Acceptable Use Policy

This Acceptable Use Policy ("Policy") sets out what you may and may not do with the Whatsuite Service, operated by Outhentica Global (Private) Limited. It applies to every customer and user, and forms part of our Terms of Service. We wrote it to protect the people you message, our other customers and the channels we connect to.

1. Follow channel rules

You must follow the terms and policies of every channel you use through Whatsuite, including:

• WhatsApp Business Terms of Service, Business Messaging Policy and Commerce Policy.
• Instagram and Messenger platform policies.
• TikTok business messaging terms.
• Telecom carrier and RCS rules for voice, SMS and RCS.

If a channel rule is stricter than this Policy, the channel rule applies.

2. Consent and opt-out

You must:

1. Only send business-initiated messages to people who have opted in to hear from you on that channel.
2. Keep a record of when, where and how consent was given.
3. Honour opt-out requests promptly and stop marketing messages to that person.
4. Never buy, rent, scrape or share contact lists for messaging.

3. Prohibited content

You must not use the Service to send, store or promote content that:

1. Is illegal, or promotes illegal activity.
2. Is fraudulent, deceptive or misleading, including phishing and impersonation.
3. Harasses, threatens, bullies or incites violence against anyone.
4. Is hateful or discriminatory based on protected characteristics.
5. Sexually exploits minors, or is sexually explicit.
6. Infringes intellectual property or privacy rights.
7. Contains malware, or links to it.
8. Offers products or services prohibited by the WhatsApp Commerce Policy, such as illegal drugs, weapons, tobacco, adult products, gambling where not permitted, or counterfeit goods.

4. Prohibited behaviour

You must not:

1. Send spam, unsolicited bulk messages or chain messages.
2. Mislead recipients about who you are or why you are contacting them.
3. Use the Service to collect passwords, payment card numbers or one-time passcodes under false pretences.
4. Send sensitive data, such as full card numbers, government ID numbers or health records, in templates or messages unless the law and your agreement with us allow it.
5. Make calls or send messages at times or frequencies that break local law.
6. Record calls without the notice or consent the law requires.
7. Use AI features to impersonate a real person without their consent, or to deceive people into thinking they are speaking with a human where the law requires disclosure.
8. Clone a voice without documented consent from the person whose voice it is.

5. Security and platform integrity

You must not:

1. Attempt to gain unauthorised access to the Service, other accounts or our systems.
2. Probe, scan or test vulnerabilities, except through our responsible disclosure programme (report issues to security@whatsuite.io).
3. Interfere with or overload the Service, including by exceeding rate limits on purpose.
4. Reverse engineer, copy or resell the Service except as allowed by law or in writing.
5. Share login details, or let people outside your organisation use your account without our consent.
6. Use the Service to build a competing product.

6. Regulated industries

If you work in a regulated sector, such as healthcare, financial services, gambling, alcohol, pharmaceuticals or political campaigning, you are responsible for meeting all the rules that apply to your messages. Some sectors are restricted or prohibited by channel policies. In healthcare, keep protected health information out of templates and ask our sales team about a BAA before processing it.

7. AI and automation

When you use bots, AI agents or voice AI:

1. Make it easy for people to reach a human.
2. Review AI behaviour regularly and correct mistakes.
3. Do not let AI make decisions with legal or similarly significant effects on people without human review.
4. Tell people they are talking to an automated system where the law requires it.

8. Quality and reputation

Your messages affect your number's quality rating and the reputation of the channels for everyone. We may limit sending if your blocks, reports or failure rates are unusually high, to protect your account and the platform.

9. Reporting abuse

If you believe someone is using Whatsuite in a way that breaks this Policy, please email abuse@whatsuite.io or use our contact page. Include as much detail as you can, such as the sender number, the time and a screenshot.

10. Enforcement

If we believe you have broken this Policy, we may, depending on the severity:

1. Contact you and ask you to fix the issue.
2. Remove or block content.
3. Limit or pause features such as campaigns or calling.
4. Suspend or terminate your account.
5. Report illegal activity to the relevant authorities or channels.

We will usually give notice and a chance to fix the problem, unless the issue is serious, urgent or required by law or a channel.

11. Changes

We may update this Policy as laws and channel rules change. We will post the new version here and, for material changes, give notice in the Service.