Welkai Acceptable Use Policy

Version 1.0. Effective date: 1 November 2026.

This policy is part of the Welkai Terms of Service between you and VERTEX REALITY DIGITAL SOLUTION (SSM registration no. 202603285026 (003903877-X)), trading as Welkai. It sets the rules for using Welkai. It protects the people you message, other Welkai customers, and the shared numbers, domains and email accounts everyone relies on.

1. The basic rule

1.1 Use Welkai only for lawful business messaging with people who want to hear from you. You are responsible for every message sent from your account, by your team, your flows, your AI steps, your API keys and anything you connect.

2.1 Opt-in first. Before you send marketing, broadcasts, campaigns or any message a person did not ask for, you must have that person's permission to receive messages from your business on that channel. Never buy, rent, scrape or borrow contact lists.

2.2 Honour opt-outs at once. When a person asks you to stop (by message, reply, unsubscribe link, block, or any other way, on or off Welkai), stop messaging them for that purpose. Welkai's unsubscribe and suppression tools help, but you are responsible for honouring every request. Under section 43 of the Personal Data Protection Act 2010 a person can require you to stop direct marketing.

2.3 Say who you are. Every message must make clear it comes from your business.

2.4 Keep a way to reach a person. When automated or AI replies talk to your customers, give them a clear way to reach a human.

3. WhatsApp

3.1 Follow Meta's WhatsApp Business Messaging Policy and Commerce Policy, including opt-in, opt-out and the 24-hour customer service window for the official platform.

3.2 Numbers linked by QR code carry a ban risk set out in section 11 of the Terms. Do not use QR-linked numbers for bulk messages to people who did not opt in. For broadcasts, use the official WhatsApp Business Platform.

3.3 On the official platform, the AI in Welkai must serve your own business (for example answering your customers, taking bookings). Do not use Welkai to offer a general-purpose AI assistant to the public through WhatsApp; Meta's terms forbid this.

4. Messenger and Instagram

4.1 Follow Meta's terms and messaging rules for Pages and Instagram accounts, including the limits on when a business may message a person after their last message.

5. Email

5.1 Permission and unsubscribe. Send campaigns and other email a person did not ask for only to people who agreed to receive it. Give every campaign a working unsubscribe link, and never email an address that has unsubscribed, except to reply to mail that person sends you first.

5.2 Your own domain. If you send from your own domain, you are responsible for its reputation and for setting it up correctly (SPF, DKIM and DMARC).

5.3 Clean lists. Keep bounces and complaints low: remove addresses that bounce, and never retry an address that hard-bounces.

5.4 Honest sending. Send only from addresses you own, and use your own address as Reply-To. Do not use sender names that imitate banks, couriers, government bodies or well-known brands, URL shorteners, or links that are flagged as unsafe.

5.5 No bulk mail in disguise. Do not send the same or nearly the same email to many people as one-to-one email, and do not reword emails or split them across mailboxes or accounts to avoid limits.

5.6 Attachments. Do not send executables, scripts or documents with macros.

6. Prohibited businesses

6.1 You may not use Welkai for:

gambling;
adult content or adult services;
money lending without the required licence;
crypto or other investment schemes;
weapons, firearms, ammunition or explosives;
drugs, including illegal drugs and drug paraphernalia;
multi-level marketing and pyramid schemes;
any goods or services that Meta's WhatsApp Business Messaging Policy or Commerce Policy prohibits for the channel you use (for example dating services, payday loans, prescription or medical products where not allowed);
anything illegal in Malaysia or where your recipients are.

6.2 We may decline or close an account in a related or high-risk industry even if it is not listed.

7. Prohibited content and conduct

7.1 Do not use Welkai to send, store or make available:

(a) scams, fraud, phishing, fake prizes, or messages meant to deceive;
(b) content that is obscene, indecent, false, menacing or grossly offensive, sent to annoy, abuse, threaten or harass anyone, or to commit fraud or dishonesty, as forbidden by section 233 of the Communications and Multimedia Act 1998;
(c) child sexual abuse material, or any sexual content involving minors (we report this to the authorities);
(d) malware, viruses or harmful files or links;
(e) hate speech, violent threats, or content promoting terrorism or self-harm;
(f) content that infringes another person's copyright, trade mark or other rights;
(g) personal data you have no right to use, or sensitive personal data used without the explicit consent the law requires;
(h) impersonation of another person, business or authority;
(i) AI output or voice clones meant to mislead people about who is speaking, or a cloned voice of anyone who has not consented.

7.2 Do not misuse the platform:

(a) no scraping, harvesting or bulk collecting of data from Welkai or through connected platforms;
(b) no getting around limits, for example by opening several accounts or trials, splitting sends across accounts or mailboxes, or hiding recipients;
(c) no sharing of logins between businesses, and no reselling or renting out Welkai without our written agreement;
(d) no attempts to access other customers' data, our systems, or accounts you are not allowed to use;
(e) no actions that overload or disrupt the Service;
(f) no reverse engineering, except where the law allows it.

8. Security testing

8.1 Do not scan, probe, load test or attack Welkai, or test its security, without our written permission first. If you find a security problem, report it to support@welkai.com with the subject "Security report". Give us reasonable time to fix it before telling anyone else, and do not access or keep other people's data. We will not take action against good-faith reports that follow these rules.

9. What happens if you break this policy

9.1 Depending on how serious a breach is, we may remove content, pause a feature, slow or stop sending, lower your limits, suspend the account or close it. For breaches that can be fixed we normally warn you first and give you 14 days. For serious abuse (for example scams, phishing, malware, child sexual abuse material, illegal content, or an attack on our systems) we may act at once without warning, and may report it to the authorities.

9.2 Suspension or closure for breaching this policy is not refunded.

9.3 We do not read your messages to police this policy. We act on sending patterns (volume, bounces, complaints and blocks), reports from people and platforms, and requests from authorities.

10. Reporting abuse

10.1 To report spam, a scam or other abuse sent through Welkai, email support@welkai.com with the subject "Abuse report", the sender's number or address, and a screenshot if you can.