WhatsApp Messaging and Communication Policy

About this policy

GrowNagar sets up and manages WhatsApp solutions for businesses using the official WhatsApp Business Platform provided by Meta. WhatsApp is a trusted, personal space. A customer who gets an unwanted message will block you, report you, and remember it. This policy has two parts:

Part A is for clients who use our WhatsApp solutions (such as broadcasts, chatbots, CRM inbox and automated alerts).
Part B explains how GrowNagar itself communicates with you on WhatsApp, email and other channels.

Note: GrowNagar is an independent company. We work with and integrate the official WhatsApp Business Platform, but we are not Meta, and Meta makes the final decisions on accounts, templates, pricing, limits and verification.

Part A: Rules for clients using our WhatsApp solutions

1. Meta's policies come first

Every business using our WhatsApp solutions must follow the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, the WhatsApp Business Terms of Service and Meta's other applicable terms, as Meta updates them from time to time. Where this policy and Meta's rules differ, Meta's rules apply. You are also responsible for following Indian law, including the DPDP Act, 2023 and consumer protection rules.

2. Opt-in: ask before you message

You must have a customer's clear permission (opt-in) before you send them messages on WhatsApp.
The opt-in must make clear that they will get messages from your business on WhatsApp, and what kind of messages to expect (for example, order updates, fee reminders or offers).
Opt-in can be collected through a website form, a checkbox, a QR code at your shop counter, a click-to-WhatsApp ad, or the customer messaging you first. A pre-ticked box is not real consent.
Keep a record of when and how each person opted in. You may need it if Meta or a customer asks.
Opt-in for one purpose (such as delivery updates) does not automatically cover another (such as festival offers). Ask separately where needed.

3. No spam and no purchased lists

Do not upload contacts bought from data sellers, copied from directories or groups, or taken from another business.
Do not send repeated messages to people who do not respond or engage.
Send messages people actually expect and find useful. Fewer, relevant messages work better than many.

4. Opt-out: make it easy to stop

Every customer must be able to stop your messages easily, for example by replying STOP or tapping an "Unsubscribe" button.
Where we set up automation for you, we configure opt-out keywords (such as STOP, UNSUBSCRIBE or their Marathi or Hindi equivalents, as agreed) so the contact is marked as opted out.
Once someone opts out, do not send them marketing messages again unless they opt back in themselves.
Do not re-add opted-out numbers by uploading them again in a new list.

5. Message templates and Meta's approval

Messages you start (outside the window after a customer's last message) must use templates that Meta has reviewed and approved.
Meta decides whether to approve, reject, pause or re-categorise a template (for example, from Utility to Marketing). We help you write templates that follow the rules, but we cannot guarantee approval.
Templates must be honest and match their category. Do not label a promotional message as an update to pay a lower rate.

6. Charges set by Meta

Meta charges for WhatsApp Business Platform messaging based on its own pricing model (such as per conversation or per message, by category and country). Meta sets these rates and may change them at any time.
These Meta charges are separate from GrowNagar's setup, subscription or management fees. They are passed through to you at cost, or paid by you directly to Meta, as set out in your proposal or invoice. See our Payment and Billing Terms.
There is no such thing as unlimited free WhatsApp messages on the official platform, and we will never promise it.

7. Quality rating, limits and bans

Meta gives each WhatsApp business number a quality rating based on how customers react, such as blocks and reports.
Meta also sets messaging limits on how many people you can message in a day. New numbers usually start with lower limits.
If quality drops, Meta may lower your limits, pause templates, restrict features or ban the number. These are Meta's decisions, and we cannot overturn them.
We can help you watch your quality rating and improve your messaging, but we are not responsible for restrictions caused by how your business uses WhatsApp.

8. Prohibited content and businesses

You must not use our WhatsApp solutions to send or sell anything Meta's Commerce Policy or Indian law does not allow. This includes, for example:

Illegal drugs, weapons, ammunition or explosives.
Tobacco, alcohol, adult content or gambling where not permitted.
Prescription medicines or medical claims that break the rules.
Counterfeit goods, fake documents, or stolen data.
Scams, misleading offers, chain messages or requests for OTPs, card numbers or UPI PINs.
Hate speech, harassment, threats or content that targets any community.
Anything else listed in our Acceptable Use Policy.

9. Verification and the green tick

Meta decides whether a business receives verification or a verified badge (often called the "green tick"), based on its own criteria. We can guide you through the application, but we do not and cannot guarantee verification, a green tick, or a display name approval.

10. No guarantee of delivery

Message delivery depends on Meta's platform, the customer's phone, internet connection and settings, and other factors outside our control. We do not guarantee that every message will be delivered, read or replied to, or that WhatsApp will be available without interruption.

11. Customer data and privacy

Your customers' phone numbers and chats are personal data. You decide how they are used, and you must tell customers how you use their data, for example through your own privacy notice. We handle this data on your behalf as described in our Data Protection and Security Policy.

12. What happens if rules are broken

If we see serious or repeated breaches, such as spam, scams or prohibited content, we may pause campaigns or automations, or suspend the Service, as described in our Acceptable Use Policy. Meta may also act on its own. Charges already incurred with Meta cannot be reversed by us.

Part B: How GrowNagar communicates with you

We follow the same respect we ask of our clients. When you contact us or work with us:

We message you on WhatsApp only if you have contacted us there, shared your number with us for that purpose, or agreed to it.
Service messages (such as project updates, invoice reminders or support replies) are sent to help us deliver what you asked for.
We send promotional messages, such as news about new services, only with your consent, and you can stop them at any time by replying STOP or writing to hello@grownagar.in.
We do not sell or rent your contact details to anyone.
Our only official email addresses are hello@grownagar.in, sales@grownagar.in and support@grownagar.in.

Note: GrowNagar will never ask for your OTP, UPI PIN, card PIN or passwords on WhatsApp, email or a call. If someone claiming to be from GrowNagar asks for these, do not share them, and report it to hello@grownagar.in.

Questions and complaints

For help with your WhatsApp setup, write to support@grownagar.in. To report spam or misuse of our WhatsApp solutions, or to raise a complaint, write to hello@grownagar.in or see our Grievance Redressal page.

Changes to this policy

Meta updates its WhatsApp policies and pricing from time to time, and we will update this page to keep up. The date at the top shows the latest version.