SMS Marketing & Consent Policy

1. Purpose and scope

This SMS Marketing & Consent Policy ("Policy") explains which text messages DocGini sends, why, how you give and withdraw consent, and how we protect your number. It covers SMS and, where used, other mobile messaging such as WhatsApp, and forms part of our Terms of Service.

2. Email first, SMS only when needed

SMS is a paid channel, so we use it sparingly. Booking confirmations, reminders, cancellations and most account messages are sent by email and shown in your DocGini notifications. We send an SMS only when it is the right tool, for example when an account has no email address, or to verify a doctor's mobile number.

3. Service messages

Service (transactional) messages are needed to run your account and bookings. They include:

• one-time verification codes for sign-up, sign-in and password reset;
• verification of a doctor's or provider's mobile number;
• booking, cancellation, reschedule and queue updates, where sent by SMS;
• security alerts about your account.

By giving us your mobile number and using DocGini, you agree to receive these. They never contain advertising. Because they are essential, you cannot opt out of them while keeping the related feature, but you can close your account at any time.

4. Promotional messages

Promotional messages tell you about new features, services, health campaigns or offers from DocGini. We send them only if you have opted in, and:

• consent is never a condition of using DocGini, booking care or receiving service messages;
• consent is given actively, for example by ticking an unticked box or replying to a request, and never assumed from a pre-ticked box;
• we record when and how you consented;
• every promotional message names DocGini as the sender and tells you how to stop further messages;
• we send them only between 9:00 AM and 8:00 PM Pakistan time, and not more than 4 per month;
• we do not send promotional messages about a Provider or a treatment on the basis of your health records.

5. Withdrawing consent

You can stop promotional messages at any time, free of charge, by:

• replying STOP to a promotional message, where the message says so; or
• writing to support@docgini.com.

We act on an opt-out within 48 hours. Withdrawing consent does not affect service messages or your use of DocGini.

6. Limits that protect you

• Each mobile number receives a limited number of SMS per day, and DocGini as a whole has a daily limit, to stop misuse such as someone repeatedly requesting codes for your number.
• Message content is not stored in our message logs, because verification messages contain one-time codes. We keep only the time, purpose and delivery status of each message.
• We never ask for your password, full card number or one-time code by SMS or phone. Never share a DocGini code with anyone, including someone claiming to be from DocGini.

7. Who sends the messages

Messages are delivered through licensed SMS gateway providers in Pakistan, who process your number only to deliver our messages and under confidentiality obligations, in line with our Vendor & Third-Party Risk Management Policy. We do not sell or rent your number, and we do not let Providers or third parties message you through DocGini for marketing.

8. Keeping your number correct

Keep your mobile number up to date in your profile. If you change your number, update it promptly so messages about your care, and your verification codes, do not go to someone else. If you receive DocGini messages meant for another person, please tell us.

9. Complaints

If you receive messages you did not agree to, or cannot stop them, contact support@docgini.com. We will investigate under our Patient Grievance and Complaints Policy. You may also complain to the Pakistan Telecommunication Authority about unwanted messages.

10. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified at least seven (7) days before they take effect, in the same way as changes to the Terms of Service. A change never turns an existing opt-out into consent.

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