Legal
Messaging terms
Last updated 7 September 2026
DeckHand connects service businesses and customers through the app, customer portal and email. Website enquiries are forms, not live chat: the business replies to the email address provided. New text-message connections are not offered in the pilot.
For people receiving messages
Why you got a message
You contacted a service business — through the app, portal, email, or its website form — and they replied using DeckHand. Messages are only sent in reply to a conversation you started, or where you gave that business permission to contact you.
Notification preferences
Use your account preferences to turn app notifications on or off, or contact the service business about its messages. Turning off notifications does not delete the conversation. Account and access-removal options are described in the privacy policy.
Existing text conversations
If you already receive texts through a previously configured connection, reply STOP to a text and that business will stop texting you immediately. Reply HELP for help, or contact the business directly. Standard message and data rates from your carrier may apply.
How often
Message frequency varies — these are replies to conversations, not a marketing list. You will normally receive a message only when you have sent one.
Legacy carrier delivery
Mobile carriers are not liable for delayed or undelivered messages. Delivery is not guaranteed.
For businesses sending messages
Consent is your responsibility
You must have consent to message every person you message, and you must be able to show it. Replying to somebody who contacted you is generally fine. Uploading a list of past customers and messaging them is generally not.
What you must not send
No marketing to people who have not agreed to receive it, and no prohibited content — see the acceptable use policy. Breaking these rules can get a phone number blocked by carriers, which stops your messages reaching anyone.
Existing text opt-outs remain honoured
STOP is processed by the carrier and by us. You cannot override it, and neither can we.
No new text-message setup
The pilot does not include new text-message registration or activation. Existing records and consent history are retained; this change does not reactivate an opted-out recipient or move an old conversation to another channel.