SMS Consent & Opt-In Policy

1. Overview

ArrivalLink enables home service businesses (HVAC, plumbing, electrical, pest control, and more) to send their customers a single SMS message containing a real-time technician tracking link when a technician is dispatched to their location. This page documents how customer consent is obtained before any SMS message is sent.

2. How Customers Opt In

Customer consent is obtained through verbal confirmation during the service booking process. When a customer calls or contacts the home service business to schedule an appointment, the business representative collects their phone number and obtains explicit verbal consent to send a one-time SMS tracking notification.

The consent is collected before any SMS message is sent through the ArrivalLink platform. Only customers who have verbally agreed to receive the tracking notification will be sent an SMS.

3. Verbal Consent Script

Businesses using ArrivalLink are required to use the following verbal consent script (or substantially similar language) when collecting customer phone numbers:

"We offer real-time technician arrival tracking via text message. When your technician starts heading to your location, you'll receive a single SMS with a live tracking link showing their ETA. Do you consent to receive this text notification at [phone number]?"

[Wait for customer to confirm "yes"]

"Great, I've recorded your consent. You can reply STOP to the message at any time to opt out."

4. What Messages Are Sent

ArrivalLink sends one transactional SMS per service visit. The message is sent when the technician begins traveling to the customer's location. The SMS contains:

• A personalized greeting using the customer's first name
• A notification that their technician is on the way
• A link to a real-time tracking page showing the technician's live GPS location and estimated arrival time
• Instructions on how to opt out (reply STOP)

5. Sample Message

The following is an example of the SMS message customers receive:

6. Message Frequency

Customers receive one (1) SMS message per service appointment. ArrivalLink does not send marketing messages, promotional offers, recurring notifications, or any other type of SMS communication. Each message is a one-time, transactional notification directly related to a scheduled service visit.

7. How to Opt Out

Customers can opt out of SMS notifications at any time by:

• Replying STOP to any SMS message received from ArrivalLink. This will immediately prevent any future messages from being sent to that phone number.
• Contacting the service business directly and requesting not to receive SMS tracking notifications for future appointments.
• Contacting ArrivalLink at support@arrivallink.com to request removal from SMS communications.

8. No Marketing Messages

ArrivalLink does not send any marketing, promotional, or advertising messages. All SMS communications are strictly transactional and limited to real-time service arrival notifications. Customer phone numbers are never used for marketing purposes, sold to third parties, or shared for any purpose other than delivering the tracking notification.

9. TCPA Compliance

ArrivalLink is committed to compliance with the Telephone Consumer Protection Act (TCPA), the CTIA Messaging Principles and Best Practices, and all applicable federal, state, and local regulations governing SMS communications.

All businesses using the ArrivalLink platform are required to:

• Obtain prior express consent from customers before sending SMS tracking notifications
• Use the verbal consent script provided above (or substantially similar language) when collecting phone numbers
• Honor all opt-out requests immediately
• Comply with all applicable messaging regulations in their jurisdiction

Businesses that fail to obtain appropriate consent may have their SMS functionality suspended. ArrivalLink reserves the right to limit or terminate service for any business that violates these consent requirements.

10. Business Obligations

During the ArrivalLink onboarding process, business administrators acknowledge and agree that they will obtain verbal consent from each customer before sending SMS tracking notifications through the platform. This acknowledgment is required before a business can begin using the SMS dispatch feature.

For full details on business responsibilities regarding SMS communications, please refer to our Terms of Service (Section 9: SMS Communications) and Privacy Policy (Section 5: SMS Communications).

11. Contact Us

If you have any questions about our SMS consent practices or wish to opt out of future messages, please contact us at:

ArrivalLink
Email: support@arrivallink.com