Legal info

Communication Terms of Service

These Communication Terms of Service (“Communication Terms”) govern communications to and from Rocket. "Rocket" or the “Company” in these Communication Terms, means Rocket Limited Partnership (formerly known as “RKT Holdings, LLC” and “Rocket, LLC”) and its operating subsidiaries that provide mortgage and real estate services, including home search tools, mortgage services, and additional resources (collectively, the “Services”). By accessing or using the Services, you agree to be bound by these Communication Terms, the Rocket Terms of Use, and our Privacy Policy. If you do not agree, do not leverage the Services.

Rocket is dedicated to revolutionizing the homebuying experience. A big part of that revolution is based upon prompt and convenient communication with our clients, real estate agents, brokers, vendors and others. For that reason, we offer various means of communication including email, text message, chat, fax, telephone, snail-mail, express mail, voice mail, and mobile push notifications. To demonstrate our commitment to prompt and convenient communications, we have adopted the following terms and conditions which are incorporated by reference into all communications sent and received by our Team Members (i.e. our employees) and systems.

Email Terms

Email is an effective means of communicating a message. However, due to its brief and informal nature, email may not accurately represent the entire or final disposition of a matter or the official business records of the Company. In most instances, communications on a particular matter are exchanged through multiple channels such as through email, text message, chat, fax, telephone, voicemail, letters, and in person. Accordingly, email, by itself, may not accurately reflect the complete communication or intent of the Company as to the subject matter referred to within the communication, nor constitute an official business record of the Company. All official matters should be subsequently confirmed in signed writings. Also, the mere receipt of an email by Rocket may not put Rocket on notice, timely or otherwise, of the matters contained within that email.

Do not use email to communicate time-sensitive instructions or official company matters; they may not be received or reviewed by the appropriate Team Member in a timely manner. All emails are processed through various virus and spam filters which may delay or reject the delivery of an email altogether. Urgent matters should be communicated in person directly with the person of concern via telephone and then confirmed in writing with the appropriate person via fax or email. The Company reserves the right to block any email source it deems inappropriate.

Emails Are Generally Not Formal Signed Writings; E-Sign Disclaimer

Unless there is explicit and specific language and disclosures to the contrary, emails from the Company do not contain or constitute an electronic signature, even if the sender's name appears in the email. Email communications are not intended to be construed against the Company as a signed agreement, an interest rate lock, an unconditional loan commitment, an unconditional loan approval, unconditional qualification, or any unconditional offer or agreement to lend. Such documents and agreements are generally sent to clients in formal signed writings from the Company.   

Confidential and Privileged Information

All communications sent by our Team Members are confidential (as well as all attachments or files in such communications) and are to be reviewed and/or disclosed to only the individual or entity to whom they are addressed and intended. Communications marked as "Confidential" contain confidential and/or proprietary information that is disclosed under the condition that you treat and maintain such information strictly in a confidential manner and in compliance with applicable privacy laws (including but not limited to the Gramm-Leach-Bliley Act) and that you ensure such information is not disclosed or used by others, except for the limited and confidential purpose for which it is being provided. By accepting and reviewing Confidential information provided by the Company, you agree to indemnify and hold the Company harmless against any and all claims, losses, liabilities, or expenses, including attorney's fees that the Company may incur as a result of the unauthorized use or disclosure of confidential information due to your acts or omissions.

Communications exchanged with or involving our Legal Team may contain privileged information subject to the attorney client privilege and/or the attorney work product privilege. Such privileged information shall not be waived if you receive a communication in error or if it was improperly forwarded to you.

Time-Sensitive Instructions And Official Matters; Filters

If you are not the intended recipient of Confidential or privileged information or if you received a communication in error, the information contained therein should, at all times, remain confidential and such circumstances shall not authorize you to use or disclose this information. Please notify the sender immediately by telephone or email and delete or destroy the original and any copies. Any unauthorized use, disclosure, reproduction, or distribution of confidential or privileged information is strictly prohibited.

Business Purpose and Prohibited Content

The Company’s communication facilities are to be used only for conducting business the Company. Clients, real estate agents, broker partners, vendors and others receiving communications from our Team Members may not use our Team Member's email address or contact information (or any other person's email address appearing on or in Company email) for any purpose other than corresponding with the Company for lawful and legitimate business purposes relating to the business of the Company. The receipt of a communication is not the Company’s consent, nor our Team Member's consent, for you to use our Team Member's contact information for direct marketing purposes or for transfers of data to third parties, and such use is strictly prohibited.

All of our Team Members are prohibited from using communications facilities to make or send any type of menacing, defamatory, discriminatory, harassing, offensive or threatening statements/materials, or statement/materials that infringe the copyrights or legal rights of others. Such communications are against Company policy and outside the scope of our Team Member's employment. The Company does not accept any liability in respect of such communication, and the Team Member responsible will be personally liable for any damages or other liability arising. The use of Company communication facilities for purposes of sending menacing, harassing, offensive or threatening messages to our Team Members is strictly prohibited and is unlawful; violators will be prosecuted to the fullest extent of the law. Use of Company’s communications facilities for purposes of soliciting our Team Members to breach their employment agreements or to interfere with their employment status with the Company is strictly prohibited.

Please report any such violations regarding Rocket Mortgage to our Client Relations Team at (800) 863-4332.

Monitoring Of Communications

All communications sent to or from our Team Members may be forwarded, monitored, and/or reviewed by others within the Company other than the designated recipient/sender with or without notice to the designated recipient/sender. This includes but is not limited to the recording and monitoring of communication methods such as email, text message, chat, fax, telephone, snail-mail, express mail, voice mail, and mobile push notifications. Our telephone calls are recorded, both by us and third-party service providers, for quality assurance purposes, as well as for fraud detection, troubleshooting, and complaint resolution. If you do not wish to have phone calls recorded, you must choose an alternative communication method, such as email. By using such communication methods you are consenting to the recording or monitoring of the same.

Unsecured Transmissions

You should be aware that regular email is typically sent via the internet which is an open network. While certain designated areas within our applications employ technologies to secure your data and the transmissions between you and the Company, we cannot provide absolute assurances that all communications (sent or received) are secure, error free, not corrupted, incomplete or virus free and/or that they won't be lost, misdelivered, destroyed, delayed, or intercepted/decrypted by others. Therefore the Company advises against sending sensitive or personally identifiable information over email, and disclaims all liability with regard to emails (and the contents therein) if they are corrupted, lost, destroyed, delayed, incomplete, misdelivered, intercepted, decrypted or otherwise misappropriated by others.

Viruses

Computer viruses can be transmitted via certain communications and through content, attachments or files, and embedded links. Although our communications are believed to be free of any virus or other defects that might affect computer systems in which they are received and opened, it is the recipient's responsibility to ensure that any communication opened is virus free. The Company is not responsible for any loss or damage arising in any way from the receipt, use, storage or transmission of our communications. For example, if the Company forwards an email or replies to a prior email, the contents may have been produced by someone other than the Company or our Team Members for which the Company assumes no liability whatsoever. THE COMPANY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT COMPANY COMMUNICATIONS ARE VIRUS FREE AND/OR ERROR FREE. The use of any communications to introduce any virus, malicious or disabling code, or to otherwise interfere with email transmissions, chat, telecommunication, or computer networks is prohibited and against the law; violators will be prosecuted to the fullest extent of the law.

All Rights Reserved; Statements Attributable To The Company

The Company reserves all rights as to content in its communications and these Communications Terms. No part of the communications may be reproduced, published, or distributed in any manner without the express written permission of the Company. The only official publishable public statements that can be attributed to the Company are statements issued by the Director of Public Relations or by an officer of the Company (i.e., Chairman, CEO, President, or Corporate Counsel).

Negligent Misstatement

The Company disclaims any and all responsibility, including responsibility based on negligence or negligent misstatement, for the accuracy, completeness, or reliability of data or information contained in or furnished through communications and the Company makes no warranties, express or implied, with respect to such data or information.

IRS Circular 230 Disclosure

The Company disclaims any U.S. federal tax advice contained in or furnished through communications (including any attachments). Any reliance upon such tax advice cannot be used, for the purpose of (i) avoiding penalties under the Internal Revenue Code or (ii) promoting, marketing or recommending to any other party any transaction or matter that is addressed, contained in or furnished through communications (including any attachments).

Email Opt-Out (“Unsubscribe”)

Emails may constitute an advertisement or solicitation under U.S. law if its primary purpose is to advertise or promote a commercial product or service.

If you do not wish to receive advertising and promotional email messages from Rocket Mortgage, please follow the unsubscribe link in email messages or specify your preference by visiting our website: https://www.rocketmortgage.com/opt-out.

Texting Terms

Do not send text messages to the Company to communicate time-sensitive instructions or official company matters. Urgent matters should be communicated in person directly with the person of concern via telephone and then confirmed in writing with the appropriate person.

The Company reserves the right to block any mobile telephone number it deems inappropriate and to disable text messaging capabilities with the Company without notice.

In certain instances, you may receive multiple text messages to overcome character limitations (as a general rule, text messages are limited to 160 characters) to fulfill your request. Should this happen, we will include "1/2" or "1/3" to reflect the order and number of texts in the series. To read our response in the correct order, you should view "1/2" before "2/2". Due to network traffic and carrier limitations, it may take several minutes to receive a response.

Message and data rates may apply for any messages sent to you from or on behalf of Rocket Mortgage, Rocket Homes, or another operating company, and messages sent from you. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.

Rocket Mortgage – Texting Information

Rocket Mortgage sends rates updates via short code. Updates are part of an automated alert service and are not intended to be construed against Rocket Mortgage as an interest rate lock, an unconditional loan commitment, an unconditional loan approval, unconditional qualification, unconditional approval, or any other unconditional offer or agreement to lend. Furthermore, Rocket Mortgage disclaims any and all responsibility, including responsibility based on negligence or negligent misstatement, for the accuracy, completeness, or reliability of data or information contained in or furnished through rate update texts and makes no warranties, express or implied, with respect to such data or information.

Consent to receive texts is not a condition of purchasing goods or services from us. Text message frequency varies and data rates may apply.

Questions: Any inquiries or complaints should be directed to the Client Relations Team at (800) 863-4332 or Assist@RocketMortgage.com.

Commands for Short-Code Texting

Rocket Mortgage - Promotional Alerts from 762538

Stop: Text STOP to the U.S. short code 762538. This will prevent you from receiving any future Rocket Mortgage promotional text alerts.

Help: Text HELP to the U.S. short code 762538.

Rocket Mortgage - Informational Alerts from 21493

Stop: Text STOP to the U.S. short code 21493. This will prevent you from receiving any future Rocket Mortgage informational text alerts.

Help: Text HELP to the U.S. short code 21493.

Rocket Mortgage - Informational Alerts from 762588

Stop: Text STOP to the U.S. short code 762588. This will prevent you from receiving any future Rocket Mortgage informational text alerts.

Help: Text HELP to the U.S. short code 762588.

Texting HELP to any of the above short codes will return the following message:

More info: For help, visit https://rkt.me/Contact or call (800) 863-4332. Message & Data Rates May Apply. Reply STOP to cancel.

From https://rkt.me/Contact, you can view contact information for our various client relation phone numbers – for help with a new loan, or help with signing in, an in-process loan, or a closed loan – and call one of those numbers for help. Or you can choose to ask your question via our AI-powered chat.

Supported Carriers

Company mobile messaging is supported by most wireless carriers:

AT&T, Boost/Virgin, T-Mobile*/Sprint/MetroPCS, Verizon Wireless

C Spire Wireless, Carolina West Wireless (CWW), CellCom USA, Google Voice, U.S. Cellular

ACS/Alaska, Advantage Cellular (DTC Wireless), Aio Wireless/Cricket, Appalachian Wireless, Atlantic Tele-Network International (ATN), Bandwidth, Bluegrass Cellular, Buffalo Wireless, CableVision, Cellular Network Partnership (PIONEER), Cellular One of East Central Illinois, Chariton Valley Cellular, Chat Mobility USA, ClearTalk(Flat Wireless), Copper Valley, Coral Wireless (Mobi PCS), Cross Telephone Company (MBO Wireless), Duet IP (Maximum Communications New Core Wireless), Element Mobile (Flat Wireless), Epic Touch (Elkhart Telephone), GCI Communications Corp, Golden State Cellular, i Wireless (IOWA Wireless), Illinois Valley Cellular (IV Cellular), Immix(Keystone Wireless), Inland Cellular Telephone Company, Leaco, Mosaic (Consolidated or CTC Telecom), MTA Communications, MTPCS (Cellular One Nation), Nex-Tech Wireless, Northwest Missourri Cellular Limited, Panhandle Telecommunications Systems(PTCI), Peoples Wireless, Pine Belt Wireless, Pine Cellular, Revol Wireless USA, RINA, Sagebrush Cellular (Nemont), SI Wireless/Mobile Nation, SouthernLinc, SRT Wireless, Texas RSA 3 Ltd (Plateau Wireless), Thumb Cellular, Union Telephone Company(Union Wireless), United Wireless, Viaero Wireless, West Central Wireless (5 Star Wireless)

*T-Mobile is not liable for delayed or undelivered messages