Services Specific Terms and Conditions: Viber Business Messages Services

Effective date: September 8th, 2025

Viber Business Messages (“BM) is a communication service provided by the messaging app, Viber. It allows businesses to communicate with their customers, by sending transactional, promotional, or conversational messages. Viber Business Messages supports text, images, buttons, and links.

Your use of Viber Business Messages Services (“BM Services”) is subject to your compliance with these Services Specific Terms and Conditions:

USE OF THE SERVICES

Registration.

To open a Viber business account, you are required to choose a Viber Messaging Partner. A Viber Messaging Partner is a company approved and authorized by Viber to provide the infrastructure and support for Viber Business Messages. As a Viber trusted Messaging Partner, PaaSoo will help you set up your Viber business account, create your company profile, and ensure your messages get delivered.

To access and use the BM Services, you must contact PaaSoo support team at support@paasoo.com. You will be required to complete a qualification form, as per the format provided by Viber, and sign a warranty letter. This letter, issued by Viber and obtained from PaaSoo's support team, outlines certain warranties and undertakings regarding the sending of verified messages via Viber, including adherence to Viber's BM guidelines. You may also be required to provide Viber with copies of licenses, or other documents and information, as requested by Viber. Once these documents are completed and submitted, the application will be reviewed and approved by Viber in writing, in its sole discretion. PaaSoo shall not be held liable for any damages or losses you incurred if Viber does not approve your use of the BM Services.

Viber message types.

There are three categories of Viber messages available to businesses: Transactional, Promotional and Sessions.

• A Transactional message allows you to send non-commercial notifications to your customers, such as doctor appointments, delivery statuses, or account balances. A Transactional message contains text only and may include a URL. Transactional messages should only be used to send transactional (non-commercial) notifications and must not include any promotional content. In certain countries, Transactional messages must follow a pre-defined templated format registered and approved by Viber.
• A Promotional Message is used to share business offers, advertising content, or to communicate other commercial information to your customers. Promotional messages can be either rich media messages (including call-to-action buttons, emojis, images, etc.) or text-only messages.
• A session is a time-framed conversation initiated by users who wish to interact with your company.

Each type of message (Transactional, Promotional, or Session) is subject to different pricing rates, as further detailed in the Prices and Billing section.

Message classification.

To comply with its obligations as a Viber Messaging Partner, PaaSoo may require you to whitelist your message templates with PaaSoo in advance. PaaSoo may also, at its sole discretion, use AI-based solutions to automatically filter non-whitelisted templates and ensure reliable traffic classification. You acknowledge that such classification processes are performed by PaaSoo on a best-effort basis only and do not guarantee alignment with Viber’s final classification. You also acknowledge that the AI-based services used for message filtering rely on third-party providers and may, from time to time, be subject to unavailability, interruptions or delays beyond PaaSoo’s reasonable control. Such events may lead to message delivery failures or delays. By using these AI services, you expressly acknowledge and accept these risks and agree that PaaSoo shall not be held liable for any such interruptions. To mitigate such risks, we strongly encourage you to whitelist your templates with PaaSoo in advance rather than relying on the default AI-based solution.

Disputes and final classification.

If there is a divergence between the classification pre-determined by PaaSoo (whether based on whitelisting or AI-based tools) and the final classification decided by Viber, and you wish to contest Viber’s decision, PaaSoo will make its best effort to assist you in this process. However, you acknowledge and agree that Viber’s classification is final and binding, and that such classification will determine the applicable pricing in the event of any dispute.

Usage restrictions.

Your use of the BM Services is subject to Viber BM guidelines, as communicated to you in writing, and as amended from time to time. Any violation of Viber guidelines may result in temporary or permanent blockage, without prejudice to any other remedy available to PaaSoo under the Agreement and/or by law.

You shall send content that exclusively correlates to the information presented at the registration stage. Content that will not be in accordance with your main business/sender ID or relates to a company that was not approved by Viber will be considered as spam.

You are required to comply with all Viber guidelines and restrictions regarding message content and classification. This includes using transactional notifications for sending transactional traffic only. Messages that are not transactional and/or are not targeted to a specific user will be classified and charged as promotional messages.

You are prohibited from sending Business Messages content, whether directly or indirectly, that includes any of the following:

You shall not allow any third party to use your verified messages channel. Additionally, you must ensure that messages are exclusively sent to individuals who are of legal age to receive such communications according to applicable laws.

Opt-in.

Before sending any message, you must obtain the recipient's consent (opt-in) to receive messages from you and keep evidence of such consent received. The consent must clearly state that the recipient is opting in to receive messages from you over Viber and clearly state your company/business name.

You are solely responsible for obtaining opt-in in a manner that complies with applicable laws and Viber BM guidelines as communicated in writing, and to provide any notices and obtain any permissions that are required under applicable laws.

Business Messages that are sent to users without such users’ opt-in consent will be considered as spam messages and subject to liquidated damages.

Non-authorized services.

A list of industries, goods and services not accepted by Viber for Business Messages is provided in the Viber BM guidelines. You acknowledge and agree that any messages promoting or including services, products or content that fall within these prohibited categories may be rejected by Viber at its sole discretion.

PRICES AND BILLING

The BM Services are charged in accordance with PaaSoo’s BM Services pricing, available at https://www.paasoo.com/price. This pricing applies to all messages sent by you through Viber and delivered to at least one of the devices on which the Viber application has been activated.

As mentioned earlier, different rates apply depending on the type of message sent (Transactional, Promotional, or Session). PaaSoo will make its best efforts to implement appropriate processes to differentiate message traffic. However, the final classification decision rests solely with Viber. If Viber sends a request or raises a dispute with PaaSoo regarding message classification and decides to reclassify a message from one type to another, PaaSoo reserves the right to revise the corresponding invoice(s) to reflect the updated classification. In such cases, you agree to accept Viber’s reclassification without objection and to pay the applicable charges in accordance with the revised invoice(s).

Please note that as of October 1, 2024, Viber has introduced a new pricing structure with different rates for international and domestic business messages. If your company operates in multiple countries, both domestic and international rates may apply, depending on the destination of each message. This change applies only to new international enterprises using Viber for business from October 1, 2024.

PaaSoo has the right to issue a price change with at least seven (7) business days’ notice and such price changes shall be effective on the date specified in the email notification sent to your email address.

PaaSoo will issue monthly invoices based on the traffic sent from the transaction logs for such billing period (“Billing Period”). A minimum monthly fee of €100 or €150, depending on the destination, applies for each registered business with an active ID. PaaSoo shall invoice you for the applicable service charges due for each Billing Period. You shall pay each applicable invoice within the agreed payment period.

Terms related to BM Services fees or any other fees, invoicing cycle, payment periods, monthly minimum amounts, product changes or approval and rejection of customers can be changed at Viber’s sole discretion. PaaSoo will ensure that due notice of such changes is provided to you in writing prior to such changes becoming effective. You are entitled to terminate these Terms without incurring any liability within fifteen (15) days of receiving the notification from PaaSoo.

LIABILITY AND INDEMNIFICATION

You shall comply with all applicable laws and all relevant obligations, conditions, or restrictions related to the use of the BM Services. You are solely responsible and liable for all risks, expenses and liabilities arising from or relating to any usage of the BM Services by you, your customers, and/or any other person or entity directly or indirectly making use of the BM Services. You are also responsible for any additional charges resulting from a reclassification of message types by Viber (for example, if you label a message as transactional but it is in fact promotional).

You agree to indemnify PaaSoo, its Affiliates, or any of their officers, agents, directors, employees against all claims, demands, actions, damages, losses, liabilities, costs, or expenses (including without limitation, reasonable attorney’s fees, and disbursements) in connection with (i) any message sent via your verified messages channel, (ii) your use of the BM Services, (iii) your compliance with any applicable law, including but not limited to obtaining the required licenses and authorizations.

You further agree to reimburse PaaSoo and its Affiliates for all costs, expenses, liquidated damages, fees, penalties, and/or fines imposed by Viber or local authorities, resulting from your fault and/or breach of these Terms.