SMS Consent & Messaging Policy

1. Who this policy applies to

This policy governs SMS and MMS messaging sent from Celestia Experience LLC’s toll-free number 1-888-609-SHOW (7469).

Celestia Experience LLC operates this number exclusively for internal use by its own employees and contracted touring crew. We do not send SMS or MMS messages to consumers, customers, prospects, or any external party. We do not run marketing, promotional, sweepstakes, or solicitation campaigns via this number.

2. How consent is collected

Every recipient of SMS messages from 1-888-609-SHOW is an internal Celestia Experience employee or a contracted on-call technical engineer who has provided explicit, written consent through one of the following channels:

• Employment agreement. All employees sign an employment contract that includes an SMS-communication clause authorizing the company to send operational and incident- response messages to the mobile number they provide.
• Internal staff profile. Each employee enters their mobile number into their Celestia Hub user profile and confirms the SMS opt-in via a checkbox at the time of entry. The opt-in record (timestamp + IP address) is retained for audit purposes.
• Verbal opt-in. On-call engineers are briefed verbally during onboarding about the SMS notification flow for incident response, and acknowledge the flow before joining the on-call rotation.

3. Types of messages sent

The toll-free number is used exclusively for two categories of operational SMS:

• Critical incident alerts. When a venue technician opens a support ticket through any channel (web form, email, or phone), the on-call support engineer for that week receives an SMS with the ticket number, venue location, and a link to the internal support dashboard.
• Two-way operational replies.The on-call engineer may reply to the alert SMS with status updates (“dispatching field tech, ETA 20 min”), which the system automatically logs against the originating ticket.

4. Frequency and volume

Message frequency depends on incident volume across our touring operation and is expected to remain under 100 SMS per recipient per month. We have no automated message blasts, no recurring scheduled messages, and no marketing campaigns.

5. How to opt out

Recipients can opt out at any time by replying STOP to any message from 1-888-609-SHOW. The opt-out is processed immediately by our messaging provider (Twilio), and no further SMS will be sent to that recipient from this number.

To re-subscribe after opting out, reply START to the same number, or contact the Celestia Hub administrator to be re-added to the operational notifications list.

6. How to get help

Reply HELP to any message for assistance, or contact support@celestiahub.io.

7. Carrier charges and disclaimers

Message and data rates may apply depending on the recipient’s mobile carrier and plan. Celestia Experience LLC does not charge recipients for receiving operational messages on this number. All recipients receive messages on their personal or company-issued mobile devices under their own mobile-service agreement.

8. Data retention and privacy

SMS content sent and received through this number is logged to our internal audit system for operational compliance and ticket-attribution purposes. The logs include timestamp, the sending or receiving number, the message body, and the associated support ticket reference. We retain SMS logs for a maximum of 24 months, after which they are permanently purged.

See our Privacy Policy for full details on data handling.

9. Contact

Questions about this policy? Reach out to:

Celestia Experience LLC
c/o Paquin Entertainment Group USA
Email: support@celestiahub.io
Phone (operations): 1-888-609-SHOW