The terms of using Sanador.

• Provider: Sanador SRL (in formation), Milan, Italy
• Email: info@sanadr.com

Sanador offers a digital service that:

• allows you to input your symptoms in natural language;
• uses an AI-based system to suggest potentially relevant medical specialties;
• provides tools to find and book appointments with healthcare providers.

Sanador:

• is not a medical device under EU MDR (for current routing-only features);
• does not provide diagnosis or treatment;
• does not guarantee clinical outcomes;
• is not for emergencies (call 112 or your local emergency number).

These clarifications are relevant both for consumer information duties and for limiting the risk of misleading practices under consumer law.

Sanador may be:

• provided for a price (subscription or pay-per-booking);
• or offered without monetary payment but in exchange for your personal data, which we process beyond what is strictly necessary to deliver the service (e.g. for analytics, service improvement, marketing), in which case the regime of digital content/services for “data as counter-performance” applies.

In line with Art. 135-octies Consumer Code and case-law on the economic value of personal data, your decision to provide data is considered a commercial decision protected by consumer law, without prejudice to your fundamental data protection rights under GDPR.

Before you conclude the contract:

• we clearly inform you of the main characteristics of the Service, the total price (including any periodic fees), payment methods, duration and termination, as required by the Consumer Code and Directive 2011/83/EU as amended;
• we specify technical requirements (device, OS, connectivity) and, where relevant, interoperability features;
• we explain whether the service is provided for payment or under a “data as counter-performance” scheme and for what additional purposes your data are used (e.g., analytics, marketing), in accordance with recent case-law on digital markets and consumer protection.

The contract is concluded when you accept these Terms and complete registration. You must:

• be at least 16 years old;
• provide accurate, up-to-date information;
• keep your login credentials confidential.

You may close your account at any time through the app or by contacting us.

If you are a consumer in the EU and you purchase a paid digital service:

• you generally have 14 days from contract conclusion to withdraw without giving reasons, under the Consumer Code implementation of Directive 2011/83/EU;
• if you explicitly request that we start providing the service during the withdrawal period and acknowledge that you lose the right of withdrawal once the service is fully performed, we may lawfully exclude withdrawal for that specific transaction, in line with Art. 16 Directive 2011/83/EU as amended and Italian implementation.

For digital services where the “payment” is mainly your personal data (data as counter-performance), we apply the same withdrawal regime, consistent with Art. 135-octies Consumer Code and doctrinal analysis of Directive (EU) 2019/770.

Clear instructions and, where applicable, a standard form for withdrawal are provided in the app and on our website.

Sanador ensures that the digital service conforms to the contract, including:

• functionality, interoperability and performance as described;
• security updates and corrections during the agreed period.

If the service is non-conforming, you may be entitled to remedies (restoration of conformity, price reduction, termination, where applicable) under Arts. 135-septiesdecies and following of the Consumer Code.

These contractual remedies apply in addition to your rights under data protection law (e.g. compensation for damages under Art. 82 GDPR) where misuse of data has occurred.

You agree to:

• use the Service only for lawful and personal purposes;
• not provide false or misleading information;
• not misuse Sanador (e.g., security abuse, fraudulent bookings);
• always seek professional medical advice before making diagnosis or treatment decisions.

Sanador acts as an intermediary platform:

• healthcare providers are independent professionals or clinics and remain solely responsible for clinical decisions and care;
• Sanador is not party to the medical contract between you and the provider and is not responsible for the professional quality of services, consistent with general principles of intermediary liability and sectoral rules.

We perform basic due diligence on providers (e.g. licences, basic information) but cannot guarantee outcomes.

To the maximum extent permitted by mandatory consumer law:

• we do not exclude liability for death or personal injury caused by our wilful misconduct or gross negligence;
• we do not exclude your mandatory rights under the Consumer Code and other protective provisions;
• we are not liable for clinical acts or omissions of healthcare providers (independent controllers/providers);
• we are not liable for indirect damages (e.g. loss of profit) except where mandatory law requires;
• overall, our direct contractual liability for purely economic damages is proportionally limited (e.g. to fees paid in the previous 12 months), subject to review for fairness and non-abusiveness under Arts. 33 ff. Consumer Code and Art. 1469-bis Civil Code.

Any limitation will be interpreted and, if necessary, reduced or set aside to avoid “unfair terms” contrary to consumer law.

If you have a complaint:

• contact us at info@sanadr.com;
• we respond in a reasonable time, normally within 30 days.

You also have access to:

• national ADR bodies and the EU Online Dispute Resolution (ODR) platform for consumer contracts;
• judicial remedies before the competent courts, without prejudice to ADR.

These Terms are governed by Italian law. However:

• if you are a consumer resident in the EU, you benefit from mandatory consumer protection of your country and may sue in the courts of your domicile;
• Sanador may bring actions against consumers only in the courts of their domicile, in line with EU private international law on consumer contracts.

For non-consumer users or outside the EU, the courts of Milan, Italy, have jurisdiction unless mandatory law provides otherwise.

We may adapt the Service and these Terms to reflect technical, legal or business changes:

• material changes will be notified in advance, in line with EU consumer law and recent clarifications on unilateral modifications for long-term contracts;
• where a change materially deprives you of what you reasonably expected, you may terminate the contract without penalty, consistently with the current trend in EU and Italian case-law.