Acceptable Use Policy

1.1. This Acceptable Use Policy ("AUP") applies to everyone who uses UrbanXPixels services: account holders, their staff and contractors, and anyone accessing a website, dashboard, chatbot, or automation we operate or have built.

1.2. It is incorporated into our Terms of Service by reference. A breach of this AUP is a breach of that Agreement, and the enforcement powers in Section 6 below sit alongside the termination rights in the Terms.

1.3. The purpose is practical, not bureaucratic. Most of these rules exist because breaking them gets a WhatsApp Business account banned by Meta, gets a server IP blacklisted, or exposes us both to legal liability under Indian law.

2.1. You may not use our services to create, host, store, transmit, or link to content that:

• Is unlawful under Indian law, or unlawful in the jurisdiction of the recipient
• Is obscene, sexually explicit, or involves the sexual exploitation of minors
• Is defamatory, libellous, or knowingly false and injurious to a person or business
• Incites violence, terrorism, self-harm, or hatred against any group on grounds of religion, caste, ethnicity, gender, sexual orientation, or disability
• Infringes any copyright, trademark, patent, trade secret, or personality right
• Discloses another person's private information without their lawful consent
• Impersonates any person, business, government body, or brand you are not authorised to represent
• Promotes counterfeit goods, pirated software, or stolen credentials or data

3.1. Security and integrity. You may not: attempt to gain unauthorised access to any system, account, or data; probe, scan, or test the vulnerability of our infrastructure without prior written authorisation; circumvent authentication, rate limits, or access controls; upload or transmit malware, ransomware, keyloggers, or malicious scripts; or interfere with service to any other user, including by denial-of-service or resource exhaustion.

3.2. Scraping and reverse engineering. You may not scrape, crawl, or harvest data from the platform beyond your own account's data; reverse-engineer, decompile, or disassemble any part of the platform; or use automated tooling against the platform in a way not documented in an API we have given you.

3.3. Resale and sublicensing. You may not resell, sublicense, white-label, or otherwise make platform access available to third parties without written authorisation. Managing the platform on behalf of your own clients is permitted where we have agreed it in the Statement of Work.

3.4. Fraud and deception. You may not use the services for phishing, advance-fee fraud, pyramid or Ponzi schemes, fake investment or trading offers, or any scheme designed to deceive a recipient into parting with money or credentials.

3.5. Regulated activity without a licence. You may not use the services to promote gambling, betting, lending, insurance, securities trading, pharmaceuticals, tobacco, alcohol, weapons, or cryptocurrency offerings where you do not hold the licence or authorisation Indian law requires for that activity.

4.1. Opt-in is mandatory. You may only message a person who has given you verifiable, affirmative opt-in to receive messages from your business on that channel. Purchased lists, scraped numbers, lists acquired from a third party, and numbers collected for an unrelated purpose are all prohibited.

4.2. Proof of consent. You must retain a record of when and how each contact opted in, and produce it within 5 Working Days if we or Meta ask. If you cannot evidence consent for a list, do not upload it.

4.3. Opt-out must work. Every broadcast must offer a clear way to stop receiving messages, and opt-out requests must be honoured within 24 hours and permanently. Re-adding an opted-out contact to a new list is a serious breach.

4.4. Identify yourself. Messages must clearly identify the sending business. Do not disguise the sender, spoof a display name, or imply an affiliation you do not have.

4.5. Platform policies bind you directly. WhatsApp traffic is subject to the WhatsApp Business Messaging Policy and Meta's Commerce Policy; SMS and voice traffic in India is subject to TRAI's TCCCP Regulations and DLT registration requirements. Compliance is your responsibility as the sender.

4.6. Meta enforces messaging quality independently of us. A high block rate or a policy violation can get your WhatsApp Business number restricted, throttled, or permanently banned by Meta with no notice and no appeal we can make on your behalf. We cannot restore an account Meta has banned.

4.7. Template integrity. Approved message templates must be used for the purpose they were approved for. Getting a utility template approved and then sending marketing content through it is a breach of both this AUP and Meta's policy.

5.1. Hosting, bandwidth, storage, automation executions, and message throughput are subject to the limits in your plan or Statement of Work.

5.2. Sustained use materially beyond those limits may attract additional charges on 7 days' written notice. Where the load threatens the stability of shared infrastructure or the service of other clients, we may throttle it immediately and tell you afterwards.

5.3. Using hosting primarily as a file-storage, backup, media-streaming, torrent, or cryptocurrency-mining service is outside the intended use of the plan and is prohibited.

5.4. You are responsible for keeping any CMS, plugin, dependency, or third-party integration under your control reasonably up to date where you have taken over maintenance. A compromised out-of-date installation that becomes a spam relay will be suspended.

6.1. Graduated response. Where circumstances allow, we will contact you first, explain the problem, and give you a reasonable opportunity to fix it. Most breaches are resolved this way.

6.2. Immediate suspension. We may suspend affected services immediately and without prior notice where we reasonably believe a breach: is exposing us or you to legal liability; compromises the security or integrity of our systems; risks a platform-level penalty such as a Meta ban or IP blacklisting; or is causing active harm to third parties. We will tell you the reason as soon as practicable.

6.3. Escalation. Depending on severity we may: remove or disable the offending content; throttle or suspend messaging; suspend the account; terminate the Agreement for cause under Terms clause 16.2; or, where the law requires it, report the matter to a competent authority and preserve relevant records.

6.4. No refund for breach. Suspension or termination for a breach of this AUP does not entitle you to a refund of fees paid, and does not relieve you of liability for amounts outstanding.

6.5. Indemnity. Losses, fines, and legal costs we incur as a result of your breach of this AUP are recoverable from you under Terms clause 13.1, which is uncapped.

6.6. If you believe we have suspended something in error, write to hello@urbanxpixels.com with the account and the details. We will review and respond within 2 Working Days, and restore service immediately where the suspension was our mistake.

7.1. To report content, messaging, or conduct that breaches this policy on any site or number we operate, write to grievances@urbanxpixels.com with the URL or sending number, the date and time, and any evidence you have.

7.2. We acknowledge abuse reports within 24 business hours and aim to resolve them within 15 calendar days, in line with the grievance timelines in our Terms of Service.

7.3. Security vulnerabilities. If you have found a vulnerability in our infrastructure, report it privately to hello@urbanxpixels.com and give us reasonable time to fix it before disclosing it. Good-faith research reported this way will not be treated as a breach of clause 3.1.

7.4. This policy is updated from time to time; the version and effective date at the top of this page indicate the current edition.