Frequently Asked Questions (FAQs)

At SaludAndo we know that questions may arise, learn the answers to the most frequently asked questions in an easy and clear way.

Category	Pregunta	Respuesta
How does SaludAndo work?	What is the SaludAndo plan?	SaludAndo is a plan created by Sandoz to support the patient in complying with their treatment through services that facilitate real access, not only by making their shopping experience easier, but also by providing them with support and well-being content. This plan provides patients and their caregivers, family members, or close friends with a portfolio of services, benefits, and educational content related to participating Sandoz products, with the aim of promoting accessibility and continuity of the treatment prescribed by the treating physician. The membership is voluntary both for patients and pharmacies. The plan does not attempt to take measures that undermine medical autonomy.
How does SaludAndo work?	What free services can I access by registering with SaludAndo?	Users who register with SaludAndo through the mobile application or at participating pharmacies can access the following free services: (i) accumulate amounts on each purchase of participating medications during the Plan's validity period; (ii) apply and receive discounts from the second purchase, when they already have accumulated amounts to apply as a discount or through a promotional coupon; (iii) have access to additional free treatments for the purchase of Sandoz medications that participate in this plan and/or according to the discount mechanism that Novartis provides for each brand, product or presentation for a specific period, which will be communicated in a timely manner; and (iv) have access to content, materials, and activities related to their health and well-being.
How does SaludAndo work?	Do I need to keep boxes and invoices, or send any messages or photos?	The idea of this plan is to eliminate complexity and save you many steps. You are only reminded to inform the pharmacy staff to register your accumulated amount at the time of your purchase of a participating product and request that the discount be applied when you already have an accumulated amount in your profile. It is recommended to download the SaludAndo application so that you can immediately see how much you have accumulated.
What should I know about the participating products?	Which products are participating?	All participating products belong to Sandoz, which is a division of Novartis. See participating products here.
What should I know about the participating products?	Can the participating products change?	The list of participating products is constantly updated, so we recommend that you always confirm on the plan's website if they are active. You can see the participating products here.
How do subscriptions work?	How do I subscribe to the SaludAndo Plan?	Subscribing to the plan is very easy. You should download the SaludAndo mobile application, and you can register directly in the plan or request that one of the participating pharmacies register you. Find out about participating pharmacies here.
How do subscriptions work?	Are there any requirements to subscribe?	The only requirement to register is that the subscriber user must be of legal age.
How do subscriptions work?	Is the registration process long or complicated?	Our registration process is quite agile and simple. Once the application is downloaded, some basic information will be requested to create your profile, always under your consent and voluntarily. You can also request support at participating pharmacies to register. See privacy notice at: cac.novartis.com/privacy-policy
How do subscriptions work?	What information will be requested for registration?	The information that will be requested is name, identification card number, country, phone number, email, and birthdate. See Privacy Notice at cac.novartis.com/privacy-policy
How do subscriptions work?	Does the subscription have any cost?	No, SaludAndo is a completely free subscription plan.
How do subscriptions work?	How do I cancel my subscription?	To cancel the subscription, the user must send a request from the app to unsubscribe. In "Others" section of the app, there is an option to send such a request.
What should I know about my SaludAndo account?	What should I do if I forgot my application password?	There is an option in the app for any user with a created account to recover their password. To recover it, you need to follow these steps: Go to the password recovery option and send the request with the registered email. The system will send you a security PIN via email. In the SaludAndo app, enter the security PIN to proceed with the password change. After you change your password, the system will send you a confirmation email with the new access, and you can log in to the app with those new credentials.
What should I know about my SaludAndo account?	Can I have two or more profiles or subscription accounts in the Plan?	No, your account or profile is for individual use only.
What should I know about my SaludAndo account?	Could my account be closed or blocked?	Your account could be terminated if you fail to comply with the terms of use of the SaludAndo Plan. You can see these conditions here.
What should I know about my SaludAndo account?	Is there a limit to the number of purchase accumulation and discount records?	Yes, the platform automatically limits the number of units and records per user in determined periods. The limits are established according to adequate consumption and not excessive use of each product.
What should I know about my SaludAndo account?	What happens if the plan is canceled, and I still had an accumulated amount?	The Plan may be suspended or terminated, totally or partially, at any time by Novartis, with the sole obligation to credit the amounts accumulated before the date of suspension or termination when such credits are required by the user within a period of 2 months after the suspension or termination of the Plan. For clarity, participation in the Plan does not generate any right for the user to credit accumulated amounts indefinitely, but only as long as the Plan remains in force, and the user is in full compliance with their obligations under it.
What should I know about the pharmacies?	In which pharmacies does the Plan work?	You can see the participating pharmacies here.
What should I know about the pharmacies?	Do the amounts that I can apply as a discount vary from one pharmacy to another?	The discount amounts do not vary from one pharmacy to another, they depend on the accumulated amount that you have to date in your profile. You can choose to use a part or all of your accumulated amount, as long as it is not equal to or greater than the selling price of the participating product in the participating pharmacy in the SaludAndo Plan. The platform allows choosing discount amounts in absolute values and in established ranges for the local currency. Costa Rica accepts discounts of 1000 to 1000 colones.
How will my personal data be used?	How will my registered data be used?	You can find information about the primary and secondary purposes for processing your data in our privacy notice. Your registration is voluntary and requires your consent to provide your data. If you wish to exercise your right to access your data, please consult Novartis' privacy notice via this link: cac.novartis.com/privacy-policy.
How will my personal data be used?	Where can I find the Privacy Notice?	You can find the Privacy Notice here: cac.novartis.com/privacy-policy.
How will my personal data be used?	If I unsubscribe, what happens to my personal data?	When Sandoz unsubscribes a user, all of their personal data is removed from the Plan SaludAndo database. Sandoz will no longer be able to use this data. The only data that will remain available will be transactional data for statistical purposes, but it will be anonymous.
What are my benefits?	What benefits does a subscriber receive?	The subscriber accumulates an amount for each unit purchased of a participating product during the Plan's validity at one of the participating pharmacies. This allows them to apply it as a discount on their next purchase of a participating product. Additionally, they may participate in temporary promotions added to the plan and earn additional bonuses by remaining active in the plan. Please see the participating products and pharmacies here.
What are my benefits?	Do I receive the benefit immediately?	Yes, the benefit is immediate, with no waiting periods. When you purchase a participating product, the participating pharmacy must register your accumulated amount directly into your subscriber account or profile. Your accumulated amount is updated automatically and immediately. Always remember to ask the pharmacy staff to register your purchase to ensure that you receive the accumulation at that moment. Once you have accumulated an amount, you may use it as a discount on your next purchase of a participating product.
What do I need to know about my accumulated amount?	Does the accumulated amount correspond to a percentage of my purchase invoice?	The accumulated amounts correspond to a predetermined amount for each participating product in the SaludAndo Plan, and these may vary. See Participating Products here
What do I need to know about my accumulated amount?	Is there a minimum accumulated amount required to apply a discount?	There is no minimum amount required to apply the discount, it can be used from the second purchase made.
What do I need to know about my accumulated amount?	On which purchases do I accumulate an amount?	You accumulate when you buy a participating product in the SaludAndo Plan at any of the participating pharmacies. See Participating Products and Pharmacies here.
What do I need to know about my accumulated amount?	On which purchases can I apply my accumulated amount as a discount?	You can apply your discount on any participating purchase in the plan as long as you have an accumulated amount. See Participating Products and Pharmacies here.
What do I need to know about my accumulated amount?	Is my accumulated amount transferable?	The accumulated amount cannot be transferred, it is for personal use only.
What do I need to know about my accumulated amount?	Do the accumulated amounts vary from one pharmacy to another?	The accumulation amounts do not vary from one pharmacy to another, because they are established in the platform for all pharmacies equally. See Participating Products and Pharmacies here.
What do I need to know about my accumulated amount?	Does my accumulated amount expire?	Each accumulated amount has a validity of 12 months from the day of the purchase where this accumulation was registered.
What do I need to know about my accumulated amount?	How long do I have to wait to have my accumulated amount active?	It's immediate, no waiting is necessary. When you make a purchase of a participating product, the participating pharmacy must register your accumulated amount once and directly in your subscriber user account or profile. Your accumulated amount is updated automatically and immediately. Always remember to ask the pharmacy staff to make this purchase registration to ensure that they add this accumulation at the same time.
What do I need to know about my accumulated amount?	What happens if I have an accumulated amount greater than the price of the product?	You can choose to use a part or all of your accumulated amount, as long as it is not equal to or greater than the selling price of the participating product in the participating pharmacy in the SaludAndo Plan. The platform allows you to choose discount amounts in absolute values and established ranges for the local currency. In Costa Rica, discounts of 1000 colones are accepted.
What do I need to know about my accumulated amount?	What happens if I stop accumulating for some time?	Your accumulated amount remains in your account, however, please note that accumulated amounts have a validity of 12 months from their registration, and at the expiration of that period they will be automatically removed from each user's account in the Platform.
What do I need to know about my accumulated amount?	What does it mean that my accumulation is in a "pending" state?	When a user's accumulation has violated one of the security rules of our loyalty program, the system prevents the points from being credited to the user automatically. This accumulation transaction remains in a pending state for review by an administrator to verify the authenticity of the transaction and decide whether to approve the point accumulation. The user will always be notified through a push notification about the resolution of the process.