WhatsApp Business & Commerce policies on SendyStack

SendyStack operates as a Meta Tech Provider. Every message you send via the platform is ultimately processed by Meta and must comply with two policies set by Meta:

• The WhatsApp Business Policy — governs who can use a WhatsApp Business Account and the categories of business it can be used for.
• The WhatsApp Commerce Policy — governs the products and services that can be promoted, sold, or referenced inside WhatsApp conversations.

By using SendyStack you agree to comply with both. SendyStack enforces them automatically — but the legal responsibility for compliant content sits with the workspace owner.

The following categories cannot be marketed, sold, or solicited via WhatsApp through SendyStack. We block templates and messages that fall under any of them at submit time:

• Illegal drugs, prescription drugs, recreational drugs, and unregulated supplements.
• Tobacco, e-cigarettes, vapes, and related accessories.
• Alcohol (region-restricted; allowed only where local law permits).
• Weapons, ammunition, explosives, and fireworks.
• Real money gambling, casino, sports betting, lottery, and cash-prize promotions.
• Adult products, sexual services, dating services, and escort agencies.
• Animals (live), animal parts, and endangered species.
• Human body parts, body fluids, or services involving them.
• Financial services scams: get-rich-quick schemes, investment doubling, unsolicited cash loans, crypto pump-and-dumps.
• Counterfeit goods, stolen goods, hacking services.
• Discriminatory practices in housing, employment, or credit advertising.

A more detailed list — including category-specific exceptions and the rationale Meta publishes — is available in the WhatsApp Commerce Policy linked above.

Compliance is automated at three points in the platform:

• Template submission. When you create or edit a template, the body / header / footer text runs through a two-layer scanner: a static keyword filter (Layer 1) plus a Gemini-based policy classifier (Layer 2). Violations are returned with a plain-language reason before the template is forwarded to Meta.
• Message send. Free-form text messages sent via the API are also scanned for policy violations on the same two layers. A violation returns 403 policy_violation.
• Template-parameter substitution. The dynamic values you supply for {{1}}, {{2}} placeholders are scanned separately at send time so a policy-clean template can't be weaponized with a non-compliant variable value.

Compliance scans are advisory, not a substitute for human judgement. We expressly reserve the right to suspend a workspace whose content repeatedly violates Meta policy even if individual scans pass.

WhatsApp requires every recipient to have given prior opt-in consent before they receive a business-initiated template. SendyStack does not provide opt-ins on your behalf — collecting and storing consent is your responsibility.

• Use a clear, specific opt-in (website checkbox, signup form, in-store kiosk, etc.).
• Store the opt-in source, timestamp, and the verbatim consent string with the contact.
• Include an opt-out path in every marketing template footer (e.g. "Reply STOP to unsubscribe").
• Honor the opt-out within 24 hours; SendyStack does this automatically when a recipient replies STOP.

Meta assigns each WhatsApp phone number a quality rating (Green / Yellow / Red) and a messaging tier (Tier 1 / 1K / 10K / 100K / Unlimited). SendyStack mirrors the current rating in your dashboard. A Red rating or a tier downgrade typically follows recipients blocking your number or marking conversations as spam.

We recommend pacing first-time broadcasts to under 250 recipients per day until you reach Tier 1K, and keeping marketing template volume in line with the engagement your previous campaigns received. The platform surfaces a warning banner whenever your quality drops below Green so you can pause and review.

When Meta reports a policy violation against a workspace — either through the WhatsApp Manager rejection of a template or a quality complaint — we follow a three-step process:

• Notify. The workspace owner receives an email with the policy clause cited and a link to the offending template or broadcast.
• Restrict. Sends in the offending category are blocked. Other plan features remain available.
• Review. Once you correct the content and re-submit, we lift the restriction. Repeated violations within a 90-day window can lead to platform-level suspension.

You can dispute any restriction by replying to the notification email or contacting legal@sendystack.com. Disputes are reviewed within 2 business days.

• Maintain a legitimate business presence (registered entity or verified sole proprietor) appropriate to your jurisdiction.
• Ensure all content you send complies with the WhatsApp Business Policy and Commerce Policy linked above.
• Collect opt-in consent before sending business-initiated messages and honor opt-outs.
• Keep contact data accurate and up to date; promptly remove recipients who request deletion.
• Cooperate with SendyStack and Meta during any review or audit of your workspace.