Texline

ACCEPTABLE USE POLICY

Texline Inc. | Version 1.0
Effective Date: August 29, 2026 | Review: Annually

1. PURPOSE AND APPLICATION

This Acceptable Use Policy (the "Policy") governs use of the Texline platform and related services (the "Service") provided by Texline Inc. ("Texline"). It is incorporated by reference into the Texline Terms of Service.

This Policy applies to the clinic, practice, or organization subscribing to the Service (the "Customer") and to every individual the Customer permits to access the Service, including employees, contractors, and agents ("Users"). The Customer is responsible for its Users' compliance with this Policy.

Capitalized terms not defined here have the meaning given in the Terms of Service.

2. GENERAL STANDARD

The Service is intended for administrative and operational communication between a healthcare practice and its patients. Customer must use the Service lawfully, in a manner consistent with professional obligations applicable to its practice, and in a manner that does not compromise the security, availability, or integrity of the Service for other customers.

3. PROHIBITED USES

Customer and its Users must not:

3.1 Unlawful and harmful use

  • Use the Service in violation of any applicable law, regulation, or professional or regulatory college requirement
  • Use the Service to harass, threaten, defame, or intimidate any person
  • Use the Service to transmit content that is fraudulent, deceptive, or misleading
  • Impersonate any person or misrepresent the identity of the sending practice

3.2 Communications and consent

  • Send communications to any person who has not provided the consent required by applicable law, or who has withdrawn that consent
  • Send unsolicited commercial or promotional messages in contravention of applicable anti-spam legislation
  • Continue sending messages to a recipient after they have opted out, other than a single confirmation of the opt-out
  • Use the Service for marketing, advertising, fundraising, or solicitation unrelated to the patient's care without appropriate consent
  • Use the Service to contact individuals who are not patients or authorized contacts of the Customer's practice

Detailed messaging requirements are set out in the Texline SMS and Communications Practices document.

3.3 Data and privacy

  • Upload or transmit personal information the Customer is not authorized to collect, use, or disclose
  • Include more personal health information in any message than is reasonably necessary for its purpose
  • Use personal information obtained through the Service for any purpose other than the Customer's own patient communication and practice administration
  • Attempt to access data belonging to another organization using the Service
  • Re-identify or attempt to re-identify any de-identified or aggregated data

3.4 Security and integrity

  • Probe, scan, or test the vulnerability of the Service or circumvent any authentication or access control
  • Reverse engineer, decompile, or disassemble the Service, except to the extent this restriction is unenforceable under applicable law
  • Share account credentials, or permit access by anyone other than a named authorized User
  • Introduce malware or any code intended to disrupt, damage, or gain unauthorized access to any system
  • Use automated means to access the Service other than through interfaces Texline provides for that purpose
  • Impose an unreasonable or disproportionate load on the Service, or interfere with its availability to others

3.5 Commercial restrictions

  • Resell, sublicense, rent, or provide the Service to any third party as a service bureau
  • Use the Service to build or assist in building a competing product
  • Use the Service to send messages on behalf of an organization other than the Customer's own practice

4. RESTRICTIONS SPECIFIC TO AI FEATURES

The Service uses automated transcription, intent detection, and classification. These features assist administrative workflows; they are not clinical tools. Customer and its Users must not:

  • Rely on any AI-generated output as the basis for a clinical decision, diagnosis, triage determination, or treatment recommendation
  • Deploy automated responses to patients without human review of the workflow that generates them
  • Represent to patients that an AI-generated communication was authored by a clinician
  • Use transcripts or classifications as a substitute for a clinical record, or as the sole record of a patient interaction
  • Configure the Service so that a message indicating urgency or distress is closed automatically without review by qualified staff

Emergency use is prohibited. The Service must not be used for medical emergencies or urgent care. Customer is responsible for configuring greetings and automated replies that direct patients to call 911 or attend the nearest emergency department in an emergency, and for ensuring the Service is not presented to patients as a channel for urgent clinical concerns.

5. CUSTOMER RESPONSIBILITIES

Customer must:

  • Maintain accurate records of authorized Users and remove access promptly when a User leaves or changes role
  • Require Users to keep credentials confidential and not share accounts
  • Ensure Users understand the limits described in Section 4 before using AI-assisted features
  • Notify Texline promptly on becoming aware of any unauthorized access, credential compromise, or violation of this Policy
  • Maintain the consents and authorizations required for its communications, and records demonstrating them

6. MONITORING AND ENFORCEMENT

6.1 What Texline monitors

Texline does not routinely review message content. Texline monitors operational and security signals — including authentication events, access to personal health information, error rates, message volume, and delivery and complaint metrics reported by telecommunications providers — for the purposes of operating and securing the Service.

Texline may access message content only where necessary to investigate a suspected violation of this Policy or a security incident, to respond to a Customer support request, or where required by law.

6.2 Response to violations

Where Texline becomes aware of a suspected violation, it will ordinarily contact the Customer and allow a reasonable opportunity to remedy the issue. Texline may suspend affected functionality, a User account, or the Customer's access without prior notice where continued use presents an immediate risk to the security of the Service, to other customers, to patients, or to Texline's standing with its telecommunications providers.

Texline will notify the Customer of any suspension as soon as reasonably practicable and will work with the Customer to restore service once the issue is resolved. Repeated or unremedied violations may result in termination in accordance with the Terms of Service.

Carrier filtering is a practical constraint, not only a legal one. Messaging that generates complaints or opt-outs at an elevated rate can cause telecommunications providers to filter or block traffic from the numbers involved — affecting other Texline customers as well as the Customer. Enforcement under this Section reflects that shared exposure.

7. REPORTING

To report a suspected violation of this Policy, a security vulnerability, or misuse of the Service, contact Texline at info@texline.ai. Texline will acknowledge reports promptly and investigate.

8. CHANGES TO THIS POLICY

Texline may update this Policy from time to time. Material changes will be communicated to Customers at least 30 days before taking effect, except where a change is required to address an immediate legal or security requirement.

9. CONTACT

Texline Inc.
Email: info@texline.ai
Address: Toronto, Ontario, Canada