SMS Messaging Policy

1. The SMS program

Zeluna offers two types of SMS communication:

1.1 Operational SMS to Customers

When you sign up for Zeluna and provide a phone number, you may opt in to receive operational text messages from Zeluna about your account. These include:

• Account verification codes
• Security alerts (new device login, password change, etc.)
• Important account or billing notifications
• Trial expiration reminders
• Service status alerts

1.2 End User SMS sent by Customers

Customers may use Zeluna to send messages to their own clients (End Users) including:

• Appointment confirmations
• Appointment reminders (T-24h, T-2h, T-30min)
• Pickup-ready notifications
• Cancellation or reschedule notifications
• Birthday and rebooking nudges
• Vaccination reminders
• Two-way conversation replies
• Mass marketing campaigns (Pro tier and above, with explicit consent from End Users)

Customers are responsible for obtaining proper consent from their End Users before sending SMS through Zeluna.

2. Opt-in

2.1 How Customers opt in to operational SMS

Customers opt in to operational SMS from Zeluna by:

• Providing a phone number during Zeluna account signup AND
• Affirmatively checking a box that reads: “I agree to receive SMS messages from Zeluna about my account. Message frequency varies. Message and data rates may apply. Reply STOP to opt out. Reply HELP for help.”

The checkbox is not pre-selected. SMS consent is optional; Customers may complete signup without consenting to SMS.

2.2 How End Users opt in to SMS from Customers

End Users opt in to SMS from a Customer through one of the following methods:

Web form (online booking page): When booking an appointment through a Customer's online booking page, the End User enters their phone number and affirmatively consents to receive SMS messages by checking a consent checkbox that reads:

“I agree to receive SMS messages from [Shop Name] about my appointments, including confirmations, reminders, and updates. Message frequency varies. Message and data rates may apply. Reply STOP to opt out. Reply HELP for help. By checking this box, I confirm I have read and agree to [Shop Name]'s Privacy Policy and Zeluna's SMS Messaging Policy (https://usezeluna.com/sms-terms).”

This checkbox is not pre-selected. The End User can submit the booking without opting in to SMS, though some features (reminders) will not be available.

In-person: When a Customer adds an End User to their Zeluna database during an in-person visit, the Customer must obtain verbal or written consent before entering the End User's phone number with the “SMS opt-in” flag enabled. Customers are contractually obligated under our Terms of Service to obtain this consent.

Two-way SMS (Pro tier and above): When an End User initiates an SMS conversation by texting the Customer's Zeluna-provided phone number, the inbound message is treated as opt-in to receive replies. End Users may opt out at any time by replying STOP.

Marketing campaigns (Pro tier and above): Marketing SMS is sent only to End Users who have separately opted in to marketing communications (in addition to operational SMS). The marketing consent is distinct from operational consent.

2.3 Consent is not bundled

Consent to SMS messaging is never bundled with any other agreement. You can sign up for the Service, book an appointment, or pay for grooming without consenting to SMS. SMS opt-in is always separate, affirmative, and optional.

3. Opt-out

You can opt out of SMS at any time by:

• Replying STOP, END, QUIT, CANCEL, or UNSUBSCRIBE to any SMS message from us or from a Customer. We will send one final confirmation message and then stop sending you SMS from that program.
• Toggling off SMS consent in your Zeluna account settings (Customers) or by contacting the Customer (End Users).
• Contacting support at support@usezeluna.com.

Opt-outs are honored immediately and stored as permanent records for that phone number. Re-opting in requires a fresh affirmative consent.

You can reply HELP to any message to receive instructions on how to opt out and how to contact support.

4. Message frequency and content

Message frequency varies based on the Customer's settings and the End User's appointment activity. Typical patterns:

• Operational SMS to Customers: low frequency (rarely more than a few messages per month)
• Appointment reminders to End Users: typically 2-3 messages per appointment (confirmation, T-24h reminder, T-2h reminder)
• Marketing campaigns: only with separate marketing opt-in, frequency disclosed at opt-in time

Sample message content

5. Message and data rates

Standard message and data rates from your mobile carrier may apply to messages you send and receive. Zeluna does not charge you directly for SMS messages you receive.

6. Carriers and delivery

We send SMS through Twilio, a major U.S. SMS carrier aggregator. Zeluna and our Customers participate in the A2P 10DLC framework administered by The Campaign Registry (TCR) and U.S. mobile carriers (AT&T, T-Mobile, Verizon, U.S. Cellular).

We are not responsible for messaging delays, failures, or issues caused by carrier networks, mobile devices, or coverage gaps. Zeluna does not guarantee delivery of any specific SMS message.

7. Data we collect about SMS

For each SMS sent or received, we collect:

• Sender phone number
• Recipient phone number
• Message content (for outbound; for inbound, only if you're using two-way SMS)
• Timestamps (sent, delivered, failed)
• Delivery status from the carrier
• Opt-in / opt-out status

We never share, sell, rent, or lease phone numbers, SMS consent records, message content, or any other SMS-related data with third parties or affiliates for marketing, advertising, lead generation, or any non-operational purpose. SMS data is used solely to operate the Service and deliver the messages you have authorized.

The only third party we share SMS data with is Twilio, our messaging infrastructure provider, for the sole purpose of delivering messages.

8. Prohibited uses

Customers may not use Zeluna's SMS infrastructure to send messages involving any of the following prohibited content:

• Cannabis or other federally illegal substances
• Sex, sexually explicit content, or adult products
• Hate speech, harassment, or violence
• Firearms or weapons
• Gambling, sweepstakes, or contests with prize value
• Payday lending or high-interest loans
• Third-party debt collection
• Get-rich-quick schemes
• Pharmaceuticals or controlled substances
• Cryptocurrency, stock alerts, or speculative investment products
• Any other content prohibited by The Campaign Registry, CTIA Messaging Principles and Best Practices, or U.S. mobile carriers

Violation of these prohibitions may result in immediate account suspension and termination, and may be reported to carriers.

9. Contact

For SMS questions or to report a violation of this policy:

To opt out of SMS, reply STOP to any message.