Acceptable Use Policy

Effective date: July 9, 2026

This Acceptable Use Policy (the "AUP") governs your use of the services operated by Esplendor Co ("Esplendor", "we", "us", "our") at esplendorco.com, including our shared team inbox, AI-assisted automation, and the connection of your WhatsApp Business Account ("WABA") and phone numbers through Meta's WhatsApp Cloud API (collectively, the "Service"). This AUP is incorporated into and forms part of our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms of Service.

Esplendor is a WhatsApp Business Platform Tech Provider. Our ability to keep operating, and your ability to keep messaging your customers, depends on strict compliance with Meta's and WhatsApp's rules. A single non-compliant phone number or messaging practice can trigger the suspension or permanent ban of a WABA or phone number by Meta. This AUP is therefore a hard requirement, not a guideline. Read it in full before connecting any number or sending any message.

1. Who this applies to

This AUP applies to every merchant, account owner, administrator, agent, and end user who accesses or uses the Service (each, a "Merchant" or "you"). You are responsible for the acts and omissions of everyone you allow to use your account, and for every message sent from any phone number connected under your account, whether sent manually, by an agent, or by AI automation.

2. Mandatory verifiable opt-in consent

You may only message an end customer on WhatsApp after that customer has given verifiable, prior, opt-in consent to receive WhatsApp messages from your business. This is a precondition for every message you send through the Service. There is no exception.

• Consent must be prior. Consent must be obtained before the first message is sent, never inferred from a past purchase, a scraped list, a bought list, or the mere fact that you hold a customer's phone number.
• Consent must be verifiable. You must be able to demonstrate, on request, how, when, and through which channel each customer opted in (for example, a checkout checkbox, a web form, a signed order, or a clear opt-in message). You must retain records of consent and provide them to Esplendor promptly if we ask.
• Consent must be specific. The customer must have understood that they were opting in to receive WhatsApp messages from your business, identified by name, and for the purposes you stated (for example, order confirmation and delivery coordination for cash-on-delivery ("COD") orders).
• Consent is not transferable. You may not rely on consent given to another business, another brand, or a prior owner of the phone number or the WhatsApp asset.

Sending any message to a customer who has not opted in, or who has opted out, is a material breach of this AUP.

3. Phone number provenance rules

The provenance of the phone numbers you connect is the single greatest source of ban risk on the WhatsApp Business Platform. The following rules are strict conditions of using the Service. Connecting a non-compliant number is a clear and terminable breach.

3.1 You may only connect numbers that are clean and yours

You may connect a phone number to the Service only if all of the following are true at the time of connection and remain true for as long as the number is connected. The number:

• is legitimately owned or controlled by you, or by the merchant business on whose behalf you are authorized to act, and you hold all rights necessary to use it on WhatsApp;
• is not recycled or reassigned — it has not been released by a prior subscriber and re-issued to you by a carrier, and it is not a number that previously belonged to another person or business;
• has never been banned, restricted, flagged, rate-limited, or placed under review by Meta or WhatsApp, on any WABA, at any time;
• has never been used for advertising, promotional blasting, cold outreach, or spam, whether by you or by any prior user of the number;
• is not a virtual, VoIP, shared, disposable, or one-time-verification number obtained for the purpose of passing WhatsApp verification; and
• is not already registered to a different WABA or another messaging provider in a way that conflicts with connection to the Service.

A number that fails any one of these tests is a "poisoned" or "high-risk" number. Bringing a recycled, reassigned, previously banned, previously restricted, or previously spam- or advertising-used number to the Service is expressly prohibited and constitutes a material, terminable breach of this AUP and of the Terms of Service, regardless of whether you knew the number's history.

3.2 Onboarding attestation

At onboarding, and again each time you connect a new number, you must expressly attest that each phone number you connect satisfies every requirement in Section 3.1. This attestation is a representation you make to Esplendor, and we rely on it. If the attestation is or becomes untrue, you are in breach. You must not complete onboarding, and must not connect a number, if you cannot truthfully make this attestation.

3.3 Our right to vet, reject, suspend, and disconnect

Esplendor vets phone numbers at onboarding and on an ongoing basis. We reserve the right, at our sole discretion and without prior notice, to:

• reject or refuse to connect any number or WABA;
• require additional proof of ownership, consent, or number history before or after connection;
• suspend, throttle, quarantine, or disconnect any number, WABA, or account that we determine is non-compliant, high-risk, poisoned, recycled, or otherwise a threat to the integrity of the Service or to Meta's platform; and
• report non-compliant numbers and accounts to Meta.

We may take these actions whether or not a violation has been confirmed and whether or not any harm has yet occurred. We are not liable to you for any loss resulting from our exercise of these rights.

4. Prohibited content and uses

You must not use the Service, and must not allow the Service to be used, for any of the following:

• Spam and unsolicited bulk messaging. Sending unsolicited messages, bulk broadcasts to customers who have not opted in, cold outreach, or messages at a volume, frequency, or pattern that is abusive or that generates high block or report rates.
• Prohibited or restricted goods and industries. Promoting, offering, or facilitating the sale of any product, service, or industry prohibited or restricted under the WhatsApp Commerce Policy and the WhatsApp Business and Commerce Policies, including (without limitation) illegal or age-restricted products, drugs, tobacco and vaping products, alcohol where restricted, weapons and ammunition, adult content and services, gambling where restricted, counterfeit goods, and unauthorized financial or supplement products. If a category is restricted, you are responsible for confirming eligibility before messaging.
• Deceptive, harassing, or illegal content. Fraud, scams, phishing, deceptive or misleading claims, false sender identity, harassment, threats, hate speech, or any content that is unlawful in the customer's jurisdiction or yours.
• Impersonation. Impersonating Esplendor, Meta, WhatsApp, another business, a public figure, or any person; or presenting your business under a name, display name, or identity you are not authorized to use.
• Malware and phishing. Distributing malware, viruses, or harmful code; sending links intended to steal credentials, payment data, or personal information; or any other phishing or social-engineering activity.
• Ignoring opt-outs. Continuing to message a customer after they have opted out, or making opt-out difficult, unclear, or ineffective.
• Circumvention. Attempting to evade rate limits, quality ratings, template review, number bans, or any Esplendor, Meta, or WhatsApp control, including by rotating numbers to escape enforcement.

5. Required messaging behaviors

When you use the Service you must at all times:

• Honor opt-out and STOP requests immediately. Treat any reasonable indication that a customer wants to stop hearing from you (including "STOP", "BAJA", "NO", block, or an equivalent) as an opt-out, and stop messaging that customer promptly. You must maintain and respect an internal opt-out list.
• Respect frequency and volume limits. Message only as often as is necessary and expected for the service you provide. Do not over-message. Sustained high block, report, or negative-feedback rates will result in throttling, suspension, or disconnection.
• Use the correct WhatsApp message template categories. Select the correct template category (for example, utility, marketing, or authentication) for each message. Do not miscategorize a marketing message as utility or authentication to avoid policy, cost, or opt-in rules. Marketing templates require valid marketing opt-in.
• Respect the 24-hour customer service window. Outside the 24-hour window that opens when a customer messages you, you may only send messages using approved message templates in the correct category. Do not attempt to send free-form messages outside the window.
• Keep your messaging quality high. Monitor your WhatsApp quality rating and messaging limits and take corrective action when quality drops.

6. Compliance with Meta, WhatsApp, and Shopify policies

Your use of the Service is additionally and independently subject to the platform rules of Meta, WhatsApp, and Shopify, which we incorporate by reference. You must comply with each of the following, as updated from time to time:

• the Meta Platform Terms and Developer Policies;
• the WhatsApp Business Messaging Policy;
• the WhatsApp Business and Commerce Policies, including the WhatsApp Commerce Policy;
• the Shopify API License and Terms of Use and Shopify's Protected Customer Data Requirements, where you connect a Shopify store to the Service; and
• all applicable laws, including data protection, consumer protection, anti-spam, and telemarketing laws in each jurisdiction where your customers are located (including El Salvador, Honduras, Guatemala, and Costa Rica).

Where this AUP and a Meta, WhatsApp, or Shopify policy both apply, you must comply with both; where they conflict, the more restrictive requirement governs. Meta, WhatsApp, and Shopify may change their policies at any time, and such changes bind you automatically upon their effectiveness.

7. Consequences of violation

Violation of this AUP is serious and may cause immediate, irreversible harm to your WABA, your phone numbers, and the wider platform. Accordingly:

• Immediate suspension or termination. We may suspend or terminate your access to the Service, or disconnect any number or WABA, immediately and without prior notice, for any actual or suspected violation of this AUP. For serious violations, including connecting a poisoned, recycled, reassigned, previously banned, or previously spam- or advertising-used number, or messaging without verifiable opt-in consent, we may terminate without any cure period.
• Cooperation with Meta. We will cooperate with Meta and WhatsApp in any investigation or enforcement action, and we may share information about you, your account, your numbers, and your messaging activity with Meta, WhatsApp, and relevant authorities as required or as we deem appropriate to protect the platform.
• No liability to you. Esplendor has no liability to you for any suspension, disconnection, termination, ban, restriction, loss of numbers, loss of data access, lost revenue, or other loss arising out of enforcement action (whether by Esplendor, Meta, or WhatsApp) that results from your violation of this AUP or of any Meta or WhatsApp policy.
• Indemnification. You indemnify and hold Esplendor harmless from and against any claim, loss, fine, or expense arising out of your violation of this AUP, in accordance with the indemnification terms of the Terms of Service.

8. Reporting violations

If you become aware of any violation of this AUP, any compromised number, or any consent or provenance issue affecting a number connected under your account, you must notify us without delay at contacto@esplendorco.com. You may use the same address to report abuse or a suspected violation by another party.

9. Merchant attestation summary

By onboarding, connecting a number, or using the Service, you attest and continuously represent that:

• you have obtained verifiable, prior, opt-in consent from every end customer you message, and you can produce evidence of it on request;
• every phone number you connect is legitimately owned or controlled by you and is not recycled, reassigned, previously banned or restricted, or previously used for advertising or spam;
• you will honor opt-out and STOP requests, respect frequency limits, use correct template categories, and respect the 24-hour customer service window;
• you will not use the Service for any prohibited content or use listed in Section 4;
• you comply, and will continue to comply, with the Meta Platform Terms, WhatsApp Business Messaging Policy, WhatsApp Business and Commerce Policies, the Shopify API License and Terms of Use and Shopify's Protected Customer Data Requirements, and all applicable law; and
• you accept that Esplendor may vet, reject, suspend, disconnect, or terminate as set out in this AUP, and that Esplendor has no liability to you for enforcement resulting from your violation.

A false attestation, or connecting a poisoned or recycled number, is a clear and terminable breach.

10. Changes to this policy

We may update this AUP from time to time to reflect changes in our Service or in Meta's and WhatsApp's requirements. We will post the updated version with a revised effective date, and material changes will take effect as described in the Terms of Service. Your continued use of the Service after an update constitutes acceptance of the updated AUP.

11. Contact

Questions about this AUP may be directed to contacto@esplendorco.com. General, legal, and data protection contact: contacto@esplendorco.com. Operator: Esplendor Co, San Salvador, El Salvador. This AUP is governed by the laws of El Salvador.