SMS Messaging Policy

1. Program Description

orderer.io is a platform that enables businesses ("Operators") to send automated SMS/text messages to their customers and contacts. Messages sent through the platform include:

• Appointment reminders and confirmations
• Order updates and delivery notifications
• Service follow-up messages
• Business alerts and callback requests
• Promotional messages (where separately consented)

Each business using orderer.io operates its own messaging program. The sending business is responsible for maintaining proper consent records. orderer.io operates as the technology platform and messaging carrier aggregator through Telnyx.

2. How We Obtain Consent

We require businesses using our platform to obtain proper prior express written consent (or prior express consent for informational/transactional messages) before sending any SMS. The following consent methods are supported:

2.1 Verbal Authorization (Express Oral Consent)

Oral consent is obtained when a customer verbally agrees to receive text messages, either during an in-person interaction or a recorded phone call. When consent is given verbally:

• The business agent (or AI voice agent) reads a clear disclosure to the caller
• The disclosure includes: the business name, that they will receive recurring texts, message frequency, that message and data rates may apply, and opt-out instructions (reply STOP)
• The caller verbally confirms they agree to receive messages
• The consent event is logged with a timestamp and call reference ID
• A confirmation SMS is sent immediately after consent, containing opt-out instructions

2.2 Web / Digital Opt-In

Written consent collected through web forms includes a checkbox with clear disclosure language such as: "By checking this box, you agree to receive automated text messages from [Business Name] at the number provided. Msg & data rates may apply. Reply STOP to opt out."

2.3 Paper Form Opt-In

Businesses may collect written consent on paper forms at their physical location. The consent language must match the minimum required disclosure above.

3. Message Frequency

Message frequency depends on the business's activity and the type of service. Typical frequency ranges are:

• Transactional messages (order confirmations, appointment reminders): As needed per transaction, typically 1–3 messages per interaction
• Appointment reminders: 1–2 messages per appointment (e.g., 24 hours before and 1 hour before)
• Promotional messages: Maximum 4 per month (requires separate promotional consent)

Message frequency will be disclosed at the time of opt-in. We do not send unsolicited bulk messages.

4. Opt-Out Instructions

You may opt out of receiving text messages at any time:

• Text STOP to any message you receive — you will receive a final confirmation and no further messages will be sent
• Text CANCEL, END, QUIT, UNSUBSCRIBE, or OPT-OUT — all have the same effect as STOP
• Contact the business directly by phone or email to request removal
• Contact orderer.io at sms@orderer.io if you need assistance removing your number

Opt-out requests are processed immediately. After opting out, you will receive one final confirmation message. No further messages will be sent to your number. Opting out of one business's program does not opt you out of other businesses using the platform.

5. Help Instructions

Text HELP in reply to any message for assistance. You will receive a response with the sending business's name, the type of messages they send, and contact information.

You may also contact orderer.io for platform-level support:

• Email: sms@orderer.io
• Support: support@orderer.io

6. Message & Data Rates

Standard message and data rates may apply to all SMS messages you send and receive. These rates are determined by your wireless carrier and data plan. orderer.io is not responsible for any charges from your carrier. Contact your carrier for information about your rates.

7. Supported Carriers

Our messages are delivered to all major US wireless carriers, including but not limited to: AT&T, Verizon, T-Mobile, US Cellular, Boost Mobile, Cricket Wireless, and Spectrum Mobile. Carrier support may vary. Delivery is not guaranteed in all cases; we will make commercially reasonable efforts to ensure delivery.

8. Privacy & Data Use

Phone numbers and message content collected through our SMS program are used solely to deliver the requested communications and for legally required record-keeping. We do not:

• Sell your phone number to third parties
• Share your number with advertisers or data brokers
• Use your number for marketing beyond what you consented to

Mobile information will not be shared with third parties or affiliates for marketing or promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

SMS data is handled in accordance with our Privacy Policy. Consent records (opt-in date, method, phone number) are retained for a minimum of 4 years as required by TCPA compliance best practices.

9. TCPA Compliance (For Operators)

Businesses ("Operators") using orderer.io's SMS features are required to comply with the Telephone Consumer Protection Act (TCPA) and all applicable state telemarketing laws. Key requirements include:

• Obtain prior express written consent before sending marketing or promotional messages
• Obtain prior express consent before sending transactional/informational messages via automated systems
• Maintain written records of all opt-in consent for a minimum of 4 years
• Never send messages to numbers on the National Do Not Call (DNC) registry for marketing purposes
• Honor all opt-out requests within 10 business days (our system processes them immediately)
• Include opt-out instructions in all messages
• Not send messages between 9 PM and 8 AM in the recipient's local time zone
• Not send harassing, deceptive, or unlawful content

orderer.io will suspend SMS access for any Operator found to be violating TCPA requirements. Operators are responsible for any TCPA claims or penalties arising from their own messaging programs.

9.1 10DLC Registration

All businesses sending SMS over 10-digit long code (10DLC) numbers in the United States must register their brand and campaign with The Campaign Registry (TCR). orderer.io handles the technical registration process through Telnyx. Operators must provide accurate business information for TCR registration. Failure to register may result in message filtering or blocking by carriers.

9.2 Consent Evidence Requirements

Operators must maintain records that can demonstrate:

• The consumer's phone number
• The date and time consent was given
• The method of consent (verbal, web form, paper form)
• For verbal consent: the call recording or reference ID
• The exact disclosure language presented at the time of consent

Our platform automatically logs consent events with timestamps and method for verbally obtained consent during AI-handled calls. Operators should maintain their own records for other consent methods.

10. Prohibited Content

The following content is prohibited in all messages sent through the platform (SHAFT guidelines and carrier requirements):

• Sexual or explicit content
• Hate speech or discrimination
• Alcohol or cannabis promotion (except where licensed and approved)
• Firearms, ammunition, or weapon-related marketing
• Tobacco or vaping promotion
• Phishing, fraud, or deceptive content
• Affiliate marketing or "get rich quick" schemes
• High-risk financial services without prior approval
• Third-party debt collection without prior approval
• Sweepstakes or contests without prior approval

11. Short Codes vs. Long Codes

orderer.io currently sends messages from 10DLC (10-digit long code) numbers provisioned through Telnyx. Dedicated short codes may be available for high-volume Operators upon request. Each number is registered to a specific business campaign in The Campaign Registry (TCR).

12. Changes to This Policy

We may update this SMS Policy from time to time to reflect changes in law, carrier requirements, or platform capabilities. Operators will be notified of material changes at least 14 days in advance. Continued use of SMS features after the effective date constitutes acceptance.

13. Contact

For questions about this SMS Policy, opt-out requests, or complaints:

• Email: sms@orderer.io
• General: support@orderer.io