sanoLiving Inc.’s sanoMidLife
Services Terms of Use

Last Updated: October 11, 2023

Introduction

Thank you for choosing sanoLiving Inc.’s sanoMidLife services for your virtual healthcare and wellness needs. Before using our digital environment, we encourage you to review these Terms of Use carefully. By accessing or using our services, you acknowledge your understanding and acceptance of these terms.

Important Note: Our services and digital environment are not intended for medical or mental health emergencies. If you are facing a medical or mental health emergency, please call 911 immediately or visit the nearest emergency department. Under no circumstances should you use the information provided on this Platform to self-treat.

1.1. Definitions

In this Agreement, we clarify the following terms for a better understanding:

“sanoLiving Inc.,” “sanoMidLife,” “we,” “us,” or “our” refers to sanoLiving and its sanoMidLife services, which encompass a virtual health and wellness platform, integrating artificial intelligence resources for enhanced health and wellness management.

“Platform” our digital space allowing eligible users (“Clients”) to access a variety of services. This includes but is not limited to, virtual medical consultations, alternative healthcare services (collectively “Telehealth services”), health advice, and access to comprehensive health and wellness resource library.

“Services” this encompasses two main offerings under sanoMidLife:

  1. Annual Plan: A 12-month comprehensive health package providing a range of services from health assessments to personalized care plans.
  2. Health Snapshot: A concise report detailing your current midlife health status, focusing on key indicators pertinent to midlife.

1.2. Modifications

  • Updates and Amendments: sanoLiving may update these Terms of Use at any time.
  • Effectiveness of Changes: Changes will be effective upon posting the updated Terms on our Platform.
  • Notification: sanoLiving will advise you of any updates or revisions via email.
  • User Responsibility: Regularly review these Terms to stay informed of any changes. Continued use of the Platform after updates implies acceptance of the revised Terms.

Our Platform offers a wide range of services to enhance your well-being:

Telehealth Services:

  • Virtual Healthcare: Access virtual consultations with healthcare professionals, including nurse practitioners, naturopathic doctors, and other allied health specialists.
  • Personalized Medical Care: Engage in detailed discussions about your medical history, symptoms, and receive personalized medical advice and treatments.
  • Comprehensive Assessments: Utilize various communication tools and assessments on the Platform to evaluate your health, symptoms, and medical conditions.
  • Prescriptions and Referrals: Obtain prescriptions, test orders, and referrals to other medical or healthcare professionals and organizations for further evaluation or treatment.

Each of these are strictly for the named Client. It is crucial to carefully read all medication and supplements product information and labels. If you have any questions about a prescription, medication, or supplement contact your Clinician or your pharmacist for guidance.

Coaching Services

  • Wellness and Lifestyle Support: Receive support for lifestyle modifications, exercise routines, daily habit changes, work-life balance, and more.
  • Personalized Recommendations: Our Coaches use clinical notes and communication tools on the Platform to provide informed and personalized support to help you achieve your wellness goals.

Tools and Resources

  • Self-Guided Resources: Access a wide range of self-help tools, including articles, videos, audio files, and interactive applications designed to inspire positive behavioral change.
  • Symptom Assessments: Utilize internet-based assessments to help identify and monitor the severity of midlife symptoms.
  • Peer Connect: Engage in a confidential community resource for peer support, sharing experiences and advice in a secure environment.

It is important to note that the information provided through our Platform is intended for informational and personal developmental purposes only. It should not be used as a substitute for medical diagnosis or treatment by a Clinician.

Appointments

  • Scheduling and Flexibility: Book appointments as per your convenience and maintain the freedom to modify or end your clinician relationship as needed.
  • Handling Schedule Changes: In case of unforeseen circumstances affecting scheduled appointments, we provide timely notifications and options for rescheduling or changing your Clinician.

Access

  • Eligibility and Registration: To use our Telehealth services, you must be a registered and paid Client, providing true, accurate, and complete information.
  • Geographical Limitations: Be aware of the geographical and regulatory constraints that may affect the availability of our services, especially in certain Canadian provinces and territories.

sanoLiving is committed to delivering exceptional Services focused on women’s health, menopause and wellness strategies. Our Quality Assurance Policy ensures that our Services are delivered with impartiality and inclusivity, adhering to the highest standards of care.

Each Clinician providing Client maintains valid license with their respective regulatory bodies and is required to uphold professional liability protection. This ensures that our Clients receive safe, responsible, and high-quality care.

We believe in fostering a relationship grounded in mutual respect, understanding, and patience between Clients and Clinicians. Aggressive language or actions are contrary to our values and will not be tolerated.

If experience dissatisfaction with our Services or have concerns about our Platform, we encourage you to reach out to us without delay. For immediate assistance please contact us through the Platform or at info@sanoliving.ai.

In cases where the therapeutic relationship between a Client and their Clinician becomes untenable, we offer the option to request a change of Clinician. This can be done directly via the Platform or by contacting inf@sanoliving.ai.

Should there be any instances of inappropriate behavior by a Clinician, please report this to our Operations team at larah@sanoliving.ai. Upon such reports, our team will initiate a Quality Assurance Process Review. This review is conducted confidentially, and with your consent, we may involve you for additional insights during or after the review process, always respecting your right to privacy.

Please note that while we strive to provide a conducive environment for effective appointments, Clients are responsible for their conduct during appointments. sanoLiving shall not be liable for any harm resulting from the actions of a Client or Clinician during an appointment, except as explicitly covered under applicable legal standards.

4.1. Eligibility

To access and utilize our Services, Clients must meet the following eligibility criteria:

  • Age: You must be at least 30 years old but not older the age of 85.
  • Sex and Health: The Services are tailored for individuals born with a female reproductive system. We are currently unable to provide services to those who are pregnant or breastfeeding.
  • Residency: You must be a resident of a jurisdiction where our Services are available, within Canada.
  • Legal Capacity: You must have the legal capacity to consent to these Terms of Use and enter into binding agreements.
  • Service History: You must not have been previously banned or restricted from using our Services.

4.2. Client Accounts

To access our Services, you are required to create a Client account. When creating or updating your account it is important you:

  • Provide Accurate Information: Ensure all account details are accurate, current and complete. This includes your contact information, health history, and any other relevant personal details.
  • Maintain Confidentiality: You are responsible for maintaining the confidentiality of your account credentials. This includes safeguarding your password and any access codes.
  • Report Unauthorized Use. Notify us immediately at info@sanoliving.ai if you suspect any unauthorized use of your account or a security breach.
  • Update Account Details: Regularly review and update your account information to ensure it remains accurate and current.

sanoLiving reserves the right to suspend or terminate accounts at our discretion if we suspect any violation of these Terms of Use, or if there is any fraudulent, abusive or inappropriate activity associated with an account.

sanoLiving is committed to protecting your privacy and safeguarding your personal information. Our Privacy Pledge outlines how we collect, use, disclose, and protect your data. By using our Platform, you acknowledge that you have reviewed and consented to the practices described in our Privacy Pledge.

At sanoLiving, we offer a range of Services that may require payment, including but not limited to Clinician appointments and specialized testing. Here’s what you need to know about our payment process and fee structure:

Insurance and Health Plans: When you provide us with details of your workplace insurance benefits or provincial health insurance, we prioritize billing through these channels first for eligible services. This helps in reducing your out-of-pocket expenses.

Credit Card Requirement: For seamless transactions, all Clients are required to keep a valid credit card on file with us. This ensures efficient processing of any fees or charges not covered by insurance.

Additional Testing Costs: In instances where tests are necessary beyond what is covered by your provincial health plan or workplace insurance benefits, you will be directly responsible for these additional costs. We ensure transparency in communicating these charges so you can make informed decisions.

Responsibility for Fees: As our valued Client, you agree to pay all applicable fees and charges for the Services you receive, as detailed on our Platform. Rest assured, all payments are processed securely through reputable payment providers.

Fee Adjustments: sanoLiving reserves the right to modify, introduce new, or change existing fees for our Services. We commit to providing timely notice of any such changes on our Platform, ensuring you are always informed.

Initial Coaching Appointment Fee Structure: After your initial meeting with a sanoMidLife coach, a $50.00 fee will be charged if you decide not to proceed with the first installment of the sanoMidLife program. Please note that this fee is not eligible for benefits coverage. However, if you choose to continue with the first installment of the sanoMidLife program, this fee will be waived.

Cancellation Policy: A cancellation fee of $50.00 applies for appointments cancelled or rescheduled with less than 24 hours’ notice.

Please be mindful of appointment times. sanoLiving reserves the right to cancel your appointment if:

  1. You are over 5 minutes late.
  2. Your environment compromises safety or privacy.
  3. You are unprepared or unable to proceed with the appointment.
  4. Your internet connection is unstable or insecure.

We understand that schedules can change, and we request that you notify us promptly of any necessary adjustments to your appointments to avoid these charges.

7.1. Code of Conduct

As a valued Client of our Platform, we expect you to adhere to the following code of conduct:

  • Legal Compliance: Use our Platform and Services in accordance with all applicable laws and regulations.
  • Respect and Courtesy: Always interact respectfully and courteously with our Clinicians, Coaches, and fellow Clients.
  • Prohibited Uses: Refrain from utilizing our Platform for any unlawful, harmful, or abusive purposes.
  • Non-Disruptive Behavior: Avoid any actions that could disrupt or interfere with the operation of our Platform.
  • Authentic Representation: Do not impersonate others or provide false information.
  • Privacy and Confidentiality: Respect the privacy of other Clients. Do not disclose any personal information without explicit consent.

Additionally, to ensure effective telehealth appointments:

  • Reliable Connectivity: Ensure you have a stable internet connection, a working camera, and a microphone.
  • Appropriate Environment: Maintain a quiet, private space free from distractions during appointments.
  • Clinician Discretion: Be aware that a Clinician may terminate the appointment if they feel uncomfortable or if the environment is not conducive to a productive session.

7.2 Content and Communications

In using our Platform for communication, please adhere to these guidelines:

  • Secure Computing: Use a secure, private computer for accessing virtual care services.
  • Privacy in Appointments: Conduct your virtual appointments in a private setting.
  • Consent for Recordings: Obtain consent before recording any part of your virtual appointments.
  • Accurate Information: Keep your contact details up-to-date on the Platform.
  • Sensitive Discussions: Exercise caution when discussing sensitive information electronically.
  • Monitoring Policy: Be aware that sanoLiving reserves the right to monitor communications for compliance with our policies.
  • Cybersecurity Vigilance: Stay alert to potential malware threats in electronic communications.
  • Disclosure of Health Information: Understand that personal health information may be disclosed as required by law.

For email communications:

  • Subject Line Clarity: Use clear subject lines and include essential details in your emails.
  • Message Review: Check your messages for clarity and accuracy before sending.
  • Email Security: Exercise caution with unencrypted email communication.
  • Email Deletion: Be aware that deleted emails may still persist in backup systems.
  • Receipt Confirmation: Confirm the receipt of important emails from Clinicians.
  • Confidentiality Measures: Protect confidentiality with secure passwords and screen savers.
  • Email Security: Be vigilant about the potential risks of email misdirection or interception.
  • Identity Verification: Always verify the identity of email senders and recipients.

Please note, sanoLiving reserves the right to take necessary action, including removing access, if these terms or our policies are violated.

At sanoLiving, our Service may include links to third-party websites and information as an additional resource for you. Please be aware of the following when accessing these external sites:

  • External Content: These third-party sites are not under the control of sanoLiving. We are not responsible for the content, accuracy, or reliability of any information, data, opinions, advice, or statements made on these sites.
  • Link Inclusion: The inclusion of third-party links on our Platform is for your convenience and does not imply our endorsement or recommendation of these sites, nor the products or services they offer.
  • User Discretion: Accessing any third-party website is at your own risk. We encourage you to be discerning and cautious when you leave our Platform and to read the privacy policies and terms of use of any other website you visit.
  • No Liability: sanoLiving is not liable for any harm, damages, or losses incurred as a result of using or relying on any third-party websites. This includes direct, indirect, incidental, or consequential damages that may arise from your use of these external links.

Remember, our provision of third-party links is meant to enhance your experience and provide additional information but should be navigated with your own discretion and understanding of the risks involved.

The content and materials on the sanoLiving Platform, including texts, graphics, logos, designs, and software, are protected under intellectual property laws. To respect our intellectual efforts:

  • Usage Restrictions: You are not permitted to copy, modify, distribute, or reproduce any content from our Platform without our explicit written permission.
  • Protection of Creativity: This policy protects the creativity and hard work that goes into developing our unique services and content.

sanoLiving reserves the right to terminate or suspend your access to our Platform and Services. This may happen:

  • With or Without Cause: We may end your access at any time, for any reason, and without prior notice.
  • Post-Termination: Upon termination, you must immediately cease using our Platform and Services. Certain provisions of these Terms of Use may still apply even after your access is terminated.

11.1. Disclaimers

  • As-Is Basis: Our Platform and Services are offered "as is" and "as available," without any guarantees.
  • No Warranties: We do not provide warranties of any kind, express or implied, regarding the suitability, reliability, or accuracy of our Platform for your individual needs.

11.2. Limitation of Liability

Extent of Liability: To the fullest extent permitted by law, sanoLiving and its affiliates are not liable for any direct, indirect, incidental, special, consequential, or punitive damages, including lost profits or revenues, arising from your use of our Platform or Services.

  • Dependence on Technology: Our Platform depends on internet connectivity and various technologies, which may sometimes lead to service disruptions.
  • No Liability for Disruptions: sanoLiving is not responsible for any disruptions, data loss, or delays due to technical issues beyond our control.

  • Jurisdiction: These Terms of Use are governed by the laws of Ontario.
  • Arbitration: Disputes will be resolved through arbitration in Toronto, following the Ontario Arbitration Act, 1991. The arbitrator’s decision will be final, binding, and non-appealable, except in cases of manifest error. Each party shall bear its own costs.

Acknowledgment and Agreement: By using our Platform and Services, you acknowledge that you have read, understood, and agreed to these Terms of Use, forming a legally binding agreement between you and sanoLiving.

Contact Information

For questions or concerns regarding our Terms of Use, please contact us at info@sanoliving.ai.

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