SMS & WhatsApp Communication Policy

1. Legal Compliance

All SMS, WhatsApp, and telephone communications are conducted in accordance with Colombian data protection and consumer communication laws.

We only send communications to individuals who have provided explicit prior consent through approved channels.

Our systems are configured to:

• validate consent before phone submission,
• document consent records,
• maintain opt-out databases,
• and restrict prohibited communications.

We respect communication restrictions established under Ley 2300 de 2023, including:

Permitted Contact Hours

• Monday to Friday: 7:00 AM – 7:00 PM
• Saturdays: 8:00 AM – 3:00 PM
• No commercial communications on Sundays or national holidays

Patients registered in the Registro Nacional de Exclusión (RNE) or requesting removal from communications will not receive promotional messages or calls.

2. Consent Collection & Verification

Patients may voluntarily provide their mobile number through:

• website forms,
• consultation requests,
• intake documentation,
• WhatsApp conversations,
• or appointment scheduling systems.

All marketing-related communications require explicit opt-in consent.

Consent is obtained through:

• non-prechecked consent checkboxes,
• intake forms,
• or double opt-in verification systems.

Example Consent Language

"I consent to receive text messages, WhatsApp communications, and phone calls from Dr. Joaquí Regenerative Health regarding appointments, treatments, educational content, and clinic-related updates. Message frequency may vary. Message and data rates may apply. Reply STOP to unsubscribe, or HELP for help."

Where required, additional verification may be completed through:

• SMS confirmation,
• WhatsApp acknowledgment,
• or written consent records.

3. Consent Records & Compliance Logs

To comply with SIC and communication audit requirements, we maintain records including:

• date and time of consent,
• IP address,
• consent method,
• submitted form,
• checkbox language,
• communication history,
• and opt-in confirmation records where applicable.

Consent records may be retained for a minimum of five (5) years for legal and compliance purposes.

4. Types of Communications

We may send communications related to:

Appointment Coordination

• appointment reminders,
• confirmations,
• rescheduling notices,
• intake instructions,
• and follow-up coordination.

Patient Support

• treatment preparation instructions,
• recovery guidance,
• laboratory or imaging reminders,
• concierge coordination,
• and medical travel logistics.

Educational Content

• regenerative medicine education,
• longevity optimization content,
• wellness updates,
• and clinic announcements.

Promotional Communications

Promotional or marketing communications are only sent to individuals who have separately opted in to receive such content.

5. WhatsApp Communications

By initiating communication with our clinic through WhatsApp, you acknowledge and consent to receiving responses and clinic-related information through the platform.

While we take reasonable measures to protect patient confidentiality, WhatsApp is a third-party communication platform and may carry inherent privacy and security risks outside our direct control.

Patients should avoid sending highly sensitive medical information unless specifically requested by our clinical team.

6. No Sale or Sharing of Mobile Data

No mobile information will be shared with third parties or affiliates for marketing/promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties, except for aggregators and providers of the Text Message services.

(Spanish translation provided above in Section 1 references.)

Mobile numbers, SMS consent information, WhatsApp opt-in data, and communication records are NEVER sold, rented, or shared with third parties for marketing purposes.

All text messaging originator opt-in data and consent records remain confidential and are excluded from any third-party marketing use.

Information may only be shared with:

• authorized clinic personnel,
• secure communication providers,
• CRM and appointment systems,
• or legal authorities when required by law.

7. Opt-Out Rights

Patients may opt out of communications at any time.

SMS Opt-Out

Reply:

• STOP
• UNSUBSCRIBE
• REMOVE

Reply HELP at any time to receive assistance.

WhatsApp Opt-Out

Send:

• STOP
• REMOVE
• or request removal directly with our staff.

Opt-out requests are processed as quickly as reasonably possible, typically within 24 hours.

Once removed, patients may still receive legally necessary or operational communications related to active treatment or outstanding appointments.

8. Communication Standards

To protect patient privacy and reduce communication abuse:

• messages are kept concise and relevant,
• excessive messaging is prohibited,
• sensitive medical information is minimized,
• and communications are limited to appropriate operational or educational purposes.

We do not engage in spam practices.

9. Staff Communication Guidelines

Authorized staff members are trained to:

• verify patient identity,
• confirm communication preferences,
• use approved messaging templates,
• document communication history,
• and maintain confidentiality standards.

Unauthorized use of patient communication data may result in disciplinary action and legal consequences.

10. Data Security

Communication records are stored using commercially reasonable safeguards including:

• secure cloud systems,
• restricted access permissions,
• encrypted platforms where applicable,
• and periodic compliance reviews.

However, no communication platform or electronic transmission method can guarantee absolute security.

11. Policy Updates

This policy may be updated periodically to reflect:

• regulatory changes,
• operational updates,
• technological improvements,
• or legal requirements.

Updated versions will be posted on this page with the revised effective date.

Continued use of our services constitutes acknowledgment of the updated policy.

12. Contact Information

Dr. Joaquí Regenerative Health

Medellín, Antioquia, Colombia

Email: info@drjoaqui.com

Phone: +57 300 708 6499

For privacy, communication, or data protection inquiries, please contact our compliance team directly.