WhatsApp & Meta Policy and Resolution Scope

1. Our relationship with Meta

We connect your business to the WhatsApp Cloud API through Meta's Embedded Signup. You retain ownership of your WhatsApp Business Account (WABA) and phone number. Your use of WhatsApp is governed by Meta's WhatsApp Business Terms of Service, WhatsApp Business Messaging Policy, and WhatsApp Commerce Policy, in addition to our Terms.

2. Your obligations under Meta's policies

• Message only End Users who have given valid opt-in to be contacted by your business on WhatsApp;
• Honour opt-outs promptly (our platform automates STOP/START handling);
• Respect the 24-hour customer service window — outside it, only approved templates may be sent;
• Do not send prohibited content or sell prohibited goods or services under Meta's Commerce Policy;
• Keep your business and display information accurate;
• Maintain content that is relevant, expected and not spammy, to protect your quality rating.

Breaching Meta's policies can lead Meta to lower your quality rating, restrict your messaging limits, reject templates, or disable your number — actions taken by Meta, not by us.

3. Meta's message pricing

Meta bills each delivered template message by the recipient's country and the message category (marketing, utility, authentication, service). These rates are set by Meta and change from time to time. NaWaBiz passes these charges through your prepaid wallet and shows an estimated cost before campaigns. We do not set Meta's rates and are not responsible for changes Meta makes to them.

4. Number quality & messaging limits

Meta assigns each number a quality rating and a messaging limit tier (the number of unique recipients you can message per day). Our platform dispatches within your number's throughput, respects your limit tier, and auto-pauses campaigns when quality degrades to help protect your number — but the ratings and limits themselves are determined by Meta based on user feedback and your sending behaviour.

5. Message templates

Templates must be approved by Meta before they can be sent outside the service window. We provide tools to create, submit and sync templates and reflect Meta's status (approved, pending, rejected, paused). Approval, rejection, categorisation and pausing decisions are made by Meta. If a template is rejected, we can help you understand and revise it, but we cannot overturn Meta's decision.

6. Resolution scope — what we can & cannot fix

To set clear expectations:

We can help with:

• Onboarding, number connection and configuration issues within our platform;
• Guidance on template creation, opt-in practices and campaign setup;
• Diagnosing delivery issues and reading Meta's error codes and fbtrace_id references;
• Wallet, billing and reservation questions on our side;
• Escalating eligible issues to Meta where a partner channel is available.

We cannot control or guarantee:

• Meta's approval or rejection of templates, WABAs, or display names;
• Your quality rating, messaging limit tier, or any Meta-imposed restriction or ban;
• Meta's pricing, policy changes, feature availability, or API changes;
• WhatsApp/Meta platform outages or delivery to a recipient's device;
• Reinstatement of a number or WABA that Meta has disabled.

Support turnaround targets, where offered, are described on our Contact page or your plan, and apply to matters within our control.

7. Disconnection & bans

Meta may disconnect a partner or disable a number (for example, on account disconnection, number change, or re-registration on the WhatsApp Business app). When this happens, we surface the status, mark your connection as degraded, alert you, and help you understand next steps — but restoring access ultimately depends on Meta and on your compliance with Meta's policies.

8. Outages & changes

The Service depends on Meta's infrastructure. Interruptions, latency, or delivery failures caused by Meta or by an End User's device are outside our control, and we are not liable for them, as set out in our Terms.

9. Getting help