SMS / TEXT MESSAGE COMMUNICATION POLICY
Phoenix Rising Plumbing
3050 S Country Club Dr, Ste 22, Mesa, AZ 85210
Phone: 602-541-1546
Email: hello@phoenixrisingplumbing.com
Effective date: January 1, 2026
PURPOSE
This policy explains how Phoenix Rising Plumbing ("we," "us," or "our") uses text messaging (SMS/MMS) to communicate with customers, how customers consent to and opt out of those messages, and the standards our team follows when texting. It is written to meet U.S. carrier requirements for business messaging (A2P 10DLC), to serve as the public-facing terms we post on our website, and to guide our staff.
This policy works alongside our Privacy Policy. Where the two overlap, both apply.
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PART 1 - PUBLIC SMS TERMS (CUSTOMER-FACING)
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Post this section on your website, link it from your contact and booking forms, and reference it on your A2P 10DLC registration.
1. Program Description
When you provide your mobile number to Phoenix Rising Plumbing, you may receive text messages related to your plumbing service, including:
- Appointment reminders - booking confirmations, scheduling, and "technician on the way" alerts
- Service and dispatch updates - job status, quotes, follow-ups, and invoices
- Two-way customer support - replies to questions you text us, and rescheduling
- Promotions and offers - discounts, seasonal specials, and review requests (only if you opt in to marketing messages)
2. How You Consent (Opt-In)
You agree to receive text messages from us when you:
- Provide your mobile number on our website contact form, quote request, or online booking form and check the box agreeing to receive texts;
- Give your number to our staff and agree to receive texts about your service; or
- Text our business number first.
Consent is not a condition of purchase. You can still receive our services without agreeing to texts. Marketing/promotional texts require a separate, explicit opt-in - we do not send promotions to customers who only agreed to service-related texts.
We do not share or sell your mobile number or your consent to receive texts with third parties for their own marketing. Phone numbers collected for SMS are not shared with anyone except as needed to deliver the messages (for example, our messaging provider).
3. How to Opt Out (STOP)
You can cancel text messages at any time. Reply STOP to any message from us, and we will stop sending texts to that number. You will receive a single confirmation message, after which no further texts will be sent unless you opt back in.
To opt back in, reply START or contact us at 602-541-1546.
4. Help (HELP)
For help, reply HELP to any message, or contact us at 602-541-1546 or hello@phoenixrisingplumbing.com.
5. Message Frequency
Message frequency varies based on your service and interactions with us. Service-related messages are sent as needed for your appointments and jobs. If you opt in to promotions, you can expect no more than a few promotional messages per month.
6. Message and Data Rates
Message and data rates may apply. Charges depend on your mobile carrier and plan. Phoenix Rising Plumbing does not charge for text messages, but your carrier may.
7. Supported Carriers
Messaging is available on major U.S. carriers. Carriers are not liable for delayed or undelivered messages.
8. Privacy
The information you share with us by text is handled according to our Privacy Policy. For questions, contact hello@phoenixrisingplumbing.com.
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PART 2 - A2P 10DLC REGISTRATION REFERENCE
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Use this section to fill out fields when registering your texting campaign with your provider (Twilio, EZTexting, your VoIP carrier, etc.). It is not posted publicly.
Legal business name: Phoenix Rising Plumbing
Business address: 3050 S Country Club Dr, Ste 22, Mesa, AZ 85210
Business phone: 602-541-1546
Support email: hello@phoenixrisingplumbing.com
Website: www.phoenixrisingplumbing.com
Use case: Mixed - customer care, appointment notifications, and (if enabled) low-volume marketing
Opt-in method: Web form with checkbox, verbal/in-person consent, and inbound text
Opt-out keyword: STOP
Help keyword: HELP
Opt-in keyword: START
Sample opt-in language (for your web form checkbox):
"By checking this box, I agree to receive text messages from Phoenix Rising Plumbing about my service requests and appointments at the number provided. Message and data rates may apply. Message frequency varies. Reply STOP to cancel or HELP for help. Consent is not a condition of purchase. See our Privacy Policy and SMS Terms."
Sample message templates (submit with registration):
- Appointment: "Hi [Name], this is Phoenix Rising Plumbing confirming your appointment on [date] at [time]. Reply C to confirm or call 602-541-1546 to reschedule. Reply STOP to opt out."
- On the way: "Phoenix Rising Plumbing: Your technician is on the way and will arrive around [time]. Questions? Call 602-541-1546. Reply STOP to opt out."
- Follow-up: "Phoenix Rising Plumbing: Thanks for choosing us! Your invoice is ready: [link]. Reply HELP for help, STOP to opt out."
- Promotion (opt-in only): "Phoenix Rising Plumbing: Spring special - $25 off any drain cleaning this month. Call 602-541-1546 to book. Reply STOP to opt out."
Note: Many carriers prohibit links to public URL shorteners (bit.ly, tinyurl) and restrict certain content. Use links on your own domain and keep templates consistent with what you register.
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PART 3 - INTERNAL STAFF GUIDELINES
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For Phoenix Rising Plumbing team members who send texts. Not posted publicly.
Consent and records
- Only text customers who have opted in. Confirm consent before sending the first message. When you take a number by phone or in person, note that the customer agreed to texts.
- Keep marketing separate. Do not send promotions, discounts, or review requests unless the customer explicitly opted in to marketing. Service updates are not a license to market.
- Honor STOP immediately. If a customer replies STOP - or tells any staff member to stop texting - flag the number as opted-out and do not text it again unless they opt back in. Treat a verbal "stop texting me" the same as a STOP reply.
Content and tone
- Identify the business in every message ("Phoenix Rising Plumbing: ...").
- Keep messages professional, clear, and relevant to the customer's service.
- Never request sensitive information (full payment card numbers, SSNs, passwords) by text.
- Use links only on our own domain; avoid public URL shorteners.
- Do not send anything you wouldn't want quoted back to you - texts are a written record.
Timing
- Send messages during reasonable hours: 8:00 AM to 8:00 PM local time, unless it's an urgent, customer-initiated job (e.g., an active emergency they're already engaged with).
- Respond to inbound customer texts during business hours, promptly.
Privacy and security
- Use only the company-approved business number and messaging system - never a personal phone - to text customers.
- Do not share customer numbers or message content outside what's needed to do the job.
- Report any lost device, wrong-number disclosure, or texting mistake to management right away.
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Changes to This Policy
We may update this policy from time to time. When we do, we will revise the effective date above. The current version always governs.
Contact
Phoenix Rising Plumbing
3050 S Country Club Dr, Ste 22, Mesa, AZ 85210
Phone: 602-541-1546
Email: hello@phoenixrisingplumbing.com
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