Messaging Policy

Last updated: 23 October 2026

This policy explains the messages that Ordina sends on behalf of the businesses that use our platform, mainly by WhatsApp and SMS, and also by Telegram, Instagram, Messenger and email: what they are, how people agree to receive them, and how to stop them.

1. Who sends the messages

Messages are sent by Ordina for a business, through our messaging provider, Twilio. WhatsApp messages come from Ordina’s shared WhatsApp number or from the business’s own WhatsApp number if it has connected one. Ordina’s shared number does not hold conversations with customers: it sends these messages, and someone who writes to it gets one short reply saying how to reach the business. We try WhatsApp first; if a WhatsApp message cannot be delivered, we send it by SMS instead.

2. Messages customers receive

About a booking or order the customer made:

  • Confirmations: when a booking or order is confirmed.
  • Reminders: the evening before an appointment and, where available, a WhatsApp message about an hour before it starts.
  • Digital products: the download link, once the order is paid (or straight away if the item is free).
  • Status updates: when you are checked in, a thank-you when the appointment is completed (which can include a link to leave a review), a message if you missed the appointment with a link to book another time, and a message if it was cancelled with a link to book again.
  • Answers from the business: when the Secretary passed your question to the business, the business’s answer.

Other messages:

  • Replies in your conversation: when you message a business on its own WhatsApp number, or on Instagram, Messenger or Telegram, its Secretary replies in that conversation to answer questions and take your booking or order.
  • Follow-ups from the business: a business can ask its Secretary to follow up with you, for example when you are due to book again, did not finish a booking, or missed an appointment. These go by WhatsApp, Telegram, Instagram or email, using the contact details you gave the business or a channel you used with it.
  • Emails from the business: on the Business plan, a business can email its customers broadcasts, review reminders after a visit, and messages inviting them back after a while (section 6).

3. Messages business owners receive

If an owner turns them on in their dashboard settings, we send new-booking alerts and a daily schedule summary (each morning) by WhatsApp or SMS. Other alerts, such as new orders, leads and messages left by callers, arrive by email, push notification or Telegram.

An owner can also link their own WhatsApp number to their Secretary, with a one-time code from Secretary settings. They can then message their Secretary on Ordina’s shared WhatsApp number, and it replies there, to them only. Unlinking the number in Secretary settings stops this.

4. How people opt in

  • Customers: a customer opts in by giving their mobile number to book or order. On a business’s booking page and website chat they are told, under the chat, that by chatting or sharing their details they agree to receive booking (or order) updates by WhatsApp or SMS, and that they can reply STOP to opt out; the Secretary also says this the first time it asks for their number. Messages are only sent to a number the customer gave for their own booking or order. A customer who messages a business first, on its own WhatsApp number, or on Instagram, Messenger or Telegram, receives replies in that conversation.
  • Business owners: owners opt in by turning on WhatsApp and SMS notifications in their dashboard settings.

Numbers are never bought, rented, scraped, or shared with third parties for their own marketing.

5. How to opt out

  • Reply STOP to any SMS or WhatsApp message. We will confirm, and no further messages are sent to your number from the number you replied to. Ordina’s shared numbers send for many businesses, so a STOP to one of them stops messages from every business that uses it; a STOP to a business’s own WhatsApp number stops messages from that number only. A STOP on WhatsApp also stops the SMS copy of the same messages.
  • Reply START to the same number to receive them again.
  • Reply HELP for help. We will reply with how to contact us: help@useordina.com.
  • To stop a business’s emails, use the unsubscribe link in any of them.
  • On Instagram, Messenger or Telegram, you can stop messaging the business, block the account, or ask the business to stop.
  • You can also contact the business directly. Business owners can turn off their own SMS and WhatsApp notifications at any time in their dashboard settings.

Every message Ordina sends honours these opt-outs, including follow-ups a business starts itself: we do not send a follow-up to someone who has replied STOP or unsubscribed from that business’s emails.

6. Emails from businesses

On the Business plan, a business can send email broadcasts and automatic emails (a reminder to leave a review a few days after a visit, and invitations to come back after 30, 60 or 90 days, at most once every 90 days) to customers who gave it an email address on a booking or order. They come from the business by name, replies go to the business, and each one has an unsubscribe link that stops that business’s updates. Confirmations and reminders for your bookings still arrive. Businesses can send at most one broadcast a day, to up to 1,000 people. The business is responsible for having a lawful basis to send these emails.

7. Message frequency

Frequency depends on activity: typically one confirmation per booking or order, one reminder per upcoming appointment, a few status updates as an appointment happens, occasional follow-ups and emails from the business, and, for owners who opt in, booking alerts and one daily summary.

8. Costs

Message and data rates may apply, depending on your mobile carrier and plan.

9. Privacy and contact

We handle phone numbers and messages as our Privacy Policy describes, and our Terms of Service set out businesses’ responsibilities for the messages they send. Questions about this policy can be sent to help@useordina.com.