Fair Usage Policy

Last updated: October 2023. Relaytiv credits are designed to power genuine customer conversations — not unsolicited bulk messaging. This policy explains what we consider fair use of the platform.

1. Purpose of This Policy

Credits cover AI replies only; they are not a charge for WhatsApp message delivery. WhatsApp API messaging is billed directly via Meta or your BSP. This policy sets out what we consider fair use, so that all customers get reliable, high-quality service and that the businesses your customers interact with maintain the trust that makes conversation-based selling effective.

We avoid "unlimited AI" promises because they are rarely honest. Instead, we give you a transparent credit allowance — at under 0.5 credits per AI reply — and let you top up as your business grows. This policy explains how we expect those credits to be used.

2. Acceptable Usage

The following uses are fully within the spirit of the Relaytiv platform:

• Responding to inbound customer enquiries via WhatsApp, WA Web, Instagram, Messenger, web chat, and custom channels
• AI-driven lead qualification conversations with customers who have contacted your business
• Appointment booking and confirmation conversations
• Outbound follow-up sequences sent to contacts who have previously opted in or engaged with your business
• Service notifications and reminders to existing customers
• Scheduled campaigns to consenting contact lists
• Comment-to-DM flows for contacts who engage with your social posts

3. Not Acceptable

The following uses are outside the scope of fair usage and may result in account review or suspension:

• Sending unsolicited bulk broadcast messages to purchased or scraped contact lists
• Using Relaytiv as a bulk SMS or messaging spam tool
• Harvesting contact data from third-party sources without consent and sending automated messages
• Re-messaging contacts who have opted out or requested not to be contacted
• Sending messages in violation of Meta's WhatsApp Business Policy, Instagram Platform Policy, or applicable messaging laws
• Artificially inflating message volume to bypass channel rate limits

4. Usage Monitoring

We monitor aggregate usage patterns across the platform to ensure service quality for all customers. Accounts with unusually high sending rates relative to conversation quality, reply rates, or contact consent signals may be flagged for review. We will contact you before taking any action where possible.

5. Consequences of Misuse

Credits consumed in clear violation of this fair usage policy may be recovered from your account balance without refund. Repeated or serious violations may result in account suspension or termination in accordance with our Terms of Service. We aim to be fair and will communicate clearly before taking significant action.

6. Questions

If you have questions about whether a particular use case falls within our fair usage policy, please reach out to us at hello@vitiv.ai before proceeding. We would rather help you find the right approach than suspend your account after the fact.