SMS Terms
The terms of TrueRoute’s two text-message programs: who receives texts, what they say, and how to stop them.
1. The programs
TrueEval Medical Group, PLLC, doing business as TrueRoute (“TrueRoute”, “we”, “us”), 4030 Wake Forest Rd, Ste 349, Raleigh, NC 27609, runs two text-message programs. Neither sends marketing or promotional texts.
- TrueRoute order notifications: short, transactional texts about orders placed through TrueRoute and about access to TrueRoute.
- TrueRoute team conversations: texts from the TrueRoute team, sent from our toll-free number, (844) 528-0044, to a person who asked us to text them about their request.
2. Who receives texts
- Clinic staff who give a mobile number to receive texts from TrueRoute, for example when their clinic’s administrator invites them and they choose to be told by text as well as by email, or when they opt in to order updates.
- Patients, only where their clinic has recorded the patient’s consent to receive texts about their order. TrueRoute checks that consent before every text it sends to a patient.
- Clinic owners, staff and partners who contact us (team conversations), only after they tick the optional “Text me at the number above about my request” box on a form on this website, next to the mobile number they give, or after they text us first. The box is never ticked for them, and the form can be sent without it. Team conversations are never sent to patients.
Consent to receive texts is not a condition of buying any product or service, from TrueRoute or from a clinic.
3. What the texts say
- Order updates: order, payment, shipping and delay updates, for example that an order has shipped, with its carrier, tracking number and a link to its shipment status.
- Invitations: a text telling a new user to look for their TrueRoute invitation email. It never carries a sign-in link or a password.
- Team conversations: replies about the request a person sent us (for example a purchasing comparison or an access request), scheduling and reminders for a walkthrough they booked, and follow-ups about that request. They carry no patient information and no prices beyond what the person asked us for.
Texts to a patient say that their order from their clinic has shipped. They carry no medication name, dose, strength or product code, and the status link shows shipment information only and expires. Texts to clinic staff carry no patient information.
4. How often, and what it costs
Message frequency varies with your orders, your invitations and your conversation with our team. Message and data rates may apply, according to your mobile plan. TrueRoute does not charge for texts.
5. How to stop texts
Reply STOP to any text from TrueRoute to cancel. STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT work too. You will receive one text confirming that you have been unsubscribed, and no further texts will be sent to that number. A patient’s STOP is also recorded against their consent in TrueRoute’s own records, not only by the carrier.
To start receiving texts again, reply START or UNSTOP from the same number.
6. Help
Reply HELP to any text for help with the program, call (844) 528-0044, or email support@trueroute.health. If you are a patient with a question about your order or your care, contact your clinic.
7. Your mobile number and privacy
We use your mobile number only to send the texts described here. Mobile information will not be shared with third parties or affiliates for marketing or promotional purposes. Text-message opt-in data and consent are not shared with any third party, except with the service providers that send texts on our behalf, only to send them. Our Privacy Policy describes how we handle personal information.
8. Carriers
Mobile carriers are not liable for delayed or undelivered messages. Delivery of texts depends on your carrier and coverage.
9. Changes and contact
We may change these SMS terms, and will post the new version on this page with its effective date. These terms are part of the TrueRoute Terms of Service. Questions: support@trueroute.health, or the contact form.
TrueEval Medical Group, PLLC, doing business as TrueRoute4030 Wake Forest Rd, Ste 349
Raleigh, NC 27609