Privacy Policy
Last updated March 12, 2026. This policy explains what SMSWell collects, why, who sees it, and the choices you have.
1. Who We Are
SMSWell makes patient texting software for outpatient clinics and private practices. Front-desk staff use it to text patients from the practice's own number, in one shared inbox, and to send appointment reminders from the practice's schedule.
In this policy, "SMSWell," "we," "us," and "our" mean the company that runs smswell.com and the SMSWell service. You can reach us at support@smswell.com.
2. What This Policy Covers
This policy covers the smswell.com website, the signup and contact forms on it, and the SMSWell service that practices use.
It does not cover the privacy practices of a clinic or practice that texts you. A practice that uses SMSWell has its own privacy notice, and you should read that notice for how the practice itself handles your information.
3. Practices, Patients, and Our Role
When a practice uses SMSWell, the practice decides which patients to text, what the messages say, and when reminders go out. The practice is responsible for that information.
We store and process patient information only on the practice's behalf, to run the service for that practice. We do not decide how it is used, we do not text patients for ourselves, and we do not use patient information to market anything.
4. Information You Give Us
When you sign up or write to us, you give us information such as your name, your practice name, your work email address, your role, the number of locations, and the plan you choose.
When you contact support, we keep what you write and our replies so we can help you and follow up.
5. Information Collected Automatically
Like most websites, our hosting provider records standard server logs when you visit: your IP address, browser type, operating system, the page you came from, and the pages you request, with the time of each request.
We use these logs to keep the website running, to find errors, and to protect it against abuse.
6. Information We Receive From Practices
To run the service, a practice gives us information about its patients and staff: patient first names and mobile numbers, the appointment lists it uploads or syncs from its scheduling system, staff names and work email addresses, and the locations on the account.
We receive this information from the practice, not from patients directly, and we hold it for the practice.
7. How We Use Information
We use information to provide and support the SMSWell service, to set up and manage accounts, to send reminders and messages that a practice schedules or writes, to bill for plans, to answer questions, to keep the service secure, and to meet our legal obligations.
We also use account information to improve the service, for example by looking at which features practices use. We do not use patient information for this.
8. Messages Sent Through SMSWell
We store the texts that a practice sends and receives through its inbox, with the time, the sender, and the delivery status of each one, so staff can see the full thread and the next shift can pick it up.
Messages are the practice's records. Our staff do not read them except when a practice asks for help with its account, to investigate a fault or abuse, or when the law requires it.
9. Patient Phone Numbers
We do not sell, rent, or share patient phone numbers with third parties or affiliates for their marketing or promotional purposes.
We share phone numbers and message content only with the carriers and messaging providers that deliver the texts, and only so the texts reach the patient.
10. The Contact History
For each patient number in a practice's account, SMSWell records every opt-in, STOP, and HELP with the date and time. The record belongs to the practice. Staff on the account can view it, and on the Group plan they can export it.
When a patient replies STOP, the practice's texts to that number end, and the reply is added to the record.
11. Health Information and BAAs
SMSWell offers a signed Business Associate Agreement (BAA) on the Practice and Group plans. Where a BAA is in place, we handle protected health information as that agreement and HIPAA require.
Default message templates leave clinical detail out of texts: a reminder carries a first name, a day and time, and the office name. We encourage every practice to keep diagnoses, results, and medications out of text messages.
12. Payment Information
Card payments are handled by our payment processor. We do not store full card numbers on our servers. We keep billing records, such as the plan, the amount, and the date of each charge, to run the account and meet accounting and tax rules.
13. Cookies and Browser Storage
The public website does not set advertising or tracking cookies. The pricing estimator saves the numbers you enter in your browser's local storage, so they are still there next time. That information stays on your device and is never sent to us.
When staff sign in to the SMSWell service, it may use cookies to keep them signed in and secure. You can clear cookies and local storage in your browser settings at any time.
14. Analytics and Advertising
We do not run third-party analytics, advertising networks, or social media pixels on smswell.com, and we do not build advertising profiles of visitors or patients.
15. Do Not Track
Because we do not track visitors across other websites, there is nothing for a browser's Do Not Track signal to switch off. We treat every visit the same way whether or not the signal is sent.
16. Email From Us
We send account email to staff, such as billing receipts and notices about the service. These are part of running the account.
If we ever send product news, every such email will have an unsubscribe link, and unsubscribing will not stop account email.
17. How We Share Information
We share information only with service providers that help us run SMSWell, such as our hosting provider, our payment processor, email delivery, and the carriers and messaging providers that deliver texts.
Each provider may use the information only to provide its service to us, and must keep it confidential and secure.
18. Legal Requests and Safety
We may disclose information when the law requires it, such as in response to a valid subpoena or court order, or when we believe in good faith that disclosure is needed to protect someone's safety, to stop fraud or abuse, or to protect our rights.
19. Business Transfers
If SMSWell is involved in a merger, acquisition, or sale of assets, information may pass to the new owner as part of that deal. The new owner must keep honoring this policy for the information it receives, and any BAA in place stays in force.
20. We Do Not Sell Personal Information
We do not sell personal information, and we do not share it for cross-context behavioral advertising. This applies to website visitors, practice staff, and patients alike.
21. Data Security
We protect information with administrative, technical, and physical safeguards, including encrypted connections and access limited to the staff who need it.
No system is perfectly secure. If we learn of a breach that affects a practice's information, we will tell that practice without undue delay and as the law and any BAA require.
22. Data Retention
We keep account and practice information for as long as the account is open. We keep billing records for as long as accounting and tax rules require, and server logs only as long as needed to run and protect the website.
23. When an Account Closes
Before an account closes, a practice can ask us for a copy of its messages and contact history. After it closes, we delete or de-identify the practice's information within a reasonable period, except for what the law or a BAA requires us to keep.
24. Your Choices and Rights
Depending on where you live, you may have the right to ask what information we hold about you, to correct it, to delete it, or to object to how we use it. To make a request, email support@smswell.com. We will not treat you differently for making one.
We may need to confirm who you are before we act on a request, and we will reply within the time the law allows.
25. Requests From Patients
If you are a patient and want to see, correct, or delete information that a practice holds through SMSWell, please contact that practice first. It controls that information, and we act on its instructions.
If you write to us instead, we will pass your request to the practice. To stop texts from a practice, reply STOP to any of its messages.
26. Children's Privacy
The SMSWell website and service are for practices and their staff, not for children. They are not directed to anyone under 18, and we do not knowingly collect information from children through the website. A practice that texts a minor patient, or the patient's parent or guardian, does so under its own policies.
27. Links to Other Websites
Our website may link to other websites, such as a practice's site or a resource in one of our guides. We do not control those sites, and this policy does not cover them. Read their privacy policies before you share information with them.
28. Where Information Is Processed
SMSWell is built for practices in the United States, and information may be stored and processed there. If you visit from another country, your information may be handled under United States law.
29. Changes to This Policy
We may change this policy as the service changes or the law requires. We will post the new version on this page with a new date, and if a change is significant we will also let account owners know by email.
30. Contact Us
If you have a question about this policy or how we handle information, or want to make a request, email us at support@smswell.com.