How Sleep Balance Academy PC contacts you, the difference between messages about your care, messages about an order, and marketing, and how to stop any of them. Text messaging is not switched on today.
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1The three kinds of message
There are three kinds of message we might send you. They follow different rules, they are agreed to separately, and agreeing to one is never agreeing to another.
Messages about your care
Appointment reminders and confirmations, a note that your provider has replied, a note that a result or a document is waiting for you, and anything else you need in order to be treated safely. If you are our patient, these are part of your care rather than an extra.
Messages about an order
Order confirmations, receipts, shipping and delivery notices, a problem with a delivery, a return we have received, a subscription that is about to renew, and a safety recall. These follow the thing you bought.
Marketing
Offers, promotions, product announcements, and anything else whose purpose is to sell you something or bring you back to the store. Nothing in this category is ever necessary, and you control all of it.
The first two are sometimes called transactional. We send them because something happened that you need to know about. You cannot switch off the ones the law requires or the ones your care depends on, and section 4 says exactly which those are.
2How consent works, and what we will not do with it
Consent is separate for each kind of message and for each channel. Agreeing to a text about your appointment is not agreeing to a marketing text. Agreeing to marketing email is not agreeing to marketing texts. Giving us your phone number so a courier can reach you about a delivery is not agreeing to any messages at all.
We will never make your care, an appointment, a prescription, a price, or a purchase conditional on agreeing to receive marketing. If you say no to marketing, nothing about your treatment or your order changes.
When we ask, we ask for one thing at a time. Nothing is ticked for you in advance. The request says who is sending, which kind of message you would get, roughly how often, and it points at this document. We do not bundle a marketing permission into a checkout step, an intake form, or a consent to treatment.
We keep a record of what you agreed to and when, so that both of us can tell later what you were actually shown.
Consent is not permanent. You can take it back at any time, and section 4 says how.
3Text messages: the program you would be enrolling in
We do not send text messages today. This section describes what the program would be, so that you can decide what you think of it now rather than in the moment somebody asks you to agree to it.
3.1 What you would receive
About your care. Appointment reminders and confirmations, and a note when something is waiting for you in your portal.
About an order. Shipping and delivery notices, a delivery problem, and a safety recall.
Marketing. Offers and product news, and only if you have separately said yes to exactly this.
3.2 What it would cost, and what it would not guarantee
We do not charge you for text messages. Your mobile carrier may charge you for messages and for the data they use, according to your own plan, and those charges are between you and your carrier.
How many messages you get depends on your care and your orders. We tell you the expected frequency at the point we ask you.
Text messages are not reliable in the way people assume. Carriers delay them, filter them and drop them. We do not use a text message as the only way of telling you something that matters, and neither should you rely on one reaching you.
3.3 How you would stop them
Reply STOP to any text and we stop that kind of message. Reply HELP and we tell you how to reach a person. You can also write to support@sleepbalanceacademy.com and say stop, which works exactly the same way. You never have to keep an old message in order to stop the next one.
4How to stop messages, on every channel
When you tell us to stop, we stop everything of that kind, everywhere. Not only the message you replied to, and not only the list it came from.
That is worth spelling out, because the usual failure is a stop recorded against one campaign while five other schedules keep running. A stop applies across every campaign, every scheduled series and every list we hold you on.
What you want to stop
How to stop it
What still reaches you
Marketing email
Turn it off in your notification settings, or write to us and say stop.
The messages you need: receipts, order and shipping notices, security notices about your account, recalls, and anything about your care.
Marketing text messages
Reply STOP to any marketing text, or write to us.
The same as above. Stopping marketing texts does not stop an appointment reminder you asked for.
Text messages about your care
Reply STOP, or tell us in your portal or at your next visit.
We keep reaching you through the other details you have given us, because some of these you genuinely need.
Messages about an order
Write to us. Most of these stop by themselves once the order is complete.
A safety recall, and anything else the law requires us to send, whatever else you have stopped.
We act on a stop as soon as we can, and within ten business days at the latest. A message already queued may still reach you inside that window. If one reaches you after it, tell us, because that is a fault and we want to know about it.
Stopping marketing never affects your care, your prices, your subscription, or how quickly we answer you.
5What we will not send to a channel you did not choose for it
We do not put a health condition, a diagnosis, a medication or a test result into a message on a channel you have not chosen for that purpose.
A message from us names a step, not a finding. It says that a result is ready, or that an appointment is coming up, and you sign in to read the rest. That is deliberate. A message sitting on a lock screen can be read by whoever is holding the phone, and a mailbox can be shared without you knowing it.
Your portal is where clinical detail belongs. Ordinary email and text messages travel through systems that neither of us controls, and we do not treat them as private.
If you would rather we used a particular way of reaching you, or would rather we did not use one at all, tell us and we will note it and follow it. If you specifically want clinical detail sent by ordinary email or text, we will tell you plainly what the risk is, and then it is your choice.
6Email
Transactional email
Sent because something happened: a receipt, an order or shipping notice, a password or security alert, an appointment confirmation, a recall, a change to a document you agreed to. These are not advertising and they are not optional while you have an account or an open order.
Marketing email
Sent because we want you to read it: offers, promotions, product news. Entirely optional, always.
You can stop marketing email at any time. If you have an account, turn it off in your notification settings. If you do not, write to support@sleepbalanceacademy.com with the word Unsubscribe and we will do it for you. We do not ask why and we do not walk you through offers on the way out.
We are adding a one-click unsubscribe link to every marketing email. Until it is there, the two routes above are how you stop, and either one covers every campaign and every list rather than the single message you replied to.
You cannot unsubscribe from transactional messages while you have an account or an open order, and we would not want you to. A receipt, a security alert and a product recall are messages you need to receive.
If you want no email from us at all, tell us and we will explain exactly what would still be sent to you and why, so you can decide with the full picture.
7Phone calls and voicemail
We call for the reasons in section 1: to arrange or confirm care, to sort out a problem with an order, and to reach you when something needs a person rather than a message.
If we leave a voicemail, we say who is calling and ask you to call us back. We do not leave clinical detail on a voicemail unless you have asked us to.
If you tell us not to call you about marketing, we stop. That is separate from calls about your care and your orders, which continue.
8Keeping your details current, and numbers that change hands
Tell us when your phone number or email address changes. A message we send to the details you gave us counts as delivered, and a number you have stopped using can be given to somebody else.
If you receive a message from us that was not meant for you, tell us and we will stop sending to that number or address.
9What we do with your phone number and your email address
We use them to reach you for the reasons in this document. We do not sell them, we do not rent them, and we do not put them on anyone else's list.
The companies that deliver our messages act on our instructions under a written contract, may only use your details to deliver what we asked them to deliver, and may not use them for their own purposes.
Our Privacy Policy covers the rest of what we do with your information. Our Consumer Health Data Privacy Notice covers health related information specifically, and if you are our patient, the Notice of Privacy Practices governs your health record.
10Changes to this document
We update this document when what we do changes, when the law changes, or when we find wording that is unclear. Every version is kept, and each one records the date it took effect.
How you find out depends on how much changed. A correction that does not change your rights is simply published. A change that does affect your rights is announced before it takes effect. A change that materially alters what you agreed to is not applied to you by silence: we ask you to accept it, and continuing to browse the site is not treated as acceptance.
If you want a copy of an earlier version, or want to know what changed and when, write to support@sleepbalanceacademy.com and we will send it to you.
To stop a kind of message, or to change how we reach you, email support@sleepbalanceacademy.com with the subject line "Communication preferences". Tell us which kind of message and which channel, and we will confirm to you when it is done.
