Electronic Communications Policy

Last Updated: October 29, 2025

For Patients For Physicians For Practices

CollagenDirect ("we," "us," "our") uses electronic communications including SMS text messages, email, phone calls, and AI-powered technologies to provide services, support, and information to patients, healthcare providers, physicians, practice managers, and medical facilities. This Electronic Communications Policy explains how we communicate electronically, your rights, and how to manage your communication preferences.

1. Scope and Applicability

This Policy applies to all electronic communications from CollagenDirect, MD DME LLC (our fulfillment partner), and authorized third-party service providers acting on our behalf. It covers communications to:

  • Patients: Individuals receiving wound care products ordered through our Platform by their healthcare provider
  • Physicians: Licensed medical doctors who prescribe and order wound care products for their patients
  • Practices: Medical practices, clinics, healthcare facilities, practice managers, and DME suppliers using our Provider Portal

2. Types of Electronic Communications

a. SMS Text Messages

Message Types:

  • Transactional Messages: Order confirmations, shipping notifications, delivery alerts, appointment reminders, prescription refill notices
  • Service Messages: Account security alerts, password resets, verification codes, portal access notifications
  • Marketing Messages: Promotional offers, product announcements, educational content, surveys, special discounts, reorder reminders
  • Support Messages: Customer service responses, troubleshooting assistance, order status inquiries

Message Frequency: Message frequency varies based on your activity and preferences. You may receive:

  • Transactional messages: As needed when you place orders or use services
  • Marketing messages: Up to 4-6 messages per month
  • Service messages: Immediately when account security events occur

Message Charges: Standard message and data rates from your mobile carrier may apply. We do not charge for messages, but your carrier may. Check with your mobile service provider for details.

b. Email Communications

Email Types:

  • Transactional Emails: Order receipts, invoices, shipping confirmations, tracking information, account statements
  • Account Management: Registration confirmations, password resets, security alerts, subscription updates
  • Educational Content: Clinical guides, wound care best practices, product usage instructions, webinar invitations
  • Marketing Emails: Newsletters, product launches, promotional campaigns, case studies, industry news
  • Compliance Communications: Policy updates, terms changes, regulatory notices, audit requests

c. Phone Communications

Call Types:

  • Customer Support Calls: Inbound calls to our support team, return calls for support tickets
  • Order Verification: Calls to verify large orders, confirm patient information, clarify prescription details
  • Account Services: Credential verification, billing inquiries, payment arrangements
  • Marketing Calls: Product introductions, promotional offers, satisfaction surveys, feedback requests
  • Automated/Prerecorded Messages: Appointment reminders, delivery notifications, payment reminders

Autodialed and Prerecorded Calls: We may use automatic telephone dialing systems (ATDS) and artificial or prerecorded voice messages for certain communications, including reminders and alerts.

d. AI-Powered Communications

Artificial Intelligence Usage: CollagenDirect uses AI technologies to enhance communications and services:

  • Chatbots and Virtual Assistants: AI-powered chat systems on our website and Provider Portal to answer questions, process orders, and provide support 24/7
  • Voice AI: Automated voice systems for phone support, appointment scheduling, and routine inquiries
  • Personalization Engines: AI algorithms that analyze your order history, preferences, and behavior to provide personalized product recommendations and tailored content
  • Predictive Communications: AI-driven reorder reminders based on your usage patterns, anticipated refill dates, and wound healing timelines
  • Natural Language Processing: AI that interprets your messages, emails, and chat inquiries to route requests appropriately and provide relevant responses
  • Content Generation: AI-assisted creation of educational materials, product descriptions, and communication templates (always reviewed by humans for medical accuracy)

Human Oversight: While AI enhances efficiency, human healthcare professionals and support staff oversee critical decisions, review AI-generated content for accuracy, and are available when AI cannot adequately address your needs. You can always request to speak with a human representative.

Data Used by AI: AI systems may analyze:

  • Order history and product usage patterns
  • Communication preferences and engagement metrics
  • Support inquiries and resolution outcomes
  • Website and portal browsing behavior
  • Anonymized aggregate data from other users (to improve recommendations)

AI Limitations: Our AI systems are designed to assist, not replace, human judgment. AI may:

  • Provide general information but cannot diagnose conditions or prescribe treatments
  • Make errors or misinterpret complex inquiries
  • Require escalation to human staff for sensitive or complex matters

CONSENT TO ELECTRONIC COMMUNICATIONS

For Patients

When your healthcare provider orders products for you through CollagenDirect, you consent to receive electronic communications from us, including:

  • SMS text messages about your orders, deliveries, and product usage
  • Emails with shipment tracking, product information, and educational resources
  • Phone calls (including autodialed and prerecorded) for delivery coordination and surveys
  • Interactions with AI-powered chatbots, virtual assistants, and voice systems
  • Marketing communications about wound care products and special offers

You understand that:

  • Your healthcare provider has authorized CollagenDirect to contact you on their behalf
  • Standard message and data rates may apply to SMS messages
  • You can opt out of marketing messages at any time without affecting your ability to receive ordered products
  • Transactional messages (order confirmations, shipping updates) are necessary to fulfill your provider's orders and cannot be opted out of
  • AI systems may be used to communicate with you, analyze your preferences, and provide personalized recommendations

For Physicians

By registering for and using the CollagenDirect Provider Portal, you consent to receive electronic communications, including:

  • SMS text messages about orders, account updates, and platform notifications
  • Emails with clinical resources, product updates, continuing education content, and marketing offers
  • Phone calls (including autodialed and prerecorded) about account services, new products, and surveys
  • AI-powered support via chatbots and virtual assistants
  • Personalized product recommendations based on AI analysis of your prescribing patterns

You also consent ON BEHALF OF YOUR PATIENTS to allow CollagenDirect to:

  • Send SMS and email communications to patients regarding products you ordered for them
  • Use AI systems to coordinate deliveries, provide product support, and send reorder reminders to your patients
  • Send marketing communications to your patients about wound care products and related services

You represent and warrant that:

  • You have obtained appropriate authorization from your patients to share their contact information
  • You have the authority to consent to communications on behalf of your patients
  • Your patients have been informed that CollagenDirect will contact them about ordered products

For Practices (Practice Managers, Clinics, DME Suppliers)

By registering your practice or facility, you consent to receive electronic communications, including:

  • SMS text messages about orders, deliveries, invoices, and urgent account matters
  • Emails with billing statements, product catalogs, training materials, and promotional offers
  • Phone calls (including autodialed and prerecorded) about account management, payment reminders, and business development opportunities
  • AI-powered analytics and insights about your practice's ordering patterns and inventory needs
  • Automated reorder suggestions based on AI analysis of your consumption trends

You also consent ON BEHALF OF AFFILIATED PHYSICIANS AND PATIENTS to allow CollagenDirect to:

  • Communicate with physicians affiliated with your practice regarding orders and account access
  • Send communications to patients whose products are ordered through your practice
  • Use AI systems to facilitate order processing, coordinate logistics, and provide personalized service to your practice and patients

3. Legal Compliance

TCPA Compliance (Telephone Consumer Protection Act)

By providing your phone number and consenting to this Policy, you expressly consent to receive:

  • Calls using an automatic telephone dialing system (ATDS)
  • Prerecorded or artificial voice messages
  • SMS text messages sent via automated systems
  • Communications at the phone number(s) you provide, even if that number is on a state or federal Do Not Call registry

This consent is not a condition of purchase. You can still order products and use our services if you opt out of marketing communications.

CAN-SPAM Act Compliance

All marketing emails comply with the CAN-SPAM Act and include:

  • Clear identification of the message as an advertisement (when applicable)
  • Our valid physical postal address
  • A clear and conspicuous unsubscribe mechanism
  • Accurate "From" and "Subject" lines

We process opt-out requests within 10 business days.

HIPAA Compliance

Communications containing Protected Health Information (PHI) are transmitted securely and handled in accordance with HIPAA regulations and our Business Associate Agreement. We use encrypted channels for sensitive patient information.

4. Managing Your Communication Preferences

Opt-Out Methods

SMS Text Messages:

  • Reply STOP to any text message to opt out of all SMS communications
  • Reply HELP for assistance
  • You will receive one final confirmation message after opting out

Email:

  • Click the "Unsubscribe" link at the bottom of any marketing email
  • Log into your Provider Portal account and update email preferences
  • Email us at unsubscribe@collagendirect.health with "Unsubscribe" in the subject line

Phone Calls:

  • Tell our representative during any call that you wish to be removed from call lists
  • Call us at 1-800-XXX-XXXX and request removal
  • Email donotcall@collagendirect.health

AI Communications:

  • Request to speak with a human during any AI interaction
  • Disable AI features in your Provider Portal account settings (where available)
  • Opt out of AI-powered personalization by contacting privacy@collagendirect.health

Important Notes About Opt-Out

  • Transactional Messages Cannot Be Disabled: You will continue to receive essential messages related to orders, shipments, account security, and service fulfillment even if you opt out of marketing
  • Processing Time: Opt-out requests are processed within 10 business days (often sooner for SMS/email)
  • Separate Consent: Opting out of one channel (e.g., SMS) does not opt you out of others (e.g., email). You must opt out of each separately.
  • Re-consent: If you opt out and later wish to receive communications again, you can opt back in through your account settings or by texting START

5. Security and Privacy

We implement security measures to protect electronic communications:

  • Encryption: Emails containing sensitive information are encrypted using TLS. Patient PHI is transmitted via HIPAA-compliant secure channels.
  • Secure Authentication: SMS verification codes and two-factor authentication protect account access
  • Access Controls: Only authorized personnel have access to communication systems and customer contact information
  • AI Data Protection: AI systems process data in secure environments with strict access controls. AI models are trained on de-identified data where possible.
  • Third-Party Vendors: SMS/email service providers (e.g., Twilio, SendGrid) are contractually obligated to protect your information

Risks of Electronic Communications: While we use security measures, electronic communications are not completely secure. Email and SMS can be intercepted, lost, or misdirected. Do not include highly sensitive information (like credit card numbers) in email or SMS messages to us.

6. Third-Party Communication Providers

We use trusted third-party services to deliver communications:

  • SMS: Twilio, Bandwidth, or similar SMS gateway providers
  • Email: SendGrid, Mailgun, or similar email service providers
  • Phone: VoIP providers and call center platforms
  • AI Services: OpenAI, Google Cloud AI, AWS AI services, or similar platforms for chatbots, voice assistants, and personalization engines

These providers are bound by strict confidentiality and data protection agreements. Providers handling PHI execute HIPAA Business Associate Agreements.

7. Communication Records and Retention

We maintain records of electronic communications as required by law:

  • Transactional Records: Order confirmations, shipping notifications, and account alerts are retained for 7 years
  • Marketing Records: Opt-in/opt-out records are maintained indefinitely to honor your preferences
  • Support Communications: Customer service chats, emails, and call recordings may be retained for training and quality assurance
  • AI Interaction Logs: Logs of AI chatbot conversations and voice interactions are retained for improvement and quality purposes (typically 1-2 years, longer if required for compliance)

8. International Communications

Our services are primarily intended for U.S. users. If you are located outside the United States:

  • Standard international SMS and phone rates may apply
  • Some communication features may not be available in your country
  • Your data may be transmitted to and stored in the United States

9. Changes to This Policy

We may update this Electronic Communications Policy from time to time. When we make material changes:

  • We will post the updated Policy with a new "Last Updated" date
  • We will notify you via email or SMS if you are registered in our system
  • Continued use of our services after changes constitutes acceptance

10. Contact Us

Questions, concerns, or requests regarding electronic communications:

CollagenDirect Communications Team
Email: support@collagendirect.health
Phone: 1-800-XXX-XXXX
SMS Opt-Out: Reply STOP to any text message
Business Hours: Monday–Friday, 9 AM – 5 PM Central Time

Specific Requests:

By providing your contact information and using CollagenDirect services, you acknowledge that you have read, understood, and agree to this Electronic Communications Policy, including consent to receive SMS, email, phone communications, and interactions with AI-powered systems.