WrenchDay Communications and Messaging Policy

1. Scope

This policy applies to appointment confirmations, cancellations, reschedules, repair-order approvals, repair completion messages, invoice payment links, reminders, marketing campaigns, test messages, smart replies, and any SMS or email sent through WrenchDay.

2. Customer responsibility for consent

The shop is responsible for obtaining, documenting, and honoring legally required consent before sending SMS, email, marketing messages, reminders, or automated communications to customers.

The shop must ensure messages are accurate, identify the shop where required, avoid misleading content, include opt-out language where required, and honor STOP, unsubscribe, do-not-contact, and similar preferences.

3. Website booking opt-in

When a customer books an appointment through a public WrenchDay booking page, the customer provides their name, phone number, vehicle and service details, appointment time, and optional email address.

Before confirming the booking, the customer must actively check an unchecked messaging-consent box. The disclosure explains that the shop and WrenchDay may send appointment, repair, estimate, invoice, payment, reminder, and service-related communications by phone, SMS text message, or email.

The booking-page disclosure includes message frequency, message and data rate notice, STOP opt-out instructions, HELP instructions, and links to the WrenchDay Privacy Policy, Terms of Service, and this Messaging Policy.

4. Operational versus marketing messages

Operational messages may include appointment confirmations, appointment changes, check-in links, estimate approvals, repair-order updates, completion messages, invoice payment links, and receipts.

Marketing messages may include promotions, campaigns, lost-customer outreach, seasonal offers, and service reminders that are not strictly required to complete an active transaction. Marketing messages may require additional consent.

5. Provider rules and limits

Messages are subject to Twilio, AWS SES, carrier, email-provider, anti-spam, and deliverability rules. WrenchDay may block, throttle, or disable communications if provider rules, usage limits, spam thresholds, or legal requirements are implicated.

Usage limits and paid usage add-ons may apply to SMS and transactional email volume.

6. Templates and content

WrenchDay provides configurable templates, variables, HTML email options, separate email content, and custom templates. The shop is responsible for reviewing template content before sending.

Templates should not include deceptive statements, unlawful claims, sensitive personal information not needed for the message, or payment links unrelated to the customer transaction.