Messaging Terms
These Messaging Terms explain the SMS and MMS messages, missed-call text-back option, and related calls provided through Rook on behalf of a home-service business you contact.
On this page
1. Who is contacting you
The sender is the business identified in the message (the “Business”). Rook LLC (“Rook”) provides the software the Business uses to communicate with you. The first message in each conversation identifies the Business and its AI assistant and explains how to opt out.
You may ask to speak with a person at any time. Rook forwards that request to the Business; response times depend on the Business’s availability.
2. Your messaging consent
If you text the Business, it may reply about your request. That exchange does not automatically enroll you in recurring messages. Automated reminders and follow-ups require your written or electronic consent covering those messages, such as selecting a clearly labeled consent box on a website form or chat.
Having an appointment, job, invoice, or other existing relationship with the Business does not by itself enroll you in Rook texts. Providing a phone number, accepting these Terms, or contacting the Business through chat or social media is not a substitute for the required text-message consent.
Consent applies only to the identified Business and the message types disclosed when you opt in. Text-message consent is not a condition of purchasing services. Use only a number you are authorized to use, and contact the Business if your number changes.
Rook's SMS and MMS service supports U.S. telephone numbers only; Canadian and other non-U.S. numbers are not accepted for enrollment or texting. Imported contact lists and connected billing records are not used to initiate texts, including invoice reminders. A later direct inquiry or separate approved opt-in must follow the consent process above.
3. Messages you may receive
Depending on your request and consent, messages may include answers to questions, Business-approved price ranges, appointment scheduling and reminders, job updates, invoice notices and payment reminders, requested follow-ups, and nonpromotional requests for feedback after a job.
The Business does not send marketing or promotional texts through Rook. Message frequency varies with your conversation and the services you request.
4. Missed calls and callbacks
If a missed-call text-back option is offered, a recorded greeting explains how to request a text response by pressing 1. Before texting, the Business must complete any additional consent steps required for that flow. Calling or pressing 1 does not authorize unrelated or recurring messages.
Business personnel may return your call. Rook does not record calls. It keeps call records such as the number, time, duration, answer status, and any key press used to request a text.
5. Stopping and restarting texts
Reply STOP to stop texts sent through Rook for that Business. Other clear requests to stop communications, including requests made directly to the Business or to Rook, are also honored. A single nonpromotional confirmation may be sent after an opt-out.
Further texts require valid new written or electronic consent. Replying START requests re-enrollment, subject to any required consent confirmation. A website checkbox does not automatically override an existing opt-out.
Stopping texts does not cancel an appointment, change an invoice, or delete service records. Contact the Business about those matters.
6. Help rates and delivery
Reply HELP for assistance or contact the Business using its published contact details. For help with Rook, email support@lunisolutions.com and identify the Business involved.
Message and data rates may apply under your mobile plan. Delivery depends on carriers and other providers and may be delayed or unsuccessful. Carriers are not liable for delayed or undelivered messages to the extent permitted by law.
7. Privacy
Rook’s handling of personal information is described in its Privacy Policy at https://rooksync.com/privacy. The Business may also have its own privacy notice.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties, except service providers that deliver messages for us.
Do not send full payment-card numbers, passwords or other sensitive information by text. Accepting, viewing or transferring a home file does not enroll you in texts. Any future maintenance reminders require separate consent naming the sending business and the reminder types. Consent never transfers with the property.
8. AI and safety
AI-generated replies can contain errors. Confirm important information, final prices, and service arrangements with the Business. The Business remains responsible for its work and invoices; Rook does not receive your payments.
Rook is not an emergency, dispatch, or property-diagnosis service. Do not rely on these messages for urgent assistance or safety advice. Call 911 in an emergency.
9. Updates and contact
We post updates with a revised effective date and provide notice of material changes where required. Updates do not expand your messaging consent; any required new consent must be obtained before new message types are sent. These Terms do not waive rights you have under applicable law.
Rook LLC | support@lunisolutions.com