1. Introduction

This WhatsApp Acceptable Use Policy ("Policy") governs the use of WhatsApp messaging services through the Custi platform. By using Custi's WhatsApp integration, you agree to comply with this Policy, WhatsApp's Business Messaging Policies, and all applicable laws and regulations.

2. Scope of the Policy

This Policy applies to all customers, users, and organizations using Custi's WhatsApp messaging capabilities. It covers all WhatsApp communications sent through our platform, including but not limited to:

• Automated chatbot responses
• Customer service messages
• Marketing and promotional content
• Transactional notifications
• Template messages

3. Customer Responsibilities

As a Custi customer using WhatsApp services, you are responsible for:

• Ensuring all messages comply with this Policy and WhatsApp's terms
• Obtaining proper consent from recipients before messaging
• Maintaining accurate and up-to-date contact information
• Monitoring your WhatsApp messaging activities
• Responding promptly to user complaints or opt-out requests
• Keeping your WhatsApp Business account in good standing

4. User Opt-In Requirements

Before sending WhatsApp messages to any recipient, you must:

• Obtain explicit consent from the recipient to receive WhatsApp messages
• Clearly explain what types of messages they will receive
• Provide an easy way for users to opt-out at any time
• Honor all opt-out requests immediately
• Maintain records of consent for compliance purposes

Valid Consent Methods:

• Website opt-in forms with clear WhatsApp messaging disclosure
• In-person consent with documented agreement
• Existing customer relationships with proper notification
• Double opt-in confirmation processes

5. Prohibited Use

The following activities are strictly prohibited when using WhatsApp through Custi:

Spam and Unsolicited Messages:

• Sending messages without proper consent
• Mass messaging to purchased or scraped contact lists
• Continuing to message users who have opted out

Harassment and Abuse:

• Sending threatening, abusive, or harassing content
• Excessive messaging frequency that annoys recipients
• Impersonating other individuals or organizations

Illegal Content:

• Promoting illegal activities or services
• Sharing copyrighted material without permission
• Distributing malware or malicious links
• Facilitating fraud or deceptive practices

Inappropriate Content:

• Adult content or sexually explicit material
• Hate speech or discriminatory content
• Violence or graphic content
• Misleading or false information

6. Message Templates & Notifications

When using WhatsApp message templates:

• Templates must be approved by WhatsApp before use
• Content must be accurate and not misleading
• Templates should provide clear value to recipients
• Promotional templates require explicit marketing consent
• Template usage must comply with WhatsApp's template policies

7. Message Frequency & Abuse Prevention

To prevent abuse and maintain good user experience:

• Limit message frequency to reasonable levels
• Respect user preferences for communication frequency
• Implement rate limiting to prevent spam
• Monitor delivery rates and user engagement
• Adjust messaging strategies based on user feedback

8. Compliance Monitoring & Enforcement

Custi actively monitors WhatsApp usage to ensure compliance:

• Automated systems detect potential policy violations
• Regular audits of messaging patterns and content
• User complaint tracking and investigation
• Collaboration with WhatsApp on compliance matters
• Immediate action on confirmed violations

9. Suspension or Termination

Violations of this Policy may result in:

• Warning and requirement for immediate corrective action
• Temporary suspension of WhatsApp messaging privileges
• Permanent termination of WhatsApp services
• Complete suspension of Custi platform access
• Reporting to WhatsApp for potential account restrictions

Custi reserves the right to take immediate action for severe violations that could harm users or violate WhatsApp's terms of service.

10. Contact Information

For questions about this Policy or to report violations:

• Email: compliance@custi.africa
• Phone: +27 87 265 6129
• WhatsApp: Message us at +27 87 265 6129
• Address: Custi Compliance Team, South Africa

We are committed to maintaining the highest standards of WhatsApp messaging practices and ensuring all users have a positive experience with our platform.