Naturena Care Line
An exclusive subscription service for clients of the Naturena Integrative Clinic, providing personalized
support from Dr. André via WhatsApp – 7 days a week. With the Naturena care line service, you get
direct access to fast, personalized, and reliable advice right from your mobile phone. No
complications, no appointments, and with quick, individualized responses.
Whether it’s to clarify questions about medical tests, acute health situations, diet, supplements, or
other health-related topics – Naturena care line gives you permanent access to your integrative
doctor so that you always feel accompanied, informed, and at ease.
Service Conditions
Channel and format:
• Communication is carried out exclusively via WhatsApp in writing (text messages and photos)
through the number associated with the client’s file.
• Video calls, voice messages, or phone calls are not included.
Schedule and response time:
• Service available Monday to Sunday, from 9 AM to 9 PM.
• Average response time: up to 6 hours on weekdays and up to 12 hours on weekends.
• Messages sent outside this schedule will be answered during the next available service
period.
Access and exclusivity:
• Service restricted to clients with an active subscription, a consultation within the past 12
months, and updated records in the system.
• Communication regarding health issues of individuals outside the subscribed plan will not be
addressed.
Types of support included:
• Review and feedback on new tests, analyses, and reports.
• Follow-up on clinical situations previously addressed in consultation.
• Support and advice for acute situations (e.g., flu, cough, common holiday symptoms),
including guidance for symptom relief.
• Clarification of questions regarding products, diet, supplementation, treatments, or other
health-related issues.
• Commentary and clarification regarding health news or information.
• Other questions and concerns related to health.
Service limitations:
• This service does not replace formal medical consultations or medical diagnoses.
• In case of severe symptoms or complex issues, the client will be advised to seek in-person
medical evaluation.
• Service does not include calls, videos, or support between 9 PM and 9 AM.
• The service focuses on physical and integrative health advice, not on psychological or
emotional support.
Privacy and security:
• All data is treated confidentially and used exclusively for service provision.
• The client authorizes the temporary storage of information for analysis and response.
• This is not an Artificial Intelligence service. It is a human-to-human service.
Cancellation:
• Early cancellation and refund of unused service can only be requested with a valid written
justification, which will be reviewed and approved by the administration.
Changes and notices:
• Naturena reserves the right to modify the rules, schedules, and conditions, provided that
clients are informed in advance
