SMS Messaging Policy & Terms

This Messaging Policy describes the SMS and MMS messaging programs operated on the FRelay platform (the “Program”) by the businesses that use FRelay to communicate with their customers. By providing your mobile number and opting in, you agree to these terms. This Policy is incorporated into our Terms of Service.

1. Program description

When you opt in to a FRelay messaging program, the business you are engaging with will send you text messages related to your relationship with that business. Depending on the business, these may include replies to your inquiries, appointment reminders and confirmations, order and service updates, customer-support follow-ups, missed-call text-backs, and account or transactional notifications. Some messages may be sent or assisted by automated technology, including AI-assisted replies, on the business’s behalf.

2. How you opt in (consent)

You consent to receive text messages from a business on the FRelay platform when you take an affirmative action that constitutes opt-in, such as: providing your mobile number on a web form, sign-up, or checkout that discloses you will receive texts; texting a keyword or sending an inbound message to the business’s number; verbally or in writing requesting to be contacted by text; or having an existing business relationship that permits messaging under applicable law. By opting in, you confirm you are the subscriber or authorized user of the mobile number provided.

Consent to receive marketing text messages is not a condition of any purchase. You can use the underlying products or services without agreeing to receive marketing texts.

3. Message frequency

Message frequency varies and depends on your interactions with the business and the type of program. For conversational and transactional messaging, you will generally receive messages in response to your activity; for recurring programs, frequency is set by the business and disclosed at opt-in. Because messaging is largely conversational, the number of messages is not fixed.

4. Message and data rates

Message and data rates may apply. Such charges are billed by and payable to your mobile service provider, and FRelay and the participating business are not responsible for them. Check with your carrier for details about your plan.

5. How to opt out (STOP)

You can cancel a messaging program at any time. Reply STOP to any message from the program to unsubscribe. After you send STOP, the business will send a single confirmation message and will not send you further program messages unless you opt in again. Keywords such as STOP, END, CANCEL, UNSUBSCRIBE, and QUIT are recognized as opt-out requests. If you opt out, you may not receive further messages, including ones you might want; to rejoin, opt in again as described above.

6. How to get help (HELP)

For help at any time, reply HELP to any message from the program. You will receive a response with information about the program and how to contact the business. You can also reach FRelay support at [email protected].

7. Carrier disclaimer

Carriers are not liable for delayed or undelivered messages. Message delivery is subject to effective transmission by your mobile carrier and is not guaranteed. Supported carriers may change without notice.

8. Privacy

We respect your privacy. Mobile opt-in information and consent are used only to operate the messaging program you joined. We do not sell or share mobile opt-in data, your phone number, or your SMS consent with third parties for their own marketing purposes. For full details about how your information is collected, used, and protected, see our Privacy Policy.

9. Eligibility and supported regions

Messaging programs on the FRelay platform are available to recipients in Canada and the United States. Messages are sent in compliance with Canada’s Anti-Spam Legislation (CASL), the U.S. Telephone Consumer Protection Act (TCPA), CTIA guidelines, and applicable carrier and The Campaign Registry (TCR) requirements. You must be the account holder of, or authorized to use, the mobile number you provide.

10. Changes to this Policy

We may update this Messaging Policy from time to time. When we make material changes, we will revise the effective date above. Your continued participation in a messaging program after an update constitutes acceptance of the revised Policy.