Communication Policy

Purpose and scope

This policy applies to communications sent or received by HRPharmacyUSA through our website, email, telephone, SMS, online forms, customer-support systems and other approved channels.

It covers order and delivery updates, pharmacy and prescription communications, customer service, account and security notices, recalls, complaints, feedback and optional marketing. It should be read together with our Privacy Policy and any terms applying to a particular service.

Communication channels we may use

Depending on the purpose and the contact details you provide, we may communicate by:

• email;
• SMS or another electronic messaging service;
• telephone call or voicemail;
• website, account or checkout notifications;
• postal mail where appropriate; and
• another channel you have requested or agreed to use.

We may choose a different channel when reasonably necessary for security, privacy, accessibility, delivery reliability, legal compliance or patient safety.

Transactional and service communications

We may send communications reasonably necessary to provide a requested service or manage our relationship with you. These may include order confirmations, payment notices, delivery updates, account security alerts, stock or fulfilment issues, customer-support replies, return updates and important changes affecting an active service.

These communications are not sent primarily for marketing. Opting out of promotional messages does not prevent us from sending essential service messages connected with your order, account, safety, prescription request or legal rights.

Pharmacy, medicine and health communications

Where relevant to a pharmacy service, we may contact you to verify information, clarify an order, request a prescription or supporting document, communicate a pharmacist decision, discuss a medicine-related concern, provide a safety notice or arrange appropriate follow-up.

We will seek to use only the information reasonably required for the communication. Because health information is sensitive, we may ask you to confirm your identity before discussing an order, medicine, prescription or health-related matter.

Marketing and promotional communications

We may send promotional email, SMS or other commercial electronic messages only where we have a lawful basis to do so, including the required consent. Marketing messages may include product news, offers, educational content, service announcements with a promotional component or invitations.

A purchase by itself does not always establish consent to receive unrelated marketing. We aim to keep records showing when, how and for what type of communication consent was provided.

Consent and communication preferences

Consent may be express, such as when you tick a clearly worded box, subscribe, tell us directly or otherwise take a deliberate action. In limited circumstances, consent may be inferred where permitted by law and reasonably expected from an established relationship.

You may ask us to change your marketing preferences or preferred communication channel. Some channel requests may not be available where another method is reasonably required to complete an order, verify identity, protect security, meet a legal obligation or address a safety concern.

Consent can be withdrawn. Withdrawal applies prospectively and does not make earlier lawful communications or processing invalid.

Unsubscribing and opting out

Marketing email and SMS communications will include a clear unsubscribe or opt-out method where required. You may also contact us using the details at the end of this policy.

We aim to action a valid electronic marketing opt-out within 5 working days. An unsubscribe facility included in a commercial electronic message should remain functional for at least 30 days after the message is sent.

We will not require you to pay a fee, create or log in to an account, or provide unnecessary additional personal information merely to unsubscribe from marketing.

Telephone and telemarketing communications

Service calls may be made where reasonably necessary to process an order, respond to an enquiry, verify details, address a payment or delivery issue, or manage a pharmacy or safety matter.

Telemarketing calls, where used, will be managed in accordance with applicable U.S. rules, including calling-time, identification, calling-line identification and call-termination requirements. We will end a marketing call when you ask us to do so.

We will take reasonable steps to respect valid do-not-call and internal suppression preferences, subject to lawful exceptions and communications that are not telemarketing.

Privacy, confidentiality and sensitive information

We handle personal information used in communications in accordance with applicable privacy requirements and our Privacy Policy. Health information and other sensitive information receive additional protection.

We will not intentionally include more personal or health information than reasonably necessary in an email, SMS, voicemail or postal communication. Where appropriate, we may provide a neutral message asking you to contact us rather than describing a sensitive matter in detail.

We may verify your identity before releasing personal information. Please do not send passwords, full payment-card details or unnecessary health information through an unsecured channel.

Email, SMS and online-message security

Electronic communications can be delayed, misdirected, intercepted, altered, filtered as spam or accessed by another person using your device or account. Email and ordinary SMS are not always secure or confidential.

Check the sender and destination carefully. We will not ask you by unsolicited email or SMS to provide your password, one-time security code or complete payment-card details. Do not open a link or attachment if you reasonably suspect that a message is fraudulent.

If you receive a suspicious message claiming to be from us, contact us using the details published on our website rather than replying to the suspicious message.

Response times and message monitoring

We aim to respond to general enquiries within 2 business days. This target may vary during public holidays, high-demand periods, system outages or where investigation, pharmacist review, supplier input, carrier information or identity verification is required.

Email, SMS, voicemail and website forms may not be monitored continuously. An automated receipt confirms that a message was submitted or received by a system; it does not mean that the matter has been reviewed, accepted, clinically assessed or resolved.

Keeping your contact details accurate

You are responsible for providing accurate, current and accessible contact details and for checking messages relevant to an active order or service. Please update us promptly if your email address, mobile number, delivery details or communication preference changes.

We are not responsible for a communication being missed solely because the details supplied were incorrect, inactive, inaccessible or not updated, although this does not exclude any responsibility that cannot lawfully be excluded.

Order and prescription communications

A message acknowledging an order, prescription upload, enquiry or payment does not necessarily mean that the order or medicine has been accepted, approved, dispensed or dispatched.

Pharmacy services may require review by an appropriately authorised professional, additional information, a valid prescription, stock confirmation, payment verification or another required step. We may contact you where information is incomplete or a requested product cannot be supplied.

Do not change, start or stop a medicine solely because of a general website, email or SMS message. Follow the directions of your treating health professional and the instructions supplied with your medicine.

Emergencies and urgent health concerns

Our website, email, SMS, voicemail and general customer-service channels are not emergency services and must not be relied on for urgent medical attention.

In the United States, call 911 immediately for an ambulance, police or fire service where the situation is serious or urgent. For non-emergency health advice, contact an appropriate health professional or recognised health advice service.

Respectful and accessible communication

We aim to communicate professionally, courteously and without discrimination. You may tell us about a reasonable accessibility or communication need, and we will consider available options.

We expect communications with our staff and service providers to remain respectful. We may end, limit or redirect communications that are abusive, threatening, discriminatory, sexually inappropriate, persistently repetitive or unrelated to a legitimate matter.

Limiting a particular channel does not prevent us from addressing a genuine complaint, safety issue or legal right through an appropriate alternative process.

Service providers, message records and quality assurance

We may use communication, hosting, customer-support, payment, delivery, security or professional service providers to send or manage communications on our behalf. We remain responsible for obligations that cannot be outsourced and require providers to handle information consistently with applicable agreements and law.

We may keep appropriate records of communications, consent, opt-outs, complaints and service actions for operational, safety, dispute-resolution, quality-assurance, fraud-prevention, training and legal purposes.

Telephone calls are not recorded unless permitted and appropriate notice is provided. Where recording is used, you may ask whether another reasonable communication method is available.

Changes to this Communication Policy

We may update this policy to reflect changes to our services, communication methods, pharmacy processes, providers, security practices or legal obligations. The latest version will be published on this page with an updated date.

A material change does not retrospectively create consent for marketing. Where further consent or notice is required, we will seek or provide it in an appropriate way.