Acceptable Use Policy
Effective: April 25, 2026 — Version 2.0
1. Purpose and Scope
This Acceptable Use Policy ("AUP") establishes the rules and restrictions governing the use of the Wappi platform and all associated services. This policy is an integral part of the Terms and Conditions of Service and is incorporated by reference therein. Its purpose is to ensure a safe, legal, ethical, and respectful environment for all users, their end customers, and the technological ecosystem the Platform depends on. All Users are required to comply with this policy at all times.
2. Permitted Use
Wappi is designed exclusively for legitimate commercial use. Authorized uses include:
- Customer service and technical support through messaging channels
- Sale of legal products and services through conversational agents
- Comprehensive order management: creation, tracking, fulfillment, and delivery
- Conversational marketing with prior and explicit consent from the recipient
- Commercial process automation: notifications, reminders, confirmations
- Client appointment scheduling and management
- Customer relationship management (CRM) and sales pipeline
- Integration with authorized e-commerce, payment, and logistics platforms
3. Strictly Prohibited Activities
It is strictly prohibited to use Wappi for any of the following activities. Violation of these restrictions constitutes grounds for immediate account termination without right to refund:
3.1 Spam, unsolicited messages, and messaging abuse
- Sending mass commercial messages without prior, explicit, and documented consent from the recipient
- Acquiring, renting, or using third-party contact lists without verifiable consent from each contact
- Sending messages outside the WhatsApp 24-hour conversation window without using Meta-approved templates
- Manipulating or falsifying sender identity or message origin
- Sending excessive message volumes constituting service abuse or that may degrade quality for other users
3.2 Prohibited content
- Illegal, defamatory, libelous, slanderous, or fraudulent material in any jurisdiction
- Sexually explicit, pornographic, or adult content
- Promotion, sale, or facilitation of narcotics, controlled substances, firearms, explosives, or hazardous materials
- Pyramid schemes, scams, financial fraud, or any form of deception
- Identity theft (phishing), social engineering, or pretexting
- Incitement to hatred, violence, discrimination, or terrorism based on race, ethnicity, gender, sexual orientation, religion, disability, or other protected status
- Content that infringes third-party intellectual property rights
- Medical, legal, or financial information presented as professional advice without proper licenses
3.3 Technical and security abuse
- Attempting to access data, accounts, or infrastructure of other users (tenants) or of Wappi
- Reverse engineering, decompiling, disassembling, or attempting to obtain the Platform's source code
- Intentionally overloading systems through denial-of-service attacks (DoS/DDoS) or other techniques
- Circumventing, disabling, or interfering with rate limits, access controls, or security measures
- Using unauthorized bots, scripts, crawlers, or automated tools against the API or Platform
- Exploiting security vulnerabilities instead of responsibly reporting them
- Introducing malicious code, viruses, malware, ransomware, or any harmful software
3.4 Regulatory and compliance violations
- Violating WhatsApp Business policies, Meta Commerce Policy, or Meta Platforms' terms of service
- Processing personal data of minors under 18 (or the applicable minimum age in the End Customer's jurisdiction) without verifiable consent from a legal guardian
- Operating in regulated sectors without maintaining the licenses, permits, or authorizations required by applicable law
- Failing to comply with applicable data protection law (GDPR, CCPA, LGPD, or others)
- Facilitating money laundering, terrorist financing, or other illicit activities
- Evading trade sanctions, embargoes, or export restrictions imposed by the US (OFAC), EU, or other jurisdictions
4. Meta/WhatsApp Policy Compliance
Use of the WhatsApp Business integration through Wappi is subject to mandatory compliance with Meta Platforms' policies, including:
- WhatsApp Business Policy: obtain explicit opt-in before initiating conversations, respect opt-outs, do not send prohibited content
- 24-hour conversation window: respond only within the active session period or via approved templates
- Message templates (HSM): use only templates previously reviewed and approved by Meta for out-of-session messages
- Meta Commerce Policy: comply with restrictions on prohibited products and services on Meta's platform
- Messaging quality: maintain acceptable quality metrics to avoid restrictions or suspension of the WhatsApp number by Meta
5. Monitoring and Enforcement
Wappi reserves the right to monitor Platform usage to detect violations of this AUP. Monitoring may include automated review of usage patterns, messaging volume analysis, and review of abuse reports. Wappi does not monitor conversation content except: (a) when technically necessary for AI service delivery; (b) when a specific abuse report exists; or (c) when required by court order or competent authority.
6. Escalation and Consequences
Non-compliance with this policy is handled through the following escalation process:
- Level 1 — Warning: written notification to the User indicating the nature of the violation and a 7 calendar-day correction period
- Level 2 — Restriction: temporary limitation of specific features (e.g., message sending, AI access) until the violation is resolved
- Level 3 — Suspension: complete temporary account suspension for a specified period, with the possibility of reactivation upon resolution
- Level 4 — Termination: immediate and irrevocable account termination without right to refund of paid amounts
- Level 5 — Legal action: report to competent authorities when the violation constitutes a crime or administrative infraction, and/or exercise of legal actions to protect the rights of Wappi and third parties
Wappi reserves the right to skip escalation levels and proceed directly to suspension or termination in cases of serious violations, including: illegal activity, risk to Platform or other users' security, reputational risk to Wappi, or repeated policy violations.
7. Abuse Reporting and Responsible Disclosure Program
To report violations of this Acceptable Use Policy, send an email to [email protected] with the subject line "AUP Abuse Report", including a detailed description of the violation and any available evidence. Reports will be reviewed within a maximum of 48 business hours. To report security vulnerabilities, use the same channel indicating "Responsible Security Disclosure" in the subject line. Wappi commits to not taking legal action against security researchers acting in good faith.