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Customer Trust & Safety Guidelines

This page describes HubSpot's Trust and Safety Guidelines and how they may affect you.

Our guidelines are informative in nature and are based on HubSpot's Terms of Service, Acceptable Use Policy (AUP), and Sensitive Data Terms, which apply to the use of our products and services as outlined therein. The guidelines outlined below provide additional details on some (but not all) of the limitations and restrictions included in those documents. However, this information is intended for general informational purposes only and should not be construed as legal advice, modification of any policies, agreements, or legal documents. For guidance, please refer directly to the aforementioned documents and policies and consult the appropriate regulatory or legal professionals.

Please note that by using the HubSpot Subscription Service, you agree to our policies, Terms of Service, laws, and regulations that apply to the HubSpot Subscription Service.

Last updated: June 3, 2025

Content Moderation 

Internally, we count on our automated detectors to scan for potentially fraudulent or abusive content or unusual behavior from your account. Unfortunately, automated scanning is not perfect and will occasionally flag content or activity that is perfectly fine. When that occurs, we rely on our human content moderation specialists for a second review and approval.

In addition to our automated detection efforts, we review reports from employees, partners, customers, and third parties regarding unsolicited or abusive content, as well as customer content that promotes, encourages, or facilitates illegal activity, hate speech, violence, or discrimination. These reviews are done by humans and are further described in our Content Moderation @ HubSpot statement. Reports may be submitted by emailing us at abuse@hubspot.com or by filling out our Anti-Abuse submission form.

Account Abuse

HubSpot seeks to ensure that HubSpot is a safe and secure provider and community for those doing business online. By this, we mean that customers are not allowed to: 

  • Use Purchased Lists 
  • Sending bulk unsolicited emails
  • Use the HubSpot product for fraudulent and deceptive acts, such as creating phishing content or using HubSpot as a redirect to a malicious site.  
  • Use telephone, texting, and messaging services to make emergency calls or provide emergency services.
  • Cause any disruption to the HubSpot service.  
  • Store passwords, biometric information, and full credit/debit card information in HubSpot.
  • Use HubSpot’s trademark without HubSpot’s express permission.

This is not an exhaustive list of examples. For more information, please refer to HubSpot’s Acceptable Use Policy. 

Content Abuse 

For all content created by and distributed from your account, we ask that you refrain from the following

  • Misrepresentation

You may not (directly or indirectly) impersonate or use the trademark of third parties or brands in an attempt to misrepresent yourself as that brand or give an impression of affiliation with the brand through fraudulent use of entity name, logos, corporate address, or headquarters.  

  • Restricted Industries

We pay closer attention to a few industries that have higher-than-average abuse complaints. We do this because abuse complaints not only hurt you but can hurt our reputation and our ability to provide HubSpot services to other customers. HubSpot reserves the right to discontinue a customer’s use of the HubSpot Services if a customer is in one of these industries:

  • Cryptocurrency
  • Non-fungible tokens (NFTs)
  • Escort and dating services
  • Pharmaceutical products
  • Work from home, make money online, and lead-generating opportunities
  • Gambling services or products
  • Multi-level marketing or affiliate marketing
  • List brokers or list rental services
  • Selling 'Likes' or followers for a social media platform

This list may be updated from time to time. Please refer to the Acceptable Use Policy for the most current information.

  • Sensitive Data

HubSpot Customers may store permitted sensitive data on HubSpot if they meet the following criteria: 

Please note that the following data is prohibited from being stored in HubSpot:

  1. Passwords/Passcodes; 
  2. Biometric Information and
  3. Full debit/credit card details. 

If your account is found to be storing Sensitive Data without meeting all of the above criteria or storing Prohibited Sensitive Data, you will need to delete the information by following the steps laid out in this article.  Please note that future attempts to collect sensitive data in this manner violate HubSpot’s Terms of Service and HubSpot’s Sensitive Data Terms, and failure to do so may put you and your business at risk of violating various Data Protection Laws.

For the full list of permitted and prohibited "Sensitive Data," please refer to section 2.10 of HubSpot’s Terms of Service and the Sensitive Data Terms. For more information on this topic, please refer to the Sensitive Data FAQs, available for download on HubSpot’s Trust Centre. 

These may change from time to time; please refer to our Terms of Service for more information.

  • Spam

Do not use the HubSpot Service to email purchased, rented, or borrowed lists. You may not use HubSpot to send spam in any way, as this violates FTC guidelines.

If we receive a report that you've sent spam, we may check for verifiable opt-in. If you are found sending marketing emails without obtaining opt-in, you will need to clean up the contact list by following the steps in this Knowledge Base article.  

To understand more about the opting-in contacts for marketing emails, please review the following Knowledge base articles:

Please note that sometimes we receive third-party reports that HubSpot customers have sent out spam. In cases like this, your ability to send marketing emails may be at risk of suspension. In the event your account is suspended from sending marketing emails, review this Knowledge Base article on resolving the suspension. 

  • Other prohibited acts

You are also not allowed to create or publish the following kinds of content: 

  1. Content that is threatening, abusive, harassing, stalking, or defamatory;
  2. Content that contains vulgar, obscene, indecent, or unlawful material
  3. Content that is invasive of another person’s privacy.
  4. Content that could be deemed as sexual exploitation or containing vulgar, obscene, or indecent material.
  5. Create content that infringes on the Intellectual property rights of third parties. 
  6. Content that encourages, promotes, facilitates, or instructs others to engage in illegal activity, etc.

For the full list, please refer to the Acceptable Use Policy. 

 

Account Verification 

To ensure the safety of your HubSpot account, you may be asked to go through our account verification process. 

You may be prompted to verify your identity through a third-party verification software named Nametag when you try to log into your account. Please follow the instructions and prompts. For more information on Nametag, see this.

 

Service Limit Fraud

Service limit fraud refers to someone exhausting a feature’s limits, like their allotted marketing email credits or calling minutes. Instead of upgrading for more service, they create a new account to gain more free credits. Customers found exhibiting this behavior may have their Subscription terminated.

 

Suspension and Termination of Subscriptions 

Accounts found in violation of our Acceptable Use Policy or Terms of Service may have their access to their HubSpot account suspended or terminated.

If you find that your account has been suspended, kindly review this Knowledge Base article for information on why this may have occurred.

If an account is terminated for confirmed abuse or misuse of HubSpot’s products or features, the subscription to HubSpot will be terminated, and users in the account will not be granted further access to the account.