Terms of Service

Last updated: 22 September 2026

1. Provider

Services offered under the SANOW brand are managed by Sanitatum SL, Spanish tax ID B93643005, registered at Calle Paco Clavijo, 100, 23250 Santisteban del Puerto, Jaén, Spain. Contact: gestion@sanitatum.net and WhatsApp, messages only, +34 644 286 865.

2. Services

SANOW coordinates medical care by phone, video call or home visit, as well as second opinions and services for organizations. Availability depends on the type of care, location, time and available professionals.

SANOW is not an emergency service. In a life-threatening emergency, call 112 or 061.

3. Request and formation of the contract

1. The user sends a request through the portal, WhatsApp, email or another enabled channel.
2. SANOW checks availability and communicates the offered service, total price, estimated time or timeframe and payment instructions.
3. The initial request is not an appointment and creates no obligation to pay.
4. Unless cash payment is agreed for a home visit, the contract is confirmed when SANOW receives payment and communicates service activation.
5. The confirmation and these terms are supplied in a durable form, normally by email or messaging.

4. Price and payment

Published prices are those shown for each service or, where “from” is used, indicative prices subject to confirmation. Before payment, the total applicable amount will be communicated, including known supplements for area, travel, time or public holidays. No charges will be applied unless previously disclosed and accepted.

Payment may be made through providers enabled by SANOW. SANOW never requests full card details through WhatsApp. Cash payment may be expressly agreed for home visits.

5. Medical care

Care is provided by an authorized healthcare professional. The professional retains clinical autonomy and decides, according to good practice, whether the requested modality is suitable, whether an in-person assessment is needed or whether referral to another service is appropriate.

Advertising or general website information does not guarantee a diagnosis, treatment, prescription or outcome. Prescriptions, reports and tests are issued only when the professional considers them clinically appropriate.

6. User obligations

• Provide truthful, current and sufficient information to coordinate the service.
• Provide clinically relevant information to the professional during the consultation and follow safety advice.
• Be available at the confirmed number, link, address and time.
• Have an appropriate connection and device for online care.
• Where the patient is a child, act as legal representative or have sufficient authorization.
• Do not record or distribute the consultation without a legal basis and prior notice to those affected.

7. Changes, cancellations and refunds

• Before payment, a request may be withdrawn without charge.
• If SANOW cannot provide a paid service under the confirmed conditions, it will offer an acceptable alternative or issue a full refund.
• The user must communicate any cancellation as soon as possible through the stated contact channels.
• Any cancellation, travel-started, professional-reservation or no-show charge must have been expressly shown before payment. If the offer did not state it, it will not be applied later.
• Once clinical care has begun, the amount corresponding to the service actually provided is payable.
• Approved refunds are made to the original payment method unless otherwise agreed, without undue delay and normally within 14 calendar days.

8. Right of withdrawal

The general Spanish distance-contract regime in Title III of Book Two of the consolidated General Consumer and User Protection Act does not apply to health-related services provided by healthcare professionals to patients, pursuant to Article 93(b). Cancellations and refunds are governed by the preceding section and the specific conditions communicated before payment, without limiting any other statutory rights.

9. Incidents and complaints

To report an incident or complaint, email gestion@sanitatum.net, identifying the request reference and explaining what happened. SANOW will acknowledge receipt and respond as soon as possible. Users retain the right to contact the competent consumer or healthcare authorities.

10. Data protection

Personal-data processing is described in the Privacy Policy. Public forms must not be used to send medical records, photographs, tests or reports; an appropriate clinical channel will be provided when needed.

11. Governing law and jurisdiction

These terms are governed by Spanish law. Any dispute will be submitted to the courts with jurisdiction under applicable law, while respecting all mandatory consumer rights.