Crustomer

Messaging Policy

Last updated October 14, 2026

This policy covers every text message and marketing email a business sends through Crustomer. It's part of our Terms of Service. If you don't follow it, we may pause your messaging or close your account.

1. You are the sender

  • When you send a text or email through Crustomer, your business is the sender. You decide what to send, who gets it and when, and you press Send. Crustomer provides the software that delivers it.
  • You're responsible for following every law that applies to your messages, including the Telephone Consumer Protection Act (TCPA), the Florida Telephone Solicitation Act and other state laws, the CAN-SPAM Act, and the rules of mobile carriers and inbox providers.
  • Before each text or email blast, Crustomer asks you to confirm that everyone on the list agreed to hear from you. We save that confirmation with the date, time, the person who confirmed it and their device details.

2. Consent

Texts

  • Send marketing texts only to people who gave you written permission to receive marketing texts from your business, such as ticking an unticked "Text me" box on a form or at ticket checkout. A phone number given for another reason (for example, to buy a ticket) is not permission.
  • Your sign-up wording must say who will text them, that the texts are marketing, that they may be sent automatically, that agreeing isn't required to buy anything, how often you'll text (or "message frequency varies"), that message and data rates may apply, and how to stop (reply STOP) and get help (reply HELP). Crustomer's forms use this wording.
  • Keep a record of how and when each person agreed. For opt-ins through Crustomer's forms, Crustomer saves the form, date and time, IP address, browser and the exact wording they agreed to, and logs every opt-in and opt-out.
  • Don't text anyone who has opted out, and don't text purchased, rented or scraped lists.

Email

  • Send marketing email only to people who gave you their email address and would expect to hear from you (for example, customers, event attendees and sign-ups). Don't email purchased, rented or scraped lists.
  • Every email includes a one-click unsubscribe link and your business's mailing address. Crustomer adds both automatically and won't send without an address.

3. Opt-outs and help

  • Anyone can stop your texts by replying STOP (or END, CANCEL, UNSUBSCRIBE, QUIT, STOPALL). Crustomer records this and never texts them again from your workspace. Replying HELP gets an automatic answer saying who you are and how to stop.
  • Email unsubscribes take effect immediately, apply to every contact in your workspace with that address, and cover all your future marketing emails.
  • Don't re-add people who opted out, including through a new import.

4. Timing and frequency (texts)

  • Texts go out only between 8am and 8pm in the recipient's time zone. Crustomer sends only from 11am to 8pm Eastern, and holds texts to Hawaii, Alaska, U.S. territories and Atlantic Canada until it's 8am to 8pm there.
  • Send no more than 3 texts to the same person in any 24 hours. Crustomer enforces this.

5. Identify yourself

  • Every text names your business. Your first text to someone also says how to stop ("Reply STOP to opt out"). Crustomer adds these automatically when they're missing.
  • Emails come from your business name, with an honest subject line. Subjects can't pretend to be a reply or forward ("Re:", "Fwd:").

6. Content you may not send

  • Anything illegal, deceptive or misleading, including fake urgency, false prizes or misleading subject lines.
  • Hate speech, harassment, threats, or sexually explicit content.
  • Content about illegal drugs (including cannabis, even where state law allows it), firearms, or tobacco and vaping.
  • Alcohol: texts that promote alcohol must go only to people you've confirmed are 21 or older, and must not encourage excessive drinking.
  • Loans, debt relief, gambling, "get rich" offers, or third-party lead generation.
  • Phishing, malware, or link shorteners that hide where a link goes.

7. Registration (texts)

Mobile carriers require every business that texts to be registered. Crustomer registers your business using the information you provide (legal name, tax ID, address, website, contact and sample messages). It must be accurate. Registration and carrier fees are passed through as described in your plan.

8. Monitoring and enforcement

  • We watch spam complaints, bounces and opt-outs. If they pass safe levels (for example, more than 0.3% of an email blast marked as spam, or more than 5% of recipients opting out of a text campaign), Crustomer automatically pauses your messaging and reviews it with you before turning it back on.
  • We may also pause or end messaging if we receive a legal complaint, a carrier or provider tells us to, or we believe you've broken this policy.
  • We may share information with carriers, email providers or authorities when the law requires it or to stop abuse.

9. Records

Crustomer keeps consent records, opt-outs and send confirmations for your workspace, and you can view and export them. We keep them as long as needed to show compliance, even after a contact is deleted.

10. Changes

We may update this policy as laws and carrier rules change. We'll post the new version here and tell you about significant changes in advance.

Questions: privacy@crustomer.us