Policy & Operator Guide
SMS consent policy for rental operators.
How to obtain verbal consent from renters before sending transactional SMS alerts through Rentbee. Includes a copy-paste script, the required disclosures, and a sample rental agreement clause.
Last updated: May 21, 2026
Rentbee provides SMS messaging to rental operators through licensed telecom carriers. The operator — not Rentbee — is the business communicating with the renter, which means the operator is responsible for collecting valid consent before any message is sent.
This page explains the consent we expect operators to obtain, what messages are covered, and how to collect that consent at the rental counter. It is written for the front-desk agents, owners, and managers using Rentbee to send transactional rental alerts.
What messages this policy covers
Rentbee sends three categories of transactional SMS on operators' behalf. Marketing and promotional messages are not covered by this policy and require separate written consent.
Booking & reservation alerts
Reservation confirmations, pickup and return reminders, scheduling changes, and check-in or check-out updates tied to an active rental.
Payment & account alerts
Payment receipts, failed payment notices, balance and invoice reminders, deposit holds and releases, and late fee notifications.
Operational & vehicle alerts
Vehicle-ready notifications, contract or e-signature links, document and ID requests, damage inspection links, and other rental-related operational messages.
How to obtain verbal consent at the counter
For transactional alerts, verbal consent collected face-to-face at the rental counter is sufficient. Follow these steps every time.
- 1
Capture the renter's mobile number
Confirm the number belongs to the renter and that they are the account holder for that line, or are authorized to receive messages on it.
- 2
Read the consent disclosure out loud
Use the sample script below (or your own version that includes all the required elements). Do this before the renter completes the booking or signs the rental agreement.
- 3
Get an explicit yes
The renter must affirmatively agree. A neutral nod, silence, or assumption based on the booking is not sufficient. Record the answer.
- 4
Log the consent
Record the timestamp, the agent who collected consent, and the phone number opted in. This becomes your audit trail if a renter later disputes receiving messages.
- 5
Send a confirmation message
The first SMS the renter receives should re-state the program, frequency, HELP and STOP instructions, and links to terms and privacy. Rentbee can configure this for you.
What the script must include
Whether you read the sample below or write your own, every consent script must contain these elements.
Required elements
- A clear description of the SMS program and the types of messages that will be sent.
- The expected message frequency (e.g., "messages will be sent as needed based on your active rental").
- A standard "Message and data rates may apply" disclaimer.
- Instructions for getting help (reply HELP).
- Instructions for opting out (reply STOP).
- Links to your Terms of Service and Privacy Policy.
- An explicit request for the renter to say yes or no.
Sample verbal consent script
Read at the counter — replace placeholders with your business details
Agent:
“As part of your rental with [Your Rental Business Name], we'd like to send you text messages about this booking — things like your reservation confirmation, pickup and return reminders, payment receipts, balance reminders, and notifications about your vehicle and rental agreement. Message frequency varies based on your rental activity. Message and data rates may apply, depending on your mobile plan. At any time you can reply HELP to get help, or reply STOP to opt out and stop receiving messages. Our Terms of Service are available at https://yourcompany.com/terms and our Privacy Policy is at https://yourcompany.com/privacy. Do you agree to receive these text messages — yes or no?”
Renter:
“Yes.”
Agent:
“Great — I'll add you to our text alerts now. You'll get a confirmation message shortly. Reply STOP at any time to opt out.”
If the renter says no, do not enroll the number. Continue the rental without SMS notifications and offer email instead.
Optional: rental agreement clause
Verbal consent is sufficient for transactional alerts, but a companion clause in your rental agreement creates a stronger paper record. Operators can add a paragraph like the one below.
Sample clause
“SMS notifications. By providing your mobile number and signing this agreement, you agree to receive transactional text messages from [Your Rental Business Name] about your rental, including reservation confirmations, pickup and return reminders, payment receipts and reminders, vehicle and document notifications, and other rental-related operational messages. Message frequency varies based on rental activity. Message and data rates may apply. Reply HELP for help, or reply STOP at any time to opt out. Our Terms of Service and Privacy Policy are incorporated by reference.”
This clause does not replace explicit verbal confirmation when a renter is at the counter — it complements it. For online bookings where the renter is not physically present, a checked opt-in box paired with this clause is the appropriate way to capture consent.
How HELP and STOP are handled
Rentbee and the underlying carriers handle these keywords automatically. Operators do not need to monitor a mailbox for opt-outs.
Reply HELP
The renter receives an automated reply with the business name, contact information for support, and a reminder of how to opt out. No action is required from the operator.
Reply STOP
The number is opted out immediately at the carrier level. The renter receives a confirmation that no further messages will be sent. Rentbee flags the number internally so it cannot be re-enrolled by accident.
Keep a record of consent
For each renter who opts in, keep a record that includes:
- The phone number that was opted in.
- The date and time consent was collected.
- The agent or location that collected it.
- The method of consent (verbal at counter, online checkbox, signed agreement).
- Where applicable, the script version or rental agreement version the renter agreed to.
Rentbee captures the timestamp and the user who confirmed the renter on the rental record. Operators should retain this record for at least the period required by their jurisdiction's consumer protection and telecommunications regulations.
What operators must not do
These practices violate this policy, our carrier agreements, and in many cases the law. They can result in messaging being suspended for the operator's account.
Don't send marketing or promotional SMS under this policy
This policy covers transactional alerts only. Promotional messages — discounts, loyalty offers, new vehicle announcements — require separate written consent. Talk to support@rentbee.io before sending anything promotional.
Don't message numbers from purchased or scraped lists
Only message renters who have personally agreed to receive SMS. Lists obtained from third parties, web scrapers, or affiliates are not valid sources of consent.
Don't message a number that has opted out
If a renter replies STOP, that number is opted out automatically. Do not attempt to re-enroll the same number through workarounds. To re-enroll, the renter must explicitly opt back in.
Don't share consent across businesses or locations
Consent collected by one operator or location does not transfer to another. Each entity sending messages must obtain its own consent.
Questions?
If you're unsure whether a message you want to send falls under this policy, or you want help configuring your confirmation message and HELP reply, reach out to support@rentbee.io. For information about how Rentbee handles personal data, see our Privacy Policy.
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