Privacy Policy

1. Introduction

BioGen Restoration ("BioGen," "we," "us," or "our") respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, use our telehealth services, or otherwise interact with us.

BioGen Restoration is a hormone optimization and peptide therapy clinic operating via telemedicine across multiple licensed states. By using our services, you agree to the practices described in this policy.

2. Information We Collect

Information You Provide Directly

• Identity & Contact Information: Name, date of birth, email address, mailing address, phone number.
• Health Information: Medical history, current medications, symptoms, lab results, treatment preferences, and other health-related information you share with our providers.
• Payment Information: Billing address and payment card information (processed securely by our payment processors — see Section 6).
• Account Information: Username, password, and patient portal preferences.
• Communications: Records of your interactions with us, including consultation notes, support inquiries, and SMS/email correspondence.

Information Collected Automatically

• Device & Usage Data: IP address, browser type, device identifiers, pages visited, and time spent on our site.
• Cookies & Similar Technologies: We use cookies for site functionality, analytics, and to remember your preferences.

Information from Third Parties

• Lab Partners: Quest Diagnostics and other licensed laboratories provide your test results to us when you complete ordered lab work.
• Pharmacy Partners: Compounding and dispensing pharmacies share fulfillment and shipping information with us.

3. How We Use Your Information

We use your information to:

• Provide telemedicine consultations, evaluations, and ongoing care.
• Process prescriptions, coordinate with pharmacies, and arrange shipments.
• Communicate with you about appointments, refills, lab work, and treatment updates.
• Send prescription refill reminders via SMS and email (see Section 4).
• Process payments and manage memberships.
• Maintain accurate medical records as required by law.
• Improve our services and website experience.
• Comply with legal, regulatory, and licensing obligations.
• Detect and prevent fraud or unauthorized access.

4. SMS & Text Message Communications

What Messages You Will Receive

• Prescription refill reminders (typically 30 days before refill is due).
• Lab work and blood draw reminders.
• Order confirmation and shipping updates.
• Account and treatment-plan notifications from your provider.

Message Frequency & Costs

Message frequency varies based on your treatment plan and refill schedule, typically 2–6 messages per month per patient. Message and data rates may apply based on your wireless carrier plan. BioGen Restoration does not charge you for receiving SMS messages.

How to Opt Out

You may opt out of SMS messages at any time by replying STOP to any message you receive from us. After replying STOP, you will receive one final confirmation message and no further texts. You may resume messaging at any time by replying START. For help, reply HELP or contact us at info@biogenrestoration.com.

SMS Data Sharing

We do not share, sell, rent, or lease your mobile phone number, opt-in status, or SMS consent data to third parties or affiliates for marketing or promotional purposes. Your phone number and SMS consent are used solely to deliver the messages you opted in to receive. We share the information necessary to deliver SMS messages with our SMS service provider (Twilio) only as needed to operate the service.

5. How We Share Information

We share your information only as necessary to operate our services or as required by law. Specifically:

• Healthcare Providers: Our licensed clinicians, including hormone and peptide specialists, who provide your care.
• Pharmacies: Compounding and dispensing pharmacies that fulfill your prescriptions.
• Laboratories: Quest Diagnostics and other partners that perform ordered lab work.
• Service Providers: Vendors who help us operate our business — including our electronic health records platform (Charm EHR), supplement dispensary (Fullscript), payment processors (Stripe and Square), email service (Resend), and SMS service (Twilio). These vendors are contractually obligated to protect your information.
• Legal & Regulatory: When required to comply with law, court orders, subpoenas, or to respond to lawful requests from public authorities.
• Business Transfers: If BioGen is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction, subject to confidentiality obligations.

We do not sell your personal information.

6. Payment Information

Payment processing is handled by our PCI-DSS compliant payment processors:

• Stripe — for recurring membership dues and subscriptions.
• Square — for individual prescription purchases and one-time payments.

BioGen does not store your full payment card number on our systems. Payment processors handle card data directly under their own privacy and security policies. See Stripe's Privacy Policy and Square's Privacy Policy for details.

7. Protected Health Information

Health information you share with our licensed providers is treated with the confidentiality required by applicable medical privacy laws, including the Health Insurance Portability and Accountability Act (HIPAA) where applicable. Our providers maintain medical records in our HIPAA-compliant electronic health records system (Charm EHR).

Your health information is used solely for treatment, payment, and healthcare operations as defined by HIPAA, except where you have provided written authorization or where disclosure is required or permitted by law.

8. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect your information, including:

• Encryption of data in transit (TLS) and at rest where supported.
• Access controls limiting who can view your information.
• Secure authentication for patient portal access.
• Regular security reviews of our systems and vendors.

However, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security.

9. Data Retention

We retain your medical records for the period required by applicable state and federal law (typically 7–10 years from the last date of service for adults, longer for minors). Other information is retained as long as necessary to provide our services and to comply with legal obligations.

10. Your Rights and Choices

Depending on your state of residence, you may have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate information.
• Request deletion of your information (subject to legal record-retention requirements).
• Opt out of marketing communications.
• Request a copy of your medical records.
• Withdraw consent for SMS communications at any time (reply STOP).

To exercise these rights, contact us at info@biogenrestoration.com.

11. Children's Privacy

Our services are not directed to individuals under 18, and we do not knowingly collect personal information from anyone under 18. If you believe we have collected information from a minor, please contact us immediately.

12. Third-Party Services

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites. We encourage you to review their privacy policies before providing any information.

13. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last Updated" date at the top of this page reflects the most recent revision. Material changes will be communicated via email or a prominent notice on our website. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

14. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, contact us at: