What you can and cannot do on our platform.

This policy applies to every operator, employee, and integration that sends or receives messages through Chat with Sahayogi. By using the platform — directly or programmatically through our developer integration — you agree to abide by this policy in addition to Meta's published WhatsApp Business Messaging Policy and WhatsApp Commerce Policy.

The platform exists for legitimate business-to-customer communication on WhatsApp. Permitted uses include:

• Transactional messages — order confirmations, shipping updates, OTPs, appointment reminders, invoice receipts. Sent via WhatsApp's utility or authentication template categories.
• Marketing messages to customers who have given recorded, traceable opt-in for marketing on WhatsApp. Sent via WhatsApp's marketing template category.
• Two-way conversations initiated by a customer (session messages) — replies, support queries, sales conversations.
• Programmatic sends from your own backend or connected systems through our developer integration, subject to the same rules.

The following uses are prohibited. They will result in immediate suspension of your workspace and may, at our discretion, be reported to Meta:

• Sending messages to recipients who have not given opt-in for the type of message you are sending. Scraped phone numbers, purchased lists, Justdial / IndiaMART contact dumps, and Google-review-extracted numbers are not consent.
• Continuing to message a recipient after they have replied STOP, DND, unsubscribe, or any clear equivalent in English or an Indian language. Opt-outs must be honoured within the same business day across every channel.
• Messages promoting WhatsApp-prohibited categories: gambling and games of chance, weapons and ammunition, tobacco and related products, recreational drugs, supplements with restricted ingredients, adult content, hate speech, weight-loss products targeting minors, multi-level marketing schemes, or any category Meta's Commerce Policy disallows.
• Deceptive content: misleading sender names, false offers, fake discount codes, phishing links, URL-shortener obfuscation of redirect destinations, or any attempt to impersonate another business or individual.
• Operating a number you do not own or are not authorised by the legal owner to operate.
• Using the platform to circumvent a ban or restriction imposed by Meta on another number or another operator's account.
• Bypassing or attempting to bypass our rate limits, quality monitoring, or audit logging by any technical means.
• Reverse-engineering, scraping, or attempting to extract data from any part of the platform that is not exposed through our published developer integration.

For every recipient, you must hold a recorded opt-in before sending non-transactional content. Acceptable opt-in records include:

• A timestamped tick-box on an order form, signup form, or in-store consent slip that explicitly mentions WhatsApp messages.
• An inbound WhatsApp message from the recipient to a published business number that confirms intent to receive future messages.
• A documented in-person conversation logged in your CRM with date, channel-of-collection, and the consent statement read to the recipient.

The contacts surface inside our platform tags every row with its opt-in source. Imports without an opt-in source are accepted but flagged; non-transactional sends to flagged contacts are blocked.

We monitor outbound velocity, recipient-complaint rates, and Meta-reported quality signals for every connected number. We may apply temporary sending restrictions on a number that:

• Exceeds the messaging-tier conversation cap that Meta applies to your WhatsApp Business phone number. Tier-based caps are set by Meta — see Meta's published messaging-limit documentation for the current thresholds.
• Receives a sustained rate of recipient block events, user-initiated spam reports, or YELLOW/RED quality ratings from Meta.
• Triggers Meta's template-rejection threshold for marketing or utility template submissions.

Temporary restrictions clear automatically. Repeated triggers within a rolling 30-day window may escalate to permanent disconnection of the affected number from your workspace.

For minor first-time violations we will email the workspace owner with the specific concern and request a remedy within 72 hours. For serious or repeated violations we will suspend the affected number, and may suspend the entire workspace, without prior notice.

We do not pre-clear individual message content for compliance — that is the operator's responsibility. We do, however, audit message-pattern signals and recipient-complaint rates in real time.

You may appeal any suspension by emailing support@sahayogione.com within 30 days of the suspension. Appeals are reviewed within two business days. Reversal requires positive evidence that the detection was a false positive (e.g. consent records pre-dating the send, demonstration that the contact list was first-party-sourced).

Appeals to Meta itself, for Meta-imposed restrictions on your WhatsApp Business Account, are entirely between you and Meta. We cannot escalate, fast-track, or influence Meta's decisions.

We may update this policy from time to time. Material changes (new prohibited categories, stricter enforcement thresholds, additional opt-in requirements) get an in-app notice on the next operator login plus a 14-day grace period before the new rules apply to enforcement. Non-material changes (typo fixes, clarifications) take effect immediately; the “Last updated” date at the top of this page is updated on every change.