Contact Information & Privacy Policies
Grievances and Complaint Process & SMS Terms & Condition
Grapevine Office:
2321 Mustang Drive
Suite 100
Grapevine, TX 76051
Intakes & Referrals:
Denise Young
phone: 817-533-0924
email: denise@vinewell.com
Office Information:
phone: 682-233-4325
fax: 469-910-0473
email: info@vinewell.com
website: www.vinewell.com
PATIENT'S RIGHTS & RECORDS
Notice Concerning Complaints & Access to Patient Records
The Vine Counseling & Wellness
At The Vine Counseling & Wellness, we are committed to protecting your privacy and ensuring you understand your rights regarding access to your health information. This notice is provided in accordance with Texas Health & Safety Code §181.105 and applicable federal privacy laws, including HIPAA.
Your Right to Access Your Health Records
You have the right to request access to your counseling or health care records maintained by this practice.
To request your records, please submit a written request that includes:
• Your full name
• Date of birth
• Dates of service requested (if applicable)
• The specific records you are requesting
• Your preferred method of delivery (secure portal, encrypted email, or mail)
For your protection, identity verification may be required before records are released.
Records will be provided within the timeframe required by Texas and federal law, typically within 15 business days of receiving a written request, unless additional time is permitted by law.
Reasonable copying, postage, or administrative fees may apply as permitted by Texas law.
Limitations on Access to Records
Certain information may be limited or withheld as permitted by law, including:
• Information that could reasonably cause harm to the patient or another person if disclosed
• Psychotherapy notes, which may be excluded under HIPAA
• Information restricted by court order or other legal protections
• Records requested without proper authorization or identity verification
If a request is denied in whole or in part, you will receive written notice explaining the reason for the denial and information regarding your right to file a complaint.
Complaints Regarding Records or Professional Conduct
If you believe your rights regarding access to your records have been violated, or if you have concerns regarding professional conduct, you may file a complaint with the appropriate regulatory agency.
Filing a complaint will not affect your ability to receive services.
Texas Behavioral Health Executive Council (BHEC)
Licensing & Professional Conduct Complaints
Phone: (512) 305-7700
Website: bhec.texas.gov
File a complaint:
bhec.texas.gov/file-a-complaint
U.S. Department of Health & Human Services
Office for Civil Rights (HIPAA Complaints)
Phone: 1-800-368-1019
Website: hhs.gov/ocr/complaints
Texas Health & Human Services Commission
Health Privacy Complaints
Phone: 1-800-252-8154
Website: hhs.texas.gov
Texas Department of Insurance
Insurance or Billing Complaints
Phone: 1-800-252-3439
Website: tdi.texas.gov
Contact Our Office
If you have questions regarding this notice or wish to request records, please contact:
The Vine Counseling & Wellness
Sharon Fulcher-Estes, LPC-S ACTP
We are committed to responding promptly and assisting you with any requests or concerns.
SMS Terms & Conditions
Privacy Policy
Privacy Policy & Terms and Conditions
Last Updated: 4/20/2026
Company Name: RIM Endeavors LLC d/b/a The Vine Counseling & Wellness
Website: www.vinewell.com
Contact Email: info@vinewell.com
Phone: 682-233-4325
Address: 2321 Mustang Drive, Suite 100, Grapevine, TX 76051
PRIVACY POLICY
- Purpose
This Privacy Policy explains how RIM Endeavors, LLC doing business as The Vine Counseling and Wellness (“Company,” “we,” “our,” or “us”) collects, uses, protects, and discloses information obtained through our website and services. We are committed to protecting your privacy and maintaining confidentiality in accordance with applicable federal and state laws, including healthcare privacy laws where applicable.
By using this website, you consent to the practices described below.
- Information We Collect
Personal Information
We may collect identifiable information including:
- Name
- Address
- Phone number
- Date of birth
- Insurance information (if applicable)
- Payment information
- Health-related information voluntarily submitted
Non-Personal Information
We automatically collect:
- IP address
- Browser/device type
- Website usage data
- Cookies and analytics data
- Protected Health Information (PHI)
If you are a patient or client, any health information you provide may be protected under applicable healthcare privacy laws. Such information will only be used and disclosed:
- For treatment, payment, or healthcare operations
- As required by law
- With your written authorization
- To prevent serious harm
- For public health or safety reporting (if legally required)
We maintain safeguards consistent with healthcare privacy standards to protect PHI.
- How We Use Your Information
We use collected information to:
- Provide services
- Schedule appointments
- Communicate with you
- Process payments
- Improve services and website functionality
- Meet legal and regulatory requirements
- Ensure patient safety and continuity of care
- Disclosure of Information
We do not sell or rent personal or health information.
We may disclose information to:
- Authorized healthcare providers involved in your care
- Insurance companies for billing
- Payment processors
- Technology vendors bound by confidentiality agreements
- Legal authorities when required by law
- SMS consent is not shared with third parties
- Cookies & Tracking
We may use cookies and analytics tools to enhance user experience and evaluate website performance. You may disable cookies through browser settings.
- Data Security
We implement administrative, technical, and physical safeguards designed to protect your information. However, no system is completely secure, and transmission of data is at your own risk.
- Data Retention
We retain information only as long as required:
- To fulfill services
- For legal and regulatory compliance
- For medical record retention laws
- Your Privacy Rights
Depending on jurisdiction, you may have rights to:
- Access your data
- Correct inaccuracies
- Request deletion
- Limit processing
- Receive data copies
- Withdraw consent
Submit requests to: info@vinewell.com
- Children’s Privacy
Our services are not intended for children under 13 without parental consent. We do not knowingly collect information from minors without authorization.
- Third-Party Links
Our website may contain links to third-party sites. We are not responsible for their privacy practices or policies.
- Policy Updates
We may update this Privacy Policy at any time. Changes become effective when posted.
TERMS & CONDITIONS
- Acceptance of Terms
By using this website, you agree to comply with these Terms and all applicable laws.
- Medical Disclaimer
Content provided on this website is for informational purposes only and does not constitute medical, mental health, or clinical advice. Use of this website does not create a provider-patient relationship.
If you are experiencing a medical or mental health emergency, call 911 or your local emergency number immediately.
- Telehealth Services Consent
If you participate in telehealth services through our platform:
You acknowledge that:
- Telehealth involves electronic communication.
- Risks include technical failures or unauthorized access.
- Confidentiality protections are in place but cannot be guaranteed.
- You may withdraw consent at any time.
- You may request in-person services where available.
By using telehealth, you provide informed consent for remote services.
- Appointment Scheduling & Communication
By submitting forms or scheduling appointments, you consent to being contacted via:
- Phone
- Secure messaging
- SMS reminders (if opted in)
How do you obtain consent to send text messages?
Mobile carriers require that businesses that send SMS messages obtain consent from message recipients.
As a part of the SimplePractice Client Portal and RingCentral VOIP features, clients complete an on-line demographic form including contact information where clients check a box to give consent to receive SMS Messages. Clients also sign an informed consent for electronic communication.
Mobile carriers require businesses to support opt-in, opt-out, and help keywords based on their use case. Businesses are required to honor all opt-out requests, and must allow opt-out via text messaging.
SMS Terms of Service
By opting into SMS from a web form or other medium, you are agreeing to receive SMS messages from THE VINE COUNSELING AND WELLNESS. This includes SMS messages for customer care, account notifications. Message frequency varies. Message and data rates may apply. See privacy policy at https://www.vinewell.com. Message HELP for help. Reply STOP to any message to opt out.
- Payment, Fees & Refund Policy
Payment is due at the time services are rendered unless other arrangements have been made in advance. Fees for services are subject to change with appropriate notice as required by law or professional standards.
Clients are responsible for providing accurate and current billing and insurance information and for payment of any charges not covered by insurance, including deductibles, copayments, and denied claims.
Refund Policy:
Information regarding refunds, including eligibility, limitations, and applicable circumstances, is outlined in detail within the client’s Informed Consent for Treatment document provided prior to the start of services. By engaging in services, you acknowledge receipt of this document and agree to the financial terms described therein.
Client acknowledges that refund policies are defined in this Informed Consent and not on the public website.
If you have questions regarding billing or refunds, please contact info@vinewell.com or 682-233-4325.
- Intellectual Property
All content on this website is owned by The Vine Counseling and Wellness and protected by copyright and intellectual property laws. You may not reproduce, distribute, or use materials without written permission.
- Prohibited Use
You agree not to:
- Violate laws
- Upload malicious code
- Attempt unauthorized access
- Impersonate others
- Interfere with site security
- Limitation of Liability
To the fullest extent permitted by law, The Vine Counseling and Wellness is not liable for damages resulting from:
- Website use or inability to use
- Technical failures
- Unauthorized access
- Third-party actions
- Indemnification
You agree to indemnify and hold harmless The Vine Counseling and Wellness, its staff, and affiliates from claims or damages resulting from your misuse of the website or violation of these Terms.
- Accessibility Statement
We strive to ensure our website is accessible to all users, including individuals with disabilities. If you encounter accessibility barriers, contact us at info@vinewell.com so we can provide assistance.
- Governing Law
These Terms are governed by the laws of the State of Texas, without regard to conflict-of-law principles.
- Termination of Access
We reserve the right to suspend or terminate website access at any time for violations of these Terms or for security reasons.
- Entire Agreement
These Terms and Privacy Policy constitute the entire agreement between you and The Vine Counseling & Wellness regarding website use.
Complaints & Grievance Policy
Complaints & Grievance Policy
- Commitment to Ethical Care
At The Vine Counseling and Wellness, we are committed to providing professional, ethical, and respectful services consistent with the standards of care required by Texas-licensed mental health professionals, including Licensed Professional Counselors (LPC), Licensed Marriage and Family Therapists (LMFT), and Licensed Clinical Social Workers (LCSW).
Clients have the right to raise concerns or file complaints without fear of retaliation.
- Internal Complaint Resolution Option
Clients are encouraged—but not required—to attempt resolution directly with the provider or practice before filing with a regulatory board.
Internal Complaint Contact
- Email: info@vinewell.com
- Phone: 682-233-4325
- Address: 2321 Mustang Drive, Suite 100, Grapevine, TX 765001
- Please include:
- Client name (optional if anonymous)
- Provider name (if applicable)
- Description of concern
- Relevant dates
- Requested resolution (if known)
Response Timeframe
- Acknowledgment within 5 business days
- Follow-up or resolution update within 15 business days when possible
- Right to File a Complaint with the State Licensing Authority
You are not required to use the internal process before contacting the state licensing authority.
Complaints about licensed mental health professionals may be filed with the:
Texas Behavioral Health Executive Council
Address:
1801 Congress Ave., Ste. 7.300
Austin, TX 78701
Phone: 1-800-821-3205 or (512) 305-7709
Website: https://bhec.texas.gov/discipline-and-complaints/
This agency regulates and investigates complaints regarding LPCs, LMFTs, and LCSWs in Texas.
- Filing Deadlines (Texas Regulatory Time Limits)
Under Texas law, complaints generally must be submitted within:
- 5 years after termination of services for most violations
- 7 years for complaints involving sexual misconduct
- OR 5 years after a minor turns 18, whichever is later
- Investigation Process
The licensing authority reviews complaints to determine:
- Whether jurisdiction applies
- Whether sufficient evidence exists
- Whether formal investigation is warranted
The regulatory body may request records, interview parties, and issue findings or disciplinary actions when appropriate.
- Non-Retaliation Policy
We strictly prohibit retaliation against any individual who:
- files a complaint
- reports a concern
- participates in an investigation
Filing a complaint will not affect your access to services or quality of care.
- Confidentiality
We make reasonable efforts to protect the privacy of individuals submitting complaints. However, information may be disclosed when necessary to:
- investigate allegations
- comply with legal requirements
- respond to regulatory inquiries
- protect client safety
- Alternative Reporting Options
Clients may also report concerns to:
- Insurance carriers
- Professional associations
- Accrediting organizations
- Law enforcement (if criminal conduct is suspected)
- Accessibility Assistance
If you need accommodations to submit a complaint (language assistance, disability support, or help completing forms), please contact our office and we will assist you.
- Client Acknowledgment
By receiving services, you acknowledge that you have been informed of your right to file a complaint with the appropriate regulatory authority and understand the procedures outlined above.
Complaints about licensed mental health professionals may be directed to the Texas Behavioral Health Executive Council using the contact information listed above.
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