> ## Documentation Index
> Fetch the complete documentation index at: https://docs.soneka.africa/llms.txt
> Use this file to discover all available pages before exploring further.

# Acceptable Use Policy — Soneka Rules and Restrictions

> What you can and cannot do with Soneka. Covers permitted uses, prohibited content categories, WhatsApp policy compliance, opt-in rules, and enforcement.

Soneka is a powerful WhatsApp business platform, and with that power comes responsibility. This Acceptable Use Policy ("AUP") defines what you may and may not do with Soneka to protect your customers, other users, and the integrity of the platform. It applies to all Soneka accounts and was last updated on **March 14, 2026**.

## Permitted Uses

Soneka is designed for legitimate business communication. The following are explicitly permitted and encouraged:

* **Transactional notifications** — order confirmations, delivery updates, payment receipts, OTPs
* **Customer support** — responding to inbound enquiries within WhatsApp's 24-hour service window
* **Opted-in marketing** — promotional messages sent only to contacts who have explicitly agreed to receive them
* **Appointment reminders** — scheduling confirmations and reminders for bookings
* **Catalog and checkout flows** — sharing product catalogs and completing purchases within WhatsApp
* **Click-to-WhatsApp (CTWA) funnels** — running Meta ads that open a WhatsApp conversation

## Prohibited Uses

<Accordion title="Spam and unsolicited messaging">
  You must **never** send messages to contacts who have not explicitly opted in to receive them. Prohibited messaging behaviour includes:

  * Bulk messaging to purchased, scraped, or rented contact lists
  * Sending the same message repeatedly to contacts who have not responded or have opted out
  * Disguising the identity of your business or using misleading sender information
  * Sending promotional messages outside WhatsApp's approved template framework
</Accordion>

<Accordion title="Illegal and harmful content">
  The following types of content are strictly prohibited on Soneka:

  * **Malware and phishing** — links or files designed to compromise devices or steal credentials
  * **Fraud and financial scams** — fake investment offers, advance fee fraud, impersonation of banks or government bodies
  * **Human trafficking** — any content that facilitates trafficking or exploitation
  * **Child sexual abuse material (CSAM)** — zero tolerance; immediately reported to law enforcement
  * **Counterfeit goods** — promoting or selling fake or infringing products
  * **Illegal drugs or controlled substances** — without a verified, licensed exemption
</Accordion>

<Accordion title="Harassment and hate speech">
  You may not use Soneka to:

  * Harass, threaten, or intimidate any individual or group
  * Send hate speech targeting people based on race, ethnicity, religion, gender, sexual orientation, disability, or other protected characteristics
  * Coordinate or incite violence against any person or group
</Accordion>

<Accordion title="Technical abuse">
  You may not attempt to:

  * **Reverse-engineer** Soneka's software, APIs, or infrastructure
  * **Scan for vulnerabilities** or conduct penetration tests on Soneka outside of our authorised bug bounty programme
  * **Circumvent rate limits** or other technical controls
  * Access accounts, data, or systems you are not authorised to access
  * Interfere with the availability or performance of Soneka for other users
</Accordion>

## WhatsApp-Specific Rules

Because Soneka is built on Meta's WhatsApp Business Platform, you must also comply with **Meta's WhatsApp Business Policy** at all times.

<Accordion title="The 24-hour messaging window">
  WhatsApp distinguishes between two types of messages:

  * **Customer service messages** — free-form replies sent within 24 hours of a customer's last inbound message
  * **Template messages** — pre-approved message templates that can be sent at any time (within WhatsApp's rules)

  Once 24 hours have passed since a customer last messaged you, you **must use an approved template** to re-engage them. Sending free-form messages outside this window is a violation of WhatsApp policy.
</Accordion>

<Accordion title="Prohibited industries on WhatsApp">
  Regardless of legality in your jurisdiction, the following categories are **not permitted** on the WhatsApp Business Platform:

  * Adult content and services
  * Firearms, weapons, and ammunition
  * Tobacco and vaping products
  * Unregulated supplements and nutraceuticals
  * Unregulated or unlicensed financial products and investment schemes

  If your business operates in one of these areas, you may not use Soneka to send WhatsApp messages.
</Accordion>

## Opt-In Requirements

<Warning>
  **Every contact you message must have given valid, explicit consent** to receive WhatsApp messages from your business. This is both a Soneka requirement and a WhatsApp policy requirement.
</Warning>

Acceptable methods of obtaining opt-in consent include:

* A **web form** with a clearly labelled, unchecked opt-in checkbox specifically for WhatsApp messages
* **Click-to-WhatsApp ads** where the customer initiates the conversation by clicking your ad
* **SMS or email confirmation** flows where the customer actively confirms their opt-in
* A **customer-initiated conversation** — if a customer messages your WhatsApp number first, you have their consent to respond

Implied consent (e.g., purchasing from you, providing a phone number for a different purpose) is **not** sufficient. You must be able to demonstrate consent for each contact if asked.

## Enforcement

We take violations of this policy seriously. Our enforcement process follows these steps:

<Accordion title="Enforcement escalation">
  1. **Warning** — For a first or minor violation, we will notify you by email and explain what needs to change. You will have an opportunity to remediate.
  2. **Suspension** — If violations continue or are serious in nature, your workspace will be suspended. You retain access to your data but cannot send messages.
  3. **Termination** — Repeated or severe violations will result in permanent account termination. Your data will be available for export for 30 days.
  4. **Law enforcement referral** — Violations involving illegal content (such as CSAM, fraud, or trafficking) will be reported to the appropriate authorities without prior notice.

  We reserve the right to skip steps for serious violations and proceed directly to termination or law enforcement referral.
</Accordion>

<Info>
  To report a violation of this policy by another Soneka user, email [**abuse@soneka.africa**](mailto:abuse@soneka.africa). Reports are treated confidentially.
</Info>