Client Policies

Every visit means a licensed nurse’s time, travel, and clinical prep — so here’s how we handle changes, and what we ask of you in return.

1.1 Cancellation Policy

Cancel or move your appointment free of charge any time up to 2 hours before your scheduled visit — no questions asked.

Cancellations made inside that 2-hour window, and no-shows, carry a $60 late-cancellation fee, charged automatically to the card on file.

This isn’t a penalty for the sake of it: once your nurse is prepped, en route, or has turned away other bookings to hold your slot, that time can’t be recovered.

Dealing with a genuine emergency? Reach out to our care team. We review these case by case and will do our best to work with you, though waivers of the fee are at Sano’s discretion and aren’t guaranteed. (This mirrors Section 4 of our Terms of Service, which governs if the two ever read differently.)

1.2 Late Arrival Policy

We build a little flexibility into every visit — here’s how it works both ways.

If you’re running behind: your nurse will wait up to 15 minutes past the scheduled arrival time. If we haven’t been able to reach you or begin the visit after 15 minutes, it’s treated as a late cancellation and the $60 fee applies.

Running late but reachable? Message us — we’ll always try to accommodate, though extra time isn’t guaranteed if it affects the next client’s visit.

If your nurse is running late: we’ll notify you as soon as we know, with the option to hold your original time or reschedule at no cost to you.

1.3 Rescheduling Policy

Move your appointment to a new time, free, any time up to 2 hours before your visit — through our patient portal, powered by Decoda, or by contacting our care team.

Reschedule requests inside the 2-hour window are treated the same as a cancellation and the $60 fee applies, except in genuine emergencies (reviewed case by case).

There’s no limit on how many times you can reschedule outside the window.

Payment is processed securely through our booking platform, powered by Decoda, and is collected at the time of your visit — either in person by your nurse at the end of your appointment, or charged to the card you have saved on file. A card on file is required in order to book.

2.1 Refunds

Once a treatment has been fully administered, it’s final — we’re not able to offer a refund on services already rendered.

If your nurse fails to arrive at your appointment and doesn’t reach you to reschedule, or if your service is cancelled before it begins for any reason other than a contraindication found during your pre-service check, you’ll receive a full refund of any amount paid.

If a service has to stop after it’s already begun because of a clinical contraindication — such as vitals that don’t support moving forward, or a syncope episode — a $35 visit fee applies to cover your nurse’s time and clinical assessment, with no additional charge beyond that.

If you choose to stop a service after it’s begun for reasons unrelated to your clinical safety, the portion already administered isn’t refundable.

If you cancel or reschedule outside the 2-hour window and have already paid in advance, you’ll receive a full refund to your original payment method (minus any applicable fee if the cancellation falls inside the window).

Outside of those situations — service issues or extenuating circumstances — refund requests are reviewed case by case by Sano leadership. Reach out to sanoappointments@sanoprotocol.com and we’ll take a close look. Requests must be submitted within 7 days of the visit in question, consistent with Section 4 of our Terms of Service.

This refund and cancellation policy is disclosed to clients prior to booking, consistent with Florida consumer-protection disclosure principles under the Florida Deceptive and Unfair Trade Practices Act.

Sano memberships are built for clients who want IV and injection therapy as a regular part of their routine.

3.1 Tiers

• Essential — $59/month, 15% off every visit
• Elevated — $78/month, 18% off every visit
• Elite — $139/month, 25% off every visit

The discounted rate is the sole membership benefit, applied automatically to eligible services at booking. Personalized Vitamin Kits, once available, are excluded from the membership discount.

3.2 Billing

Memberships bill monthly, automatically, to the card on file through our booking and payment platform.

Your renewal date is the same calendar day each month as your original sign-up.

If a payment fails, we’ll retry and reach out directly; membership benefits pause if it remains unresolved.

3.3 Cancellation

Cancel your membership any time, with no minimum commitment and no cancellation fee.

Cancelling stops future billing as of your next renewal date — the current billing cycle you’ve already been charged for is not refunded, and your membership benefits remain active through the end of that paid period.

To cancel, contact our care team or manage it directly in your client portal.

3.4 Pricing Changes

If membership pricing changes, existing members will be notified at least 30 days in advance of their next billing cycle. Because Sano memberships are month-to-month with no minimum commitment, Florida’s automatic-renewal notice statute (F.S. § 501.165), which applies its stricter written-notice requirements to contracts with a specified term of 12 months or more, does not appear to impose additional notice obligations here; the 30-day notice period above is provided as a conservative practice.

Every new client completes an intake, informed consent, and a Good Faith Exam (GFE) with medical clearance before their first treatment.

All treatments are performed by licensed Registered Nurses, operating under the oversight of Sano’s Medical Director and within their clinical judgment.

Clinical judgment always comes first: if your nurse determines that a treatment isn’t appropriate that day — based on vitals, a contraindication, a change in your health, or the safety of the environment — they may decline, modify, or stop the service, even if it’s already begun. (See Section 2.1 for how billing works if a service is stopped for clinical reasons.)

We ask that the visit space be clean, accessible, and safe for both you and your nurse. Your nurse may decline to proceed in an environment they consider unsafe.

In a medical emergency, your nurse is trained to respond and will contact emergency services if needed.

This section is consistent with the clinical-judgment and contraindication language in Sano’s Medical Disclaimer and Consent to Treatment documents.

4.1 What Our Services Are — and Aren’t

Everything on the Sano menu is an elective wellness service. Nothing we offer is intended to diagnose, treat, cure, or prevent any disease or medical condition, and none of our formulations has been evaluated by the FDA for any such purpose. Our names — Serenity, Solace, Her Creation, Clarity, The Shield, Peak — describe the experience we’re going for, not a medical effect we’re promising.

That matters most in a few places: Serenity is not a treatment for depression, anxiety, or any mental health condition, and it won’t resolve depressive symptoms. Solace is for clients with an already-diagnosed migraine pattern having a typical episode — it isn’t a workup, and your nurse will decline and send you for evaluation if anything looks atypical. Her Creation is not a fertility treatment and doesn’t improve your chances of conceiving. Clarity is not a treatment for memory loss or any neurologic condition. The Shield won’t prevent or treat an infection.

We don’t provide crisis, psychiatric, or mental health care. If you’re in a mental health crisis or having thoughts of harming yourself, call or text 988 or call 911. And please never stop or change a prescribed medication because of anything you receive from us — talk to your prescriber.

Sano currently serves clients throughout Miami-Dade County & Broward County (with rare travel occurrences for events). Requests outside this service area are declined unless proposed to us 30 days or more ahead of time (where we will review the request); Sano does not currently charge a travel fee for in-area bookings.

On rare occasions, Sano may need to cancel or reschedule a visit — due to severe weather, a nurse health issue, or a safety concern.

When that happens, we’ll notify you as early as possible, there’s no fee to you, and we’ll offer priority rebooking or a full refund on anything prepaid.

Sano’s services are available to clients 18 years of age or older. Clients between 16 and 17 may receive services only if a parent or legal guardian is physically present at the service location for the full visit and has provided written consent. Sano does not provide services to anyone under 16. This age and minor-consent language is consistent across Sano’s Terms of Service, Medical Disclaimer, and Consent to Treatment documents.

Sano does not provide services to clients who are pregnant or breastfeeding. None of our IV, NAD+, or injection services are approved for use during pregnancy or lactation. Your status is screened at intake and reconfirmed before every visit; if either applies, the visit will be declined.

Policies are only useful if they’re easy to understand. If anything here isn’t clear, or your situation doesn’t fit neatly into one of these categories, reach out — we’d always rather talk it through than hide behind fine print.