WhatsApp Messaging & Anti-Spam Policy

This WhatsApp Messaging & Anti-Spam Policy ("Messaging Policy") 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 the rules you must follow when you use InfiQ to send messages to your contacts over the WhatsApp Business Platform.

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

---

1. Purpose & relationship to the Meta Terms

InfiQ provides access to the WhatsApp Business API ("Cloud API") provided by Meta. Meta — not InfiQ — owns and governs the WhatsApp network, sets messaging rules and pricing, approves message templates, assigns quality ratings and messaging limits, and can restrict or ban numbers and accounts that violate its rules. When you send messages through InfiQ, you are also using Meta's platform and you must comply with Meta's rules.

Your use of InfiQ for messaging is subject to the Meta Terms, which are incorporated by reference and which Meta may update from time to time. You are responsible for reading and complying with the current versions of:

Where this Messaging Policy is stricter than the Meta Terms, this Messaging Policy applies to your use of InfiQ. Where the Meta Terms are stricter, or where Meta changes its rules, the Meta Terms prevail as between you and Meta, and you must comply with them. Nothing in this Messaging Policy limits Meta's independent right to enforce its own policies against your WABA.

---

2. Opt-in requirement

You must obtain valid, prior opt-in from every Recipient before sending them any message through InfiQ. This is the single most important rule in this Messaging Policy. You may not message a person on WhatsApp unless that person has affirmatively agreed to receive messages from your business on WhatsApp.

A valid opt-in must, at a minimum:

• be clear and affirmative — the Recipient takes a deliberate, unambiguous action to opt in (for example, ticking an unticked box, submitting a form, sending you a message first, or confirming a keyword). Pre-ticked boxes, silence, inactivity, or bundling consent into unrelated terms are not valid opt-in;
• be specific and informed — at the time of opt-in, the Recipient is told (i) that they will receive messages on WhatsApp, and (ii) the name of your business that will send them, so their agreement is tied to your identity and to the WhatsApp channel;
• identify the WhatsApp number and business name — opt-in is tied to the specific WhatsApp phone number / WABA and the business display name the Recipient will hear from;
• reflect the types of messages the Recipient is agreeing to (for example, order updates, appointment reminders, or marketing/promotional messages), so consent matches what you actually send; and
• be logged — captured with a record of what the Recipient saw and agreed to (see §3).

Opt-in may be collected on any channel (your website, app, checkout, a paper or digital form, an IVR, in-store, or a first message from the Recipient on WhatsApp), provided the standard above is met. The fact that you have a phone number is not consent. Consent obtained for one channel (for example, SMS or email) does not automatically extend to WhatsApp unless the Recipient was told they would be contacted on WhatsApp. Opt-in for one business or brand does not transfer to another.

---

3. Consent records

You must keep auditable proof of every Recipient's opt-in and produce it to us on request. For each Recipient, your records should evidence:

• who opted in (the Recipient's identifier / phone number);
• when (date and time) they opted in;
• where and how (the source, channel, form, or interaction);
• what they were shown and agreed to (the consent language, the business name, the WhatsApp channel, and the message types); and
• any subsequent changes to consent, including opt-outs.

You must retain these records for as long as you message the Recipient and for a reasonable period afterwards, consistent with applicable law. If we, Meta, or a competent authority ask you to demonstrate consent for any Recipient or campaign, you must provide the relevant records promptly.

You are responsible and liable for any damages, penalties, complaints, chargebacks, or Meta actions arising from missing, insufficient, expired, or invalid consent. As set out in the Terms & Conditions and the Acceptable Use Policy, you indemnify InfiQ against claims and losses resulting from your failure to obtain or evidence valid opt-in.

---

4. Message categories & templates

4.1 Categories

Meta classifies business-initiated messages into categories, which affect what you may send and how Meta prices the conversation:

You must select the correct category for each message and template and must not miscategorise messages (for example, disguising marketing as utility or authentication) to reduce cost or evade rules.

4.2 Templates require Meta approval

Business-initiated messages sent outside the customer-service window (see §5) must use message templates that Meta has reviewed and approved. You must submit templates for approval and may only send approved templates in their approved form and category. You must not:

• send misleading, cloaked, or deceptive templates, or content that hides its true purpose or sender;
• use templates that violate the Meta Terms, the WhatsApp Commerce Policy, this Messaging Policy, or applicable law;
• include prohibited or restricted-industry content (see §8 and the Acceptable Use Policy); or
• attempt to reuse or repurpose an approved template for content or a category other than the one approved.

Meta may reject, pause, or disable templates and may lower the quality rating of templates that generate negative Recipient feedback. Template approval by Meta does not relieve you of your obligation to have valid opt-in for the Recipients you send it to.

---

5. 24-hour customer service window

WhatsApp distinguishes between business-initiated messages and Recipient-initiated conversations, and gives businesses a 24-hour customer service window to respond freely:

• Opening the window. When a Recipient sends a message to your business, a 24-hour customer service window opens (measured from that Recipient's most recent message).
• Inside the window. During the 24 hours, you may reply to that Recipient with free-form messages (text, media, and interactive messages) that are relevant to the conversation, without needing a pre-approved template. Each new message from the Recipient restarts the 24-hour window.
• Outside the window. Once 24 hours pass with no new message from the Recipient, you may re-engage that Recipient only with an approved message template (see §4.2), and Meta charges the applicable conversation rate for doing so.
• Automation and human hand-off. You may use chatbots, automated flows, and auto-replies within the Service. However, you must offer the Recipient a prompt, clear, and easy path to reach a human agent — for example, a visible option to talk to a person, or escalation when the Recipient asks for help. You must not trap Recipients in automated loops or make it unreasonably difficult to reach a human.

You must not abuse the customer-service window — for example, by inducing Recipients to message you solely to open a free window for unrelated marketing, or by sending content in-window that would not be permitted as a template.

---

6. Opt-out handling

Consent can be withdrawn at any time, and you must make it easy and honour it promptly:

• Honour opt-outs promptly. When a Recipient asks to stop — whether by replying "STOP", "UNSUBSCRIBE", or a similar keyword, by using an opt-out button, or by any other reasonable indication that they no longer wish to receive messages — you must stop sending them non-essential and marketing messages promptly.
• Provide an easy opt-out. Give Recipients a clear, simple way to opt out in your messages (for example, "Reply STOP to unsubscribe" or an opt-out button), and do not obscure or complicate it.
• Maintain suppression lists. Keep and apply an up-to-date suppression list so that opted-out Recipients are not messaged again unless and until they provide a fresh, valid opt-in. Your suppression lists must persist across campaigns and re-imports.
• Respect signals. Treat blocks, "report" actions, and repeated non-engagement as signals to stop, and do not attempt to evade an opt-out by moving the Recipient to another number, list, or channel.

Continuing to message a Recipient after they have opted out is a serious breach of this Messaging Policy and of the Acceptable Use Policy.

---

7. Quality rating & messaging limits

Meta continuously assesses the quality of your messaging based on how Recipients respond to it. High rates of blocks and "report" actions, and other negative signals, will:

• lower your WhatsApp quality rating (often shown as high / medium / low) for the phone number;
• cause Meta to reduce your messaging tier limits (the number of business-initiated conversations you can start in a rolling period); and
• in serious cases, trigger Meta restrictions, including flagging, throttling, or banning the number or WABA.

To protect Recipients, your account, and the health of the platform, InfiQ may proactively act before Meta does. In line with our Fair Usage Policy, we may throttle, rate-limit, pause, or suspend your sending where we detect low quality, high block/report rates, spikes in undelivered messages, sudden volume changes, complaints, or other risk signals. We may do this with or without prior notice where necessary to prevent harm or to preserve our standing with Meta. Maintaining good sending practices — valid opt-in, relevant content, correct categorisation, and prompt opt-out handling — is the best way to keep your quality rating high and your limits growing.

---

8. Prohibited messaging

You must not use InfiQ to send, and you must ensure your campaigns never include:

• spam — bulk, repetitive, or unsolicited messages, or any message a reasonable Recipient would regard as spam;
• messages to non-opted-in Recipients — any message to a Recipient who has not given valid, prior opt-in (see §2), including messages to purchased, rented, scraped, or otherwise third-party-sourced contact lists;
• restricted-industry content — content prohibited or restricted by the WhatsApp Commerce Policy or by the prohibited-business list in the Acceptable Use Policy; or
• unlawful, harmful, or deceptive content — anything illegal, fraudulent, misleading, infringing, hateful, harassing, obscene, or otherwise prohibited by the Acceptable Use Policy or the Meta Terms.

This list supplements, and does not replace, the prohibited-content and prohibited-conduct provisions of the Acceptable Use Policy.

---

9. India-specific rules

If you send communications to Recipients in India, or operate from India, you must also comply with Indian telecom and anti-spam regulation, including:

• TRAI TCCCPR 2018 — the Telecom Commercial Communications Customer Preference Regulations, 2018, which govern commercial communications and prohibit unsolicited commercial communication (UCC);
• DND / NCPR — respect the Do-Not-Disturb / National Customer Preference Register preferences; do not send commercial communications to Recipients who have registered their preference against them, except where you hold valid consent that overrides the registration as permitted by law; and
• DLT registration for SMS channels — where you use SMS (for example, for OTPs or fallback messaging) in India, you must complete and maintain DLT (Distributed Ledger Technology) registration of your entity, sender IDs, and templates as required by the regulations, and only send DLT-approved content on registered headers.

Unsolicited commercial communication is prohibited. Compliance with these Indian rules is your responsibility, is in addition to the opt-in and consent-record obligations in §2 and §3, and applies whether you send over WhatsApp or any other channel we make available.

---

10. Other jurisdictions

Depending on where your Recipients are, other laws may apply to your messaging, and you are responsible for complying with all of them. These may include, as applicable to you:

This table is a general guide only. You are responsible for determining which laws apply to your messaging and for complying with them, in addition to the Meta Terms, this Messaging Policy, and the India-specific rules in §9. Obtaining valid opt-in, keeping consent records, and honouring opt-outs will help you meet most of these obligations, but does not guarantee compliance with every requirement in every jurisdiction.

---

11. Enforcement

Enforcement of this Messaging Policy mirrors the Acceptable Use Policy. Where we reasonably believe you have breached this Messaging Policy, or where we must act to protect Recipients, the Platform, InfiQ, or our standing with Meta, we may — with or without prior notice depending on severity — issue a warning, throttle or rate-limit your sending, remove or block content or templates, suspend or terminate your account, and report the matter and relevant information to Meta and/or to authorities.

Financial consequences also mirror the Acceptable Use Policy and the Refund & Cancellation Policy:

• No refund on enforcement termination. Suspension or termination for breach does not entitle you to any refund of Subscription Fees, one-time or professional fees, or consumed Conversation Charges or Credits.
• You bear Meta penalties and charges. You remain responsible for, and must pay, any Conversation Charges, Meta pass-through amounts, penalties, or fees that arise from your messaging, including any charges, penalties, throttling, restrictions, or bans Meta imposes on your number or WABA as a result of your conduct.

You are solely responsible for your messaging and consents. You are solely responsible for your messaging, campaigns, content, targeting, and for obtaining and evidencing valid opt-in and consent from every Recipient. As set out in the Acceptable Use Policy (see "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, or liabilities arising out of or in connection with your messaging, and you indemnify AIO Infinity and InfiQ against all such claims and losses.

Nothing in this section limits any other right or remedy available to us under the Terms & Conditions or at law, or Meta's independent right to act against your WABA.

---

12. Changes to this Messaging Policy

We may update this Messaging Policy from time to time to reflect changes in the Service, the Meta Terms, WhatsApp's messaging rules and pricing, 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 Messaging Policy.

---

13. Contact us

For any question about this Messaging Policy, or to report messaging abuse, 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 Messaging Policy 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.