SMS Privacy Policy

Lilo provides appointment booking and client-communication software to businesses in the beauty, wellness, and personal-care industries. When you provide your mobile phone number to a Lilo Subscriber and consent to receive text messages, that Subscriber — using Lilo as its messaging provider — may send you appointment reminders, confirmations, and (separately, where you opt in) promotional messages.

In connection with SMS messaging we collect:

• Your mobile phone number;
• Your consent status for transactional and promotional messages, and the date, time, and source of that consent;
• The content and metadata of messages sent and received (e.g., delivery status, opt-out keywords such as STOP);
• Information needed to honor opt-outs and provide help (e.g., a record that you replied STOP or HELP).

We use SMS information solely to:

• Send the messages you have consented to receive (appointment reminders, confirmations, and — if separately opted in — promotions);
• Process opt-outs (STOP) and help requests (HELP);
• Maintain records required for legal and carrier compliance (including TCPA and A2P 10DLC);
• Operate, secure, and troubleshoot the messaging service.

Mobile information and SMS opt-in consent will never be shared or sold to third parties or affiliates for marketing or promotional purposes. We do not sell, rent, or trade your mobile phone number or opt-in status.

We share SMS information only with the service providers strictly necessary to deliver the messages you requested — namely our telecommunications carrier and messaging infrastructure provider (e.g., Twilio) — and only to transmit those messages on the Subscriber's behalf. These providers are contractually bound to use the information solely to deliver the service and not for their own purposes. We may also disclose information where required by law.

You provide consent to receive SMS by checking the applicable consent box when booking an appointment or managing your profile. Transactional (appointment) and promotional consents are collected separately, and both are unchecked by default — providing your number is never a condition of booking. We retain a record of each consent, including its timestamp and source.

You can opt out of SMS at any time by replying STOP to any message; we will stop sending texts to that number. Reply HELP for assistance, or contact the business directly. Opting out of SMS does not affect your appointments or your ability to receive service.

Message frequency varies based on your appointments and the business's messaging. Message and data rates may apply, depending on your mobile carrier and plan.

We retain SMS information for as long as necessary to provide the service and to meet legal, regulatory, and carrier record-keeping obligations (for example, consent and opt-out records), after which it is deleted or de-identified.

Questions about this SMS Privacy Policy? Email us at privacy@heylilo.co.