Suppression model

Last updated 2026-05-24

Tenlo maintains suppression controls to help prevent unwanted commercial electronic messages and protect sender reputation. There are two distinct records: your account-level unsubscribe list, and Tenlo's global complaint and abuse list.

Your unsubscribe list

Every contact who clicks Unsubscribeon a message you send is added to your account's suppression list. Tenlo suppresses that contact for your account and will not send future messages to that contact on your behalf through Tenlo, unless the contact later provides fresh, documented express consent and the suppression is cleared.

This list is scoped to your account. It does not affect other Tenlo customers, and other customers cannot see who is on it.

Tenlo's unsubscribe mechanisms remain functional for at least 60 days after a message is sent. We process unsubscribe requests without delay and in any event within 10 business days. Where Tenlo detects an unsubscribe request by reply or another supported manual channel, we suppress the recipient for your account.

Global complaint and abuse list

Tenlo also maintains a cross-customer complaint and abuse list drawn from verified abuse and deliverability signals, including spam-complaint webhooks, repeat hard bounces across multiple customers, and Tenlo-reviewed manual abuse flags.

Contacts on this list cannot be imported into any Tenlo account. We do not disclose the source customer or the specific reason to other customers who attempt to import a flagged contact. They see only a generic “flagged in our system” message.

This global list is not a general unsubscribe list. A normal unsubscribe is scoped to the sender/customer who sent the message.

Filters at import time

When you import contacts, Tenlo runs checks before any row is added to your sending list:

  1. Your account's unsubscribe list: hard block, scoped to you.
  2. The global complaint and abuse list: hard block, cross-customer.
  3. Unsupported jurisdictions:hard block for recipients outside Canada or the United States, and for Québec residence indicators such as .qc.caemail domains, Québec area codes, and province fields set to QC or Quebec.
  4. Existing-business-relationship windows where applicable: contacts outside the applicable CASL implied-consent window are flagged and excluded by default. For example, purchases or transactions older than 24 months, or inquiries older than 6 months, require a different valid consent basis.

Filter outcomes are shown in the import preview so you can see what was excluded and why before contacts are committed to your campaign.

Your consent warranty

Tenlo does not verify the consent basis you select for each import. That responsibility remains with you under Tenlo's Terms of Service and, if applicable, your Master Services Agreement.

The suppression model and import filters are the operational perimeter that supports your consent warranty. They catch obvious cases that should not be contacted, but they do not replace your own due diligence on consent, relevance, and lawful outreach.

Questions? Email privacy@tenloai.com or hello@tenloai.com.