SMS Messaging Consent & Terms

Last Updated: October 22, 2026 | Effective Date: May 3, 2026

0. Two Separate SMS Channels

1. Platform → Account Holder SMS (A-Caliber Inc.)

The toll-free number +1 (833) 819-3733 is registered to A-Caliber Inc. (an Ontario corporation operating as “Clinic OS Pro”, BIN 1001580753) and is used only for direct platform communications with people who hold or are exploring a Clinic OS Pro account. It does not send marketing broadcasts and does not send messages on behalf of clinics to their patients.

1.1 How account holders opt in

We will only send platform SMS to a phone number if the recipient explicitly opted in through one of these flows:

• Implementation Call booking at clinicospro.com/book — phone field is optional, and a separate unchecked-by-default checkbox captures explicit consent for a 1-hour reminder SMS. Booking is confirmed via email regardless of the checkbox state.
• Direct two-party reply — if you text our toll-free number first, we may reply on the same thread. Reply STOP to end further messages.

Each booking-form consent event is logged with timestamp and IP address. Consent is not a condition of receiving any service. You can book a call without phone or SMS, create a Clinic OS Pro account, and use every platform feature without opting in to SMS. Two-factor authentication on the platform uses a TOTP / authenticator app — no SMS code is involved.

1.2 Sample message

1.3 STOP and HELP

Reply STOP (or STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT) to immediately stop all platform SMS to your number. Reply HELP or INFO for our standard help response.

For full platform SMS terms, see the public-facing page at clinicospro.com/sms-terms.

2. Clinic → Patient SMS (per-clinic)

Clinic OS Pro does not contact patients directly. Instead, individual physical therapy clinics (our clinic customers) send SMS messages to their own patients using the Clinic OS Pro platform as a technical tool. Each clinic is responsible for collecting patient consent before any SMS message is sent.

2.1 When and how patients opt in

Patients opt in to receive SMS messages from a clinic through one of five paths. Each path is recorded in the patient’s database record with a timestamp, consent method, and a snapshot of the exact consent language they agreed to at the time. Once recorded, these consent fields are protected at the database layer from accidental clearing.

1. Web intake (WEB_INTAKE) — patient completes the clinic’s public intake form at app.clinicospro.com/c/<clinic-slug>/intake, ticks an unchecked-by-default SMS consent checkbox, and submits. The patient’s IP address is also logged for audit. This is the strongest form of consent and is the URL submitted to mobile carriers during 10DLC campaign registration.
2. Bulk import attestation (BULK_IMPORT_TPO) — when a clinic imports an existing patient list from their EMR, the clinic owner ticks an attestation that all imported patients are existing patients who provided their phone numbers for healthcare-related communications. This relies on the TCPA Treatment, Payment, and Operations (TPO) exception. The clinic owner is recorded as the attester for legal traceability.
3. Manual front-desk entry (MANUAL_FRONT_DESK) — when clinic staff add a new patient one-by-one in the system (e.g., walk-in), they confirm consent has been obtained (paper form, signed tablet form, or verbal). The staff member is recorded as the attester.
4. Phone-collected (PHONE_VERBAL) — an existing patient calls the clinic and verbally agrees to SMS communications during the call. Front-desk staff record the consent in the patient’s record with their own user ID as the attester.
5. Legacy seed (LEGACY_SEED) — patients already in a clinic’s database before the consent infrastructure went live (May 3, 2026) are flagged with this method during a one-time backfill. Clinics are encouraged to re-collect explicit consent at the next patient touchpoint.

2.2 Canonical consent language

The exact consent paragraph displayed on the public web intake page (path 1 above) is:

“By providing your phone number and checking this box, you agree to receive text messages from [Clinic Name], including appointment reminders, treatment-related updates, and recall and reactivation messages. Message frequency varies. Message and data rates may apply. Reply STOP to opt out, HELP for help. Consent is not a condition of treatment or any service. We will not share your mobile information with third parties for promotional or marketing purposes.”

The bulk-import attestation (path 2) uses an equivalent paragraph confirming TPO consent. The exact language presented to or attested by the patient or clinic owner is captured in the database at the moment of consent and never modified afterwards.

2.3 Technical enforcement of consent

At the platform layer, the Clinic OS Pro messaging engine refuses to send any automated flow, campaign or reminder SMS to a patient whose consent record (smsConsentAt) is null. This applies whether the consent was never collected, never recorded, or was withdrawn (Reply STOP). For transactional reminders, if no SMS consent is on file but the patient has an email address, the system silently falls back to email. Marketing and reactivation texts follow the same rule: no SMS is sent without a consent record on file, and a patient without one gets the message by email when they have an address. This check runs on every one of those sends and is logged. Texts that answer a patient's own contact (a reply to their text, a missed-call text-back to someone who just called, a thank-you to a rating) and a waitlist offer a staff member approves are sent in response to the patient; they honor STOP and do-not-contact.

2.4 What Messages Patients Receive

Once a patient has opted in, they may receive the following types of SMS messages from their physical therapy clinic:

2.4.1 Appointment reminders (transactional)

• Reminders sent 1-3 days before a scheduled visit
• Day-of-appointment reminders (morning of)
• Confirmation requests (“Reply CONFIRM to confirm”)

2.4.2 Missed-visit follow-ups (transactional care)

• Reminders within an hour after a missed appointment
• Rescheduling prompts

2.4.3 Plan-of-care reminders (transactional care)

• Check-ins when patients fall behind on their treatment schedule
• Booking nudges when treatment gaps exceed clinical recommendations

2.4.4 Wellness and reactivation (outreach)

• Seasonal check-ins for past patients (up to 4 per year)
• Reminders about wellness visits or end-of-year benefits

2.4.5 New patient welcome

• Welcome messages after a first evaluation
• Consistency reminders for new patients starting treatment

2.5 Sample patient messages

Patients can expect messages that look like the following examples:

2.6 Patient message frequency

Message volume varies by clinic policy and patient engagement, but generally falls within these limits:

• Active patients: Up to 3 SMS per week (appointment reminders + care flow messages)
• Missed-visit follow-up: Up to 4 SMS total over 5 days after a missed appointment
• Lapsed patient reactivation: Up to 2 SMS per quarter (seasonal outreach)

Patients always have the ability to opt out immediately by replying STOP.

2.7 Patient opt-out (STOP)

Patients can opt out of SMS messages at any time by replying with any of the following keywords:

• STOP
• STOPALL
• UNSUBSCRIBE
• CANCEL
• END
• QUIT

Once any of these keywords is received, the patient is immediately flagged as opted-out in the clinic’s Clinic OS Pro account, and no further SMS messages will be sent to that phone number. Opt-out is processed in real time.

Patients can also contact their clinic directly to request removal from SMS communication.

2.8 Patient HELP keyword

Patients can reply HELP or INFO to receive a response with the clinic’s contact information, business hours, and opt-out instructions.

For questions about SMS messaging on the Clinic OS Pro platform, patients or clinics can contact us at:

• Email: support@clinicospro.com
• Website: clinicospro.com

3. Message and Data Rates (both channels)

Message and data rates may apply. SMS messages are transmitted over standard carrier networks (AT&T, T-Mobile, Verizon, Rogers, Bell, Telus, etc.). Patients are responsible for any charges their wireless carrier may apply to incoming or outgoing text messages.

Clinic OS Pro and participating clinics do not charge patients for receiving SMS messages.

4. Carriers and Supported Numbers

SMS messaging is available to patients using mobile numbers on major North American carriers in the United States and Canada. Some pre-paid plans, VoIP numbers, or landlines may not support text messaging.

5. Privacy of SMS Messages

Please see our Privacy Policy for full details about how we handle patient data transmitted through SMS. Key points:

• SMS message content is transmitted through our messaging provider (AWS Simple Notification Service or Telnyx, a third-party SMS gateway). These providers process messages under industry-standard security practices.
• Message content is stored in Clinic OS Pro’s audit logs for delivery tracking, compliance, and patient safety purposes.
• SMS is not end-to-end encrypted. Clinics should avoid sending sensitive clinical or financial details via SMS and should use secure portals for detailed communication.
• Patient phone numbers, consent status, and message history are never sold, rented, or shared with third-party marketers.

6. HIPAA Considerations (patient channel only)

Clinic OS Pro is designed as a HIPAA-aware platform for healthcare providers. Clinics (covered entities) are responsible for obtaining appropriate patient authorization before sending any protected health information (PHI) via SMS.

By default, Clinic OS Pro SMS templates avoid clinical details and financial amounts. Messages typically contain only the patient’s first name, clinic name, and general appointment context. Clinics may choose to add additional details, in which case they must ensure patient consent covers those disclosures.

7. Changes to This Consent Page

We may update this page from time to time to reflect changes in law, carrier requirements (e.g., A2P 10DLC rules), or our messaging practices. Material changes will be announced on this page with an updated “Last Updated” date. By continuing to receive SMS messages after an update, patients confirm ongoing consent.

8. Questions or Complaints

If you believe you have received an SMS message in violation of these terms or without proper consent, please contact us immediately:

• Email: support@clinicospro.com
• Or contact the clinic that sent the message directly (clinic contact info is provided in every SMS message).

For broader privacy concerns, see our Privacy Policy.