Acceptable Use Policy

This policy protects the people who receive messages, our customers, and the TickWA platform. It forms part of our Terms and Conditions and applies to everyone who uses your account.

• Message only people who have given clear, specific opt-in consent to receive WhatsApp messages from your business. The opt-in must name your business.
• Keep a record of when and how each person opted in, and give it to us on request.
• Do not buy, rent, scrape or harvest phone numbers, and do not upload lists obtained without consent.
• Give a simple way to opt out, honour every opt-out request promptly, and do not message that person again unless they opt in afresh.

You must follow the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy and Meta's other applicable terms. This includes using approved message templates for business-initiated conversations, using the correct template category, keeping a good quality rating, and not promoting goods or services that those policies prohibit or restrict.

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

• is unlawful, fraudulent, deceptive or misleading, including phishing, fake offers, impersonation of any person or organisation, and investment or lottery scams;
• is obscene, pornographic, paedophilic, or harmful to children;
• is defamatory, harassing, threatening, or invasive of another person's privacy;
• promotes hatred or violence on grounds such as religion, caste, race, gender, language or region, or threatens the unity, integrity, security or sovereignty of India or public order;
• infringes any patent, trademark, copyright or other proprietary right;
• spreads information that you know to be false or misleading, or that has been identified as fake or false by a competent authority;
• contains malware, viruses or any code designed to interrupt, damage or gain unauthorised access to any system; or
• relates to illegal goods or services, or to goods and services that require a licence you do not hold.

These restrictions reflect, among others, Rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

• Sending spam or bulk unsolicited messages, or messaging at a volume or frequency that recipients would reasonably find abusive.
• Collecting sensitive personal data, passwords, one-time passwords, card or bank details through messages or forms, except where lawful and necessary and with proper safeguards.
• Attempting to probe, scan, bypass or break any security or authentication measure, or accessing another customer's workspace or data.
• Overloading the platform, evading rate limits or usage limits, or using automated means to create accounts.
• Reselling, sublicensing or white-labelling the Services without a written agreement with us.
• Reverse engineering the Services or using them to build a competing product.
• Using the Services in any way that violates Indian law or the law that applies to you or your recipients.

Chatbots, automations and AI agents that you configure act on your behalf. Review their content and behaviour, make it clear to recipients when they are interacting with an automated system where the law or WhatsApp policy requires it, and provide a way to reach a human.

• We may remove or block content, pause campaigns, limit sending, or suspend or terminate the account, with or without prior notice depending on the seriousness of the breach.
• Meta may independently restrict or ban your WhatsApp Business account or phone number.
• We may preserve relevant records and share them with law-enforcement or regulatory authorities where required by law.
• Fees and Wallet charges are not refunded where an account is suspended or terminated for breach.

If you received an unwanted or abusive message sent through TickWA, or you believe a customer is breaching this policy, write to [email protected] with the sender's number, the date and a screenshot if possible. We acknowledge complaints within 24 hours and act on them as described on the Contact and Grievance page.