Acceptable use

1. Why this exists

Two reasons, and the second is the one that gets underestimated.

The first is that Meta’s WhatsApp Business Messaging Policy governs every message sent through the platform, and it applies to you directly. Breaking it gets your messaging limits cut, your quality rating lowered, or your number blocked — and none of those are things we can appeal on your behalf.

The second is that talkv is a Tech Provider whose customers all send through one shared platform app. One business broadcasting to a purchased list damages the standing of that app for every other business on it. That is why the rules below are enforced in the software rather than only written down here.

2. Opt-in

You may only message somebody who has given your business permission to contact them on WhatsApp. Permission means all of the following:

• They gave it themselves. Not a list broker, not a partner, not a directory, and not an inference from a purchase.
• They knew it was WhatsApp. Consent to receive email or SMS is not consent to receive WhatsApp messages.
• They knew it was you. Your business name has to have been visible at the point they agreed.
• You can show where it came from. A record of when and how, per person. We may ask you for it.

Somebody messaging your business first is a reason you can reply to them. It is not, on its own, an opt-in to marketing broadcasts. The same is true of the conversation history Meta backfills when you connect a number: those people wrote to you before talkv existed, so they arrive marked as unknown and stay out of broadcasts until you have a real consent record.

There is no bulk opt-in feature and there will not be one. Bulk opt-out exists, because consent moves one way.

3. Opt-out

Every marketing template must carry a way to stop receiving them. Meta requires it, and it is also simply what happens: somebody who cannot find the opt-out presses Block instead, and a block hurts your quality rating far more than an unsubscribe does.

Opt-out is handled in the software, and cannot be turned off:

• Recognised stop words are matched against the whole message, not against part of it — “please don’t stop sending me these” does not unsubscribe anybody.
• Both typed replies and button taps are read, because Meta delivers a tapped opt-out button as an ordinary inbound message of a different type.
• A stop is applied before any automation runs, so a customer never receives an auto-reply to their own unsubscribe.
• A keyword rule you create that would shadow a consent word is refused when you create it, rather than accepted and silently never fired.

Once somebody has opted out, you must not message them again in that context, and you must not re-import them to reset it. The software will not let you.

4. What may not be sent

You must not send, and must not use talkv to send:

• anything unlawful, or that promotes anything unlawful;
• content that harasses, threatens, defames, or targets somebody for who they are;
• sexually explicit material, or anything involving the exploitation of a child;
• deceptive content — false claims about a product, a fake sender identity, an invented urgency, or anything designed to obtain credentials, card details or a one-time code from a recipient;
• malware, or links intended to compromise a recipient’s device or account;
• content that impersonates another business, another person, or a public authority; or
• anything Meta’s Messaging Policy or Commerce Policy prohibits.

5. Prohibited industries

Meta’s Commerce Policy prohibits the sale of certain goods and services over WhatsApp, and those restrictions apply here in full. They include, and are not limited to:

• alcohol, tobacco, and products containing either;
• drugs, whether prescription, recreational or supplements marketed as either;
• weapons, ammunition and explosives;
• gambling and real-money gaming;
• live animals and endangered species products;
• body parts and human fluids;
• adult products and services;
• unsafe or recalled products, and counterfeit goods;
• digital currency and financial products of the kind Meta’s policy lists — read it rather than assuming from this summary.

Meta maintains the authoritative list and changes it. Where this summary and Meta’s policy differ, Meta’s policy applies.

6. How you may not behave

• Do not attempt to get around the consent, rate or template rules in talkv, whether by automating the interface, calling our endpoints in an undocumented way, rotating numbers, or splitting one audience across several accounts.
• Do not share one account between separate businesses. Each business connects its own WhatsApp Business Account; an agency uses a workspace per client, which is what workspaces are for.
• Do not use talkv to send on behalf of a business that could not have connected its own number, whether because it was refused verification or because of what it sells.
• Do not probe, scan or load-test our infrastructure. If you want to test something, write to hello@talkv.io first — we will usually say yes.

7. Templates, frequency and quality

Templates are reviewed by Meta, not by us. We check them against Meta’s published rules before you submit so a rejection is something you fix in an editor rather than something you wait a day to be told, but approval is Meta’s decision and Meta can withdraw it later.

Frequency is not regulated by a number in this document, and it is the most common cause of a quality rating falling. A useful test: if a recipient would struggle to say why they are hearing from you this week, the message should not be sent this week.

Marketing broadcasts to people who did not expect them produce blocks, and blocks are what Meta measures. Your rating is visible to you in the console; watch it after a large send.

8. What we do about a breach

Our first step is almost always to write to you, because most breaches are a misunderstanding about consent rather than an intention to spam.

Where that is not enough, or where the breach is serious, we may:

• pause a campaign that is running;
• suspend the workspace, which stops writes but never stops you reading your own data, and which always shows you the reason;
• end the agreement, under section 9 of the terms; or
• report the matter to Meta or to an authority where we are required to.

We suspend rather than delete, and we say why. A billing dispute or a policy argument should never turn into a customer being locked out of their own contact list.

9. Reporting abuse

If you have received a WhatsApp message you believe was sent through talkv in breach of this policy, write to hello@talkv.io with the sender’s business name, the number it came from, and the date. Include a screenshot if you have one.

We will investigate. We will not give you the sender’s account details, and we will act on what we find. You can also report the message inside WhatsApp itself, which reaches Meta directly and is worth doing in parallel.