# WhatsApp and Meta Annex

**Version:** V1.0 · subject to per-customer conditions

This is an English translation of the Spanish original, which is the reference text.

This Annex applies when the Customer uses WhatsApp features integrated with Actib.

## 1. Scope

The features may include:

- receiving messages;
- automatic replies;
- conversational orders;
- buttons, lists and templates;
- handoff to humans;
- event synchronization;
- campaigns;
- order notifications;
- coexistence with the WhatsApp Business App when available.

## 2. Customer account and assets

V1 rule:

- the WhatsApp number and business assets must belong to, or be legitimately controlled by, the Customer;
- the Customer authorizes Actib to integrate and technically operate the necessary assets;
- Actib does not acquire ownership of the Customer's number by connecting it to the Service;
- a shared Actib WhatsApp number will not be used as part of the V1 offering.

## 3. Customer obligations

The Customer must:

- keep the account in good standing;
- give Meta correct information;
- obtain the necessary consents;
- comply with WhatsApp Business policies;
- not send spam or prohibited content;
- answer verification or compliance requests when required;
- protect Meta Business administrators and credentials.

## 4. Dependence on Meta

The Customer acknowledges that Meta may unilaterally change:

- prices;
- message categories;
- service windows;
- templates;
- policies;
- messaging quality and limits;
- authentication methods;
- webhooks;
- APIs;
- eligibility;
- availability by country.

Actib does not guarantee that these conditions will stay constant.

## 5. Templates and approvals

- Approval or rejection of templates is up to Meta.
- Actib may help create, submit or manage templates, but does not guarantee approval.
- Meta may later reclassify, pause or reject templates.
- The Customer must avoid misleading messages or messages incompatible with the user's consent.

## 6. Message delivery

A message may not be delivered because of:

- an invalid number;
- the user blocking the sender;
- account limits or quality;
- a Meta policy;
- the service window;
- a rejected template;
- a network error;
- configuration;
- an Actib incident.

Actib does not guarantee universal delivery. However, technical errors attributable to Actib remain subject to the general obligations of the contract.

## 7. Meta costs

As a V1 rule, the ordinary costs of Meta / WhatsApp Cloud API are considered included in the Actib fee agreed for the Customer. The Service Order must identify the scope, any operating limit and the connection or billing mechanics that apply to the Customer's account.

The inclusion covers the use ordinarily associated with operating the restaurant under the contracted volume, branches and capabilities; it does not mean unlimited use. If usage becomes materially higher than expected or generates extraordinary costs, Actib will notify the Customer and may propose limits or new conditions before applying additional charges.

Actib may apply internal controls on sessions, conversations, messages, templates, campaigns and costs to protect the platform and prevent abuse. If spam, abusive automation or a risk of suspension is detected, Actib may reduce speed, pause campaigns or automations, ask for human approval or temporarily disconnect the channel.

There will be no retroactive charge, automatic overage or extraordinary charge by the Customer's silence. Any charge not expressly authorized in the Service Order or annex will require later acceptance.

Changes to Meta's rate card or policies may affect the availability of the module and may require a new commercial proposal, but do not retroactively change an amount already accepted for the current period unless agreed in writing or required by applicable law.

## 8. Consent and marketing

The Customer is responsible for ensuring that campaigns and promotional messages are sent with a valid legal basis.

Actib may keep:

- opt-in date;
- source;
- consent version;
- opt-out status;
- suppression lists;
- campaign audit.

The Customer must not unilaterally reactivate contacts who asked to unsubscribe where doing so is incompatible with law or Meta's policies.

## 9. Coexistence

When coexistence with the WhatsApp Business App is enabled:

- the functionality depends on events and permissions supported by Meta;
- certain features may vary by version or rollout;
- changes made directly in Meta or WhatsApp Business may affect the integration;
- the Customer must avoid disconnecting or reconfiguring assets without coordination where this could interrupt the Service.

## 10. Credentials and tokens

Actib will store integration tokens using appropriate backend controls.

The Customer will notify changes of administrators, revocations or security incidents.

Meta may expire or revoke tokens, which may require reconnection.

## 11. WhatsApp suspension

Actib may temporarily disable automations if:

- Meta suspends the account;
- there is a risk of a ban;
- abuse is detected;
- the Customer instructs potentially unlawful campaigns;
- credentials are compromised.

## 12. Termination

When the module ends:

- Actib will stop operating the integration;
- the Customer keeps its own assets, subject to Meta's rules;
- Actib will delete or revoke credentials where appropriate;
- histories stored in Actib will follow the retention policy.