Hi @morganicaromas,
I’m sorry to hear you had problems with your subscription and received spam complaints from your subscribers.
As we mention in our Anti-Spam policy article, it takes an unusual number of hard bounces and spam complaints from the same sending or from a certain period of time for us to consider it a problem. The industry standard for an acceptable complaint rate is 0.1% and anything over that is considered high. This said, we would not pause the sending for your account because of 0.01% only.
Also, please note spam complaints are different from unsubscribed subscribers and invalid email addresses. If you’d like to understand how a spam complaint is generated and what it means, we have a great article here.
When we receive spam complaints from your subscribers, it doesn’t mean you’re sending spam emails to your list, but if some subscribers are manually flagging your newsletters as “Spam”, there’s something wrong somewhere. That’s when we pause the sending for you and try to work together to find what is causing it and how to fix it.
Any compliance issues and an unusual high rate of spam complaints may trigger a sending suspension and usage review, and if they are not addressed – may require service cancellation.
As outlined in our Refund Policy, we can and do offer refunds. In your case, however, your subscription was for a sending plan, which we only provide refunds for in exceptional cases. Since you have already activated our service and sent emails through our servers, a refund does not apply.
