WhatsApp Messaging Policy

WhatsApp is a person-to-person communication channel. Our role is to help businesses use it responsibly — for transactional messages, customer support, account notifications, and consent-based marketing. The purpose of this policy is to make acceptable and unacceptable use explicit.

Use of WhatsApp through our platforms is subject to Meta's WhatsApp Business Messaging Policy, WhatsApp Business Solution Terms, WhatsApp Commerce Policy, and related Meta policies, as updated from time to time. You are responsible for reading and complying with those policies in addition to this one.

If a Meta policy is updated, the updated Meta policy applies regardless of whether this page has been updated to reflect the change.

You must obtain clear, demonstrable opt-in from each WhatsApp recipient before messaging them. Valid opt-in must:

• Be specific to receiving messages on WhatsApp from your business.
• Be voluntary and informed — the recipient must understand who will be messaging them and what kinds of messages they will receive.
• Be collected through a method the recipient can reasonably verify (such as a web form, checkout flow, in-app prompt, or verified verbal confirmation that is recorded).
• Be recorded with the source, timestamp, and (where relevant) the language or wording of the opt-in prompt.

Opt-in collected for a different channel (such as SMS or email) does not constitute opt-in for WhatsApp. Opt-in is not transferable between brands, business units, or third parties without explicit recipient consent.

WhatsApp through our platforms may be used for:

• Transactional and operational messages (e.g., order confirmations, shipment notifications, appointment reminders, account alerts).
• Customer support conversations initiated or expected by the recipient.
• Consent-based marketing and notification messages where opt-in has been validly obtained and is current.
• Two-way conversations that the recipient has chosen to enter into with your business.

You must not use WhatsApp through our platforms to:

• Send unsolicited bulk messages or any messages without valid opt-in.
• Send spam, deceptive promotions, or content designed to drive engagement through misrepresentation.
• Send phishing messages, financial scams, fake account alerts, or impersonation of any business, brand, or government entity.
• Send content that violates the WhatsApp Commerce Policy (including categories of restricted or prohibited goods and services).
• Send messages on behalf of an undisclosed third party, "rent" sender identity, or otherwise mask who is actually messaging the recipient.
• Use any technique designed to evade Meta's rate limits, quality ratings, or template-approval processes.
• Continue messaging recipients who have asked to stop or who have not engaged after reasonable attempts.
• Send messages that harass, threaten, or target individuals in violation of our Acceptable Use Policy.

Where you send template messages or marketing messages, you must:

• Submit templates accurately for review and use them only for their approved purpose.
• Refrain from using approved templates as a vehicle to deliver unrelated marketing content.
• Respect Meta's rules on marketing message frequency and message-quality indicators. If your messaging quality declines, expect throttling or restrictions from Meta, and act on the underlying causes rather than attempting workarounds.
• Maintain reasonable sending volumes consistent with the size and quality of your opted-in audience.

You must honor opt-out requests promptly and provide a clear way for recipients to opt out. Honoring opt-out includes:

• Recognizing common opt-out phrases in the recipient's language.
• Recording the opt-out and ceasing further marketing and non-essential messages to the same recipient.
• Respecting opt-out across the relevant brand and business unit, not just the specific campaign in which the opt-out was received.

Messages must accurately identify the sending business. Display names, business profiles, and template content must reflect the real business behind the message. "Shadow" senders — where one business uses another business's WhatsApp identity to mask its activity — are not permitted.

Automation and AI-assisted features may be used to draft, route, or send messages, subject to this policy and our Acceptable Use Policy. You must:

• Ensure automated messages are accurate, relevant to the recipient, and consistent with the original opt-in.
• Be transparent with recipients when they are interacting with automation or an AI-assisted agent, where required by law or where the interaction could reasonably be mistaken for a human conversation.
• Maintain monitoring and override controls so a human can review or intervene in automated flows when needed.

Violations of this policy, of Meta's policies, or of our Acceptable Use Policy may result in any of the actions described in our AUP, including warnings, throttling, suspension of messaging access, account termination, and cooperation with Meta and applicable authorities.

We may act without prior notice where required to protect recipients, Meta's platform, or the integrity of our services.

If you believe someone is using our messaging features in violation of this policy, report it to abuse@cargavia.com. If you are a message recipient asking to stop messages, reply STOP (or the equivalent in your language) to the sender; you may also contact us if the sender does not honor your request.

We may update this policy from time to time. When we do, we will update the "Last updated" date at the top of this page. We may apply updated rules immediately where needed to align with Meta requirements or to address abuse.

Questions can be sent to info@cargavia.com. Abuse reports should be sent to abuse@cargavia.com.