SMS policy

Zonara operates a software platform that enables service businesses — home services companies (HVAC, plumbing, electrical) and veterinary practices — to send transactional SMS messages to their customers. Messages sent through the Zonara platform are originated by the business that is our customer, with Zonara providing the technical infrastructure for sending and reply handling. Message types include appointment confirmations, service reminders, missed-call follow-ups, review requests, seasonal tune-up reminders, quote follow-ups, and — for veterinary practices — prescription refill and preventive-care reminders.

End-customers opt in to receive SMS messages from a Zonara-platform business through one of three mechanisms:

• Verbal consent during a phone call: When a customer calls a business that uses Zonara, the business's AI receptionist captures the customer's phone number and confirms consent to receive SMS for the specific service inquiry or appointment.
• Web form submission: Some Zonara-platform businesses operate contact forms that include explicit consent checkboxes for SMS communication.
• Established Business Relationship (TCPA EBR): Existing customers of a Zonara-platform business who have had a service transaction within the prior 24 months may receive transactional SMS messages from that business under the TCPA Established Business Relationship exemption.

Zonara does not initiate SMS communications with end-customers on behalf of itself; all messages are sent on behalf of, and at the direction of, the service businesses that subscribe to the Zonara platform.

Customers may receive transactional messages from the Zonara-platform business they engage with, including:

• Appointment confirmations (up to 3 per appointment)
• Service reminders (1-2 per appointment)
• Missed-call recovery messages (1 per missed call)
• Review requests after completed service (up to 2)
• Seasonal tune-up reminders for maintenance plan members (2-4 per year)
• Prescription refill and preventive-care reminders from veterinary practices (2-4 per year)
• Quote and service inquiry follow-ups (up to 4 per inquiry)

Total message volume varies by customer engagement and business type, typically 5-15 messages per year per active customer.

Representative examples of messages a customer may receive:

• "Sorry we missed you at [Business Name] — text us back here or tap to call [phone]. We're on it."
• "Hi [name] — [Business Name] reminder: [tech] is scheduled for [day] [date] between [window]. Reply C to confirm or R to reschedule."
• "Hi [name] — glad [tech] got your system running. A quick Google review helps us a lot: [link] Thanks!"
• "Hi [name], time for your spring tune-up — included in your [plan name]. Want me to book? — [Business Name]"

You can opt out at any time by replying STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT to any message. Once you opt out, you will not receive further SMS messages from that specific business via the Zonara platform. Opt-outs are scoped to the business that sent you the message; if you have business relationships with multiple Zonara-platform businesses, you can manage SMS preferences for each business separately. Reply HELP for assistance.

Reply HELP to any message for assistance, or contact the originating business directly via the phone number provided. For platform-level support or to report compliance concerns, contact support@zonara.ai.

Message and data rates may apply. Check with your mobile carrier for details.

Supported carriers include AT&T, Verizon, T-Mobile, Sprint, Boost Mobile, US Cellular, Virgin Mobile, and Metro PCS. T-Mobile is not liable for delayed or undelivered messages.

Zonara is a software-as-a-service platform. Zonara does not own or operate the businesses that send messages through the platform; each service business that subscribes to Zonara is the sender and originator of messages to its own customers. Zonara provides the messaging infrastructure (telephone numbers, send/receive APIs, opt-out compliance enforcement) on behalf of these subscribing businesses. Each subscribing business is independently responsible for ensuring it has obtained appropriate consent from each end-customer prior to sending SMS messages.