WhatsApp Use Policy

This is a template provided for convenience and does not constitute legal advice. Have it reviewed by qualified counsel before publishing.

This policy explains how Konfirm, Inc. (“Konfirm”) uses WhatsApp responsibly and what we expect of merchants who send messages through our platform. It supplements our Terms of Service and Acceptable Use Policy.

Not affiliated with WhatsApp or Meta

Konfirm is an independent product. We are not affiliated with, endorsed by, or sponsored by WhatsApp LLC or Meta Platforms, Inc. “WhatsApp” and related marks belong to their respective owners. Merchants connect numbers they own and control, and all messaging must comply with WhatsApp's own terms and policies in addition to ours.

Transactional messaging only

Konfirm is designed for transactional, customer-care communication — principally confirming cash-on-delivery and other orders a customer has already placed, along with closely related follow-ups (delivery scheduling, address verification, and order status). It is not a tool for unsolicited promotional blasts. Sending marketing to people who have not agreed to receive it is prohibited.

Consent & expectation

Merchants must only message recipients who reasonably expect to hear from them — typically because they just placed an order — and must have any consent required by applicable law. Messages should clearly identify the merchant so the recipient understands who is contacting them and why.

Opt-out handling

Recipients can always ask to stop. Konfirm detects opt-out replies and maintains suppression and do-not-contact lists per organization. Once a recipient opts out, the platform suppresses further automated messages to that number. Merchants must not attempt to circumvent opt-outs.

Sending limits & number safety

To protect both recipients and the health of connected numbers, the platform enforces safety controls, including:

• Per-number daily caps and rate limits.
• Randomized delays between messages to avoid burst patterns.
• Business-hour windows and quiet hours.
• Cooldowns after errors and automatic backoff when risk signals appear.
• A one-click emergency pause and a number-health dashboard.
• Idempotency keys to prevent duplicate messages for the same order.

Reply classification & human handoff

Replies are classified to resolve clear confirmations and cancellations. Ambiguous replies, questions, and low-confidence cases are routed to a human inbox rather than answered blindly. By default the platform classifies and routes; it does not free-reply to customers unless a merchant explicitly enables that behavior.

Auditability

Every render, send, reply, classification, and order-tag change is logged so merchants can review exactly what happened and why. This supports accountability and helps demonstrate that messaging stayed within transactional bounds.

Merchant responsibilities

• Use connected numbers you own and are authorized to use.
• Message only recipients who expect to hear from you.
• Honor opt-outs promptly and keep suppression lists current.
• Comply with WhatsApp's policies and all applicable laws.

Enforcement

Misuse — including spam, ignoring opt-outs, or circumventing sending limits — may result in throttling, suspension, or termination, and may be reported where required. See our Acceptable Use Policy for details.

Contact

Questions about responsible WhatsApp use on Konfirm? Email support@konfirm.app or visit our contact page.