Whatsapp marketing policy

1. Purpose of this Policy 

Galla.app provides WhatsApp Marketing and customer communication tools to help businesses communicate with customers in a lawful, secure, consent-based, and responsible manner. 

The purpose of this Policy is to: 

1. Define acceptable and prohibited use of WhatsApp Marketing through Galla.app. 
2. Protect recipients from spam, fraud, misleading messages, harassment, and unauthorised communication. 
3. Help customers understand their legal and platform-level responsibilities. 
4. Ensure that WhatsApp campaigns are based on valid consent, lawful data collection, and transparent communication. 
5. Reduce the risk of WhatsApp account restriction, template rejection, customer complaints, legal claims, and regulatory action. 
6. Protect Galla.app, Treewalker Digital Private Limited, our customers, subprocessors, messaging providers, and third-party platforms from misuse. 
7. Support responsible use of customer data, contact lists, templates, campaign automation, and messaging analytics. 

2. scope

This Policy applies to all WhatsApp-related services, features, modules, tools, workflows, and integrations provided through or in connection with Galla.app, including: 

1. WhatsApp Marketing campaigns. 
2. WhatsApp Business messaging. 
3. Promotional messages. 
4. Transactional messages. 
5. Utility messages. 
6. Service messages. 
7. Customer support messages. 
8. Broadcast campaigns. 
9. Automated messages. 
10. Template messages. 
11. Session messages. 
12. Campaign scheduling. 
13. Audience segmentation. 
14. Contact import. 
15. Customer lists. 
16. Opt-in and opt-out records. 
17. Message delivery reports. 
18. Campaign analytics. 
19. WhatsApp Business Account integration. 
20. WhatsApp Business Solution Provider integration. 
21. API-based WhatsApp workflows. 
22. Ecommerce WhatsApp notifications. 
23. Retail and POS WhatsApp communication. 
24. Warehouse, order, dispatch, and delivery notifications. 
25. Any other communication sent through WhatsApp using Galla.app. 

This Policy applies to all account owners, admins, users, employees, contractors, agencies, vendors, implementation partners, and representatives who use WhatsApp features through a Customer’s Galla.app account. 

3. Relationship with WhatsApp and Meta

WhatsApp is owned and operated by Meta or its affiliates. Galla.app may provide tools to help Customers use WhatsApp Business communication through authorised providers, APIs, or integrations. 

You acknowledge and agree that: 

1. WhatsApp and Meta are third-party platforms. 
2. WhatsApp Business usage is subject to WhatsApp/Meta terms, policies, pricing, rules, quality systems, and account controls. 
3. WhatsApp or Meta may approve, reject, pause, restrict, suspend, disable, or limit business accounts, phone numbers, message templates, campaigns, categories, or message delivery. 
4. WhatsApp or Meta may change policies, pricing, rules, message categories, template requirements, quality ratings, and usage limits from time to time. 
5. Galla.app does not control WhatsApp’s final decision on message delivery, template approval, phone number quality, business verification, account restriction, or recipient-side visibility. 
6. The Customer is responsible for complying with WhatsApp Business terms, WhatsApp Business policy, WhatsApp Business messaging rules, template guidelines, opt-in rules, prohibited content rules, and all applicable laws.

4. Customer Responsibility

The Customer is fully responsible for its WhatsApp marketing activity through Galla.app. 

The Customer is responsible for: 

1. Lawful collection of recipient contact details. 
2. Obtaining valid consent where required. 
3. Maintaining proof of opt-in where required. 
4. Sending messages only to recipients who have agreed to receive such communication. 
5. Ensuring that message content is lawful, accurate, truthful, and not misleading. 
6. Ensuring that message frequency is reasonable. 
7. Providing clear opt-out or unsubscribe options where required. 
8. Honouring opt-out and withdrawal requests promptly. 
9. Ensuring that contact lists are not purchased, scraped, stolen, unauthorised, or unlawfully collected. 
10. Ensuring that campaigns comply with WhatsApp/Meta policies. 
11. Ensuring that campaigns comply with applicable data protection, consumer protection, telecom, ecommerce, advertising, and marketing laws. 
12. Ensuring that the business identity shown in WhatsApp messages is accurate. 
13. Handling recipient complaints. 
14. Monitoring blocks, complaints, opt-outs, and campaign quality. 
15. Maintaining internal approval and review processes for campaigns. 
16. Ensuring that account users do not misuse WhatsApp features. 
17. Training staff and marketing teams on responsible messaging practices. 
18. Verifying that uploaded contacts have been collected for lawful and relevant business purposes. 

Galla.app provides software tools. It does not certify, verify, or guarantee that the Customer’s contact lists, message content, consent records, offers, products, campaigns, or marketing practices comply with law or WhatsApp policies. 

5. Consent and Opt-In Requirements

Customers must send WhatsApp marketing messages only to recipients who have provided valid consent or where communication is otherwise lawfully permitted. 

Consent should be: 

1. Freely given. 
2. Specific. 
3. Informed. 
4. Clear. 
5. Recorded where required. 
6. Linked to the relevant business or brand. 
7. Related to the type of communication being sent. 
8. Capable of being withdrawn. 

Examples of acceptable opt-in sources may include: 

1. Website forms. 
2. Ecommerce checkout consent. 
3. Retail billing consent. 
4. Loyalty programme registration. 
5. Customer support form. 
6. Lead form. 
7. Event registration. 
8. QR code sign-up. 
9. Written consent. 
10. App registration. 
11. Subscription form. 
12. In-store consent. 
13. Customer-initiated WhatsApp conversation, where legally sufficient for the relevant communication. 
14. Any other lawful and auditable consent method. 

Consent should clearly inform the recipient that they may receive WhatsApp communication from the business. 

7. Consent Recordkeeping 

Customers should maintain proper records of recipient consent. 

Consent records may include: 

1. Recipient name. 
2. Mobile number. 
3. Date and time of opt-in. 
4. Source of opt-in. 
5. Method of opt-in. 
6. Consent language shown to the recipient. 
7. Brand or business for which consent was given. 
8. Type of communication consented to. 
9. IP address or device metadata, where applicable. 
10. Form ID, campaign ID, invoice ID, order ID, or transaction reference, where applicable. 
11. Opt-out history. 
12. Consent withdrawal records. 
13. Proof of customer-initiated communication, where applicable. 

Galla.app may provide tools to store or manage some consent-related fields depending on product configuration, but the Customer remains responsible for maintaining legally sufficient records. 

8. Opt-Out and Withdrawal of Consent 

Customers must provide recipients with a reasonable and easy way to opt out of WhatsApp marketing communication where required. 

Examples of acceptable opt-out methods may include: 

1. Replying “STOP”. 
2. Replying “UNSUBSCRIBE”. 
3. Clicking an unsubscribe link, where available. 
4. Contacting customer support. 
5. Updating communication preferences. 
6. Using an in-app preference centre, where available. 
7. Asking the business not to send further promotional messages. 
8. Customers must: 
9. Honour opt-out requests promptly. 
10. Stop sending promotional messages to opted-out recipients. 
11. Maintain opt-out records. 
12. Avoid re-uploading opted-out contacts into future campaigns. 
13. Avoid using alternate phone numbers or accounts to bypass opt-outs. 
14. Avoid misleading recipients into continuing communication. 
15. Ensure internal teams respect opt-out status. 

Transactional or service messages may still be sent where legally permitted and necessary, but Customers should carefully separate promotional communication from transactional communication. 

9. Opt-Out and Withdrawal of Consent 

WhatsApp messages may be categorised by WhatsApp/Meta or messaging providers based on message purpose. 

Common message types may include: 

1. Marketing messages. 
2. Utility messages. 
3. Authentication messages. 
4. Service or customer support messages. 
5. Transactional updates. 
6. Order updates. 
7. Payment updates. 
8. Delivery updates. 
9. Appointment reminders. 
10. Customer care responses. 

The Customer is responsible for choosing the correct message category and ensuring that the message purpose matches the category. 

Misclassifying messages to avoid charges, approval rules, consent requirements, or platform restrictions is prohibited. 

10. Template Messages 

WhatsApp may require pre-approved templates for certain types of messages. 

Customers must ensure that templates: 

1. Are truthful. 
2. Are clear. 
3. Are not misleading. 
4. Do not contain prohibited content. 
5. Match the actual message purpose. 
6. Use the correct category. 
7. Are not designed to bypass WhatsApp rules. 
8. Do not include fake urgency, false discounts, or deceptive claims. 
9. Do not impersonate another brand or entity. 
10. Do not include unlawful or unauthorised content. 
11. Do not include sensitive data unless necessary and lawful. 
12. Do not violate intellectual property rights. 

Template approval by WhatsApp or a provider does not mean that the message is legally compliant. The Customer remains responsible for legal and policy compliance. 

11. Prohibited Message Content 

Customers must not send messages through Galla.app that contain or promote: 

1. Illegal goods or services. 
2. Counterfeit products. 
3. Stolen goods. 
4. Fraudulent offers. 
5. Phishing links. 
6. Malware or harmful files. 
7. Fake investment schemes. 
8. Pyramid schemes or Ponzi schemes. 
9. Misleading financial claims. 
10. Gambling, betting, lottery, or casino services where not legally permitted. 
11. Drugs, narcotics, or controlled substances. 
12. Weapons, ammunition, explosives, or dangerous items. 
13. Hate speech. 
14. Harassment. 
15. Threats. 
16. Violence. 
17. Terrorism or extremist content. 
18. Sexually exploitative content. 
19. Child sexual abuse material. 
20. Adult sexual services. 
21. Human trafficking. 
22. Illegal recruitment or forced labour. 
23. False medical claims. 
24. False health cures. 
25. Fake documents. 
26. Bribery or corruption. 
27. Tax evasion schemes. 
28. Money laundering. 
29. Unauthorised lending or financial services. 
30. Content that violates WhatsApp/Meta policies. 
31. Content that violates applicable law. 

12. Prohibited Messaging Practices 

Customers must not use Galla.app to: 

1. Send spam. 
2. Send unsolicited promotional messages. 
3. Send messages to recipients without consent. 
4. Send excessive messages. 
5. Send repetitive or irrelevant messages. 
6. Send misleading messages. 
7. Send deceptive discounts or offers. 
8. Send messages that hide material terms. 
9. Send messages using fake business identity. 
10. Impersonate another business. 
11. Misrepresent affiliation with a brand, government body, marketplace, payment provider, bank, or logistics provider. 
12. Use link shorteners to hide harmful or deceptive links. 
13. Send phishing messages. 
14. Send malware links. 
15. Use WhatsApp for harassment or intimidation. 
16. Use WhatsApp for political manipulation or unlawful influence. 
17. Bypass recipient blocks or opt-outs. 
18. Rotate phone numbers to avoid restrictions. 
19. Use multiple accounts to bypass policy enforcement. 
20. Use automation to send unauthorised messages. 
21. Scrape WhatsApp users. 
22. Harvest phone numbers. 
23. Create fake engagement. 
24. Manipulate quality ratings. 
25. Encourage recipients to ignore warnings or security prompts. 
26. Evade WhatsApp bans or restrictions. 
27. Send messages that create high complaint or block rates. 

13. Business Identity and Sender Transparency 

Customers must clearly and accurately identify their business in WhatsApp communication. 

Customers must not: 

1. Use a false business name. 
2. Use a misleading sender identity. 
3. Use another company’s brand without permission. 
4. Misrepresent partnership with Galla.app, Treewalker Digital Private Limited, WhatsApp, Meta, banks, payment gateways, marketplaces, courier companies, government bodies, or any third party. 
5. Use fake verification claims. 
6. Use fake certification claims. 
7. Mislead recipients about who is contacting them. 
8. Hide the commercial nature of promotional messages. 
9. Use deceptive profile images, display names, or descriptions. 

The WhatsApp Business profile should be accurate and should match the Customer’s real business identity. 

14. Retail and POS WhatsApp Use Cases 

Customers may use Galla.app to send WhatsApp messages related to retail and POS workflows, such as: 

1. Invoice sharing. 
2. Payment confirmation. 
3. Order confirmation. 
4. Return or exchange update. 
5. Loyalty update. 
6. Offer communication. 
7. Store announcement. 
8. Customer support response. 
9. Product availability update. 
10. Service notification. 

Customers must ensure that: 

1. Customer phone numbers are lawfully collected. 
2. Promotional messages are sent only with consent where required. 
3. Invoice or transaction messages are sent only to the correct customer. 
4. Sensitive billing details are not unnecessarily exposed. 
5. Messages do not contain misleading price, discount, warranty, or product claims. 
6. Customer records are not used for unrelated campaigns without proper consent. 

15. Warehouse, Order, and Delivery WhatsApp Use Cases 

Customers may use WhatsApp communication for warehouse, order, dispatch, logistics, and delivery workflows, such as: 

1. Order dispatch update. 
2. Delivery status update. 
3. Shipment tracking. 
4. Pickup confirmation. 
5. Return pickup update. 
6. Delivery recipient notification. 
7. Vendor coordination. 
8. Warehouse exception alert. 
9. Business contact update. 
10. Support communication. 

Customers must ensure that: 

1. Recipient data is accurate. 
2. Delivery information is shared only with authorised recipients. 
3. Messages do not reveal unnecessary personal or commercial information. 
4. Logistics and order information is not sent to the wrong person. 
5. Communication is relevant to the transaction or consented purpose. 
6. Contact data is not reused for unrelated promotional campaigns without consent. 

16. Ecommerce WhatsApp Use Cases 

Customers may use Galla.app or related ecommerce services to send WhatsApp communication for: 

1. Order confirmation. 
2. Payment confirmation. 
3. Abandoned cart reminders, where lawful. 
4. Shipping updates. 
5. Delivery updates. 
6. Return and refund updates. 
7. Product recommendations, where consented. 
8. Offers and promotions, where consented. 
9. Customer support. 
10. Review requests, where permitted. 
11. Back-in-stock alerts, where consented. 
12. Wishlist or price-drop alerts, where consented. 

Customers must ensure that ecommerce WhatsApp communication complies with: 

1. Consumer protection requirements. 
2. Ecommerce platform rules. 
3. Payment gateway rules. 
4. Marketplace rules, where applicable. 
5. Product advertising rules. 
6. Privacy and consent requirements. 
7. WhatsApp/Meta policies. 

Customers are responsible for product claims, pricing, offers, return/refund wording, warranty statements, and customer-facing commitments. 

17. Regulated Goods and Services 

Customers using WhatsApp Marketing for regulated goods or services must ensure that they have all required permissions, licences, approvals, and legal basis. 

Regulated categories may include: 

1. Medicines and healthcare products. 
2. Medical devices. 
3. Food products. 
4. Nutraceuticals. 
5. Cosmetics. 
6. Financial services. 
7. Insurance. 
8. Lending. 
9. Jewellery and precious metals. 
10. Age-restricted products. 
11. Chemicals and hazardous goods. 
12. Electronics or certified products. 
13. Imported goods. 
14. Products requiring statutory labelling or compliance. 

Treewalker Digital Private Limited may restrict or prohibit WhatsApp Marketing for certain high-risk categories even if the Customer believes such activity is lawful.

18. Prohibited Business Categories 

Customers must not use Galla.app WhatsApp Marketing for illegal or prohibited business categories. 

Prohibited categories include: 

1. Illegal drugs or narcotics. 
2. Counterfeit goods. 
3. Stolen goods. 
4. Weapons, firearms, ammunition, or explosives. 
5. Human trafficking or exploitation. 
6. Adult sexual services. 
7. Child exploitation or abuse. 
8. Terrorism or extremist activity. 
9. Hate groups or violent organisations. 
10. Fake documents or forged certificates. 
11. Fraudulent financial schemes. 
12. Money laundering or hawala. 
13. Bribery or corruption. 
14. Unauthorised gambling or betting. 
15. Phishing or scam operations. 
16. Malware or hacking services. 
17. Illegal surveillance or spyware. 
18. Products or services prohibited by WhatsApp/Meta. 
19. Products or services prohibited by payment gateways, marketplaces, ecommerce platforms, logistics providers, or applicable law. 
20. Any business activity that creates unacceptable legal, reputational, security, or compliance risk for Galla.app. 

19. Contact Import Rules 

When importing contacts into Galla.app for WhatsApp Marketing, Customers must ensure that: 

1. Contacts were collected lawfully. 
2. Contacts belong to the Customer’s own business relationship or lawful marketing audience. 
3. Contacts have provided consent where required. 
4. Contacts are relevant to the campaign. 
5. Opted-out contacts are removed. 
6. Duplicate or outdated contacts are cleaned. 
7. Wrong numbers are removed. 
8. Children’s contact data is not used unlawfully. 
9. Sensitive personal data is not included unnecessarily. 
10. Uploaded files are secure and access-controlled. 
11. Imported data is not shared with unauthorised users. 

Customers must not upload bulk lists without checking consent status and source legitimacy. 

20. Audience Segmentation Rules 

Customers may segment recipients based on business data available in Galla.app, such as purchase history, store location, product interest, order status, loyalty status, or campaign engagement. 

Customers must ensure that segmentation: 

1. Is lawful. 
2. Is relevant to the recipient’s relationship with the business. 
3. Does not use unlawfully collected data. 
4. Does not unfairly discriminate. 
5. Does not target vulnerable individuals improperly. 
6. Does not use sensitive data without lawful basis. 
7. Does not mislead recipients. 
8. Does not violate privacy notices or consent scope. 

Customers should avoid excessive profiling or invasive targeting.

21. Frequency and Campaign Volume

Customers must maintain reasonable message frequency. 

Customers should avoid: 

1. Sending too many messages in a short time. 
2. Repeating the same offer excessively. 
3. Sending messages late at night or at inappropriate times. 
4. Sending irrelevant campaigns. 
5. Sending campaigns to inactive or unengaged recipients repeatedly. 
6. Ignoring high block, complaint, or opt-out rates. 
7. Using multiple templates to push the same message repeatedly. 
8. Sending promotional messages to transactional audiences without consent. 

Galla.app may apply rate limits, sending limits, campaign limits, throttling, or manual review for high-volume campaigns.

22. Message Timing 

Customers should send WhatsApp Marketing messages at reasonable times. 

Customers should consider: 

1. Recipient time zone. 
2. Local business hours. 
3. Festival or holiday sensitivity. 
4. Customer preference. 
5. Urgency and relevance. 
6. Campaign category. 
7. Applicable legal restrictions. 
8. WhatsApp or provider limits. 

Messages that disturb recipients, generate complaints, or cause high blocks may result in restrictions

23. Links, Attachments, and Media 

Customers must ensure that links, attachments, images, PDFs, videos, catalogues, and other media shared through WhatsApp are safe and lawful. 

Customers must not send: 

1. Malware links. 
2. Phishing links. 
3. Fake payment links. 
4. Harmful attachments. 
5. Misleading landing pages. 
6. Fake login pages. 
7. Unauthorised copyrighted media. 
8. Obscene or exploitative content. 
9. Files containing sensitive data sent to the wrong recipient. 
10. Links that redirect to prohibited goods or services. 
11. Shortened links used to hide harmful destinations. 

Customers are responsible for the content and safety of all links and media sent through their campaigns. 

24. Payment Links and Financial Messages

Customers using WhatsApp to send payment links, invoices, payment reminders, refund updates, or financial communication must ensure that: 

1. Payment links are genuine. 
2. Payment gateway details are accurate. 
3. Amounts are correct. 
4. Recipient identity is verified where required. 
5. Messages are not misleading. 
6. Refund or cancellation terms are clear. 
7. Messages do not imitate banks, government bodies, or payment providers. 
8. Messages do not request OTPs, UPI PINs, passwords, or sensitive payment credentials. 
9. Financial offers comply with applicable law. 
10. Customers do not send unauthorised lending, investment, insurance, or trading messages. 

Galla.app must not be used for financial fraud, phishing, fake payment collection, or unauthorised financial promotion. 

25. Data Protection Requirements 

Customers using WhatsApp Marketing through Galla.app must comply with applicable data protection laws. 

Customers must: 

1. Process personal data only for lawful purposes. 
2. Provide privacy notices where required. 
3. Obtain consent where required. 
4. Maintain consent and opt-out records where required. 
5. Use personal data only for disclosed purposes. 
6. Avoid excessive or unnecessary data collection. 
7. Protect recipient data from unauthorised access. 
8. Restrict internal access to contact lists and campaigns. 
9. Delete or update personal data where required. 
10. Respond to data principal or data subject requests. 
11. Not sell or misuse recipient data. 
12. Not combine data in a way that violates privacy obligations. 

Treewalker Digital Private Limited may process WhatsApp-related data as a processor/service provider on behalf of the Customer, as described in the Data Processing Addendum

26. Data Processed for WhatsApp Marketing 

Depending on usage, Galla.app may process the following data for WhatsApp Marketing: 

1. Recipient name. 
2. Recipient mobile number. 
3. Customer ID. 
4. Order ID. 
5. Invoice ID. 
6. Campaign name. 
7. Campaign audience. 
8. Message template. 
9. Message content. 
10. Message category. 
11. Delivery status. 
12. Read status, where available. 
13. Failed message status. 
14. Response data. 
15. Opt-in status, where configured. 
16. Opt-out status, where configured. 
17. Consent source, where configured. 
18. Campaign schedule. 
19. User who created or sent the campaign. 
20. WhatsApp Business Account metadata. 
21. Phone number metadata. 
22. API logs. 
23. Error logs. 
24. Provider response logs. 
25. Support and troubleshooting data

27. Subprocessors and Third-Party Providers

WhatsApp Marketing may require use of third-party providers, including: 

1. Meta / WhatsApp. 
2. WhatsApp Business Solution Providers. 
3. Cloud hosting providers. 
4. SMS or email providers, where linked. 
5. Analytics providers. 
6. Support tools. 
7. Error monitoring tools. 
8. Security providers. 
9. Payment gateway providers, where payment links are used. 
10. Ecommerce, CRM, POS, warehouse, or ERP integrations selected by the Customer. 

Use of such providers is governed by the Subprocessor List, Data Processing Addendum, and third-party terms. 

Customers are responsible for reviewing third-party terms and ensuring that they have proper authorisation to use connected accounts.

28. Customer-Controlled Integrations 

If the Customer connects its own WhatsApp Business Account, Business Manager, Business Solution Provider, CRM, ecommerce store, ERP, payment gateway, marketplace, logistics system, or API, the Customer is responsible for: 

1. Authorising the integration. 
2. Maintaining account permissions. 
3. Securing API keys and access tokens. 
4. Reviewing third-party terms. 
5. Ensuring lawful data transfer. 
6. Ensuring correct configuration. 
7. Maintaining provider approvals. 
8. Handling third-party restrictions or suspensions. 
9. Ensuring that connected data is accurate. 
10. Disconnecting integrations that are no longer required. 

Treewalker Digital Private Limited is not responsible for third-party account suspension, policy changes, API changes, pricing changes, downtime, or data handling by customer-controlled third-party services.

29. Quality Ratings, Blocks, and Complaints

WhatsApp and messaging providers may monitor recipient feedback, quality ratings, blocks, reports, opt-outs, complaints, and engagement. 

Customers must monitor campaign health and stop or adjust campaigns that create negative feedback. 

Galla.app may restrict campaigns if we detect: 

1. High block rates. 
2. High complaint rates. 
3. High opt-out rates. 
4. High failure rates. 
5. Suspicious sending behaviour. 
6. Use of unauthorised contact lists. 
7. Misleading content. 
8. Policy violations. 
9. Recipient harm. 
10. Risk of WhatsApp account restriction. 

Customers are responsible for improving message relevance, consent quality, campaign targeting, and complaint handling. 

30. Account Suspension and Feature Restriction 

Treewalker Digital Private Limited may suspend, restrict, disable, or terminate WhatsApp Marketing features if: 

1. The Customer violates this Policy. 
2. The Customer violates the Acceptable Use Policy. 
3. The Customer violates WhatsApp/Meta policies. 
4. The Customer uses unauthorised contact lists. 
5. The Customer sends spam or misleading messages. 
6. The Customer receives high complaint, block, or opt-out rates. 
7. The Customer uses Galla.app for unlawful marketing. 
8. The Customer promotes prohibited goods or services. 
9. The Customer misuses templates or message categories. 
10. The Customer attempts to bypass WhatsApp restrictions. 
11. The Customer creates legal, security, operational, reputational, or regulatory risk. 
12. WhatsApp, Meta, or a messaging provider restricts the account, number, template, or service. 
13. Required third-party access, provider account, or API service becomes unavailable. 
14. Payment is overdue for messaging usage or related services. 

Suspension may occur without prior notice where urgent action is required

31. Template Rejection, Account Restriction, and Delivery Failure

The Customer acknowledges that WhatsApp or messaging providers may reject, pause, restrict, or disable: 

1. Message templates. 
2. Phone numbers. 
3. WhatsApp Business Accounts. 
4. Business verification. 
5. Message categories. 
6. Campaigns. 
7. API access. 
8. Delivery capability. 
9. Quality ratings. 
10. Messaging limits. 

Treewalker Digital Private Limited is not liable for: 

1. Template rejection. 
2. Account restriction. 
3. Phone number suspension. 
4. Quality rating reduction. 
5. Message non-delivery. 
6. Delivery delay. 
7. Provider outage. 
8. WhatsApp or Meta policy changes. 
9. Pricing changes. 
10. Category changes. 
11. Limit changes. 
12. Business verification failure. 

We may provide reasonable support where possible, but final control remains with WhatsApp/Meta or the relevant provider.

32. Pricing and Usage Charges

WhatsApp Marketing may involve additional charges, including: 

1. WhatsApp conversation charges. 
2. Template charges. 
3. Message category charges. 
4. Business Solution Provider charges. 
5. Galla.app platform charges. 
6. API usage charges. 
7. Campaign management charges. 
8. Storage charges. 
9. Support or implementation charges. 
10. Taxes. 
11. Third-party provider charges. 

Pricing may vary based on: 

1. Country. 
2. Message category. 
3. Provider. 
4. Volume. 
5. WhatsApp/Meta pricing changes. 
6. Exchange rate. 
7. Taxes. 
8. Commercial plan. 
9. Subscription terms. 
10. Usage level. 

Customers are responsible for all charges arising from their WhatsApp Marketing usage

33. Campaign Approval and Review 

Galla.app may require manual or automated review of certain campaigns before sending, especially for: 

1. High-volume campaigns. 
2. New accounts. 
3. High-risk businesses. 
4. Regulated categories. 
5. Campaigns with external links. 
6. Campaigns with payment links. 
7. Campaigns with unusually high recipient counts. 
8. Campaigns with prior complaints. 
9. Campaigns involving sensitive topics. 
10. Campaigns flagged by automated systems. 

Campaign review by Galla.app does not mean that the campaign is legally compliant or approved by WhatsApp/Meta. The Customer remains responsible for compliance. 

34.  User Roles and Internal Controls 

Customers should restrict WhatsApp Marketing access to authorised users. 

Customers should maintain internal controls for: 

1. Campaign creator access. 
2. Campaign approval. 
3. Template approval. 
4. Contact import permission. 
5. Audience export permission. 
6. Message sending permission. 
7. Admin access. 
8. API key access. 
9. Integration management. 
10. Opt-out management. 
11. Report access. 
12. Deletion rights. 

Customers are responsible for actions taken by their users, employees, contractors, marketing agencies, or representatives

35.  Agency and Partner Use 

If the Customer allows an agency, consultant, franchisee, reseller, partner, contractor, or third party to use Galla.app WhatsApp Marketing features on its behalf, the Customer remains responsible for that third party’s actions. 

The Customer must ensure that such third parties: 

1. Follow this Policy. 
2. Follow WhatsApp/Meta policies. 
3. Use only authorised contact lists. 
4. Maintain confidentiality. 
5. Do not misuse Customer Data. 
6. Do not export or sell recipient data. 
7. Do not send unauthorised campaigns. 
8. Do not create misleading content. 
9. Follow internal approvals. 
10. Stop using access when the engagement ends.

36. Campaign Data, Reports, and Analytics 

Galla.app may provide reports and analytics related to WhatsApp Marketing, such as: 

1. Sent count. 
2. Delivered count. 
3. Read count. 
4. Failed count. 
5. Reply count. 
6. Opt-out count. 
7. Campaign status. 
8. Template status. 
9. Contact status. 
10. Error reason. 
11. Provider response. 
12. Engagement metrics. 
13. Message cost. 
14. Campaign performance. 

Reports and analytics are provided for business convenience. Customers should independently verify important campaign, billing, compliance, or customer communication data before relying on it.

37. Data Retention 

WhatsApp Marketing data may be retained as described in our Privacy Policy, Data Processing Addendum, and Data Retention and Deletion Policy. 

Retention may apply to: 

1. Contact records. 
2. Campaign records. 
3. Message templates. 
4. Delivery logs. 
5. Response logs. 
6. Consent records, where configured. 
7. Opt-out records. 
8. API logs. 
9. Error logs. 
10. Billing records. 
11. Support records. 
12. Security logs. 
13. Audit logs. 

Customers should retain consent and opt-out records for as long as required by applicable law, business need, dispute resolution, or audit requirements. 

38. Data Export and Deletion 

Depending on the plan and configuration, Customers may be able to export WhatsApp Marketing data. 

Customers are responsible for: 

1. Exporting data needed for business records. 
2. Protecting exported data. 
3. Deleting unnecessary exported data. 
4. Avoiding unauthorised sharing. 
5. Ensuring that exported data is used only for lawful purposes. 
6. Deleting or suppressing opted-out contacts where required. 

Upon account termination, WhatsApp Marketing data may be retained or deleted as per applicable retention policies and legal requirements

39. Security Requirements 

Customers must protect WhatsApp Marketing data and access. 

Customers must: 

1. Use strong passwords. 
2. Restrict admin access. 
3. Remove inactive users. 
4. Avoid credential sharing. 
5. Protect API keys. 
6. Secure connected accounts. 
7. Secure uploaded contact files. 
8. Avoid sharing contact lists through insecure channels. 
9. Monitor suspicious user activity. 
10. Report suspected compromise immediately. 
11. Revoke access for agencies or contractors after work completion. 
12. Ensure devices used by marketing teams are secure. 

Treewalker Digital Private Limited is not responsible for misuse caused by Customer-side weak passwords, credential sharing, compromised devices, unauthorised users, exposed API keys, or internal misuse. 

40. Abuse Monitoring 

Treewalker Digital Private Limited may monitor WhatsApp Marketing usage to detect and prevent misuse. 

Monitoring may include: 

1. Campaign volume. 
2. Sending frequency. 
3. Contact import activity. 
4. Complaint indicators. 
5. Opt-out indicators. 
6. Template usage. 
7. Delivery failure patterns. 
8. API usage. 
9. Error logs. 
10. Provider warnings. 
11. Account activity. 
12. Suspicious behaviour. 
13. High-risk content patterns. 
14. Reports from recipients or third parties. 

We may investigate suspected violations and take enforcement action where necessary. 

41. Enforcement Actions 

If Treewalker Digital Private Limited believes that a Customer has violated this Policy, we may take one or more actions: 

1. Issue a warning. 
2. Request explanation. 
3. Request proof of consent. 
4. Request contact list source details. 
5. Require corrective action. 
6. Pause a campaign. 
7. Reject a campaign. 
8. Restrict contact import. 
9. Restrict template use. 
10. Restrict WhatsApp Marketing features. 
11. Disable API access. 
12. Apply sending limits. 
13. Suspend WhatsApp-related services. 
14. Suspend the Customer account. 
15. Terminate services. 
16. Notify WhatsApp/Meta or relevant providers where required. 
17. Preserve evidence. 
18. Report unlawful activity to authorities where required. 
19. Take legal action. 

We may take immediate action without prior notice if urgent action is needed to prevent spam, fraud, harm, data misuse, platform abuse, security risk, legal risk, or third-party enforcement.

42. Proof of Compliance 

Treewalker Digital Private Limited may ask Customers to provide proof of compliance, including: 

1. Consent records. 
2. Contact list source. 
3. Campaign purpose. 
4. Privacy notice. 
5. Opt-out process. 
6. Template approval details. 
7. Product or offer details. 
8. Business licence, where relevant. 
9. Regulatory approval, where relevant. 
10. Customer complaint response. 
11. Internal approval records. 
12. Corrective action plan. 

Failure to provide reasonable proof may result in restriction or suspension of WhatsApp Marketing features. 

43. Reporting Misuse 

Anyone may report misuse of Galla.app WhatsApp Marketing features. 

Examples of misuse include: 

1. Spam. 
2. Unauthorised messages. 
3. Fraudulent messages. 
4. Phishing. 
5. Misleading offers. 
6. Impersonation. 
7. Harassment. 
8. Prohibited content. 
9. Unlawful product promotion. 
10. Data misuse. 
11. Repeated messages after opt-out. 
12. Suspicious payment links. 

Reports may be sent to: 

Support Email: support@galla.app
Legal Email: legal@treewalkerlabs.com 

Please include screenshots, phone number, message content, sender details, date and time, campaign link if available, and any other useful information. 

44. Appeals 

If WhatsApp Marketing features are suspended or restricted, the Customer may request review. 

The appeal should include: 

1. Customer name. 
2. Account details. 
3. Campaign details. 
4. Reason for appeal. 
5. Consent proof. 
6. Contact list source. 
7. Corrective actions taken. 
8. Confirmation of future compliance. 
9. Any supporting evidence. 

Treewalker Digital Private Limited may approve, reject, or conditionally restore access at its discretion. 

Restoration is not guaranteed, especially in cases involving spam, fraud, unlawful marketing, high complaint rates, WhatsApp/Meta restrictions, or repeated violations.

45. Customer Indemnity 

The Customer agrees to defend, indemnify, and hold harmless Treewalker Digital Private Limited, its directors, officers, employees, contractors, affiliates, suppliers, vendors, subprocessors, and partners from any claims, complaints, penalties, damages, losses, liabilities, regulatory actions, costs, and expenses arising from: 

1. Customer’s violation of this Policy. 
2. Customer’s violation of WhatsApp/Meta policies. 
3. Customer’s unlawful marketing communication. 
4. Customer’s failure to obtain consent. 
5. Customer’s use of purchased, scraped, stolen, or unauthorised contact lists. 
6. Customer’s failure to honour opt-outs. 
7. Customer’s misleading, fraudulent, harmful, or prohibited messages. 
8. Customer’s promotion of illegal or restricted goods or services. 
9. Customer’s privacy law violations. 
10. Customer’s consumer protection violations. 
11. Customer’s ecommerce or product claim violations. 
12. Customer’s financial, payment, or offer-related fraud. 
13. Recipient complaints. 
14. WhatsApp account restrictions caused by Customer conduct. 
15. Third-party claims arising from Customer campaigns. 
16. Misuse by Customer’s users, employees, agencies, partners, or contractors. 

46. No Guarantee of Results 

Treewalker Digital Private Limited does not guarantee: 

1. Message delivery. 
2. Read rates. 
3. Response rates. 
4. Conversion rates. 
5. Sales. 
6. Leads. 
7. Customer retention. 
8. WhatsApp template approval. 
9. WhatsApp account approval. 
10. Phone number quality rating. 
11. WhatsApp Business verification. 
12. Campaign performance. 
13. Continuity of WhatsApp/Meta services. 
14. Availability of third-party providers. 
15. Compliance of Customer content or contact lists. 

Marketing success depends on Customer data quality, consent quality, campaign relevance, message content, WhatsApp rules, recipient behaviour, product offering, timing, and third-party platform performance. 

47. Changes to this Policy 

Treewalker Digital Private Limited may update this Policy from time to time to reflect: 

1. Changes in Galla.app features. 
2. Changes in WhatsApp/Meta policies. 
3. Changes in laws or regulations. 
4. Changes in data protection requirements. 
5. Changes in marketing rules. 
6. Changes in provider requirements. 
7. New abuse patterns. 
8. New product modules. 
9. Operational or security updates. 

When we update this Policy, we will revise the “Last Updated” date. If changes are material, we may notify Customers through email, dashboard notice, website notice, or other reasonable means. 

Continued use of WhatsApp Marketing features after the updated Policy becomes effective means the Customer accepts the updated Policy. 

48. Contact information

For questions about this WhatsApp Marketing Policy, contact: 

Treewalker Digital Private Limited
Product: Galla.app
Registered Office: Vikas Plaza.38/ 1A (4), Kanappana Agrahara, Hosur Rd, Phase II, Electronic City, Bengaluru, Karnataka 560100
Legal Email: legal@treewalkerlabs.com
Support Email: support@galla.app
Phone: +91-6366-740-274
CIN: U72900KA2021PTC153840
GSTIN: 29AAICT9733E1ZX 

44. Related Policies

This WhatsApp Marketing Policy should be read together with: 

1. Terms of Service. 
2. Privacy Policy. 
3. Cookie Policy. 
4. Data Processing Addendum. 
5. Subprocessor List. 
6. Acceptable Use Policy. 
7. Security Policy. 
8. Data Retention and Deletion Policy. 
9. SLA and Support Policy. 
10. Responsible Disclosure Policy. 
11. Incident Response Policy. 
12. Refund and Cancellation Policy.