WhatsApp Business Integration Terms of Service

2. 24-Hour Customer Service Window Enforcement

Meta policies mandate that businesses may only respond to customers using free-form text messages within **twenty-four (24) hours** of receiving an inbound customer message (the "Customer Service Window").

• ChatCoat automatically calculates, tracks, and enforces the 24-hour service window for each individual conversation thread.
• Once the 24-hour window expires, free-form messaging is locked in the ChatCoat dashboard. Any subsequent outbound communication requires an approved WhatsApp message template in accordance with Meta pricing and messaging rules.
• Users agree not to attempt to circumvent, bypass, or manipulate customer care window timers or delivery mechanisms.

3. Recipient Consent & Opt-In Obligations

You are solely responsible for ensuring that all communications sent through your connected WhatsApp Business account comply with applicable privacy, anti-spam, and telecommunications laws (including TCPA, CAN-SPAM, and GDPR):

• You must have explicit, valid opt-in consent from recipients before initiating business communication via WhatsApp.
• You must promptly honor all opt-out or unsubscribe requests (such as "STOP", "UNSUBSCRIBE", or customer requests to discontinue messaging).
• You may not send bulk, unsolicited, spam, or misleading messages through the ChatCoat platform.

4. Prohibited Content & Commerce Restrictions

You agree not to use ChatCoat’s WhatsApp integration to promote, sell, distribute, or facilitate any categories prohibited by the WhatsApp Commerce Policy, including but not limited to:

• Illegal drugs, prescription medications, tobacco, or related paraphernalia;
• Weapons, ammunition, explosives, or hazardous materials;
• Adult content, pornography, sexual services, or dating services;
• Unregulated gambling, lottery, or multi-level marketing schemes;
• Deceptive, fraudulent, counterfeit, or misleading business practices.

5. Third-Party Service Dependencies & Disclaimers

ChatCoat relies on the availability, uptime, and rate limits of Meta Platforms, Inc.’s WhatsApp Cloud API. ChatCoat is not liable for message delivery delays, failed deliveries, phone number quality rating downgrades, or temporary service interruptions resulting from Meta API outages, telecom carrier filtering, or customer connectivity issues.

6. Meta Trademark & Non-Affiliation Disclaimer

"WhatsApp" and the WhatsApp logo are trademarks of WhatsApp LLC and Meta Platforms, Inc. ChatCoat is an independent software application that integrates with the Meta WhatsApp Cloud API. ChatCoat is not sponsored, endorsed, affiliated with, or operated by WhatsApp LLC or Meta Platforms, Inc.

7. Suspension and Termination

ChatCoat reserves the right to immediately suspend or revoke your access to the WhatsApp integration features without liability if you violate these WhatsApp Integration Terms, the WhatsApp Business Policy, or Meta Platform Terms, or if Meta notifies ChatCoat of non-compliance or abusive activity associated with your WhatsApp Business Account.