#1. The number, and what it is
We operate one WhatsApp Business number: +92 300 7512464. It is answered by a person during Monday to Saturday, 11:00 to 20:00 (PKT). Outside those hours you will get an automated acknowledgement telling you when we will reply, which is an acknowledgement and not an answer pretending to be one.
WhatsApp is operated by Meta and your use of it is governed by WhatsApp's own terms and privacy policy. We use it within the WhatsApp Business Messaging Policy and the Meta platform terms — an account that breaches those gets disabled, which would leave several hundred customers unable to reach us, so the rules below are followed for practical reasons as well as legal ones.
#2. What we send, and what consent each needs
| Message | Example | Consent needed |
|---|---|---|
| Order confirmation | "Your order VV-1043 is confirmed, delivery Thursday between 2 and 5" | None — you placed the order |
| Delivery coordination | "The crew is thirty minutes away" | None — service message |
| Commission progress | "The frame is done, here is a photograph before finishing" | None — part of the commission |
| Answering your question | Anything you asked us | None — you started the conversation |
| Guarantee and after-sales | "Booking your repair visit for Tuesday" | None |
| Review request | One message after delivery, once | None. Once, and never again if you do not reply |
| New arrivals, offers, journal posts | "Three new consoles in the showroom this week" | Explicit opt-in, recorded, withdrawable |
The line between the two is the one WhatsApp itself draws, and we do not blur it. A "delivery update" that is really an advertisement is a marketing message, and sending it without opt-in is how a business number gets reported and banned.
#3. How opt-in works
Marketing messages need consent that is explicit, specific and recorded. Ours is obtained in one of three ways, and no others:
- An unticked box at checkout saying exactly what we will send and roughly how often.
- You message us the opt-in keyword yourself, from your own number.
- You tell a member of staff in the showroom, who records it against your name and the date.
We keep the record of what you were shown, when, and how — for 12 months after the consent or its withdrawal. Buying a phone list, scraping numbers, adding you because you once enquired, or treating an order as consent to marketing: none of these happen here. They are also all prohibited by WhatsApp's policy.
Frequency, when you have opted in: no more than four marketing messages a month, and typically two. Never before 9am or after 9pm Pakistan time.
#4. Stopping it
Reply STOP to any message. That is the whole procedure. It takes effect within 24 hours and in practice immediately, and there is no "are you sure", no offer to reduce the frequency instead, and no requirement to explain.
You can also block the number on WhatsApp, tell us in the showroom, or email privacy@vevarte.com
Opting out of marketing does not stop order and delivery messages — you would not want it to while a wardrobe is in transit. To stop those too, ask us and we will switch to email or phone for your order.
#5. The 24-hour service window, and templates
WhatsApp allows a business to reply freely for 24 hours after your last message. Outside that window we can only send a message from a template that WhatsApp has approved in advance.
In practice that means an out-of-hours reply may look more formal than the conversation you were having. It is not a bot pretending to be a person — it is the format the platform permits, and a person is behind it.
#6. Fraud — the section worth reading twice
Payment fraud by impersonation is common in this market and furniture is a favoured target, because the sums are large and the buyer is expecting to pay.
- We will never send bank account details by WhatsApp. They appear on an invoice issued by us, on our letterhead. If a message gives you different account details — however convincing, however much it looks like this conversation — stop and call +92 300 7512464 before sending anything.
- We will never ask for an OTP, a card number, a CVV or a PIN. Not to confirm an order, not to process a refund, not for any reason.
- We will never ask you to pay a fee to release a delivery, a prize or a refund.
- We will never ask you to install an app or click a link to "track" an order. Delivery updates come as plain text from a person.
- Our number does not change. A message from a new number claiming we have switched is not from us.
If you have already sent money to an account you now doubt, call us immediately on +92 300 7512464 and report it to your bank and to the National Cyber Crime Investigation Agency. Tell us even if you are embarrassed — speed matters far more than dignity here, and we can sometimes help.
#7. What happens to the conversation
Messages are end-to-end encrypted in transit by WhatsApp. Once a message reaches our device it is readable by us, like any message — encryption protects it on the way, not after arrival. We keep conversations for 24 months for context on a repeat enquiry, then delete them; where a conversation forms part of an order or a complaint, it is kept with that record instead.
We do not use WhatsApp conversations for advertising, do not upload numbers as a custom audience, and do not share them with anyone. Meta processes metadata about the exchange under its own policy, which we cannot alter.
Ask us to delete your conversation and we will, subject to the record-keeping in the Privacy Policy. Email privacy@vevarte.com.
#8. SMS, and email
The same rules apply to SMS: service messages without consent, marketing only with it, STOP to end it. Email marketing is governed by the Email & Anti-Spam Policy.
We do not make automated marketing calls and we do not use a dialler. If your phone rings and it is us, a person dialled it.