MESSAGING & COMPLIANCE

WhatsApp Messaging Policy

Effective Date: March 27, 2026

This WhatsApp Messaging Policy outlines the rules and requirements for businesses using WhatsApp messaging features through the Fidly platform at fidly.ma and all related services (“Service”). By using our WhatsApp messaging features, you agree to comply with this policy.

01Supported Message Types

Fidly supports the following types of WhatsApp messages through its automation features:

Welcome Messages

Transactional

Sent when a new customer joins your loyalty program. Confirms enrollment and shares loyalty card details.

Reward Notifications

Transactional

Sent when a customer earns or redeems a reward. Includes reward details and current stamp count.

Reactivation Messages

Marketing

Sent to inactive customers to encourage return visits. Requires explicit opt-in consent.

Birthday Messages

Marketing

Sent on a customer's birthday with a personalized greeting or special offer. Requires opt-in consent.

02Consent & Opt-In Requirements

You must obtain proper consent before sending WhatsApp messages to customers:

  • Transactional messages (welcome, reward): Consent is implied when a customer joins your loyalty program and provides their phone number
  • Marketing messages (reactivation, birthday): Explicit opt-in consent is required before sending these messages
  • You must clearly inform customers that they will receive WhatsApp messages when they join your program
  • Customers must be able to opt out of marketing messages at any time
  • You must maintain records of consent for each customer
  • If a customer opts out, you must stop sending marketing messages within 24 hours

03Message Content Guidelines

Messages must:

  • Be relevant to the customer's loyalty program activity
  • Clearly identify your business name
  • Be truthful, accurate, and not misleading
  • Include your business name and a way to opt out
  • Comply with WhatsApp's Business Policy and Commerce Policy
  • Respect the customer's language preferences where possible

Messages must not:

  • Contain spam, unsolicited promotions, or irrelevant content
  • Include offensive, discriminatory, or illegal content
  • Impersonate another business or individual
  • Promote prohibited goods or services
  • Include phishing links, malware, or deceptive URLs
  • Be sent at unreasonable hours (respect local time zones)
  • Exceed the frequency limits set by your subscription plan

04Message Limits & Quotas

WhatsApp messaging through Fidly is subject to the following limits:

  • Message quotas are determined by your subscription plan
  • Transactional messages (welcome, reward) are counted separately from marketing messages
  • Unused message quotas do not roll over to the next billing period
  • If you exceed your quota, additional messages may be charged at a per-message rate or queued for the next period
  • WhatsApp Business API rate limits also apply and are enforced by Meta

05Data & Privacy

  • Customer phone numbers are stored securely and used only for the purposes described in this policy
  • Message content and delivery status are logged for troubleshooting and compliance purposes
  • We do not share customer phone numbers with third parties except as necessary to deliver messages via the WhatsApp Business API
  • You are responsible for ensuring that you have the right to share customer phone numbers with Fidly for messaging purposes
  • All data processing related to WhatsApp messaging is governed by our Privacy Policy

06Enforcement

Violations of this policy may result in:

Temporary suspension

WhatsApp messaging features may be temporarily disabled for your account while we investigate the violation.

Permanent revocation

Repeated or severe violations may result in permanent removal of WhatsApp messaging capabilities from your account.

Account termination

In extreme cases, your entire Fidly account may be terminated in accordance with our Terms of Service.

Additionally, Meta (WhatsApp's parent company) may independently restrict or ban your WhatsApp Business number for violations of their policies.

07Your Responsibilities

As a business using Fidly's WhatsApp messaging features, you are responsible for:

  • Ensuring all messages comply with this policy and applicable laws
  • Obtaining and maintaining proper consent from your customers
  • Keeping your message templates accurate and up to date
  • Monitoring your messaging activity for compliance
  • Responding to customer opt-out requests promptly
  • Complying with WhatsApp's Business Policy and Commerce Policy
  • Reporting any messaging issues or abuse to Fidly immediately

08Contact Us

Questions about WhatsApp compliance?

If you have any questions about this WhatsApp Messaging Policy, please contact us:

Email: contact@fidly.ma

Web: fidly.ma

Address: N3 BR1B, Bd Jamal addora, Casablanca, Morocco