Acceptable use policy

You may use Souhait Connect only for lawful business purposes.

You must comply with:

• Applicable laws and regulations;
• Data-protection and privacy requirements;
• Consumer-protection requirements;
• Electronic-marketing and anti-spam laws;
• Intellectual-property laws;
• WhatsApp and Meta policies;
• Payment-provider rules; and
• Industry-specific requirements applicable to your organisation.

You must not encourage, facilitate, or assist another person to violate this Policy.

You may contact individuals only where you have a lawful basis and any consent required for the communication.

You must

• Clearly identify your business;
• Explain what communications the person will receive;
• Maintain evidence of consent where required;
• Use approved message templates where applicable;
• Honour opt-out requests promptly;
• Avoid contacting people who have withdrawn consent;
• Provide an accessible method for obtaining human assistance; and
• Ensure that purchased, imported, or uploaded contact lists were obtained lawfully.

You must not

• Send unsolicited bulk messages;
• Purchase, scrape, harvest, or unlawfully obtain contact information;
• Conceal the source or purpose of a message;
• Send deceptive, misleading, or manipulative messages;
• Continue sending promotional messages after an opt-out;
• Artificially rotate numbers or accounts to avoid messaging restrictions; or
• Use Souhait Connect to bypass WhatsApp, Meta, or telecommunications-provider safeguards.

Connecting a WhatsApp number binds you to Meta's rules as well as ours. Where Meta's rules are stricter, Meta's rules govern.

Souhait Connect reaches your customers over the WhatsApp Business Platform, which Meta owns and polices. By connecting a number you agree to comply with the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, and the WhatsApp Business Solution Terms, as Meta publishes and amends them. You are responsible for reading the current versions. We cannot vary them on your behalf, and nothing in this policy or in our terms grants you permission Meta withholds.

Some lawful goods still cannot be sold over WhatsApp

Meta's Commerce Policy restricts categories that may be entirely legal to trade in Ghana. A licence to sell something is not permission to sell it here. The restricted categories include:

• Alcohol;
• Tobacco, vaping products, and smoking paraphernalia;
• Drugs of any kind — prescription, over-the-counter, or recreational — and drug paraphernalia;
• Supplements and weight-loss products;
• Medical and healthcare products, including devices, contact lenses, and test kits;
• Weapons, ammunition, and explosives, whether or not you are licensed to sell them;
• Live animals;
• Human body parts or fluids;
• Adult products and services;
• Real-money gambling;
• Hazardous or dangerous goods and materials; and
• Recalled, stolen, or counterfeit goods.

This is a summary, and Meta amends its policy. The current WhatsApp Commerce Policy governs, not this list. If your catalogue holds anything in or near these categories, read it before you connect a number rather than after Meta acts.

Messaging rules Souhait Connect enforces for you

• You may message a customer freely only within twenty-four hours of their last message to you. Outside that window Souhait Connect will send nothing but a message template Meta has approved for your own account;
• A customer who replies STOP has withdrawn consent. Souhait Connect records it and refuses every further message to that person — yours and your assistant's, template or not — until they ask you to resume; and
• Message templates must be categorised honestly. Meta categorises on what a template says, not on why you sent it, and writing a promotional message in the shape of a utility one to reach somebody outside the window breaches this policy as well as Meta's.

Meta may restrict, suspend, or remove your number on its own evidence and without consulting us. We act on those signals as we receive them: a restricted number stops sending through Souhait Connect and your Channels page tells you why. We cannot appeal Meta's decisions on your behalf.

You must not use Souhait Connect to engage in or promote:

• Fraud, scams, phishing, or impersonation;
• Identity theft or account takeover;
• Malware, ransomware, spyware, or malicious code;
• Unauthorised access to systems or accounts;
• Money laundering or terrorist financing;
• Human trafficking or exploitation;
• Sale or distribution of illegal drugs;
• Illegal weapons or explosives;
• Counterfeit or stolen goods;
• Child sexual abuse or exploitation;
• Non-consensual sexual content;
• Violence, terrorism, or credible threats;
• Harassment, stalking, bullying, or intimidation;
• Discrimination prohibited by law;
• Intellectual-property infringement;
• Unlicensed gambling or unlawful lotteries;
• Deceptive investment or financial schemes;
• Academic cheating or document forgery;
• Circumvention of sanctions or legal restrictions; or
• Any activity that creates a material risk to individuals, Souhait Hub, or third-party platforms.

You must not create, upload, send, request, or distribute content that:

• Is unlawful, fraudulent, defamatory, or threatening;
• Promotes hatred or violence against protected groups;
• Sexually exploits or endangers children;
• Reveals personal data without lawful authority;
• Contains malicious software;
• Facilitates self-harm or physical harm;
• Infringes copyright, trademark, privacy, or other rights;
• Misrepresents an AI system as a specific real person;
• Deceives recipients about the identity of the sender; or
• Is designed to manipulate or exploit vulnerable people.

You must maintain reasonable human oversight of AI-generated communications.

You must not use Souhait Connect’s AI features to:

• Make unlawful discriminatory decisions;
• Make final decisions concerning employment, credit, insurance, housing, healthcare, or legal rights without appropriate review;
• Generate fraudulent documents or evidence;
• Impersonate a real person without authority;
• Mislead recipients about material facts;
• Provide unqualified professional advice as definitive;
• Manipulate people through deceptive or coercive techniques; or
• Produce content prohibited by this Policy.

Where required by law or appropriate to the context, you must tell recipients that they are interacting with an automated or AI-assisted system.

If you operate in a regulated sector, you are responsible for obtaining all licences, approvals, and professional oversight required for your activities.

Souhait Connect must not be treated as a substitute for:

• A licensed medical professional;
• A lawyer;
• A financial adviser;
• A credit provider;
• An emergency service;
• A government authority; or
• Another regulated professional.

You must not use fully automated responses for emergencies or situations where delay or inaccuracy could reasonably result in death, serious injury, unlawful detention, or substantial financial harm.

You may process personal data through Souhait Connect only when you have appropriate authority and a lawful purpose.

You must:

• Publish an appropriate privacy notice;
• Collect only information reasonably necessary for your purpose;
• Apply suitable access controls;
• Respond to privacy-rights requests;
• Delete information when it is no longer required;
• Protect exported information; and
• Notify us promptly of a suspected data breach involving the Services.

You must not request passwords, Mobile Money PINs, full payment-card credentials, or other authentication secrets through automated conversations.

You must not process sensitive personal data unless the processing is lawful, necessary, appropriately secured, and permitted by your agreement with Souhait Hub.

You must not:

• Probe, scan, or test the vulnerability of the Services without written permission;
• Circumvent security controls or rate limits;
• Access another customer’s account or data;
• Share, sell, or expose credentials or access tokens;
• Reverse engineer the Services except where law expressly permits;
• Introduce malware or harmful code;
• Overload or disrupt the platform;
• Use automated means to extract data without permission;
• Falsify technical information or message origins;
• Interfere with monitoring or audit logs;
• Create accounts to avoid enforcement; or
• Use the Services to attack another system.

Good-faith security reports should be sent to security@souhaitconnect.com. If that mailbox has not been created, reports may be sent to support@souhaithub.com.

You may not resell, sublicense, white-label, or commercially provide access to Souhait Connect unless authorised under a written reseller, agency, or partner agreement.

You must not:

• Claim to own Souhait Connect;
• Suggest that your business is officially endorsed by Souhait Hub, Meta, or WhatsApp without permission;
• Remove required attribution or legal notices;
• Misrepresent platform capabilities; or
• Make guarantees about message delivery, AI accuracy, or third-party approvals.

We may investigate suspected violations using account information, logs, customer reports, automated detection, and other reasonably available evidence.

Depending on severity, we may:

• Issue a warning;
• Request corrective action;
• Remove or restrict content;
• Disable an automation or integration;
• Apply messaging or usage limits;
• Suspend users or accounts;
• Terminate access;
• Preserve relevant evidence;
• Notify an affected third-party provider; or
• Report unlawful conduct to competent authorities.

We may act immediately where continued access may cause harm, compromise security, violate law, or threaten our relationship with a third-party provider.

Suspected violations may be reported to:

Include relevant account details, message information, screenshots, and an explanation of the suspected violation.

Do not send passwords, PINs, or complete payment-card information.

We may update this Policy to address new risks, laws, platform rules, or product features.

The revised Policy will be published with an updated date. Continued use after the effective date constitutes acceptance of the revised Policy.

Questions about this Policy may be directed to: