Acceptable Use Policy

This Acceptable Use Policy ("AUP") is issued by AIO Infinity Private Limited ("AIO Infinity", "InfiQ", "we", "us", "our"), the parent company that owns and provides the InfiQ WhatsApp Business API (CPaaS) platform available at https://www.infiq.in. It sets out what you may and may not do when you use the Service.

This AUP is part of, and incorporated by reference into, our Terms & Conditions. It works alongside our WhatsApp Messaging & Anti-Spam Policy and our Fair Usage Policy. Capitalised terms not defined here have the meaning given in the Terms & Conditions. A breach of this AUP is a breach of the Terms & Conditions.

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1. Purpose & who this AUP binds

The purpose of this AUP is to keep the Service secure, lawful, and reliable for everyone, to protect Recipients from abuse, and to keep InfiQ and its Customers in good standing with Meta. Because InfiQ is built on the WhatsApp Business Platform, your conduct directly affects our standing with Meta and the safety of the wider WhatsApp ecosystem.

This AUP binds:

• the Customer — the business or organisation that registers for, subscribes to, or uses the Service;
• every Authorised User — each individual (employee, agent, or contractor) the Customer permits to access its InfiQ account; and
• all content, messages, templates, media, and campaigns the Customer or its Authorised Users create, upload, send, or run through the Service.

You are responsible for all activity under your account, including the acts and omissions of your Authorised Users and anyone using your credentials, and for ensuring that everyone who uses your account complies with this AUP, the WhatsApp Messaging & Anti-Spam Policy, the Fair Usage Policy, and the Meta Terms.

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2. Prohibited content

You must not use the Service to create, upload, store, transmit, distribute, or make available any content that is unlawful or that falls into the categories below. This list draws on the due-diligence standards of the Information Technology Act, 2000 and the rules made under it (including the Intermediary Guidelines) and applies regardless of the Recipient's location. Prohibited content includes anything that:

• is illegal or promotes illegal activity — anything that violates any applicable law, regulation, or third-party right, or that facilitates, incites, or instructs others in unlawful acts;
• infringes intellectual property or proprietary rights — content that infringes any patent, trademark, copyright, trade secret, or other intellectual-property or contractual right, including counterfeit goods and pirated material;
• is obscene, pornographic, or exploits children — obscene or sexually explicit material; and, in all cases and without exception, any child sexual abuse material (CSAM) or content that sexualises, endangers, or exploits minors, which we report to the appropriate authorities;
• is hateful, harassing, or discriminatory — content that promotes hatred, violence, or discrimination against any individual or group based on religion, race, caste, ethnicity, place of birth, sex, gender, sexual orientation, disability, or similar characteristics, or that bullies, harasses, or stalks any person;
• is defamatory or invasive of privacy — content that is defamatory, libellous, slanderous, or that invades another's privacy or discloses personal or confidential information without authority;
• is deceptive, fraudulent, or misleading — scams, phishing, deceptive claims, impersonation, false or misleading representations, and content designed to defraud or deceive Recipients;
• is threatening to India's sovereignty, integrity, or security — content that threatens the unity, integrity, defence, security, or sovereignty of India, its friendly relations with foreign States, or public order, or that incites the commission of any cognisable offence, or that relates to or encourages money laundering or terrorism;
• contains malware or harmful code — viruses, worms, trojans, ransomware, spyware, or any code, file, or link designed to interrupt, damage, disable, or gain unauthorised access to any system, device, or data; or
• is otherwise unlawful, harmful, or objectionable — anything that is patently false, harmful to a child, or otherwise unlawful in any manner, or that Meta's policies prohibit.

You are solely responsible for your content and must ensure you hold all rights and consents needed to send it.

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3. Prohibited conduct

You must not, and must not permit any Authorised User or third party to:

• access without authorisation — access, or attempt to access, any part of the Service, any account, or any system or data you are not authorised to access, or bypass any authentication or access control;
• scrape or harvest — use bots, crawlers, scrapers, or automated means to extract, index, or harvest data, contacts, or content from the Service other than through the interfaces and APIs we provide for that purpose;
• reverse engineer — decompile, disassemble, reverse engineer, or attempt to derive the source code, structure, or underlying ideas of the Platform, except to the limited extent this restriction is prohibited by applicable law;
• probe or attack security — conduct security probing, vulnerability scanning, penetration testing, or any intrusion attempt against the Service without our prior written authorisation (to report a vulnerability responsibly, see §9);
• overload or interfere — introduce excessive load, denial-of-service or distributed-denial-of-service traffic, or otherwise interfere with, degrade, or disrupt the Service, its infrastructure, or other users' use of it;
• circumvent limits — evade, disable, or work around any usage limit, rate limit, throttle, quota, sending limit, or security or access measure we apply, or any messaging limit, tier, or restriction imposed by Meta (see the Fair Usage Policy and the WhatsApp Messaging & Anti-Spam Policy);
• resell without authorisation — resell, sublicense, rent, lease, or make the Service available to any third party as a service bureau, or provide access to those who have not agreed to our Terms, except under a written reseller or partner agreement with us;
• impersonate — impersonate any person or entity, or misrepresent your identity, your business, or your affiliation with any person or entity, including in your WhatsApp Business display name or profile; or
• share credentials — share, sell, or transfer account credentials or API keys, or allow access by anyone who is not a duly authorised Authorised User; you must keep credentials confidential and secure and notify us promptly of any suspected compromise.

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4. Messaging abuse

Messaging conduct is governed in detail by our WhatsApp Messaging & Anti-Spam Policy, which is incorporated into this AUP. In summary, and without limiting that policy, you must not use the Service to:

• send spam or unsolicited messages — send bulk, repetitive, or unsolicited commercial messages, or any communication a reasonable Recipient would regard as spam;
• message without valid opt-in — send any message to a Recipient who has not given valid, prior opt-in to receive messages from your business on WhatsApp (see the opt-in and consent-record requirements in the WhatsApp Messaging & Anti-Spam Policy);
• use purchased or third-party lists — send messages to contacts obtained from purchased, rented, scraped, or otherwise third-party-sourced contact lists, or to any Recipient whose consent you cannot evidence; or
• ignore opt-outs — continue messaging a Recipient who has opted out, or fail to maintain and honour suppression lists.

Messaging abuse harms Recipients and damages the WhatsApp quality rating for your number and for the platform, and is treated as a serious breach of this AUP.

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5. Restricted & prohibited industries and uses

5.1 WhatsApp Commerce Policy and restricted goods

All use of the Service must comply with the WhatsApp Commerce Policy and the other Meta Terms. Meta restricts or prohibits the promotion and sale of certain goods and services over WhatsApp (for example, alcohol, tobacco and related products, weapons, drugs and supplements, certain healthcare and medical products, gambling, and adult products). You are responsible for reviewing and complying with the current WhatsApp Commerce Policy, and Meta's determinations on restricted commerce are final.

5.2 Prohibited businesses and use cases

You must not use the Service in connection with any of the following businesses, activities, or use cases (this list is illustrative, not exhaustive):

We may add to or refine this list to reflect the Meta Terms, applicable law, or risk. If you are unsure whether your use case is permitted, ask us at support@infiq.in before you begin.

5.3 Sanctions & embargoes

You represent and warrant that you, your Authorised Users, your beneficial owners, and your Recipients are not located in, ordinarily resident in, organised under the laws of, or acting on behalf of any country or territory subject to comprehensive economic sanctions or embargoes, and are not identified on any applicable denied-party, restricted-party, or sanctions list (including those maintained by the United Nations, India, the United States (including OFAC), the European Union, or the United Kingdom). You must not use the Service in violation of any applicable export-control, sanctions, or anti-terrorism law, or to transact with any such sanctioned jurisdiction or listed party. If you become subject to any such restriction, you must stop using the Service and notify us immediately.

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6. Data protection & privacy obligations of the Customer

You are responsible for the personal data you process through the Service and, in relation to that data, you generally act as the controller (or equivalent) while InfiQ acts as processor. As a condition of using the Service, you must:

• have a lawful basis and valid consent — collect and process Recipients' personal data lawfully, fairly, and transparently, with a valid legal basis and, where required, freely given, specific, informed opt-in, and honour Recipients' rights and choices;
• comply with applicable data-protection law — including, as applicable to you, India's Digital Personal Data Protection Act, 2023, the EU/UK GDPR and ePrivacy rules, and other applicable privacy laws;
• provide notice — maintain your own privacy notice telling Recipients how you collect, use, and share their data, including through WhatsApp and InfiQ;
• respect data-subject rights — respond to access, correction, erasure, and objection requests you receive, and cooperate with us so we can assist you;
• keep data secure and minimal — collect only what you need, keep it accurate and secure, and retain it no longer than necessary;
• not misuse sensitive data — obtain any additional consents required for sensitive personal data and not use the Service for unlawful profiling or surveillance; and
• enter a Data Processing Agreement where required — see our Data Processing Agreement and, for how InfiQ handles data, our Privacy Policy.

You must not upload to the Service any personal data you are not authorised to process, and you indemnify InfiQ against claims arising from your breach of these obligations, as set out in the Terms & Conditions.

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7. Enforcement & consequences

7.1 Our right to act

We monitor for, and respond to, violations of this AUP, the WhatsApp Messaging & Anti-Spam Policy, the Fair Usage Policy, the Meta Terms, and applicable law. Where we reasonably believe a violation has occurred or is occurring, or where we must act to protect Recipients, the Platform, InfiQ, or our standing with Meta, we may take any one or more of the following actions, with or without prior notice depending on the severity and urgency:

We aim to act proportionately, but we may act immediately and without prior notice where there is a risk of harm, illegality, a threat to the Platform or Recipients, a demand from Meta, or a legal obligation.

7.2 Financial consequences

• No refund on enforcement termination. If we suspend or terminate your account for breach of this AUP or the other policies referenced above, you are not entitled to any refund of Subscription Fees, one-time or professional fees, or consumed Conversation Charges or Credits. Unused, Customer-funded Wallet balance is handled under our Refund & Cancellation Policy, and promotional or bonus credits are forfeited.
• You bear resulting Meta charges. You remain responsible for, and must pay, any Conversation Charges, Meta pass-through amounts, penalties, or fees that arise from your use of the Service, including any charges, penalties, or restrictions Meta imposes as a result of your violation.

7.3 Cooperation and preservation

We may preserve and disclose account information and content where necessary to enforce this AUP, comply with law or legal process, respond to Meta, or protect the rights, property, or safety of InfiQ, our users, or the public. Nothing in this AUP limits any other right or remedy available to us under the Terms & Conditions or at law.

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8. Limitation of Responsibility / Customer Liability

AIO Infinity and InfiQ are not responsible or liable for any legal, regulatory, financial, reputational, or other consequences, claims, penalties, demands, or liabilities of any kind arising out of or in connection with the Customer's use of the Service, including the Customer's content, campaigns, messaging, opt-in practices, and compliance obligations. The Customer is solely responsible for its use of the Service and indemnifies AIO Infinity and InfiQ against all such claims and losses.

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9. Reporting abuse

If you become aware of any content or conduct that violates this AUP — including spam, phishing, fraud, harassment, CSAM, or a security vulnerability — please report it to us so we can act:

• General abuse and content reports: support@infiq.in

For security vulnerabilities, please report responsibly to support@infiq.in with enough detail for us to reproduce the issue, and do not exploit, publicise, or test beyond what is necessary to demonstrate the vulnerability; do not access, alter, or exfiltrate any data that is not yours. We appreciate good-faith security research conducted within these limits and will not pursue action against researchers who follow them. Please include, where you can: what you observed, where (URL, screen, or endpoint), when, and any evidence (screenshots, message IDs, or logs).

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10. Changes to this AUP

We may update this AUP from time to time to reflect changes in the Service, the Meta Terms, applicable law, or emerging abuse patterns. When we make a material change, we will update the "Effective / Last Updated" date above and, where appropriate, notify you by email or through the Platform. Changes take effect when posted at https://www.infiq.in unless a later date is stated. Your continued use of the Service after a change takes effect constitutes acceptance of the updated AUP.

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11. Contact us

For any question about this AUP, or to report a violation, please contact:

AIO Infinity Private Limited (parent company of InfiQ) Registered address: 54, Old Subhash Nagar, Bhopal – 462023, Madhya Pradesh, India CIN: U62013MP2025PTC074108 | GSTIN: 23ABBCA9125H1ZX Website: https://www.infiq.in | Platform: https://app.infiq.in Support & abuse reports: support@infiq.in Privacy queries: privacy@infiq.in Phone: 022-69621762 (Monday–Friday, 10:00 AM–5:00 PM IST)

This AUP is governed by the laws of India, and any dispute is subject to the governing-law and dispute-resolution provisions of our Terms & Conditions, with the courts and arbitral seat at Bhopal, Madhya Pradesh, India.