WhatsApp Messaging Policy

Serenity Studios provides tools that let businesses send WhatsApp utility and marketing messages to their own customers through the WhatsApp Business Platform. This policy sets the rules every client must follow. It supplements the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy and the Meta Commerce Policy, which always apply.

1. Message Types

• Utility: messages about something the customer requested or is already part of, such as booking confirmations, payment receipts, class reminders and enrolment updates.
• Marketing: promotions, offers, announcements and campaigns. These need clear prior consent and the correct template category.
• Authentication: one-time passwords and login codes.

Templates must use the category that matches their content. Marketing content must not be sent as utility.

2. Consent (Opt-In)

• Clients may message only people who have given their phone number and agreed to receive WhatsApp messages from that business.
• The opt-in must say the business will message them on WhatsApp and describe the type of messages, for example through a checkbox on a booking or enrolment form.
• Marketing messages need a separate, clear opt-in. Utility messages may be sent only for transactions or services the customer has requested.
• Clients must keep a record of when and how each person opted in.
• Phone numbers must never be bought, rented, scraped or taken from third-party lists.

3. Opt-Out

• Every recipient must be able to opt out easily. Marketing messages should explain how, for example "Reply STOP to unsubscribe".
• When someone opts out, blocks the business or says they do not want messages, the client must stop messaging them promptly. Our tools support marking numbers as opted out.

4. Prohibited Content and Businesses

Clients must not use our tools for spam, harassment, misleading or deceptive messages, phishing, or anything illegal. The WhatsApp Business and Commerce policies also restrict certain goods and services, including illegal drugs, tobacco, alcohol, adult content, gambling, weapons, unlicensed financial or medical services and similar categories. These may not be promoted through our tools.

5. Quality and Frequency

• Send only relevant, timely messages and avoid excessive frequency.
• Clients should keep an eye on their WhatsApp quality rating. High block or report rates can reduce messaging limits or lead to restrictions by Meta.
• Message content must be accurate, include the business's name, and not impersonate another person or brand.

6. Templates

Templates, including image headers, are submitted to Meta for review. Meta decides approval. Wording cannot be changed after approval, so clients should check the text carefully. Sample images and variables must reflect the real message.

7. Customer Data

Clients remain responsible for the personal data of their customers and must have a privacy notice that mentions WhatsApp messaging. Our handling of data is described in our Privacy Policy.

8. Enforcement

If we find or receive a report of a breach, we may pause campaigns, disconnect a number or end the service without refund. We cooperate with Meta and the authorities where required.

9. Report Abuse

If you received a message sent through our tools that you did not agree to, email [email protected] with the sender's name and the message date, and we will act on it. You can also reply STOP or block and report the sender in WhatsApp.