WhatsApp Terms of Service
Chatting with us on WhatsApp — the rules
Last updated May 19, 2026
When you message a Sohnne WhatsApp number — either by clicking an “Or WhatsApp us” button on our site or by saving our number and starting a chat — you're consenting to ongoing conversation with us about your inquiry, your order, or your project.
We use WhatsApp the way we'd use email or phone: a direct line to your designer. We don't send marketing or promotional messages on this channel without a separate explicit opt-in.
What you'll receive
- Replies from your assigned Sohnne designer when you message us first.
- Order confirmation, production milestones, and shipping updates tied to your order.
- Delivery photos, customization swatches, and reference images relevant to your project.
- Occasional account or assembly-appointment reminders tied to your order.
- Replies to questions you ask about a product, finish, fabric, lead-time, or your project.
How you opt in
- By messaging a Sohnne WhatsApp number first — the act of starting the conversation counts as your consent for ongoing communication about your inquiry.
- By clicking an "Or WhatsApp us" button on any Sohnne form (Trade Program, Customization, Contact) and sending the pre-filled message.
- We do not initiate marketing or promotional WhatsApp messages without your separate explicit opt-in.
Message frequency
- Frequency depends on your project. Active customers: 2–8 messages over an order's lifecycle. Pre-purchase inquiries: usually a single back-and-forth.
- If you don't reply for 24 hours, our designer stops messaging until you re-engage. WhatsApp's 24-hour session-window rule is built into our system.
Costs
- Standard WhatsApp messaging is free over Wi-Fi. Mobile-data rates apply per your carrier — Sohnne does not charge a fee for sending or receiving WhatsApp messages.
Opting out
- Reply STOP to any Sohnne WhatsApp message to opt out of all non-essential WhatsApp comms. We confirm once and stop sending after that.
- You can also block the number directly from your WhatsApp app — that has the same effect from your side.
- Operational messages required to deliver your order (delivery-blocking address issues, shipment exceptions you must respond to) may be sent regardless of opt-out status, mirrored to email so you don't miss them.
Who you're talking to
- Each Sohnne WhatsApp number is operated by a designated Sohnne designer, identified by name in the WhatsApp business profile (e.g., "Edo from Sohnne").
- Conversation history is preserved in the Sohnne system so if your designer is on leave, another team member can continue the conversation with full context. Customer-facing identity stays consistent.
- We do not subcontract WhatsApp customer comms to third parties.
Privacy
- Your WhatsApp number, opt-in status, and conversation content are governed by our Privacy Policy.
- Sohnne does not sell, rent, or share WhatsApp numbers or opt-in data with third parties for their own marketing purposes.
- WhatsApp messages are transported through Meta's WhatsApp Business Platform infrastructure and our messaging provider (Twilio) — both are bound by their own privacy commitments.
- Conversation transcripts are retained for as long as needed to service your order and as required by applicable record-keeping law.
Marketing messages
- Marketing or promotional WhatsApp messages (announcements, sales, reactivation) are sent only after separate explicit opt-in via a dedicated checkbox or form.
- Marketing messages always include an opt-out instruction. Reply STOP once and you're permanently out of the marketing program.
- Receiving order-update messages does not enroll you in marketing — the two opt-ins are completely independent.
Changes
- Sohnne may update these WhatsApp Terms at any time. Material changes are posted here with an updated date at the top of the page.
- Continued conversation with us via WhatsApp after changes constitutes acceptance.