Last updated: 6 August 2026
Who these terms bind
This is the agreement between Support Fellow ("we", "us") and you — the business, or the person acting for a business, that signs up, connects a store, or sends so much as a single message through us. Creating an account, linking your order flow, or letting one message go out counts as accepting it. If you are agreeing on behalf of a company, you are confirming you have the authority to commit that company. If any of this does not work for you, the answer is simply not to use the service. We operate from Shop # 62, Second Floor, Central Plaza Shopping Mall, behind Gul Plaza, 75800, Karachi, Pakistan.
What you are actually buying
We connect your store to the official WhatsApp Business Platform (Meta Cloud API) and run the customer-facing messaging on top of it: answering the questions shoppers ask, confirming cash-on-delivery orders, and sending dispatch and delivery updates against orders they placed. What we are aiming at is faster answers, fewer abandoned COD orders, fewer parcels riding back to you, and dispatch decisions made on real information. What you are not buying is a broadcasting tool. The service exists for opt-in, customer-initiated support and transactional order messaging; it is not a marketing blaster, not a cold-outreach channel, and not a route to people who never agreed to hear from you.
What we are not
Support Fellow is an independent business that happens to be built on Meta's platform. We are not affiliated with, endorsed by, sponsored by, or in partnership with WhatsApp, Meta or Facebook, and nobody at our end may tell your customers otherwise. Your use of WhatsApp's infrastructure is separately governed by Meta's and WhatsApp's own terms and policies, which sit alongside this agreement rather than underneath it. If Meta changes its rules, throttles a number, or suspends platform access, our ability to deliver changes with it — that is outside our control and outside what we can be held to.
Consent, and why it decides everything else
Every other clause here rests on this one. You may message a customer only where that customer gave active, affirmative consent at your checkout: an unticked box they ticked themselves, which names your store, makes clear the messages land on WhatsApp, and says they are transactional support and order-update messages. "They ordered, so they agreed" is not consent. A pre-ticked box is not consent. And a list gathered under one of your brands is not consent for a different one — a shopper who bought from one store has not agreed to hear from another name you happen to own. You must keep proof of consent and produce it when we ask. You are answerable for the accuracy of every number you pass us and for holding the legal right to pass it.
Templates clear Meta, not us
Nothing goes out that Meta has not already seen. Each message format is filed for review and cleared before it can carry a single send, which is why setup includes a wait nobody can skip. Two things are then off-limits: pushing content that was never reviewed, and editing a cleared template until it means something else — a utility template rewritten into a promotion is a breach, not a shortcut. Meta reserves the right to reject, pause or withdraw templates and messaging permissions under its own rules and on its own timetable. If it does, your sending stops until the matter is settled, and the resulting gap is not something we can be held liable for.
Uses that will get you cut off
The following end your access, and we will not argue about them:
- Buying, scraping, renting, importing or otherwise sourcing contact lists.
- Bulk, cold or unsolicited messaging of any kind.
- Messages outside genuine customer support and order updates, including promotions dressed as utility templates.
- Content in WhatsApp's or Meta's restricted Commerce-Policy categories — illegal goods, weapons, drugs, adult services and the rest.
- Harassment, deception, impersonation, malware, or anything unlawful.
- Overloading, reverse-engineering, reselling or circumventing the service.
Breaking these can get your messaging throttled or your account closed without a refund, and it puts your own WhatsApp Business standing at risk — usually the more expensive of the two losses.
Your account and your details
Your login is yours to protect, and everything done under it is treated as done by you. Keep your store connection and contact details current, and tell us promptly if you think someone else has got in. We may need to verify your business before switching sending on, and we can decline or pause an account we have reasonable grounds to believe is being used against these terms.
Money
Where the service is paid, your plan or order form sets out pricing, the billing cycle, and any platform messaging charges. Fees fall due as stated there and, unless the law says otherwise or we agree in writing, they are not refundable. Meta levies its own conversation charges, which may be passed through or billed separately as your plan describes. We can adjust pricing on reasonable notice; carrying on after a change means you have accepted it.
Customer data: you decide, we execute
For your customers' data you are the controller and we are your processor, acting on your instructions as set out in our Privacy Policy. Having a lawful basis to collect and share that data is your responsibility, as are your own privacy disclosures to shoppers and your compliance with Pakistani law and any other rules your business falls under. If a claim arises from your breach of these terms, your misuse of the service, or the way you handled customer data, you agree to cover us for it.
What we promise, and what we refuse to promise
We work to keep the service reliable and we will tell you when something is broken. We do not promise uninterrupted, error-free or always-available operation, and we may update, improve, suspend or retire features and carry out maintenance, sometimes without notice. Because delivery depends on WhatsApp, Meta, telecom networks and the customer's own handset, no individual message can be guaranteed delivered, read or answered. Beyond that, we refuse on principle to sell outcomes we cannot control: we will not guarantee that an account is safe from Meta restriction, that abandoned orders drop by any particular figure, or that customers reply. Any numbers we quote are illustrative. The service is provided "as is" and "as available", and to the fullest extent the law allows we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
If something goes wrong
To the maximum extent the law permits, we are not liable for indirect, incidental, special, consequential or punitive losses — lost profits, lost sales, lost data or damage to reputation — arising from your use of the service or your inability to use it. Where liability cannot be excluded, our total liability for any claim is capped at the fees you paid us in the three months before the event behind it. Nothing here limits liability that cannot lawfully be limited.
Ending it
Either side can walk. You close your account whenever you decide to, with no notice period and no exit interview. From our side, we can suspend or end access where you breach these terms, expose us to legal or platform risk, or leave an invoice unpaid. Once it ends, your access stops that day, and customer data is deleted or handed back on the timetable set out in our Privacy Policy, minus anything a law obliges us to keep. A few clauses are built to outlive the relationship: what you still owe, the liability cap, the indemnity, and which country's courts settle a dispute.
Law, changes, and reaching us
Pakistani law governs this agreement, and disputes go to the courts of Karachi, Sindh, unless mandatory law directs otherwise. We may revise these terms and will change the date at the top when we do; continuing after a revision means you accept it. Write to Support Fellow, Shop # 62, Second Floor, Central Plaza Shopping Mall, behind Gul Plaza, 75800, Karachi, Pakistan, email info@supportfellow.xyz, or call +92 371 1099393.
Acceptable use, on one page
If you read nothing else here, read this. It is the summary we would hand to Meta, and the standard we hold every merchant to.
- Opt-in only. A message goes out only after the customer ticked an unticked box at your checkout that named your store, said the message arrives on WhatsApp, and made clear it is support or an order update rather than an advert.
- The name on the message is the name they bought from. If a customer ordered from one of your stores, the message must carry that store's name. Messaging them under a different brand you also own reads as spam to the person receiving it, and to Meta.
- Real interactions only. Every send ties back to an order the customer placed or a question they asked. No campaigns, no cold outreach, no promotions smuggled inside a utility template.
- Clean lists only. No buying, scraping, renting or importing contacts. Your own consenting customers, and nobody else.
- STOP always wins. One reply and we stop that number for your store, immediately and permanently. The opt-out is never hidden and never penalised.
- Approved templates only. Meta sees and approves every template before it goes live.
- Nothing prohibited. No restricted Commerce-Policy categories, and nothing unlawful, deceptive or harassing.
- Built on, not part of. We run on the official WhatsApp Business Platform and are independent of WhatsApp, Meta and Facebook.
Break these and we may pause or close your access — to protect your customers, the platform, and every other merchant relying on it. Questions: info@supportfellow.xyz, +92 371 1099393.