Messaging Policy

The short version

Salons use Soloona to text their own clients. A person only receives a marketing text if they gave that salon permission, and any message can be stopped forever by replying STOP. Consent and opt-outs are enforced by the software, not left to whoever is at the front desk.

Who is sending

The salon is the sender. Soloona is the platform it sends through. Every message identifies the business by name, so a client always knows which salon is texting them and never receives a message from a business they have no relationship with. We do not send marketing on our own behalf to salons' clients, and one salon's client list is never used for another salon.

What gets sent

There are two kinds of message, and they are governed differently.

• Appointment messages. Booking confirmations, reminders, changes and cancellations. These relate to an appointment the client made, and are sent to the number they gave when booking.
• Marketing messages. Offers, win-back campaigns and review requests. These require express written consent — a separate, un-ticked box that the client chooses to tick. Booking an appointment is never treated as agreement to receive marketing.

How consent is obtained

Consent is collected at the point a client gives their number: on the salon's online booking page, on an intake form, or at the front desk. The marketing checkbox is never pre-ticked and is never a condition of booking.

Client records imported from another system arrive with no permission on file and stay that way. A phone number in a spreadsheet is not consent, and Soloona will not treat it as consent no matter how the list was obtained.

Message frequency

Message frequency varies by salon and by what the client booked. Appointment messages depend on the appointments the client makes. Marketing messages are typically no more than 2–4 per month.

Cost

Message and data rates may apply. Soloona and the salon do not charge clients for messages; any charge comes from the client's own mobile carrier under their plan.

Getting help, and opting out

Reply HELP for help. Reply STOP to cancel. Message and data rates may apply. Message frequency varies.

Reply HELP to any message for help, or STOP to cancel. Replying STOP opts the number out permanently; you receive one final message confirming the opt-out was recorded, and nothing after that.

An opt-out is absolute and immediate. It is stored against the phone number itself, so it survives a client record being edited, re-imported, merged or deleted — the number cannot be texted again by that salon unless the person re-subscribes by replying START. Salons cannot override an opt-out from inside the product, by design.

Carrier-standard keywords are honoured in every form: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT all opt out; START and UNSTOP re-subscribe; HELP and INFO return help. Everything else a client replies is delivered to the salon as an ordinary message, because "please cancel my 4pm" is a request to the salon, not an unsubscribe.

What salons agree to

Every business on Soloona agrees to message only people who have given them consent, to honour opt-outs, and to comply with the TCPA, CAN-SPAM and carrier rules. We may pause sending on an account that generates abnormal complaint rates. Carrier trust is shared across every customer on the platform, so one bad list is everyone's problem.

Prohibited content is prohibited outright and is not a matter of taste: no cannabis, no prescription pharmaceuticals, no lending or credit offers, no adult content, and nothing that would be illegal for the salon to advertise.

Contact

Questions about a message you received, or about this policy: hello@soloona.app.

If you received a message you did not consent to, tell us which business sent it and we will investigate. See also our privacy policy and terms of service.