Acceptable Use Policy

1. Introduction

This Acceptable Use Policy governs the use of WhatsApp Business messaging services provided through Primer. It applies to all salon owners and staff who use the platform to communicate with customers via WhatsApp.

2. Scope

This policy applies to:

• All WhatsApp messages sent through the Primer platform
• Template messages (booking confirmations, reminders, etc.) and free-form messages within the 24-hour customer service window
• Both transactional and marketing communications

3. Allowed Message Types

Utility Messages (Transactional)

• Appointment booking confirmations
• Appointment reminders (24 hours and 1 hour before)
• Appointment cancellation notifications
• Appointment rescheduling confirmations
• Payment receipts and confirmations
• Verification codes for customer authentication
• Customer service responses (within 24-hour window after customer initiates)

Marketing Messages (Require Separate Explicit Opt-In)

• Promotional offers and discounts
• New service announcements
• Loyalty program updates
• Birthday and anniversary offers
• Post-service review requests
• Seasonal promotions

4. Prohibited Content

The following content is strictly prohibited:

Spam & Unsolicited Messages

• Bulk messaging to customers who haven't opted in
• Sending messages outside of consented purposes
• Excessive message frequency (more than necessary for service delivery)

Inappropriate Content

• Adult, explicit, or sexual content
• Violence, threats, or harassment
• Discriminatory content (race, gender, religion, etc.)
• Profanity or offensive language

Deceptive Practices

• Misleading claims about services or pricing
• Impersonation of other businesses
• Phishing attempts or malware links
• False urgency or scarcity tactics

Regulated/Illegal Content

• Illegal products or services
• Unlicensed gambling or lottery
• Prescription drugs or controlled substances
• Weapons or explosives
• Counterfeit goods
• Multi-level marketing schemes
• Alcohol or tobacco promotions (unless properly licensed)

Privacy Violations

• Sharing customer data with unauthorized third parties
• Collecting data beyond what's necessary
• Harvesting personal information

5. Consent Requirements

Salons MUST:

• Obtain explicit opt-in consent before sending ANY WhatsApp messages
• Use separate consent checkboxes for transactional vs. marketing messages
• Clearly state the business name when collecting consent
• Specify what types of messages the customer will receive
• Store consent records including timestamp, source, and consent text
• Never use pre-checked consent boxes
• Never bundle WhatsApp consent with other terms acceptance

6. Opt-Out Handling

Salons MUST:

• Honor opt-out requests within 24 hours
• Process STOP, UNSUBSCRIBE, CANCEL, QUIT keywords automatically
• Send a confirmation message when opt-out is processed
• Maintain opt-out records indefinitely
• Never message customers who have opted out
• Provide alternative opt-out methods (phone, email, website)

7. Message Timing & Frequency

Guidelines:

• Marketing messages should not be sent between 9 PM and 9 AM local time
• Appointment reminders: maximum 2 per appointment (24h and 1h before)
• Promotional messages: maximum 4 per month per customer
• Customer service responses: within 24 hours when customer initiates
• Always allow customers to control frequency preferences

8. Quality Standards

Salons must maintain:

• Professional, clear communication
• Accurate business information
• Proper spelling and grammar
• Relevant content for the recipient
• Timely responses to customer inquiries

WhatsApp monitors quality through block rates, report rates, and response times. Poor quality ratings may result in messaging restrictions or account suspension.

9. Enforcement & Violations

Warning System

• First violation: Written warning and required corrective action
• Second violation: Temporary suspension of WhatsApp messaging (7 days)
• Third violation: Permanent disconnection of WhatsApp feature

Immediate Termination (no warnings)

• Sending spam or bulk unsolicited messages
• Prohibited content violations
• Intentional policy circumvention
• Actions that damage Primer's WhatsApp quality rating

10. Salon Responsibilities

By using WhatsApp messaging through Primer, salons agree to:

• Comply with this Acceptable Use Policy
• Comply with WhatsApp Business Policy and WhatsApp Commerce Policy
• Comply with all applicable local laws (GDPR, etc.)
• Train staff on proper messaging practices
• Monitor their own messaging quality
• Report any suspected abuse or security issues

11. Primer's Rights

Primer reserves the right to:

• Monitor messaging activity for policy compliance
• Suspend or terminate WhatsApp access for violations
• Modify this policy with 30 days notice
• Cooperate with Meta/WhatsApp on abuse investigations
• Remove access without refund for serious violations

12. Liability

Salons are solely responsible for:

• Content of messages they send
• Ensuring proper customer consent
• Compliance with applicable laws
• Any claims arising from their messaging practices

Primer is not liable for:

• Message delivery failures
• WhatsApp/Meta service interruptions
• Actions taken by WhatsApp against salon accounts
• Damages arising from policy violations by salons

13. Updates to This Policy

We may update this policy to reflect:

• Changes in WhatsApp/Meta requirements
• Changes in applicable laws
• Improvements to our services

Salons will be notified of material changes via email and dashboard notification. Continued use after changes constitutes acceptance.

14. Contact

For questions about this policy or to report violations: