Legal
Acceptable Use Policy
Rules for lawful, consent-based and responsible use of Haiya, Meta and the WhatsApp Business Platform.
Effective and last updated: 30 August 2026
The short version
Only contact people who expect to hear from you. No spam, scams, abuse, harmful automation or attempts to bypass platform safeguards.
This summary is provided for convenience. The complete policy below governs.
1. Scope and responsibility
This Acceptable Use Policy applies to every use of Haiya, including messages, broadcasts, templates, CRM capture, APIs, webhooks, integrations and AI features. You are responsible for your users, content, audiences, connected systems and compliance with applicable law, industry rules and the policies of Meta, WhatsApp and other connected providers.
2. Consent and recipient choice
You may contact only people who have a lawful basis to receive the communication and, where required, clearly opted in to hear from your business through that channel. Consent must be specific enough for the messages sent, freely given where consent is the basis, and documented. Purchased, scraped, harvested or guessed contact lists are prohibited. Identify the sending business, do not conceal the commercial nature of a message, provide a clear opt-out where appropriate, and honour opt-outs and do-not-contact requests promptly across campaigns and automations.
3. Prohibited content and conduct
You must not use Haiya to send or facilitate: spam or unsolicited bulk messages; fraud, impersonation, phishing or deceptive claims; malware or attempts to compromise a system; unlawful goods or services; exploitation or sexual abuse; threats, harassment, hate or discrimination; content that infringes privacy, intellectual property or other rights; instructions intended to evade law-enforcement or platform review; or content prohibited by the WhatsApp Business Messaging or Commerce Policies. Regulated sectors and products—including financial services, healthcare, gambling, alcohol, pharmaceuticals and political activity—may require additional licences, age controls, disclosures or may be prohibited by a platform. You must determine and meet those requirements.
4. Messaging and template integrity
Use the correct WhatsApp template category and ensure approved template text accurately represents the message ultimately sent. Do not disguise marketing as utility or authentication content, alter variables to change a template’s purpose, artificially manipulate quality metrics, rotate numbers to evade restrictions, or continue messaging after a recipient opts out. Observe applicable messaging windows, frequency limits and quiet hours.
5. Data, security and APIs
Do not upload data you have no right to process; expose credentials or personal data through public URLs, logs or webhook payloads; probe or bypass authentication, permissions, rate limits or plan limits; disrupt the Service; access another workspace; reverse engineer non-public systems; or use Haiya infrastructure for cryptocurrency mining, denial-of-service activity or vulnerability exploitation. Keep API, webhook and capture tokens secret, scope access to those who need it, revoke compromised credentials immediately, and validate destinations before forwarding Customer Data.
6. AI and automation safeguards
Do not configure automation to deceive people about a material fact, impersonate a real person without authorisation, exploit vulnerable people, produce prohibited content, or make high-impact legal, medical, employment, credit or similar decisions without lawful human oversight. Test automations before enabling them, limit them to suitable topics, monitor outcomes and provide a reliable route to a person. You remain responsible for every message sent from your account.
7. Enforcement and reporting
We may investigate suspected violations and limit broadcasts, revoke tokens, remove integrations, suspend a number or workspace, or terminate access. Urgent action may occur without advance notice where needed to protect people, the Service or a third-party platform. Meta or WhatsApp may independently reject templates, reduce quality ratings or restrict accounts. Serious conduct may be preserved or reported where law requires. To report abuse involving Haiya, email hello@haiya.co with relevant non-sensitive details. Do not include passwords, access tokens or unnecessary message content.
Questions or requests
Email support@haiya.co or call or WhatsApp +254 722 925 311. Please do not send passwords, access tokens or unnecessary message content.