Introduction

This Fair Usage Policy explains how BotSailor plan allowances may be used and the safeguards we apply to keep the platform reliable, secure, and fair for all customers. It forms part of our Terms of Service and applies to use through the dashboard, APIs, integrations, automations, broadcasts, and team accounts. Content, consent, and prohibited activity rules remain governed by our Terms of Service.

Your order, pricing page, package details, and account usage log show the specific limits included with your plan. If they differ from a general description in this policy, the limit displayed for your purchased package will apply.

How Plan Usage Is Measured

• Subscriber usage is measured using subscriber records associated with your connected channels and account during the applicable billing cycle.
• User usage is measured using end-user or customer accounts created under an Agency account, subject to the purchased package limit.
• Message-credit usage, where applicable, is measured when an eligible message operation consumes platform credit. Failed, retried, queued, or provider-processed activity may be recorded according to the operation and provider response.
• Team members are access seats under an account and are distinct from Agency end-user accounts. Any team-seat limit shown in the package remains applicable.
• Unless a package expressly separates them, subscriber, user, and message-credit allowances are shared across your connected bots, phone numbers, pages, channels, workspaces, and team seats under the same account.
• Other package-metered resources shown in the usage log — such as connected bots or channels, team seats, AI tokens or assistants, media storage, livechat restrictions, or similar module limits — also count toward fair use when included in your package.
• Usage counters normally reset or renew according to the account billing cycle. Unused allowances do not roll over unless expressly stated in the purchased offer.

Where to Check Live Limits

Your live package allowances and current usage are shown in your account usage log. Package options and advertised limits are also available on the pricing page and at checkout. Always rely on the limits displayed for your purchased package in the account when planning campaigns or creating users and subscribers.

Plan-Specific Allowances

Premium

• Premium packages include a defined subscriber limit shown on the pricing page, checkout, or account usage log.
• Premium packages do not have a BotSailor message-credit limit. This does not remove third-party messaging charges, conversation charges, template restrictions, rate limits, or policies imposed by WhatsApp, Meta, Telegram, email providers, or other connected services.

White-label Reseller Agency

• Agency packages include defined limits for end-user accounts and subscribers, as displayed for the purchased package.
• Agency packages do not have a BotSailor message-credit limit. Connected providers may still impose their own fees, throughput limits, quality controls, and messaging restrictions.
• Creating multiple users, workspaces, or team accounts to avoid an Agency user or subscriber limit is prohibited.
• The Agency account owner is responsible for the fair use of their end-users, team members, bots, and campaigns. Misuse by those accounts may result in enforcement against the parent Agency account.

White-label Reseller Pay-As-You-Use (PPU) Agency

• PPU packages do not have a BotSailor user or subscriber limit unless a specific offer expressly states otherwise.
• PPU usage is governed by available message credit. Eligible message operations consume credit according to the rates and rules displayed in the account or applicable pricing information.
• Message sending may pause or fail when credit is insufficient. Users are responsible for maintaining adequate credit and any required third-party provider balance.
• As with other Agency arrangements, the parent account remains responsible for end-user and team usage under this policy.

Meaning of No Message-Credit Limit

No message-credit limit means that the applicable package is not restricted by a prepaid BotSailor message-credit allowance. It does not mean unrestricted or guaranteed message delivery, unlimited infrastructure consumption, or permission to send spam. All use remains subject to this policy, technical capacity, anti-abuse controls, applicable law, recipient consent, and third-party platform rules.

Where no BotSailor message-credit cap applies, usage must still remain within a fair and reasonable level for the package and shared platform. Sustained abnormal load, extreme burst traffic, or patterns that impair Service reliability for other customers may be throttled, queued, or restricted.

When a Limit Is Reached

If a package allowance is reached, BotSailor may block or refuse additional actions that would exceed that limit. For example, creating new subscribers, creating Agency end-user accounts, enabling inactive accounts, connecting additional bots or channels, consuming AI tokens, or consuming further message credit may be restricted until capacity is available again.

• You may upgrade to a higher package, wait for the next billing-cycle renewal where applicable, purchase an available add-on, or top up PPU message credit.
• Available add-ons and upgrade options are shown on the add-on pricing page and inside the account where offered.
• Reaching a limit does not entitle you to continue usage at no charge, bypass deletion retention, or create duplicate accounts to obtain additional capacity.

Subscriber and User Deletion Retention

Deletion retention prevents usage limits from being bypassed by repeatedly creating, deleting, and recreating records during the same billing cycle. Where deletion retention applies to an account:

• Recent active subscribers from the current billing cycle may not be deleted until the billing cycle renews. Older subscribers and eligible records with no communication activity may still be deleted.
• When an account owner or Agency deletes users, Member accounts created during the current billing cycle may not be deleted until that cycle renews.
• Team-member accounts are not subject to Member account deletion retention, although team-seat limits and account permissions still apply.
• For a mixed bulk deletion, eligible records may be deleted while protected records remain until the renewal date shown by the platform.
• Scheduling account deletion does not immediately erase all data. Processing time, security logs, legal obligations, backups, and the retention periods described in our Privacy Policy may delay complete removal.

Deleting a bot, channel, subscriber, user, workspace, or account does not retroactively reduce billable or recorded usage for a completed or current billing period.

Responsible Messaging Requirements

You must:

• Send messages only to recipients for whom you have a valid lawful basis and any consent required by law or the connected platform.
• Honor opt-out, unsubscribe, blocking, and do-not-contact requests promptly.
• Use approved templates and messaging categories where required, and provide accurate sender and business information.
• Maintain reasonable sending rates and list quality, and monitor complaints, blocks, failures, and provider quality ratings.
• Protect account credentials, API keys, access tokens, webhook secrets, and customer data.

Broadcasts, Sequences, and Campaign Volume

Broadcasts, drip sequences, automation replies, bulk campaigns, and similar outbound activity remain subject to this Fair Usage Policy. Large campaigns still count toward applicable subscriber, user, and message-credit rules, and they remain subject to provider throughput, template, quality, and anti-spam controls. You are responsible for pacing campaigns and avoiding sudden volume spikes that may trigger provider restrictions or impair Service reliability.

API and Webhook Fair Use

Use of BotSailor APIs, webhooks, developer console access, and related integrations is included in fair use. You must not generate excessive API calls, recursive or looping webhook traffic, abusive polling, or automated workloads that degrade platform performance or create disproportionate load relative to your package. We may throttle, rate-limit, queue, or suspend API or webhook access when necessary to protect the Service or other customers.

Third-Party Charges, Quality Ratings, and Messaging Tiers

BotSailor plan allowances are separate from fees and limitations imposed by third parties. You remain responsible for Meta or WhatsApp conversation and template charges, telecommunications costs, email or SMS provider fees, AI provider usage, commerce-platform fees, and any other connected-service charges.

Connected platforms such as WhatsApp and Meta may also impose their own messaging tiers, daily unique-contact limits, quality ratings, template approvals, throughput caps, and enforcement actions. A BotSailor package that allows message volume does not override those provider controls. Third parties may delay, reject, throttle, suspend, downgrade quality, or charge for activity independently of BotSailor.

Monitoring and Enforcement

We may monitor aggregate and account-level usage, including message volume, subscriber and user creation, API traffic, errors, complaints, automation patterns, and resource consumption, to operate the Service and detect abuse.

If use violates this policy or creates material risk to the platform, recipients, providers, or other customers, we may take proportionate action, including:

• Requesting information or corrective action
• Applying temporary throttling, rate limits, queuing, or feature restrictions
• Blocking a campaign, automation, API key, bot, connected account, or deletion attempt
• Requiring an appropriate package, additional capacity, or PPU credit
• Suspending or terminating access for serious or repeated violations, including where Agency end-user misuse affects the parent account

Where reasonably possible, we will provide notice and an opportunity to correct ordinary usage issues. We may act immediately where necessary to address security threats, unlawful activity, spam, fraud, provider enforcement, or a risk of material service disruption.

Service Availability and Changes

Usage allowances do not guarantee uninterrupted availability, a specific delivery rate, or permanent access to any third-party feature. We may update technical safeguards and this policy to reflect platform capacity, provider requirements, legal obligations, pricing models, or abuse patterns. Material changes will be communicated where required.

Contact Us

If you have questions about usage calculations, deletion retention, or the appropriate package for your workload, contact BotSailor support before beginning unusually high-volume activity.