Terms of Service

You must be at least 18 years of age to create an account and use our services independently. Clients between the ages of 16 and 17 may receive services provided that a parent or legal guardian is physically present at the service location for the duration of the visit and provides written consent. We do not provide services to anyone under the age of 16. By using our Platform, you represent and warrant that you meet these eligibility requirements.

Sano Protocol does not provide services to clients who are pregnant or breastfeeding. This exclusion applies to all IV therapy, NAD+ therapy, and injection services. Pregnancy and lactation status is screened before every visit, and services will be declined where either applies.

Sano Protocol currently provides mobile concierge wellness services in Miami-Dade County & Broward County, Florida, including IV therapy, NAD+ therapy, and vitamin injections (“Services”). Lab draws and Personalized Vitamin Kits are planned as future offerings and are not currently available; any reference to these on our Platform as “coming soon” does not constitute an offer to provide them until they are formally launched. All Services are administered by licensed Registered Nurses operating under treatment protocols issued by a Florida-licensed Medical Director.

Medical Clearance

All new clients are required to complete a health intake questionnaire and receive medical clearance before receiving any Service. Clearance is reviewed by our Medical Director or contracted medical clearance provider. We reserve the right to deny clearance to any client whose health profile indicates that services may pose a risk to their health or safety.

Service Area

Services are currently available within Miami-Dade County and Broward County, Florida. Service availability is subject to nurse availability in your area.

Service Modifications

We reserve the right to modify, suspend, or discontinue any Service at any time without notice. We are not liable to you or any third party for any modification, suspension, or discontinuation of Services.

No Therapeutic or Curative Claims

Our Services are elective wellness services. No formulation, injection, or infusion we offer is intended to diagnose, treat, cure, mitigate, or prevent any disease or medical condition, and none has been evaluated by the U.S. Food and Drug Administration for any such purpose. Our formulation names are descriptive brand names only and are not statements of therapeutic effect.

Without limiting the foregoing: Serenity (Mood Support) is not a treatment for depression, anxiety, or any psychiatric or mental health condition and will not cure, resolve, or relieve depressive symptoms; Solace (Tension Relief) is not a diagnostic evaluation or a treatment for any headache disorder; Her Creation (Preconception Wellness) is not a fertility treatment and does not improve the likelihood of conception; Clarity (Cognitive Clearance) is not a treatment for cognitive impairment or any neurologic condition; The Shield (Immunity) is not a treatment for or a preventive against any infection or communicable disease; and Peak (Athlete Energy and Recovery) does not enhance athletic performance for competitive purposes.

Sano Protocol does not provide crisis, psychiatric, or mental health care. If you are experiencing a mental health crisis or thoughts of harming yourself, call or text 988 (the Suicide and Crisis Lifeline) or call 911. No Service is a reason to delay, discontinue, or alter any prescribed medication or care recommended by your own physician.

Booking Process

Appointments are booked through our patient portal, powered by Decoda. All bookings are subject to nurse availability and confirmation. A booking is not confirmed until you receive a confirmation notification through the Platform.

Nurse Assignment

You may request a specific nurse or select the first available nurse. Nurse assignments are subject to availability. We reserve the right to reassign your appointment to a different qualified nurse if necessary.

Appointment Acceptance

All appointment requests are subject to review and acceptance by the assigned nurse. Nurses reserve the right to decline appointment requests at their discretion.

Client Late Arrival

Your nurse will wait up to 15 minutes past the scheduled arrival time. If we are unable to reach you or begin the visit within that 15-minute window, the appointment will be treated as a late cancellation, and the late cancellation fee described in Section 4 will apply. If you know you will be running late, please contact us as soon as possible — we will always try to accommodate, though additional time cannot be guaranteed if it affects a subsequent client’s appointment.

Client Cancellations

You may cancel an appointment through the Platform at any time prior to 2 hours before your scheduled appointment time at no charge.

Cancellations made within 2 hours of the scheduled appointment time will be subject to a late cancellation fee of $60.00, which will be charged to your card on file. Sano Protocol may, in its sole discretion, waive or refund this fee in the case of a documented emergency or other extenuating circumstance, reviewed on a case-by-case basis. Any such waiver is discretionary and does not create an entitlement to a waiver in any other instance.

Refund Policy

• Nurse no-show: If your assigned nurse fails to arrive at your scheduled appointment location within a reasonable time and does not contact you to reschedule, you are entitled to a full refund of any amount paid.
• Service not started: If a service is cancelled before it begins for any reason other than contraindicated vital signs or client-initiated cancellation, you are entitled to a full refund.
• Service completed: No refund is available once a service has been fully administered.
• Service interrupted: If a service is interrupted after it has begun due to clinical contraindication (including contraindicated vital signs or a syncope episode), a visit fee of $35.00 will be charged to cover the nurse’s time and clinical assessment. No additional charges beyond the visit fee will apply in this circumstance.
• Client-initiated interruption: If you choose to stop a service after it has begun for non-clinical reasons, no refund will be available for any portion of the service already administered.

Refund Processing

Approved refunds will be processed within 5–10 business days to your original payment method. Except where these Terms provide for an automatic refund (nurse no-show or service not started), any discretionary refund request must be submitted to sanoappointments@sanoprotocol.com within 7 days of the visit in question.

Payment Options

Payment is collected at the time of service. Your nurse will either collect payment in person at the end of your visit or charge the payment method saved to your account.

Card on File

A valid payment method must be saved to your account before booking any appointment. Your card on file may be charged for the cost of your visit, late cancellation fees, visit fees, and any outstanding balance as described in these Terms.

Card Removal

If you have an outstanding balance for a completed appointment, you may not remove your only card on file until that balance has been settled. Attempting to remove your card with an outstanding balance will result in that balance being charged to the card before removal is permitted.

Add-On Services

Your nurse may offer additional vitamin supplements or add-on services during your visit. Any add-ons you accept will be added to your final visit total at the rates disclosed by your nurse at the time of service.

Membership Billing

Membership subscriptions are billed monthly on a recurring basis. By purchasing a membership, you authorize Sano Protocol to charge your card on file on a recurring monthly basis until you cancel.

Membership Tiers

We offer the following membership tiers:

• Essential — $59/month. 15% off every visit. A flat 15% off everything in your cart, every time you book.
• Elevated — $78/month. 18% off every visit. A full 18% off your entire cart, every visit.
• Elite — $139/month. 25% off every visit. Our deepest discount, applied to everything in your cart, every visit.

Cancellation

You may cancel your membership at any time through your account settings with no cancellation penalty. Upon cancellation, your membership benefits will remain active through the end of your current billing cycle. No refunds are issued for partial billing periods.

Membership Benefits

The sole benefit of membership is the discounted rate applicable to your tier, applied automatically to eligible services at the time of booking. Personalized Vitamin Kits, once available, are excluded from membership discounts. Membership discount rates are subject to change with notice; your then-current rate will apply to your next billing cycle following any change.

You agree to:

• Provide accurate and complete health information during intake and at all times during your use of our services
• Disclose all relevant medical conditions, medications, and allergies
• Ensure that your service location is safe, accessible, and appropriate for service delivery
• Treat Sano Protocol nurses and staff with respect and professionalism
• Not be under the influence of alcohol or illegal substances at the time of service

We reserve the right to refuse or discontinue service to any client who provides false health information, behaves in an unsafe or threatening manner, or whose location is deemed unsafe by the attending nurse. In such cases, a visit fee may apply.

All content on our Platform, including text, graphics, logos, images, and software, is the property of Sano Protocol LLC and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without our express written permission.

OUR PLATFORM AND SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT OUR PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, SANO PROTOCOL LLC, ITS MEMBERS, OFFICERS, EMPLOYEES, CONTRACTORS, AND AGENTS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATED TO YOUR USE OF OUR PLATFORM OR SERVICES, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING OUT OF OR RELATED TO THESE TERMS OR OUR SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID TO US FOR THE SPECIFIC SERVICE GIVING RISE TO THE CLAIM IN THE THREE MONTHS PRECEDING THE CLAIM.

You agree to indemnify, defend, and hold harmless Sano Protocol LLC and its members, officers, employees, contractors, and agents from and against any claims, liabilities, damages, losses, and expenses, including reasonable attorneys’ fees, arising out of or in any way connected with your access to or use of our Platform or services, your violation of these Terms, or your violation of any rights of another.

Informal Resolution

Before initiating any formal dispute proceeding, you agree to contact us at sanoteam@sanoprotocol.com and give us 30 days to attempt to resolve the dispute informally.

Binding Arbitration

If we are unable to resolve the dispute informally, you and Sano Protocol agree that any dispute, claim, or controversy arising out of or relating to these Terms or our services shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. The arbitration shall take place in Miami-Dade County, Florida. The arbitrator’s decision shall be final and binding and may be entered as a judgment in any court of competent jurisdiction.

Opt-Out

You may opt out of the arbitration agreement by sending written notice to sanoteam@sanoprotocol.com within 30 days of first using our services. Your notice must include your name, address, and a clear statement that you wish to opt out of arbitration.

Class Action Waiver

YOU AND SANO PROTOCOL AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING.

Exceptions

Either party may seek emergency injunctive relief in a court of competent jurisdiction to prevent irreparable harm pending arbitration.

These Terms shall be governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict of law principles.

We reserve the right to modify these Terms at any time. We will notify you of material changes by posting the updated Terms on our Platform and updating the effective date. Your continued use of our Platform following the posting of changes constitutes your acceptance of the updated Terms.

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

These Terms, together with our Privacy Policy, our Notice of Privacy Practices, our Client Policies, our Medical Disclaimer, and any Informed Consent for Treatment you sign, constitute the entire agreement between you and Sano Protocol LLC regarding your use of our Platform and services and supersede all prior agreements and understandings. In the event of a conflict between these Terms and the Client Policies with respect to booking, cancellation, rescheduling, refunds, or membership, these Terms control. In the event of a conflict between these Terms and a signed Informed Consent for Treatment with respect to the nature, risks, or authorization of clinical treatment, the Informed Consent for Treatment controls.

For questions about these Terms, please contact us at: