1What Saneo is
Saneo is an online scheduling platform. Patients find doctors and clinics in Albania and book appointments into the practice's real calendar; practices manage that calendar, their team and their patient records in a workspace. Saneo is operated by the company named in the Legal notice (“we”, “us”).
Saneo is not a medical provider. We do not give medical advice, we do not take part in your treatment, and we are not a party to the relationship between you and the doctor. The care you receive is the responsibility of the practice you book with. In an emergency, call your local emergency number; do not use Saneo.
2Your account
- You must be at least 18 to create an account. You can book for a child or a relative from your own account.
- Give accurate details and keep them up to date. A practice relies on them to receive you and to reach you.
- One account per person. Keep your login private and tell us at once if you think someone else has used it.
- We can suspend or close an account that breaks these terms, is used for abuse, or has been inactive for a long time. We tell you before we do, unless the law or the safety of others does not allow it.
3Booking, cancelling and rescheduling
- An appointment made on Saneo is an appointment with the practice, not with us. It is confirmed when the practice's calendar shows it as confirmed. Some practices confirm every request themselves, and we tell you which.
- Cancel or move an appointment from My appointments. Each practice sets its own notice period, shown when you book; a late cancellation or a no-show can lead the practice to decline future bookings.
- A practice may need to cancel or move an appointment. We tell you as soon as it does, using the contact details on your account.
- Saneo is free for patients. Prices shown on a profile are set by the practice, paid to the practice, and may change. A price on Saneo is information, not an offer by us.
4Booking for someone else
When you book for another person you confirm that you are their parent or legal guardian, or that they have asked you to. You are responsible for the details you enter, and their data is handled as described in the Privacy policy.
5Reviews
You can review a practitioner after a completed visit. A review must be your own honest experience of that visit. It may not contain another person's personal or health information, threats, or unlawful content. We may remove a review that breaks these rules or that the law requires us to remove, and we may show reviews on the practitioner's public profile.
6Video visits
Some practices offer visits by video. The call runs in your browser through a private room created for that appointment; Saneo records nothing. You need a device with a camera, a microphone and a stable connection. A video visit is not for emergencies, and the doctor decides whether your case suits it.
7Notifications
We send confirmations, reminders and account messages by email and, if you turned it on, by WhatsApp. You can switch WhatsApp off, and change your address or number, from My account. Account-security messages cannot be switched off.
8For practices and practitioners
- The person who creates a practice on Saneo confirms they are entitled to represent it and becomes its owner. The owner invites colleagues and assigns roles.
- You are responsible for the accuracy of your profile, opening hours, services and prices, and for holding the licences and registrations your profession requires. Only listed practices appear in the patient directory, and listing is your choice.
- You remain the controller of your patients' medical records and responsible for their confidentiality. Saneo processes those records on your behalf under the Privacy policy and a data-processing agreement.
- Fees for practices, if any, are those agreed with you in writing. Nothing on the patient side of Saneo is charged to patients.
- Do not use the workspace to send unsolicited messages, to store data of people who are not your patients, or in any way that breaks medical, consumer or data-protection law.
9Acceptable use
Do not misuse Saneo: no automated scraping of the directory, no attempts to access accounts or records that are not yours, no bookings made without the intention to attend, and no content that is unlawful, misleading or harmful. We may limit or block access to protect the service and its users.
10Availability and changes
We work to keep Saneo available, but we do not promise uninterrupted service; maintenance and incidents happen. We may change or withdraw features, and we may update these terms. We show the new date at the top and, for material changes, tell you in the app or by email before they apply. If you keep using Saneo after that, the new terms apply.
11Liability
Saneo is a scheduling tool. We are not liable for the medical care you receive, for a practice's decision to accept, move or cancel an appointment, or for information a practice publishes about itself. To the extent the law allows, our liability to you is limited to damage caused by our intent or gross negligence. Nothing in these terms limits rights that consumer law gives you and that cannot be waived.
12Governing law
These terms are governed by the law of the Republic of Albania. Disputes go to the competent courts of Tiranë, unless mandatory law gives you the right to sue where you live. If a provision proves invalid, the rest stays in force.
13Contact
Questions about these terms: