Fair Usage Policy

Provided by: AIO Infinity Private Limited, the parent company that owns and provides the InfiQ platform ("InfiQ", "we", "us", "our") Website: https://www.infiq.in Platform: https://app.infiq.in Support: support@infiq.in

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This Fair Usage Policy ("Policy") governs how Customers may use the capacity, throughput, and resources of the InfiQ WhatsApp Business API (CPaaS) platform (the "Platform" or "Service"), which is owned and provided by its parent company, AIO Infinity Private Limited. It is incorporated into, and forms part of, the InfiQ Terms and Conditions at https://www.infiq.in/terms (the "Terms"), and it works alongside the Acceptable Use Policy (https://www.infiq.in/acceptable-use-policy) and the WhatsApp Messaging & Anti-Spam Policy (https://www.infiq.in/messaging-policy).

Capitalised terms used but not defined here have the meaning given to them in the Terms — including Subscription Fee, Conversation Charges, Prepaid Credits / Wallet, Meta, WABA, Authorised User, and Recipient.

All numeric limits in this Policy are indicative defaults and are configurable by InfiQ. The limits that actually apply to a Customer are those stated in the Customer's plan description, the InfiQ dashboard, or an executed enterprise order form ("Order Form").

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1. Purpose

1.1. The Platform is a shared, multi-tenant service. This Policy exists to:

• protect performance and reliability for all Customers by preventing any single account from consuming a disproportionate share of shared capacity;
• protect the Recipient experience and the sending reputation of the InfiQ platform and its Customers by discouraging spam and abusive sending patterns;
• prevent abuse, fraud, and circumvention of technical limits; and
• keep InfiQ's usage aligned with the limits, rate controls, and quality expectations that Meta imposes on the WhatsApp Business API.

1.2. "Fair usage" means using the Platform in a normal, good-faith manner consistent with the Customer's plan, the Terms, and the policies referenced above. Sustained usage that materially exceeds normal patterns for a plan, or that degrades the Service for others, is not fair usage and may be subject to the measures in §6.

1.3. This Policy is in addition to — and does not replace — the content and conduct rules in the Acceptable Use Policy (https://www.infiq.in/acceptable-use-policy) and the consent, opt-in, template, and anti-spam rules in the Messaging & Anti-Spam Policy (https://www.infiq.in/messaging-policy).

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2. API & throughput limits

2.1. To maintain platform stability, InfiQ applies rate and throughput controls to API traffic and message sending. The representative default limits set out below are indicative and configurable by InfiQ.

2.2. Requests that exceed a limit may be queued, delayed, rate-limited, or rejected (typically with an HTTP 429 "Too Many Requests" or equivalent response). Customers should design integrations to handle rate-limit responses gracefully, including exponential backoff and retry with jitter.

2.3. Interaction with Meta's limits. InfiQ's throughput limits operate in addition to Meta's own rate limits, messaging limits, and quality-based controls on the WhatsApp Business API / Cloud API. Even where InfiQ would permit a given rate, Meta may independently throttle, queue, or reject traffic based on the Customer's WABA messaging tier, phone-number quality rating, and Meta's platform-wide controls. The effective throughput available to a Customer at any time is the lower of the InfiQ limit and the applicable Meta limit. Meta's limits are set and changed by Meta and are outside InfiQ's control (see §4).

2.4. InfiQ may adjust these controls dynamically to protect overall platform health — for example, tightening limits during an incident or in response to abusive traffic. Where InfiQ applies account-specific throttling for fair-usage reasons, it will endeavour to notify the affected Customer where practicable (see §6).

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3. Account limits by plan

3.1. Each InfiQ plan includes representative account limits across seats, contacts, sending, templates, automations, and storage. The values below are indicative and apply per plan tier; the binding limits are those shown in the Customer's plan description or dashboard.

3.2. Where a Customer approaches or reaches an account limit, InfiQ may notify the Customer in-app or by email and may invite the Customer to upgrade the plan or purchase an add-on. Some limits are hard (enforced automatically); others are soft (subject to review and discussion). InfiQ will indicate in the dashboard which limits apply to the Customer's plan.

3.3. Account limits govern the InfiQ Platform resources only. They are separate from Conversation Charges and Prepaid Credits / Wallet balances, which fund Meta-side messaging and are addressed in the Terms and the Refund & Cancellation Policy (https://www.infiq.in/refund-policy).

3.4. Prepaid billing model. InfiQ operates on a prepaid billing model. Where a Customer exceeds the limits of its plan, continuing at the requested volume may require a plan upgrade or an additional Wallet top-up. InfiQ may throttle or restrict usage that exceeds fair-use limits until the Customer upgrades its plan or tops up its Wallet, as applicable (see §6).

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4. WhatsApp messaging tier limits (set by Meta)

4.1. WhatsApp messaging tier limits are set by Meta, not by InfiQ, and InfiQ's integration uses the Meta Cloud API localised to India. Independently of InfiQ's limits, Meta applies business-initiated conversation tiers that cap the number of unique Recipients a WABA phone number can start conversations with in a rolling 24-hour period. These tiers commonly follow a structure such as:

4.2. Meta controls these tiers, not InfiQ. Whether a WABA moves up (or down) a tier, and how quickly, is determined by Meta based on factors such as the phone number's quality rating, the volume and pattern of sending, the Customer's business verification status, and Meta's own policies. InfiQ cannot grant, guarantee, expedite, or override a messaging tier. Increases are earned through consistent, high-quality, low-block sending and Meta's automated review.

4.3. Because these tiers are Meta's, a Customer may be limited by its Meta tier even where InfiQ's own limits (§2, §3) would allow more. A drop in quality rating (for example, from Recipients blocking or reporting messages) can cause Meta to reduce a tier or restrict a number. Customers should follow the consent and quality practices in the Messaging & Anti-Spam Policy (https://www.infiq.in/messaging-policy) to maintain and grow their tier.

4.4. The specific numbers, tier names, and rules above are set by Meta and may change; the authoritative source is Meta's WhatsApp Business Platform documentation. InfiQ passes through Meta's controls and is not responsible for Meta's tiering decisions.

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5. Prohibited usage patterns

Without limiting the Acceptable Use Policy (https://www.infiq.in/acceptable-use-policy) or the Messaging & Anti-Spam Policy (https://www.infiq.in/messaging-policy), the following usage patterns are prohibited and constitute unfair or abusive use of the Platform:

5.1. Messaging non-opted-in Recipients — sending messages to Recipients who have not given valid, verifiable opt-in/consent, or continuing to message Recipients who have opted out, blocked, or reported the sender.

5.2. Bulk / spam patterns — sending unsolicited bulk messages; repetitive, duplicative, or high-frequency messaging that generates disproportionate blocks or reports; or sending patterns designed to evade spam detection.

5.3. Automated scraping or abuse — using bots, scripts, crawlers, or automated means to scrape, harvest, or extract data from the Platform beyond documented API usage; probing, load-testing, or stress-testing the Platform without prior written authorisation; or any denial-of-service-like traffic.

5.4. Artificially inflating volume — generating fake, synthetic, or non-genuine conversations, messages, or engagement, including to game metrics, inflate usage, manipulate Conversation Charges, or influence a WABA quality rating or messaging tier.

5.5. Circumventing limits — attempting to bypass, disable, or work around any InfiQ or Meta rate limit, throughput control, account limit, messaging tier, or quality mechanism; splitting traffic across multiple accounts or numbers to evade limits; or rotating numbers to escape quality-rating consequences.

5.6. Sharing or reselling capacity — sharing, sub-licensing, renting, reselling, or otherwise making the Customer's account, API access, WABA capacity, or throughput available to third parties, except where the Customer is an authorised reseller/partner under a written agreement with InfiQ.

5.7. Any use that materially degrades Service performance, reliability, or security for other Customers, or that places the InfiQ platform's standing with Meta at risk.

Conduct in this section may also breach the Acceptable Use Policy and Messaging & Anti-Spam Policy and may be actioned under those policies and the Terms in addition to this Policy.

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6. Consequences of excessive or abusive use

6.1. Where a Customer exceeds the limits in this Policy, uses the Platform in a prohibited manner (§5), or otherwise engages in sustained excessive or abusive use, InfiQ may take one or more of the following measures, proportionate to the circumstances:

• throttle or rate-limit the account's traffic to protect shared capacity;
• apply temporary limits or queue traffic;
• require a plan upgrade or the purchase of additional capacity to continue at the requested volume;
• suspend the account or specific features; or
• terminate the account or a Service, in accordance with the Terms, for serious, repeated, or unremedied abuse.

6.2. Notice. Where practicable and consistent with protecting the Platform and other Customers, InfiQ will give the affected Customer notice and an opportunity to remedy fair-usage issues before applying restrictive measures. However, InfiQ may act immediately and without prior notice where necessary to protect the security, integrity, availability, or reputation of the Platform, to respond to a live incident, to comply with law, or to satisfy a Meta requirement.

6.3. Escalation and graduated response. InfiQ generally applies a graduated approach — notice and guidance first, then throttling or temporary limits, then suspension, and termination only for serious or persistent breaches — but reserves the right to escalate directly where the severity warrants.

6.4. No credits or remedies for fair-usage measures. Any throttling, limit, suspension, or termination applied under this Policy is treated as Excluded Downtime under the Service Level Agreement (https://www.infiq.in/sla) and does not entitle the Customer to any service credit, remedy, refund, claim, or appeal. Conversation Charges and Prepaid Credits already consumed are non-refundable in accordance with the Refund & Cancellation Policy (https://www.infiq.in/refund-policy).

6.5. Nothing in this section limits any other right or remedy available to InfiQ under the Terms or applicable law.

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7. Enterprise / custom limits

7.1. The default limits in this Policy are designed for typical usage. Customers with genuine high-volume, high-throughput, or specialised needs can request higher or customised limits.

7.2. Higher API throughput, larger account limits, dedicated capacity, and bespoke fair-usage terms are available on request and are agreed in writing through an enterprise plan or Order Form. Where an Order Form specifies different limits, those limits prevail over the defaults in this Policy for that Customer.

7.3. To discuss enterprise or custom limits, contact support@infiq.in. Any increase remains subject to Meta's own messaging tiers and quality controls (§4), which InfiQ cannot override.

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8. Changes to this Policy

8.1. InfiQ may update this Policy from time to time to reflect changes in platform capacity, Meta's requirements, or operational needs. The "Effective / Last Updated" date at the top of this document reflects the current version. Where a change is material, InfiQ will provide reasonable notice via the dashboard, email, or the website.

8.2. Continued use of the Platform after a change takes effect constitutes acceptance of the updated Policy.

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9. Contact

Questions about this Fair Usage Policy, or requests for higher or custom limits, should be directed to:

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

Related policies: Terms and Conditions — https://www.infiq.in/terms Acceptable Use Policy — https://www.infiq.in/acceptable-use-policy Messaging & Anti-Spam Policy — https://www.infiq.in/messaging-policy Service Level Agreement — https://www.infiq.in/sla Refund & Cancellation Policy — https://www.infiq.in/refund-policy ������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������