Acceptable Use Policy

1. Who this applies to

This Acceptable Use Policy ("AUP") applies to every retailer ("you", "your") with an active Kedaipal account, and to anyone using your storefront, dashboard, or WhatsApp messages sent through Kedaipal's infrastructure.

By signing up for Kedaipal, you agree to follow this AUP. We may update it with 30 days' notice; continued use after the effective date of any update means you accept the changes.

2. Why this policy exists (and why it matters to you)

Kedaipal sends messages to your customers through a shared WhatsApp Business Account (WABA) that we own and manage. This means:

• You don't have to set up your own WhatsApp Business API account, get Meta-verified, or wait weeks for approval. Just sign up and go.
• But it also means that if one retailer abuses WhatsApp policies, Meta can degrade or suspend the entire Kedaipal WABA — affecting every retailer on the platform.

This AUP exists to protect you (and every other retailer) from the consequences of any one bad actor. We enforce it firmly because we have to.

3. Prohibited content and conduct

You may not use Kedaipal to send, store, distribute, or facilitate:

3.1 Illegal goods or services

• Anything illegal under Malaysian law, including but not limited to: unlicensed prescription medication, controlled substances, counterfeit goods, stolen property, illegal gambling, unlicensed financial services, or anything requiring a license you don't hold.

3.2 Adult or harmful content

• Sexually explicit content, content involving minors, hate speech, harassment, threats of violence, or content that promotes self-harm.

3.3 Deceptive practices

• Scams, phishing, pyramid schemes, multi-level marketing operations not registered under the Direct Sales and Anti-Pyramid Scheme Act 1993, "get rich quick" schemes, fake reviews, false advertising, or any deceptive offer.

3.4 Spam and unsolicited messaging

• Sending WhatsApp messages to people who haven't given you their phone number for the purpose of receiving messages from your business.
• Buying, scraping, or otherwise acquiring contact lists you didn't legitimately collect.
• Broadcasting to customers who have opted out (see Section 4).
• Sending the same or substantially similar message to more than 50 phone numbers within a 5-minute window if you are not on the Scale tier, or in any pattern that triggers customer spam reports.

3.5 WhatsApp policy violations

• Anything that violates Meta's WhatsApp Business Messaging Policy or Commerce Policy.
• Using Kedaipal to circumvent Meta's restrictions on your own WhatsApp account.

3.6 Platform abuse

• Attempting to bypass usage limits (order caps, broadcast quotas) through multiple accounts.
• Reverse-engineering, scraping, or interfering with Kedaipal's systems.
• Using stolen payment methods to subscribe to Kedaipal.
• Creating accounts on behalf of others without their consent.

3.7 Privacy violations

• Sharing your customers' personal data with third parties without their consent.
• Using Kedaipal to collect data from minors without parental consent (Kedaipal is not intended for use by anyone under 18).
• Failing to respond to customer data requests as required under the Personal Data Protection Act 2010 (PDPA).

4. Opt-out requirements (mandatory)

WhatsApp customers must be able to opt out of receiving messages from you at any time. Kedaipal enforces this automatically:

• Any inbound message from a customer containing STOP, BERHENTI, or UNSUB (case-insensitive) registers them as opted out.
• Opt-outs are global across the Kedaipal platform — a customer who opts out from any retailer using Kedaipal's shared WhatsApp number will not receive broadcast messages from any other retailer using the same number. This is required to keep our WABA in good standing with Meta.
• You may not message a customer who has opted out, regardless of your prior relationship with them.
• Opt-outs can only be reversed by the customer sending START or MULA.

Attempting to bypass or game the opt-out system is grounds for immediate suspension.

5. Quality thresholds

Kedaipal monitors the quality of outbound messages from your account. If your metrics fall outside the following ranges, your account may be auto-paused for review:

These thresholds exist to protect every retailer's deliverability. They are not negotiable.

6. Enforcement

When we identify a violation of this AUP, we follow this process:

6.1 Warning

For minor or first-time violations, we'll send you a warning by email and (where applicable) pause the specific behavior (e.g., temporarily disable broadcasts). You'll have 7 days to respond and/or adjust.

6.2 Temporary suspension

For repeated, serious, or unresolved violations, we may temporarily suspend your account. Your storefront remains accessible (so in-flight orders complete), but you cannot send new broadcasts or accept new orders. We'll notify you and outline what's required to restore the account.

6.3 Permanent suspension

For egregious violations (illegal content, willful spam, attempts to bypass safeguards), we will permanently suspend your account. We may notify Meta and other relevant platforms if your conduct violated their policies as well. You forfeit any prepaid subscription fees for the remainder of your billing period.

6.4 Appeals

You may appeal any enforcement action by emailing hello@kedaipal.com within 30 days. We commit to responding within 7 business days. Our decision after appeal is final.

6.5 Immediate suspension without warning

We reserve the right to suspend an account immediately, without warning, in cases involving: illegal content, threats of violence, child safety violations, Meta WABA-suspending behavior, suspected fraud, or anything that threatens the integrity of the Kedaipal platform.

7. Your responsibilities for the content you publish

You are responsible for:

• All products, prices, descriptions, and images you publish on your storefront.
• All WhatsApp messages sent through your Kedaipal account.
• The legality of the goods or services you sell.
• Honoring your customers' purchases, refund requests, and data requests.
• Complying with all applicable Malaysian consumer protection, tax, and data protection laws.

Kedaipal is a tool. We do not sell your goods, we do not handle your customer service, and we are not liable for the content you publish or the transactions you conduct.

8. Reporting violations

If you believe another Kedaipal retailer is violating this AUP, or if you are a customer who has received unwanted messages, please email hello@kedaipal.com with:

• The retailer's store name or storefront URL
• A description of the issue
• Any supporting evidence (screenshots, message copies)

We will investigate every report and respond within 7 business days.

9. Changes to this policy

We may update this AUP from time to time. When we make material changes, we will:

• Email all active retailers at least 30 days before the changes take effect
• Update the "Last updated" date at the top of this page
• Require re-acceptance of the updated policy on your next login (when changes are material)

Continued use of Kedaipal after the effective date constitutes acceptance.

10. Contact

Questions about this policy? Concerns about another retailer's conduct? Reach us at hello@kedaipal.com.

This Acceptable Use Policy is supplementary to and incorporated into our Terms & Conditions and Privacy Policy. In the event of any conflict, the Terms & Conditions govern.