# Messaging Policy

_Last updated: December 2025_

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## Overview

BlockWave Media LLC (“BlockWave,” “we,” “our,” or “us”) provides automated repair-status notifications and AI-assisted customer communication services on behalf of auto repair, collision, and PDR shops (“Shops”).

This Messaging Policy explains how customer consent is obtained, what types of messages may be sent, how to opt out, and how messaging is used in compliance with TCPA, CTIA, and carrier regulations.

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## How Customers Provide Consent (Opt-In)

Shops using BlockWave must obtain consent from their customers before enabling SMS notifications.

Consent is collected by the shop through **any of the following legally valid methods**:

- A signed repair order or work authorization containing SMS consent

- A digital intake form or online appointment form signed by the customer

- Customer checking the SMS consent box on a tablet or mobile form

- Documented verbal consent during in-person check-in

BlockWave **does not generate consent** on its own.

Instead, BlockWave provides a checkbox for the shop to confirm that the customer has already provided consent.

**Consent Indicator Used in BlockWave Intake Form:**

> “Customer consents to receiving transactional text messages about their vehicle.

> If checked by shop staff, shop confirms the customer has already provided consent.”

This mirrors the industry standard used by CCC UpdatePlus, Mitchell, Podium, and other automotive communication vendors.

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## Types of Messages Customers May Receive

BlockWave sends **transactional messages only**, including:

- Repair status updates

- Vehicle check-in and delivery notifications

- Messages providing additional details or clarifications

- Replies to customer questions via AI or shop staff

- Appointment confirmations or reminders

_No marketing or promotional messages are ever sent._

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## Message Frequency

Message frequency varies depending on repair progress and customer interaction, but typically includes:

- Several automated updates at major repair milestones

- Occasional AI-assisted or staff replies to customer questions

- A final pickup/delivery notification

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## Opt-Out Instructions

Customers can stop receiving messages at any time by replying:

**STOP**

(This immediately disables messaging.)

To resume messaging, reply:

**START**

For help, customers may reply:

**HELP**

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## Fees & Charges

BlockWave does not charge customers for messaging.

Standard carrier message and data rates may apply depending on the customer’s mobile plan.

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## Data Usage & Privacy

Customer information (phone number, name, vehicle details, and message history) is used **solely to support repair-status communication**.

BlockWave does **not**:

- Sell customer data

- Share data with third parties for advertising

- Use customer data for marketing

See our **Privacy Policy** for additional details.

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## Shop Responsibility for Consent

Shops are solely responsible for obtaining, recording, and maintaining customer consent.

By using BlockWave, the shop agrees that:

> “Shop represents and warrants that it has obtained all necessary consumer consents required by law, including TCPA, before enabling SMS messaging. Shop is fully responsible for the legality of outbound messages and the accuracy of its consent records.”

This protects both BlockWave and the shop by clearly defining responsibilities.

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## Changes to This Policy

BlockWave may update this Messaging Policy as regulations evolve.

Changes will be posted on this page with an updated effective date.

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## Contact

For questions about this Messaging Policy, please contact:

**support@blockwavemedia.io**