Acceptable Use

i.Messaging — the rule that matters

Message only people who expect to hear from you. Someone who placed an order, abandoned a cart on your store, or asked you to get in touch. Not a list you bought. Not numbers scraped from anywhere. Not a competitor’s customers.
Follow Meta’s WhatsApp Business Messaging Policy and the law where your customer is. Where consent is required, you must hold it and be able to show it.
Honour opt-outs immediately. If a customer says stop, they are stopped — for marketing, permanently. Graymat keeps a suppression list; do not route around it.

Why this is stricter than it looks. A merchant sending unwanted messages gets their number rate-limited or restricted by Meta. Recovering takes weeks, and no amount of software fixes it. This is the clause we will suspend an account over without hesitation.

ii.Money and consent

Do not use Graymat to change what a customer owes without them agreeing through a clear, deliberate action of their own — a button they pressed, not a word they typed.

The software enforces this and we will not remove the enforcement on request. It exists because an automation that interpreted customers’ typed replies once charged real people for things they had not agreed to.

iii.Data

Put into Graymat only data you have the right to process. Do not upload other companies’ customer lists. Do not record government identity numbers, card numbers, health information or anything about children in free-text fields — there is no field designed for them and no protection built around them.

Do not use Graymat to build a profile of an individual for any purpose other than serving them as your own customer.

iv.The platform

Do not try to reach another merchant’s data, probe for weaknesses without a written agreement with us, scrape the interface, resell access, or run the service in a way that degrades it for others.

If you find a security flaw, tell us at [email protected]. We will not pursue anyone who reports one in good faith and gives us a reasonable chance to fix it before saying anything publicly.

v.Third-party accounts

Your Shopify, Meta, courier and advertising accounts must be yours and in good standing, and their rules bind you too. If one of them suspends you, the part of Graymat that depends on it stops — and that is between you and them.

vi.What happens if this is broken

We will normally tell you and give you a chance to fix it. Where the breach endangers the platform, another merchant or a shared messaging number, we may suspend immediately and explain afterwards — clause xii of the Terms of Service.

The rest of the agreement

These documents are read together and each forms part of the agreement between Graymat (Private) Limited and the business using Graymat:
Privacy Policy · Terms of Service · Data Processing Agreement · Sub-processors.

Questions about this document: [email protected] · Privacy and data-subject requests: [email protected] · Security reports: [email protected].
Version 1.0, effective 7 September 2026. Superseded versions are available from [email protected] on request.