Terms of Service

Effective date: 3 August 2026 · Version 1.3 · Previous version 1.2 of 3 August 2026
These Terms are a binding agreement between you and JC Establishment LLC, trading as CopperMailer. Please read them before buying. Clause 26 is the Acceptable Use Policy and clause 27 the Service Level Agreement; both form part of this document.

1. Who we are

The CopperMailer service is provided by:

JC Establishment LLC, a limited liability company organised under the laws of the State of Wyoming, United States, trading as CopperMailer.
Business address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
Email: support@coppermailer.com
Full details: Company details

In these Terms, “CopperMailer”, “we”, “us” and “our” mean the company above. “You”, “your” and “Customer” mean the person or organisation that opens an account or buys from us.

2. Acceptance of these Terms

1. By creating an account, using free credits, making a purchase or otherwise using the Service, you confirm that you have read, understood and agree to be bound by these Terms, the Privacy Policy, the Acceptable Use Policy and the Return & Refund Policy, all of which form part of this agreement.
2. Before any payment is taken you must tick a checkbox at checkout confirming acceptance of these documents. We record the date, time and version accepted. Because every purchase is a one-time payment, no recurring-payment authorisation is requested and none is given.
3. If you agree on behalf of a company or other organisation, you warrant that you are authorised to bind that organisation, and “you” means that organisation.
4. If you do not agree with these Terms, do not use the Service.

3. The Service

1. CopperMailer is a cloud-hosted software-as-a-service application that connects to mailboxes you control, analyses incoming email and generates draft or automatically sent replies using artificial intelligence, together with related routing, analytics, integration and administration features.
2. The Service is delivered digitally over the internet. No physical goods are sold, produced or shipped. There is nothing to deliver and no delivery times apply.
3. CopperMailer is sold on a one-time-payment basis. There are no subscriptions, no billing cycles and no automatically renewing charges of any kind. You buy a licence once, and you buy credits when you choose to.
4. A licence grants a perpetual, non-exclusive, non-transferable, revocable right to use the Service for your own internal business purposes, subject to these Terms. “Perpetual” means for as long as we operate the Service; clause 14.5 governs what happens if we stop.
5. What each licence, unlock, reply pack, service and credit purchase includes is described on the Pricing section and the Credits section, both of which form part of this agreement.
6. CopperMailer is a tool for replying to email that others have sent to you. It is not a bulk-email, cold-outreach, newsletter or marketing-campaign platform, has no list, campaign or broadcast functionality, and must not be used as one.
7. What we are, in business terms. We are the publisher of a software product and we license it to you directly. We do not act as your agent, do not provide advertising, marketing, media or public-relations services, do not provide IT services, systems integration, outsourcing or telecommunications, and do not sell physical goods. Our Business classification statement sets this out in full and forms part of these Terms.
8. We sell only our own product. Everything offered on this site is made and sold by us, to the person who will use it. We are not a marketplace, reseller, aggregator or payment facilitator: we sell nothing on behalf of a third party, host no other sellers, take no commission, and never collect, hold, split or forward money intended for anyone else. What you pay us is the price of our software.

4. Eligibility and accounts

1. You must be at least 18 years old and legally capable of entering into a binding contract.
2. Accounts are opened by request, not by self-service. You apply through the account request form or by writing to us, and we open the workspace manually after checking that the mailbox you want to connect is yours and that you intend to answer incoming mail rather than send campaigns. We may ask for proof of control of the domain, and we may decline a request, in which case nothing is charged and no account exists. Approval is normally given within one business day.
3. You must provide accurate, current and complete registration and billing information and keep it up to date. Providing false information is a material breach of these Terms.
4. You are responsible for all activity under your account and for keeping credentials confidential. Enable multi-factor authentication where offered. Tell us immediately at security@coppermailer.com if you suspect unauthorised access.
5. You are responsible for the acts and omissions of every user you invite into your workspace.

5. Free credits and account creation

1. Opening an account is free and requires no payment method, at the request stage or afterwards. Approved accounts receive 50 free credits so you can evaluate the Service on your own mail.
2. Because no payment method is collected, nothing can be charged to you at any point unless you deliberately make a purchase. There is no trial that converts, no countdown and no subscription to forget about.
3. When free credits are used up, reply generation pauses and the account remains open and read-write. You may buy credits, or not, as you prefer.
4. Free credits are limited to one grant per organisation, carry no cash value and are not refundable. We may withdraw or reduce them if they are abused.
5. An account with no purchase and no activity for 24 months may be closed on 30 days’ email notice.

6. What you can buy

1. Licences (Wire, Coil, Alloy, Foundry) are one-time purchases that set how many mailboxes you may connect and how many people may use the workspace. They do not expire and do not renew.
2. Feature unlocks are one-time purchases that permanently enable a named feature on your account.
3. Credits are prepaid units of use, bought in any whole quantity from 10 to 20,000 in a single purchase (a minimum ticket of $0.99), at the rate published in the Pricing section, currently 10 credits per US dollar less a flat 1¢ discount on every purchase, with the marginal bonus tiers set out in the Credits section. The amount charged is calculated exactly and always falls on a whole cent. Credits are not money, not electronic money, not a stored-value, wallet, voucher or gift instrument, and not a security. They are units of use of our software and nothing else: they cannot be transferred to another person or account, cannot be spent outside CopperMailer, cannot be sold or exchanged, and cannot be withdrawn as cash. They are redeemable only against use of the Service, or as a refund of an unused purchase to the original payment method under clause 8. We hold no customer funds and provide no payment, transfer or stored-value service.
4. One credit is consumed per generated reply, with the complete cost table in the Credits section. A draft you reject still consumes its credit, because the work of generating it was done. Purchased credits do not expire while your account is open.
5. Reply packs are one-time purchases of downloadable template and knowledge content, licensed to you for internal use and editing, but not for resale or redistribution.
6. Services are one-time engagements delivered by our staff within the working days stated in the Pricing section, counted from the date we agree a start with you.
7. If your credit balance reaches zero, the Service stops generating replies and notifies you. It never charges you automatically to continue, and there is no overage, usage bill or stored card charged in the background.
8. Upgrading a licence costs the difference between the two prices at the time of upgrade. You are never asked to pay again for what you already own.

7. Prices, payment and taxes

1. One-time payments only. Every purchase is charged once, at the moment you confirm it. We do not operate subscriptions, do not create recurring payment mandates, and do not retain your card credentials for future charges unless you explicitly ask us to save a payment method for convenience, which you may remove at any time.
2. Currency. All prices are quoted in United States dollars (USD) and, unless a local payment method requires otherwise, charged and refunded in USD. Where you pay with a local method that settles in another currency – for example a Polish bank transfer or BLIK in PLN – the converted amount is displayed before you confirm, is the amount charged, and is the amount refunded if the purchase is later refunded. Your own bank may apply a conversion rate and foreign-transaction fee if your card is denominated in a different currency again; that charge is between you and your bank, and we never receive any part of it.
3. The total is shown before you confirm. The checkout page displays the full amount, including any tax we are required to collect, before you authorise payment. We add no handling charge, processing fee, service charge, account fee or minimum spend, and there are no hidden costs of any kind. What is displayed is what is charged, once.
4. Authorisation. A charge is only ever created by you clicking to confirm a purchase you have configured yourself. We do not create payment mandates, standing orders or recurring authorisations, and we cannot initiate a payment on your behalf.
5. Fraud screening. Payments are screened for fraud by Stripe. We may decline, or refund and reverse, a purchase we reasonably believe to be fraudulent or made with a payment method used without its owner’s authority. Where we do, you are told why and nothing is retained.
6. Taxes. Prices exclude VAT, GST and sales tax. Where we must collect such tax, it is calculated and displayed at checkout before you confirm payment and is shown on your invoice. Where a destination country requires us to collect VAT or GST on sales to consumers, we register and account for it in that country and show it separately on your invoice.
7. Delivery. Licences, unlocks and credits are applied to your account on successful payment, normally within seconds and always within one hour. Reply packs are downloadable immediately. Nothing is physically shipped.
8. Price changes. We may change published prices at any time. A change never affects a purchase you have already made, and because nothing renews, no price change can ever result in a charge you did not choose. Credits already in your balance keep their full value regardless of later pricing.
9. Payment processing. Card payments are processed by Stripe, Inc. and its affiliates. Card details are captured directly by Stripe; CopperMailer never receives or stores full card numbers. We store only the card brand, last four digits, expiry date and a Stripe customer token. Local payment methods may be processed by a local payment institution acting for us; where that applies, the payment page names it, and JC Establishment LLC remains the seller and merchant of record for the purchase.
10. Descriptor. Charges appear on your statement as JC Establishment, once per purchase. That is the legal name of the company behind the CopperMailer trading name, so the two do not read identically; it is stated here, in the Pricing section and in the Return & Refund Policy so that the entry is never a surprise.
11. Invoices. An invoice is emailed for every purchase and is always available in Settings → Billing → Invoices.
12. Failed payments. If a payment fails, the purchase simply does not complete and nothing is applied to your account. There is nothing to retry, no dunning process and no suspension for non-payment, because you never owe us anything you have not already paid.
13. Disputes with your card issuer. If you believe a charge is wrong, we would appreciate the chance to fix it: write to billing@coppermailer.com and we resolve billing errors quickly and refund genuine mistakes without argument. Contacting us first is a request, not a condition. Your right to dispute a charge with your card issuer or bank is yours alone, and we will never suspend, restrict or penalise an account for exercising it.

8. Returns and refunds

1. Nothing we sell is physical, so there is nothing to send back and no return shipment to arrange: our return policy is a refund policy, set out in full in the Return & Refund Policy, which forms part of these Terms.
2. You may request a refund of any purchase within 14 days, to the extent it has not been used.
3. Unused credits are refundable for 24 months from the date of purchase, not only within 14 days, pro rata at the effective price you actually paid per credit, for as long as your account is open. This is not discretionary. Beyond 24 months, unused credits remain in your balance and never expire for use, but are no longer eligible for a cash refund.
4. Consumers in the EU and UK additionally have a statutory right of withdrawal.
5. Because nothing recurs, there is no subscription to cancel. Stopping simply means not buying again: no notice, no cancellation form and no retention process.
6. The complete rules, exceptions, timelines and process are set out in the Return & Refund Policy, which forms part of this agreement.

9. Closing your account

1. You may close your account at any time in Settings → Account, or by emailing support@coppermailer.com. There is no fee and no notice period.
2. Before closing, you may request a refund of your unused paid credit balance under the Return & Refund Policy. Credits are not refunded automatically on closure, so ask first.
3. Licences and unlocks are tied to the account. Closing it ends the right to use them, and they are not restored if you open a new account later. If you might return, leave the account open; an idle account costs nothing.
4. Data is handled on closure as set out in clause 12.5.

10. Your responsibilities and acceptable use

1. You must only connect mailboxes that you own or are authorised to administer, and you must have the right to allow us to process the email in them.
2. You must comply with the Acceptable Use Policy at all times. In particular you must not use the Service to send unsolicited bulk or commercial email, to impersonate another person or organisation, or for any unlawful, fraudulent or deceptive purpose.
3. You are responsible for complying with the laws that apply to your own communications, including e-privacy, consumer protection, financial-promotion, medical and advertising rules in the markets you serve.
4. You must not attempt to reverse engineer, decompile, resell, sublicense, or use the Service to build a competing product, nor circumvent usage limits or security controls, nor probe our systems except under the disclosure process on our Security section.

11. AI output and human oversight

1. The Service uses large language models to generate text. AI-generated output can be inaccurate, incomplete or inappropriate. We do not warrant that any generated reply is correct, suitable or fit for a particular purpose.
2. Auto-send is disabled by default for every new topic. Approval mode, escalation rules and topic restrictions are provided so that a human can review output before it is sent.
3. You decide which categories of message may be answered automatically, and you remain solely responsible for every message sent from your mailbox, whether drafted by a human or by the Service.
4. You must not use the Service to generate replies that give regulated legal, medical or financial advice without qualified human review, nor to make automated decisions producing legal or similarly significant effects on an individual within the meaning of Article 22 GDPR.
5. Where required by law, you are responsible for telling your correspondents that AI assistance is used in handling their messages. The Service can add a configurable disclosure line to outgoing mail.

12. Your data and privacy

1. As between you and us, you own all content you submit and all email content processed through the Service (“Customer Data”). We claim no ownership of it.
2. We process Customer Data only to provide, secure, support and improve the Service in accordance with the Privacy Policy and, where the GDPR applies, the Data Processing Addendum, under which you are the controller and we are the processor.
3. We do not sell Customer Data, and we do not use the content of your customers’ emails to train shared or third-party AI models. Model providers we use are contractually bound not to train on data submitted through our API accounts.
4. You may export your data at any time in CSV and JSON format from the admin console.
5. On termination we retain Customer Data for 30 days so you can export it, then delete it from production systems and, within a further 60 days, from backups, unless a longer period is required by law.

13. Intellectual property

1. We and our licensors own all rights in the Service, including software, models, interfaces, documentation, the CopperMailer name, logo and branding. Nothing in these Terms transfers those rights to you.
2. You keep all rights in Customer Data. You grant us a limited, worldwide, non-exclusive, royalty-free licence to host, copy, transmit, display and process Customer Data solely as needed to operate the Service for you and as instructed by you.
3. As between the parties and to the extent permitted by law, output generated for you by the Service is yours to use; you are responsible for checking that its use does not infringe the rights of others.
4. If you send us feedback or suggestions, we may use them without obligation or compensation.

14. Availability, support and changes

1. We aim for 99.9% monthly availability. Commitments, exclusions and the credit compensation available on the Alloy and Foundry licences are set out in the Service Level Agreement.
2. Support channels, target response times and hours are published in the Contact section.
3. Planned maintenance is announced at least 48 hours in advance and normally takes place between 22:00 and 04:00 UTC on Saturdays and Sundays.
4. We continuously improve the Service and may add, modify or remove features. If we permanently remove or materially degrade a feature you bought as an unlock, or that was a stated part of your licence, we will give at least 30 days’ notice and refund what you paid for it, reduced pro rata over 36 months from the date of your purchase.
5. We may discontinue the Service entirely on 90 days’ notice. In that case we refund your unused credit balance in full, and refund licences and unlocks reduced pro rata over 36 months from purchase. This is the trade-off for a perpetual licence sold at a one-time price, and we state it here rather than bury it.

15. Third-party services

1. The Service integrates with third-party platforms (for example Google Workspace, Microsoft 365, Slack, HubSpot, Shopify, Zapier) and relies on third-party infrastructure and model providers listed in Annex B of the Data Processing Addendum.
2. Your use of a third-party platform is governed by that provider’s own terms. We are not responsible for third-party services, their availability, or changes they make to their APIs.
3. You are responsible for maintaining any licences and permissions needed for the third-party platforms you connect.

16. Sanctions and export control

1. You represent that you are not located in, ordinarily resident in, or organised under the laws of a country or territory subject to comprehensive EU, UK, UN or US sanctions, and that you are not listed on any applicable restricted-party or sanctions list, nor owned or controlled by such a party.
2. You must not use the Service in breach of applicable export-control or sanctions laws, or on behalf of any person prohibited by them.
3. We do not rely on your representation alone: every account request is screened against applicable sanctions and watchlists as part of the approval process described on the account request page, before a workspace is opened, and periodically thereafter.
4. We may refuse, suspend or terminate service to comply with sanctions and export-control obligations.

17. Warranties and disclaimers

1. We warrant that we will provide the Service with reasonable skill and care and in a manner materially conforming to the documentation.
2. Except as expressly stated in these Terms and save for rights that cannot be excluded by law, the Service is provided “as is” and “as available”, and we disclaim all other warranties, express or implied, including implied warranties of merchantability, fitness for a particular purpose and non-infringement.
3. We do not warrant that the Service will be uninterrupted or error-free, that AI output will be accurate, or that the Service will achieve any particular commercial result. We make no representation or guarantee about revenue, savings, response quality metrics, conversion rates or headcount reduction.
4. Nothing in this clause limits the statutory rights of consumers described in clause 23.

18. Limitation of liability

1. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for wilful misconduct, or for anything else that cannot lawfully be excluded or limited, including, for consumers, liability under mandatory consumer-protection law.
2. Subject to clause 18.1, neither party is liable for indirect or consequential loss, loss of profit, loss of revenue, loss of anticipated savings, loss of goodwill or loss of business opportunity, however arising.
3. Subject to clause 18.1, our total aggregate liability arising out of or in connection with this agreement in any 12-month period is limited to the total fees you actually paid to us for the Service in the 12 months immediately preceding the event giving rise to the claim.
4. Subject to clause 18.1, we are not liable for loss or damage caused by content sent from your mailbox, by your configuration choices (including enabling auto-send), or by your failure to review AI-generated output before it is sent.
5. You must notify us of any claim within 12 months of becoming aware of the circumstances giving rise to it.

19. Indemnity

If you use the Service as a business, you agree to indemnify and hold us harmless against claims, damages, losses and reasonable costs arising from (a) your breach of these Terms or the Acceptable Use Policy, (b) content sent from mailboxes you connect, (c) your infringement of a third party’s rights, or (d) your breach of laws applicable to your communications. This clause does not apply to consumers.

20. Term and termination

1. This agreement starts when you first accept these Terms and continues until your account is closed under clause 9 or terminated under this clause.
2. You may terminate at any time by closing your account under clause 9. Because nothing recurs, you can also simply stop using the Service and owe nothing.
3. We may suspend or terminate immediately if you materially breach these Terms or the Acceptable Use Policy, if we are required to do so by law or valid legal process, or if your use creates a genuine and immediate security or legal risk to us or to other customers. Where the breach is capable of remedy and does not create an immediate risk, we will give you 14 days’ notice to fix it. We will not terminate you merely because a supplier of ours asks us to, and commercial inconvenience to us is not a ground for termination.
4. If we terminate for a reason other than your breach, we refund your unused credit balance in full, together with licences and unlocks on the pro-rata basis in clause 14.5.
5. If we terminate for your material breach, your unused paid credit balance is still refunded to you. We take away your access, not your money: credits you paid for and never spent are returned to your original payment method. Licences and unlocks are not refunded in that case, and credits granted free of charge are not refundable because nothing was paid for them.
6. Clauses 12.5, 13, 17, 18, 19, 22 and 24 survive termination.

21. Changes to these Terms

1. We may update these Terms to reflect changes in the Service, in our business, or in the law.
2. We will give at least 30 days’ notice of material changes by email and in the application. Non-material changes (typography, clarifications, contact details) take effect on publication.
3. If you do not accept a material change, you may close your account before it takes effect and receive a refund of your unused credit balance in full. Continuing to use the Service after the effective date means you accept the change. A change to these Terms can never trigger a charge, because nothing renews.
4. This is version 1.3. It restates the minimum credit purchase at $0.99 for 10 credits, with every purchase priced a flat 1¢ under the round number; bounds the cash-refund window on unused credits to 24 months of purchase (credits still never expire for use); and adds sanctions and watchlist screening to account approval. None of this takes anything away that a purchase already made relied on. Version 1.2 of 3 August 2026, version 1.1 of 3 August 2026, version 1.0 of 29 July 2026 and every later version are archived and available on request from legal@coppermailer.com.

22. Governing law and disputes

1. These Terms are governed by the laws of the State of Wyoming, United States, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods.
2. For business customers, the state and federal courts located in Sheridan County, Wyoming have exclusive jurisdiction.
3. For consumers, this choice of law does not deprive you of the protection of the mandatory law of your country of habitual residence, and you may bring proceedings in the courts of that country.
4. We would always rather fix a problem than argue about it. Please write to legal@coppermailer.com first; we respond to every complaint within 14 days.
5. There is no mandatory arbitration clause in this agreement, no class-action waiver and no jury-trial waiver. We have not required you to give up any of those, and we do not intend to.
6. If you are a consumer, you may also use any alternative dispute resolution or consumer-mediation body available to you under the law of your country of residence. We will engage with such a body in good faith and bear our own costs of doing so.
7. Nothing in this clause prevents either party from seeking urgent injunctive relief, or from bringing a claim in a small-claims court where one is available.

23. Consumer rights

1. If you use the Service as a consumer (outside your trade, business or profession), you have statutory rights that these Terms do not affect, including any right of withdrawal available to you under the law of your own country. These are described in the Return & Refund Policy.
2. Because the Service is digital content supplied immediately, some jurisdictions allow us to ask you to consent to immediate performance and to acknowledge that the statutory withdrawal right then falls away. We do not ask for that waiver, and we do not rely on it. Our own 14-day refund in clause 8 applies to everything you have not used, for consumers and businesses alike, and it is the only rule you need to remember.
3. We apply the same 14-day refund in clause 8 to sole traders and very small businesses as we do to consumers, without asking which category you fall into.

24. General

1. Entire agreement. These Terms, together with the documents they incorporate, form the entire agreement between us and supersede all prior discussions.
2. Severability. If any provision is held invalid, the rest remains in force.
3. No waiver. Failure to enforce a provision is not a waiver of it.
4. Assignment. You may not assign this agreement without our written consent. We may assign it to an affiliate or in connection with a merger or sale of assets, on notice to you.
5. Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.
6. Notices. We send notices to the email address on your account; you send notices to legal@coppermailer.com or to the postal address in clause 1.
7. Language. These Terms are concluded in English. Translations are provided for convenience; in case of conflict, the English version prevails, except where mandatory consumer law provides otherwise.

25. How to contact us

We do not run a telephone queue. Ask at support@coppermailer.com for a call, with a time that suits you, and we ring you, usually the same day.

26. Acceptable Use Policy

This clause governs what the Service may be used for. Breaching it is grounds for immediate suspension or termination; your unused paid credits are refunded even then, under clause 20.5.

26.1 What the Service is for

CopperMailer exists to answer mail that someone chose to send to you. Everything permitted follows from that, and the product has no list, campaign or broadcast function to do anything else with.

• Replying to inbound customer support, sales, billing and general enquiries sent to mailboxes you control.
• Drafting responses for a human to review, approve or edit.
• Routing, tagging, escalating and analysing inbound email.
• Answering transactional questions grounded in knowledge sources you supply.

26.2 Prohibited sending practices

You must not use CopperMailer to:

• send unsolicited bulk email, spam, cold outreach or marketing campaigns of any kind;
• email addresses obtained by scraping, purchase, rental or exchange, or any address that has not contacted you first or given you a valid, documented consent;
• continue emailing anyone who has unsubscribed, objected or asked you to stop;
• forge, spoof or obscure headers, sender identity, reply-to addresses or message origin;
• evade spam filters, rate limits, blocklists or authentication (SPF, DKIM, DMARC) checks;
• relay mail for a third party, resell sending capacity, or operate the Service on behalf of an undisclosed principal;
• generate volume intended to test, degrade or attack another mail system.

26.3 Prohibited content and conduct

You must not use the Service to create, send, store or process content that:

• is unlawful, defamatory, harassing, threatening, hateful or discriminatory;
• sexually exploits or endangers minors, in any form, ever;
• promotes or facilitates violence, terrorism, self-harm or the trade in weapons;
• is deceptive or fraudulent, including phishing, credential harvesting, invoice fraud, business email compromise, fake support, romance or investment scams, and pretending to be a person or organisation you are not;
• infringes copyright, trade marks, trade secrets, privacy or publicity rights;
• contains malware, ransomware, exploit code or malicious links;
• makes unsubstantiated claims about earnings, health outcomes, guaranteed returns or miracle cures;
• gives regulated legal, medical, tax or financial advice automatically without qualified human review;
• is generated to impersonate a real individual’s voice or identity without their permission.

26.4 Restricted and prohibited uses

We do not permit the Service to be used to support the following activities, whether lawful in your jurisdiction or not. The list also covers every sector our own banks and payment providers prohibit, so that a customer we onboard can never put us outside our acquiring agreements:

• sale or promotion of illegal drugs, controlled substances, unlicensed pharmaceuticals or drug paraphernalia;
• weapons, ammunition, explosives and their components;
• counterfeit goods, pirated media and stolen data;
• unlicensed gambling, lotteries, pyramid or Ponzi schemes, multi-level marketing recruitment and “get rich quick” programmes;
• unlicensed financial services, unregistered securities offerings, binary options, high-yield investment programmes and unlicensed crypto-asset exchange services;
• debt collection using intimidation, misrepresentation of legal status, or contact with third parties about a debtor;
• essay mills, exam impersonation and academic-fraud services;
• adult content services where CopperMailer would handle explicit material;
• surveillance, stalkerware, doxxing, or building profiles on people without their knowledge;
• political campaigning, canvassing or electioneering mail;
• any business that the payment networks or our payment processor classify as prohibited.

Certain regulated sectors (healthcare, insurance, credit and legal services) may use the Service, but only with human approval enabled for all substantive replies, and only where you can demonstrate the necessary licences and a lawful basis for processing. Contact sales@coppermailer.com before onboarding in these sectors.

26.5 Technical restrictions

• Do not attempt to gain unauthorised access to the Service, other tenants’ data, or our infrastructure.
• Do not probe, scan or load-test our systems except under the responsible disclosure process on our Security section.
• Do not reverse engineer, decompile or attempt to extract model weights, prompts or training data.
• Do not use the Service to build a competing product or to benchmark it for publication without our written consent.
• Do not exceed documented API rate limits, share API keys outside your organisation, or automate the interface in a way that degrades service for others.
• Do not attempt to make the model produce content prohibited by clause 26.3 through prompt injection or jailbreaking.

26.6 Your duties when using AI output

• Keep human approval enabled for anything involving money, legal consequences, health, complaints or personal data disclosure.
• Do not present AI-generated statements as verified fact when they concern price, availability, warranty or legal rights, unless the underlying source is authoritative and current.
• Disclose the use of automated assistance where the law of your market requires it. The Service can append a configurable disclosure line.
• Keep your knowledge sources accurate. Most bad answers are stale documentation, not model failure.
• Do not use the Service to make automated decisions with legal or similarly significant effects on individuals (Art. 22 GDPR).

26.7 How we enforce this policy

1. We monitor for abuse signals (bounce and complaint rates, sending patterns, blocklist hits, third-party reports) using automated systems and, where a report needs judgement, human review.
2. Depending on severity we may: contact you and ask for an explanation; require corrective action within a stated time; throttle or restrict features; suspend the account; or terminate it.
3. For serious harm (child sexual abuse material, fraud in progress, phishing, malware, credible threats of violence) we act immediately without prior notice and may report to law enforcement.
4. Where a breach is capable of remedy and creates no immediate risk, we give 14 days’ notice to fix it before terminating.
5. Termination for breach of this policy does not entitle you to a refund of the licence or unlocks you bought. Your unused paid credits are still refunded, as set out in clause 20.4: we take away access, not money you paid for work we never did.
6. You may appeal any enforcement decision by writing to legal@coppermailer.com. An independent reviewer responds within 14 days.

26.8 Reporting abuse

If you have received unwanted, deceptive or abusive email that you believe was generated through CopperMailer, tell us at abuse@coppermailer.com. Please include the full message headers if you can. We acknowledge every report within one business day and investigate every one. You do not need to be a customer to report abuse.

26.9 Changes

We may update this policy as abuse patterns and law evolve. Material changes are notified by email at least 30 days in advance. Changes required to stop active harm take effect immediately.

26.10 Contact

Abuse: abuse@coppermailer.com · Legal: legal@coppermailer.com
JC Establishment LLC, 30 N Gould St, Ste N, Sheridan, WY 82801, United States

27. Service Level Agreement

Credit compensation applies to the Alloy and Foundry licences; the uptime target is the same for everyone.

27.1 Uptime commitment

We commit to a Monthly Uptime Percentage of at least 99.9% for the CopperMailer application, API and reply-generation pipeline. That allows roughly 43 minutes of downtime in a 30-day month.

Foundry customers with a signed order form may contract for 99.95% (about 22 minutes per month) with the credit schedule in clause 27.5 doubled.

27.2 How availability is measured

1. Monthly Uptime Percentage = (total minutes in the calendar month – Unavailable Minutes) ÷ total minutes in the month, expressed as a percentage.
2. A minute is Unavailable if all requests to the application or API during that minute return a 5xx error, time out, or if no reply is generated for queued messages while the queue is non-empty.
3. Measurement is taken from our external monitoring nodes in Frankfurt, Dublin and Virginia, polling every 30 seconds. Two of three nodes must agree before a minute is counted as unavailable.
4. We do not operate a public status page. Availability figures for a disputed month are produced from our monitoring records and sent to you on request, and clause 27.6 does not require you to cite a status page to make a claim.

27.3 Exclusions

Unavailable Minutes do not include downtime caused by:

• announced planned maintenance (at least 48 hours’ notice, normally Saturday or Sunday 22:00 to 04:00 UTC, capped at 4 hours per month);
• emergency security maintenance, announced as early as circumstances allow;
• failure of a third-party platform you connect (Gmail, Microsoft 365, your IMAP host, HubSpot, Shopify), or of your own network or DNS;
• your configuration errors, an exhausted credit balance, revoked OAuth tokens, suspended mailboxes, or exceeding documented rate limits;
• suspension for breach of the Acceptable Use Policy;
• beta, preview or clearly labelled experimental features;
• force majeure: natural disaster, war, civil unrest, government action, internet backbone or upstream provider failure beyond our reasonable control.

27.4 Support response targets

These are targets for a first substantive human response, not resolution times. Business hours are Monday to Friday, 09:00 to 17:00 Mountain Time (17:00 to 01:00 CET), excluding US federal holidays.

We do not offer a 24×7 response target on any licence, and we are not going to pretend otherwise. A total outage pages us automatically whenever it happens, and in practice we start work long before the target above expires, but the number we commit to contractually is the one we can hold every single time, including at three in the morning on a public holiday. If genuine round-the-clock cover is a requirement for you, we are the wrong vendor today and would rather you knew that before you paid us.

27.5 Compensation in credits

Because CopperMailer is sold as one-time purchases rather than a subscription, there is no monthly fee to discount. We compensate downtime in the currency that actually matters here: CopperMailer credits, added to your balance free of charge. The amount is a percentage of the credits you consumed in the affected calendar month.

1. The minimum award applies even if you used few or no credits that month; downtime you could not use is still downtime you paid a licence for.
2. Awarded credits behave like purchased ones in every respect except that, having cost you nothing, they are not refundable for cash.
3. Awards in any month cannot exceed 100% of the credits you consumed that month, or the minimum award, whichever is greater.
4. Credit compensation is your sole and exclusive remedy for failure to meet the uptime commitment. Statutory rights, and the right to a refund under clause 27.6, are unaffected.

27.6 Claiming a credit

1. Email support@coppermailer.com with the subject “SLA credit request” within 30 days of the end of the affected month.
2. Include the dates and times of the incident and, if you have them, request logs or error identifiers. If we already announced the incident by email, quoting that announcement is sufficient evidence on its own and you do not need to prove anything further.
3. We respond within 10 business days. If we agree, the credits appear in your balance immediately and you are told how the figure was calculated.
4. If Monthly Uptime falls below 95% in any two months within a rolling six-month period, you may close your account and receive a refund of your entire unused paid credit balance, plus your licence and unlocks reduced pro rata over 36 months from purchase, in addition to any credits already awarded.

27.7 Incident communication

• Incidents affecting your workspace are emailed to your account notification address within 60 minutes of confirmation, and updated as the picture changes until they are resolved.
• You do not need to subscribe to anything: if it affects you, you get the email.
• For P1 incidents lasting more than one hour, we publish a post-incident review within 5 business days, describing what happened, why, and what we changed.

27.8 Changes

We may update this SLA on 30 days’ notice. Changes that reduce the commitment do not apply to a Foundry order form during its current term.