Stem Cells Colombia uses SMS messages and phone calls responsibly to communicate with patients about appointments, treatments and health updates, in full compliance with Colombian law. This policy protects patient privacy and consent under Ley 1581 de 2012 and the regulations of the Superintendencia de Industria y Comercio (SIC).
Legal compliance
All SMS messages and phone calls follow Ley 1581 de 2012 on data protection, which requires explicit prior consent for any commercial or promotional use of a phone number. The consent checkbox must be selected before a phone number can be submitted.
Stem Cells Colombia respects the restrictions of Ley 2300 de 2023: no messages or calls on Sundays or public holidays, and none outside 7:00 a.m. to 7:00 p.m. on weekdays or 8:00 a.m. to 3:00 p.m. on Saturdays. Numbers registered in the Registro Nacional de Excluidos (RNE) of the CRC receive no commercial SMS or calls.
SMS consent is captured through the booking form at stemcellscolombia.com/book/, which has a clear, non-pre-ticked checkbox for SMS opt-in. The Privacy Policy and this SMS Policy state that mobile information and SMS consent data are never shared with third parties for marketing purposes. The opt-in includes instructions to reply STOP to cancel.
Consent capture details
- Every form includes a dedicated phone field where the patient enters their number voluntarily.
- A required checkbox with this exact text: “I accept receiving text messages and phone calls (Stem Cells Colombia). Does not apply to verification.”
- SMS confirmation: the patient replies “Y” to “Stem Cells Colombia: Reply Y to confirm consent for messages and calls. Business: Stem Cells Colombia.”
- No third-party sources: numbers are obtained only through direct forms, the “Y” confirmation or a web review. Data is never shared with or sold to third parties.
- Consent records include the date, IP address, method, exact checkbox text and proof of the “Y” reply, and are kept for at least 5 years for SIC audits.
Types of SMS sent
- Appointment reminders and rescheduling (for example: “Your stem cell session is tomorrow at 10am. Reply STOP to opt out.”).
- Treatment follow-ups, such as post-treatment care instructions.
- Important health updates about the patient’s protocol.
Promotional messages about new protocols require a separate opt-in. Phone calls are used for urgent confirmations, detailed consultations, or when an SMS is not enough, such as complex treatment scheduling.
Sharing your information
Mobile information will not be shared with third parties or affiliates for marketing or promotional purposes. All the categories above exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Consent process
Patients give explicit opt-in through website forms, intake paperwork or a double opt-in by SMS (for example: “Reply Y to receive clinic updates and calls from Stem Cells Colombia.”). Proof of consent is stored, including the date, method and IP address. The data of minors requires the consent of their legal representative, as health regulations require.
Opt-out and data management
Every SMS includes “Reply STOP to unsubscribe” or a link to the Privacy Policy. For calls, patients can opt out by replying, through a form or by direct request. Opt-outs are processed immediately, within 24 hours at most, and the number is added to the do-not-contact list. Databases are kept secure and up to date under Ley 1266 de 2008, with regular audits.
Message content rules
Messages are short (under 160 characters), personalized with the patient’s name, and free of sensitive health details to protect confidentiality. No spam: at most 1 to 2 relevant messages a week. Calls are brief, follow approved scripts and are logged for quality.
Staff guidelines
- Confirm the patient’s mobile number during consultations.
- Use only approved SMS templates, and follow the call scripts for phone contact.
- Log every message and call, with its response.
- Report any issue for internal review; violations lead to an internal review and, when needed, a report to the SIC.
Updates and enforcement
This policy is reviewed every year or whenever the law changes. Effective March 18, 2026. Staff violations may lead to disciplinary action, and patients can file a complaint with the SIC.