Anti-Spam & SMS Acceptable Use Policy

SMS is a privileged channel. Federal law (TCPA, CAN-SPAM, and related rules) and carrier-level policies (10DLC, A2P registration) require that messages be sent only to recipients who have given prior consent. Carriers can block your messages, fine senders, or revoke phone numbers. This policy describes what you must do as a TextHOA customer to remain in compliance and to keep your number healthy.

Before sending non-emergency SMS through the Service, you must obtain and retain proof of express written consent from each recipient. Acceptable methods include:

• A signed paper form or electronic signature where the recipient checks a clear opt-in box.
• An opt-in flow inside the resident portal during onboarding.
• A keyword reply (for example, the recipient texting JOIN to your number).
• An email confirmation link the recipient clicks to opt in.
• A bulk import where consent was previously captured in a system you can document.

TextHOA records each consent event in the consent log with method, timestamp, IP address (where applicable), and the version of language the recipient agreed to. You are responsible for ensuring the consent you submit is genuine.

The Service is intended for community-association use. Acceptable message categories include:

• HOA announcements (meetings, closures, weather, governance).
• Maintenance and request status updates to the resident who opened the request.
• Violation notices and cure-period reminders to the affected owner.
• Dues and assessment payment reminders to billed owners.
• Polls and ballot delivery to eligible voters.
• Emergency notifications (which may use the TCPA emergency-purpose exception).

• Promotional or marketing content from third parties.
• Messages to recipients who have opted out, regardless of how recently.
• Sweepstakes, lotteries, or other content prohibited by carriers.
• Messages containing SHAFT content (sex, hate, alcohol, firearms, tobacco).
• Phishing, fraud, or any deceptive content.
• Bulk messages from a number that has not completed A2P 10DLC registration.

Send only what is necessary. Multiple non-emergency messages per week to the same recipient are likely to generate complaints and opt-outs. Avoid sending non-emergency messages outside reasonable hours (generally 8 AM–9 PM in the recipient’s local time zone).

Carriers handle the keywords STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT at the network level. When a recipient sends one of those keywords, future messages to that number will be blocked automatically and the member’s record in the directory is flagged opted-out. You may not work around an opt-out by re-adding a member or sending from a different number. Re-opt-in must come from the recipient (for example, by replying START or completing a new opt-in flow).

Identify your community in the first message of any new conversation. Include opt-out instructions periodically (carriers expect this in the initial message and at reasonable intervals). TextHOA templates handle this for you when you use them.

The TCPA recognizes an exception for messages sent for emergency purposes (defined as those necessary to address a situation affecting the health and safety of consumers). Use this exception narrowly: boil-water notices, gas leaks, severe weather, evacuation orders. Routine reminders, even urgent ones, do not qualify. Each emergency send is logged with the user who initiated it.

We reserve the right to investigate, suspend, or terminate accounts that violate this policy or that generate disproportionate complaints, opt-outs, or carrier blocks. We will cooperate with law enforcement and carrier investigations. You are responsible for any fines, penalties, or claims arising from your violations.

If you received an unwanted message from a TextHOA number, please email abuse@texthoa.com with the message text, sender number, and date received. We investigate every report.

We update this policy as carrier rules and laws evolve. Material changes are communicated via email or in-product notice. See also our Terms of Service and Privacy Policy.