LOKE SMS Terms of Use
These terms cover the text (SMS/MMS) messages LOKE sends to people who work at the businesses we serve — owners, franchisees, general managers and store staff. By giving us your mobile number, or by texting us first, you agree to these terms. They sit alongside your existing agreement with LOKE, and don't replace it.
1. Who we are
The LOKE SMS program is operated by LOKE Group Limited (Australia) and its subsidiary LOKE America Inc. (United States), together "LOKE", "we" or "us". In these terms, "you" means the individual receiving our messages, acting on behalf of a merchant business that uses the LOKE platform.
| Program name | LOKE Merchant SMS |
|---|---|
| Sending number (US) | [10DLC NUMBER] |
| Sending number / sender ID (AU & NZ) | [NUMBER OR SENDER ID] |
| Support email | [support@loke.com] |
| Support phone | [PHONE] |
2. What we send
Our messages are about running your business on LOKE. Depending on your role and how you've opted in, you may receive:
- Service and incident alerts — ordering, payment or point-of-sale outages affecting your locations, and the all-clear when they're resolved.
- Operational notifications — order or store status issues, terminal and hardware activation steps, delivery or shipment updates for LOKE-supplied devices.
- Account, billing and payments — settlement and payout notices, failed payment or invoice reminders, changes to your fees or plan.
- Support — updates and replies on tickets you've raised with us.
- Onboarding and go-live — reminders, setup steps and confirmations while your locations are being launched.
- Product and program news — new features, releases, maintenance windows, training sessions and occasional invitations or surveys. This is the only category we treat as marketing.
We don't send messages on behalf of third parties, and we don't send marketing for other companies.
3. How you opt in
We only text mobile numbers where we've been given consent. That happens in one of these ways:
- You provided your mobile number during onboarding or on a LOKE signup, order or contact form that stated you'd receive text messages.
- You entered or confirmed your mobile number in the LOKE merchant portal and enabled SMS notifications.
- You gave your number to a member of the LOKE team — verbally or in writing — and asked us to reach you by text.
- You texted our sending number first, or replied to confirm a subscription.
- Your business nominated you as an operational or billing contact and authorised SMS contact on its behalf.
Consent isn't a condition of anything. You don't have to agree to receive text messages to use the LOKE platform, buy from us, or get support. If you'd rather we used email or phone only, that's fine — just tell us.
Where required, we'll send a confirmation message when you first subscribe, and you'll need to reply to confirm before we send anything else.
4. Authority to give us your number
By giving us a mobile number you confirm that you are at least 18 years old (or the age of majority where you live), that the number is yours or you're authorised to receive messages on it, and that you have authority to consent on behalf of the business you represent. Please don't give us someone else's number without their permission. If a number you gave us is reassigned, cancelled or transferred to another person, tell us promptly at [support@loke.com] so we can stop messaging it.
5. Frequency and timing
Message frequency varies with what's happening at your locations. Most contacts receive roughly [2–6] messages per month; incidents, go-lives and hardware rollouts can mean more in a given week. This is a recurring program — messages are ongoing, not one-off.
We send during reasonable local hours, and we observe carrier quiet-hour rules — in the United States that means we won't send marketing messages before 8:00am or after 9:00pm in your local time zone. Urgent service and incident alerts about a live outage affecting your business may be sent outside those hours, because that's what they're for.
6. Costs
LOKE doesn't charge you to receive our messages. Message and data rates may apply depending on your mobile plan and carrier. International or roaming charges may apply if you receive messages outside your home country. Check with your carrier if you're unsure.
7. How to stop (opt out)
Reply STOP to any message from us and we'll stop texting that number. You can also reply END, CANCEL, UNSUBSCRIBE, QUIT or REVOKE. We'll send one confirmation message and then nothing further. You can also email [support@loke.com], tell your LOKE account manager, or turn SMS notifications off in the merchant portal.
Opting out applies to the number you replied from. If more than one person at your business is subscribed, their subscriptions continue separately.
Worth knowing: if you opt out, you'll no longer get our real-time outage and payments alerts by text. We'll keep contacting you by email and phone about anything important, but text is usually the fastest way we can reach you when something's down. If you only want to stop the product news and stop nothing else, reply HELP or email us and we'll adjust what you receive instead.
To start again, text START or UNSTOP to our sending number, or ask us to re-enable it.
8. How to get help
Reply HELP to any message for support information, or contact us at [support@loke.com] or [PHONE]. Replies to our sending number are monitored during business hours — for anything urgent, please use our normal support channels rather than replying to a text.
9. Security — what we'll never ask by text
LOKE will never ask you by text message to provide a password, a one-time code you didn't request, full card numbers, bank account details, or API keys, and we'll never ask you to change bank details for your payouts by text. If you receive a message like that claiming to be from LOKE, don't act on it — contact us directly at [support@loke.com].
10. Carriers and delivery
We can't guarantee that every message will be delivered, or delivered on time. Delivery depends on your carrier, device and network coverage. Mobile carriers are not liable for delayed or undelivered messages. Don't rely on SMS alone for anything time-critical, and never use it to report an emergency — contact emergency services instead.
Supported carriers may change without notice. Message delivery is provided through our messaging partners, who process message content and phone numbers on our behalf under contract.
11. Privacy
We use your mobile number to send the messages described above and to respond to you. We don't sell mobile numbers, and we don't share them with third parties for their own marketing. Numbers are shared only with the messaging and carrier providers needed to deliver our messages.
How we collect, use, store and disclose your information — and how to access or correct it — is set out in our privacy policy: https://loke.com/privacy.
12. Acceptable use
Please don't send us unlawful, abusive, threatening or harassing content, and don't use our sending number to attempt to disrupt or gain unauthorised access to our systems. We may stop messaging a number, without notice, if it's being misused or if we're required to.
13. Changes to this program
We may update these terms from time to time. When we do, we'll change the "last updated" date at the top of this page, and we'll tell you about material changes by email or text before they take effect. Continuing to receive our messages after that means you accept the updated terms. We may also change, suspend or end the SMS program at any time.
14. Region-specific terms
United States
Messages are sent to US numbers from a registered A2P 10DLC number. Consent is obtained and recorded as described in section 3, and we honour opt-out requests promptly in line with CTIA guidelines and the Telephone Consumer Protection Act. These terms are governed by the laws of the State of [STATE], without regard to conflict-of-laws rules.
Australia and New Zealand
Commercial messages to Australian numbers are sent with consent, identify LOKE as the sender, and include a functional unsubscribe, consistent with the Spam Act 2003 (Cth). Messages to New Zealand numbers are sent consistently with the Unsolicited Electronic Messages Act 2007. For contacts in these countries, these terms are governed by the laws of Victoria, Australia.
Elsewhere
If you're outside the countries listed above, local law may give you additional rights, and nothing here limits any right you have that can't be excluded by law.
15. Relationship to your other agreements
These terms supplement, and don't replace, the LOKE merchant agreement, terms of service or order form between LOKE and your business. If there's a conflict about text messaging specifically, these terms apply.
Questions? Email [support@loke.com] or write to us at [LOKE registered address].