is a breach of this policy.
5. AI generation
Do not use Payani.ai's AI features to create:
- Content that breaks the law, or that helps someone else break it
- Content that impersonates a real person or organisation, including fake endorsements, fake quotes, and fake reviews
- Synthetic images, audio, or video of a real person doing or saying something they did not, without their permission
- Sexual content, sexual content involving minors, or any content that sexualises a minor
- Content that harasses, threatens, or incites violence against anyone
- Content that promotes self harm, disordered eating, or suicide
- Malware, phishing pages, or anything designed to deceive people into giving up credentials or money
- Deliberate disinformation, including false health claims, false financial claims, and election misinformation
- Content that infringes someone else's copyright or trademark
- Content that presents AI output as the work of a named real person without disclosure
Review what the AI produces before you publish it. AI output can be wrong or can unintentionally resemble existing work. Once you publish it, it is your content and your responsibility.
Claims in marketing content
If you operate in a regulated field, in particular healthcare, aesthetics, dentistry, finance, or legal services, you are responsible for making sure content generated through Payani.ai meets the advertising rules that apply to you. AI will happily write a claim your regulator will not accept.
6. Content and conduct generally
Do not use Payani.ai to store, send, publish, or promote:
- Anything illegal under United States federal or California law
- Content that infringes intellectual property rights
- Malware, viruses, or malicious code
- Phishing, scams, fraudulent offers, or pyramid and multi level recruitment schemes
- Harassment, hate speech, or content targeting people based on race, ethnicity, religion, disability, sex, gender identity, or sexual orientation
- Content that violates someone's privacy, including publishing personal information without permission
Restricted categories. Payani.ai may not be used to market: illegal drugs or drug paraphernalia, weapons or ammunition, sexual services, gambling where it is not licensed, pharmaceuticals sold without a prescription, cryptocurrency investment schemes, payday lending, debt relief offers that are not what they claim, or work from home and get rich quick programmes.
7. Data you must not process
The Terms of Service list the categories of data that must not be put into Payani.ai. The most important:
No protected health information. Payani.ai is not HIPAA compliant and we do not sign Business Associate Agreements. Ordinary contact details are fine. Clinical information is not.
No payment card numbers, government identifiers, or biometric data.
If you are a clinic, practice, or med spa: store the fact that someone is a patient and how to reach them. Do not store what they were treated for.
8. Platform integrity
Do not:
- Access, or try to access, any account or data that is not yours
- Probe, scan, or test the security of the platform without our written permission
- Get around authentication, rate limits, credit metering, or any other technical control
- Send automated traffic that degrades performance for other customers
- Reverse engineer, decompile, or copy the platform
- Resell or sublicense access, unless you have a written white label or reseller agreement with us
- Use the platform to build a competing product
- Use scrapers or bots against the platform, or extract data at scale by automated means beyond the features we provide
Security research. If you find a vulnerability, email support@payani.ai. We will not pursue anyone who reports a genuine issue in good faith and does not access other customers' data or disrupt the service.
9. Your website connection
If you connect a website repository, you confirm you are entitled to authorise automated changes to it. Do not connect a repository belonging to someone else without their permission, and do not use the connection to publish content to a site you do not control.
10. Third party accounts
Where you connect a social, calendar, or advertising account, you must follow that provider's own rules as well as this policy. A breach of their terms through Payani.ai is also a breach of this policy.
11. How we enforce this
Depending on what has happened, we may:
- Contact you and ask you to fix it
- Throttle your sending
- Pause a campaign
- Suspend AI features
- Suspend the account
- Terminate the account
- Report the matter to law enforcement where the law requires it
We normally warn first. We will not warn first where email deliverability is at immediate risk, where there is a security or fraud problem, where the content is illegal, or where the same issue has already been raised with you.
Suspension for abuse does not entitle you to a refund.
Reinstatement. If you are suspended for a sending issue, tell us what you changed. We reinstate accounts that fix the underlying problem. We do not reinstate accounts that got suspended for buying a list and want to try again.
12. Reporting a problem
To report abuse, spam, or a security issue involving Payani.ai, email support@payani.ai. Include the email headers or a link if you have them.
If you received an unwanted email sent through Payani.ai, use the unsubscribe link in the email first, since that stops it immediately. If it does not stop, tell us.
13. Changes
We may update this policy. Material changes get at least 30 days notice. Where a change is needed urgently to protect the platform or comply with the law, it takes effect immediately and we tell you as soon as we can.
Payani Media LLC, doing business as Payani.ai 600 California Street, Floor 11, San Francisco, CA 94108 support@payani.ai