WhatsApp Business Policy

Whats-Hub – WhatsApp Business Messaging & Asset Policy | Last updated: 9 July 2026 | Effective: 9 July 2026 This WhatsApp Business Messaging & Asset Policy explains how Whats-Hub ("Whats-Hub", "we", "us" or "our") provides and governs WhatsApp Business messaging, automation and related services to business clients in line with Meta’s WhatsApp Business Terms, Messaging Policy and Commerce Policy. It should be read together with our Privacy Policy, any commercial documentation we issue, and your own legal and compliance obligations. Our role: Whats-Hub operates as a technical service provider and operator of WhatsApp Business messaging services for business clients. For campaigns we send on behalf of clients, the client is responsible for its own contact databases, business model and compliance with applicable law, and Whats-Hub processes data and configures messaging on the client’s instructions. Whats-Hub is responsible for personal information it collects directly, as described in our Privacy Policy.

1. Purpose and scope

This Policy sets out how Whats-Hub manages WhatsApp Business messaging, broadcasts, automation flows and related communication services for business clients using our platform and tools. It applies to all WhatsApp Business communication activities we operate or support, including competitions, marketing, customer service and operational messaging. This Policy is intended to ensure that our services are provided in compliance with Meta’s WhatsApp Business policies and guidelines and that roles, responsibilities, and ownership of assets are clear between Whats-Hub and the client.

2. Relationship with the client and invoices

Each invoice issued by Whats-Hub for WhatsApp-related services constitutes an order for a defined service period and scope (the "Service Period"). By paying an invoice, you ("the Client") confirm acceptance of this Policy and the commercial terms described on that invoice for the relevant Service Period. Unless we agree a separate signed contract, this Policy together with the details on each invoice governs the provision of WhatsApp Business messaging services between Whats-Hub and the Client for the duration of each Service Period. When a Service Period ends, either party may simply stop issuing or paying further invoices; any accrued rights and obligations remain in effect. Whats-Hub acts as a third-party service provider and/or technical operator of the Client’s WhatsApp Business Account (WABA) and related assets, where applicable, in accordance with Meta’s requirements for third-party providers and the WhatsApp Business Platform.

3. Compliance with Meta / WhatsApp terms and policies

The Client acknowledges that all WhatsApp Business messaging services provided by Whats-Hub are subject to WhatsApp’s and Meta’s applicable terms and policies, including (without limitation):
  • WhatsApp Business Terms of Service.
  • WhatsApp Business Messaging Policy.
  • WhatsApp Commerce Policy.
  • WhatsApp Business Platform policy and enforcement guidelines.
The Client is responsible for ensuring that its products, services, campaigns and business model are permitted under applicable law and under WhatsApp’s Commerce Policy, particularly for sectors such as competitions, gaming, lotteries and other regulated activities. Whats-Hub does not provide legal advice and will rely on the Client’s confirmation that its activities are lawful and permitted in the relevant jurisdiction. Whats-Hub will configure and operate WhatsApp Business messaging in line with Meta’s enforcement guidelines, including message template categorisation, quality rating considerations, opt-out mechanisms and other requirements designed to minimise the risk of spam complaints and account restrictions.

4. Consent, opt-in and customer expectations

The Client must ensure that all individuals who receive WhatsApp messages from the Client using our Services have provided valid, demonstrable consent for the types of messages being sent (for example, marketing, service or notifications), whether through WhatsApp-specific opt-in or permitted reuse of existing consent collected through other channels. The Client must provide clear information at the point of data collection about the nature and frequency of messages, and how recipients can opt out. Whats-Hub will assist by implementing technically feasible opt-out mechanisms (such as "STOP" keywords or unsubscribe flows) within the Client’s WhatsApp messaging and by honouring opt-out requests within a reasonable timeframe. The Client remains responsible for the accuracy and completeness of consent records and for demonstrating compliance with data protection and marketing laws, including UK GDPR, POPIA or other applicable regulations.

5. Message content and campaign guidelines

The Client is solely responsible for all content sent via WhatsApp using our Services, including text, images, video, links, offers, competition details, terms and conditions and any other materials provided or approved by the Client. Whats-Hub will assist with setting up message templates, broadcast structures and automation flows, and may provide operational guidance. However, Whats-Hub cannot guarantee that templates will be approved by WhatsApp or that the Client’s messaging activities will never be subject to enforcement action, restrictions or account blocks. The Client agrees not to use WhatsApp, via services provided by Whats-Hub, for content or transactions prohibited by WhatsApp’s Business Messaging and Commerce policies, including illegal products or services, deceptive or exploitative offers, and categories that WhatsApp identifies as banned or heavily restricted (such as certain gambling or regulated goods).

6. Data protection, privacy and Business Solution Data

In the course of providing services, Whats-Hub may have access to:
  • Customer phone numbers and profile information.
  • Message content and interaction history.
  • Campaign configuration, analytics and performance metrics.
  • Other data related to the use of the WhatsApp Business Platform and our Services.
Whats-Hub will process such data only for the purpose of providing WhatsApp messaging, automation, support, reporting and related services to the Client, and will not use Business Solution Data for unrelated purposes. Whats-Hub will maintain reasonable technical and organisational measures to protect such data against unauthorised access, loss or disclosure. For WhatsApp messaging carried out on behalf of clients, the Client is typically the data controller or responsible party for its own contact databases and end users. Whats-Hub acts as a processor or operator, processing personal information only on the Client’s documented instructions and as described in our Privacy Policy and any applicable customer agreement.

7. Quality, frequency and spam controls

Whats-Hub will configure messaging frequency, quiet hours, list segmentation and send rates with the aim of maintaining strong deliverability, positive quality scores and compliance with WhatsApp Business spam and enforcement policies. The Client must avoid sending excessive, irrelevant or misleading messages and must respect agreed messaging volumes and reasonable contact frequency limits. Whats-Hub may advise on adjustments to campaigns if message quality signals or opt-out rates indicate potential risk to the Client’s WhatsApp quality rating. Whats-Hub reserves the right to temporarily pause or adjust campaigns where it reasonably believes that continued sending could result in account blocks, template rejections or other enforcement actions by WhatsApp or Meta.

8. Platform, configuration and asset ownership

For the purposes of this Policy:
  • Client Materials are the Client’s own brand assets, logos, trademarks, competition artwork, creative content, promotional copy, terms and conditions and other materials supplied by the Client for campaigns.
  • Whats-Hub Platform Assets are all software, platform configurations, message templates, automation flows, integration scripts, reporting dashboards, data models and operational frameworks created or configured by Whats-Hub in the course of providing the services.
Client Materials remain the property of the Client. The Client grants Whats-Hub a non-exclusive, royalty-free licence to use Client Materials solely for delivering WhatsApp messaging and related services during the applicable Service Period. Unless explicitly assigned to the Client in writing, all intellectual property rights in Whats-Hub Platform Assets, including modifications and improvements, vest in Whats-Hub. Whats-Hub grants the Client a non-exclusive, limited, revocable licence to use Whats-Hub Platform Assets made available to the Client for the duration of the Service Period covered by paid invoices, solely for the Client’s own business messaging and subject to compliance with this Policy and Meta’s terms. On expiry of the Service Period or non-payment of invoices, Whats-Hub may suspend access to Whats-Hub Platform Assets and related configurations, without prejudice to any rights or obligations accrued before suspension.

9. Aggregated data, analytics and benchmarking

Whats-Hub may generate anonymised and aggregated statistics, performance benchmarks and operational insights derived from campaigns operated for the Client and other clients, provided such data does not identify the Client or individual end users. Whats-Hub may use such anonymised and aggregated data to improve its services, optimise messaging strategies and produce general industry insights, without disclosing Client-specific confidential information.

10. Third-party service providers and infrastructure

Whats-Hub may use third-party infrastructure providers (including Meta’s Cloud API, hosting providers, analytics tools and other platforms) in connection with providing WhatsApp messaging services. Where Whats-Hub grants a third-party provider access to data processed through our Services, those providers will be bound by appropriate contractual safeguards and required to use that data only on Whats-Hub’s behalf and for the purposes described in this Policy. The Client acknowledges that Whats-Hub is not responsible for outages, disruptions or policy changes introduced by WhatsApp, Meta or other platform providers that may affect messaging availability, template approvals or account status, provided Whats-Hub has acted in good faith and in accordance with this Policy.

11. Suspension, enforcement and termination

Whats-Hub may suspend or limit services where:
  • The Client’s WhatsApp Business Account is blocked, restricted or subject to enforcement by Meta/WhatsApp.
  • Whats-Hub reasonably believes ongoing messaging could breach WhatsApp policies or applicable law.
  • The Client fails to pay invoices for the relevant Service Period.
Where feasible, Whats-Hub will notify the Client of any material enforcement warnings, quality-related alerts or policy violation notices received from WhatsApp and will work with the Client to adjust activity to reduce risk. Either party may end the relationship at the conclusion of any Service Period by ceasing to issue or pay further invoices. Termination does not affect any rights, obligations or liabilities that have already accrued, including limitations of liability and intellectual property provisions.

12. Liability and indemnity

Whats-Hub will provide services with reasonable skill and care but does not guarantee any specific commercial outcomes, template approval decisions or protection against enforcement actions taken by WhatsApp or regulators. The Client indemnifies Whats-Hub against claims, penalties, losses or costs arising from:
  • Illegal, misleading or non-compliant campaign content supplied or approved by the Client.
  • The Client’s failure to obtain valid consent or comply with data protection or marketing laws.
  • The Client’s breach of WhatsApp Business terms, Messaging Policy or Commerce Policy.
To the extent permitted by law, Whats-Hub’s total liability for any claim arising out of or in connection with services provided under this Policy and related invoices is limited to the total fees paid by the Client for WhatsApp messaging services during the Service Period in which the claim arises.

13. Governing law and policy updates

This Policy is intended to operate alongside the governing law specified by Whats-Hub in its commercial documentation or invoice footnotes (for example, the laws of England and Wales or South Africa). Clients should refer to their invoice or customer agreement for the applicable jurisdiction. Whats-Hub may update this Policy from time to time to reflect changes in WhatsApp / Meta policies, legal requirements or operational practices. We will post the updated version on our Website and revise the "Last updated" date. Continued use of our WhatsApp messaging services and payment of subsequent invoices after an update constitutes acceptance of the revised Policy.
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