Terms and Conditions

Last updated: 30 August 2026

1. For these Terms and Conditions, "we", "us" and "our" mean the operator of the Emaratel TE service, a company established in Dubai, United Arab Emirates, and "you", "your" and "customer" mean the person or entity that creates an account or uses the Service.
2. The "Service" means the Emaratel TE transactional email platform: sending by API and SMTP, delivery tracking and reporting, templates, suppressions, webhooks, team access and the related console, documentation and support. These Terms, together with the plan you select, our Privacy Policy and Disclaimer, form the complete agreement between both parties.
3. This agreement becomes binding when you perform any of the following actions: create an account; make any payment; verify a sending domain; create an API or SMTP credential; submit any email through the Service; or otherwise use any part of it. No signature or company stamp is required, subject to applicable law. Anyone using your account or credentials is understood to be authorised to represent and bind you.
4. Worldwide use. The Service is operated from the United Arab Emirates and may be used by customers anywhere in the world. You are responsible for ensuring that your use of the Service - including the content you send, the consent you hold, and the data you process - complies with the laws that apply to you and to your recipients in their respective countries (including, where applicable, data-protection and anti-spam laws such as the UAE PDPL, GDPR, CAN-SPAM and equivalents). We provide the infrastructure; legal compliance of your sending remains yours.
5. Transactional use only. The Service is for transactional and operational email - messages triggered by a recipient's own action or account relationship, such as receipts, confirmations, verification codes, alerts and service notifications. It is not for unsolicited or cold email of any kind. Every recipient must have a direct relationship with you or have given consent to be contacted.
6. Prohibited use. You must not send content that is unlawful, fraudulent, deceptive or misleading; malware, phishing or credential-harvesting content; content infringing others' rights; or anything that violates UAE law or the laws applicable to you or your recipients. You must honour unsubscribe requests and must not attempt to circumvent suppression lists, quotas, rate limits or platform security.
7. Platform protection. Shared sending infrastructure means one customer's abuse can harm every customer's deliverability. We may set bounce and complaint thresholds, throttle, quarantine or pause traffic that endangers the platform, and require corrective action, in each case with or without prior notice depending on severity. Where reasonable we will notify you and work with you to resolve the issue.
8. Sending domains. You may send only from domains you control, proven by DNS verification, and you are responsible for keeping the required DNS records in place. We may re-check verification at any time.
9. Your account and credentials. You are responsible for everything sent through your account, credentials and team members. Keep secrets confidential, use the provided security features (two-factor authentication, IP restrictions, role-based access), remove team members who should no longer have access, and notify us immediately via the Support page of any suspected compromise.
10. Plans and payment. Paid plans are billed monthly in advance in AED, USD or INR through our payment processors (currently Stripe and Razorpay). Payment details are collected on the processor's own secure pages and never reach our servers. Applicable taxes, including VAT where relevant, are payable in addition unless expressly stated otherwise. You may not make unauthorised deductions, set-offs or chargebacks; a chargeback made while the Service was provided as agreed is a breach of these Terms and grounds for suspension.
11. Quotas and limits. Each plan includes a monthly email allowance and a per-minute rate limit. When an allowance is exhausted, sending pauses until the monthly reset or an upgrade; nothing is silently dropped and your integration receives a clear error. We may also apply technical limits (message size, recipients per message, attachment count) published in the documentation.
12. Plan changes and cancellation. You may change or cancel your plan from the console at any time. Fees already paid are earned and non-refundable once the billing period has commenced, except where required by law. Downgrades and cancellations take effect from the next billing period.
13. Non-payment. If payment fails or remains overdue, we may suspend sending until payment is made. Such suspension does not constitute breach by us. Accounts unpaid for an extended period may be closed and their data deleted in line with our retention policy.
14. Service changes. We continuously improve the Service and may add, change or retire features. We will not materially reduce the core functionality of a paid plan mid-period without notice. Prices may change with at least 30 days' notice, applying from your next billing period.
15. Availability. We aim for continuous availability but the Service is provided "as is" and "as available". Planned maintenance is announced where practical. Email delivery depends on third-party networks, spam filters and receiving mail systems that operate independently of us; we are not responsible for their downtime, policy changes, classification decisions or performance - see the Disclaimer.
16. Your content and data. You retain all rights to the content you send and the recipient data you process. You grant us only the licence needed to transmit, store, display and back up that content as part of operating the Service. For your recipients' personal data you are the controller and we act on your instructions, as described in the Privacy Policy. We do not sell your data and do not use your content for advertising.
17. Our property. The Service - its software, design, documentation, brand and know-how - remains our property. You receive a non-exclusive, non-transferable right to use it while your account is in good standing. You must not copy, resell, reverse-engineer or build a competing service from it, except to the extent the law permits.
18. Suspension and termination by us. We may suspend or terminate accounts that breach these Terms, endanger the platform or other customers, remain unpaid, or expose us to legal risk. Where reasonable we warn first and suspend before terminating. On termination, access ends and data is deleted according to the retention window and the Privacy Policy; you may export your activity data beforehand from the console.
19. Liability. To the maximum extent permitted by applicable law, our total liability arising out of or related to the Service in any 12-month period is limited to the fees you actually paid us for that period, and we are not liable for indirect or consequential loss, loss of profit, loss of opportunity, loss of data, loss of business or reputational damage. Nothing in these Terms excludes liability that cannot legally be excluded, including liability arising from fraud or gross negligence.
20. Indemnity. You will indemnify us against claims, fines and costs arising from the content you send, the recipient data you provide, or your breach of these Terms - including claims by your recipients or regulators concerning consent or lawfulness of your sending.
21. Electronic communication. Instructions, approvals, notices and records communicated through email, the console, or online payment systems constitute written communication and may be relied upon as evidence.
22. Changes to these Terms. We may update these Terms; material changes will be announced by email or in the console at least 14 days before they take effect. Continued use after that date is acceptance. The current version is always at te.emaratel.com/terms.
23. Governing law and disputes. These Terms are governed by the applicable laws of the United Arab Emirates. Both parties must first attempt to resolve any dispute through written communication within fifteen business days. Any unresolved dispute is subject to the exclusive jurisdiction of the competent courts of Dubai, United Arab Emirates. Using the Service from outside the UAE does not change this.
24. General. If any provision is found invalid or unenforceable, the remaining provisions continue in full force. No amendment or waiver is valid unless confirmed by us in writing. You may not assign this agreement without our consent; we may assign it as part of a corporate reorganisation or sale of the Service. In case of inconsistency, plan-specific written agreements take priority over these general Terms.

Questions? Reach us via the Support page.