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Acceptable use policy

The rules for using the service. Most of them exist to protect your own WhatsApp number, not to restrict you.

Last updated: 6 August 2026

This policy forms part of our terms of service. It applies to everyone using AptoAir, including your team members.

Read the first section even if you skip the rest. It is the one that decides whether your number keeps working.

1. Messaging consent — the important one

You may only message people who gave you their phone number and would reasonably expect to hear from you. That means customers who bought from you, enquired, subscribed, or messaged you first.

You must not:

  • Message purchased, scraped or rented contact lists.
  • Message numbers obtained from a third party without the person's consent.
  • Continue messaging someone who asked you to stop.
  • Send marketing content to people who only gave you their number for a transaction, unless they agreed to marketing too.

This is not merely a legal position. Meta scores your number on how recipients react to it. Blocks and reports lower your quality rating, which lowers your messaging limits, and eventually your number is restricted. We cannot reverse that, and neither can Meta support in most cases. Sending to people who did not ask to hear from you is the fastest way to destroy an asset you paid to build.

2. Prohibited content

You may not use the service to send, store or promote:

  • Anything illegal in the jurisdictions of you or your recipients.
  • Fraud, scams, phishing, or impersonation of another person, business or public body.
  • Malware, or links intended to compromise a recipient's device or accounts.
  • Harassment, threats, hate speech, or content inciting violence.
  • Sexually explicit material, or any content involving the exploitation of minors.
  • Content infringing someone else's intellectual property.
  • Misleading claims — particularly about health, medicine, financial returns or investment outcomes.
  • Goods or services Meta prohibits, including those in its Commerce Policy such as firearms, illegal drugs, tobacco and certain supplements.

3. Prohibited behaviour

  • Circumventing rate limits, quality controls or plan restrictions.
  • Sharing one account across separate businesses to avoid subscribing properly.
  • Reverse-engineering, scraping or attempting to gain unauthorised access to the service or another customer's data.
  • Probing or load-testing our infrastructure without written permission.
  • Reselling or white-labelling the service without a written agreement with us.
  • Using the service to build a competing product.

4. Using the AI responsibly

You configure your AI agent and you are responsible for what it says to your customers. In particular:

  • Do not configure it to give medical, legal or financial advice without qualified human oversight.
  • Do not instruct it to claim it is a human if a customer asks directly.
  • Do not use it to generate misleading claims about your products, prices or outcomes.
  • Always leave a working route to a human being.
  • Review what it is actually saying — every message it sends is visible in your inbox.

5. Data you bring in

  • Only import contact data you are legally entitled to hold and to message.
  • Honour deletion and opt-out requests from your own customers promptly — you can do both yourself in the app.
  • Do not upload documents to your AI agent that you are not permitted to share, including another party's confidential information.

6. Third-party policies

Because the service runs on Meta's platform, you must also comply with the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy and Meta's platform terms. Where those are stricter than this policy, they apply.

7. Enforcement

If we believe an account is breaching this policy we may limit sending, suspend the account, or terminate it. Where the risk allows, we will contact you first and give you a chance to put it right. Where there is immediate risk — active fraud, illegal content, or behaviour that threatens other customers — we may act without notice.

Fees already paid are not refunded when an account is terminated for breach.

8. Reporting abuse

If you have received messages from a business using AptoAir that breach this policy, tell us at support@aptoair.com with the sending number and, if possible, a screenshot. We investigate every report.