Terms of Service

These Terms govern the purchase, installation and use of MailCalm. By purchasing, activating, installing or using MailCalm, you agree to these Terms.

MailCalm is operated by Ellis Slater, trading as MailCalm.

Business address:
51 High Beeches, Orpington, BR6 6EE, United Kingdom

Legal and general enquiries: hello@mailcalm.co

Product support: support@mailcalm.co

MailCalm is supplied for business and professional use only.

By purchasing or using MailCalm, you confirm that you are acting in the course of a business, trade or profession and not as a private consumer.

The person accepting these Terms confirms that they have authority to bind the business or organisation on whose behalf MailCalm is purchased or used.

MailCalm is a locally operated email-routing application designed for Microsoft Outlook shared mailboxes.

It applies customer-configured rules including round robin allocation, Sticky ownership, Special rules, availability, exclusions, working schedules and other routing options supported by the current version of the software.

MailCalm is not an artificial intelligence service. It operates according to deterministic rules and settings chosen by the customer.

MailCalm does not replace Outlook, Microsoft 365, a helpdesk, ticketing system, legal record-keeping system or business continuity plan.

Subject to payment of the applicable subscription charges, MailCalm grants the customer a limited, non-exclusive, non-transferable and revocable licence to install and use MailCalm for its internal business operations.

The licence may only be used by the purchasing business and for the shared mailbox or business environment configured for that customer, unless MailCalm agrees otherwise in writing.

The customer may install MailCalm on another Mac used by the same purchasing business, for example when replacing a computer or preparing a backup setup. The second Mac should be configured as a fresh setup using the same licence key.

For email safety, only one Mac may actively route the same shared inbox at a time. MailCalm may prevent routing if the same shared inbox is already being actively routed on another Mac.

Licence keys must be kept secure and must not be published, shared, sold, sublicensed or supplied to another organisation.

MailCalm may periodically validate the licence through its hosted licence service.

Each subscription plan includes a maximum number of people who may be Active or Available for routing at the same time.

Customers may add additional people to MailCalm, but people set to Off do not count towards the active routing-person limit.

If the permitted limit is exceeded, MailCalm may prevent routing, require the customer to reduce the number of active routing people or require an upgrade to another plan.

Current plan limits and prices are shown on the MailCalm website or agreed separately in writing.

MailCalm is supplied as a recurring subscription unless a different arrangement has been agreed in writing.

Subscription charges, billing frequency and applicable plan limits are displayed before checkout. Payments are processed by Stripe.

Unless stated otherwise, subscriptions renew automatically at the end of each billing period until cancelled.

The customer authorises Stripe to charge the selected payment method for recurring subscription charges, taxes and any other charges expressly agreed by the customer.

Prices may be changed for future billing periods. Where reasonably practicable, MailCalm will provide advance notice of a material price change. Continuing the subscription after the change takes effect constitutes acceptance of the new price.

Promotional prices, founding-customer offers and discount codes are subject to the conditions displayed with the offer.

Offers may be limited by customer, subscription, plan, redemption count, availability or time period.

Unless the offer expressly states otherwise, it cannot be combined with another promotion, exchanged for cash or transferred to another customer.

Where an offer applies while a subscription remains continuously active, cancellation or expiry of that subscription may permanently end eligibility for the promotional price.

Following successful payment, the customer will normally receive a licence key and setup information by email.

The customer is responsible for supplying a correct email address, completing installation, configuring Microsoft permissions and following the setup documentation.

MailCalm requires compatible Apple hardware, macOS, internet access, an eligible Microsoft 365 environment and appropriate permission to access the relevant shared mailbox.

Compatibility may be affected by changes made by Apple, Microsoft or other third-party providers.

The customer is responsible for:

• Ensuring it has authority to connect and process the shared mailbox
• Obtaining any notices, permissions or lawful bases required for its handling of personal data
• Configuring and testing routing rules before using Live mode
• Reviewing routing results and maintaining appropriate management oversight
• Keeping Microsoft accounts, Macs, licence keys and login credentials secure
• Not copying Microsoft authentication files, token caches, hidden app folders, runtime files, logs, router lock identifiers or activity history between Macs
• Maintaining suitable backups, security controls and business continuity arrangements
• Ensuring that team information, schedules, exclusions, rules and forwarding destinations remain accurate
• Promptly reporting suspected security issues, licence misuse or material faults

Customers should use Test mode and harmless test emails before enabling Live mode or making significant routing changes.

MailCalm accesses Microsoft services only after the customer completes the required Microsoft authorisation process.

The customer confirms that it has authority to grant that access and to instruct MailCalm to inspect, allocate, forward, move or otherwise process messages according to its configuration.

MailCalm is not responsible for restrictions, outages, permission changes, account suspensions or service changes imposed by Microsoft.

The customer must not:

• Use MailCalm unlawfully or to facilitate unlawful activity
• Attempt to bypass licence checks, plan limits or security controls
• Reverse engineer, decompile, disassemble or modify MailCalm except where such restriction is prohibited by law
• Copy, resell, sublicense, rent, publish or commercially distribute MailCalm
• Use another customer’s licence key or allow another organisation to use its licence
• Interfere with the licence service, website, checkout, infrastructure or other customers
• Use MailCalm in a way that could damage, overload or compromise Microsoft services or MailCalm infrastructure

The customer retains responsibility for the mailbox data, configuration and business records processed through its Microsoft environment.

MailCalm primarily processes mailbox information locally on the customer’s Mac. Information used for licensing, billing, website operation, transactional email and support may be processed by MailCalm and its service providers.

Further information is provided in the MailCalm Privacy Policy.

MailCalm may ask the customer to provide a diagnostic export when investigating a fault.

Diagnostic exports attempt to redact sensitive information where possible, but automated redaction cannot guarantee removal of every confidential or personal value.

The customer is responsible for reviewing and authorising any diagnostic information it chooses to send.

Standard support is available by email at support@mailcalm.co.

Normal support hours are Monday to Friday, 09:00 to 17:30 UK time, excluding UK public holidays.

MailCalm aims to respond to standard support requests within one business day. This is a target rather than a guaranteed service level, and resolution times depend on the nature of the issue and the information available.

For urgent issues, including MailCalm stopping routing, a licence problem blocking an active service, or a serious security concern, customers should include URGENT in the email subject. MailCalm aims to acknowledge urgent requests within four business hours during normal support hours.

Standard subscriptions do not include 24-hour support, continuous mailbox monitoring, emergency telephone support or guaranteed response or resolution times.

Where reasonably possible, advance notice will be provided for planned maintenance that may materially affect hosted MailCalm services. Critical security or emergency maintenance may be carried out without advance notice.

Some incidents may depend on third-party services including Microsoft, Stripe, Vercel, Neon and Resend, and may therefore be outside MailCalm’s direct control.

MailCalm may release corrections, security updates, compatibility changes, improvements and new versions.

Customers may be required to install an update to continue receiving support, maintain compatibility or protect the security of the service.

MailCalm may change or discontinue a feature where reasonably necessary for security, legal compliance, third-party compatibility or continued operation of the product.

Where practicable, reasonable notice will be provided before a material removal that significantly affects normal use.

MailCalm depends on third-party systems including Microsoft, Stripe, Vercel, Neon, Resend, internet connectivity, macOS and the customer’s own equipment.

MailCalm does not guarantee uninterrupted, error-free or continuously available operation.

Maintenance, external outages, security incidents, operating-system updates, Microsoft changes and circumstances outside MailCalm’s reasonable control may temporarily affect access or operation.

MailCalm and its software, website, documentation, branding, designs, text and underlying technology remain the property of Ellis Slater or the relevant licensors.

These Terms grant permission to use the product but do not transfer ownership of any intellectual property to the customer.

The customer retains ownership of its own mailbox information, business information and materials supplied to MailCalm.

Each party must take reasonable care to protect confidential information received from the other and must use it only where necessary to perform or receive the service.

This does not apply to information that is already public through no breach of these Terms, was lawfully known beforehand, is independently developed or must be disclosed by law.

The customer may cancel its subscription using the Stripe billing process made available to it or by contacting MailCalm.

Unless stated otherwise, cancellation takes effect at the end of the current paid billing period. The customer may continue using the subscription until that date, subject to these Terms.

The customer should cancel before the next renewal date to avoid the following billing period being charged.

Cancelling a subscription does not automatically delete local MailCalm configuration, state or logs from the customer’s Mac.

Subscription charges are non-refundable once charged, except where a refund is required by law or expressly agreed by MailCalm in writing.

Failure to install, configure or use MailCalm does not itself create a right to a refund where the service and licence have been made available.

Nothing in these Terms removes any legal right that cannot lawfully be excluded.

MailCalm may suspend or terminate access where:

• A subscription is unpaid, cancelled, expired or disputed
• The licence is being shared, misused or circumvented
• The customer materially breaches these Terms
• Continued access could create a security, legal or operational risk
• Suspension is required by a payment provider, regulator, court or other lawful authority

Where appropriate, MailCalm will provide a reasonable opportunity to correct a remediable breach.

When the subscription or licence ends, the customer must stop using the software. Clauses intended to continue after termination, including intellectual property, confidentiality, liability and governing law, remain effective.

MailCalm will provide the service with reasonable care and skill.

The customer acknowledges that software can contain errors and that email routing depends on the customer’s rules, data, Microsoft environment, local Mac and third-party services.

The customer remains responsible for checking that important emails have been received and handled, and should not rely on MailCalm as the sole safeguard against missed, delayed, duplicated or incorrectly allocated messages.

Except as expressly stated in these Terms, all warranties, representations and conditions that may legally be excluded are excluded.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.

Subject to the paragraph above, MailCalm will not be liable for:

• Loss of profit, revenue, sales, contracts or anticipated savings
• Loss of business opportunity, goodwill or reputation
• Loss, corruption or unauthorised disclosure of data
• Business interruption or operational delay
• Indirect or consequential loss
• Loss caused by incorrect customer settings, unauthorised access, third-party services, Microsoft changes or failure to follow the documentation

Subject to the exclusions above, MailCalm’s total aggregate liability arising from or connected with the service will not exceed the total subscription charges paid by the customer to MailCalm during the 12 months immediately preceding the event giving rise to the claim.

Each limitation applies only to the extent permitted by law and is intended to be reasonable in light of the subscription charges, nature of the service and customer’s ability to maintain its own controls and insurance.

MailCalm will not be responsible for delay or failure caused by events outside its reasonable control, including internet or utility failures, third-party platform outages, cyber incidents, industrial disputes, natural disasters, government action, changes in law or failure of suppliers and hosting providers.

MailCalm may update these Terms to reflect changes to the product, pricing, providers, security arrangements or legal requirements.

Material changes will apply from the date stated in the updated Terms. Where reasonably practicable, active customers will be notified of changes that materially affect their subscription.

Continued use after the updated Terms take effect constitutes acceptance of the revised Terms.

The customer may not transfer its rights or obligations under these Terms without MailCalm’s written consent.

MailCalm may use subcontractors and service providers to operate the website, licensing, payment, email and support infrastructure.

If any provision is found to be invalid or unenforceable, the remaining provisions will continue in effect.

A delay in enforcing a right does not waive that right.

These Terms, the Privacy Policy, the selected plan and any written order agreed between the parties form the entire agreement relating to the MailCalm subscription.

No person other than the customer and MailCalm has a right to enforce these Terms.

These Terms and any dispute or claim arising from them are governed by the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction, unless the parties agree another method of resolving the dispute in writing.

Legal, billing and contractual enquiries:
hello@mailcalm.co

Product support:
support@mailcalm.co