How we enforce WhatsApp Business Policy on this platform.

Meta's published policies are the authoritative source of truth for what is and is not allowed on WhatsApp Business. Where this page summarises a policy, the underlying Meta document controls in any case of conflict. The relevant Meta documents are:

• WhatsApp Business Messaging Policy — the rules for how, when, and to whom you may send messages on WhatsApp.
• WhatsApp Commerce Policy — the rules for products and services that may be promoted, sold, or referenced in WhatsApp messages.
• WhatsApp Business Solution Terms — the contractual terms between Meta and Business Solution Providers.

You should read these documents in full before connecting your WhatsApp Business Account to our platform.

Meta classifies every WhatsApp template into one of three categories. We support all three and surface the category at the point of template submission so you cannot accidentally send a marketing message under a utility template label.

• Utility — order confirmations, shipping updates, appointment reminders, account status changes, payment receipts. Triggered by an event in your business. Lowest cost per conversation.
• Authentication — one-time passwords, login verification codes, password resets. Must contain only the verification code and its purpose, with no marketing content.
• Marketing — promotional offers, product launches, abandoned-cart reminders, upsell content. Requires recorded opt-in from the recipient. Highest cost per conversation.

Template approval happens entirely on Meta's side. Our platform surfaces the approval status (approved, rejected, paused) via webhook within minutes of Meta's decision.

The following industries are not eligible for workspaces on our platform, irrespective of the message content being sent. This list is more conservative than Meta's Commerce Policy in some categories:

• Gambling, betting, fantasy sports, and games of chance.
• Weapons, ammunition, and explosives.
• Tobacco, vaping, and related accessories.
• Recreational drugs and drug paraphernalia.
• Adult content, escort services, dating services operating on the WhatsApp surface.
• Pyramid schemes, multi-level marketing, get-rich-quick schemes.
• Cryptocurrency exchanges and ICOs (subject to Reserve Bank of India guidance and Meta policy evolution).
• Counterfeit or unauthorised replica products.
• Prescription medication or healthcare services that bypass licensed-practitioner verification.

If your industry is not on the prohibited list but is regulated (e.g. lending, securities, insurance), we will request licence documentation during onboarding before any send is enabled.

Marketing-category sends are gated on recorded opt-in per recipient. The platform enforces this at the gateway: a marketing-template send to a contact whose opt-in source is missing or flagged is blocked at the API layer, with a stable error code.

Utility and authentication templates do not require marketing opt-in per Meta's policy, but they must still be triggered by a legitimate business event — you cannot use a utility template to send what is effectively a marketing message.

The platform recognises STOP, DND, unsubscribe, “remove me”, and equivalent Hindi / regional-language phrases as opt-out signals from any inbound message. On detection, the platform:

• Marks the contact as opted-out in the contacts table within seconds.
• Blocks all subsequent marketing-category sends to that contact across all numbers in the workspace.
• Logs the opt-out event in the audit log with the timestamp, the inbound message that triggered it, and the contact id.

Opt-out is per-recipient across the workspace, not per-number. A contact who opts out from one of your numbers will not receive marketing from any other number you operate on the platform.

Meta surfaces quality and restriction signals for every WhatsApp Business phone number via webhook. We persist these signals and surface them in real time on the session-health page inside your workspace:

• Quality rating (GREEN / YELLOW / RED) — updated when Meta's automated quality assessment changes.
• Messaging tier — Meta's 24-hour conversation cap, which may upgrade or downgrade based on volume + quality.
• Account-level alerts — Meta-imposed restrictions, appeals decisions, pending policy reviews.

When Meta restricts a number, we surface the restriction in your dashboard, but the restriction itself is Meta's — we cannot lift it. Appeals to Meta are entirely between you and Meta.

Some clarifications to avoid confusion about our role:

• We are not Meta. We do not employ Meta personnel. Sahayogi One is an Authorised WhatsApp Business Solution Provider under Meta’s Tech Provider programme — that authorisation lets us provide the platform to you under the published BSP terms; it does not make us Meta and it does not imply Meta endorses any specific use you make of our platform.
• We do not pre-clear individual message content against WhatsApp policy. That responsibility sits with you as the operator. We enforce structural controls (template categories, opt-in gates, opt-out respect, prohibited-industry screening at onboarding).
• We do not negotiate Meta-imposed restrictions on your behalf. We surface them; appeals are between you and Meta.

If you believe an operator on our platform is violating Meta's policies or our Acceptable Use Policy, email support@sahayogione.com with the receiving number, an approximate timestamp, and the content of the message you received. We review every such report.