Acceptable Use Policy

1. General principle

The platform sends messages to your customers on your behalf over WhatsApp, SMS and e-mail, using the number, sender identity and integrations you connect. Abuse does not only affect your account: it can compromise the channel integrations and every merchant's access to the partner platforms. That is why these rules are enforced strictly.

The service is built to recover sales from people who already have a commercial relationship with your store: people who started a checkout, bought from you or joined your list. It is not a tool for cold prospecting or bulk blasts to strangers.

You are responsible for the configuration of your campaigns and AI, for the content of the messages sent on your behalf and for making sure your operation complies with applicable law and with the policies of each channel you use.

2. Who you may contact

Only use the platform to contact people who have an existing commercial relationship with your business and for whom you hold a valid legal basis or consent to send messages over the chosen channel.

• Legitimate contacts are: people who started a checkout in your store, bought from you, hold an active subscription or joined your list knowing they would receive messages.
• It is up to you to evidence that legal basis or consent when asked, including by the messaging channels themselves.
• Unsubscribe requests must be honoured immediately and across every channel. The platform blocks further sends to anyone who opted out, and circumventing that block or making it hard to unsubscribe is prohibited.

3. Prohibited conduct

You may not use the platform to:

• Send spam or unsolicited bulk messages over WhatsApp, SMS or e-mail.
• Contact cold, purchased, scraped or third-party lists of people who have no commercial relationship with your store.
• Violate the WhatsApp Business and Meta platform policies, or those of the telecom carriers and e-mail providers you use.
• Keep contacting people who asked not to receive messages, or use another channel to get around an opt-out.
• Impersonate third parties, hide who the sender is or mislead customers about where the message comes from.
• Deceive customers about talking to an automated agent where that disclosure is required by law or by the channel.
• Use customer data for purposes the customer would not expect, or share it with third parties without a legitimate basis.
• Harass, threaten, intimidate or discriminate against customers or anyone else.
• Promote unlawful offers, financial scams, pyramid schemes or misleading results claims.
• Distribute malware, phishing or malicious links, or attempt to reach other accounts' areas and data.
• Circumvent rate limits, sending windows, security checks or the restrictions of connected channels.
• Run load tests, scans or reverse engineering against the platform without written authorisation.
• Resell or sublicense access to the platform outside a partnership agreement signed with us.

4. Responsible use of AI

AI-generated messages are built from your store's data and the instructions you configure. Review that configuration before enabling campaigns: you are accountable for the messages sent on your behalf, including any inaccuracy produced by the model.

• Do not configure the AI to impersonate a real person without their authorisation.
• Disclose automated communication whenever the channel or the law requires it, and route the customer to a human when they ask.
• Do not put sensitive personal data, credentials or third-party confidential information into the instructions or message templates.

5. Restricted sectors

Some sectors require prior authorisation and may face extra restrictions from the messaging channels themselves or from the payment processor: gambling, crypto assets, lending, healthcare, supplements, tobacco, weapons and adult content.

If you operate in these sectors, talk to us at socio@sociosai.com before subscribing.

6. How we enforce this policy

On identifying a breach we may, depending on severity: notify you, limit features, pause campaigns and sending, suspend the account or terminate it permanently.

Serious breaches result in immediate suspension without prior notice. That covers mass spam blasts, contacting cold lists, unlawful content, fraud, compromising platform security or putting our channel integrations at risk.

We may also suspend accounts preventively where necessary to protect the channel integrations and comply with requirements from partner platforms, telecom carriers or e-mail providers.

Terminations for breach do not entitle you to a refund, as set out in the Refund Policy.

7. Reporting abuse

To report abusive use of the platform, including unwanted messages received on behalf of a merchant, send whatever evidence you have through the support channels listed on the contact page. We review every report and protect the reporter's identity.

Direct channel for reports: socio@sociosai.com.