Terms and Conditions

1. Nature of the Service

SaludyVos is a digital health platform that facilitates booking laboratory tests and selected health services through certified partner laboratories, healthcare professionals, and service providers.

SaludyVos coordinates appointment scheduling, collects payments for services, and facilitates communication between patients and partner providers.

SaludyVos does not provide medical diagnosis, treatment, or medical advice. All laboratory analyses, clinical interpretations, and medical decisions are performed by partner laboratories and licensed healthcare professionals.

2. Service Coverage

Home sample collection is available in selected coverage areas within the cities where SaludyVos operates.

Coverage, availability, and any additional fees may vary based on the patient's address, city, type of service requested, and partner availability.

If a booking is made outside the applicable service area, the appointment may be cancelled and refunded minus a processing fee. The processing fee depends on the total value of the booked services and the payment processing costs incurred.

3. Booking and Payment

All bookings made through SaludyVos require full payment at the time of booking, unless otherwise indicated.

A booking is considered confirmed only once payment has been successfully completed.

Once payment is received, SaludyVos coordinates the appointment with the applicable partner provider.

4. Cancellation Policy

After payment has been made, cancellations may be subject to a processing fee deduction.

The processing fee depends on the value of the booked services and the payment processing costs incurred.

To cancel a booking, patients must contact support@saludyvos.com.

5. Rescheduling Policy

Appointments may be rescheduled without additional charge if the request is made within the rescheduling window applicable to the selected service and city.

Requests made outside that window may incur additional charges, including a new home visit fee where applicable.

6. Missed Appointment

Patients must be present at the scheduled location during the agreed appointment window.

If the patient is not present when the healthcare professional or service provider arrives, the appointment will be considered a missed visit.

In such cases, the service may be rescheduled, a new home visit fee or service fee may apply, and if the patient chooses to cancel instead of rescheduling, a processing fee may be deducted from the refund.

7. Sample Collection Requirements

Patients must follow all preparation instructions provided for the selected tests or services.

If a sample cannot be collected due to patient-related reasons, including but not limited to incorrect preparation, failure to fast when required, or a patient condition preventing sample collection, the appointment may need to be rescheduled.

In such cases, a new home visit fee may apply, or the patient may cancel and reschedule within the applicable deadline to avoid additional charges.

8. Medical Orders

Certain laboratory tests or services listed on the SaludyVos platform may be booked without a medical order, depending on the city, the service requested, and the applicable legal or regulatory framework.

Patients may browse and book available services directly through the SaludyVos website, where permitted.

If a patient would like guidance on which tests or services may be appropriate, SaludyVos may help facilitate a doctor consultation at an additional cost when available. However, SaludyVos does not provide medical advice and does not guarantee that such consultation will be available in every city or in every case.

9. Laboratory Reports

Laboratory reports are issued directly by the partner laboratory.

Results are delivered to the patient through the laboratory's standard reporting process.

SaludyVos does not modify, interpret, or validate laboratory results.

The language of laboratory reports, including whether English-language reports are available, may vary depending on the city, laboratory, and service booked.

10. Teleconsultation Services

Some services or packages may include a teleconsultation with a doctor to review laboratory results or provide follow-up guidance. This teleconsultation benefit is available only for first-time customers and is not included for repeat customers.

Teleconsultation services may be available only in selected cities, for selected services, or in selected cases.

If a patient does not attend a scheduled teleconsultation, the consultation may be considered used and may not be eligible for rescheduling, depending on the applicable service conditions.

11. Refund Policy

Refunds without any processing fee deduction will be issued only if SaludyVos cancels the appointment, if the partner provider becomes unavailable, or if the service cannot be performed for operational reasons.

Refunds will be issued using the same payment method used during booking, in accordance with the policies and processing timelines of the payment provider.

12. Limitation of Liability

SaludyVos acts solely as a coordination platform between patients and partner providers.

All laboratory procedures, sample collection, testing, reporting, teleconsultations, and other healthcare services are performed by independent partner providers.

SaludyVos is not responsible for laboratory results, medical interpretations, clinical decisions made based on test results or consultations, or the outcomes of services provided by independent partner providers.

Patients should consult a licensed healthcare professional for medical advice.

13. Contact

For questions regarding bookings, cancellations, refunds, or service availability, please contact support@saludyvos.com.