Industry standards for US Short Code Terms of Service and Privacy policies

To make your short code campaign compliant with Twilio’s requirements, per our Acceptable Use Policy, your company is required to comply with carrier compliance requirements, industry standards, and applicable law.

Per industry standards, you should have a mobile terms of service page and a privacy policy for each US short code program.  Your mobile terms of service must contain certain provisions including customer support contact information; complete opt-out instructions, displayed in bold; a recurring message disclosure (if applicable); a product description; and a program (brand) name. There may also be additional requirements for certain programs like sweepstakes or contests. For more information industry standards, you should review the CTIA’s Short Code Monitoring Handbook.

The above guidelines are based on industry standards of short code service.  You should expect that your short code campaign will be audited at some point by a carrier or industry organization.  In our experience, U.S. short code campaigns are typically audited for compliance with the CTIA Short Code Monitoring Handbook.  Nonetheless, please note that each carrier reserves the right to suspend short code service for any user at any time, so compliance with the above guidelines is not a guarantee against suspension of service by a carrier.

In addition to these standards, there may be additional compliance requirements under applicable law depending on the nature of your text messaging campaign.  You should consult with your legal counsel to ensure that your terms of service and privacy policy are compliant with applicable law and consistent with standards for your particular campaign and industry.

Here is a copy of the boilerplate terms of service that cover minimum requirements from the carriers:

{Program name}

1. {Insert program description here; this is simply a brief description of the kinds of messages users can expect to receive when they opt in.}

2. You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again.

3. If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance, or you can get help directly at {support email address or toll-free number}.

4. Carriers are not liable for delayed or undelivered messages

5. As always, message and data rates may apply for any messages sent to you from us and to us from you. You will receive {message frequency}. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.

6. If you have any questions regarding privacy, please read our privacy policy: {link to privacy policy}

  

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