SMS Consent Practices

This page documents how Jelo App LLC (“Jelo”) and the optical practices that use the Jelo platform (each, a “Store”) collect, record, and honor consent for SMS (text message) communications. It is intended as supporting documentation for Jelo’s A2P 10DLC brand and campaign registrations and as a reference for patients, carriers, and regulators.

For Jelo’s broader privacy practices, see the Privacy Policy. For a Store’s individual privacy policy, see jeloapp.com/s/<storeId>/privacy.

1. Message Categories

Jelo’s SMS program covers two distinct categories of messages, each with its own consent basis:

2. How Patients Opt In

Patients provide their mobile number through one of the following Jelo-platform surfaces. In each case, the disclosure language below is presented adjacent to the phone field, and the patient’s affirmative action (submitting the form, checking the optional marketing box) creates the consent record.

Standard disclosure (shown next to every phone-number field)

By providing your mobile number you agree to receive text messages from [Store Name] related to your appointments, orders, prescriptions, and account. Message and data rates may apply. Message frequency varies. Reply STOP to opt out or HELP for help. See our Privacy Policy and SMS Consent Practices.

Optional marketing checkbox (separate, unchecked by default)

I’d like to receive promotional offers and updates from [Store Name] via text message. (Optional. You can opt out at any time by replying STOP.)

Opt-in surfaces

a. Patient intake form

When a patient receives an intake link from a Store, they fill out a tokenized form that collects their mobile number along with the standard disclosure. Submitting the form records a transactional consent.

b. Online appointment booking

When a patient books an appointment through a Store’s online booking page, the phone-number field is accompanied by the same disclosure. Submitting the booking records a transactional consent.

c. In-practice customer creation (Jelo dashboard)

When a Store creates a customer record in person (for example, at the counter during a walk-in), the Store’s staff records the patient’s phone number and reads the disclosure aloud. The Add Customer form requires the staff member to confirm the disclosure has been provided before the record can be saved. The mode of consent is recorded as in_person.

d. Account signup (Store owners)

Store owners signing up for a Jelo account provide their own mobile number for account verification and platform notifications. This number is used only for Jelo platform communications, not for any Store’s patient campaigns.

3. Sample Messages

Representative examples of the messages a patient may receive. Actual content is templated per Store and may include the Store’s name, the patient’s appointment time, order number, or other context.

4. How Consent Is Stored

Every consent event is written to an append-only ledger in Jelo’s database (table: sms_consents) at the moment the patient provides their number. The ledger captures the evidence required by the TCPA and CTIA for both transactional and promotional consent:

The patient’s primary customer record also carries the flags sms_opt_in_at and sms_opt_out_at, which the messaging pipeline checks before every send. A patient with a non-null sms_opt_out_at will not receive promotional messages, and (in compliance with the opt-out rules in Section 5) transactional messages cease unless the patient explicitly opts back in.

Consent records are retained for the duration of the patient’s relationship with the Store plus the period required by applicable record-keeping law.

5. How Patients Opt Out

Patients can revoke consent at any time, by any reasonable method. Jelo supports all of the following:

a. Reply STOP to any message

Replying any of the following keywords to a message from a Jelo-hosted Store will immediately stop further messages from that Store: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT. Keyword matching is case-insensitive and ignores surrounding whitespace.

Inbound messages are received by the sms-webhook Jelo edge function, which:

1. Logs the inbound message to sms_messages with direction = ‘inbound’.
2. If a STOP keyword is detected, writes a row to sms_opt_outs with the reason (the keyword) and the source message id, and sets customers.sms_opt_out_at for the matching customer.
3. Sends a single one-time confirmation message: “You’re opted out of messages from [Store Name]. No further messages will be sent. Reply START to opt back in.”

After this confirmation, no further messages from that Store are sent to the number until the patient opts back in (see below).

b. Opt back in by replying START

Replying START or UNSTOP clears the opt-out and resumes messaging for the same Store. The system sends a one-time confirmation that the subscription has resumed.

c. Ask the Store directly

Patients can contact the Store by phone or email and ask to be removed. Store staff can mark the patient as opted-out from the Jelo dashboard, which writes to the same sms_opt_outs ledger with reason = ‘staff_request’.

d. Contact Jelo

For platform-level questions about your SMS preferences, contact Jelo at info@jeloapp.com.

6. HELP Keyword

Replying HELP or INFO to any message returns a one-time auto-reply identifying the Store, providing a contact phone and email for the Store, and noting that the recipient can reply STOP to opt out. Example:

Sunset Vision Care: for help call (305) 555-0100 or email help@sunsetvision.com. Msg & data rates may apply. Reply STOP to opt out.

7. Data Sharing

Messages are delivered via Twilio Inc., Jelo’s messaging service provider, and your mobile carrier. Twilio processes this information solely to deliver messages on the Store’s behalf.

8. Related Documents

• Jelo Privacy Policy — describes Jelo’s overall data practices, including the mobile-information sharing clause.
• Jelo Terms of Service — the master agreement between Jelo and its Stores.
• Per-Store privacy policies — jeloapp.com/s/<storeId>/privacy — each Store hosting its own brand registration links to its own policy at this URL pattern.

9. Contact