Acceptable Use Policy

This Acceptable Use Policy ("AUP") governs the use of Cimplify's platform and services, including messaging channels such as WhatsApp, Instagram, Telegram, email, and SMS. By using Cimplify, you agree to comply with this policy.

This policy exists to protect you, your customers, and the Cimplify ecosystem. Violations may result in suspension or permanent termination of your account. Where Cimplify acts as a Business Solution Provider for WhatsApp or other messaging platforms, their policies are incorporated by reference and apply in addition to this AUP.

Effective date: April 14, 2026.

You must not use Cimplify to create, store, transmit, or facilitate any of the following:

Criminal Activity. Content that facilitates or organizes criminal activity, including exploiting or causing physical, financial, or other harm to any person.

Terrorism and Organized Crime. Content promoting, supporting, or representing terrorist organizations, organized crime groups, or violent extremist movements.

Illegal Products and Services. Offerings for products or services that are illegal in the jurisdiction where the business operates or where the customer is located.

Fraud and Deception. Content that is fraudulent, misleading, or deceptive, including phishing, scams, impersonation, or misrepresentation of products or services.

Discrimination. Content that wrongfully discriminates against or suggests a preference for or against people because of personal characteristics including race, ethnicity, national origin, religion, gender, sexual orientation, disability, or age.

Sexually Explicit Material. Pornographic, sexually explicit, or nude content.

Intellectual Property Infringement. Content that violates the intellectual property rights of others, including counterfeit goods, pirated media, or unauthorized use of trademarks and copyrighted material.

Malware and Exploits. Software, links, or content designed to damage, disrupt, or gain unauthorized access to systems, devices, or data.

Cimplify does not restrict what lawful products or services you sell through the platform. A bar can sell alcohol, a pharmacy can sell over-the-counter drugs, and a retailer can sell any legal product using Cimplify's POS, website, and order management tools.

However, when you use Meta messaging channels (WhatsApp and Instagram) to communicate about certain categories, additional restrictions apply. These are imposed by Meta and Cimplify is required to enforce them as a Business Solution Provider. Telegram and SMS have their own platform rules, which are generally more permissive — refer to their respective terms of service.

The following restrictions apply specifically to WhatsApp and Instagram messaging:

Alcohol. Messaging about alcohol is permitted only in jurisdictions where Meta allows it (approximately 60 countries). You must comply with local licensing and advertising regulations. Age verification may be required.

Over-the-Counter Drugs. Messaging about OTC drugs is permitted only in jurisdictions where Meta allows it (approximately 70 countries). Must comply with local pharmaceutical advertising regulations.

Online Gambling and Gaming. Messaging about gambling is permitted only in Australia, Japan, Colombia, Mexico, and Peru. Requires prior written approval from Meta. You must provide evidence of valid gambling licenses. Age verification (18+) is required.

Firearms and Ammunition. Messaging about firearms is prohibited on WhatsApp and Instagram in most jurisdictions. Must comply with all local laws.

Medical Products and Devices. Messaging about prescription medications is prohibited on WhatsApp and Instagram. OTC products follow the rules above.

Cryptocurrency and Financial Instruments. Messaging about cryptocurrency, binary options, and speculative financial products is restricted on WhatsApp and Instagram. Must comply with local financial regulations.

Adult Products. Messaging about adult products is restricted on WhatsApp and Instagram. Age verification and local law compliance required.

These restrictions do not prevent you from selling these products through other Cimplify features (POS, website, direct orders) or through non-Meta channels (Telegram, email, SMS). They only apply to what you communicate about through WhatsApp and Instagram.

If you are unsure whether your messaging content falls under a restricted category, contact us at [email protected].

When using Cimplify's messaging features (WhatsApp, Instagram DM, Telegram, SMS, or email), you must comply with the following rules:

Consent and Opt-In. You must obtain explicit opt-in consent from recipients before sending them messages. Recipients must have voluntarily provided their phone number or contact information to you. You must clearly communicate what types of messages the recipient will receive. You must provide a clear and easy mechanism for recipients to opt out at any time.

Opt-Out and Unsubscribe. You must honor opt-out requests promptly, within no more than 24 hours. You must not message customers who have opted out or asked to stop receiving messages. You must provide clear opt-out instructions in your messages or make them easily accessible.

No Spam. You must not send unsolicited bulk messages. You must not send messages unrelated to the purpose for which the customer provided consent. You must not use deceptive subject lines, sender names, or message content.

Message Templates (WhatsApp only). Outside of the 24-hour customer service window on WhatsApp, you may only initiate conversations using approved message templates. WhatsApp reserves the right to review, approve, pause, or reject any message template at any time. Do not use templates in a manner that is inconsistent with their approved purpose. This restriction does not apply to Telegram, email, or SMS.

Human Escalation. When using automated or AI-powered responses, you must provide prompt, clear, and direct escalation paths to a human agent. Acceptable escalation methods include: live agent transfer, phone support, email support, web-based support forms, or in-person support. Automated responses must not prevent or unreasonably delay a customer from reaching a human.

Response Times. You should respond to customer inquiries in a timely manner. Persistent failure to respond to customer messages may result in quality restrictions on your messaging account.

These restrictions are imposed by Meta and apply specifically to WhatsApp and Instagram messaging. Other Cimplify features (POS, website, orders) and other messaging channels (Telegram, email, SMS) are not subject to these restrictions.

Government Entities. Government agencies and departments may use WhatsApp and Instagram messaging through Cimplify for official communications, provided they do so through a registered solution provider and comply with all applicable laws.

Prohibited Political Use on WhatsApp and Instagram. The following entities and individuals may not use WhatsApp or Instagram messaging through Cimplify: political parties and political action committees; politicians, candidates, and their campaign organizations; law enforcement, military, and intelligence agencies; political consulting and lobbying firms acting on behalf of the above.

These entities may still use all other Cimplify platform features, including order management, POS, website builder, and non-Meta messaging channels such as Telegram, email, and SMS.

Customer Data Confidentiality. You must not forward, share, or disclose information from a customer conversation to any other customer. Customer chat data must be treated as confidential between you and the individual customer.

Sensitive Information. You must not request or share through messaging channels: full-length payment card numbers, bank account numbers, national identification numbers (e.g., SSN, national ID), passwords or authentication credentials, or medical records (unless you are a licensed healthcare provider with appropriate consent).

Data Use Limitations. Data obtained from messaging conversations may only be used for purposes reasonably necessary to support the customer relationship. You may not sell, license, or share customer messaging data with third parties for advertising, profiling, or purposes unrelated to the original customer interaction.

Compliance with Privacy Laws. You are responsible for ensuring your use of customer data complies with all applicable privacy and data protection laws, including GDPR, NDPA, POPIA, and other local regulations.

If you use WhatsApp or other messaging channels through Cimplify, you must:

Maintain an accurate and up-to-date business profile. Include valid customer support contact information (at least one of: email address, website, or telephone number). Not impersonate another business or misrepresent the nature of your business. Update your profile promptly when business details change.

Failure to maintain an accurate business profile may result in reduced messaging limits or suspension of your messaging channels.

Cimplify monitors for policy violations through automated systems, partner platform reports, and user complaints. When a violation is identified, we follow a graduated enforcement approach:

Warning. For first-time or minor violations, we will notify you of the issue and provide guidance on how to comply. You will be given a reasonable timeframe to correct the violation.

Temporary Suspension. For repeated violations, serious breaches, or failure to correct a warned violation, we may temporarily suspend your access to specific features or messaging channels. During suspension, you will retain access to your data.

Account Termination. For severe violations, persistent non-compliance, or violations that cause material harm, we may permanently terminate your account. You will receive notice of termination and an opportunity to export your data within 30 days.

Permanent Ban. In cases of fraud, criminal activity, or violations that cause significant harm to customers or the platform, we may prohibit you and your organization from all future use of Cimplify.

Additionally, messaging platforms such as WhatsApp may independently take action against your account, including reducing messaging limits, pausing message templates, or removing your access. Cimplify cannot override enforcement actions taken by partner platforms.

To report a violation of this policy, contact [email protected].