Industry standards for US Short Code Terms of Service and Privacy policies

To make your short code campaign compliant with Twilio’s requirements, per our Acceptable Use Policy, your company is required to comply with carrier compliance requirements, industry standards, and applicable law.

Per industry standards, you should have a terms of service page and a privacy policy for each US short code program.  Your terms of service and privacy policy must contain certain provisions including customer support contact information; complete opt-out instructions, displayed in bold; a recurring message disclosure (if applicable); a product description; and a program (brand) name. There may also be additional requirements for certain programs like sweepstakes or contests. For more information industry standards, you should review the CTIA’s Short Code Monitoring Handbook.

The above guidelines are based on industry standards of short code service.  You should expect that your short code campaign will be audited at some point by a carrier or industry organization.  In our experience, U.S. short code campaigns are typically audited for compliance with the CTIA Short Code Monitoring Handbook.  Nonetheless, please note that each carrier reserves the right to suspend short code service for any user at any time, so compliance with the above guidelines is not a guarantee against suspension of service by a carrier.

In addition to these standards, there may be additional compliance requirements under applicable law depending on the nature of your text messaging campaign.  You should consult with your legal counsel to ensure that your terms of service and privacy policy are compliant with applicable law and consistent with standards for your particular campaign and industry.