What you can do on Duhbi, what you can't, and how to keep your WhatsApp number healthy.
Last updated: 3 May 2026 · Effective: 3 May 2026
This Acceptable Use Policy ("AUP") forms part of the Terms of Service. It applies to every account, every team member, and every message sent through Duhbi.
Quality rating warning
WhatsApp tracks your number's quality rating based on how recipients respond — too many "Block" actions, no-replies, or report-as-spam, and Meta will throttle your messaging limits or suspend your number. Duhbi cannot reverse a Meta-side suspension. The rules below exist to keep you on the right side of that rating.
1. Permitted uses
You can use Duhbi for…
Replying to customers who message your WhatsApp Business number first.
Sending order confirmations, shipping updates, delivery reminders, and post-purchase follow-ups to customers who placed an order with you.
Sending marketing or re-engagement messages to recipients who have given valid opt-in and within the windows allowed by Meta's Messaging Policy.
Operating a structured order-intake workflow on a single WhatsApp Business number per business entity (or multiple numbers under separate plans).
Customer support over WhatsApp.
Selling products and services that comply with the WhatsApp Commerce Policy.
2. Prohibited uses
You may not use Duhbi to…
Send unsolicited bulk messages ("spam") to recipients who haven't given valid opt-in.
Scrape, buy, or rent phone-number lists and broadcast to them.
Send messages outside the 24-hour service window without an approved utility, marketing, or authentication template.
Sell products or services that violate the WhatsApp Commerce Policy, including (but not limited to): adult products, weapons and ammunition, illegal drugs, prescription medications without authorisation, tobacco and e-cigarettes (in restricted markets), live animals, certain financial services, gambling (where prohibited), and counterfeit goods.
Engage in fraud or deception — phishing, fake order confirmations, impersonation of brands or individuals, fake reviews.
Engage in harassment, threats, hate speech, or content that promotes violence against any individual or group.
Send sexually explicit content, nudity, or material that sexualises minors. Any CSAM is reported to authorities immediately.
Distribute malware, viruses, or destructive code.
Reverse engineer, decompile, scrape, or copy the Duhbi platform.
Attempt to circumvent rate limits, security controls, or message-quality safeguards.
Use Duhbi to act on behalf of multiple businesses under a single account without our written approval (agencies — see our partner programme).
Use Duhbi to operate WhatsApp accounts that are not yours or that you don't have explicit authority to operate.
Send messages on behalf of a business that has been previously banned from the WhatsApp Business Platform.
3. Opt-in and consent
Before sending any business-initiated message (template messages outside the 24-hour service window), you must have valid opt-in from the recipient. Valid opt-in includes:
Explicit checkbox or signature on a form where the customer agrees to receive WhatsApp messages from your business.
The customer messaging you first and asking to receive future updates.
An order placed where receiving order updates by WhatsApp is a clearly disclosed part of the transaction.
You must keep records of opt-in and provide them to Meta or to Duhbi on request. Implicit opt-in (such as having someone's number from another channel) is not sufficient.
4. Quality and message hygiene
Reply to customer-initiated messages quickly. Slow replies degrade quality rating.
Don't message a recipient repeatedly if they're not responding — escalating frequency is a top driver of "Block" actions.
Don't use ALL CAPS, excessive emoji, or aggressive sales language.
Send messages in the recipient's expected language. Duhbi defaults to Darija/French/Arabic/English based on what the customer writes.
Honour opt-out requests immediately. If a customer says "stop" or "unsubscribe" (in any language), the workflow stops automated outreach to them.
5. Account integrity
One WhatsApp Business number per business entity. If you operate multiple legitimate businesses, contact us at contact@duhbi.com.
Don't share your dashboard login credentials. Add team members through the dashboard's invite system.
Notify security@duhbi.com immediately if you suspect unauthorised access.
6. Reporting abuse
If you believe a Duhbi user is violating this policy — for example, you've received unsolicited messages from a Duhbi-powered number — please report it to abuse@duhbi.com. Include:
The phone number that messaged you.
The date and time of the message(s).
A screenshot or copy of the message content.
Any other context.
We investigate every credible report. We typically respond within one business day. We do not retaliate against good-faith reporters.
Termination of your account for serious or repeated violations.
Reporting to Meta, law enforcement, or relevant authorities for illegal conduct.
We aim to be reasonable and explain what we found before taking permanent action — except in cases of clear illegality, fraud, or risk to other users.
8. Changes
We may update this policy as Meta's policies evolve or as we learn what works to keep accounts safe. Material changes are posted in the dashboard at least 14 days before they take effect.