SMS Terms & Opt-In Policy

1. Overview

Trellis is a customer retention platform that helps local service businesses send automated SMS follow-up messages to their customers. This page describes how Trellis collects, records, and honors SMS consent in compliance with Twilio's A2P 10DLC requirements and the Telephone Consumer Protection Act (TCPA).

Platform Operator: Trellis (operated via usetrellis.polsia.app)
SMS Provider: Twilio Inc.
Effective Date: March 18, 2026

2. How Consent Is Collected

SMS consent is collected at two points in the Trellis workflow:

A. During Customer Onboarding

When a business owner adds a new customer during the initial Trellis setup (onboarding wizard), they are presented with an unchecked SMS consent checkbox. The business owner checks this box only after confirming the customer has agreed to receive SMS messages.

B. When Adding a Customer to the Dashboard

Each time a new customer is added via the Trellis dashboard (using the "Add Customer" modal or the quick-add form), the business owner is shown the same opt-in language with an unchecked checkbox before submitting the form.

3. What Customers Consent To

By providing SMS consent through Trellis, customers agree to receive:

• Post-visit follow-up messages — sent 1–3 days after a service visit
• Re-engagement reminders — sent after extended periods of inactivity (30+ days)
• At-risk win-back messages — sent when a customer hasn't returned in 60+ days

Messages are sent from the business owner's Twilio phone number on behalf of their business. Message frequency varies based on customer visit patterns — typically 1–4 messages per month.

4. Message Frequency & Rates

• Frequency: Message frequency varies. Customers typically receive 1–4 messages per month.
• Rates: Standard message and data rates may apply depending on the customer's wireless carrier plan.
• Types: Transactional and promotional SMS messages related to the business's services.

5. How to Opt Out (STOP)

Customers can opt out of SMS messages at any time by replying STOP to any message they receive. Upon receiving a STOP reply, Twilio will automatically suppress all future messages to that number.

Customers can also contact the business directly to request removal from their SMS list.

HELP Command

Customers can reply HELP to any SMS message to receive information about the sending business and opt-out instructions.

6. Data Handling & Consent Records

When a business owner checks the SMS consent box, Trellis records:

• The consent status (sms_consent = true)
• The timestamp when consent was recorded (sms_consent_timestamp)
• The customer's phone number

Consent records are stored securely in the Trellis database and are associated with the customer's profile. These records serve as proof of consent for regulatory and carrier compliance purposes.

Business owners are responsible for obtaining and maintaining valid consent from their customers before adding them to Trellis for SMS follow-ups.

7. Business Owner Responsibilities

By using Trellis SMS features, business owners agree to:

1. Obtain explicit verbal or written consent from customers before enabling SMS follow-ups
2. Only check the SMS consent box when the customer has genuinely agreed to receive messages
3. Honor opt-out requests from customers promptly
4. Comply with applicable laws including TCPA, CAN-SPAM, and carrier regulations
5. Ensure their use of SMS messaging is lawful and does not constitute spam

8. Contact Us

If you have questions about SMS consent, received an unwanted message, or need to report a compliance issue, contact us:

• Email: support@usetrellis.com
• Website: usetrellis.polsia.app