Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose

This Policy explains how Suffle Online provides WhatsApp and business-messaging functionality, including account connection, customer communication, business messaging, bulk messaging, campaigns, scheduling, templates, AI-assisted messaging and message reporting.

It is intended to establish a controlled messaging framework that protects recipients, customers, sellers and the Suffle platform.

2. Scope

This Policy applies to Suffle customer and seller accounts using WhatsApp-related features, including a connected WhatsApp number, manual sharing, business messaging, bulk messaging, campaigns, scheduled messages, templates, recipient lists, AI messaging and related reports.

It applies in addition to the Suffle Terms & Conditions, Acceptable Use Policy, Privacy Policy, Subscription Policy and Suffle AI Terms.

3. Company and Contact

Suffle Online is operated by Naucera Travel Private Limited.

Website: www.suffleonline.com

Support / Grievance Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Grievance Officer Mobile: 9707669981

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

4. WhatsApp Connection

A Suffle account may connect a WhatsApp number only through a legitimate connection or authorisation method supported by the applicable WhatsApp/Meta or provider environment.

Connection status must be based on an actual verifiable connection state, not merely on a saved phone number or user claim.

Connection states may include Connected, Syncing, Re-login Required, Disconnected, Connection Error, Service Unavailable and Not Connected.

5. One Active WhatsApp Connection

Unless Suffle explicitly introduces a different supported architecture, one Suffle account may have only one active WhatsApp Business connection at a time.

Connecting a new number requires the existing active connection to be disconnected and invalidated before the new connection becomes active.

Suffle must not silently operate multiple WhatsApp accounts simultaneously under one account where the product architecture does not permit it.

6. No Password or Security Bypass

Suffle must not ask users to provide WhatsApp passwords where a supported secure connection method is available.

Suffle must not bypass CAPTCHA, MFA, OTP, security checks, device verification, rate limits or other provider security controls.

Users must not provide OTPs, authentication codes or other sensitive credentials to Suffle staff, AI or other users.

7. Manual Sharing Without a Paid Plan

Where supported by the product configuration, a user without a paid WhatsApp messaging subscription may connect or use the legitimate WhatsApp connection for permitted manual sharing features.

Manual sharing must not be represented as automated business messaging or as guaranteed bulk delivery.

8. Paid Business Messaging Features

Paid subscription features may unlock business messaging and marketing-software capabilities configured by Suffle.

Available capabilities, limits and eligibility are controlled by the active subscription plan and Super Admin configuration.

Subscription payment and entitlement rules are governed separately by the Subscription Policy.

9. WhatsApp Policy Compliance

All WhatsApp functionality must be used in accordance with applicable WhatsApp/Meta policies, terms, business-messaging requirements and other provider rules.

Where provider rules are stricter than a Suffle feature setting, the provider rules prevail.

Suffle may restrict or disable functionality where required to maintain compliance.

10. Recipient Consent and Opt-In

Users and sellers are responsible for obtaining any required recipient consent or opt-in before sending promotional or other regulated business messages.

Recipient contact information must be collected and used lawfully and for an appropriate messaging purpose.

Buying, scraping, harvesting or obtaining recipient lists through unauthorised means is prohibited.

11. Opt-Out and Suppression

Recipients must be provided an appropriate way to stop receiving promotional or recurring business messages where required.

Opt-out requests must be respected and should result in suppression from future applicable campaigns.

Users must not intentionally message recipients who have opted out, except where a separate lawful communication is necessary and permitted.

12. Bulk Messaging

Bulk messaging is a controlled business feature, not a guarantee that every recipient will receive a message.

Bulk campaigns must pass applicable validation for connection status, subscription entitlement, recipient eligibility, consent/opt-out controls, content and provider limitations before sending.

Provider-imposed limits and enforcement take priority over Suffle-configured limits.

13. Campaign Workflow

A campaign may follow the controlled workflow: Create → Audience → Template → Connection → Plan → Consent → Opt-out → Validate → Preview → AI assistance where enabled → Approval → Send/Schedule → Queue → Actual Send/Status → Report.

Each stage should be recorded sufficiently to support operational control and troubleshooting.

14. Campaign States

Campaign states may include Draft, Scheduled, Queued, Sending, Paused, Completed, Partially Completed, Failed and Cancelled.

Campaign status must reflect the actual platform state and must not be presented as completed when messages have not actually been processed.

15. Message Delivery States

Individual message status may include Pending, Sent, Delivered, Read and Failed, depending on what the provider actually reports.

Suffle must not fabricate delivery or read status.

A Sent status must not be interpreted as a guarantee that the recipient read or acted on the message.

16. Templates

Where provider rules require approved or predefined message templates, users must use templates that satisfy those requirements.

Templates may be managed centrally or by authorised users according to plan and role permissions.

Template content must not be misleading, deceptive, unlawful or designed to evade provider controls.

17. Recipient Lists and Segmentation

Recipient lists must be based on data the user is authorised to use.

Segmentation may use permitted customer, seller or campaign attributes, but must respect privacy, consent, opt-out and access-control requirements.

Recipients from unrelated users or accounts must never be exposed.

18. Message Content

Users are responsible for the accuracy and legality of messages they send.

Messages must not contain unlawful threats, fraud, impersonation, malicious links, malware, deceptive claims, prohibited products or content that violates applicable provider rules.

Suffle may block or flag content that creates security, legal, privacy, fraud or provider-compliance risk.

19. AI-Assisted Messaging

Suffle Super AI may assist with drafting, rewriting, personalisation, segmentation suggestions, campaign content, summaries or other permitted messaging tasks.

AI-generated content must be reviewed where appropriate before sending.

AI must not invent customer facts, offers, prices, discounts, order status, delivery status, payment status or other material information.

AI assistance does not transfer responsibility for the final message away from the authorised sender.

20. Customer and Seller Data

Messaging features may process recipient names, phone numbers, message content, campaign information, delivery statuses and related metadata where necessary for the requested service.

Access must be limited according to account role, permissions and lawful purpose.

Seller messaging data must remain isolated from other sellers.

21. Privacy and Data Protection

WhatsApp messaging data is processed under Suffle's Privacy Policy and applicable data-protection requirements.

Users must not upload or import personal data into messaging features unless they have the necessary authority and lawful basis to do so.

Sensitive personal information should not be unnecessarily included in bulk messaging lists or message content.

22. Security of Messaging Connections

Connection tokens, credentials and other secrets must be protected and must not be exposed to customers, sellers, AI prompts, ordinary support interfaces or other unauthorised parties.

Disconnected or invalidated connections must not continue sending messages.

Security controls may include access restrictions, logging, monitoring and anomaly detection.

23. Sending Limits and Safety Controls

Super Admin may configure subscription and messaging limits, including monthly limits, campaign limits, recipient limits, batch size, pause intervals, hourly/daily limits, retry limits and safety-pause thresholds.

These are platform controls and do not override provider-imposed limits.

Suffle may reduce or suspend sending where provider risk, abuse, complaint rates or unusual activity is detected.

24. Batch and Pause Controls

Bulk sends may be processed in batches with configurable pauses or throttling where supported.

Actual sending speed may be constrained by provider limits, connection health, safety controls and plan entitlements.

Suffle must not promise a specific throughput when the underlying provider does not guarantee it.

25. Retry Rules

Failed messages may be retried only within configured limits and where retrying is technically and legally appropriate.

Repeated provider failures, recipient complaints, opt-outs or safety signals may cause retries or campaigns to be paused.

26. Campaign Approval

Where configured, a campaign may require user or administrative approval before sending.

Approval confirms permission to proceed within the platform; it does not guarantee provider acceptance or successful delivery.

27. Scheduling

Authorised users may schedule eligible campaigns for a future time.

Scheduled campaigns remain subject to plan validity, connection status, recipient eligibility, consent/opt-out status, provider rules and safety controls at the actual sending time.

A campaign may be paused, cancelled or prevented from sending if these conditions are no longer satisfied.

28. Reporting and Usage

Messaging reports must be based on actual recorded processing and provider responses.

Usage counters should reflect actual message processing according to the applicable plan's counting rules.

Suffle must not fabricate delivery, read, failure or usage metrics.

29. Subscription and Entitlement

WhatsApp business messaging functionality may depend on an active eligible Suffle subscription.

Subscription activation occurs only after applicable payment verification or authorised manual activation by Super Admin.

Expiry, suspension, cancellation or plan changes may affect messaging capabilities according to the Subscription Policy.

30. Super Admin Controls

Super Admin may configure plans, messaging availability, Business messaging access, campaign features, templates, segmentation, AI messaging, reporting and usage limits.

Super Admin may also configure operational safeguards such as recipient/campaign limits, batching, pauses, retries and safety thresholds.

Administrative changes should be logged and access-controlled.

31. Seller Messaging

Sellers may use permitted WhatsApp features for customer communication, marketing and business operations within their account permissions and subscription entitlement.

Sellers remain responsible for lawful recipient acquisition, consent, message content, opt-outs and compliance with provider rules.

Sellers must not use Suffle to spam customers or contact recipients unrelated to their legitimate business purpose.

32. Transactional vs Promotional Messages

Transactional messages may relate to an existing customer action, order, support request or other service interaction.

Promotional messages include marketing, offers, campaigns and sales communications.

Users must classify and send communications appropriately and comply with applicable consent, template and provider requirements.

33. Prohibited Messaging Practices

Prohibited practices include spam, unsolicited bulk messaging, purchased or scraped recipient lists, impersonation, deceptive offers, phishing, malware distribution, harassment, unlawful threats, fraudulent schemes and attempts to evade provider enforcement.

Using multiple accounts, numbers, identities or technical workarounds to circumvent Suffle or provider restrictions is prohibited.

34. Account and Number Changes

When a connected WhatsApp number is changed, the old connection must be disconnected and invalidated before the new connection is established.

Existing campaign queues should not continue using an invalidated connection.

Historical message records may remain according to applicable retention rules.

35. Provider Suspension or Restriction

WhatsApp/Meta or another provider may restrict, suspend, review or terminate messaging access independently of Suffle.

Suffle may also restrict messaging to protect users, comply with law or provider rules, or respond to abuse/security signals.

Suffle cannot guarantee restoration of access controlled by a third-party provider.

36. Third-Party Availability

WhatsApp and related infrastructure are third-party services. Their availability, policies, APIs, limits and enforcement may change.

Suffle does not guarantee uninterrupted connectivity, delivery or compatibility with every provider change.

37. Payment Separation

WhatsApp software subscription payments are separate from marketplace product purchases.

Marketplace order payments use the central marketplace payment system; WhatsApp subscription payments use the subscription billing flow.

Messaging activity must not alter marketplace order payment or seller settlement records.

38. No Guaranteed Delivery

Suffle cannot guarantee that a message will be sent, delivered, read or acted upon.

Provider rules, recipient availability, blocked numbers, device/network conditions, policy enforcement and other factors may affect delivery.

39. Monitoring and Enforcement

Suffle may monitor messaging activity using automated and human controls to identify abuse, fraud, security threats, policy violations and provider-compliance risks.

Actions may include warnings, campaign pauses, message blocking, connection suspension, feature restriction or account suspension.

40. Records and Audit Trail

Suffle may retain relevant campaign, message, connection, subscription, consent/opt-out, delivery and administrative records for security, operations, dispute handling, reporting and legal compliance.

Retention is governed by the applicable privacy and retention policies.

41. User and Seller Responsibility

Users and sellers are responsible for ensuring they have the right to message recipients and that their campaigns comply with applicable law, provider rules and Suffle policies.

Suffle provides the software and controls but does not become the sender of every message merely because its platform is used to prepare or transmit a campaign.

42. Complaints and Grievances

Users may report messaging problems, unauthorised activity, account issues or policy concerns through Suffle support and grievance channels.

Recipients or affected persons may also use available provider reporting mechanisms where appropriate.

Complaints may result in investigation and temporary controls where necessary.

43. Security Incidents

Suspected compromise of a WhatsApp connection, account, token or campaign should be reported promptly.

Suffle may disable a connection, pause campaigns, revoke access or require re-authentication to contain a security incident.

44. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Privacy Policy, Data Security & Protection Policy, Acceptable Use Policy, Subscription Policy, Payment Information Policy, Suffle AI Terms, Email Communication Policy, Grievance Redressal Policy and Account Deletion & Data Retention Policy.

45. Policy Changes

Suffle may update this Policy when WhatsApp/Meta requirements, laws, security practices, subscription features or messaging architecture change.

The current version should be maintained through Suffle's central legal/policy management system.

46. Legal and Implementation Note

This Policy describes Suffle's intended WhatsApp and business-messaging framework. Actual production controls must match the live technical architecture, provider approvals, subscriptions, permissions and applicable provider policies.

Before launch or material feature changes, the implementation should be reviewed for applicable Indian privacy, e-commerce, consumer-protection, messaging and technology requirements and by qualified legal counsel where appropriate.

Critical WhatsApp / Business Messaging Rules

·       Only one active WhatsApp Business connection per Suffle account unless Suffle explicitly supports otherwise.

·       Use legitimate provider-supported authentication; never bypass CAPTCHA, MFA, OTP, rate limits or other security controls.

·       Obtain required recipient consent/opt-in and honour applicable opt-outs and suppression requests.

·       Do not scrape, buy or unlawfully harvest recipient lists.

·       Provider policies and limits always prevail over Suffle-configured messaging settings.

·       Campaign and message statuses must reflect actual system/provider results; never fabricate Sent, Delivered, Read, Failed or usage states.

·       AI may assist with messaging but must not invent material facts, offers, orders, payments or delivery information.

·       Paid WhatsApp messaging subscription and marketplace purchase/payment systems remain separate.

·       Suffle cannot guarantee message delivery, read status, response or provider availability.

Support / Grievance Contact

Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Mobile: 9707669981

Website: www.suffleonline.com

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

Implementation Requirement

All WhatsApp and business-messaging functionality should use one central messaging architecture covering connection management, recipient/consent controls, campaigns, templates, queueing, sending, delivery statuses, usage accounting, safety controls, reporting, audit logs and subscription entitlements. Separate duplicate messaging systems should not be introduced for individual modules such as sellers, support, marketing or AI.