SMS Terms of Service

Last updated: March 2026

1. Program Overview

Lemonflow Technologies GmbH ("Lemonflow", "we", "us") operates an AI-powered customer support platform for electric vehicle (EV) charging infrastructure. As part of this platform, we send SMS notifications to designated support staff on behalf of our customers (EV charging operators).

This page describes the terms governing our SMS notification program, including how messages are sent, what they contain, and how recipients can manage their preferences.

2. Consent and Opt-In Process

Our SMS notification program is designed for employer-authorised employees only. The following steps describe how a recipient is enrolled:

  1. Employer authorisation: An EV charging operator (our customer) identifies employees who serve as on-call support technicians and are responsible for responding to technical escalations.
  2. Administrator registration: An authorised company administrator registers the employee's phone number in the Lemonflow platform as part of the on-call duty schedule configuration. Only administrators with platform access can add or remove phone numbers.
  3. Employee notification: The employee is informed by their employer that they will receive SMS alerts during their on-call shifts as part of their duty assignment.
  4. First message disclosure: The first SMS notification a recipient receives includes opt-out instructions (reply STOP to unsubscribe).

No phone numbers are collected from the general public. Only pre-authorised numbers registered by a company administrator will ever receive messages. Recipients may opt out at any time by replying STOP.

3. What Messages We Send

When a caller contacts one of our customer's support hotlines and reports a technical issue, our platform may send a single SMS notification to the designated on-call support technician. Each message contains:

  • A brief summary of the reported technical issue
  • A case or reference number
  • Instructions to follow up (e.g., call back the customer)

Messages are event-triggered and transactional — they are not marketing, promotional, or recurring campaign messages. Each SMS is a one-time notification tied to a specific customer support interaction.

4. Message Frequency

Message frequency varies based on call volume. A typical on-call technician receives 0–5 messages per on-call shift. Messages are only sent when a customer interaction requires staff follow-up.

5. Who Receives Messages

SMS notifications are sent only to pre-authorised employees of our customer companies. Recipients are designated as on-call support technicians by their employer. Their phone numbers are added to the Lemonflow platform by a company administrator as part of the on-call duty assignment process.

We do not send messages to the general public, end consumers, or any individuals who have not been explicitly registered by their employer.

6. Opt-Out

Recipients can opt out of SMS notifications at any time by replying STOP to any message received from our platform. After opting out, no further messages will be sent to that number.

To resume receiving messages, reply START. For assistance, reply HELP or contact us at info@lemonflow.ai.

7. Costs

Message and data rates may apply. Lemonflow does not charge recipients for SMS messages, but standard carrier messaging and data rates may apply depending on your mobile plan. Contact your wireless carrier for details about your plan.

8. Supported Carriers

Our SMS notifications are delivered via major US and international carriers. Carriers are not liable for delayed or undelivered messages.

9. Privacy

SMS recipient phone numbers and message content are processed in accordance with our Privacy Notice. Key points:

  • Recipient phone numbers are stored securely and used solely for delivering on-call notifications.
  • Message content is limited to technical case summaries — no end-user personal data (caller names, phone numbers, or payment details) is included in SMS messages.
  • All data is processed within the European Union.
  • We do not sell, share, or use recipient phone numbers for marketing purposes.
  • Data retention is governed by the applicable Data Processing Agreement between Lemonflow and the customer.

For full details on how we handle personal data, please see our Privacy Notice.

10. Contact

Lemonflow Technologies GmbH
Kreittmayrstraße 3, 80335 Munich, Germany
Email: info@lemonflow.ai

For SMS-related inquiries, reply HELP to any message or email us at the address above.

© 2026 Lemonflow Technologies GmbH. All rights reserved.