SMS Customer Privacy Policy
Effective Date: June 17, 2026
Scope: This policy applies solely to SMS messages sent by businesses that use a third-party platform to collect post-service feedback from their customers via text message.
1. Who This Policy Applies To
This policy describes how a local business ("the Business") collects and uses the personal information of its customers for the limited purpose of sending post-service feedback requests and customer satisfaction surveys via SMS.
This policy does not govern the Platform's own privacy practices. It governs only the Business's collection and use of customer contact data for SMS feedback purposes.
2. Information Collected
The Business collects the following information from its customers in the normal course of providing goods or services:
- Name — first name and/or last name
- Mobile phone number
This information is collected directly by the Business — at appointment booking, checkout, service completion, or another point of customer contact. It is used exclusively for the purpose described in Section 3.
3. How the Information Is Used
The Business uses customer phone numbers exclusively to send:
- Post-service feedback requests — a single SMS message asking the customer to rate their recent experience, sent once per service interaction
- Customer satisfaction (NPS) surveys — an optional follow-up message asking how likely the customer is to recommend the Business to others
The Business does not use customer phone numbers for marketing, promotional, or advertising communications.
4. Opt-In — How Consent Is Obtained
Customers provide their mobile phone number and explicitly consent to receive SMS feedback messages through one of the following methods:
- At appointment booking or service scheduling — the customer provides their phone number and is informed verbally or in writing that they may receive a post-service feedback text message from the Business.
- At point of sale or checkout — the customer provides their phone number and is told verbally that they may receive an SMS asking them to rate their recent experience.
- Via a written intake or sign-up form — the customer provides their phone number and signs or checks a box on a form that explicitly states they consent to receive SMS feedback messages from the Business.
In each case, the customer is informed — before or at the moment they provide their number — that they may receive a feedback SMS from the Business. Consent is not required to purchase goods or receive services from the Business.
The Business is solely responsible for obtaining, documenting, and honoring customer consent in accordance with the Telephone Consumer Protection Act (TCPA) and all other applicable federal and state law. Customers who have not provided explicit consent will not be contacted.
5. Opt-Out
Customers may opt out of receiving SMS messages from the Business at any time by replying STOP to any message. No further messages will be sent following a STOP reply.
Customers may re-subscribe at any time by replying START or YES.
For assistance, customers may reply HELP to any message.
6. Data Sharing
The Business shares customer names and phone numbers with its SMS delivery platform solely to deliver the messages described in Section 3. The platform processes this data as a service provider acting on behalf of the Business and does not use it for any independent purpose.
Customer data is not sold to third parties, used for cross-business marketing, or shared with unaffiliated businesses.
7. Data Retention
The Business retains customer contact information — including name and mobile phone number — for no longer than 4 years from the date of the customer's last service interaction with the Business or the date of the last SMS message sent to the customer, whichever is later. After that period, customer data is deleted or anonymized.
This 4-year period is aligned with the statute of limitations for TCPA claims under 28 U.S.C. § 1658, so that the Business can demonstrate consent compliance if required during that window.
Customers who opt out are added to a suppression list and are retained on that list for the same 4-year period solely to prevent future contact. They are not used for any other purpose during that period.
8. Contact
For questions about this policy or to request removal of your information, contact the Business directly at the location or phone number where you received service.
For technical opt-out assistance, reply STOP to any SMS message, or reply HELP to receive support contact information.
This policy covers SMS feedback and survey messages only. It does not govern any other communications from the Business or from the platform delivering these messages.