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Terms of Service

Last updated: April 10, 2026

These Terms of Service ("Terms") constitute a legally binding agreement between you ("you," "your," or "User") and MailFellow ("we," "us," or "our") governing your access to and use of the MailFellow platform at mailfellow.com and any related services (collectively, the "Service"). By creating an account or using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.

1. Service Description

MailFellow is an email collaboration platform that connects your email inbox (Gmail, Microsoft Outlook, or IMAP/SMTP) to messaging platforms (Slack, Discord, Telegram, WhatsApp, Microsoft Teams, Mattermost) for real-time email management. The Service includes email forwarding, reply handling, AI-powered categorization and auto-reply, customer satisfaction (CSAT) surveys, SLA tracking, automated reports, and team collaboration features.

2. Eligibility

You must be at least 16 years of age and have the legal capacity to enter into a binding agreement to use the Service. If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

3. Account Registration and Security

  • You must provide accurate and complete information when creating your account.
  • You are solely responsible for maintaining the confidentiality of your account credentials, including your password, OAuth tokens, and API keys.
  • You must immediately notify us of any unauthorized use of your account.
  • We reserve the right to temporarily lock accounts after repeated failed login attempts for security purposes.
  • You are responsible for all activity that occurs under your account, whether or not authorized by you.

4. Email Access and Authorization

By connecting your email account to the Service, you:

  • Grant MailFellow permission to access, read, and retrieve your incoming emails via the email provider's API or IMAP protocol
  • Grant MailFellow permission to send emails on your behalf when you or your authorized team members compose replies through the connected messaging platform
  • Acknowledge that email content will be forwarded to your selected messaging platform and, if AI features are enabled, processed by third-party AI providers (see our Privacy Policy for details)
  • Represent that you have the authority to grant such access and that doing so does not violate any agreement with your email provider or any applicable law

5. Your Responsibilities as Data Controller

You acknowledge that the emails processed through the Service may contain personal data of third parties (your customers, contacts, business partners). As the data controller for this content:

  • You are responsible for ensuring you have a lawful basis to process your contacts' data through the Service
  • You are responsible for fulfilling any data subject access requests related to your contacts' data
  • If you enable CSAT surveys, you are responsible for ensuring you have the right to send survey emails to your contacts on your behalf
  • You must not use the Service to process special categories of personal data (health, biometric, racial/ethnic data, etc.) unless you have obtained explicit consent from the data subjects

6. AI-Powered Features

The Service offers optional AI-powered features including email categorization, automatic reply suggestions, language detection, and translation. By enabling these features:

  • You acknowledge that email content will be transmitted to third-party AI providers (currently OpenAI and Anthropic) for processing
  • You understand that AI-generated content (auto-replies, categorizations, translations) is provided on an "as-is" basis and may contain errors or inaccuracies
  • You are solely responsible for reviewing and approving any AI-generated replies before they are sent. MailFellow bears no liability for the content, accuracy, tone, or consequences of AI-generated communications
  • You may provide your own API key for AI services, in which case your usage is additionally subject to the respective AI provider's terms of service

7. Acceptable Use

You agree not to use the Service to:

  • Send unsolicited bulk emails, spam, phishing, or any deceptive communications
  • Violate any applicable local, national, or international law or regulation
  • Infringe upon the intellectual property rights of any third party
  • Transmit malware, viruses, or any code of a destructive nature
  • Attempt to gain unauthorized access to the Service, other accounts, or related systems
  • Interfere with or disrupt the Service, including circumventing rate limits, security measures, or access restrictions
  • Use the Service in a manner that could damage, disable, overburden, or impair our infrastructure
  • Reverse engineer, decompile, or disassemble any part of the Service
  • Resell, sublicense, or redistribute the Service without our prior written consent

8. Subscriptions and Billing

8.1 Plans and Pricing

The Service is offered under various subscription plans as described on our pricing page. We reserve the right to modify pricing at any time, with at least 30 days' notice before changes apply to your current billing cycle.

8.2 Free Trial

We may offer a free trial period. At the end of the trial, you must subscribe to a paid plan to continue using the Service. We reserve the right to modify or discontinue trial offers at any time.

8.3 Payment

Subscription fees are billed in advance on a recurring basis (monthly or annually, depending on your selected plan). You authorize us to charge your designated payment method for all applicable fees. All fees are non-refundable except as expressly stated in these Terms or required by applicable law.

8.4 Cancellation

You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing period. No pro-rata refunds are provided for the remaining period. Upon cancellation, your account will be downgraded and access to premium features will be revoked.

9. Intellectual Property

9.1 Our Rights

The Service, including all software, design, text, graphics, interfaces, and underlying technology, is owned by MailFellow and is protected by intellectual property laws. Nothing in these Terms transfers any ownership rights to you.

9.2 Your Content

You retain all ownership rights to the content you process through the Service (emails, attachments, canned responses, routing rules, etc.). By using the Service, you grant us a limited, non-exclusive license to process your content solely to provide and improve the Service.

9.3 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, irrevocable, royalty-free license to use such feedback for any purpose without obligation to you.

10. Service Availability and SLA

10.1 Availability

We strive to maintain high availability of the Service but do not guarantee uninterrupted, error-free, or secure operation. The Service may be temporarily unavailable due to maintenance, updates, or factors beyond our control.

10.2 Email Delivery

We do not guarantee the timely delivery, accuracy, or completeness of email forwarding or sending. Email delivery depends on third-party email providers and messaging platforms, which are outside our control. You acknowledge that delays, failures, or errors in email processing may occur.

10.3 SLA Features

The Service includes SLA tracking and alerting features for your internal use. These features track response times and send notifications based on your configured thresholds. SLA tracking is a convenience feature and does not constitute a service level agreement between you and MailFellow.

10.4 Scheduled Maintenance

We may perform scheduled maintenance with reasonable advance notice when possible. Emergency maintenance required for security or stability may be performed without prior notice.

11. Third-Party Services

The Service integrates with third-party platforms (Google, Microsoft, Slack, Discord, Telegram, WhatsApp, Meta, Microsoft Teams, Mattermost, OpenAI, Anthropic). Your use of these integrations is additionally subject to the respective third-party's terms of service and privacy policy. We are not responsible for the availability, security, or practices of third-party services. If a third-party service modifies its API, terms, or availability, we may need to modify or discontinue the related integration without liability.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

  • THE SERVICE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
  • IN NO EVENT SHALL MAILFELLOW, ITS DIRECTORS, EMPLOYEES, PARTNERS, AGENTS, SUPPLIERS, OR AFFILIATES BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM:
    • YOUR ACCESS TO OR USE OF (OR INABILITY TO ACCESS OR USE) THE SERVICE
    • ANY CONDUCT OR CONTENT OF ANY THIRD PARTY ON THE SERVICE
    • UNAUTHORIZED ACCESS, USE, OR ALTERATION OF YOUR TRANSMISSIONS OR CONTENT
    • ERRORS, INACCURACIES, OR OMISSIONS IN AI-GENERATED CONTENT
    • DELAYS OR FAILURES IN EMAIL DELIVERY OR FORWARDING
    • LOSS OF EMAILS, DATA CORRUPTION, OR INTERRUPTION OF SERVICE
    • ACTIONS TAKEN BY THIRD-PARTY PLATFORMS OR EMAIL PROVIDERS
  • OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS RELATED TO THE SERVICE SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID TO US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR (B) ONE HUNDRED US DOLLARS ($100).

13. Indemnification

You agree to indemnify, defend, and hold harmless MailFellow, its officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or in connection with:

  • Your use of the Service
  • Your violation of these Terms
  • Your violation of any rights of a third party, including intellectual property rights or privacy rights
  • Any content (including emails) processed through the Service by you or on your behalf
  • Your use of AI-generated content
  • Any CSAT surveys sent to your contacts through the Service

14. Termination

14.1 By You

You may delete your account at any time through Settings > Delete Account. Upon deletion, all your data will be permanently removed in accordance with our Privacy Policy.

14.2 By Us

We may suspend or terminate your account immediately, without prior notice or liability, if:

  • You breach any provision of these Terms
  • Your use of the Service poses a security risk to the Service or third parties
  • Your use is potentially fraudulent or illegal
  • Your account has been inactive for an extended period
  • Required by law or a government authority

14.3 Effect of Termination

Upon termination, your right to use the Service ceases immediately. We may delete your data in accordance with our data retention policy. Sections 9, 12, 13, 15, and 16 survive termination.

15. Dispute Resolution

15.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law provisions.

15.2 Informal Resolution

Before filing any formal dispute, you agree to first contact us at legal@mailfellow.com and attempt to resolve the dispute informally within 30 days.

15.3 Jurisdiction

If informal resolution fails, any legal action or proceeding shall be brought exclusively in the state or federal courts located in Delaware, United States. You consent to the personal jurisdiction of such courts.

15.4 Class Action Waiver

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.

16. General Provisions

  • Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and MailFellow regarding the Service.
  • Severability: If any provision of these Terms is held to be unenforceable, the remaining provisions shall continue in full force and effect.
  • Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
  • Assignment: You may not assign or transfer these Terms without our prior written consent. We may assign our rights and obligations without restriction.
  • Force Majeure: We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, power failures, internet disruptions, or third-party service outages.
  • Notices: We may send notices to the email address associated with your account. You are responsible for keeping your email address current.

17. Changes to These Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by posting the updated Terms with a revised "Last updated" date. For significant changes, we will also provide notice via email at least 15 days before the changes take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms. If you do not agree to the updated Terms, you must stop using the Service and delete your account.

18. Contact

For questions about these Terms: