WhatsApp Messaging Policy

1. Purpose & Scope

This WhatsApp Messaging Policy governs the use of the WhatsApp Business Platform through SocialMetis. It applies to all businesses that connect their official WhatsApp Business Account (WABA) using Meta’s WhatsApp Cloud API via SocialMetis.

SocialMetis is operated by ASH&AD MEDIA METIS (OPC) PVT LTD and acts strictly as a Data Processor. Businesses using the platform act as independent Data Controllers with respect to their customer data.

2. Nature of Services

SocialMetis enables businesses to:

• Respond to inbound customer inquiries
• Send transactional updates
• Send appointment confirmations and reminders
• Schedule follow-up communications
• Create and manage WhatsApp message templates (subject to Meta approval)
• Configure automated responses within permitted WhatsApp policies

SocialMetis does not independently initiate conversations with end customers. All communications are initiated by business users through their connected WhatsApp Business Account.

3. Lawful Basis & Consent Requirements

Businesses are solely responsible for ensuring a valid lawful basis for processing personal data and sending messages, including but not limited to:

• Explicit consent (where required under GDPR, DPDP, UAE PDPL, or KSA PDPL)
• Contractual necessity
• Legitimate interest where legally permitted

Messaging must only be directed toward individuals who have voluntarily submitted their contact details through lawful opt-in channels, including:

• Website or landing page forms
• Lead advertisements
• Inquiry submissions
• Appointment booking systems
• Direct customer-initiated communication

Use of purchased lists, scraped data, unsolicited outreach, or cold messaging is strictly prohibited.

4. Automated Messaging

Businesses may configure automated workflows, including:

• Lead acknowledgments
• Appointment confirmations
• Reminder notifications
• Customer service responses

Such automation does not constitute automated decision-making that produces legal or similarly significant effects.

5. Broadcast & Template Messaging

Bulk or broadcast messaging is permitted exclusively through Meta-approved WhatsApp message templates.

All templates must:

• Be approved by Meta prior to use
• Conform to WhatsApp’s category guidelines
• Be sent only to customers with valid consent

Businesses bear full responsibility for template content, regulatory compliance, and message quality ratings.

6. Data Processing & Retention

Messaging occurs through Meta’s official WhatsApp Cloud API infrastructure.

• SocialMetis processes limited metadata required for routing and automation
• Message content is not permanently stored
• Temporary or in-memory processing may occur to facilitate delivery

SocialMetis does not sell, profile, or use customer communication data for advertising purposes.

7. International Data Transfers

SocialMetis infrastructure is hosted on Amazon Web Services (AWS) in Mumbai, India. Data transfers, where applicable, are conducted in accordance with applicable legal safeguards under GDPR, DPDP (India), UAE PDPL, and KSA PDPL.

8. Regulatory Compliance

Businesses using SocialMetis must comply with:

• WhatsApp Business Terms of Service
• WhatsApp Business Messaging Policy
• Meta Platform Terms
• General Data Protection Regulation (EU)
• India Digital Personal Data Protection Act, 2023
• UAE Federal Decree-Law No. 45 of 2021
• Saudi Personal Data Protection Law (PDPL)

Violations may result in account suspension, access termination, or reporting to Meta.

9. Relationship to Privacy Policy

This policy supplements our Privacy Policy.