Text and Email Communication Privacy Policy
Last updated: May 17, 2026
Ascend Health and Wellness operates this website, including all related information, content, features, tools, services, in order to provide you, the customer, with a curated experience (the “Services”). This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.
Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.
Ascend Health and Wellness understands that we live our lives by email and text and that these might be the most convenient ways for us to communicate with you about our services, account updates, and scheduling your appointments. Ascend Health and Wellness also understands that the information you share with us is sensitive and we take the privacy and security of your personal health information very seriously. We want to strike the right balance for you.
Communication will always primarily be via your HIPAA compliant patient portal. We will send you emails and texts regarding your appointments, and accounting/billing updates if you OPT in via web form or text the office line “START” at 980-250-0738. Please note that sending this information over unencrypted email or text creates the potential for unauthorized parties to intercept your information. Similarly, if someone else has access to your email account, or phone, they may see this information. These kinds of unauthorized access can allow someone to know you are receiving health care services and, in extreme cases, with other information that may be available about you from other sources, leading to medical identity theft. We will only share your information if you give written or verbal consent to.
All PHI is limited to your HIPAA compliant Patient Portal. In addition, if you provide a google review, or testimonial, on the internet or another social media platform, you are providing your own consent for that information to be shared whatever it may entail. This practice will not violate any Privacy, Confidentiality, or HIPAA rights on behalf of the patient regardless of what you decide to share on your own accord.
SMS Terms of Service
By providing your personal information, from a web form or other medium, you are agreeing to receive SMS messages from Ascend Health and Wellness. You can also text START to opt in at any time. This includes SMS messages for account notifications related to payments, and scheduling changes or requests. SMS consent is not shared with third parties. Message frequency varies. Message and data rates may apply. See privacy policy at http://www.ascendhealthwellness.com/privacy-policy. Message HELP for help. Reply STOP to any message to opt out.
Personal Information We Collect or Process
When we use the term “personal information,” we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:
- Contact details including your name, address, billing address, shipping address, phone number, and email address.
- Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details. This information is stored only within our EHR database once you have registered.
- Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
- Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
- Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.
Personal Information Sources
We may collect personal information from the following sources:
- Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
- Automatically through the Services including from your device when you use our services or visit our websites, and through the use of cookies and similar technologies;
- From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
How We Use Your Personal Information
Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:
- Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to send notifications to you related to your account, to create, maintain and otherwise manage your account, to enable you to post reviews, and to create a customized experience for you, such as recommending services. This may include using your personal information to better tailor and improve the Services.
- Marketing and Advertising. We may use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail.
- Security and Fraud Prevention. We use your personal information to authenticate your account, to detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
- Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
- Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.
How We Disclose Personal Information
In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:
- With Active Campaign, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, medication fulfillment and shipping).
- With business and marketing partners to provide marketing services and advertise to you. For example, we use Active Campaign to support personalized advertising based on your current services and interests.
- In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.
- WE DO NOT SHARE OR SELL INFORMATION SMS OPT-IN, OR PHONE NUMBERS FOR THE PURPOSE OF SMS.
Security and Retention of Your Information
Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security.” In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.
How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.
Your Rights and Choices
Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.
- Right to Access / Know. You may have a right to request access to personal information that we hold about you.
- Right to Delete. You may have a right to request that we delete personal information we maintain about you.
- Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
- Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
- Right to Opt out of Sale or Sharing for Targeted Advertising. Depending on where you reside, you may have a right to opt out of the “sale” or “share” of your personal information or to opt out of the processing of your personal information for purposes considered to be “targeted advertising”, as defined in applicable privacy laws. You can exercise your rights to opt-out of those uses directly via SMS “Stop” at any time, or through email.
- Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.
We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.
Complaints
If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the “Last updated” date and provide notice as required by applicable law.
Contact
Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at info@ascendhealthwellness.com or contact us at 980-250-738, or 150 Fairview Road Ste 325 Mooresville, NC 28117, US For the purpose of applicable data protection laws, we are the data controller of your personal information.