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

BotSailor measures usage against the limits shown for your purchased package. Depending on your plan, that may include subscribers, white-label end-user accounts, message credit, team seats, and other metered resources in your usage log.

• Subscribers: each subscriber record linked to your bots, channels, phone numbers, pages, or other connected channels under the account counts toward subscriber usage for the billing cycle.
• Member users (white-label): each member (end-user) account created under a white-label account counts toward user usage, up to the package user limit where one applies.
• Message credit: where your plan uses message credit, eligible message operations consume credit when they run. Failed, retried, queued, or provider-processed activity may still be recorded, depending on the operation and provider response.
• Team members: team seats grant access to an account. Any team-seat limit shown for your package still applies.
• Shared pool: subscriber, user, and message-credit allowances are shared across all bots, channels, workspaces, and team seats under the same account — they are not separate per channel unless your offer says otherwise. For white-label Agency accounts (including PPU and Whitelabel Flex), those allowances are also shared across the Agency and all Member (end-user) accounts under it.
• Other limits: any other metered item shown in your usage log (for example connected bots or channels, AI tokens or assistants, media storage, or livechat limits) also counts when included in your package.
• Billing cycle: usage counters normally reset or renew with your account billing cycle. Unused allowances do not roll over unless your purchased offer expressly says they do.

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 corresponding pricing pages. Always rely on the limits displayed for your purchased package in the account when planning campaigns or creating users and subscribers.

Meaning of No Message-Credit Limit

No message-credit limit means that the applicable package is not restricted by a prepaid 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 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, system may block or refuse additional actions that would exceed that limit. For example, creating new subscribers, creating 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 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 and billing from being bypassed by repeatedly creating, deleting, and recreating records during the same billing cycle. It applies to accounts whose package includes deletion retention — including basic (FREE), premium packages, and legacy Agency packages. It does not apply to legacy Pay-As-You-Use (PPU) packages and new Whitelabel flex. Where deletion retention applies to an account:

• Active (communication activity) subscribers from the current billing cycle may not be deleted until the billing cycle renews. Older subscribers and any record with no communication activity may still be deleted.
• Member accounts (end-users) created in the current billing cycle may not be deleted until the billing cycle renews. Older Members may still be deleted. This prevents creating users to inflate usage and removing them before the cycle ends. Team-member accounts are not subject to deletion retention, although team-seat limits and account permissions still apply.

Automatic Subscriber Cleanup

To help control subscriber usage and keep the platform efficient, we may remove subscriber records associated with expired accounts as described below. This cleanup targets subscriber and related messaging data like chat history. It does not by itself delete user login accounts.

• White-label accounts may optionally enable subscriber auto-delete in Billing. When enabled, subscribers belonging to member accounts that have remained expired for the selected period may be deleted automatically in the background. White-label account owners remain responsible for choosing an appropriate retention period and for any impact on their end-users` contact lists, automations, and reporting.
• Under Whitelabel Flex, a free/trial package is subject to a forced subscriber limit to help prevent misuse. The applicable maximum is published on the corresponding pricing page and also appears in billing. If a member is switched from a higher plan to free/trial while over that limit, excess subscriber records may be deleted automatically across all channels. Older records are removed first so newer subscribers are available within the allowed maximum.
• Separately, BotSailor may automatically delete subscribers under long-expired white-label accounts when the applicable white-label account expiry has been reached for six (6) months or more. This platform cleanup may cover subscribers owned by the account and by its member accounts.
• During that long-expired white-label cleanup, BotSailor may also check whether the account’s custom domain is still reachable. If the domain is no longer accessible, BotSailor may clear the custom domain from the account and remove the related Cloudflare custom-hostname / SSL mapping so unused domains do not remain attached to the platform.
• Automatic subscriber cleanup may run in batches over time. Deletion is permanent once processed and may update related usage counters. It does not guarantee an immediate reduction of already billed amounts for a completed billing period.
• Personal-data handling, backups, and legal retention for deleted records remain subject to our Privacy Policy and GDPR Policy.

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, automatic subscriber cleanup, or the appropriate package for your workload, contact BotSailor support before beginning unusually high-volume activity.