Messaging Policy

Last updated: March 1, 2026

This Messaging Policy describes how Bookendo LLC ("Bookendo," "we," "us," or "our") handles SMS and other electronic messaging through our platform. This policy applies to all messages sent via the Bookendo Service on behalf of businesses ("Business Users") to their clients ("End Users").

1. Types of Messages

Bookendo facilitates the following types of messages on behalf of Business Users:

1.1 Transactional Messages (No Marketing)

• Appointment reminders: Automated reminders sent before scheduled appointments (e.g., 24 hours, 2 hours before).
• Appointment confirmations: Confirmation messages when an appointment is booked, rescheduled, or cancelled.
• Consent form delivery: Links to digital consent forms that clients must complete before their appointment.
• Consent form reminders: Follow-up reminders for unsigned consent forms.
• Booking notifications: Notifications about waitlist availability or schedule changes.

1.2 Promotional Messages (Opt-in Required)

• Special offers: Promotions, discounts, or new service announcements — sent ONLY with explicit opt-in consent from the recipient.
• Re-engagement: Messages to inactive clients — sent ONLY with prior consent and within applicable timeframes.

2. Consent and Opt-In

2.1 How Consent Is Obtained

Before any messages are sent, consent is obtained through one or more of the following methods:

• Appointment booking: When a client provides their phone number during the booking process and agrees to receive appointment-related communications.
• In-person consent: When a client provides their phone number at the business location and verbally or in writing consents to receive messages.
• Digital consent forms: When a client checks a messaging consent box on a Bookendo digital form.
• Explicit opt-in: For promotional messages, a separate, clear opt-in is required.

2.2 Business User Responsibilities

Business Users are responsible for:

• Obtaining and documenting proper consent from their clients before sending messages through Bookendo.
• Maintaining records of consent for each recipient.
• Ensuring all messages comply with applicable laws (TCPA, CTIA guidelines, CAN-SPAM, GDPR, etc.).
• Honoring opt-out requests received through any channel (not just via Bookendo).

3. Opt-Out and STOP

• All SMS messages include opt-out instructions.
• STOP requests are processed automatically and immediately.
• Once opted out, no further messages will be sent to that number from that business unless the recipient re-opts in.
• Recipients can also opt out by contacting the business directly or by emailing privacy@bookendo.com.
• Reply HELP to any message for assistance and support information.

4. Message Frequency

• Transactional message frequency depends on appointment and service activity.
• Typical frequency: 1-3 messages per appointment (confirmation, reminder, consent form).
• Promotional messages (when enabled): no more than 4 per month per recipient.
• We implement rate limiting to prevent excessive messaging.

5. Message and Data Rates

Standard message and data rates may apply depending on the recipient's mobile carrier and plan. Bookendo is not responsible for any charges incurred by the recipient's carrier.

6. Supported Carriers

SMS messages are supported on all major U.S. carriers including AT&T, T-Mobile, Verizon, Sprint, and regional carriers. Carrier support may vary for international numbers.

7. Data Protection

• Phone numbers are stored securely with encryption at rest.
• We do not sell, rent, or share phone numbers with third parties for marketing purposes.
• Phone numbers are shared only with our messaging service provider (Twilio) for the sole purpose of message delivery.
• Message content is not used for advertising or sold to third parties.
• For full details, see our Privacy Policy.

8. Business Messaging

When using messaging through Bookendo:

• Messages are sent via the official Business API through our provider (Twilio).

9. Prohibited Uses

The following messaging uses are strictly prohibited on the Bookendo platform:

• Sending messages to individuals who have not consented to receive them.
• Sending spam, bulk unsolicited messages, or phishing attempts.
• Sending messages with misleading, deceptive, or fraudulent content.
• Sending messages promoting illegal products, services, or activities.
• Sharing or harvesting phone numbers for unauthorized purposes.
• Using messaging features for any purpose unrelated to the business's client communications.
• Circumventing opt-out requests or re-adding opted-out numbers.

Violation of these rules may result in immediate suspension of messaging privileges and account termination.

10. Compliance

Bookendo's messaging practices comply with:

• TCPA — Telephone Consumer Protection Act
• CTIA — Cellular Telecommunications Industry Association messaging guidelines
• CAN-SPAM Act
• GDPR — General Data Protection Regulation (for EU recipients)
• CCPA — California Consumer Privacy Act
• Meta/Business Policy
• Twilio Acceptable Use Policy

11. Contact Us

For questions about our messaging practices or to report abuse:

Bookendo LLC
Email: privacy@bookendo.com
Website: bookendo.com
Reply HELP to any message for immediate assistance.