This policy applies to any text messages (SMS) you plan to send to your recipients. We will work with you so that your messages are sent with the consent of the recipient, and that those messages comply with applicable laws, communications industry guidelines or standards, and measures of fairness and decency.

Your text message campaigns can be blocked by carriers due to high opt-out rates. We require all clients to keep an opt-out rate below 0.5% to ensure that your messages will continue to be delivered to your recipients.

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Consent / Opt-in Requirements

It is required that you receive and document consent from your recipients. The recipient must specifically opt in to receive text message communications from you.

• Prior to sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent", you must make clear to the individual they are agreeing to receive messages of the type you're going to send. You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow.
• If you do not send an initial message to that individual within a reasonable period after receiving consent (or as set forth by local regulations or best practices), then you will need to reconfirm consent in the first message you send to that recipient.
• The consent applies only to you, and to the specific use or campaign that the recipient has consented to. You can't treat it as blanket consent allowing you to send messages from other brands or companies you may have, or additional messages about other uses or campaigns.
• Proof of opt-in consent should be retained as set forth by local regulation or best practices after the end user opts out of receiving messages.

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Policy Violation

If you send a text message campaign with an opt-out rate over 0.5%, a representative of our customer success team will work with you to ensure you are following the correct process to receive consent.

If future campaigns continue to have high opt-out rates, we will limit the number of text messages you can send from the platform at one time and may discontinue your ability to send text messages altogether.

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International SMS Limitations 

Text message campaigns can be sent to international numbers in the following locations:

• North America: Bahamas, Bermuda, Canada, Dominica, Grenada, Puerto Rico, United States, Virgin Islands
• Europe: Hungary, Spain, Switzerland
• Oceana: American Samoa, Australia, Guam

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If you have any additional questions, please contact your Customer Success Representative or support@thankview.com.