Acceptable Use Policy

01 Why this policy exists

This policy is part of the Terms of Service between you and Mosorb India LLP. It applies to everything sent from your account, by anyone, including your agents, your agency and any system you connect through our API.

Read this as self-interest, not compliance. The expensive consequence of breaking these rules is not that we suspend your Endelir account. It is that Meta restricts or disables your WhatsApp number — the number on your leaflets, your shop front and your invoices, holding every conversation your customers have had with you. Meta acts on user reports quickly, often without warning, and we cannot appeal it for you.

You must also comply with Meta's own rules, in particular the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy, and with Indian law including the Consumer Protection Act 2019, the Digital Personal Data Protection Act 2023, and the telecom regulator's rules on commercial communication. Where Meta's rules are stricter than ours, Meta's rules apply.

02 Consent: the one rule

You may only start a conversation with someone who has agreed to be contacted by you on WhatsApp. Everything else in this policy is detail; this is the rule.

Consent is only valid if:

the person gave it themselves, knowingly — a ticked box they had to tick, a message they sent you first, a form they filled in, a QR code they chose to scan;
it was clear who would be messaging them — your business by name, not a vague third party;
it was clear what they would receive — order updates, offers, appointment reminders;
you can show, later, where and when it was given.

Consent is not valid if it was:

bought, rented, scraped, or copied from a directory, a portal or another business;
hidden in terms nobody reads, or pre-ticked;
given to a different business, even a related one or a previous owner of yours;
inferred because someone once bought from you years ago, or because their number appears on a visiting card.

Keep your proof of consent. If Meta or a regulator asks — or if we ask, because we have received a complaint — you should be able to produce it.

03 Opt-outs

When someone asks you to stop, in any words and in any language, stop. Not at the end of the campaign, not after the next message that is already queued. Immediately.

Endelir detects common opt-out phrases and marks the contact automatically. That is a safety net, not a substitute for reading your inbox — a person who writes “please don't send this again, I've told you twice” has opted out however the software classified it.
An opt-out applies to marketing from your whole business, not just the campaign it arrived in.
Do not ask an opted-out contact to re-confirm. Asking again is itself another unwanted message.
Never remove an opt-out flag to reach someone again. Doing so is a serious breach of this policy.
Necessary service messages — an order they placed, a delivery on its way, a booking they made — are a different matter and may continue.

04 What you may not send

You may not use Endelir to send, offer, promote or facilitate any of the following. This list follows Meta's own prohibited categories, and Meta enforces it on your number.

Anything illegal under Indian law, or under the law where the recipient is;
Drugs, whether prescription, recreational or “herbal” substitutes; tobacco, vaping and related products;
Alcohol, except where you are licensed and the rules of that licence and of the recipient's state permit it;
Weapons, ammunition, explosives, and instructions for making them;
Gambling, betting, lotteries, and real-money gaming, except where you hold the licence that permits it and the recipient is in a state where it is lawful;
Adult content and services;
Live animals, human body parts and body fluids;
Money-lending, cryptocurrency trading, investment schemes and “guaranteed return” offers of any kind;
Multi-level marketing, chain messages, pyramid or referral-recruitment schemes;
Counterfeit goods, stolen goods, or anything infringing someone else's trademark or copyright;
Medical claims of a cure, treatment or diagnosis that you cannot substantiate;
Malware, phishing, or anything designed to obtain someone's password, one-time passcode, card details or bank credentials — including “verification” messages that ask a customer to share an OTP;
Content that harasses, threatens, defames, or incites hatred or violence against a person or a group;
Sexual content involving children, or any exploitation of a child. Reports of this go straight to the authorities and the account closes the same day.

05 Regulated subjects

Some perfectly lawful businesses carry extra obligations. If you work in one of these, you may use Endelir, but the compliance burden sits with you and we may ask how you are meeting it:

Financial services, insurance and lending — including the regulator's disclosure requirements and rules against misleading returns;
Healthcare, clinics, diagnostics and pharmacies — including confidentiality of a patient's condition. Do not put a diagnosis in a message a family member may read;
Education and immigration consulting — no guaranteed outcomes, visas, admissions or scores;
Property and real estate — accurate descriptions, and no messaging of registry-scraped owner lists;
Recruitment — no fee-charging job offers, which is both a Meta violation and a common fraud.

06 How you may not behave

Impersonation. Do not present yourself as another business, as a government body, as a bank, or as Meta or WhatsApp. Your display name must be the business the customer expects.
Concealment. Every message must make clear which business is writing. Do not message on behalf of an undisclosed third party.
Bait and switch. Do not advertise one thing and message about another.
Manufactured urgency and false scarcity. Do not claim an offer expires in an hour when it does not.
Volume for its own sake. Do not message the same person repeatedly when they are not replying. Meta reads silence as a signal, and so should you.
Number churn. Do not rotate through numbers to escape a quality rating or a block. This is treated by Meta, and by us, as deliberate evasion.
Reselling. Do not resell access to your Endelir account or run messaging for other businesses through it without a written agreement with us.

07 Using the software itself

You may not:

attempt to reach another customer's workspace, or test whether you can;
probe, scan or attack the service, or bypass its rate limits, quotas or plan limits;
overload it deliberately, or use the API in a way that degrades it for others;
reverse engineer, decompile or copy the software, except as the law permits despite this clause;
upload malware, or use the service to store or distribute unlawful material;
share one login between several people, or sell or transfer your account without our consent;
use the service to build a competing product.

Finding a security flaw is not a breach of this policy — reporting it is welcome. Tell us at hello@endelir.com, give us a reasonable chance to fix it before telling anyone else, and do not access, alter or keep anyone else's data while proving it. We will not pursue anyone who acts in that spirit.

08 Quality, and why it matters

Meta gives every WhatsApp number a quality rating based on how recipients react — whether they block you, report you, or simply never reply. A falling rating lowers the number of people you can message each day. A low enough rating gets the number restricted.

This is worth understanding because it makes the commercial case for restraint. The businesses that do best on WhatsApp send fewer, more relevant messages to people who genuinely want them. Sending more is not just riskier — on this platform it works less well.

We will tell you what we can see about your quality rating and warn you when it moves. We cannot influence Meta's assessment of it.

09 Working with agencies

You may let a marketing agency operate your account. If you do, you remain fully responsible for everything they send. Give them their own named agent seats rather than your login, so the audit trail shows who did what, and remove those seats the day the engagement ends.

Make sure they have read this policy. “The agency sent it” is not a defence, to us or to Meta.

10 What happens if you break this

Depending on how serious it is, we may:

write to you and ask you to put it right;
pause campaigns or outbound messaging while we look into it;
suspend the account, having told you why;
end the agreement immediately, where fixing it afterwards is not possible;
report the matter, where the law requires us to.

Except where the harm is immediate or we are legally prevented, we will tell you first and give you a chance to explain. Time lost to a suspension for breaking this policy is not refunded.

Remember that Meta acts independently of us and usually faster. We can lift a suspension we imposed; we cannot lift one Meta imposed.

11 Reporting a problem

If you have received a WhatsApp message you believe was sent through Endelir in breach of this policy, tell us at hello@endelir.com. Include the sending number, the date, and the message if you can. We acknowledge within 24 hours and investigate every report.

Complaints can also be sent to our Grievance Officer, named on the legal and company details page.