Communications & Trust
Email & Communications Policy
Strict Zero-Spam Policy: Orva sends only transactional communications essential to patient health, medication safety, and user account security. We never send unsolicited marketing promotions, sell email lists, or distribute third-party advertisements.
1. Purpose & Scope
This document outlines the email delivery practices, recipient opt-in requirements, and deliverability safeguards implemented by Dhruvstack for the Orva application ecosystem.
2. Categories of Emails Sent
Orva sends only user-initiated, critical healthcare and account lifecycle communications:
| Email Category | Triggering Event | Frequency / Type |
|---|---|---|
| Authentication OTPs | User enters email to sign in or verify profile | Immediate (Single one-time numeric passcode) |
| Caregiver Invitations | User invites a family member into their Care Circle | Immediate (Single invite token link) |
| Missed-Dose Escalations | Patient fails to acknowledge critical medication after grace period | High-priority safety notification to designated family caregivers |
| Account Security Alerts | New device sign-in or password reset request | Security confirmation link (Immediate) |
3. Recipient Consent & Opt-In
We maintain strict consent and recipient verification standards:
- Explicit Direct Opt-In: Recipients must provide their email address directly within the Orva app or explicitly accept a Caregiver Circle invitation.
- No Purchased or Third-Party Lists: We strictly prohibit and never acquire, rent, or use third-party email lists.
- Verification Confirmation: Email addresses must be verified via a 6-digit confirmation code before receiving medication notifications.
4. Bounce & Suppression Management
To protect recipient inboxes and maintain high deliverability standards:
- Automated Suppression: Any email address resulting in a permanent delivery failure (hard bounce) is immediately placed on an automated suppression list to prevent further sending attempts.
- Feedback Loop Integration: Spam complaints automatically deactivate email relays for that address and are immediately reviewed by our engineering team.
- High Deliverability Targets: We monitor deliverability metrics continuously to ensure bounce rates remain below 1.5% and complaints below 0.05%.
5. Unsubscribe & Notification Management
Users maintain full control over their communication preferences:
- Caregiver notification preferences can be adjusted directly in the Orva mobile app (Profile → Notification Settings → Email Alerts).
- Caregiver alert emails include direct links to manage notification frequency or leave the Family Circle.
- Users may contact support@dhruvstack.com at any time to request immediate manual address suppression.
6. Email Authentication (SPF, DKIM & DMARC)
All outgoing emails from Orva are cryptographically authenticated:
- SPF (Sender Policy Framework): Authorizes legitimate sending servers for our domain
dhruvstack.com. - DKIM (DomainKeys Identified Mail): Uses 2048-bit cryptographic key signatures to prevent spoofing and ensure message integrity.
- DMARC: Enforces domain alignment policies to safeguard users against unauthorized impersonation.
7. Contact Us
For inquiries regarding our email practices or deliverability management:
- Organization: Dhruvstack / Orva Operations
- Domain:
dhruvstack.com/orva.dhruvstack.com - Support Email: support@dhruvstack.com