Legal

Acceptable Use Policy

Kentora sends messages in your business’s name and works on real customers’ information. These rules keep that safe, legal and welcome. They are part of the Terms of Service.

Version 22 October 2026 · Effective [effective date]

1. WhatsApp messages

  • Consent first. Only message people who agreed to hear from your business on WhatsApp. When you record consent in Kentora (one by one, in bulk or by import) you confirm it is true and that you can show it if asked.
  • Opt-outs are final. Anyone can reply STOP. Kentora stops messaging them at once; do not try to work around an opt-out. Only the person can opt back in.
  • Relevant, expected messages. Payment reminders, order updates, account statements and messages your customers asked for. No unsolicited bulk marketing, chain messages or misleading content.
  • Meta’s rules apply. You must follow the WhatsApp Business Messaging Policy and Commerce Policy, including the rules on message templates, quality and prohibited goods.
  • Business assistants only. Kentora’s agents serve your business and its customers. Do not use them to offer a general-purpose AI chatbot to the public; WhatsApp does not allow it.
  • Quiet hours and frequency. Keep the quiet hours and reminder limits sensible for your customers. Kentora never sends during quiet hours.

2. Data

  • Only bring in data you are allowed to use, and only what you need.
  • Do not upload special categories of personal information (for example health or government ID numbers) unless your business genuinely needs them and the law allows it.
  • Do not use Kentora to collect passwords, card details or other credentials from anyone.

3. Security and fair use

  • Do not try to reach another business’s data, probe or disrupt the Service, get around limits, or share accounts.
  • Do not resell Kentora or use it to build a competing product without our written agreement.
  • Do not use automated sign-ups or throwaway accounts, including to collect welcome credit.

4. The law

Follow the laws that apply to your messages and data, including privacy, anti-spam and consumer laws where you and your customers are (for example Sri Lanka’s Personal Data Protection Act, Australia’s Privacy Act and Spam Act 2003, and US federal and state rules such as the TCPA).

5. If something goes wrong

We may pause an agent, a WhatsApp number or an account that breaks these rules or puts others at risk, and we will tell you why unless the law or safety prevents it. Report abuse to [abuse contact email].