Customer Communications Consent Standard
The minimum wording and operating rules for service and promotional communications.
- Effective
- 4 October 2026
- Applies to
- Tenants recording customer WhatsApp and marketing preferences
1. Separate choices
Service messages and promotional marketing are separate choices. A customer may agree to WhatsApp service updates without agreeing to offers. Marketing consent must not be pre-ticked or made a condition of receiving the underlying spa service where it is not necessary.
2. Recommended customer wording
Service WhatsApp: “I agree to receive booking confirmations, reminders, rescheduling and other service-related messages from [Business name] on WhatsApp at the number provided. I can ask the business to stop these messages at any time.”
Marketing: “I would like to receive occasional offers and promotional updates from [Business name] through the channels I select. This is optional and I can withdraw consent at any time.”
3. Evidence and withdrawal
The tenant should record who consented, the channel, purpose, exact wording or version, source, date and time. Staff must not infer consent from silence or a previous purchase. Withdrawal must be actioned promptly, retained as suppression evidence and honoured before another campaign. Necessary one-to-one replies to a customer request are not permission for promotional messages.
4. Tenant responsibilities
Tenant is responsible for lawful sender registration, approved templates, recipient preferences, frequency, content, records, provider terms and any telecom requirements that apply. SpaGenix eligibility filters assist operation but do not decide whether a message is lawful.