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The following policies apply under both jurisdictions and are available in English.

Neobiz Acceptable Use Policy (AUP)

Version: 2026-07-1 · Incorporated into your Terms of Service.

This Acceptable Use Policy governs how merchants ("you") may use the Neobiz platform and, in particular, the Messaging Channels (in-app push, email, WhatsApp, SMS). It exists to keep the platform, its merchants, and their members safe and compliant, and to protect Neobiz's relationships with BSPs, telcos, Meta, and payment networks. Breach of this AUP is a material breach of the Terms and may result in immediate suspension (Terms §6.2).

1. The core principle

You are the data controller for your members and the decision-maker for your messages. Neobiz provides the tools and transmits on your instruction. You are responsible for the lawfulness of the contacts you load and the messages you send.

2. General prohibitions

You will not use the Service to:

  • violate any law or regulation, including UU PDP (Law 27/2022) and Kominfo/telco/Meta rules;
  • upload data you have no right to use, including purchased, rented, scraped, or harvested contact lists;
  • send unlawful, deceptive, fraudulent, infringing, defamatory, obscene, hateful, or harassing content;
  • impersonate any person or entity, or misrepresent your identity or affiliation;
  • distribute malware, phishing, or attempt to breach security or access other tenants' data;
  • resell, sublicense, or provide the Service to third parties except your own members in the ordinary course; or
  • circumvent rate limits, credits, quotas, or technical protections.

3. Lawful marketing — consent, imports, and opt-outs (the key section)

3.1 Lawful basis for contact. You will only send marketing or promotional messages to a person where you have that person's consent or another valid lawful basis under UU PDP Art. 20. You will not message people who have not consented or whose basis you cannot demonstrate.

3.2 Imports. When you import or bulk-add contacts, you confirm — and the platform records your attestation — that you have a lawful basis to contact those people via the channels you select. You will not import lists obtained from third parties without an independent lawful basis for you to contact them.

3.3 Transactional vs. marketing. Use no-consent / "transactional" sends (e.g., order/booking confirmations, service alerts) only for genuinely transactional content. Do not use them to deliver promotions to people who have not opted in. (The campaign builder warns on this; the warning is part of the rules, not just UI.)

3.4 Opt-outs / unsubscribe. You will honour every opt-out promptly. The platform records per-channel opt-outs and suppresses opted-out recipients before each send; you will not attempt to bypass, re-import, or re-subscribe a person who has opted out without fresh consent. WhatsApp "STOP"/SMS "STOP" and email complaints are treated as opt-outs.

3.5 Identification. Marketing messages must clearly identify you (the merchant) as the sender and not imply they come from Neobiz or a third party.

3.6 Frequency & quiet hours. You will respect reasonable frequency caps and quiet-hours settings and not use the Service to harass recipients with excessive messaging.

4. Channel-specific rules (BSP / Meta / telco pass-through)

4.1 WhatsApp. You will comply with the WhatsApp Business Messaging Policy and Meta's Commerce/Business policies: opt-in required, approved message templates for business-initiated marketing, no prohibited goods/content, and honouring user blocks and opt-outs. Sustained low quality ratings or high block rates may force suspension.

4.2 SMS. You will comply with applicable telco and sender-ID rules in Indonesia (Telkomsel/Indosat/XL/Tri/Smartfren). You will not spoof sender IDs or send to do-not-disturb-registered numbers where prohibited.

4.3 Email. You will maintain good sending hygiene (valid from-domains with SPF/DKIM/DMARC, low bounce/complaint rates) and honour unsubscribe/complaint signals.

4.4 Content rules (sectoral). Consistent with the AI content rules (docs/prd/07-ai-layer.md §7.7): no unverified medical-efficacy claims (wellness/clinics), no asserting halal/non-halal status that you cannot substantiate, no lottery/undina-style gambling framing, and respect for religious-sensitivity windows.

5. Member data & privacy

5.1 You will provide your members a privacy notice based on the Neobiz-provided template, keeping the required core clauses intact (DPA §3.6), and handle their rights (access, correction, deletion, objection) as the controller. Neobiz will assist you as processor per the DPA.

5.2 You will not use Member Data for purposes incompatible with the notice you gave members or the basis on which you collected it.

6. Enforcement

6.1 Monitoring & complaints. Neobiz may act on complaints, BSP/telco/Meta signals, spam-trap hits, and abuse reports.

6.2 Remedies. Depending on severity, Neobiz may warn you, throttle or disable a Messaging Channel, suspend campaigns, suspend the account, or terminate the Agreement. For severe or repeated violations (illegal lists, high complaint rates, prohibited content), suspension may be immediate and without prior notice (Terms §6.2).

6.3 Cooperation. You will cooperate with reasonable requests to investigate suspected violations and to remediate.

7. Reporting

Report suspected abuse or policy violations to hello.id.

This AUP is part of the Terms of Service. Capitalised terms have the meanings given there.