Privacy Policy

1. Text Messaging

This section explains how Elenova uses text messaging (SMS/MMS) to communicate with you, what information is and is not shared through that channel, and what you should expect from our texting program.

1.1 Text Messages We Send

With your consent, Elenova may send you text messages for purposes such as:

• Shipping and delivery updates for products or supplies you have ordered through Elenova.
• Appointment reminders, confirmations, and scheduling updates.
• Other administrative or account-related notices we identify to you at the time you opt in.

Elenova does not use this texting program to send marketing messages.

1.2 We Will Never Send You PII or PHI by Text

Elenova will never send Personally Identifiable Information (“PII”) or Protected Health Information (“PHI”) to you by text message. Our text messages are limited to general, non-sensitive notifications — for example, that “your order has shipped” or “you have an upcoming appointment.” Our text messages will never contain details such as your diagnosis, treatment, medications, lab or test results, provider notes, health plan or account numbers, Social Security number, or other sensitive identifying or health information. If you need to view or discuss information like this, we will direct you to sign in to the patient portal or contact us through a secure channel.

1.3 Text Messaging Is Not a Substitute for the Patient Portal

Text messaging is a convenience notification channel, not a secure health information system, and it is not a replacement for the Elenova patient portal. The patient portal is the secure, authenticated channel where you should go to view your health records, message your care team about clinical matters, review test results, manage appointments in detail, and access any other PHI or account-specific information. Standard SMS/MMS text messaging is not encrypted end-to-end in the way the patient portal is, and it may pass through your mobile carrier, device, and any other person with access to your phone. For that reason, Elenova limits text messages to general, non-sensitive notifications and directs all sensitive interactions to the patient portal.

1.4 Please Do Not Send PHI or PII to Us by Text

At no time should you send PHI or PII to Elenova by text message. This includes, but is not limited to:

• Health information such as symptoms, diagnoses, medications, treatment details, or test results.
• Identifying information such as your Social Security number, date of birth, driver's license number, or financial or insurance account numbers, including credit or debit card numbers.
• Passwords, account credentials, or security codes.

If you reply to a text message with this type of information, we will not use that channel to respond to the substance of your message, and we may direct you to the patient portal or another secure channel instead. If you need to share sensitive health or personal information with us, please use the patient portal or another method we've identified as secure, rather than text message.

1.5 Your Consent to Receive Text Messages

By providing your mobile phone number and opting in verbally with our staff, you consent to receive text messages directly from Elenova related to shipping updates and appointment reminders/updates, as well as related administrative notices. This consent is given directly to Elenova and is not shared with, or provided on behalf of, any third party. Consent to receive these text messages is not a condition of purchasing any goods or services from Elenova.

We do not share, sell, or provide your mobile phone number or messaging consent data to third parties or affiliates for marketing or promotional purposes, and we do not use your opt-in consent for any purpose beyond operating the Elenova texting program described in this section.

1.6 Message Frequency and Charges

Message frequency varies based on your orders, appointments, and account activity. Message and data rates may apply, depending on your mobile carrier and plan. Elenova is not responsible for any charges from your wireless carrier related to text messages we send or that you send to us.

1.7 How to Opt Out

Opt out: You may opt out of receiving text messages from Elenova at any time by replying STOP to any text message you receive from us, or by contacting us using the information in Section 2 below. After you opt out, you may receive one final message confirming that your opt-out has been processed, and you will not receive further text messages from that program unless you opt back in.

Help: For help at any time, reply HELP to any text message you receive from us, or contact us using the information in Section 2 below.

Opting out of text messages does not affect your ability to use the patient portal, receive care, or communicate with us through other channels.

1.8 Information We Collect Through Our Texting Program

To operate our texting program, we and our text messaging service providers collect and retain limited information, such as your mobile phone number, opt-in/opt-out status and consent timestamp, delivery status, and the general content and timestamps of messages sent through this program (for example, that a shipping notice or appointment reminder was sent). As described above, this program is not used to transmit PHI or sensitive PII, so message content is limited to non-sensitive notifications.

1.9 How We Use and Share Information

We use the information described in Section 1.8 to operate, maintain, and improve our texting program, to send you the notifications you've opted in to receive, and to comply with applicable law. We may share this information with service providers who help us deliver text messages on our behalf (such as SMS messaging platforms and telecommunications carriers), who are permitted to use it only to provide these services to us, and not for their own purposes. We do not share, sell, or provide your mobile phone number or messaging consent data to third parties or affiliates for marketing or promotional purposes.

Your use of our texting program is also governed by our Terms of Service , which describe your rights and obligations, including our opt-in and opt-out process.

1.10 Data Security and Retention

We use reasonable administrative, technical, and physical safeguards designed to protect the information associated with our texting program. However, standard SMS/MMS text messaging is not a fully secure or encrypted communication method, which is why we do not send PHI or sensitive PII through this channel. We retain texting program records (such as consent and opt-out status) for as long as needed to operate the program, support your preferences, and meet our legal and recordkeeping obligations.

2. Contact Us

If you have questions about this Policy or wish to update your communication preferences, please contact us at:

Elenova Health
Email: hello@elenova.health
Phone: (864) 920-7739
Mail: P.O. Box 16351, Greenville, SC 29606

3. Changes to This Policy

We may update this Policy from time to time to reflect changes in our services, communication channels, or applicable law. The “Effective Date” at the top of this Policy indicates when it was last revised. Your continued use of Elenova's services and communications after an update constitutes your acceptance of the revised Policy.