SMS and Call Consent

Clause 01What this page is

This page carries the exact wording DHL Carpet & Water Damage Restoration uses when we ask for permission to call or text you, and the full terms of our text messaging program. It is written to satisfy the federal Telephone Consumer Protection Act and the Federal Communications Commission rules on consent and revocation, the wireless carriers' messaging requirements, and New Jersey law. The consent sentences below are the sentences printed next to the boxes on our forms.

Clause 02Definitions

• Appointment messages are texts about a request you made or a job you booked: that we have your request, your written estimate, the date and the arrival window, that a technician is on the way, a question we need answered to do the work, the result, and your invoice or receipt.
• Marketing messages are texts you did not need for a particular job: a reminder that a periodic service is due, and an occasional offer.
• Express consent is a clear statement from you that we may contact you at a number you gave us. Express written consent is that same statement given in writing or electronically, such as by ticking a box on a form, with the disclosures federal law requires shown at the time.

Clause 03What you agree to when you tick a box

The two forms are not the same, so read the one you are on.

The estimate form carries two unticked boxes and both are optional. The first covers calls and texts about your request and your appointment. The second covers marketing texts. You can send the estimate form without ticking either one.

The book a visit form carries one required acknowledgement, described below, and the same optional marketing box. It has no first box, because booking a visit is already asking a technician to call you about that visit, and the acknowledgement says so in plain words.

We never pre tick a box and we never bundle two consents into one.

If you leave the first box empty on the estimate form we contact you about your request by a person calling or emailing you rather than by automated text. Giving us your number while asking for an estimate lets us call you about that request. It does not by itself sign you up for automated texts.

Appointment contact, the first box, optional

The exact sentence next to the first box reads:

I agree that DHL Carpet & Water Damage Restoration may call and text me at the number I entered about my estimate request and any appointment, including by automated text message. Consent is not a condition of purchase. Message and data rates may apply. Message frequency varies. Reply STOP to cancel or HELP for help. See our SMS and Call Consent page and Privacy Policy.

That box appears on the estimate form and in the chat panel. It is not on the book a visit form.

Ticking it is your express written consent for us to send appointment messages to the number you entered and to call you at it about your request. We record the date, the time, the number, the page you were on and the exact wording you saw, and we keep that record for at least five years.

Marketing texts, the second box, optional

The exact sentence next to the second box reads:

Yes, DHL Carpet & Water Damage Restoration may also text me cleaning reminders and occasional offers at the number I entered, including by automated text message. Consent is not a condition of purchase. Message and data rates may apply. Message frequency varies. Reply STOP to cancel or HELP for help.

You can leave this box empty and still send the form and book with us. If you tick it, we may send marketing messages to the same number until you tell us to stop. We keep the same record of that consent as for the first box.

The acknowledgement on the booking form

The one box you have to tick on the book a visit form is the acknowledgement, which reads: I understand that a technician will call or text this number to confirm the visit window. That sentence is information about what happens next with the number you gave. It is not marketing consent and it is not the consent covered by the first box.

The chat panel

The chat panel can take your name and a phone number, and what you send from it reaches us. It carries the same first box sentence printed above, and ticking it is express written consent in the same way as on the estimate form. Until you send a request, nothing you type in the chat leaves your browser.

Consent given by phone or in person

If you call us and ask us to text you, or you text us first, that is express consent for appointment messages, and we note the date and how you gave it. We do not send marketing messages on the strength of a phone call alone, and we do not text you an invitation to sign up for offers, because that invitation would itself be a marketing text. If you want reminders and offers, tick the second box on a form, tell us in writing, or ask us on the phone to text you the marketing sentence above so that you can reply YES. We send that sentence only if you asked for it, and your YES reply, kept with the message you replied to, is your written consent.

Clause 04Program terms

• Program name: DHL Carpet & Water Damage Restoration appointment and reminder texts.
• Sender: DHL Carpet & Water Damage Restoration, a service area business covering Passaic, Essex, Hudson, Union, Bergen and Morris counties, New Jersey. Texts come from (908) 520-8698 or from a number that names us in the message.
• Message frequency: varies. Appointment messages depend on the job, and there are more of them during an active water loss than after a cleaning visit. Marketing messages, only if you opted in, are occasional. We do not publish a fixed number because we would have to invent one.
• Cost: we charge nothing for texts. Your carrier's message and data rates may apply according to your plan.
• Carriers: wireless carriers are not liable for a delayed or an undelivered message.
• Hours: marketing messages are sent between 8 am and 9 pm Eastern time. Appointment messages about an active job, and a reply to a message you sent us, go at any hour, because this is a 24 hour emergency service and a customer standing in water at 2 am should get an answer at 2 am.
• Content: we will never text you asking for a password, a card number or a payment link you did not ask for. If you get a message like that claiming to be from us, do not answer it, and call us.
• Privacy: how we handle your number is in our Privacy Policy. We do not sell or share a mobile number, or the fact that you opted in, with anybody for marketing. Our messaging provider sees your number only in order to deliver a message.

Clause 05How to stop

• Reply STOP to any text from us and all texts stop, appointment and marketing alike. You receive one confirmation and nothing after it. That confirmation asks whether you would like to keep appointment texts only, and you can reply KEEP if you do. Plain STOP is enough and there is no separate keyword.
• You can also stop by replying with a word such as QUIT, END, CANCEL, UNSUBSCRIBE, OPT OUT or REVOKE, by telling us by phone or email in any reasonable way, or by telling the technician at your property. We treat any reasonable request to stop as a valid one.
• We act on a request to stop as soon as we see it and in every case within ten business days, which is the outer limit the federal rules allow. In practice a STOP reply is processed automatically and at once.
• Stopping texts does not affect your booking. We confirm and update you by phone or email instead.

Clause 06How to get help

Reply HELP to any text from us and you receive a message carrying our name, our phone number and our email address. You can also call (908) 520-8698 or write to [email protected].

Clause 07The messages you will see

First message after you opt in

DHL Carpet & Water Damage Restoration: we have your request. We will text you about your estimate and your appointment. Msg frequency varies. Msg and data rates may apply. Reply STOP to cancel, HELP for help. Terms: dhlcarpetrestoration.com/sms-and-call-consent

Reply to HELP

DHL Carpet & Water Damage Restoration: for help call (908) 520-8698. Msg and data rates may apply. Reply STOP to cancel.

Reply to STOP

DHL Carpet & Water Damage Restoration: you are unsubscribed from all texts. Reply KEEP if you still want appointment texts only. Call (908) 520-8698 if you need us.

Reply to KEEP

DHL Carpet & Water Damage Restoration: you will receive appointment texts only, no offers. Reply STOP at any time to stop those too, HELP for help.

Marketing opt in confirmation, only if you ticked the second box or replied YES to a sentence you asked us to send

DHL Carpet & Water Damage Restoration: you are signed up for reminders and offers. Msg frequency varies. Msg and data rates may apply. Reply STOP to cancel, HELP for help.

Clause 08Phone calls

• Calls from us are made by a person. We do not use a prerecorded or artificial voice, and we do not use a system that dials numbers on its own.
• We call the number you gave us about your request or your appointment. We make no cold sales calls, and we do not call a number on the National Do Not Call Registry unless you asked us to contact you.
• We do not record calls.
• If you ask us not to call you, we note it and we stop.

Clause 09Numbers that are not yours

Please give us only a number you own or are authorized to use. If your number changes, tell us, so that we do not text the person who gets it next. If a text from us reached you and was meant for somebody else, reply STOP or call us and the number comes off.

Clause 10Age

This service is for adults. We do not knowingly text anybody under 18 and we do not knowingly collect a mobile number from anybody under 13.

Clause 11Changes

If we change the message frequency, the program name or the kind of messages we send, we update this page and tell you by text before the change applies to you, and you will always be able to reply STOP.

Clause 12How to contact us

Questions about messages and calls go to [email protected], or call (908) 520-8698.