Terms of Use

1. Description of the service

Sanoria is management software for clinics and practices. The platform lets you organize schedules, units, rooms and teams, register patients, keep electronic health records, issue documents, track payments and payouts, send reminders and view indicators calculated from data entered by the clinic itself.

Sanoria is a support and organization tool of a purely administrative and managerial nature. There is no individualized analysis, curation, review or validation, human or automated, by Sanoria of Users’ data, records or decisions.

2. Sanoria does not provide healthcare

Sanoria, as a platform and technology company, does not provide health services, does not diagnose, prescribe, recommend treatment or triage, and does not offer medical, dental, psychological, nutritional, physiotherapy or any other health-profession opinion, recommendation or guidance. No content, template, pre-filled text, field, reminder, indicator, chart or feature of the platform should be read as clinical conduct, recommendation or health advice from Sanoria.

The clinical and document templates provided on the platform are only examples of text formatting and organization. They are not a protocol, guideline or standard of care, were not written for any specific patient or case, and must be reviewed, adapted or discarded by the professional, who is responsible for everything they record and issue.

3. Decisions, conduct and documents: sole responsibility of the professional and the clinic

Every clinical decision, diagnosis, prescription, conduct, treatment indication or contraindication, referral, discharge, scheduling or refusal of care is the sole responsibility of the professional who made it and of the clinic where they work, under their own professional, technical, ethical, civil and regulatory responsibility before the patient and the competent bodies, including the relevant professional boards and health authorities. Sanoria takes no part in those decisions, does not interfere with their merits and is not liable for them or their results.

The content of records, progress notes, prescriptions, certificates, reports, statements and other documents created, edited, signed or issued through Sanoria is authored by, and is the sole responsibility of, the signing professional and the clinic. Sanoria acts solely as software infrastructure that records, organizes, stores and displays that content, without verifying its accuracy, technical correctness, clinical adequacy or compliance with each profession’s rules.

Each professional and the clinic are solely responsible for keeping the registrations, licenses and professional enrollments the law requires to practice, for complying with ethical and confidentiality duties, for obtaining patient consent where required and for observing record-retention periods. Sanoria stores the board, registration number and other professional data provided by the User, without validating their authenticity with the issuing bodies, and is not responsible for their accuracy.

The legal value of electronically signed documents (for example prescriptions and certificates) depends on the rules that apply to each type of document and profession, including the type of digital certificate required. The clinic and the professional must check that the signature format used meets those rules. The verification code printed on documents only confirms that the document was issued on the platform, not that its content is correct. Prescriptions issued through the Memed integration follow Memed’s terms and operation and are not Sanoria’s responsibility.

3-A. We are not a health plan, clinic, hospital, pharmacy or intermediary of care

Sanoria is not a health plan operator, clinic, hospital, laboratory, pharmacy or health service, and does not mediate, guarantee, select or recommend professionals or clinics to patients. The care relationship is established solely between the patient and the clinic or professional, outside the platform. We also do not bill, authorize or dispute claims with insurers: the insurance and price records are only the clinic’s own organizational records.

4. Patient data

Patient data registered by the clinic belongs to the clinic, which is the controller of that data under Brazil’s General Data Protection Law (Law 13,709/2018 – LGPD). Sanoria processes it as a processor, on the clinic’s behalf and under its instructions, to make the platform work. Details are in the Privacy Policy.

The clinic and its professionals are responsible for having a legal basis to process this data, for informing patients, for obtaining the necessary consents, for handling data-subject requests and for deciding who on the team may access each piece of information. Sanoria is not liable for how Users use the patient data they can access.

Clinics in the United States: the HIPAA Business Associate Agreement (BAA), published at sanoria.care/baa and accepted when the clinic is created or its country is changed to the United States, also applies. For these clinics Sanoria acts as a business associate, and the BAA prevails over these Terms regarding Protected Health Information (PHI). WhatsApp is not available to them, and integrations receive no data that identifies patients.

5. Third-party integrations and services

Sanoria offers optional integrations with third-party services, including WhatsApp Business (Meta), Google Calendar, Memed, Stripe and Amazon Web Services. Those services are governed by their own terms and policies, which the User must accept and follow, and Sanoria does not control their availability, rules, prices, or approval of accounts or message templates.

For WhatsApp Business, the number, the business account and message billing belong to the clinic with Meta. Sanoria does not guarantee that a message will be delivered, read or answered, and is not liable for account blocks, restrictions or suspensions imposed by Meta. Automatic reminders and confirmations are only a convenience: the clinic must check its schedule and confirm anything important by other means.

6. Disclaimer and limitation of liability

Use of the platform is at the User’s sole risk. To the maximum extent permitted by applicable law, Sanoria, its partners, employees and service providers are not liable for: (i) any clinical decision, diagnosis, prescription, conduct or omission by professionals or clinics, or its results, including harm to patients’ health, integrity or life; (ii) the content, accuracy, completeness or adequacy of records, prescriptions, certificates and other documents, or of templates and pre-filled texts provided on the platform; (iii) professionals’ and clinics’ compliance with the rules of their professional boards, health surveillance and any other law applicable to healthcare; (iv) financial losses, lost profits, lost opportunity, claims, damages or lawsuits brought by patients or third parties against clinics or professionals; (v) messages, reminders or confirmations not sent, delayed or not delivered, and appointments missed or rescheduled as a result; (vi) temporary unavailability, failure, interruption or loss of service data, the clinic being responsible for keeping any copies and exports it needs; (vii) misuse of the account by third parties resulting from the User’s failure to protect their credentials; (viii) acts, omissions, guidance or conduct of professionals, clinics and other Users, who act at their own responsibility and not as agents, representatives or proxies of Sanoria; or (ix) indirect, incidental, consequential or punitive damages of any kind.

The User agrees to hold Sanoria harmless from claims, lawsuits, judgments and expenses (including attorney’s fees) brought by patients or third parties arising from acts, decisions, records or documents of professionals or of the clinic, and to reimburse Sanoria for any amount it is required to pay for that reason, to the extent permitted by law.

Nothing in these Terms excludes liability that cannot lawfully be limited or excluded, but, within the limits of the law, Sanoria’s total liability to the User, for any reason, is limited to the amount actually paid by the User to Sanoria in the 12 (twelve) months before the event giving rise to the claim.

7. Registration, account and User responsibilities

The User is responsible for providing true, complete and up-to-date information at registration and for keeping their password and other access credentials confidential; turning on two-step verification is recommended. Access is personal: do not share logins between professionals, because every visit and signature is recorded under the name of the person who made it. All activity on the account is the responsibility of the account holder.

Whoever creates the clinic is the Owner and is responsible for it: for the people invited, the roles and permissions assigned and how the team accounts are used. Users registered as professionals declare that they hold the registrations and licenses needed to practice and are fully responsible for the content they enter.

It is forbidden to use the platform for unlawful or fraudulent purposes, to send spam, to try to reach another clinic’s data, to overload or test the security of the service without authorization, or in a way that violates third-party rights or applicable law.

8. Paid plans, free trial, billing and cancellation

Every clinic starts with a 14 (fourteen) day free trial, no card required. Afterwards a plan (Individual, Clinic or Network) is needed to keep using the platform. Modules such as payouts, internal chat and WhatsApp belong to the Network plan and depend on it.

Billing is recurring (monthly or annual) and charged to a card through a third-party payment processor (Stripe), which receives card data directly and is subject to its own terms. The sale is made by Sanoria, which issues the tax document and carries out the refunds set out in the Refund Policy. The User may cancel the subscription at any time in the subscription portal, effective at the end of the period already paid. We may change prices and plans with prior notice, effective from the next renewal.

Right of withdrawal: the User may withdraw from the purchase within 7 (seven) calendar days of the clinic's first payment and receive a full refund of the amount paid, by asking through the subscription portal or by email at contato@sanoria.care. This right applies to every User, whether or not they qualify as a consumer, once per clinic, and does not apply to renewals, plan changes, or a new subscription taken out after a cancellation, which may be cancelled at any time for the end of the period already paid, without a refund. When the refund is issued, the subscription ends immediately, keeping any days left in the free trial.

9. Intellectual property

All software, brand, layout, design and other elements of Sanoria belong to Sanoria or its licensors, and reproduction, reverse engineering or unauthorized use is prohibited. Data entered by the clinic (patients, records, documents, schedule) remains the clinic’s own, and Sanoria receives only the license needed to store and process it to provide the service.

10. Personal data protection (LGPD)

Sanoria processes personal data in compliance with Brazil’s General Data Protection Law (Law 13,709/2018 – LGPD) and other applicable privacy laws, and only to make the platform work, to communicate with the User, to keep the service secure and to meet legal obligations. We do not sell personal data or use it for advertising.

Roles: for patient and medical record data, the clinic is the controller and Sanoria is the processor, processing the data only on the clinic’s behalf and under its instructions. For the data of platform Users (owner, professionals and staff) and of the subscription, Sanoria is the controller. Health data is sensitive personal data, and the clinic is responsible for defining the legal basis for processing it.

Data-subject rights: data subjects may request confirmation of processing, access, correction, anonymization, portability, information on sharing and deletion, under art. 18 of the LGPD. Patients should send the request to the clinic that treats them, and we help the clinic answer it; other Users may write to privacidade@sanoria.care, our channel for personal-data requests. In the event of a security incident that may cause significant risk or harm, we will notify those affected and the Brazilian National Data Protection Authority (ANPD) as the law requires.

The Privacy Policy, which is part of these Terms, describes what data we process, for what purposes and legal bases, who we share it with (including providers abroad, with the safeguards the LGPD requires) and how long we keep it.

11. Information security

We adopt technical and administrative measures to protect data against unauthorized access, loss and alteration. Among them: (i) all communication with the platform is encrypted in transit (HTTPS); (ii) personal identification documents (tax ID, company ID and passport numbers) of patients, guardians, professionals, units and clinics are stored ENCRYPTED in the database (AES-256-GCM), with a dedicated, separate key, and never in readable text; (iii) passwords are kept only as an irreversible hash, and two-step verification secrets and integration tokens (WhatsApp and Google Calendar) are also encrypted; (iv) the database uses encryption at rest and automatic backups; (v) each clinic can only access its own data, with role-based access control, optional two-step verification and a record of sensitive actions.

No measure removes risk completely. Security also depends on the User: keeping the password secret, turning on two-step verification, not sharing logins, granting access only to those who need it and promptly removing people who leave the team. Sanoria is not liable for incidents resulting from leaked credentials, compromised devices or misuse by people to whom the clinic itself gave access.

12. Availability, backups and return of data

We work to keep the service available and take backups, but we do not guarantee uninterrupted operation or the absence of faults. Scheduled maintenance may occur and we will give notice when possible.

If the subscription is cancelled or stops being paid, data remains available for a period for export; after that it is deleted or anonymized, except what the law requires us to keep. Medical records have minimum retention periods set by law and professional boards: the clinic must export them before closing and meet that period by its own means.

13. Suspension and termination

Sanoria may suspend or terminate the User’s access at any time in case of violation of these Terms, misuse of the platform, risk to the security of the service or of other clinics, non-payment or legal order. The User may close their account at any time on request.

14. Changes to these Terms

Sanoria may change these Terms from time to time to reflect changes in the service or applicable law. Material changes will be emailed to each User’s registered address at least 15 (fifteen) days before they take effect, stating what changed, and the new version will be available on this page with its update date. Anyone who does not agree may cancel the subscription before that date at no additional cost; continued use of the platform after the changes take effect means acceptance of the new Terms. Changes required by law or by an authority may take effect sooner when so required.

15. Governing law and venue

These Terms are governed by the laws of the Federative Republic of Brazil. Where the User is a consumer, the courts of their home apply; otherwise the courts of the district of Curitiba, State of Paraná, Brazil (Sanoria’s headquarters) are chosen, waiving any other, however privileged.

16. Contact

Questions about these Terms can be sent to contato@sanoria.care.