Effective date: 04/22/2024
Last updated: 04/22/2024
Linear Health values transparency and compliance with SMS (Short Message Service) guidelines. Our messaging outlines the rules and responsibilities for communicating with customers via SMS. These terms ensure adherence to applicable laws, including the Telephone Consumer Protection Act (TCPA) and CTIA Short Code Monitoring Handbook that provide clear guidance to protect both our customers and our business.
Welcome to Linear Health’s messaging policy. By opting in, you agree to receive recurring transactional, operational, or informational text messages from Linear Health at the phone number you provide. Please review these SMS Terms and Conditions (“SMS Terms”) carefully. By opting in, you accept these SMS Terms, along with Linear Health’s Terms and Conditions and Privacy Policy, available at linearhealth.com. “Linear Health,” “we,” “us,” and “our” refer to Linear Health, Inc. and its subsidiaries and affiliates.
Linear Health is a patient engagement platform for Behavioral Health. We serve mental health clinics, telehealth companies, and other mental health professionals. We provide you with a platform to streamline your operational workflows. We will engage with you via email and or SMS as it relates to our engagement which may include but is not limited to; OTP for authentication, automated alerts you configure for yourself within our platform, coordinating meetings for training and implementation, billing matters or technical support.
Before sending the first message, you must authenticate via OTP to prove you have ownership of the number you’re sharing with us. If the phone belongs to another individual or entity, you must obtain an agreement from the owner to receive messages on the given number.
You agree to receive recurring messages from Linear Health. Reply STOP to opt out; Reply HELP for help; Message frequency varies; Message and data rates may apply; Carriers are not liable for delayed or undelivered messages
If you don’t send a message within a reasonable period after obtaining consent, reconfirm consent with the first message.
Consent is specific to your relationship with Linear Health and cannot be used for other purposes or brands.
We may keep proof of consent as required by local regulations or best practices.
All messages will identify “Linear Health” as the sender and provide the ability to opt out at any time.
1. OTP for authentication and logging into the Linear Health platform
2. General customer support messages if you wish to use SMS over email
3. Technical support
4. Billing matters
5. Coordinating meetings e.g. quarterly business reviews
In the event of an adverse event which impacts our ability to serve you as a patient, we may send general communication to you. These types of messages constitute consent for that conversation only.
We only send informational messages to individuals with whom you have a prior relationship, provided they have given their phone number and not opted out.
We will always capture consent before we message you. From time to time, we might send you a message periodically e.g. every 12 months to reconfirm your consent and remind you how to unsubscribe using our opt-out process.
Every message must we send will always identify Linear Health as the sender, except in ongoing conversations.
Reply “STOP” or equivalent language in an initial message or a response to stop receiving any messages from us.
After we receive an opt-out request, Linear Health will send a confirmation message to acknowledge the request and stop further messages. Recipients must provide new consent to resume receiving messages.
Linear Health will only ever communicate to potential and actual customers related to their contractual relationship with us. We do not allow any illegal content through our communication channels, some of these prohibited topics are:
Cannabis and CBD marketing or sale-related messages are prohibited in the United States.
Prescription medication offers prescription drugs that can’t be sold over the counter.
Hate speech and harassment e.g. any messages originating from hate groups or containing exploitative or abusive content.
Fraudulent or malicious content including malware or viruses.
Filtering evasion e.g. content designed to evade filters.
Message and data rates may apply. Contact your wireless provider for questions about your text or data plan. If you are using someone else’s phone, please ensure you have their permission as it relates to the cost of sending messages.
By opting in, you confirm that you are at least 18 years old and the authorized user of the provided phone number. Notify Linear Health immediately if you change or deactivate your phone number. Failure to do so breaches these SMS Terms and Linear Health’s terms and conditions and privacy policy. Mobile carriers are not liable for delayed or undelivered messages.
Pre-Dispute Resolution Process
If a dispute arises, both parties agree to try resolving it informally first. This involves sending your details, a description of the dispute, and the relief sought to support@linearhealth.com. If unresolved within 60 days, further dispute resolution steps follow. Any formal proceedings will be stayed until this issue is resolved.
All unresolved disputes will be exclusively resolved by binding arbitration administered by the American Arbitration Association (AAA) in accordance with its Consumer Arbitration Rules. The arbitration shall take place in the county of your residence or another mutually agreed location. Arbitration fees will be governed by the AAA rules, with each party responsible for their own costs and fees. Arbitration may be conducted via telephone, written submissions, or in person, at the discretion of Linear Health. This agreement to arbitrate is a condition of service and applies to any dispute arising from or relating to the services provided by Linear Health.
Disputes will be handled individually. Neither party will seek class action or representative action status without prior written consent from all affected parties.
Governed by the Federal Arbitration Act, the arbitration agreement allows court litigation only to compel arbitration or address arbitration awards.
Claims must be filed within one year of occurrence, or they are permanently barred.
Material changes to this arbitration provision can be rejected by written notice within 30 days, terminating your account but maintaining the prior arbitration terms.
These SMS Terms constitute the entire agreement regarding SMS communications between you and Linear Health, superseding any prior agreements.