Markena

Acceptable Use Policy

Last updated: 4 August 2026 · Applies to all users of Markena worldwide.

This policy exists so that one customer's misuse cannot damage deliverability, reputation, availability or cost for everyone else. It forms part of our Terms of Service, and it applies to everything you do with the Service — including what you generate, what you publish, what you send, and what your automations say on your behalf.

S H H P M services co LLC, a limited liability company registered in Dubai, United Arab Emirates under professional trade licence number 1183314, with its registered office at Office 43–44, Bin Darwish Building, Deira, Dubai, United Arab Emirates. We trade as Markena. In these terms "we", "us" and "our" mean S H H P M services co LLC.

This policy is general information about Markena's service and is not legal advice. Mandatory rights under applicable law are not limited by it.

1. The principle

Use Markena to market a real business honestly to people who are willing to hear from you. Almost everything below follows from that sentence.

2. Prohibited content

You must not use the Service to generate, store, publish or send content that:

  • Is unlawful in any jurisdiction you target, or that facilitates unlawful activity.
  • Is defamatory, harassing, threatening, abusive, or intended to intimidate a person or group.
  • Promotes hatred or violence against people on the basis of race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, disability or any other protected characteristic.
  • Is sexually explicit, or that sexualises or exploits minors in any way. There are no exceptions to this and no warning before we act on it.
  • Depicts or promotes self-harm, suicide or eating disorders.
  • Contains malware, exploit code, phishing material, or anything designed to compromise a system or deceive a person into giving up credentials.
  • Infringes copyright, trade marks, design rights, database rights or any other intellectual property right — including passing off Output that reproduces protected material.
  • Discloses another person's private information without a lawful basis.

3. Deceptive and manipulative marketing

You must not use the Service to:

  • Make false or unsubstantiated claims about a product, service, price, availability or result.
  • Generate fake reviews, fake testimonials, fake case studies or fabricated endorsements.
  • Invent statistics, research findings or third-party citations, or present model estimates as measured facts.
  • Impersonate another business, person, brand or public figure, or imply an affiliation, sponsorship or endorsement that does not exist.
  • Create deepfakes or synthetic likenesses of real people without their documented consent.
  • Use urgency, scarcity or countdown mechanics that are untrue.
  • Operate bait-and-switch offers, hidden subscriptions, or checkout flows designed to obscure the true price or the fact that a payment is recurring.
  • Deploy an automation or chatbot that denies being automated when a person asks whether they are talking to a human.

4. Email, messaging and marketing law

You are responsible for the legality of everything you send. In particular:

  • You must have a lawful basis or consent for every recipient. Do not send to purchased, scraped or rented lists.
  • Marketing email to UK recipients must comply with PECR and the UK GDPR; to EEA recipients, with the ePrivacy Directive as implemented locally and the EU GDPR; to US recipients, with the CAN-SPAM Act; and to recipients elsewhere, with whatever applies there.
  • Every marketing message must identify you accurately as the sender and carry a working, one-click, no-login unsubscribe that is honoured immediately.
  • You must process opt-outs promptly and permanently, and keep a suppression list.
  • You must remove hard bounces immediately and stop mailing addresses that have never engaged.
  • SMS and messaging-channel traffic must comply with the rules of the channel and of the recipient's country, including quiet hours and opt-out keywords.
  • You must not send transactional-looking messages that are actually marketing in order to bypass consent requirements.

Sustained sending that produces high complaint or bounce rates threatens deliverability for every customer on the platform, and we will act on it.

5. Platform and technical integrity

You must not:

  • Attempt to gain unauthorised access to the Service, to another customer's data, or to any system or network connected to it.
  • Probe, scan or test the vulnerability of the Service without our prior written permission. Responsible disclosure is welcome — see clause 10.
  • Circumvent or attempt to circumvent authentication, rate limits, Credit limits, plan entitlements or billing.
  • Create multiple accounts to obtain additional free trials or to evade a suspension.
  • Automate, scrape or drive the interface in a way that degrades the Service for others.
  • Reverse engineer, decompile or attempt to extract the source code or prompts of the Service, except where that restriction is prohibited by law.
  • Resell, sublicense or redistribute raw generation capacity as a competing content-generation service. Using the Service to produce marketing for your own clients as an agency is expressly permitted — reselling API access is not.
  • Use the Service to build, train or evaluate a competing AI product.
  • Introduce malware, or use the Service as a staging point for an attack on anyone else.

6. Data protection responsibilities

  • Do not paste personal data into agent prompts — customer records, payment details, health information, government identifiers or special-category data. It is not needed for marketing output.
  • Leads and conversations captured through the Service are personal data about real people, and you are the controller for them. You need your own lawful basis, your own privacy notice, and your own retention decision.
  • You must be able to honour access, correction and deletion requests from those people.
  • You must not use the Service to profile individuals in ways that would be unlawful, or to make decisions about them that produce legal or similarly significant effects.

7. Regulated and restricted sectors

If you market financial services, credit, insurance, health, pharmaceuticals, medical devices, legal services, gambling, alcohol, tobacco, vaping, weapons, cryptoassets, adult services, or anything else subject to sector-specific advertising rules, additional obligations apply to you and you are responsible for meeting them.

In those sectors especially, Output must be reviewed against the applicable regime before publication — including FCA financial promotion rules, MHRA rules, the Gambling Commission's requirements, and the CAP/BCAP Codes. Our agents do not know your regulatory status and cannot check it for you.

You must not use the Service for: multi-level marketing recruitment, pyramid or Ponzi schemes, "get rich quick" programmes, essay-writing or academic-fraud services, illegal drugs, counterfeit goods, stolen data, hacking services, or unlicensed pharmaceuticals.

8. Your automations speak for you

Automation flows, FAQ bots and AI replies act in your name on channels people trust. So:

  • Disclose that a conversation is automated, at the start, once.
  • Always offer a route to a person. Every flow, every branch.
  • Do not configure a bot to make binding commitments, quote unapproved prices, or give regulated advice.
  • Keep FAQ answers current. A bot confidently quoting last year's refund policy is your problem, not the customer's.
  • Honour opt-outs on every channel, immediately.

9. Enforcement

  1. We will normally warn you first and give you a reasonable chance to fix the problem. Most breaches are accidents.
  2. We may remove or disable specific content, restrict a feature, throttle sending, suspend the account, or terminate it — proportionate to what has happened.
  3. We reserve the right not to warn first where the risk or harm is immediate: child sexual abuse material, active phishing or malware, an ongoing attack on our systems, or anything creating a live legal risk.
  4. Where required by law, or where the conduct is seriously unlawful, we will report it to the relevant authority and cooperate with any lawful investigation.
  5. Termination for breach of this policy does not entitle you to a refund for the remainder of the period.
  6. If you believe we have acted wrongly, reply to the notice we sent you and ask for a review. A different person will look at it.

10. Reporting

  • Abuse and misuse of the Service — abuse@markena.co.uk. Include URLs, message headers or screenshots.
  • Security vulnerabilities — security@markena.co.uk. Please tell us before disclosing publicly, and give us a reasonable period to fix it. We do not pursue researchers who act in good faith, stay within scope, and do not access or destroy other people's data.
  • Intellectual property complaints — legal@markena.co.uk, with enough detail to identify the work and the material complained of.

11. Changes

We may update this policy as new abuse patterns appear or the law changes. Material changes are notified to account holders at least 14 days before they take effect, unless a change is needed sooner to address an active harm.

12. Contact

S H H P M services co LLC, Office 43–44, Bin Darwish Building, Deira, Dubai, United Arab Emirates.
Abuse: abuse@markena.co.uk · Security: security@markena.co.uk · Legal: legal@markena.co.uk