Terms of Use

Effective August 18, 2026.

These terms govern your use of Pombo, a lifecycle marketing platform operated by Pombo LLC (“Pombo”, “we”, “us”). By creating an account or using the service, you agree to them. If you are agreeing on behalf of an organization, you confirm you have authority to bind it.

The service

Pombo lets you build automated email journeys that react to events from your own systems: segmentation, multi-step sequences, templates, delivery, and analytics, with AI assistance for content and audience building. It is provided as a hosted service.

Accounts

You are responsible for:

  • The security of your credentials and API keys, and all activity under your account.
  • The accuracy of the information you give us.
  • Everything you send through the platform, including content generated with AI assistance.
  • Complying with the laws that apply to you and to your recipients.

You must be at least 16 and not barred from using the service under applicable law.

Sending policy

This is the part that matters most, and we enforce it in the product rather than only stating it here.

Permission is required

You may only email people who have a direct relationship with your organization and a reasonable expectation of hearing from you — customers, members, donors, subscribers, or registered users. When you sign up you confirm this, and we record that confirmation.

You may not send to lists that were:

  • Purchased, rented, or otherwise acquired from a third party
  • Scraped, harvested, or compiled from public sources
  • Appended or enriched by matching against an external database
  • Collected for an unrelated purpose without notice that you would email them

Review before sending

New accounts start on a waitlist. You can build sequences, import contacts, design templates, and verify your domain immediately, but the platform will not send on your behalf until we have reviewed and approved your account. We may decline, and we may revoke approval later.

Verified domains and sending limits

You may only send from a domain you have verified with DKIM in your own DNS. We do not offer a shared or generic sending domain. New accounts also start with a conservative daily sending limit, which we raise as an account establishes a delivery record.

Unsubscribes and suppression

Every marketing message carries a working unsubscribe link and one-click unsubscribe headers. Unsubscribes, hard bounces, and spam complaints suppress an address permanently and automatically. You may not circumvent suppression — by re-importing a suppressed address, moving it to another account, or exporting it to send elsewhere.

Prohibited content

You may not use Pombo to send:

  • Unsolicited bulk email, or anything violating CAN-SPAM, GDPR, CASL, or equivalent law
  • Content that misrepresents the sender, the subject line, or the purpose of the message
  • Malware, phishing, credential harvesting, or fraudulent payment requests
  • Harassment, hate speech, incitement to violence, or content sexualizing minors
  • Content promoting deceptive financial schemes, or making unsubstantiated health claims

You also may not resell or white-label the service without our written agreement.

Responsible AI use

Pombo uses AI to draft content, compose audience segments from a description, and generate images. These features assist you; they do not take responsibility from you.

You review before it sends

You are accountable for every message that leaves your account, whether a person or a model wrote it. AI output can be confidently wrong: it can invent facts, figures, offers, and dates. Review AI-generated content before sending it, with particular care for claims about pricing, availability, medical or financial matters, and anything a recipient might act on.

What you may not generate

  • Content impersonating a real person or organization, or implying an endorsement that does not exist
  • Synthetic imagery presented as a genuine photograph of a real event, person, or result
  • Fabricated testimonials, reviews, statistics, or credentials
  • Content designed to evade spam filtering, or to disguise the commercial nature of a message

Your data and models

We do not train models on your data, and we do not permit our providers to. We do not send your contact lists to AI models to generate content; segment building operates on field names and filter structure rather than your recipients’ personal data. What is sent to providers is described in our Privacy Policy.

No guarantee

AI features are provided as is. We do not warrant that generated content is accurate, original, non-infringing, or fit for your purpose, and model providers may change behavior or availability without notice.

Suspension and termination

We may suspend or terminate an account that breaches these terms, and we may act immediately and without notice where sending threatens our deliverability, our other customers, or recipients — for example a spike in spam complaints or hard bounces, or evidence of a non-permission-based list.

You may close your account at any time. On closure we delete your data as described in the Privacy Policy, except suppression records, which we keep so that people who opted out stay opted out.

Your data

Your contacts and content remain yours. We process them on your instructions to provide the service, and we do not use them for our own purposes or sell them. You can export your data at any time. Where the GDPR applies, these terms and our Privacy Policy form our data-processing agreement; contact us if you need a separate signed DPA.

Fees

Paid plans are billed in advance for the period shown at checkout. Fees are non-refundable except where required by law. We will give at least 30 days’ notice before a price change takes effect for an existing account.

Intellectual property

We own the platform, its software, and its branding. You own your content. You grant us the limited licence needed to host, process, and deliver that content on your behalf.

Disclaimers and liability

The service is provided “as is” without warranties of any kind. We do not guarantee uninterrupted availability, nor that any message will reach an inbox — deliverability depends on mailbox providers and on your own sending practices.

To the fullest extent permitted by law, we are not liable for indirect, incidental, or consequential damages, or for lost profits, revenue, or data. Our total liability for any claim is limited to the fees you paid us in the twelve months before it arose. Nothing here excludes liability that cannot lawfully be excluded.

Indemnity

You agree to indemnify us against claims arising from your content, your sending, or your breach of these terms — including claims by your recipients or by a regulator.

Changes

We may update these terms. For material changes we will notify account holders by email at least 30 days before they take effect. Continuing to use the service after that constitutes acceptance.

Governing law

These terms are governed by the laws of the State of North Carolina, United States, without regard to its conflict of laws rules.

Contact

Pombo LLC — questions about these terms: [email protected].