To remain compliant with Twilio messaging requirements, your business must provide clear and accurate disclosures of its SMS Terms of Service and Privacy Policy. These disclosures help customers understand how their information is used, what messages they can expect to receive, and how they can manage their SMS preferences.
Properly configured Terms of Service and Privacy Policy content can help reduce the risk of messaging violations, carrier filtering, or campaign rejection.
We recommend consulting with your legal counsel to ensure your Terms of Service and Privacy Policy comply with all applicable laws and align with the standards for your specific campaign, industry, and region.
Privacy Policy
Your Privacy Policy should clearly explain:
What customer data is collected
How the data is used
That mobile information and opt-in consent will not be shared with third parties or affiliates for marketing or promotional purposes
Here is the recommended verbiage to add to your Privacy Policy:
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Terms of Service
Your Terms of Service should include the following information:
Program or brand name
Description of the SMS program
Disclosure that message and data rates may apply
Message frequency disclosure (or indication that messages are recurring)
Customer support contact information
Complete opt-out instructions, including HELP and STOP commands
Link to your Privacy Policy
Disclosure stating: “Carriers are not liable for any delayed or undelivered messages.”
Opt-Out Instructions
Your Terms of Service should prominently display opt-out and support instructions, such as:
Reply STOP to unsubscribe
Reply HELP for assistance
Here is the recommended verbiage to add to your Terms of Service:
SMS/Text Messaging Program Term
1. Program Description
By opting in, you agree to receive recurring automated text messages from [BRAND NAME] ("we," "us," "our") at the mobile number you provided. Messages may include [appointment reminders, order updates, account alerts, promotional offers, customer support follow-ups, etc. — customize to your actual use case]. Consent to receive these messages is not a condition of any purchase.
2. Message Frequency
You may receive up to [X] messages per [week/month]. Message frequency may vary depending on your activity and interactions with us.
3. Message and Data Rates
Message and data rates may apply. Charges are billed by and payable to your mobile service provider. Please contact your wireless carrier for details about your messaging plan.
4. How to Opt Out and Get Help
You can unsubscribe from the SMS service at any time by replying STOP to any message we send you. After you send STOP, you will receive a one-time confirmation message, and no further messages will be sent. If you want to rejoin, you can sign up again using the original opt-in method or reply START. For help or more information at any time, reply HELP to any of our messages. You can also contact our support team directly at [SUPPORT EMAIL] or [SUPPORT PHONE NUMBER].
5. Carrier Liability Disclaimer
Carriers are not liable for any delayed or undelivered messages.
Link to Privacy Policy: <Link>