Acceptable use policy

Follow WhatsApp's rules

Every workspace must follow Meta's WhatsApp Business Messaging Policy and Commerce Policy, as well as the laws that apply to you and your customers. If Meta's rules and this policy differ, follow whichever is stricter.

Get consent before marketing

• Only send marketing messages to people who have agreed to receive them from your business.
• Make it easy to stop. Custoz honours STOP and START replies and keeps each contact's consent on record — don't work around it.
• Don't buy, rent or scrape phone numbers, and don't import lists you don't have permission to message.
• Use approved templates for messages you start, and keep them truthful and relevant.

No spam or abuse

• No bulk unsolicited messages, misleading senders or attempts to dodge WhatsApp's quality limits.
• No harassment, threats, or messages meant to deceive or pressure people.
• No phishing, fake giveaways, or requests for passwords, card numbers or one-time codes under false pretences.

No illegal or harmful content

• Nothing illegal in your country or your customer's, including the sale of prohibited goods or services.
• No content that sexually exploits anyone, promotes violence or hatred, or infringes someone else's rights.
• No malware, and no links designed to harm devices or steal data.

Use AI responsibly

• Keep your knowledge base accurate — the AI answers from it.
• Don't set the AI up to impersonate a real person, give regulated professional advice, or mislead customers.
• Make sure a person can take over a conversation when a customer needs one.
• Don't try to extract other workspaces' data, bypass limits or attack the models behind the service.

Protect the service

• Don't try to access another workspace, probe for weaknesses without permission, or overload the service.
• Don't share accounts between people; invite each team member with their own login.
• Found a security issue? Report it to security@custoz.in — see our security page.

What happens if this policy is broken

Depending on how serious it is, we may warn you, pause sending, suspend features or close the workspace. Where we can, we will tell you first and give you a chance to fix the problem.

Report misuse

If you receive unwanted messages sent through Custoz, tell us at support@custoz.in with the sender's number and the date, and we will look into it.