1. Service provider
The Provider is შპს სანა ფარმაცევტიკსი (Sana Pharmaceuticals LLC), identification number 402000357. Address: 14 Tashkenti Street, Saburtalo, Tbilisi, Georgia. COALESIA is the Provider’s consultation support platform.
Medical consultations are provided by the Provider’s physicians within their professional competence and legal authority to practise. The patient is informed of the physician’s name and qualifications before the consultation.
2. Scope and timing
Support lasts 30 calendar days from the date agreed with the patient. It includes initial assessment of the questionnaire and photographs, an initial written recommendation, up to three follow-up reviews within 30 days, and adjustment of the recommendation when needed.
The initial response is usually provided from two working days, but no later than one week (seven calendar days) after receipt of the questionnaire and photographs. For these terms, working days are Monday to Friday, excluding public holidays in Georgia. The paid period’s start date is confirmed before payment.
Under free support, repeat consultations take place only at the patient’s request. Under paid support, a patient request is preferred, but the physician may also suggest a review. There is no obligation to request a consultation when it is not needed. Review dates are agreed; a response to follow-up materials is provided no later than seven calendar days after receipt.
One review means assessment of the materials for one follow-up, not each photograph separately. In-person appointments, laboratory tests, procedures, products and delivery are not included. Additional services and prices require separate agreement.
3. Price and renewal
Paid support costs GEL 90 for 30 calendar days, including applicable taxes. Support is free for MOLISAN users. Eligibility for free support is confirmed by the Provider before support begins; the patient is told the final price of GEL 90 or GEL 0 in advance.
Renewing paid support for another 30 days costs GEL 90 and requires the patient’s separate agreement. There is no automatic paid renewal. Payment details and methods are supplied before payment. Medical recommendations follow the patient’s condition; free support does not oblige a patient to use a product despite contraindications.
4. Making an agreement
Before ordering, the patient reviews this version, the service scope, price, dates and physician information. To order, the patient submits agreement to the terms and a support request to the Provider, including through care@coalesia.com. The contract is concluded when the patient receives confirmation accepting the order with the agreed price and dates. Request details may be corrected before confirmation.
The Provider supplies confirmation and the agreed terms by email or another means allowing them to be retained unchanged. Submitting a medical questionnaire alone does not order a paid service. Starting within the first 14 days requires the patient’s separate express request; viewing the website or completing a questionnaire does not replace it.
Informed consent to medical care is obtained separately. A representative’s authority is verified; participation by minors and their representatives follows Georgian law.
5. Cancellation and refunds
Send cancellation to care@coalesia.com, stating your decision, name and order details. A distance contract may be cancelled without a reason within 14 calendar days of conclusion. Where the withdrawal right applies, the full payment is refunded.
An exception may apply after full performance with prior consent to starting and acknowledgement that withdrawal rights will be lost after full performance. One consultation does not fulfil the whole monthly package.
Refunds are made within 14 calendar days of notification using the original payment method or another agreed method without additional expense to the patient.
The Provider additionally offers contractual cancellation after the 14-day period: the payment for remaining days is refunded, calculated as amount paid × remaining days / 30. The notification day counts as a remaining day. A refund cannot exceed the amount paid. This additional term does not reduce wider statutory rights, including for services not delivered or delivered improperly. Free support carries no monetary refund.
6. Working with your physician
The patient shares known information about their condition, allergies, medicines and changes. Unknown information may be identified as such. The physician may request clarification or recommend an in-person examination. A clarification request does not complete the support package.
Remote assessment is limited by the available materials. No particular medical outcome or healing time is guaranteed. COALESIA does not provide emergency care or continuous monitoring: do not wait for a platform response in an emergency; in Georgia call 112.
7. Confidentiality
Questionnaires, photographs and medical information are processed to organise and provide support on an applicable lawful basis. Data-processing information and necessary consents are provided separately. Patients may contact care@coalesia.com about their data and the exercise of their rights.
Accepting this offer does not consent to advertising, a public patient story or publication of photographs. Personal access links should be kept confidential. This does not remove the Provider’s duty to protect data.
8. Contact and applicability
Contact: care@coalesia.com, +995 598 48 66 11. Address: 14 Tashkenti Street, Saburtalo, Tbilisi. A substantive complaint response is provided within ten working days; shorter mandatory periods, including the refund deadline, remain applicable.
Georgian law applies. These terms do not exclude the Provider’s responsibility for its actions or restrict a patient’s right to approach competent authorities or a court. Changes apply to new orders; publishing a new version does not itself amend an existing agreement. This version applies to orders placed after publication.
9. Sample cancellation notice
To: შპს სანა ფარმაცევტიკსი, 402000357; 14 Tashkenti Street, Saburtalo, Tbilisi; care@coalesia.com.
I hereby give notice of cancellation of my COALESIA consultation support agreement. Order date: ____. Contract date: ____. Patient name: ____. Patient address: ____. Notice date: ____. Signature only if submitted on paper.
You do not have to use this sample: any other clear cancellation notice is sufficient.