Spam
Unsolicited bulk messages, or messages to people who did not ask to hear from you.
Acceptable use
No spam. No purchased contact lists. No exceptions.
WhatsApp works because people trust it. We protect that trust, and your number, by enforcing one rule strictly: message only people who asked to hear from you.
Strictly enforced. Spam and messages to purchased data are not allowed. An account found doing this is suspended without notice, and no refund is given.
What is not allowed
Four things that end an account
Purchased data
Messaging contacts from a bought, rented, scraped or shared list. If you did not collect the number and the consent yourself, you may not message it.
Ignoring opt-outs
Continuing to message someone who has asked you to stop.
Misleading messages
Pretending to be another business, or sending content that deceives the recipient.
What happens
Suspension is immediate, and there are no refunds
We would rather protect every customer’s number than give one account a second chance. Please read this before you sign up.
Suspended without notice
If we find spam or messaging of purchased data, the account is suspended immediately, without warning.
No refund
No refund is given when an account is suspended for this reason.
Channel suspended
If your channel is suspended, for any reason, no refund is given.
Channel deleted
If your channel is deleted, no refund is given.
This applies to plan fees and any other charges, and to every plan, including the MSME and startup offer, where credit is cancelled as well.
What we expect
Good practice is simple
Businesses that follow these four habits almost never have a problem, and their customers answer more messages.
- Collect consent clearly, at the point where the customer gives you their number.
- Keep a record of when and how each person opted in.
- Send only messages the person would expect from you, in approved templates.
- Give every marketing message an easy way to opt out, and honour it straight away.
Conversations are prepaid
To send messages, your account must be recharged in advance. You top up a prepaid balance from your panel, and messages are paid from it at Meta’s rates, with no markup from us.
If the balance runs out, sending pauses until you recharge. Keep it topped up for order updates and reminders you rely on.
Questions
About these rules
Can I message customers who bought from me?
Yes, if they gave you their number and agreed to hear from you on WhatsApp. Being a customer is not consent on its own, so collect the opt-in when they give you their number.
What counts as purchased data?
Any contact list you did not collect yourself, whether bought, rented, scraped or obtained from a third party.
Who decides if an account broke the rules?
We do, and so can Meta. If either of us finds spam or messaging of purchased data, the account can be suspended.
How do I recharge for conversations?
You top up your prepaid balance from your panel. Messages are paid from that balance at Meta’s rates, with nothing added by us.
The full terms are on our Payment Terms & Refund page.