Deliverability Architecture & Email Ethics

BrightReach operates as an appointment confirmation, client follow-up, and retention platform for verified service businesses. We maintain an uncompromising commitment to recipient consent, list hygiene, and technical deliverability standards.

1. Email Classification & Use Cases

All communications routed through our enterprise delivery infrastructure fall strictly into two documented categories:

• Transactional Communications (1-to-1, direct user action):
  • Immediate appointment booking confirmations
  • 24-hour and 2-hour appointment schedule reminders with location and doctor/stylist notes
  • Schedule modification, cancellation, and rebooking confirmations
  • Itemized digital tax invoices and payment receipts (GST compliant)
  • Merchant account verification and security notifications
• Customer Feedback & Retention (1-to-1, verified opt-in recipients):
  • Post-appointment Google Business Review and private satisfaction feedback prompts (dispatched 2 hours post-appointment)
  • Periodic preventative care re-booking reminders (e.g., 6-month dental checkup or vehicle inspection recalls)
  • BrightReach merchant platform updates (monthly, to registered business owners)

2. Recipient Acquisition & Opt-In Safeguards

BrightReach enforces strict consent protocols across our merchant base:

• Explicit Consent Requirement: Notifications are only sent to clients who have affirmatively booked an appointment or service with the participating merchant and opted in to receive email confirmations.
• Consent Auditing: Every recipient record stores the consent timestamp, IP address, user-agent, and intake channel (online booking widget, tablet intake form, or verified patient portal).
• Zero Cold Outreach Policy: BrightReach strictly prohibits the uploading, sending to, or processing of purchased, rented, scraped, or third-party lead lists. Any merchant attempting to import unverified contacts is suspended immediately.
• Double Opt-In for Merchant Accounts: All merchant account creators must verify ownership of their business email address before any notification sequences can be activated.

3. Unsubscribe Mechanics & RFC 8058 Compliance

We empower every recipient with effortless, friction-free opt-out options:

• Universal One-Click Headers (RFC 8058): All non-strictly-transactional correspondence includes both List-Unsubscribe and List-Unsubscribe-Post: List-Unsubscribe=One-Click headers. This enables native, 1-click unsubscribe buttons directly in Gmail, Apple Mail, Yahoo, and Outlook interfaces.
• Visible Footer Links: Every single email includes a visible, direct unsubscribe link and the verified physical postal address of the originating business.
• Instant Database Suppression: Opt-outs are processed synchronously without requiring logins, passwords, or multi-step surveys. Once unsubscribed, an address is permanently added to our account suppression database and cannot be re-emailed.

4. Automated Bounce & Complaint Management

We monitor sender reputation continuously using automated cloud event pipelines:

• Real-Time Webhook Event Streaming: All delivery event payloads (bounces, complaints, delivery confirmations) are published directly to our HTTPS webhook endpoint (/api/ses-events).
• Digital Signature Verification: Inbound webhook notifications are digitally verified against cloud signing certificates to prevent forged suppression events.
• Permanent Hard Bounce Suppression: Hard bounces (e.g. non-existent mailboxes) are permanently suppressed within seconds to eliminate repeated delivery attempts.
• Zero-Tolerance Spam Complaints: Any recipient complaint immediately and permanently suppresses the address across the entire merchant tenant.
• Metric Thresholds: We operate strictly within Tier-1 mailbox provider guidelines, maintaining our bounce rate below 2.0% (industry threshold 5.0%) and our complaint rate below 0.05% (industry threshold 0.1%).

5. Domain Authentication & Security Standards

All BrightReach messages are authenticated using modern email security standards:

• SPF (Sender Policy Framework): Explicit sender authorization published via DNS.
• DKIM Authentication: 2048-bit RSA keys published via dedicated DNS CNAME records.
• Custom MAIL FROM: Verified envelope sender (mail.brightreach.co.in) aligned with the header From address to satisfy strict DMARC alignment.
• DMARC: Published at _dmarc.brightreach.co.in with aggregate reporting (rua) actively monitored for spoofing attempts.

6. Abuse Reporting & Inquiries

If you have received an unwanted message originating from our servers or wish to report an ethical violation by a merchant, please reach our compliance team directly: