These Messaging Program Terms govern the SMS, RCS, WhatsApp Business and email notifications sent by HiperService de Arcos, S.L. — or by its authorised messaging partners acting as data processors — to customers, end-users and technicians in connection with after-sales, installation, repair, logistics and customer-operations services. By providing a mobile number to HiperService or to a brand on whose behalf we operate, you accept these Messaging Terms.
1. Program description
The HiperService messaging program enables transactional, operational and — where consent has been granted — promotional communications. Typical message types include:
- Appointment confirmations, reminders and rescheduling.
- Technician en-route, arrival and completion notifications.
- Repair status updates, spare-parts availability and pickup notifications.
- Service satisfaction surveys (NPS / CSAT).
- One-time passwords or verification codes when required to complete a service request.
- Operational alerts on behalf of partner brands and retailers.
2. Consent and lawful basis
Transactional and operational messages are sent on the legal basis of performance of the underlying service contract (Art. 6(1)(b) GDPR). Promotional messages are only sent where the recipient has provided prior, free, specific, informed and unambiguous consent, in accordance with Art. 21 of the Spanish LSSI-CE and Art. 13-A of Portuguese Law 41/2004.
3. Frequency and fees
4. Opt-out
You can stop receiving promotional messages at any time, free of charge, by replying with any of the following keywords:
- STOP — universal opt-out keyword
- BAJA — opt-out (Spanish)
- CANCELAR — opt-out (Portuguese)
Opt-out requests are honoured within 24 hours. Opting out of promotional messages does not stop strictly operational notifications related to an active service request (for example, a technician arrival notice for a confirmed appointment), as these are necessary for the performance of the contract. To stop those messages, please cancel the underlying service request.
5. Help
For assistance, reply HELP, AYUDA or AJUDA to any HiperService message, or contact us at hello@hiperservice.com. A team member will respond within one business day.
6. Message content and identification
Every message identifies HiperService (or the brand on whose behalf the message is sent), the purpose of the message, and — for the first promotional message of any campaign — instructions for opting out. Messages will never request bank card details, passwords or other sensitive credentials. Suspected fraudulent messages should be reported to security@hiperservice.com.
7. RCS-specific terms
Where messages are delivered over Rich Communication Services (RCS), additional features may be available (verified sender badge, rich cards, suggested replies, suggested actions). RCS delivery depends on device, operating system and carrier capabilities and is not guaranteed. Where RCS is not available, messages may be delivered as standard SMS as a fallback.
8. Privacy
Personal data processed through the messaging program — including mobile numbers, message content, delivery receipts and interaction events — is handled in accordance with our Privacy Policy. Messaging partners act as processors under Art. 28 GDPR, bound by written Data Processing Agreements.
9. Service availability
Message delivery is subject to the availability of mobile carriers and downstream messaging infrastructure. HiperService is not liable for delivery delays or failures attributable to such third-party networks.
10. Changes
We may update these Messaging Terms to reflect operational, technical or regulatory changes. The effective date is shown at the top of this page. Material changes affecting your rights will be communicated through appropriate channels.