Terms & Conditions

InfyReach Connect provides the following communication platform services:

• Bulk SMS (Transactional, Promotional, OTP) via DLT-registered routes
• WhatsApp Business API — as a Business Solution Provider (BSP) reselling Meta's Cloud API
• RCS (Rich Communication Services) messaging
• Voice IVR and outbound calling solutions
• SMPP Gateway and SMPP Aggregator connectivity
• Lead Generation services

InfyReach Connect provides access to WhatsApp Business API. Your use of WhatsApp API through our platform is additionally governed by Meta's WhatsApp Business Terms of Service, WhatsApp Business Messaging Policy, and the Meta Commerce Policy, all of which are incorporated herein by reference.

2.1 Meta Policy Compliance

By using WhatsApp API services through InfyReach Connect, you agree to:

• Comply with Meta's WhatsApp Business Terms of Service and Business Policy at all times
• Comply with the Meta Commerce Policy for any commerce-related messaging or catalog use
• Accept that Meta retains the right to suspend or restrict any WhatsApp Business Account (WABA) independently, without prior notice to InfyReach Connect or to you
• Acknowledge that message delivery occurs via Meta's infrastructure, and InfyReach Connect is not liable for delivery failures caused by Meta's systems, policies, or enforcement actions

2.2 WhatsApp Commerce Policy — Prohibited Categories

You may not use WhatsApp API services (through InfyReach Connect) to promote, sell, or facilitate the exchange of the following, as prohibited under Meta's Commerce Policy:

• Drugs, controlled substances, or related paraphernalia
• Tobacco, alcohol (outside permitted jurisdictions), and e-cigarettes
• Weapons, firearms, ammunition, or explosives
• Adult content, sexually explicit material, or services
• Gambling, online casinos, or betting services (outside licensed and permitted jurisdictions)
• Counterfeit, fake, or pirated goods
• Multi-level marketing (MLM) or pyramid schemes
• Unsafe supplements, unapproved pharmaceuticals, or miracle cure claims
• Content promoting hate speech, discrimination, or violence
• Any product or service that violates applicable Indian law

2.3 WABA Account Limits & Quality Rating

WhatsApp Business Accounts are subject to Meta-defined messaging tier limits (Tier 1 / Tier 2 / Tier 3), quality ratings, and phone number restrictions. InfyReach Connect does not control these limits. Violations of Meta's policies may result in quality rating degradation, messaging restrictions, or permanent account suspension by Meta.

2.4 AI & Automation Restrictions

As per Meta's updated WhatsApp Business Solution Terms (effective January 15, 2026): AI providers whose primary function is to offer standalone AI assistants or chatbots may not use WhatsApp Business API as a distribution channel. WhatsApp Business data must not be used to train, fine-tune, or develop any AI or machine learning models for external use. You are responsible for ensuring your use of automation through our platform complies with this requirement.

• Ensure full compliance with TRAI, DLT, and all applicable Indian telecom regulations for SMS and voice services
• Ensure all message recipients have provided valid, documented consent (opt-in) before being contacted via any channel
• Maintain accurate DLT registrations — including Principal Entity (PE) registration, Sender ID, and template registrations — for all SMS communications
• Ensure your business entity, use case, and message content comply with Meta's WhatsApp Business Policy before initiating WhatsApp API campaigns
• Maintain strict confidentiality of API keys, SMPP bind credentials, login credentials, and access tokens; immediately report any suspected compromise to InfyReach Connect
• Ensure that all content sent through our platform is accurate, lawful, non-deceptive, and does not infringe upon any third-party intellectual property rights
• Retain records of opt-in consent — including timestamp, source, and consent wording — for a minimum of 3 years, as may be required by regulatory authorities

Compliance with opt-in and opt-out requirements is your sole responsibility as the entity using our platform to communicate with end users. InfyReach Connect acts solely as a technology intermediary.

4.1 Opt-In Requirements

Before sending any business-initiated message via WhatsApp API (or promotional SMS), you must obtain valid opt-in from each recipient. A compliant opt-in must:

• Clearly identify your business name as the entity that will be sending messages
• Specify the communication channel (WhatsApp, SMS, etc.) and the categories of messages the user will receive (e.g., marketing offers, order updates, OTPs, appointment reminders)
• Be obtained through an affirmative user action — a checked checkbox, form submission, keyword reply, or equivalent — and must not rely on pre-ticked boxes or implied consent
• Comply with all applicable Indian laws, including the DPDPA 2023, and Meta's opt-in requirements for WhatsApp Business API

4.2 Opt-Out Requirements

You must provide recipients with a clear, simple, and functional mechanism to opt out of receiving messages at any time. You are required to:

• Honor all opt-out requests promptly (within 24 hours for SMS; immediately for WhatsApp)
• Cease all further communication to a number that has opted out
• Maintain an updated suppression or DND list and cross-check it before every campaign send
• For SMS: comply with TRAI's National Do Not Disturb (NDND) registry requirements at all times

The following activities are strictly prohibited on InfyReach Connect's platform across all services:

• Sending unsolicited bulk promotional messages (spam) to recipients who have not provided valid opt-in consent
• Phishing, smishing, vishing, or any deceptive, fraudulent, or impersonation-based campaigns
• Sending content that is obscene, defamatory, harassing, threatening, or that promotes violence or discrimination
• Sending content that violates any Indian law, regulation, or court order — including the IT Act 2000, DPDPA 2023, and TRAI regulations
• Misclassifying WhatsApp message templates (e.g., submitting marketing content as utility or authentication templates)
• Using our SMPP gateway or API for route testing, traffic pumping, or SIM-box fraud
• Circumventing, reverse-engineering, or attempting to exploit any part of InfyReach Connect's platform, APIs, or infrastructure
• Sharing API credentials, SMPP bind access, or platform accounts with unauthorized third parties
• Using harvested, purchased, or unverified contact lists without documented opt-in for WhatsApp messaging
• Any activity that causes reputational, financial, or technical harm to InfyReach Connect, telecom operators, Meta, or end users

For WhatsApp Business API, all business-initiated messages must use Meta-approved message templates. For Bulk SMS, all templates must be pre-approved and registered on India's DLT platform by your Principal Entity.

• You are responsible for ensuring templates are submitted under the correct category (Marketing, Utility, Authentication) as defined by Meta. Misclassification is a policy violation and may result in account action by Meta.
• InfyReach Connect facilitates template submission but does not guarantee template approval — this decision rests solely with Meta.
• DLT template registrations for SMS are your responsibility as the registered Principal Entity. InfyReach Connect is not liable for blocked messages due to unregistered or expired DLT templates.
• Approved templates must not be modified in ways that materially alter their content, intent, or category after approval.

InfyReach Connect reserves the right to immediately suspend, restrict, or permanently terminate access to any or all Services — with or without prior notice — in the following circumstances:

• Violation of any provision of these Terms or Meta's WhatsApp Business Policy
• Receipt of complaints, regulatory notices, or operator-level blocks related to your traffic
• Fraudulent activity, misuse of credentials, or attempted exploitation of our infrastructure
• Non-payment of outstanding dues beyond the agreed credit period
• Court order, law enforcement request, or regulatory directive requiring suspension
• Actions by Meta that result in the suspension or restriction of a WhatsApp Business Account associated with your entity

Upon termination, all access to the platform, APIs, and associated data will be revoked. Prepaid credits or unused balances at the time of termination for cause are non-refundable.

Services are offered on a prepaid or postpaid basis as mutually agreed at the time of onboarding. Pricing, credit limits, and billing cycles are communicated separately via your service agreement or onboarding documentation and are subject to change with prior notice of at least 7 days.

• For WhatsApp API services, pricing includes Meta's per-message conversation charges (based on message category and recipient country) plus InfyReach Connect's platform fees. These are billed separately and are subject to Meta's pricing revisions.
• All prices are exclusive of applicable taxes (GST, etc.) unless stated otherwise.
• No refunds are issued for used, expired, or partially consumed credits.
• Billing disputes must be raised in writing within 7 business days of the invoice date. Disputes raised after this window will not be entertained.
• Postpaid clients who exceed agreed credit limits may have services suspended until dues are cleared.

While InfyReach Connect strives to maintain high platform uptime and delivery rates, we do not guarantee uninterrupted or error-free service. We are not liable for service disruptions, delivery failures, or delays arising from:

• Telecom operator-side issues, network congestion, or DLT processing delays
• Meta platform outages, API changes, or enforcement actions affecting WhatsApp Business Accounts
• Scheduled or emergency maintenance windows
• Force majeure events including natural disasters, government actions, cyberattacks, or internet infrastructure failures
• End-user device issues, WhatsApp application restrictions, or recipient-side blocks

When you use InfyReach Connect's WhatsApp Business API services, your messages and associated metadata pass through Meta's Cloud API infrastructure. By using these services, you acknowledge and accept that:

• Meta processes message data through its own infrastructure, subject to Meta's Privacy Policy and WhatsApp Business Terms
• InfyReach Connect does not read, store, or monetize the content of messages sent through the WhatsApp API beyond what is required for delivery reporting and billing
• WhatsApp Business data — including conversation data, contact data, and metadata must not be used by you to create or enhance user profiles, or shared/sold to any third party, as prohibited by Meta's Terms
• InfyReach Connect may share your data with telecom operators, technology partners, regulatory bodies, or law enforcement agencies strictly as required for service delivery, compliance, or legal obligations

For SMS, RCS, and Voice services, message routing may involve third-party telecom operators and aggregators. InfyReach Connect is not responsible for the data handling practices of these upstream carriers beyond our contractual obligations with them.

To the maximum extent permitted by applicable law, InfyReach Connect shall not be liable for any indirect, incidental, consequential, punitive, or special damages, including but not limited to loss of revenue, loss of data, loss of business opportunities, or reputational harm arising out of or in connection with:

• Use of or inability to use our Services
• Service interruptions, delivery failures, or latency
• Actions or inactions by Meta, telecom operators, or other third parties
• Your violation of these Terms, Meta's policies, or applicable law
• Unauthorized access to your account resulting from your failure to secure credentials

In no event shall InfyReach Connect's total aggregate liability to you for any claim arising under these Terms exceed the amount paid by you for the specific Service in the one (1) calendar month preceding the event giving rise to the claim.

All trademarks, platform software, APIs, documentation, dashboards, branding, and proprietary content belong exclusively to InfyReach Connect or its licensors. You are granted a limited, non-exclusive, non-transferable license to use our Services solely for your own business purposes as permitted under these Terms.

Unauthorized copying, redistribution, sublicensing, resale, reverse-engineering, or modification of any part of InfyReach Connect's platform, APIs, or technology is strictly prohibited and may give rise to civil and criminal liability.

These Terms shall be governed by and construed in accordance with the laws of India. Any dispute, claim, or controversy arising out of or relating to these Terms or the use of our Services shall be subject to the exclusive jurisdiction of the courts of competent jurisdiction located in Mumbai, Maharashtra, India.

We encourage you to contact us first to attempt to resolve any dispute informally. If a dispute cannot be resolved informally within 30 days, either party may initiate formal proceedings.

For questions about these Terms, to report a policy violation, or to raise a billing dispute, please contact us through any of the following:

InfyReach Connect reserves the right to update these Terms at any time. Continued use of our Services after any modification constitutes your acceptance of the revised Terms. We will endeavour to notify active clients of material changes via email.