Last updated 26 October 2026.
1. The rule
You may send mail through Teneo only to people who have asked for it, or who have a relationship with you that makes the message expected: your customers, your employees, the subscribers who signed up to your list, the users of your service. Everything else is cold email, and we do not carry cold email, at any volume.
This is not a matter of degree, and a clever unsubscribe link does not change it. Anti-spam and privacy law in the countries we send to generally requires the recipient's prior consent for commercial e-mail, and we apply one rule to every customer, wherever the recipients live.
2. What we do not carry
- Cold email. Outreach, prospecting and lead-generation mail to people who did not ask for it, business addresses included.
- Bought, rented, scraped or harvested lists, and lists you built by appending addresses to contacts who never agreed to hear from you.
- Mail with a hidden sender. Forged or misleading From, Reply-To or headers, domains you do not control, subject lines that mislead.
- Phishing, malware and fraud, and anything else that is illegal in Belgium or in the country of the recipient.
- Mail to people who opted out, or whose address was removed after a permanent bounce or a complaint.
3. What we ask of every sender
- Send from a domain you control, with SPF and DKIM aligned to it and a DMARC policy.
- Put a working unsubscribe in marketing mail and honour it promptly.
- Remove addresses that bounce permanently and recipients who complain. The console shows both.
- Be able to show how and when a recipient consented. We may ask you for it.
4. How we notice
We watch deferrals, bounces, complaint reports and the reputation data the large mailbox providers publish about our IPs, while the mail leaves. A dedicated IP makes your traffic the only thing on it, so a problem is traceable to you and to nobody else. When your numbers move, a person looks at the mail.
5. When something goes wrong
A person at Teneo contacts you first, tells you what we see and asks for the consent behind the mail. Nothing is suspended automatically. If a stream is hurting deliverability for other customers, we can pause it at once, and we tell you why. If it turns out the mail was unsolicited, we stop it. If it happens again or looks deliberate, we end the account. We answer abuse reports from mailbox providers and authorities, and we cooperate with them as the law and their process require.
6. Not sure whether your mail qualifies?
Ask before you sign up. Describe the mail and who receives it through the contact form and a person answers. To report abuse from our network, use the same form and say so in the first line.
7. Changes
We change this page when the rules or the law change. The date at the top shows when.