SMS and Communication Policy
Table of Contents
Overview
FeedbackPro may send SMS (text) messages to phone numbers you provide when using our services. This policy explains how we handle SMS communications, your rights, and how to manage your preferences.
Our Commitment
We are committed to responsible SMS communication and full compliance with applicable regulations including TCPA (USA), GDPR (EU), and Romanian telecommunications law.
Consent and Opt-In
Express Written Consent
By providing your phone number and agreeing to receive SMS messages, you give us express written consent to send you text messages related to our services.
How You Consent
- Account Registration: Checking the SMS consent box during signup
- Profile Settings: Enabling SMS notifications in your dashboard
- Two-Factor Authentication: Requesting SMS-based security codes
- Support Requests: Providing phone number for support communications
Consent Requirements
- Consent must be freely given and specific
- You must be the owner/authorized user of the phone number
- Consent is separate for different message types
- You can withdraw consent at any time
Types of Messages
Transactional Messages
These messages are necessary for service delivery and account security:
| Message Type | Purpose | Frequency | Opt-Out |
|---|---|---|---|
| Security Codes | Two-factor authentication | As needed | Limited* |
| Account Alerts | Security and billing notifications | As needed | Limited* |
| Service Updates | Critical service interruptions | Rare | Limited* |
| Password Resets | Account recovery | As requested | No |
* You cannot opt out of essential security and service messages, but you can delete your account to stop all communications.
Promotional Messages
Marketing and promotional communications (requires explicit consent):
- Feature Announcements: New features and updates
- Tips and Best Practices: Usage tips and tutorials
- Special Offers: Discounts and promotional deals
- Product Updates: Non-critical product news
- Surveys and Feedback: Requests for product feedback
Notification Messages
Optional notifications you can configure:
- Feedback Alerts: New feedback submissions
- System Status: Planned maintenance notifications
- Usage Reports: Weekly/monthly usage summaries
- Team Updates: Collaboration and team activities
Message Frequency
Expected Frequency
Security Messages
Frequency: As needed (typically 1-5 per month)
Examples: Login codes, password resets
Marketing Messages
Frequency: Up to 4 per month
Examples: Feature updates, tips
Notification Messages
Frequency: Based on your settings
Examples: Feedback alerts, reports
Emergency Messages
Frequency: Rare (major outages only)
Examples: Service interruptions
Frequency Controls
- Daily Limits: Maximum 5 messages per day (excluding security codes)
- Time Restrictions: Messages sent between 8 AM - 9 PM in your timezone
- Weekend Policy: No promotional messages on weekends
- Holiday Restrictions: Reduced messaging during major holidays
How to Opt-Out
Text Commands
Quick Opt-Out Commands
- STOP - Unsubscribe from all non-essential messages
- END - Same as STOP
- QUIT - Same as STOP
- UNSUBSCRIBE - Same as STOP
- START - Re-subscribe to messages
- HELP - Get help information
Dashboard Controls
Manage your SMS preferences through your account:
- Log in to your FeedbackPro dashboard
- Go to Settings → Notifications
- Toggle SMS preferences by category
- Save your preferences
Contact Support
You can also opt out by contacting us:
- Email: sms-optout@feedbackpro.com
- Phone: +40 (21) 123-4567
- Include: Your phone number and "OPT OUT" in the subject
Opt-Out Processing
- Immediate: Text commands processed within minutes
- Dashboard Changes: Effective within 1 hour
- Email Requests: Processed within 24 hours
- Confirmation: You'll receive an opt-out confirmation message
Message and Data Rates
Important Cost Information
Message and data rates may apply. FeedbackPro does not charge for SMS messages, but your mobile carrier may charge standard rates.
Cost Responsibility
- Our Costs: FeedbackPro sends messages at no charge to you
- Carrier Costs: Your mobile carrier may charge standard SMS rates
- International: International SMS rates may apply for non-Romanian numbers
- Data Usage: Minimal data usage for message delivery
Cost Estimation
| Region | Typical SMS Cost | Estimated Monthly Cost* |
|---|---|---|
| Romania | €0.05 - €0.15 | €0.20 - €0.60 |
| EU | €0.05 - €0.20 | €0.20 - €0.80 |
| USA | $0.05 - $0.20 | $0.20 - $0.80 |
| Other | Varies | Check with carrier |
* Based on estimated 4-12 messages per month. Actual costs depend on your carrier and plan.
Supported Carriers
Romanian Carriers
- Orange România
- Vodafone România
- Telekom România
- Digi Mobil
- RCS & RDS
International Carriers
- USA: Verizon, AT&T, T-Mobile, Sprint
- EU: Major carriers in all EU countries
- UK: EE, O2, Vodafone, Three
- Other: Most major international carriers
Carrier Limitations
Some carriers may:
- Block or filter SMS messages
- Have delivery delays
- Charge different rates
- Require additional verification
Legal Compliance
Romanian Legislation
- Electronic Communications Law: Compliance with Romanian telecom regulations
- GDPR Implementation: Romanian data protection requirements
- Consumer Protection: Romanian consumer rights legislation
- Advertising Standards: Romanian advertising and marketing laws
European Union (GDPR)
- Lawful Basis: Consent or legitimate interest for processing
- Data Minimization: Only necessary phone number data collected
- Right to Withdraw: Easy opt-out mechanisms provided
- Data Protection: Secure handling of phone numbers
United States (TCPA)
- Prior Express Consent: Required for all promotional messages
- Opt-Out Requirements: Clear and easy unsubscribe methods
- Time Restrictions: Messages sent during appropriate hours
- Identification: Clear identification of sender
International Compliance
- Canada (CASL): Anti-spam legislation compliance
- UK (PECR): Privacy and Electronic Communications Regulations
- Australia (Spam Act): Consent and identification requirements
Data Handling and Security
Phone Number Protection
- Encryption: Phone numbers encrypted in transit and at rest
- Access Controls: Limited access to authorized personnel only
- Retention: Phone numbers retained only as long as necessary
- Third Parties: Not shared with third parties without consent
Message Content
- Transactional: Contains only necessary service information
- No Sensitive Data: Never includes passwords or payment info
- Logging: Message delivery logs kept for compliance (30 days)
- Monitoring: Automated monitoring for compliance violations
International Transfers
Phone numbers may be processed in:
- Romania: Primary data processing location
- EU: EU-based SMS service providers
- USA: Cloud infrastructure with appropriate safeguards
- Safeguards: Standard Contractual Clauses and adequacy decisions
Troubleshooting
Not Receiving Messages?
If you're not receiving expected SMS messages:
- Check Settings: Verify SMS notifications are enabled
- Phone Number: Ensure correct phone number in your profile
- Carrier Issues: Contact your carrier about SMS blocking
- Network: Ensure good cellular signal
- Spam Filter: Check if messages are being filtered
Common Issues
| Issue | Possible Cause | Solution |
|---|---|---|
| No security codes | Carrier blocking | Contact carrier, use app authenticator |
| Delayed messages | Network congestion | Wait 5-10 minutes, try again |
| Wrong number | Typo in profile | Update phone number in settings |
| International issues | Country restrictions | Use email notifications instead |
Contact Information
For SMS-related questions or issues:
SMS Support
Email: sms-support@feedbackpro.com
Phone: +40 (21) 123-4567
Hours: Mon-Fri, 9 AM - 6 PM CET
Compliance Questions
Email: compliance@feedbackpro.com
Phone: +40 (21) 123-4571
Hours: Mon-Fri, 9 AM - 5 PM CET
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Last updated: October 7, 2025 at 10:08 AM