Terms of service

1. Who you are agreeing with

SendHeron is operated by Kohi Solutions Ltd, str. Filip Simidov 1, entr. B, floor 3, apt. 11, Veliko Tarnovo 5000, Bulgaria, EIK 206220247, VAT BG206220247. In these terms "we" and "us" mean that company, and "you" means the person or organisation using the service.

Using SendHeron means you accept these terms. If you are agreeing on behalf of a company, you confirm you are allowed to.

2. What we provide

An email automation platform: contacts and tags, a visual sequence builder, templates, transactional and bulk sending, analytics, and a REST API. We may add, change, or remove features. If we remove something you depend on, we will give you reasonable notice.

3. The free trial

Every new subscription starts with a 7-day free trial. You pick a plan and add a payment card when you register; nothing is charged during the trial, and if you cancel before it ends you are not charged at all. If you do not cancel, the first billing period for the plan you picked starts when the trial ends. The trial runs with 1,000 contacts and 5,000 sends, and the plan's full allowance applies from the day it converts.

4. Your account

You need to be at least 18 and legally able to enter a contract. Give us accurate details when you register and keep them current, because billing and security notices go to the address on the account.

You are responsible for everything done through your account, including by anyone you invite to your workspace. Tell us promptly if you think a password or an API key has been exposed.

Sending to people outside your own organization needs our approval. A new account can send straight away to team members who have confirmed their email address and to addresses on domains it has verified; anyone else becomes reachable once a person at SendHeron has reviewed the account. The account owner asks for that review from the dashboard, after confirming their own email address, with a short note on what you send, to whom and how many. We may grant or refuse the approval, and we may withdraw it.

5. What you agree to

• Send only to people who gave you permission, and follow the anti-spam policy in full. It forms part of these terms.
• Keep your credentials and API keys secret. Activity through your keys is your responsibility.
• Do not use the service to break the law, infringe someone else's rights, or send malware or phishing.
• Do not attempt to circumvent rate limits, scrape the service, or resell access without agreeing that with us first.
• Do not copy, decompile, or reverse engineer the service, or use it to build a competing product.

You are responsible for complying with the law where you and your recipients are, which is not always the law where we are. Marketing consent, in particular, is regulated differently across the EU, the UK, the US and Canada.

6. Your data

Your contacts, templates, sequences, and sending history are yours. We claim no ownership of them and use them only to run the service for you. You can export everything over the API at any time.

How we process personal data is set out in the privacy policy and the GDPR page, and a data processing agreement is available at no cost.

7. What stays ours

The software, the interface, the documentation, the SendHeron name and the heron mark are ours and stay ours. These terms give you a licence to use the service while your account is open, and nothing more.

Feedback is the one exception worth spelling out. If you tell us the product should work differently, we may act on it without owing you anything for it. That is not a claim over anything else you send us.

8. Third parties

Running the service means using other companies, and the providers the product runs on are named on the GDPR page. We choose them carefully and we stay responsible to you for the service, but we do not control them and cannot promise their availability.

Mailbox providers are the case that will affect you most. Whether a message reaches an inbox is decided by the receiving provider, not by us, and no sender can guarantee that outcome.

9. Billing

Subscriptions are billed in advance for the period you choose. Prices are in euros and include Bulgarian VAT where it applies, and invoices itemize it. For business customers with a valid EU VAT number outside Bulgaria the reverse-charge mechanism applies and the displayed price is the net price.

When you reach your tier's contact cap, adding more contacts requires choosing a higher tier. We never move you to a higher price automatically.

You can cancel at any time and keep access until the end of the period you have paid for. We do not refund part-used periods, with two exceptions: where consumer law requires it, and where you object to a new sub-processor under the 30 day notice on the GDPR page and we cannot offer you a workable alternative. In that case we refund the unused portion of what you have paid.

Deleting your account is not the same as cancelling, and the difference is money. A cancellation leaves you with access until the end of the period you have already paid for. A deletion request ends the subscription straight away, the rest of that period is not refunded, and calling the deletion off does not bring the subscription back, so you would subscribe again. If what you want is to stop paying and keep your data until the period runs out, cancel rather than delete.

10. Your right to withdraw, if you are a consumer

If you subscribe as a consumer in the EU, you can withdraw from the contract within 14 days of subscribing, without giving a reason. Tell us by a clear statement before the 14 days run out; an email to [email protected] is enough. You may use the model withdrawal form in Annex I(B) of Directive 2011/83/EU, but you do not have to.

By subscribing you expressly request that the service starts right away rather than after the withdrawal period. If you then withdraw, you pay a proportional amount for the time you had the service and we refund the rest. If your plan starts with a free trial, the paid service only begins when the trial ends, so the proportional amount covers at most the paid days before you withdrew.

11. Availability

We work to keep the service running and we will be straight with you when it is not. We do not offer a contractual uptime guarantee. Planned maintenance is announced in advance where we can.

12. Suspension and termination

We may suspend or close an account that breaches these terms or the anti-spam policy. Where the risk to other senders is immediate, such as a purchased list or an active phishing campaign, we suspend first and explain afterwards. Otherwise we will raise it with you first.

We may also pause or suspend sending that impersonates another business, that we reasonably believe is unsolicited or deceptive, or whose bounce or complaint rates go past the limits described on the anti-spam policy page. If we suspend an account, we may release the sending domains and other resources it holds with our email provider. They are not restored if the suspension is lifted, so its domains would be added and verified again.

Some pauses are operational, and none of them is a breach by either side. We may pause marketing sending when bounce or complaint rates rise to where they threaten deliverability for every customer; the anti-spam policy describes the limits we hold accounts to. Marketing sending also stops when your plan's monthly sending allowance is spent. Transactional mail keeps flowing past a spent allowance up to a fair-use ceiling of 10% over your plan's monthly pool. A marketing pause never touches it, and complaints about transactional mail never pause anything. Transactional sending stops only if the transactional mail itself bounces at a level real addresses never reach, which means the addresses did not come from your own users. We then email everyone on the account, and a person at SendHeron restores sending. To protect deliverability for every customer, we may also queue mail of either kind or spread it out over time, including while a new account warms up after its review, and queued mail goes out later.

You may close your account whenever you like, from Settings, then Security, then Delete account. Export your data first, because the deletion is permanent. Sending stops as soon as you ask; the data goes 14 days later, and you can call it off at any point before that. If you are the owner, the request deletes the whole organization rather than your seat in it, which includes every other member and everything in every workspace. A member deleting their own account leaves the organization running. What we keep afterwards, and the legal reason for keeping it, is on the GDPR page.

13. Liability

Nothing here limits liability that cannot lawfully be limited, including for death, personal injury, or fraud. Subject to that, our total liability to you in any twelve-month period is capped at what you paid us in that period.

We are not liable for indirect or consequential loss, including lost profit or lost business, or for messages that a mailbox provider filters, delays, or refuses to deliver.

14. Claims from other people

If somebody brings a claim against us because of what you sent, who you sent it to, or how you used the service, you agree to cover our reasonable costs in dealing with it, including legal fees. This applies to the content you send and to the permission you had to send it.

It does not apply where the claim is our fault, and we will tell you about any such claim promptly and let you take part in the defence rather than settling over your head.

15. Changes to these terms

We may update these terms. For material changes we will give account holders notice by email before they take effect. Continuing to use the service after that means you accept the new version.

16. Disputes and governing law

If something goes wrong, email us first. Most disputes are a misunderstanding and we would rather spend thirty days sorting it out directly than spend longer and more money not sorting it out.

If that does not work, these terms are governed by Bulgarian law and the courts of Bulgaria have jurisdiction. If you are a consumer, this does not remove protections you have under the law of the country you live in, or your right to bring a claim there.

If you are a consumer, you can also take a dispute to alternative dispute resolution instead of court. The body competent for us is the General Conciliation Commission at the Bulgarian Commission for Consumer Protection (Обща помирителна комисия към Комисията за защита на потребителите), 1 Vrabcha Street, 1000 Sofia, Bulgaria, kzp.bg. The procedure is free of charge and its decisions are not binding on you. The EU's online dispute resolution platform was discontinued in July 2025, which is why there is no ODR link here.

17. General

• These terms, the anti-spam policy and the privacy policy are the whole agreement between us about the service.
• If a court finds one part unenforceable, the rest stays in force.
• Not enforcing something once does not mean we have given up the right to enforce it later.
• You may not transfer this agreement without asking us. We may transfer it if the business is sold or reorganised, and we will tell you if that happens.
• Neither side is liable for a failure caused by something genuinely outside its control, such as a war, a natural disaster, or a large-scale network or provider outage.
• We communicate electronically, and notices we send by email or show in the product count as being in writing.

18. Contact

[email protected], Kohi Solutions Ltd, str. Filip Simidov 1, entr. B, floor 3, apt. 11, Veliko Tarnovo 5000, Bulgaria.