Terms of Service
The agreement between you and Vaakio for use of the Vaakio website and application.
Last updated 21 September 2026
1. Agreement
By creating an account or using Vaakio (the "Service"), you agree to these terms and to our Privacy Policy. If you use Vaakio for an organisation, you confirm you have authority to bind it. If you do not agree, do not use the Service.
2. The Service
Vaakio provides email marketing, forms, automation, and analytics tools. Every plan includes every feature; plans differ only by volume (contacts or sends) and a small number of enterprise infrastructure options. We may improve, change, or discontinue features, and will give reasonable notice of changes that materially reduce functionality you pay for.
3. Your account
- You must provide accurate information and keep your credentials secure.
- You are responsible for all activity under your account, including that of users you invite.
- Tell us promptly at support@vaakio.com if you suspect unauthorised access.
- You must be at least 18 and able to form a binding contract, and you must not be located in, or owned by anyone in, a country or on a list subject to applicable sanctions or export restrictions.
- One free account or trial per business. Do not create multiple accounts to get around limits or a suspension.
4. Acceptable use
You must comply with all laws that apply to your sending, including CAN-SPAM, CASL, GDPR, and ePrivacy rules. See our Anti-Spam Policy. You must not:
- send to anyone who has not given you permission, or use purchased, rented, scraped, or harvested lists;
- use deceptive headers, subject lines, or sender identities, or hide who you are;
- send unlawful, infringing, fraudulent, phishing, malware, or otherwise harmful content;
- send content relating to illegal goods or services, or content that is hateful, sexually explicit, or exploits minors;
- upload special-category personal data (such as health data) or government identifiers without our written agreement;
- promote pyramid schemes, get-rich-quick offers, unlicensed pharmaceuticals, or misleading claims, or use images and content you have no right to use;
- upload and delete contacts to get around subscriber or contact limits, or use the Service as a list-cleaning tool for lists you have not permission to email;
- disrupt, probe, reverse-engineer, or gain unauthorised access to the Service, or resell it without our consent.
5. Enforcement and suspension
To protect deliverability for all customers we monitor bounce, spam-complaint, and unsubscribe rates. If your rates are excessive, or we reasonably believe you have breached Section 4, we may throttle, pause sending, remove content, or suspend or terminate your account, with notice where practical. In urgent cases (for example, active abuse or a security threat) we may act first and notify you afterwards. Fees for a suspended or terminated account are not refunded where the cause was your breach.
As a guide, a hard-bounce rate above 2% on a campaign, or a spam-complaint rate above 0.1%, suggests a list that was purchased, scraped, or not maintained. We may stop the campaign and ask for evidence of permission before you can send again.
6. Billing
Paid plans are billed monthly or annually in advance, and usage above your plan may be billed as described on the pricing page. Fees are non-refundable except under our published 30-day refund promise, and exclude taxes, which you are responsible for. We will give notice of price changes before they take effect. You can cancel at any time; access continues until the end of the paid period. If you believe a charge is wrong, tell us promptly and no later than 60 days after it appears so we can investigate. We may also close accounts that stay inactive for a long period, after notice to the account email.
7. Your content and data
You keep ownership of your campaigns, contacts, and other content ("Customer Content"). You grant Vaakio a limited licence to host, process, and deliver it to provide the Service. You are responsible for the legality of Customer Content and for having the consent and lawful basis to email your recipients.
For personal data in your subscriber lists, you are the controller and we are your processor; our Data Processing Addendum applies and forms part of these terms.
8. API, integrations, and AI features
- API. Keep API keys secret and use the API within published rate limits. We may throttle or suspend access that is excessive, scrapes data, or threatens the Service.
- Third-party services. If you connect a third-party service, you are responsible for complying with its terms. We are not responsible for third-party services, and may change or stop an integration when needed.
- AI features. AI-generated suggestions and content may be inaccurate, incomplete, or similar to output given to others. You are responsible for reviewing anything before you send or publish it, and for its legality. AI features may use third-party model providers to process your inputs to generate outputs.
9. Monitoring and content review
We may review sending patterns, and where needed review campaign content, lists' metadata, and reports, to detect abuse, enforce these terms, and protect deliverability and the platform. We do not sell or publish your Customer Content.
10. Our intellectual property
Vaakio, its software, design, and trademarks belong to us or our licensors. These terms give you a limited, non-exclusive, non-transferable right to use the Service during your subscription. Feedback you give us may be used without obligation to you.
11. Availability and support
We aim for high availability but the Service is provided "as is" and "as available" without warranty of uninterrupted or error-free operation. Planned maintenance and events outside our control may cause downtime. Enterprise plans may include a separate written SLA.
12. Disclaimers
To the extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement. We do not guarantee that your emails will be delivered, opened, or produce any particular result; inbox placement depends on mailbox providers and your own practices.
13. Indemnity
You will defend and indemnify Vaakio against third-party claims, losses, and reasonable costs arising from Customer Content, your sending practices, or your breach of these terms or applicable law.
14. Liability
To the extent permitted by law, Vaakio's total liability under these terms is limited to the fees you paid in the 12 months before the claim, and we are not liable for indirect, incidental, special, or consequential losses, or lost profits or data. Nothing here limits liability that cannot be limited by law, such as for fraud or death or personal injury caused by negligence.
15. Term and termination
These terms apply until terminated. You may close your account at any time from account settings. We may terminate for material breach or as described in Section 5. On termination your right to use the Service ends, and we handle your data as described in our Privacy Policy; export what you need beforehand.
16. Changes
We may update these terms and will post the new version here with a new date. For material changes we will notify account holders by email before they take effect. Continued use after that means you accept the changes.
17. Governing law
These terms are governed by the laws of [JURISDICTION], without regard to conflict-of-law rules, and disputes will be resolved in the courts of that jurisdiction, unless applicable consumer-protection law gives you the right to bring a claim elsewhere.
18. General
These terms, with the Privacy Policy and the DPA, are the entire agreement between us on their subject. If a provision is unenforceable the rest remains in effect. Failure to enforce a right is not a waiver. You may not assign these terms without our consent; we may assign them in a merger or sale of the business. Neither party is liable for failure caused by events beyond its reasonable control.
19. Contact
Questions about these terms: legal@vaakio.com.