Go Assist Communication Policy

1. Booking Confirmations

When you submit an appliance repair booking through our website, you will receive an email confirmation at the address you provided. This confirmation includes your booking reference, appliance details, and estimated contact window. Our scheduling team will follow up within one business day to confirm your technician appointment.

Booking confirmation emails are transactional communications and cannot be disabled. They are necessary for the service you have requested.

2. Appointment Reminders

We send a reminder email 24 hours before your scheduled repair appointment. This reminder includes your appointment time window, the technician's name, and any preparation steps (such as clearing access to the appliance or having the model number ready).

If your appointment is rescheduled for any reason, you will receive an updated confirmation as soon as the new time is confirmed.

3. Post-Repair Follow-Up

After your repair is completed, we may send a follow-up email asking for feedback on your experience. This helps us maintain quality standards and improve our service. Feedback requests are sent once per job and are entirely optional to complete.

We may also send a satisfaction check email if your repair included a quality guarantee claim or a return visit.

4. Membership Communications

Go Assist Membership holders (Basic and Premium plans) receive communications relating to:

• Membership activation and renewal reminders
• Members-only pricing and offers
• Priority booking availability notifications
• Plan changes, upgrades, and billing updates

Membership communications that are necessary for your account — such as renewal reminders and billing notifications — are transactional and cannot be disabled. Marketing communications from membership (offers, promotions) can be managed in your account preferences.

5. Marketing Communications

From time to time, Go Assist may send you emails about new services, seasonal promotions, and appliance maintenance tips. We will only send marketing emails if you have opted in or if we have a legitimate interest under applicable law.

We do not sell your personal data to third parties for marketing purposes. We do not send unsolicited SMS messages for marketing. All marketing communications are sent from verified Go Assist US email addresses only.

6. Text / SMS Communications

If you provide a mobile number during booking, we may send you SMS appointment reminders or technician ETA updates. These are transactional messages related to your booked service. Standard message and data rates from your carrier may apply.

We comply with the Telephone Consumer Protection Act (TCPA). We do not send marketing text messages without your prior express written consent.

7. Opting Out of Marketing Communications

You may opt out of non-transactional marketing communications at any time by:

• Clicking the unsubscribe link in any marketing email
• Updating your communication preferences in your account settings
• Contacting us directly at the address listed in our Privacy Policy

Please allow up to 10 business days for opt-out requests to take effect across all our systems. You will continue to receive transactional emails — such as booking confirmations and appointment reminders — even after opting out of marketing.

8. Communication Frequency

We aim to send communications only when they are relevant and useful. On average, customers receive: one to two transactional emails per booking, one reminder per appointment, and no more than four marketing emails per year for opted-in customers. Membership holders may receive additional membership-related updates on a quarterly basis.

9. Contact Us

If you have questions about our communication practices or wish to update your preferences, please refer to the contact information in our Privacy Policy. We take communication preferences seriously and aim to resolve all requests promptly.