Summary
In certain situations - such as unpaid balances, violations of our terms or policies, suspected misuse, fraud, or security concerns - we may need to restrict or terminate an account.
When this happens, we follow a structured process to ensure:
Access is removed promptly and securely
Billing is stopped or adjusted appropriately
Account data is handled according to our policies
All actions are properly recorded for compliance and audit purposes
Our goal is to maintain a safe, secure, and reliable experience for everyone using the platform.
This guide explains when and how an account may be terminated by Wati and what customers can do after the termination.
Instructions
When Wati May Terminate an Account
Account termination is different from account cancellation.
Account termination is initiated by Wati when an account violates our policies or poses a risk to the platform. In these situations, Wati may suspend or permanently terminate the account.
Wati may terminate an account for reasons including:
Repeated failed payments or outstanding invoices.
Chargebacks or suspected fraudulent activity.
Violations of the Terms of Service or Acceptable Use Policy.
Spam, abuse, or prohibited messaging activity.
Security risks, account compromise, or misuse.
Legal or regulatory requirements.
Violations of platform or partner policies.
Account cancellation, on the other hand, is a voluntary request made by the account owner to stop using Wati. Customers who want to close or cancel their Wati account can request cancellation at any time by following the standard account cancellation process.
How long is data retained after account termination
In accordance with our Data Processing Agreement (point 13), your account data is retained for up to 90 days after termination. After this period, the data is permanently deleted from our systems.
During this 90-day period, you may have the option to reactivate your account and restore its associated data. However, after the 90-day window, all account data, including chat backups, will be permanently deleted and cannot be recovered.
How to get a copy of your data before deletion
If you need a copy of your data before it is deleted or have any other questions, contact our support team using the help widget available in your Wati Team Inbox. Alternatively, you can also use the help widget available in our help center to reach out to us.
What to do if you have billing or invoice questions
If you have any questions about billing or invoices, please contact our billing team at [email protected]. Please note that as per Wati's Terms and Conditions, no refunds are provided after account cancellation.
Additional resources
For more details, please review Wati’s Terms and Conditions and Data Processing Agreement.