Acceptable Use Policy

Last updated 2026-08-26

This policy sets out what you may and may not do with a Dafatir product. It forms part of the Terms of Service. It matters most for Hiwar, because a message sent through Hiwar arrives on somebody's personal phone — and neither they nor Meta can tell the difference between a merchant who did this properly and one who did not. Questions go to admin@dafatir.app.

Who this applies to

This policy applies to every merchant using a Dafatir product, and to every member of their staff. The merchant is responsible for their staff's compliance with it. Breaching it is a breach of the Terms of Service, and the last section sets out what we do about that.

Consent before you message anyone

You may only message a person who has agreed to hear from you on that number. This is the rule Meta enforces most aggressively, and the one that gets numbers disabled.

Get opt-in before the first message — in your shop, on a receipt, on your website, in a form, or in a WhatsApp conversation the customer started. Say clearly that it is your business, that it will be on WhatsApp, and roughly what you will send.
Keep a record of how and when each opt-in was obtained. If Meta or a regulator asks, that record is the answer, and "we have always had their number" is not one.
Identify your business in the message. A person who cannot tell who is writing to them blocks the number, and blocks are what a quality rating is made of.
Honour an opt-out immediately and permanently, however it is worded. "Stop", "unsubscribe", "do not message me" and their Arabic equivalents all count — and so does a block.

A number obtained for one purpose is not consent for another. A customer who gave you their number for a delivery has not opted in to your promotions.

Templates and the 24-hour window

Meta divides messaging into two situations, and what you may send depends on which one you are in.

Within 24 hours of a customer's last message you can reply freely. Outside that window you can only send a template Meta has approved.
Templates are approved by Meta, not by us. Submit them honestly: a template approved as one thing and used as another is a policy breach, and it is the merchant's breach rather than ours.
Use the right category. A marketing message sent under a utility or authentication template is the single most common reason a good number gets restricted.

We show you which window each conversation is in, and we stop you sending a free-form message outside it. We cannot check what an approved template is really being used for — that part is yours.

What you may not send or do

None of the following is permitted through any Dafatir product, whatever the local practice.

Anything unlawful where you trade or where the recipient is, and any goods or services Meta restricts — including alcohol, tobacco, weapons, drugs, supplements, gambling and adult content.
Deception of any kind: false prices, invented scarcity, fabricated reviews, phishing for credentials or card details, or presenting yourself as a payment provider or a bank.
Harassment, threats, hate speech, or messaging somebody who has told you to stop. Repeated messages to a person who never replies is harassment even when each message is polite.
Purchased, scraped, rented or shared contact lists. If you did not collect the number yourself with consent, you may not message it.
Presenting yourself as another business, as Dafatir, as Meta, or as a government body.
Anything Meta's Commerce Policy forbids being sold or promoted through WhatsApp, whether or not it is lawful where you are.
Malware, exploits, or links designed to compromise the person who receives them.

Meta's policies apply as well

Hiwar rides on Meta's platform, so Meta's rules bind you directly and independently of this policy.

The WhatsApp Business Messaging Policy governs what may be sent, and to whom.
The WhatsApp Commerce Policy governs what may be sold or promoted.
Meta's Business Terms and Platform Terms govern your WhatsApp Business Account itself.

Where Meta's rules are stricter than this policy, Meta's rules apply. Where this policy is stricter, this policy applies. Neither of us can waive the other's.

Quality, blocks and messaging limits

Meta scores every business number on how the people receiving its messages react, and that score decides how many of them you can reach.

A quality rating falls when recipients block or report you. We show you the current rating and warn you when it drops, so that you hear it from us rather than from a number that has stopped working.
Sustained blocks lead Meta to restrict a number, and a restricted number is not something we can fix. Prevention is the only remedy that works.
Messaging limits rise as a number proves itself, and fall when it does not. Sending more than your customers want is what lowers the ceiling.

We will contact you if we see a pattern putting your number at risk. That is not us policing your marketing — it is us trying to keep a number your business depends on alive.

Honest records in POS and Books

The ledger entries, receipts and VAT returns Dafatir produces are only as honest as what is recorded into them. You may not use the products to falsify a sale, suppress a receipt, misstate VAT, or produce a record you know to be untrue. We will not help with any of it, and where the law obliges us to report it, we will.

Using the platform itself

The service is for running your business, not for testing ours.

Do not probe, scan, or attempt to breach the service, another merchant's data, or the isolation between merchants. If you find a weakness, report it — the last section says how.
Do not scrape the products, automate them beyond the API we publish, or place a load on them designed to degrade them for anyone else.
Do not resell, sublicense, or provide the products as a service to a third party unless we have agreed it in writing.

What we do when this is breached

We would rather fix a problem than end a subscription, and we escalate in that order.

Almost always we call you first. Most breaches are a merchant who did not know the rule, and a conversation fixes it.
Where a breach is continuing, or is putting other merchants or your own number at risk, we suspend the affected capability while it is sorted out.
We end the agreement for a serious breach, or for one you do not fix after we have asked. Your right to export your data is unaffected.
Where the law requires it, or where somebody is being harmed, we report the matter to the relevant authority and to Meta.

Meta acts on its own timeline and does not consult us. A restriction can arrive before we have had the chance to call you.

Reporting abuse or a vulnerability

If you have received a message through Hiwar that breaches this policy, or you have found a security weakness in a Dafatir product, tell us and we will act. We do not take legal action against anyone who reports a genuine finding in good faith. Write to:

Acceptable Use Policy

Last updated 2026-08-26

Who this applies to

Consent before you message anyone

You may only message a person who has agreed to hear from you on that number. This is the rule Meta enforces most aggressively, and the one that gets numbers disabled.

Get opt-in before the first message — in your shop, on a receipt, on your website, in a form, or in a WhatsApp conversation the customer started. Say clearly that it is your business, that it will be on WhatsApp, and roughly what you will send.
Keep a record of how and when each opt-in was obtained. If Meta or a regulator asks, that record is the answer, and "we have always had their number" is not one.
Identify your business in the message. A person who cannot tell who is writing to them blocks the number, and blocks are what a quality rating is made of.
Honour an opt-out immediately and permanently, however it is worded. "Stop", "unsubscribe", "do not message me" and their Arabic equivalents all count — and so does a block.

A number obtained for one purpose is not consent for another. A customer who gave you their number for a delivery has not opted in to your promotions.

Templates and the 24-hour window

Meta divides messaging into two situations, and what you may send depends on which one you are in.

Within 24 hours of a customer's last message you can reply freely. Outside that window you can only send a template Meta has approved.
Templates are approved by Meta, not by us. Submit them honestly: a template approved as one thing and used as another is a policy breach, and it is the merchant's breach rather than ours.
Use the right category. A marketing message sent under a utility or authentication template is the single most common reason a good number gets restricted.

We show you which window each conversation is in, and we stop you sending a free-form message outside it. We cannot check what an approved template is really being used for — that part is yours.

What you may not send or do

None of the following is permitted through any Dafatir product, whatever the local practice.

Anything unlawful where you trade or where the recipient is, and any goods or services Meta restricts — including alcohol, tobacco, weapons, drugs, supplements, gambling and adult content.
Deception of any kind: false prices, invented scarcity, fabricated reviews, phishing for credentials or card details, or presenting yourself as a payment provider or a bank.
Harassment, threats, hate speech, or messaging somebody who has told you to stop. Repeated messages to a person who never replies is harassment even when each message is polite.
Purchased, scraped, rented or shared contact lists. If you did not collect the number yourself with consent, you may not message it.
Presenting yourself as another business, as Dafatir, as Meta, or as a government body.
Anything Meta's Commerce Policy forbids being sold or promoted through WhatsApp, whether or not it is lawful where you are.
Malware, exploits, or links designed to compromise the person who receives them.

Meta's policies apply as well

Hiwar rides on Meta's platform, so Meta's rules bind you directly and independently of this policy.

The WhatsApp Business Messaging Policy governs what may be sent, and to whom.
The WhatsApp Commerce Policy governs what may be sold or promoted.
Meta's Business Terms and Platform Terms govern your WhatsApp Business Account itself.

Where Meta's rules are stricter than this policy, Meta's rules apply. Where this policy is stricter, this policy applies. Neither of us can waive the other's.

Quality, blocks and messaging limits

Meta scores every business number on how the people receiving its messages react, and that score decides how many of them you can reach.

A quality rating falls when recipients block or report you. We show you the current rating and warn you when it drops, so that you hear it from us rather than from a number that has stopped working.
Sustained blocks lead Meta to restrict a number, and a restricted number is not something we can fix. Prevention is the only remedy that works.
Messaging limits rise as a number proves itself, and fall when it does not. Sending more than your customers want is what lowers the ceiling.

We will contact you if we see a pattern putting your number at risk. That is not us policing your marketing — it is us trying to keep a number your business depends on alive.

Honest records in POS and Books

Using the platform itself

The service is for running your business, not for testing ours.

Do not probe, scan, or attempt to breach the service, another merchant's data, or the isolation between merchants. If you find a weakness, report it — the last section says how.
Do not scrape the products, automate them beyond the API we publish, or place a load on them designed to degrade them for anyone else.
Do not resell, sublicense, or provide the products as a service to a third party unless we have agreed it in writing.

What we do when this is breached

We would rather fix a problem than end a subscription, and we escalate in that order.

Almost always we call you first. Most breaches are a merchant who did not know the rule, and a conversation fixes it.
Where a breach is continuing, or is putting other merchants or your own number at risk, we suspend the affected capability while it is sorted out.
We end the agreement for a serious breach, or for one you do not fix after we have asked. Your right to export your data is unaffected.
Where the law requires it, or where somebody is being harmed, we report the matter to the relevant authority and to Meta.

Meta acts on its own timeline and does not consult us. A restriction can arrive before we have had the chance to call you.