Service terms

Onda Saúde is a brand of BrightIntuition, Lda., with its registered office at Rua do Jornal de Notícias, 573, 2/3, 4100-298 Porto, Portugal. Its mobile establishment is registered with the Portuguese Health Regulatory Authority (ERS) under number E183529.

Contact: phone and SMS +351 915 131 525, WhatsApp (messages only) +351 221 110 698 and info@ondasaude.pt.

This page is the public account of the rules of the Onda Clinical Concierge, so you can read them before you enrol.

The terms you accept when you enrol are the version that binds. You receive that version before any payment, and it is kept with your acceptance.

The Onda Clinical Concierge costs 349 euros a month per person supported. That is the total monthly fee, with no surprise add-ons.

Every person supported always has an experienced nurse as their point of reference, with organised cover when they are away.

The monthly fee includes: the initial in-person assessment; an individual plan, shared by the end of the second working day after the assessment, and its review; organising the information; the agreed coordination tasks; two scheduled conversations per monthly cycle, by phone or video; and a written update every week. A written update every week, by 4pm on Friday, mainland Portugal time. If Friday is a holiday, it comes on the last working day before it.

An in-person coordination reassessment, when the clinical lead decides it is needed, has no extra charge. It is not a guaranteed monthly visit.

Telemonitoring is not yet available and is not included in the 349 euros.

These have their own cost, set out and accepted beforehand: treatment, physiotherapy and other specialties, daily care from care assistants, transport, equipment, clinical materials and going with the person to an appointment.

Onda does not sell one-off procedures, task quotas or banks of hours.

The first conversation is free and does not commit you to anything. We only charge once suitability, capacity, your acceptance and the assessment date are confirmed.

The initial home assessment is included in the first month. It is not a free sales visit before enrolment, and it is not a separate fee.

Your month of support starts on the day the assessment takes place, and renewal follows that date. For example: 8 November to 7 December, with renewal on 8 December. If the month starts on 31 January, it renews on the last day of February and then on 31 March.

Monday to Friday, 9am to 6pm (mainland Portugal time). Closed on national holidays and on Porto's municipal holiday, 24 June.

We reply to non-urgent messages by 6pm the next working day, and the reply will always come from a real person on the team, not an automated message. We don't monitor messages outside these hours. For example, a message sent at 10pm on a Friday will get a reply by 6pm on Monday, or by Tuesday if Monday is a holiday.

A reply is not the same as a third party having sorted the matter. The timescales of doctors, hospitals, insurers and other providers are not in Onda’s hands.

Renewal is monthly, with no additional minimum term. We send a reminder 5 days beforehand. A request not to renew received by 11:59pm on the day before the charge stops the next charge, even outside contact hours. The service already paid for runs to the end of that cycle.

• Before the start: you can cancel with a full refund, with no assessment or enrolment fee.
• Not a good fit: if Onda decides after the assessment that the service is not suitable, it arranges a referral and refunds the first period. The visit is not then charged on its own.
• 14-day commercial guarantee:counted from enrolment. Before the start, the refund is in full. After the start, an accepted request is settled in proportion to the unused part. This is Onda’s own commercial guarantee, not a general legal rule for health care.
• Hospital stay: during a hospital stay, we keep up whatever continuity is still useful, or pause the service if you ask us to.
• Death: the days after a death are refunded. Information someone is legitimately entitled to does not depend on a new purchase.
• Timing: refunds start within 5 working days of the amount being settled. When the bank credits the account is not in Onda’s hands.

The employer pays 349 euros per person actually supported, per monthly cycle. It is not a fee for every employee. The employer does not see the clinical record. When the benefit ends, the employee is not charged without a new acceptance.

There is no daily rate. The monthly terms are the same. Leaving Portugal does not cancel renewal automatically and does not include clinical follow-up abroad.

It is not an emergency service, permanent watch, travel assistance, occupational health or health insurance. Coverage is Porto and its metropolitan area, confirmed before you enrol.

Onda is not an emergency service and does not provide 24/7 cover. In an emergency, call 112. For non-urgent clinical advice, call SNS 24 on 808 24 24 24. If someone's condition suddenly worsens, don't wait to hear back from Onda.

The information on this website is general and does not replace clinical advice. You may not copy or reuse its content for commercial purposes without written permission. Text, marks, logos and images belong to BrightIntuition, Lda. or are licensed to it.

How we handle personal data is described on the privacy page.

We may update this page. The date at the top shows the latest version. A change does not alter the terms you have already accepted unless it is put to you and you accept it.

Portuguese law applies, without prejudice to consumer protection rules. In a consumer dispute, you can turn to an alternative dispute resolution body. See the complaints page.