How customers consent to SMS messages from HearBack

The consent model

HearBack is a platform used by local businesses — salons, clinics, garages, restaurants, trades — to send a single review request SMS to a customer after a visit. HearBack does not buy, rent, or build marketing lists, and it does not message consumers on its own behalf.

Customers provide their mobile number directly to the business at the point of booking, check-in, or payment. At that point the business obtains explicit written or recorded consent from the customer using the standardised disclosure language shown above. Only after that consent is obtained does the business submit the customer's number to HearBack.

HearBack does not send messages to customers whose consent has not been attested by the business. Consent is single-purpose and single-message: one review request per visit, with no recurring or promotional messaging.

Where the disclosure appears

Businesses present the disclosure at the moment the customer hands over their mobile number. In practice this happens through one or more of the following:

• Customer intake forms — printed or digital forms completed at booking or check-in.
• Booking system consent checkboxes — an explicit opt-in checkbox where the business uses an online booking tool.
• Point-of-sale signage — a printed card or sign displayed at the counter where the number is taken.
• Verbal scripts read by staff — the disclosure read aloud and the consent recorded as part of the customer record.

Business attestation

Within HearBack, businesses cannot submit customer phone numbers without affirmatively attesting that consent was obtained using the disclosure language above. Each attestation is recorded with timestamp, business identity, and the consent text version. Businesses are required under HearBack's Terms of Service to retain proof of consent for each customer for at least four years.

Opt-out

End users can opt out at any time by replying STOP to any HearBack-delivered message. Opt-outs are processed immediately and are honoured across all HearBack customers' campaigns. End users can also reply HELP for assistance, which returns contact information and a reminder of how to opt out.