SMS Terms & Opt-In Disclosure
This page describes the Deploy Hope SMS program for people who have requested disaster-relief assistance from us, and documents the consent we collect before sending any text message. It is referenced from our Privacy Policy and is the authoritative description of how we obtain SMS opt-in from help requesters.
Program description
We send transactional text messages about your active help request, for example:
- Confirmation that we've received your request and a reference number you can use to look it up.
- Notification when a response team has been dispatched, and their estimated arrival time.
- Changes to the arrival estimate (delays, re-routing).
- Confirmation when the work is complete, or when the request has been transferred or closed.
- Brief follow-up messages (for example, a satisfaction check or a request for additional information needed to complete the work).
We do not send marketing, fundraising, or solicitation messages through this program, ever.
Message frequency
Message frequency depends on your specific request. A typical request results in a small number of messages (often two to five) over the lifetime of the request: one when help is dispatched, one or two with ETA updates, and one when the work is complete. Larger or longer-running requests may receive more.
Cost
Message and data rates may apply. Deploy Hope does not charge for messages, but your wireless carrier may.
How to opt out
You can opt out of SMS at any time by:
- Replying STOP to any text message you receive from us. We will send one confirmation message and then no further messages about your request.
- Telling any of our call-center volunteers when you call us back, or when we call you.
Opting out of SMS does not cancel your help request and does not affect our ability to help you. We will continue to reach you by phone call to coordinate the response.
How to get help
Reply HELP to any of our messages to receive an automated reply with our hotline number and a link back to this page. For help with your request itself, call the hotline.
How we collect consent (proof of opt-in)
SMS messaging is strictly opt-in. We ask for your consent when you call the disaster-response hotline, when one of our volunteers visits your home, or on your request's page on this site. The volunteer reads, or the page shows, these words, with your number:
We send text messages only when you affirmatively agree: you answer “yes”, or check “Yes, text me” on your request's page, which is never checked for you. If you decline, we will coordinate by phone call. We record your consent for that number at the moment you agree: the date and time, how you agreed, and the words you were asked. On the page we also keep a scrambled form of your internet address, never the address itself.
The texts are updates about your request only, such as when a team is on the way and when the work is complete, and answers to texts you send us. We never send marketing. Message frequency varies, and your carrier's standard message and data rates may apply.
You can change your preference at any time by calling the hotline and asking the volunteer to stop texts, or by replying STOP to any text message we've already sent you.
Privacy and data sharing
Deploy Hope does not share your mobile phone number or SMS opt-in consent information with any third party or affiliate for marketing or promotional purposes. SMS originator opt-in data and consent records are not shared with third parties. We use a regulated SMS gateway (Twilio) solely to deliver the messages described above on our behalf.
See our Privacy Policy for the full description of how we handle personal data of help requesters.
Contact
Questions about SMS or this disclosure: privacy@demo.deployhope.cloud .