WhatsApp Business Messaging Policy

Last updated: 1 August 2026

1. Scope and who this applies to

This policy applies to all messaging that Shivam Securities, operating as ChemistOrder, sends, receives or manages over the WhatsApp Business Platform, SMS or RCS, whether on its own account or on behalf of a client business.

It applies alongside — and never in place of — Meta's WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, the WhatsApp Business Terms of Service, and the TRAI Telecom Commercial Communications Customer Preference Regulations. Where any of those is stricter than this policy, the stricter rule applies.

2. Our role: operator, not advertiser

ChemistOrder is a service provider. When we run a WhatsApp Business account for a client:

• The WhatsApp Business Account and the verified display name belong to the client business, which is the sender of record.
• Every message identifies that business by name. We do not send anonymous, unbranded or misleadingly-branded messages.
• We do not build, buy, sell, rent or scrape phone-number lists, and we do not message numbers we obtained from anywhere other than the client's own opted-in customer records.
• We do not send messages promoting ChemistOrder's own services over client accounts.

3. Opt-in — how consent is obtained

No message is sent to any person who has not opted in. Before a number is added to any messaging list, there must be a record showing that the person agreed to receive WhatsApp messages from the named business. Acceptable opt-in evidence includes:

• A tick-box or explicit consent action on the client's website, app or checkout, with a timestamp
• A signed or digitally-accepted consent captured in-store or on a delivery slip
• The customer messaging the business's WhatsApp number first
• An IVR or call recording in which the customer expressly agrees to receive WhatsApp updates
• A missed-call or keyword opt-in to a published number, with the log retained

The opt-in must make clear (a) which business will message them, and (b) what kind of messages they will receive. Consent obtained for one business is never used for another. We retain the opt-in record for as long as the number remains on the list, and produce it on request.

4. Messages we send

The messaging we operate is overwhelmingly transactional and service-related:

• Order and booking confirmations — acknowledgement, reference number, items and value
• Fulfilment updates — packed, dispatched, out for delivery, delivered, delayed
• Delivery coordination — slot confirmation, rider contact, failed-delivery re-attempt
• Payment updates — payment received, payment due, refund processed
• Service replies — answering a customer's own question inside the 24-hour window
• Complaint acknowledgement and closure — ticket number, status, resolution
• Appointment, collection and renewal reminders, where the customer has asked for them
• Feedback and CSAT requests, sent once, after a completed transaction

Promotional messages are sent only where (i) the customer's opt-in expressly covered marketing, (ii) the template has been approved for a marketing category, and (iii) the goods or services being promoted are lawful to promote on WhatsApp. Frequency is capped by agreement with the client and reduced immediately if block or report rates rise.

5. Messages we will never send

Regardless of client instruction, we will not send messages that:

• Promote, offer, advertise or facilitate the sale of medicines, prescription or over-the-counter drugs, controlled substances, medical devices or supplements, or any other product listed as prohibited or restricted under the WhatsApp Commerce Policy
• Provide medical, pharmaceutical, diagnostic or dosage advice of any kind
• Promote alcohol, tobacco, weapons, gambling, adult content, or unlicensed financial or investment products
• Contain health claims, before/after imagery, or claims about curing or treating any condition
• Go to a recipient who has opted out, or who never opted in
• Misrepresent who is sending them, or impersonate another business or person
• Are sent outside permitted hours, or at a frequency that amounts to harassment
• Contain false, misleading or unverifiable claims, or attempt to collect passwords, OTPs, card numbers or banking credentials

6. Opt-out and suppression

Every message we send on a template carries a clear way to stop receiving further messages. A person may opt out by:

• Replying STOP, UNSUBSCRIBE, BAND KARO or any plain-language equivalent, in English or Hindi
• Telling an agent, in chat or on a call, that they do not want further messages
• Emailing grievance@chemistorder.co with the number concerned
• Using WhatsApp's own Block or Report controls

Opt-outs are processed immediately and automatically, confirmed to the recipient once, and the number is added to a permanent suppression list checked before every send. Suppression survives list re-uploads, campaign changes and contract renewals. Opting out is free and requires no explanation. We may still send a message that is strictly necessary to complete a transaction the person has already entered into — for example, telling them a paid order could not be delivered.

7. Templates and the 24-hour customer service window

• Business-initiated messages use message templates submitted to and approved by WhatsApp before first use. We do not attempt to disguise a marketing message as a utility or authentication template.
• Free-form agent replies are sent only within the 24-hour customer service window opened by the customer's own message.
• Template content is approved in writing by the client business before submission, and both the client and we hold a copy.
• We monitor per-account quality rating, block rate and report rate. If quality falls, we pause sending and review the templates and the list with the client before resuming.

8. Agent conduct

• Agents identify themselves and the business they are messaging on behalf of.
• Agents do not argue with, pressure, or repeatedly re-contact a person who has declined.
• Agents never ask for OTPs, passwords, PINs, CVV or full card or bank details.
• Agents do not answer clinical questions; these are routed to the client's own qualified staff, with the customer told that is happening.
• Conversations are monitored on a sampled basis for quality; agents know this and customers are told when a call is recorded.

9. Data handling

Phone numbers, message content and opt-in records are processed strictly in accordance with our Privacy Policy. The data belongs to the client business; we process it on their instruction, do not use it for any other client or for our own purposes, and return or delete it when the engagement ends. Suppression records are retained permanently, since we need them to keep honouring an opt-out.

10. Obligations we place on our clients

Every client agreement requires the client business to:

• Warrant that it has obtained and can evidence valid opt-in for every number supplied
• Hold all licences and registrations required for its own business and products
• Approve all templates and scripts in writing before use
• Not instruct us to send anything prohibited by this policy or by Meta's policies
• Handle escalations routed to it within the agreed timeline
• Indemnify us against claims arising from data it supplied without valid consent

11. Enforcement and suspension

If we find that a list lacks valid opt-in, that a requested message would breach this policy or Meta's policies, or that block and report rates indicate customers do not want the messages, we will pause sending on that account and raise it with the client in writing. If the client will not correct it, we will terminate the messaging engagement. We reserve the right to do this without notice where the breach is serious, and to report the matter where law requires.

12. Report a problem with a message you received

If you received a WhatsApp message, SMS or call from us and you believe you should not have, please tell us. We take this seriously and it is the fastest way to get it stopped.

Tell us the phone number that received the message and, if you can, the name of the business that sent it. We will confirm which client the message came from, suppress your number, and confirm back to you in writing.