Messaging Terms

Each household has one dedicated phone number. Text messages travel between two people through that number: the person the service supports, using their own mobile phone, and their named family caregiver, using the Stillwell caregiver dashboard.

Stillwell also sends the caregiver service notifications about their own household, and alerts when something on a call needs their attention. Only the primary caregiver on an account can send messages. A backup contact receives alerts and cannot send.

Messages are account notifications and family conversation for one household. They are never marketing. We do not sell, rent, or share mobile numbers or message content with third parties for their own marketing, and no message ever contains another household’s information.

Consent is recorded during caregiver onboarding, before a household is activated and before any message is sent. It is captured from both sides of the conversation, and it is recorded separately for each:

• The person the service supports consents to receiving text messages at their mobile number.
• The family caregiver consents as the account holder for the household, and confirms their authority to set the household up.

Consent is an affirmative, separate step. It is not bundled into acceptance of general terms, and no consent box is pre-selected. Each consent is stored with who gave it and when, and a caregiver can review what was recorded from their dashboard.

Message frequency varies by household. It depends on how often the family messages each other and how often a call needs a caregiver’s attention. There is no scheduled or bulk send. Message and data rates may apply.

Reply STOP to any message to stop receiving them. Capitalization does not matter, so stop works the same way. We also honor STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE, and OPTOUT.

Only a message that is the keyword on its own will stop messages. A sentence that happens to contain the word, such as asking someone to stop by on Sunday, is treated as an ordinary message and is delivered normally.

After an opt-out we stop sending to that number, and the caregiver’s dashboard shows that the conversation can no longer be sent to, rather than appearing to send and failing quietly. Reply START to receive messages again.

Reply HELP for help, or contact us at support@withstillwell.com.

Text messages are not a way to reach help, and they are not watched around the clock by a person.

Mobile carriers are not liable for delayed or undelivered messages.

Message content is household data and is handled under our Privacy Policy. Access is restricted to the household’s own caregivers, and reads of sensitive records are logged.