Nitro Rabbit Labs

RelayRabbit SMS Program Terms

Effective Date: Last Updated:

1. ABOUT THESE TERMS

These SMS Program Terms (the “SMS Terms”) apply to text messages (SMS/MMS) you receive through RelayRabbit. In these SMS Terms, “you” means the person receiving the messages. If you opt in to receive text messages from a business that uses RelayRabbit, you agree to these SMS Terms, the Privacy Policy at relayrabbit.ai/privacy, and the privacy policy of the business that texts you.

2. WHO SENDS THE MESSAGES

The Sender. Each message is sent by the business named in the message (the “Sender”). Senders are usually home-services contractors, such as roofing and HVAC companies. The Sender decides who gets its messages. It must get your consent first, and it approves the message sequences, templates and voice settings it uses.

The platform. RelayRabbit is a software platform operated by Nitro Rabbit Labs (Nitro Rabbit Labs, LLC, “Nitro Rabbit Labs,” “we,” or “us”). RelayRabbit sends messages on behalf of Senders and at their direction, through our messaging provider, SMS Provider, e.g., Twilio, and the wireless carriers.

Consent is Sender-specific. When you agree to texts from a Sender, only that Sender may text you. Your agreement does not let any other business on RelayRabbit text you. Nitro Rabbit Labs does not sell, rent or share your mobile number or consent with other Senders, and does not give them to third parties for their marketing.

3. PROGRAM DESCRIPTION

RelayRabbit supports two kinds of messages. When you opt in, the Sender tells you which kind you are signing up for.

Referral Partner Updates (real estate professionals). These are recurring, automated messages from a contractor to real estate agents, brokers and other real estate professionals who have agreed to receive them. They may include:

  • introductions;
  • when the contractor is available for inspections, estimates or pre-listing work;
  • seasonal and maintenance tips;
  • updates on projects for clients you referred;
  • invitations to events;
  • thank-you notes and requests for referrals.

Some of these messages are marketing messages.

Homeowner Project Updates. These are informational messages about a project the contractor is doing for you, such as scheduling, crew arrival windows, status updates, documents and invoices. The contractor will send you promotional messages only if you gave separate consent for them.

You can opt in in several ways, depending on what the Sender offers:

  • checking an unchecked consent box on a web form;
  • signing a sign-up card;
  • texting a keyword and replying YES to confirm;
  • clicking a confirmation link.

You do not have to agree to receive text messages as a condition of buying any property, goods or services. By opting in, you confirm that you are the subscriber of the mobile number you provided, or its regular user with the subscriber’s permission, and that you are at least 18 years old.

5. MESSAGE FREQUENCY AND TIMING

Referral Partner Updates. How often you get messages varies. Until you reply, a Sender may send you no more than 1 message per day. Once you reply and a conversation is under way, how often you get messages depends on that conversation, up to a maximum of 1,000 messages per week from any one Sender.

Homeowner Project Updates. How often you get messages depends on your project’s schedule and activity.

Replies. If you reply to a message, you may get a response. A response may come from a person at the Sender or, where the Sender has turned this on, an AI assistant working for the Sender (see Section 13).

Timing. RelayRabbit schedules automated messages only between 9:00 a.m. and 8:00 p.m. in your local time. If we are unsure of your time zone, we use the most restrictive one that applies.

Sender limits. RelayRabbit applies the limits in this Section 5 to every Sender. All messaging must also meet our messaging provider’s business registration and trust requirements (Twilio Trust Hub) and wireless carrier rules. Senders that exceed these limits, or that otherwise send messages in a way that violates these SMS Terms, carrier rules or those requirements, may have their messaging suspended or face other action under their agreement with Nitro Rabbit Labs.

6. COST

Msg & data rates may apply. Your wireless carrier’s standard messaging and data rates apply to messages you send and receive. Neither the Sender nor Nitro Rabbit Labs charges you to receive program messages. Ask your carrier about your plan’s details.

7. HOW TO OPT OUT (STOP)

By text. You can stop messages at any time. Reply to any message with one of these keywords (capital letters are not required):

  • STOP
  • STOPALL
  • UNSUBSCRIBE
  • CANCEL
  • END
  • QUIT
  • REVOKE
  • OPT OUT
  • OPTOUT

We also honor plain-language requests such as “please stop texting me,” “remove me” or “wrong number.”

Confirmation. After you opt out, you will get one message confirming it. The confirmation contains no marketing, and after it you will get no further messages from that Sender through RelayRabbit.

Other ways to opt out. You can also:

  • email support@relayrabbit.ai with your mobile number;
  • tell the Sender directly by phone, email or in person.

How quickly it takes effect. Opt-outs by text take effect immediately. We process opt-outs we receive another way within 5 business days. In every case, we process them within the time the law allows.

Scope. An opt-out stops all RelayRabbit messages from that Sender, in every program. It does not cancel consent you gave separately to a different Sender. To block your number for every Sender on RelayRabbit, email support@relayrabbit.ai and ask for a “platform do-not-contact” block.

Rejoining. Replying START, UNSTOP or YES to a Sender’s number lets that Sender message you again about conversations and requests you start, and you will get one confirmation message. Recurring automated marketing texts (such as Referral Partner Updates) resume only after you give that Sender new written consent.

8. HELP

By text. Reply HELP or INFO to any message. You will get the Sender’s name, a support contact, the message frequency, a reminder that message and data rates may apply, and instructions for opting out.

By email or phone. Contact RelayRabbit support at support@relayrabbit.ai or 913-290-5970. The Sender’s contact details appear in its messages and on its opt-in form.

9. DELIVERY; CARRIERS

Carriers are not liable for delayed or undelivered messages. Delivery depends on your wireless carrier and device, network coverage and other things neither we nor the Sender control. Messages may be delayed or may not be delivered. The program is available on the major U.S. wireless carriers. Some prepaid, international or smaller-carrier numbers may not be supported.

10. ELIGIBILITY

The program is only for U.S. mobile numbers. You must be at least 18 years old. You must also be the account holder, or be authorized by the account holder, to agree to receive messages at the number.

11. CHANGING OR GIVING UP YOUR NUMBER

Before you change or give up your number. If you change, cancel or transfer your mobile number, reply STOP from that number first, or email support@relayrabbit.ai. That way messages meant for you do not go to the next person who gets the number.

Reassigned numbers. Carriers reassign disconnected numbers. We check reassigned-number data before we message contacts who have not been active for a while.

Messages meant for someone else. If you get a message meant for someone else, reply STOP or “wrong number.” We will stop messaging your number for that Sender, and a “wrong number” reply blocks your number for every Sender on RelayRabbit.

12. PRIVACY

The RelayRabbit Privacy Policy at relayrabbit.ai/privacy, including its SMS and mobile section, explains how we handle your information. The Sender’s own privacy policy also applies.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. We do not share text messaging opt-in data and consent with any third parties. The only exception is service providers that help us deliver the program, such as our messaging provider and the wireless carriers, and they may use it only for that purpose.

13. AI-ASSISTED MESSAGES

How AI is used. Some messages are drafted with the help of artificial intelligence (AI) in a voice and style the Sender has set up. They are sent under the Sender’s name. The Sender approves the templates, sequences and voice settings it uses. Some Senders also let an AI assistant answer routine replies.

If you ask whether you are texting with AI. Ask “Is this AI?” or something similar at any time and you will get a straight answer. An AI assistant on RelayRabbit is not permitted to claim to be a human.

Reaching a person. If you want to talk to a person, say so in your reply. We will route your message to someone at the Sender.

14. CONTENT; NO EMERGENCY USE

No sensitive information. Do not send sensitive information by text, such as Social Security numbers, payment card numbers or passwords.

Not for emergencies. The program is not for emergencies. In an emergency, call 911. For urgent problems with a project, call the Sender directly.

Prices and terms. Text messages are not binding offers. Any price, warranty or contract term is binding only if it appears in a written agreement between you and the Sender.

15. DISPUTE RESOLUTION

Claims against Nitro Rabbit Labs. Any dispute between you and Nitro Rabbit Labs about the program is governed by the governing-law and dispute-resolution section of the RelayRabbit Terms of Service at relayrabbit.ai/terms.

Claims against a Sender. Disputes between you and a Sender are governed by whatever arrangements you have with that Sender.

Rights you keep. Nothing in these SMS Terms limits any right you have that cannot be waived under applicable law.

16. CHANGES TO THESE SMS TERMS

We may update these SMS Terms by posting a revised version on this page with a new “Last Updated” date. If a change materially affects how you receive messages, we will tell you about it where the law requires. If you do not agree with a change, reply STOP to opt out.

17. CONTACT

RelayRabbit / Nitro Rabbit Labs