Email and Communication Policy

• AltruNova sends transactional email only. Every message is triggered by something the recipient, or their organization, did on AltruNova.
• We do not send marketing email, newsletters or promotional campaigns.
• We never buy, rent, borrow or share email lists.
• Bounced addresses and spam complaints are stopped automatically.

This is the complete list. Before we start sending a new kind of email, we add it here.

• Email verification codes: A one-time code sent to nonprofit staff when they create an account or confirm their work email address.
• Password reset codes: Sent only when someone asks to reset the password for their account.
• Team invitations: Sent when a nonprofit's administrator invites a colleague to join their organization's account. The administrator enters the colleague's name and work email address.
• Donation receipts: Sent to a donor after each donation, as their record of the gift, with a tax receipt attached. Receipts carry the name of the nonprofit that received the gift, and the nonprofit writes the thank-you message in them. A nonprofit can resend a receipt to the donor who made the gift.
• Replies to enquiries: When you contact us, we reply to the address you wrote from, about what you asked.

Each email identifies AltruNova or, for donation receipts, the nonprofit that received the gift, and makes clear why you received it.

We send a text message only to deliver a one-time code that confirms a donor's phone number, when the donor asks for it during a donation. We do not send marketing or other text messages.

Every address we send to was given to us for the purpose the email serves:

• nonprofit staff enter their own work email address when they create an account, and confirm it with a code before anything else is sent to it;
• a nonprofit's administrator enters a colleague's work email address to invite them to the organization's account;
• donors enter their own email address on the donation form, which tells them the receipt will be sent there; and
• people who contact us give us their address with their enquiry.

We do not collect addresses from other sources, and we do not use an address for anything other than the messages listed in section 2.

We do not send marketing email. If that ever changes, we will send it only to people who have separately agreed to receive it; every message will say who it is from, include our postal address and a one-click unsubscribe link, and an unsubscribe will take effect within 10 business days. We will update this policy before any such email is sent.

The emails we send are needed to use an account or to keep a record of a gift, so they are sent whenever someone takes the action that triggers them. You can still stop them:

• Any email: write to info@altrunova.com from the address concerned, and we will stop sending to that address. We act on these requests promptly and within 10 business days.
• Staff accounts: ask your organization's administrator to remove you, or ask us to close your account.
• Donation receipts: are sent only when you donate. To stop them for a recurring donation, stop the recurring donation, or ask us to stop emailing you.
• An email you did not expect: if you received an email from us that you did not ask for, tell us at info@altrunova.com and we will look into it and stop it.

We do not charge for, or ask for anything beyond your email address to process, a request to stop email.

• When an email can't be delivered because the address does not exist or no longer accepts mail (a hard bounce), we stop sending to that address automatically.
• When a recipient marks one of our emails as spam, we stop sending to that address automatically.

An address we have stopped sending to stays stopped. If yours was stopped by mistake, write to info@altrunova.com.

Donation receipts are sent by AltruNova on behalf of the nonprofit that received the gift, carry that nonprofit's name, and include a thank-you message the nonprofit writes. Nonprofits may use this message only to acknowledge the donation. Our Terms of Service forbid using AltruNova to send unsolicited email, and we may suspend a nonprofit that misuses it.

A nonprofit may also contact its donors directly, outside AltruNova, under its own privacy policy and email practices. Those messages are not sent by us, and requests to stop them should go to the nonprofit.

Questions about this policy, or a request to stop email: info@altrunova.com. See also our Privacy Policy.