Acceptable Use Policy

1. Overview

This Acceptable Use Policy (“AUP”) governs your use of Waaiio’s WhatsApp automation platform and is incorporated by reference into our Terms of Service. By using our Services, you agree to comply with this AUP, Meta’s WhatsApp Business Policy, WhatsApp Commerce Policy, and all applicable laws and regulations in your jurisdiction.

Waaiio reserves the right to update this policy at any time. Material changes will be communicated via email or in-app notification.

2. Prohibited Activities

You must not use Waaiio to:

2.1 Spam and Unsolicited Messaging

• Send unsolicited messages to recipients who have not explicitly opted in to receive communications from your business
• Purchase, rent, or harvest phone number lists for the purpose of sending messages
• Send bulk messages that violate WhatsApp’s messaging limits or quality guidelines
• Circumvent opt-out requests or make it difficult for recipients to unsubscribe

2.2 Fraud and Deception

• Misrepresent your identity, business, or the nature of your products and services
• Use the Services for phishing, social engineering, or identity theft
• Create fake bookings, orders, or transactions to manipulate the platform
• Process payments for goods or services you do not intend to deliver
• Use the Services for money laundering or terrorist financing

2.3 Illegal Content and Activities

• Sell or promote illegal goods or services, including controlled substances, weapons, counterfeit goods, or stolen property
• Distribute child sexual abuse material (CSAM) or exploit minors in any way
• Facilitate gambling, unless you hold all required licenses in the relevant jurisdiction
• Engage in any activity that violates applicable local, state, national, or international law

2.4 Harassment and Harmful Content

• Transmit threatening, abusive, harassing, defamatory, or discriminatory content
• Engage in stalking, bullying, or intimidation of any individual
• Distribute content that promotes violence, self-harm, or hatred against individuals or groups based on race, ethnicity, religion, gender, sexual orientation, disability, or national origin
• Share private or confidential information about others without their consent (doxxing)

2.5 Technical Abuse

• Attempt to gain unauthorized access to Waaiio’s systems, other user accounts, or data
• Distribute malware, viruses, trojans, or other malicious software through the platform
• Interfere with or disrupt the integrity or performance of the Services
• Circumvent rate limits, security controls, or access restrictions
• Reverse engineer, decompile, or attempt to extract the source code of the Services
• Use automated scripts, bots, or scrapers to access the Services without authorization

2.6 Intellectual Property Violations

• Infringe on the intellectual property rights of any third party, including copyrights, trademarks, and patents
• Impersonate another person, business, brand, or organization
• Use Waaiio’s trademarks, logos, or branding in a misleading manner

3. WhatsApp Business Messaging Rules

As a Meta Technology Partner, Waaiio is bound by Meta’s WhatsApp Business Platform policies. All users must comply with these requirements:

3.1 Consent and Opt-In

• You must obtain clear, informed, and documented consent from each recipient before sending them messages via WhatsApp
• Consent must specify the types of messages the recipient will receive (e.g., booking confirmations, promotional offers, order updates)
• You must maintain records of consent and be able to produce them upon request

3.2 Message Windows and Templates

• 24-hour customer service window: Free-form replies are permitted within 24 hours of a customer’s last message. Outside this window, only pre-approved WhatsApp message templates may be used.
• Template messages: All template messages must be approved by Meta before use. Templates must comply with WhatsApp’s content guidelines and may not contain misleading or deceptive content.

3.3 Opt-Out and Unsubscribe

• Every broadcast or promotional message must include clear instructions for recipients to unsubscribe
• Opt-out requests must be honored immediately — no further messages may be sent after an opt-out
• Waaiio provides built-in opt-out mechanisms that you must not disable or circumvent

3.4 Message Quality

• Maintain a healthy WhatsApp quality rating. Excessive blocks or reports from recipients may result in messaging restrictions imposed by Meta
• Do not send repetitive, irrelevant, or excessively frequent messages
• Ensure all messages provide genuine value to recipients

4. CASL Compliance (Canada)

If you send messages to recipients in Canada, you must also comply with Canada’s Anti-Spam Legislation (CASL):

• Obtain express consent before sending commercial electronic messages (CEMs)
• Include your business name, mailing address, and contact information in every message
• Provide a working unsubscribe mechanism; process opt-outs within 10 business days
• Implied consent expires after 2 years (existing business relationship) or 6 months (inquiry)

5. Content Restrictions

The following types of content are prohibited on the Waaiio platform, whether in WhatsApp messages, business profiles, product listings, or any other content area:

• Sexually explicit or pornographic material
• Content promoting violence, self-harm, or substance abuse
• Discriminatory content targeting protected characteristics
• False or misleading health claims
• Multi-level marketing (MLM) or pyramid scheme promotions
• Unauthorized financial advice or unregistered securities offerings
• Content that violates Meta’s WhatsApp Commerce Policy

6. Monitoring and Enforcement

Waaiio reserves the right to monitor use of the Services for compliance with this AUP. We may use automated tools (including profanity filters and content moderation) to detect violations. We are not obligated to monitor but may do so at our discretion.

7. Consequences of Violations

If you violate this policy, Waaiio may take one or more of the following actions at its sole discretion:

• Warning: Issue a written warning with a deadline to remedy the violation
• Suspension: Temporarily suspend your account and messaging capabilities pending investigation
• Feature restriction: Disable specific features (e.g., broadcast messaging) while permitting continued use of other Services
• Termination: Permanently terminate your account without refund
• Legal action: Report illegal activity to the relevant law enforcement authorities

We may also be required to report violations to Meta, which may independently restrict, flag, or ban your WhatsApp Business account. Such actions by Meta are outside Waaiio’s control.

8. Reporting Violations

If you become aware of any violation of this Acceptable Use Policy by another user, please report it to us immediately. We take all reports seriously and will investigate promptly.

• Report abuse: abuse@waaiio.com
• General policy questions: legal@waaiio.com

Reports may be submitted anonymously. We will not retaliate against any user who reports a violation in good faith.