1. Overview
Relay Automation ("Company," "we," "us") operates as a B2B automation agency that builds and manages SMS and email reactivation workflows on behalf of salons, spas, and medspas ("Business Clients"). This policy describes how express written consent is obtained, documented, managed, and honored for all messaging communications sent through our platform in accordance with TCPA, CTIA guidelines, and Twilio's Messaging Policy.
2. Who Receives Messages
All SMS and email messages sent through Relay Automation's platform are directed exclusively to existing customers of our Business Clients — individuals who have previously engaged with or purchased services from the salon, spa, or medspa. We do not send unsolicited messages to cold or purchased contact lists. No message is sent to any recipient who has not completed a documented express written consent action.
3. Express Written Consent & Opt-In Mechanism
Relay Automation requires express written consent from every message recipient prior to campaign activation. Consent is an active, voluntary, informed action — not implied by a prior relationship alone. Consent is collected through the following methods:
- Online opt-in form: Recipients complete a publicly accessible consent form that includes an unchecked checkbox with the following disclosure: "I agree to receive automated SMS marketing messages and appointment-related communications from [Business Name], facilitated by Relay Automation. Message & data rates may apply. Message frequency varies. Reply STOP to opt out. Reply HELP for help."
- Written intake forms: Paper or digital forms used at point of booking include an opt-in checkbox for SMS communications. Checkboxes are never pre-checked.
- Loyalty or membership enrollment: Customers who join a loyalty program explicitly agree to receive communications as part of enrollment, with clear SMS disclosure language.
- Opt-in confirmation message: Upon collecting consent, an immediate confirmation SMS is sent to the recipient acknowledging their opt-in, confirming the message frequency, and providing opt-out instructions. Example: "You're confirmed to receive messages from [Business Name] via Relay Automation. Reply STOP to opt out at any time. Msg & data rates may apply."
4. Sender Identification
Every SMS message sent through Relay Automation's platform identifies the sending business by name in the body of the message. No message is sent without clear identification of the Business Client on whose behalf it is delivered. This applies to all message types including reactivation messages, promotional offers, and appointment reminders.
5. Opt-Out & Revocation of Consent
Every SMS message includes a clear and functional opt-out instruction. Recipients may revoke consent at any time by replying with any of the following keywords:
- Supported opt-out keywords: STOP, STOPALL, UNSUBSCRIBE, OPTOUT, CANCEL, END, REVOKE, QUIT
- Upon receipt of any opt-out keyword, the recipient is immediately removed from all future messaging for that Business Client.
- Opt-out requests are processed within 24 hours and honored permanently unless the recipient explicitly re-opts in.
- A confirmation message is sent acknowledging the opt-out: "You have been unsubscribed from [Business Name] messages. No further messages will be sent. Reply START to resubscribe."
- Recipients may also reply HELP at any time to receive assistance contact information.
6. Message Content Standards
All messages sent through our platform adhere to the following standards:
- Messages identify the sending Business Client by name in every communication.
- Messages are relevant to the recipient's prior relationship with the business.
- Every message includes opt-out instructions (STOP).
- No deceptive, misleading, or inappropriate content is permitted.
- Messages comply with TCPA and applicable FCC and CTIA guidelines.
7. Consent Record Storage & Availability
Relay Automation maintains records of each consent event, including the date and time consent was collected, the opt-in method used, the consent language presented to the recipient, and the recipient's phone number. Consent records are stored securely and are available for review by Twilio or regulatory authorities upon request. Business Clients are also required to maintain their own consent records for contacts submitted to our platform.
8. Consent Reconfirmation
Relay Automation proactively reconfirms consent in the following scenarios: when a significant period of inactivity has elapsed since the original opt-in (generally 18 months or more), when the subject matter of messaging changes materially from what was originally disclosed, or when a Business Client submits a contact list that cannot be verified against documented consent records. Reconfirmation is conducted via an opt-in confirmation message before any campaign messages are sent.
9. Business Client Responsibility
Business Clients using Relay Automation's platform are responsible for ensuring that their customer contact lists contain only individuals who have provided valid express written consent. Relay Automation provides compliance guidance and requires Business Clients to confirm consent collection practices before campaign activation. Relay Automation reserves the right to reject any contact list that cannot be verified.
10. Data Handling
Contact information provided by Business Clients is used solely for the purpose of delivering authorized reactivation messages. Relay Automation does not sell, share, or use customer contact data for any purpose outside the scope of the agreed campaign.
11. Contact
For questions regarding this policy, to report a compliance concern, or to request consent records, contact us at:
Relay Automation
Email: owen@relayautomation.us
Website: relayautomation.us
Goodyear, AZ 85395
This document may be updated periodically to reflect changes in applicable law or platform practices. The effective date above reflects the most recent revision.