Medable Messaging Privacy Notice and Terms
Thank you for reviewing this Medable Messaging Privacy Notice and Terms (this “Notice”). Medable Inc. (“Medable,” “we” or “us”) provides various products and services that are used in clinical settings and to enable patient outreach and engagement. This Notice is intended to inform you of how we use your information in connection with the Medable Messaging Program (the “Program”) and of the terms that apply to your use of the Program.
- What Information We Collect
- Your mobile number and the consent you gave: the option or options you selected, the date and time, and where you enrolled (for example a congress form, a Medable field partner, a web form or a Medable product).
- The content of messages you send and receive through the Program, and delivery details (delivery and read receipts, carrier, whether your device supports RCS).
- For healthcare professionals: your professional role and affiliation, and the sponsor program or programs you enrolled in.
- Please do not send protected health information or study participant details by text or RCS. Support staff move such conversations to an authenticated channel.
- How We Use Your Information
We use the information we have collected from you to send the messages you opted in to, to respond to your requests and support questions, to honor STOP and HELP, to route your conversation to the right sponsor program or support team, to measure delivery, and to meet legal and regulatory obligations, including keeping a record of consent and handling adverse event reports and product complaints where the law requires it.
- How We Communicate with You
Depending on the options you select when you enroll, Medable may send you:
- Healthcare professional information messages: approved product and prescribing information, dosing guidance, formulary and prior-authorization support, sample requests, meeting scheduling with a field representative, medical affairs updates (congress data, publications, medical information responses) and clinical trial awareness, provided by life sciences sponsors and delivered by Medable.
- Healthcare professional promotional messages: promotional information and offers about sponsor products, delivered by Medable.
- Support messages: replies to your support requests and service messages about your use of Medable products.
Messages may include interactive cards and reply buttons. Replying or tapping a button continues a two-way conversation with Medable.
You will only receive a message type you have opted in to. Consent to receive messages is not a condition of purchasing any goods or services or of using any Medable product. Each message type has its own opt-in option.
- We May Disclose Your Personal Information to Certain Outside Parties
- Text messaging opt-in data is not shared. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties, excluding aggregators and providers of the text messaging services. Our messaging service providers are Twilio and, for RCS, Google.
- Sponsors. Sponsors whose content appears in the Program do not receive your mobile number or your opt-in record from us. A sponsor receives only aggregated engagement figures for its program, plus what you explicitly ask us to pass on, such as a sample request or a request to meet a representative. A medical information request or an adverse event report is forwarded to the sponsor when regulation requires it.
- Safeguarding Your Personal Information
We follow generally- accepted industry security standards to safeguard and help prevent unauthorized access and maintain data security of Personal Information. However, no commercial method of information transfer over the Internet or electronic data storage is known to be 100% secure. As a result, we cannot guarantee the absolute security of any Personal Information submitted to or otherwise collected during your use of the Program. Accordingly, you understand and agree that you transmit all data, including Personal Information, to us at your own risk.
- Retention of Your Personal Information
Consent records are retained for as long as you are enrolled and for five years after you opt out, so that consent can be demonstrated. Message content is retained for 24 months.
- Your Rights over Your Personal Information
Please reply STOP to any message to opt out. Reply HELP or contact support@medable.com for help or to exercise the privacy rights described in the Medable Privacy Policy at www.medable.com/legal/privacy-center.
- Messaging Services Terms & User Information
- Cost. Message and data rates may apply. Contact your wireless carrier for details about your plan.
- How to stop. Reply STOP to cancel. You can also use the unsubscribe or block controls in your messaging app. After you reply STOP you receive one confirmation message and no further messages from the Program. Reply START to resubscribe.
- How to get help. Reply HELP for help, email support@medable.com, or call +1 844 551 8273.
- Supported carriers. The Program is available on major US carriers. Carriers are not liable for delayed or undelivered messages.
- Changing your number. If you change or deactivate your mobile number, reply STOP from the old number or contact support@medable.com so we stop messaging it.
- Eligibility. You must be 18 or older and the account holder, or have the account holder's permission, for the mobile number you enroll.
- Service providers. We use Twilio to send and receive messages and Google's RCS Business Messaging to deliver RCS features. They process message data on our behalf under contract.
Questions? Comments?