SMS Messaging Terms

Program description

Canopy operates an SMS messaging program on behalf of the businesses (“Workspaces”) that use our platform. Workspaces send one-question post-service feedback surveys to their customers by text message. Canopy is the platform provider; the Workspace is the sender of record for every message and is responsible for obtaining and documenting customer consent prior to enrolling a number.

Message content

Every SMS sent through Canopy is a short feedback request from a specific business to its own customer following a completed service. Each message identifies the sending business by name and includes a single link to a one-tap rating page. We do not send marketing, promotional, transactional notifications, two-factor codes, or any other category of message through this program.

Message frequency

At most one survey SMS per business per 30 days to any given phone number. Platform-wide throttling enforces this limit even if a number is a customer of multiple businesses on Canopy.

Message and data rates

Message and data rates may apply. Charges depend on your wireless carrier and plan. Canopy and the sending business do not charge recipients for messages.

HELP and STOP keywords

Reply HELP at any time to receive contact information for the sending business and a pointer to this page.

Reply STOP, UNSUBSCRIBE, END, QUIT, or CANCEL at any time to opt out. Opt-outs are honored permanently and apply platform-wide— once a number opts out, no further survey messages are sent to it from any business on Canopy. To re-enable messages later, contact the specific business that originally enrolled your number and ask them to re-add you after re-confirming consent.

Delivery disclaimer

Message delivery is not guaranteed. Wireless carriers may delay, throttle, or fail to deliver messages, and are not liable for those failures. Canopy is not responsible for delayed or undelivered messages once they have been accepted by the carrier.

How consent is collected

End-customer phone numbers are collected by the Workspace, not by Canopy directly. Workspaces are contractually required to obtain explicit, documented consent from each customer before adding their number to Canopy — via a signed work order, intake form, online booking confirmation, or equivalent written record that identifies the sending business by name, describes the message purpose (post-service feedback), references typical message frequency, and discloses that message and data rates may apply.

Workspaces retain the consent record for at least four years after the most recent message and will make it available on request.

Privacy and data handling

Phone numbers and SMS message content are never sold, rented, or shared with third parties for marketing. We store phone numbers only to deliver the survey, match an inbound reply to its dispatch record, and maintain a compliance record of consent + opt-out status.

We use Twilio, Inc. as our SMS delivery provider. See our Privacy Policy for full data-handling disclosures.

Workspace obligations

Workspaces using Canopy's SMS channel agree to comply with all applicable messaging laws, including the Telephone Consumer Protection Act (TCPA), the CTIA Messaging Principles and Best Practices, and state-level consumer protection laws. Canopy may suspend the SMS channel for any Workspace upon carrier complaint, unusually high opt-out rate, or evidence of non-consenting recipients. Full obligations are detailed in our Terms of Service §6.

Contact

Questions about this messaging program, requests for the sending business's contact information, or opt-out verification: email support@canopytech.io.