Acceptable Use Policy

Last updated: 28 October 2026

1. Scope

This Acceptable Use Policy ("AUP") applies to every customer, workspace member, and integration that uses TidyChat (the "Service").

It supplements our Terms of Service and forms part of the contractual conditions governing use of the Service.

You are responsible for ensuring that all users and persons acting under your account or workspace comply with this AUP.

2. Messaging Consent and Opt-in

You may only send messages where you have the necessary lawful basis and permissions required by applicable law and the policies of the connected messaging platform.

You must:

Obtain and maintain records of any required consent or opt-in permissions before sending automated, promotional, or bulk messages.
Honour opt-out requests, including "STOP" requests or equivalent expressions of withdrawal, promptly and cease the relevant communications unless a new valid permission is obtained or another lawful basis permits the communication.
Comply with applicable privacy, electronic communications, and marketing laws.
Comply with the policies and requirements of connected messaging platforms, including the WhatsApp Business Messaging Policy and applicable SMS regulations.
Ensure that messaging recipients are not contacted in violation of their stated communication preferences or applicable platform restrictions.

You are responsible for demonstrating compliance with applicable consent and messaging requirements.

3. Prohibited Content and Conduct

You must not use the Service to send, store, distribute, or promote content or engage in activities that:

Are unlawful, defamatory, harassing, hateful, threatening, or incite violence.
Constitute spam, unsolicited bulk messaging, or abusive messaging practices.
Infringe intellectual-property, privacy, or other legal rights.
Involve malware, phishing, fraud, impersonation, or deceptive activities.
Promote goods or services in violation of applicable laws or connected platform policies, including restrictions on regulated products or services.
Intentionally mislead recipients regarding the identity of the sender, the purpose of a message, or the nature of an offered product or service.

Violations may result in restrictions, suspension, or termination in accordance with Section 6.

4. Prohibited Technical Activity

You must not:

Attempt to disrupt, damage, overload, or interfere with the Service or its infrastructure.
Attempt to gain unauthorised access to accounts, systems, networks, or data.
Circumvent security measures, usage limits, rate limits, or access controls.
Reverse-engineer, decompile, or otherwise attempt to derive the Service's source code, except to the extent such restrictions are prohibited by applicable law.
Introduce malicious code or use automated tools to abuse or compromise the Service.
Use the Service in a manner that materially threatens its security, availability, or integrity.

5. Platform Compliance

TidyChat integrates with third-party messaging and communication platforms, including WhatsApp/Meta, SMS providers, and other connected services.

Customers must comply with all applicable policies, terms, and technical requirements of the third-party platforms they use through TidyChat.

Violations of applicable third-party platform policies may also constitute violations of this AUP.

We may investigate or take action based on notices, restrictions, or reports received from third-party platforms where we reasonably believe that continued activity creates a compliance, security, operational, or legal risk.

Third-party platforms may independently restrict or terminate access to their services under their own applicable terms.

TidyChat cannot guarantee the continued availability of third-party integrations where access has been restricted or terminated by the relevant provider.

6. Enforcement, Suspension and Termination

TidyChat reserves the right to investigate suspected violations of this AUP, our Terms of Service, applicable laws, or connected platform policies.

Where we reasonably believe that a violation has occurred or that continued activity presents a material risk to the Service, its users, third parties, or connected platforms, we may take appropriate enforcement measures.

Such measures may include:

Issuing a warning or requesting corrective action.
Temporarily restricting specific features, integrations, or messaging capabilities.
Limiting message volume or sending activity.
Suspending access to an account or workspace.
Removing or restricting access to content where legally permitted.
Terminating an account or access to the Service in cases of serious or repeated violations.

Immediate Action

We may take immediate enforcement action without prior notice where reasonably necessary to:

Prevent or stop spam, fraud, or unlawful activity.
Address a security incident or credible threat.
Prevent harm to other users, third parties, or connected platforms.
Comply with applicable law, regulatory requirements, or binding instructions from competent authorities.
Prevent serious or ongoing violations of this AUP or our Terms of Service.

Proportionality and Notice

Enforcement measures will be determined reasonably, taking into account the nature, severity, frequency, and potential impact of the suspected violation.

Where reasonably practicable, we will provide notice and an opportunity to address the issue before imposing significant restrictions.

Where immediate action is necessary, we may act first and provide an explanation as soon as reasonably practicable, subject to applicable legal and security restrictions.

Any notices, statements of reasons, or procedural safeguards required by applicable law will be provided in accordance with those requirements.

Review of Enforcement Decisions

Customers may request a review of a suspension, restriction, or termination decision by contacting [email protected].

We will consider relevant information provided by the customer and may maintain, modify, or reverse an enforcement measure as appropriate.

Nothing in this Policy limits any mandatory right to challenge an enforcement decision or obtain a remedy under applicable law.

Prepaid Balance and Data

Suspension or termination for violations of this AUP does not automatically result in forfeiture of the customer's remaining unused prepaid balance.

Refunds, lawful deductions, and outstanding service charges are handled in accordance with our Terms of Service, Refund, Billing & Cancellation Policy, and applicable law.

Account closure, workspace deletion, and data retention are governed by our Privacy Policy and Data Processing Agreement.

7. Reporting Abuse

Suspected abuse, unlawful activities, security concerns, or violations of this AUP may be reported to [email protected].

Customers may also use this address to request a review of enforcement decisions.

We may request additional information where reasonably necessary to investigate a report or review a decision.

Reports will be assessed in accordance with applicable law and our internal security and compliance procedures.

8. Changes to This Policy

We may update this Acceptable Use Policy to reflect changes in applicable laws, connected platform requirements, security practices, or the operation of the Service.

Material changes will be published with an updated effective date, and we will provide additional notice where required by applicable law or our contractual obligations.

Where immediate changes are necessary to address security threats, unlawful activity, or mandatory third-party platform requirements, such changes may take effect without advance notice, to the extent permitted by applicable law.

Nothing in this Section limits mandatory customer rights or statutory protections.