Messages and marketing consent
Purpose: separates the messages Clexen must send to run a Request, Order or partner account (service messages) from promotional messages, which need opt-in. It explains how each person controls them, in line with the TRAI Telecom Commercial Communications Customer Preference Regulations 2018 as amended in 2025, WhatsApp Business policy, and the DPDP Act. Parties: Clexen and Customers or Partners.
Acceptance triggers:
- Service messages: covered by the notice on the Request and registration forms.
- Marketing: a separate, optional, unticked checkbox, recorded with time and source, or a recorded opt-in via WhatsApp or SMS keyword.
1. Message types
| Type | Examples | Channels | Your control |
|---|---|---|---|
| Service and transactional | Request received; a call to clarify; new quotes; partner chosen; changes; new Request alerts and fee invoices for Partners; password links | Phone call, SMS, WhatsApp, email, push alerts | Sent while the Request, Order or account is active. Stop them by closing the Request or account. Security and legal messages continue as needed |
| Promotional | Offers, new categories or cities, newsletters, partner growth tips | SMS, WhatsApp, email | Only with your opt-in. Opt out anytime |
After Choice, the chosen Partner may also contact the Customer about the Order. That is the Partner's own communication (Document 04, clause 8).
2. Opt-in (promotional)
- Opt-in is never pre-ticked and never a condition of getting quotes or registering.
- Clexen records the opt-in with the number or email, channel, time, source page and wording shown.
- For SMS and voice to numbers on the National Customer Preference Register, Clexen will rely only on consent captured as the TRAI regulations require (through the registered consent framework, once applicable).
3. Opt-out
- Reply STOP to SMS or WhatsApp, use the unsubscribe link in email, or write to privacy@clexenrentals.com.
- Promotional messages stop within 24 hours. Service messages about live Requests or Orders continue.
- Partners can turn off push alerts on their device. Doing so may cause them to miss Requests.
4. Message rules Clexen follows
- All SMS are sent from registered (DLT) headers and approved templates, with the correct category.
- WhatsApp messages use approved templates. They start only after the person has messaged us or opted in.
- No promotional calls or messages between 9 pm and 9 am.
- Every message identifies Clexen Rentals.
- Customer and Partner numbers are never given to third parties for their marketing.
5. Opt-in wording
- Customer (Request step 2, optional): "Send me occasional offers and updates from Clexen Rentals on WhatsApp, SMS or email. I can opt out anytime."
- Partner (registration step 2, optional): "Send me partner offers and growth tips on WhatsApp, SMS or email. I can opt out anytime."
Questions about this document? Contact us or WhatsApp.