SMS Program & Opt-In Disclosure

1. Brand & Business

2. Who Receives SMS & How They Opt In

ServiceHQ sends SMS to two distinct classes of recipient. Each has its own consent path.

2.1 Dispatcher / Partner accounts (ServiceHQ customers)

The business owners who sign up for ServiceHQ opt in at the public signup form via an unchecked, mandatory consent checkbox they must actively tick before the signup submits.

Public signup URL: https://lockroute.app/signup

Consent language presented at signup:

The submit handler refuses to post the form unless this checkbox is ticked. Consent is timestamped and stored against the account row.

2.2 End customers of dispatcher businesses (the dispatchers' own clients)

ServiceHQ does not operate a public consumer-facing booking form. End customers (typically homeowners and motorists calling a locksmith) reach a dispatcher by phone. Consent is captured verbally during that call, with the call recorded and retained for at least 12 months as audit evidence. The dispatcher reads the following verbatim:

Before the dispatcher can submit the booking in the ServiceHQ dispatcher dashboard, they must tick a separate SMS Consent Attestation checkbox confirming the verbal disclosure was read. The booking form refuses to submit unless this is ticked. The control is reproduced below for reviewer verification (live in-app element at static/agent/dashboard.html):

This dual control (verbal disclosure + dispatcher attestation tick) gives an auditable trail: a timestamped database row attesting consent, plus the underlying recorded call for any consent dispute.

3. Sample Messages

Every outbound SMS is transactional, tied to a specific service request the recipient initiated. The platform does not send marketing campaigns, promotional offers, recurring engagement messages, or any unsolicited content.

3.1 To dispatcher / partner accounts

3.2 To end customers (via dispatcher's masked / toll-free number)

4. Frequency

Typical end-customer recipient receives 1-3 messages per service request: a tracking link when the technician is dispatched, a payment link when the job is complete, and (optionally) a single post-service survey. Dispatcher / partner account recipients receive job-offer and status-update messages bounded by their own job activity. No recurring or scheduled marketing is sent on any number.

5. Opt-Out (STOP) & HELP

All standard CTIA opt-out keywords are honored at the platform layer, mirroring Twilio's carrier-level enforcement. Inbound messages matching any of the following are processed as an opt-out and recorded with a timestamp in the recipient's customer record so the opt-out persists across number changes:

• STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE, OPTOUT

Opt-out is honored immediately; no further messages are sent to that number from any dispatcher tenant on the platform. To re-subscribe, the recipient texts START, UNSTOP, or YES.

Inbound HELP or INFO returns the support contact and a link to this page and the privacy policy.

6. Privacy & Terms

• Privacy Policy — details the SMS section (Section 7) including TCPA compliance, opt-out mirroring, and the no-marketing commitment
• Terms of Service — binding terms for dispatcher accounts; Section on permitted uses prohibits marketing campaigns over this number

Phone numbers collected by ServiceHQ on behalf of dispatcher businesses are not sold, rented, or shared with third parties for marketing purposes. The complete list of subprocessors (Stripe, Twilio, Resend, Anthropic, etc.) is enumerated in Section 5 of the Privacy Policy.