Acceptable Use Policy

Overview

This policy outlines the rules for using Waaiio’s WhatsApp automation platform. By using our services, you agree to comply with these rules, Meta’s WhatsApp Business Policy, and all applicable laws.

Prohibited Content & Conduct

You must not use Waaiio to:

• Send unsolicited messages (spam) to recipients who have not opted in
• Transmit illegal, defamatory, threatening, harassing, or discriminatory content
• Distribute malware, phishing links, or deceptive content
• Sell or promote prohibited goods (weapons, drugs, counterfeit items)
• Impersonate another person, brand, or organisation
• Violate intellectual property or data protection rights
• Attempt to circumvent platform rate limits, security controls, or WhatsApp policies

WhatsApp Messaging Guidelines

• 24-hour customer service window: You may send free-form replies 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 and must comply with WhatsApp’s commerce and business policies.
• Opt-in required: You must obtain clear, informed consent from each recipient before sending them messages via WhatsApp. Records of consent must be maintained.
• Easy opt-out: Every broadcast must include clear instructions for recipients to unsubscribe. Opt-out requests must be honoured immediately.

Recipient Consent Requirements

Before messaging any contact, you must have documented evidence that the recipient has:

• Voluntarily provided their phone number for the purpose of receiving WhatsApp messages from your business
• Been clearly informed of the types of messages they will receive (e.g., booking confirmations, promotions, order updates)
• Been told how to opt out at any time

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)

Consequences of Violations

Waaiio reserves the right to take the following actions if you violate this policy:

• Issue a warning with a deadline to remedy the violation
• Temporarily suspend your account and messaging capabilities
• Permanently terminate your account without refund
• Report illegal activity to the relevant authorities

We may also be required to report violations to Meta, which may independently restrict or ban your WhatsApp Business account.

Contact

To report a violation or ask about this policy, email abuse@waaiio.com.