Disclaimer
This Disclaimer applies to the Sendora website, documentation, marketing material and platform, supplied by Caresoft Systems Private Limited. Read it with the Acceptable Use & Anti-Spam Policy, Terms of Use and Privacy Policy. Where this and the Terms address the same subject, the Terms prevail; on what may be sent and to whom, the Acceptable Use Policy prevails over both.
WE DO NOT GUARANTEE THAT ANY MESSAGE WILL BE DELIVERED, REACH AN INBOX, OR BE READ.
Sendora transmits. What happens after that is decided by the recipient's mail server, their spam filter, your domain reputation, your content and your list quality — none of which we control, and none of which any platform controls, whatever its marketing says.
1. General information only
Content on our website, documentation and proposals is general information about Sendora. We take reasonable care to keep it accurate but make no representation as to completeness, currency or suitability for your circumstances. Features, provider integrations and pricing change. Screenshots use illustrative data.
2. We are a tool, not the sender
The messages are yours. Your list, your content, your decision to send, your name in the From field.
Caresoft does not select recipients, does not write content, does not verify your claims, and is not the sender of record for legal purposes. You are.
Where a recipient, a regulator or a provider objects to a campaign, the objection is to you. We will act on it — suppress, suspend, require evidence — but we cannot answer for a list we did not build.
3. Delivery and inbox placement
Whether a message arrives, and where it lands, depends on:
- the recipient's mail server and its filtering rules;
- your sending domain's reputation, built over time by your own behaviour;
- your content — words, links, image-to-text ratio, formatting;
- your list quality, and how many previous recipients complained;
- authentication (SPF, DKIM, DMARC) being correctly configured;
- provider-side decisions taken without notice to anyone.
No provider can promise inbox placement. Any vendor that does is either misunderstanding how email works or hoping you do. We would rather tell you that before you buy.
4. What "sent" means in a report
"Sent: 10,000" means we transmitted 10,000 messages.
It does not mean 10,000 were accepted, 10,000 reached an inbox rather than a spam folder, or that anyone read one.
"Delivered" means the receiving server accepted the message. A server can accept a message and then file it in spam, and it does not tell us which. No platform can see inside someone else's spam folder.
5. Open and click metrics
Open rates are approximate and have become substantially less reliable in recent years.
| Distortion | Effect |
|---|---|
| Privacy proxies pre-fetching images | Opens recorded that nobody made — inflates the number |
| Image blocking by default in many clients | Opens that happened are never recorded — deflates it |
| Plain-text reading | No tracking pixel loads at all |
| Security scanners following links | Clicks recorded that no human made |
| Forwarded messages | Attributed to the original recipient |
Treat open and click rates as directional indicators for comparing your own campaigns, not as measurements, and never as a basis for a claim to anyone else. Tracking can be disabled per campaign or per account.
6. Reputation is yours
Sender reputation attaches to your domain and your sending behaviour, and we cannot repair it.
One campaign to a poor list can damage a domain's standing for months — and it affects the ordinary business email sent from that domain, not just marketing.
- Reputation is built slowly and lost quickly. There is no reset, no appeal and no service that fixes it fast.
- Warm up new domains gradually. Going from zero to high volume in a day is the signature of a compromised account, and filters read it that way.
- We enforce warm-up on new accounts and domains. This is not an inconvenience we can waive on request — it protects the outcome you are paying for.
7. Upstream providers
Messages transmit through third parties operating under their own terms. They may throttle, block, suspend or refuse at their discretion, and may change policies, pricing, categories and thresholds without notice to us.
We have no advance notice of provider changes and no ability to appeal their decisions on your behalf. When a provider tightens a rule, we find out when you do.
8. WhatsApp bans
A WhatsApp Business number banned by Meta is usually not recoverable.
Not by us, not by an agency, not by appeal. If a channel your business depends on runs through that number, losing it is a serious event — and it can happen within days of a single badly-targeted campaign.
- Meta scores quality from recipient behaviour. Blocks and "report business" taps lower it.
- Low quality means messaging limits, then restriction, then a ban.
- Prior opt-in is Meta's requirement, and a number from a directory or a business card is not opt-in.
- Template approval and withdrawal are Meta's decisions, taken without reference to us.
- Conversation charges are Meta's, are billed when a conversation opens, and are not refundable — including where the message is never read.
9. Automatic pausing
The Platform will pause a live campaign mid-send where bounce or complaint thresholds are crossed. This is deliberate. A campaign that is generating complaints is doing damage with every additional message, and stopping it is the only useful response.
Pausing is not a fault, and a paused campaign is not a service failure. Messages not sent during a pause are not charged where charging is per message.
10. Address validation
The Platform validates format and flags addresses that look invalid. It cannot confirm that an address exists, is monitored, or belongs to the person you think. No validation service can, short of sending.
Acting on validation flags is your responsibility. The Platform will not refuse a send merely because the list looks poor — until a threshold is crossed, at which point it stops (§9).
11. Mail merge
Merge fields populate from your data, exactly as it is. Test every campaign on yourself before sending.
A missing value produces a blank or a raw placeholder. Ten thousand emails beginning "Dear {FirstName}" is a data problem, not a platform fault, and it is not refundable.
Check for stray characters, inconsistent capitalisation, and fields that are empty for part of the list. The Platform shows a preview against real rows — use it on more than the first row.
12. We do not check your compliance
The absence of a block is not approval.
Automated screening looks for prohibited categories and known malicious links. It is a safety net for the platform, not a compliance review of your campaign, and it does not check consent, accuracy, claims, or the law that applies to your sector or your recipients' country.
A campaign that sends successfully has not been approved by us, cleared by us, or checked against anything beyond the automated screen.
13. No legal or marketing advice
Nothing on the Platform, in our documentation, or from our support team constitutes legal, regulatory, compliance or marketing advice. We cannot advise on whether your list is lawful, whether your consent is adequate, whether DLT registration applies to you, or whether your content complies with sector rules.
We will tell you whether something breaches our Acceptable Use Policy — ask at [[email protected]] before you send, and we would rather you did. But our policy and the law are different things, and clearing one does not clear the other.
14. Performance and ROI claims
Any figures about open rates, click rates, conversion, leads generated, cost per acquisition or return on investment are illustrative estimates dependent on your list, your offer, your content and your market. They are not commitments, not forecasts, and are not relied upon by either party in entering any agreement.
Industry benchmarks quoted anywhere in our material are third-party figures for context only.
15. Templates and sample content
Templates and sample copy we supply are starting points. They are not legally reviewed, not compliant with any particular sector's rules by default, and not guaranteed to render identically in every mail client.
Rendering varies significantly between clients and versions. Test before you send, particularly if your audience uses older desktop clients.
16. Availability
The Platform is provided on an "as available" basis. Unless a written SLA applies, we give no uptime commitment and no service credits. Scheduled campaigns may be delayed by maintenance, provider issues or queue conditions — do not schedule a time-critical campaign with no margin.
17. Security representations
We maintain the measures described in the Privacy Policy §15 and the DPA, but no system is completely secure and we do not warrant freedom from vulnerabilities or unauthorised access. Your account security, user hygiene and API keys are your responsibility — and a compromised sending account is exploited for phishing within minutes.
18. Third parties and links
Third-party names and marks — providers, mail clients, messaging platforms — belong to their owners and are used for identification and interoperability only. Their appearance does not imply partnership, sponsorship, endorsement or certification. Links to third-party sites are provided for convenience and do not imply endorsement.
19. Disclaimer of warranties
EXCEPT AS EXPRESSLY STATED IN THE TERMS OF USE, THE PLATFORM AND ALL CONTENT ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND, EXPRESS, IMPLIED OR STATUTORY, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, ACCURACY AND NON-INFRINGEMENT.
WE DO NOT WARRANT THAT ANY MESSAGE WILL BE DELIVERED, ACCEPTED, PLACED IN AN INBOX, OR READ; THAT ANY OPEN, CLICK OR ENGAGEMENT METRIC IS ACCURATE; THAT ANY ADDRESS IS VALID; THAT ANY UPSTREAM PROVIDER WILL ACCEPT OR CONTINUE TO ACCEPT YOUR MESSAGES; THAT ANY WHATSAPP NUMBER OR TEMPLATE WILL REMAIN APPROVED; THAT YOUR SENDER REPUTATION WILL BE MAINTAINED; THAT ANY COMMERCIAL OUTCOME WILL RESULT; OR THAT THE PLATFORM WILL BE UNINTERRUPTED OR ERROR-FREE.
20. Limitation of liability
OUR LIABILITY IS LIMITED AS SET OUT IN TERMS OF USE §23, INCLUDING THE EXCLUSION OF INDIRECT AND CONSEQUENTIAL LOSS AND THE CAP AT FEES PAID IN THE PRECEDING [TWELVE (12)] MONTHS.
IN PARTICULAR WE ARE NOT LIABLE FOR: NON-DELIVERY OR SPAM-FOLDER PLACEMENT; THE ACCURACY OF ANY METRIC; ANY ACT, OMISSION, OUTAGE OR POLICY DECISION OF AN UPSTREAM PROVIDER; THE SUSPENSION OR BAN OF YOUR WHATSAPP NUMBER OR SENDING DOMAIN; DAMAGE TO YOUR SENDER OR DOMAIN REPUTATION; A CAMPAIGN PAUSED BY A THRESHOLD BREACH; ERRORS IN YOUR OWN DATA OR MERGE FIELDS; ANY REGULATORY ACTION ARISING FROM YOUR CAMPAIGNS; OR ANY COMMERCIAL OUTCOME.
Nothing here limits liability for fraud, death or personal injury caused by negligence, or any liability that cannot lawfully be limited.
21. Governing law and contact
Governed by the laws of India and subject to the dispute resolution provisions in Terms of Use §26.
Caresoft Systems Private Limited, 311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107, CIN [U72900MH2022PTC387875]
Legal: [email protected] | Support: [email protected]
Abuse reports: [email protected] — acknowledged within 24 hours
Grievance Officer: Rajeev Pillai, [email protected] — acknowledgement within 24 hours, resolution within 15 days