Acceptable Use Policy

Last updated: March 2025

1. Overview

This Acceptable Use Policy ("Policy") defines the acceptable use of the Kliovo platform for WhatsApp Business messaging. All users of the Kliovo platform must comply with this Policy, the Kliovo Terms of Service, and all applicable Meta and WhatsApp Business policies. Violation of this Policy may result in suspension or termination of your account.

2. Messaging Rules

When using the Kliovo platform to send messages, you must adhere to the following rules:

  • Obtain explicit opt-in consent from recipients before sending any messages.
  • Honor opt-out requests within 24 hours and immediately cease messaging the recipient.
  • Clearly identify your business in all messages sent through the platform.
  • Use approved message templates for all business-initiated conversations, as required by WhatsApp Business API policies.
  • Send messages only within allowed categories (utility, authentication, marketing, or service) and ensure each message is categorized correctly.
  • Do not send messages outside the scope of the consent provided by the recipient.

3. Prohibited Content

The following types of content are strictly prohibited on the Kliovo platform:

  • Spam or unsolicited bulk messages.
  • Misleading, false, or deceptive content.
  • Phishing, social engineering, or attempts to fraudulently obtain personal information.
  • Malware, viruses, or malicious links.
  • Hate speech, threats, harassment, or discriminatory content.
  • Adult or sexually explicit content.
  • Content that promotes or facilitates illegal activities.
  • Impersonation of other businesses, individuals, or organizations.
  • Promotion of counterfeit goods or services.
  • Promotion or sale of regulated goods without proper licensing, including alcohol, tobacco, pharmaceuticals, weapons, and gambling services.

4. Prohibited Activities

The following activities are prohibited when using the Kliovo platform:

  • Selling, reselling, or sublicensing API access without written authorization from Kliovo.
  • Automated scraping, crawling, or data harvesting from the platform or connected services.
  • Circumventing or attempting to circumvent rate limits, security measures, or access restrictions.
  • Sharing account credentials with unauthorized parties.
  • Using the platform to violate any applicable local, state, national, or international law or regulation.
  • Sending messages to phone numbers without obtaining proper prior consent.
  • Creating multiple accounts to circumvent restrictions, suspensions, or enforcement actions.

5. Consent Requirements

Proper consent management is a core requirement for using the Kliovo platform:

  • Maintain records of opt-in consent for all recipients, including the date, method, and scope of consent obtained.
  • Consent must be freely given, specific, informed, and unambiguous.
  • Provide a clear and accessible opt-out mechanism in every message or conversation.
  • Honor all opt-out requests within 24 hours of receipt.
  • Double opt-in is strongly recommended for marketing messages to ensure recipient intent and reduce complaints.

6. Rate Limits and Fair Use

To ensure platform stability and compliance with Meta policies:

  • Respect Meta's messaging limits, which are determined by your WhatsApp Business Account's quality rating and tier.
  • Your quality rating directly affects your messaging limits. Maintaining a high-quality rating ensures continued access to higher messaging volumes.
  • If you require higher messaging limits, contact Kliovo support to discuss the escalation path and eligibility requirements.

7. Consequences of Violations

Violations of this Policy may result in the following actions, at Kliovo's sole discretion:

  • First minor violation: A written warning with a description of the violation and required corrective action.
  • Repeated violations: Temporary suspension of your account and messaging capabilities.
  • Severe violations: Permanent termination of your account without prior notice.
  • Meta may independently restrict or revoke your WhatsApp Business API access based on their own policy enforcement.
  • No refunds will be issued for service periods during which your account was suspended or terminated due to a policy violation.

8. Reporting Violations

If you become aware of any misuse of the Kliovo platform or violations of this Policy, please report it to abuse@kliovo.com. We investigate all reports within 48 hours and will take appropriate action to address confirmed violations. Reports may be submitted anonymously.

Contact

For questions about this Acceptable Use Policy, please contact us at support@kliovo.com.