1. Scope
This policy applies to appointment confirmations, cancellations, reschedules, repair-order approvals, repair completion messages, invoice payment links, reminders, marketing campaigns, test messages, smart replies, and any SMS or email sent through WrenchDay.
2. Customer responsibility for consent
The shop is responsible for obtaining, documenting, and honoring legally required consent before sending SMS, email, marketing messages, reminders, or automated communications to customers.
The shop must ensure messages are accurate, identify the shop where required, avoid misleading content, include opt-out language where required, and honor STOP, unsubscribe, do-not-contact, and similar preferences.
3. Website booking opt-in
When a customer books an appointment through a public WrenchDay booking page, the customer provides their name, phone number, vehicle and service details, appointment time, and optional email address.
The booking page presents an unchecked, optional SMS-consent box. A customer can confirm the booking without checking it, and SMS consent is not a condition of booking or purchase. When the customer actively checks the box, the customer expressly agrees that the shop and WrenchDay may send appointment, repair, estimate, invoice, payment, reminder, and service-related SMS messages to the provided number.
If the customer leaves the SMS-consent box unchecked, WrenchDay does not send the automated booking-confirmation text from that submission. A transactional email may still be sent when the customer provides an email address, and the shop may contact the customer through other lawful channels as needed to service the requested appointment.
The booking-page disclosure includes message frequency, message and data rate notice, STOP opt-out instructions, HELP instructions, and links to the WrenchDay Privacy Policy, Terms of Service, and this Messaging Policy.
4. Operational versus marketing messages
Operational messages may include appointment confirmations, appointment changes, check-in links, estimate approvals, repair-order updates, completion messages, invoice payment links, and receipts.
Marketing messages may include promotions, campaigns, lost-customer outreach, seasonal offers, and service reminders that are not strictly required to complete an active transaction. Marketing messages may require additional consent.
5. Provider rules and limits
Messages are subject to Twilio, AWS SES, carrier, email-provider, anti-spam, and deliverability rules. WrenchDay may block, throttle, or disable communications if provider rules, usage limits, spam thresholds, or legal requirements are implicated.
Usage limits and paid usage add-ons may apply to SMS and transactional email volume.
6. Templates and content
WrenchDay provides configurable templates, variables, HTML email options, separate email content, and custom templates. The shop is responsible for reviewing template content before sending.
Templates must not include deceptive statements, unlawful claims, sensitive personal information not needed for the message, or payment links unrelated to the customer transaction.
7. Identification and opt-outs
Outbound shop SMS begins with the shop name. SMS recipients can reply STOP to block future messages and HELP for assistance. WrenchDay processes recognized STOP requests immediately in the messaging workflow and preserves the communication preference for the shop tenant.
Marketing email identifies the sending shop, includes the required sender information and a functioning unsubscribe method, and must not use deceptive headers or subject lines. WrenchDay and the shop must honor applicable email opt-out periods; the platform should suppress future campaign delivery as soon as the unsubscribe is recorded.
A shop may not send around a recorded opt-out by changing templates, campaigns, employees, or customer records. Service messages after an opt-out may be sent only when lawful and necessary for a transaction or safety purpose.
Questions about this document
Contact Rudd Enterprises, LLC, doing business as WrenchDay, at hello@wrenchday.com or use the WrenchDay support form.