Acceptable Use Policy

Why this policy exists

WhatsApp is a personal space. People trust it because businesses can only message them in limited, respectful ways. Meta monitors every business number, and numbers that people block or report get lower quality ratings, lower messaging limits, and can be disabled. This policy sets out what you may and may not do with HeloFlow. It applies together with our Terms of Service and Meta's own rules: the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy. Where Meta's rules are stricter, they apply.

Consent comes first

• Get opt-in before you message. A person must have agreed to receive WhatsApp messages from your business. The opt-in must name your business and make clear that messages will come on WhatsApp. For example: a tick box on your website form, a reply to a click-to-WhatsApp ad, or a customer writing to you first.
• Keep proof. HeloFlow stores an opt-in status and source for every contact. Keep it accurate. If you import contacts, only import people who have opted in, and be ready to show how and when they did.
• Never use bought, rented, scraped or shared lists, or numbers collected for a different purpose.
• Honour opt-outs at once. When someone replies STOP or asks not to be contacted, HeloFlow marks them as opted out and blocks further broadcasts to them. Don't work around it, for example by re-importing them.

How you message

• Outside WhatsApp's 24-hour customer service window, send only approved message templates, and choose the category that honestly describes each one: marketing, utility or authentication.
• Don't mislead. Say who you are, don't pretend to be someone else, and don't hide what a message is for.
• Keep marketing reasonable in frequency and relevant to what the person signed up for.
• If a bot or AI handles a conversation, give people a clear way to reach a person, and make sure one responds.
• Use AI only for your own business's customer conversations. Offering a general-purpose AI assistant or chatbot on WhatsApp through HeloFlow is not allowed.

Prohibited goods and services

You may not use HeloFlow to sell, promote or arrange any of the following, in line with Meta's Commerce Policy. The list below is a summary; Meta's current policy is the authority.

• Illegal products or services, or anything that facilitates them.
• Drugs, including prescription drugs without the licences the law requires, and drug paraphernalia.
• Tobacco, e-cigarettes and related products.
• Alcohol.
• Weapons, ammunition and explosives.
• Animals, including livestock and endangered species, and products made from them.
• Adult products and services, and sexually explicit content.
• Real-money gambling, betting and lotteries, except where Meta and the law allow it.
• Real, virtual or counterfeit currency, and products that are counterfeit or infringe someone's rights.
• Body parts and fluids.
• Dating services, and misleading medical or health claims.
• Payday loans, pyramid or multi-level marketing schemes, and other predatory or deceptive financial offers.

Content that is never allowed

• Child sexual abuse material, or anything that sexualises or endangers children. We report it to the authorities.
• Threats, harassment, bullying, hate speech or content that incites violence.
• Fraud, phishing, scams, impersonation, or messages designed to trick people into sharing money or information.
• Malware, or links to harmful or deceptive websites.
• Misinformation likely to cause real harm, including false health information.
• Anything that infringes someone else's intellectual property, privacy or other rights.
• Content that breaks Indian law, including the Information Technology Act, 2000 and the IT Rules, 2021.

Sensitive information

• Never ask people to send full card numbers, CVVs, net-banking or UPI PINs, passwords, or one-time passwords for other services over WhatsApp.
• Collect government ID numbers, health information or financial details only when you have a lawful reason, you need them, and you protect them.
• Don't message or collect data from children without the verifiable parental consent the DPDP Act requires.

Using the platform fairly

• Don't try to access another Workspace, probe or test our security, or interfere with the Service.
• Don't overload the Service, scrape it, or access it by automated means other than our published API.
• Don't try to get around plan limits, sending limits or opt-out controls.
• Don't share log-ins outside your team, or resell HeloFlow without our written agreement.

What happens if the rules are broken

Depending on how serious it is, we may warn you, pause broadcasts or automations, limit features, suspend your Workspace, or end your account. We may remove content, keep records, and report illegal activity to the authorities or to Meta. Meta may also act on your number or business account independently of us.

Report abuse

If you receive unwanted messages through a business that uses HeloFlow, reply STOP to that business. To report abuse to us, write to support@heloflow.com with the business name, the WhatsApp number that messaged you, and screenshots if you have them. You can also contact our Grievance Officer.