WhatsApp Media Policy
This policy explains how images, videos, audio, and documents are handled when you chat with us on WhatsApp.
Effective date: 9 July 2026
01 What media we accept
You may send:
- ✓ Images (photos)
- ✓ Videos
- ✓ Audio / voice notes
- ✓ Documents (PDF and other supported files)
Please send clear, relevant files only. Do not send illegal, harmful, or copyrighted content you do not have rights to share.
02 How media is stored
- • Media you send is linked to your WhatsApp chat with us.
- • Files are stored securely for business use (support, orders, records).
- • We do not download every file automatically into our systems when it arrives. Media is fetched when our team opens/views it in chat (to manage storage and WhatsApp’s file limits).
- • Media sent through WhatsApp’s Cloud API is encrypted by Meta and handled under Meta’s media rules (see section 03).
03 WhatsApp / Meta media availability (important)
We use Meta’s WhatsApp Cloud API for media. Meta issues a media ID for each file. That ID is required to download or reuse the file, and it expires after a limited time:
Incoming media (files you send us): Media IDs from WhatsApp webhooks expire after 7 days. If we do not fetch/save your file within that window, it may no longer be downloadable.
Uploaded / outbound media (files we send via API): Media IDs returned by Meta’s Media Upload API expire after 30 days. Uploaded files persist on Meta’s side for up to 30 days unless deleted earlier.
- • If our team views your media within Meta’s availability window, it can be saved and used for your request.
- • If media is opened after the media ID has expired, the file may no longer be downloadable from WhatsApp.
- • If that happens, we may ask you to resend the same file.
Tip: If your request depends on a document or photo (ID, invoice, prescription, etc.), please send it when you are ready for us to review it, or resend it if we ask — ideally within a few days so it stays within Meta’s 7-day incoming media window.
04 Duplicate files
If you send the same file again to us, we may ignore the duplicate and keep the first copy. This avoids clutter and repeated processing.
05 How we use your media
We use media only to:
- • Respond to your query
- • Process orders / applications / support
- • Keep necessary business records
We do not sell your media. Access is limited to authorised staff.
06 Retention
- • On WhatsApp / Meta: incoming media IDs typically expire after 7 days; uploaded media IDs after 30 days (see section 03).
- • Once we have saved media for your case, it may be kept as per our business and legal requirements.
- • Temporary or unused media may be removed after a retention period to protect privacy and free storage.
07 Your responsibilities
- • Send only files you are allowed to share.
- • Prefer clear photos and readable documents.
- • Do not send passwords, OTPs, or full card/bank secrets in media or chat.
- • If a file is urgent, mention it in your message (e.g. “Please check the attached PDF”).
08 Contact
For questions about this media policy, reply on this WhatsApp chat or contact our support team.
Support
Legal
By continuing to chat with us on WhatsApp, you agree to this Media Policy.