SMS terms & consent

Program description

Backbone CRM is a field-service business software platform used by independent contractors (HVAC, electrical, plumbing, general contracting). Backbone sends SMS messages on behalf of those contractors to their own customers, and Backbone may also send transactional SMS messages directly to users of the Backbone app.

Message types we send:

• Appointment reminders and arrival updates — when a contractor is on the way to your home or business.
• Estimate and invoice links — when a contractor sends you a quote, an invoice, or a payment receipt.
• Account notifications — for users of the Backbone app: security alerts, payout confirmations, and verification codes.
• Customer care replies — replies in two-way SMS conversations you started with a contractor through their Backbone-powered phone number.

We do not use SMS for unsolicited promotional or marketing communications.

Consent

Recipients opt in to Backbone SMS by one of the following:

• Submitting a phone number through a contractor's web form, in-app form, or estimate-acceptance flow.
• Verbally confirming consent during a service call, recorded in the contractor's customer record.
• Replying with a confirmation keyword (such as YES) to an opt-in request message.

Consent is not a condition of purchasing any goods or services. You may decline SMS communications and use email or phone instead.

Message frequency

Message frequency varies based on your interaction with the contractor or your activity in the Backbone app. A typical customer receives between 1 and 10 messages per month. Account-level transactional messages (verification codes, payout confirmations) are sent only when triggered by your own actions.

Cost

Message and data rates may apply. Costs are charged by your wireless carrier, not by Backbone. Contact your wireless carrier for details about your plan.

Help

For help, reply HELP to any Backbone SMS message. You may also email support@backboneapp.tech for assistance.

Opt-out

You may opt out of any Backbone SMS program at any time by replying STOP to any message. After replying STOP you will receive a single confirmation message and then no further messages from that sender. To re-subscribe, reply START or sign up again through the contractor.

Opting out of SMS does not cancel any active service, account, or job — it only stops SMS communications. Other channels (email, phone, in-app notifications) remain available.

Privacy

Phone numbers and SMS message content are handled per the Backbone Privacy Policy. We do not sell, rent, or share mobile opt-in data or phone numbers with third parties for their marketing purposes. SMS opt-in data is excluded from any general data-sharing arrangements with Backbone partners.

Carriers

Wireless carriers are not liable for delayed or undelivered messages. Delivery is best-effort and may be affected by network conditions, carrier filters, or device state.

Supported carriers

Backbone SMS is delivered through Twilio and supports all major U.S. carriers including AT&T, T-Mobile, Verizon, US Cellular, Sprint, Cricket Wireless, Boost Mobile, MetroPCS, Virgin Mobile, and most smaller MVNOs.

Contact

Backbone is operated by Vibly Tech LLC, Eugene, Oregon. For SMS program inquiries, email support@backboneapp.tech.