Nine things we will never do.
Shared-inbox vendors burn their customers in remarkably consistent ways. Read any of their review pages and the same stories repeat for years. ShareMail is designed, priced, and operated to make each of those stories impossible here. This page is our contract with you. Hold us to it.
1. We will NEVER sit in your delivery path.
ShareMail works on top of Gmail through Google's APIs. We do not touch MX records, we do not relay your mail through our infrastructure or a third-party processor, and we cannot misconfigure ourselves into silently dropping your customers' emails. If every ShareMail server went down, your mail would keep arriving and you could keep replying from Gmail. An email tool that can lose email is not a tool. It's a liability.
2. We will NEVER hold your data hostage.
Your mailbox lives in your Gmail account, so it is never ours to withhold. Everything ShareMail adds on top (comments, tags, assignments, audit history) is yours in a full export, including after you cancel. There is no "keep paying to see your own email history" mode, and there never will be.
3. We will NEVER ship one-way sync and call it sync.
Archive, trash, spam, reopen: every action mirrors back to Gmail through a retried, offline-safe queue, and inbound changes flow the other way. Teammates who work directly in Gmail see the same state as teammates in ShareMail. If a capability can't round-trip, we say so explicitly instead of marketing it as "sync."
4. We will NEVER force a redesign on you.
Major interface changes ship opt-in, with a revert window long enough to mean something. Your team's muscle memory, from which emails are unread to how many clicks a tag takes, is part of the product. We will not break it for a rebrand and then tell you the old version is gone forever.
5. We will NEVER gate table stakes behind a higher tier.
Rules (with as many conditions as you like), full search, shared drafts, attachment sizes: identical on every plan. When the public API and integrations ship, the entire surface lands on every plan too, not the top tier. Plans differ by scale and services (seats, shared inboxes, SSO when it ships, SLA), never by crippling the product. And we will never remove a shipped feature to sell it back to you as an upgrade. One thing sits on Business and we would rather name it here than let you find it at checkout: breaking your analytics down by teammate. How the inbox itself is doing (volume, response time, what is still open and how old) is on every plan. Measuring individual people is the part you pay for, because it is how a manager assesses a team rather than how a team answers email.
6. We will NEVER trap you in a seat ratchet.
Monthly billing is always available. Seats can be reduced any time with prorated credit, not only added. No silently auto-renewing annual contracts, no "two more quarterly payments before you may downsize," no cancellation that requires a sales call.
7. We will NEVER hard-lock your account over a billing hiccup.
A failed card gets a grace period and a read-only fallback while it's sorted out. We will not put a red banner between your team and your customers over a payment processor's bad day.
8. We will NEVER meter AI per resolution, or put it in your seat price.
When AI features ship, thread summaries and suggested drafts will be an opt-in bolt-on at a flat price, switched on per inbox, with each teammate choosing whether to use it. Never metered per answer, which would punish you for having customers, and never folded into everyone's seat so that the teams who don't want it end up funding it anyway.
9. We will NEVER terminate your account over content without notice and due process.
If there is ever an abuse concern, you get notified, you get specifics, and you get time to respond and to take your data, which, again, is mostly already in your Gmail. Cutting off a business's email overnight is not a moderation policy; it's a destruction policy.
Why we can make promises others can't
Most of this pledge isn't discipline. It's architecture. Because ShareMail is a collaboration layer on top of Gmail rather than a replacement for it, we physically can't lose your mail, can't hold it hostage, and can't make leaving expensive. The rest, meaning pricing, billing conduct and redesigns, is discipline, and it's written here in public so the cost of breaking it is our reputation. See how it works for the architecture behind the promises.