{"id":3,"date":"2022-04-08T19:18:47","date_gmt":"2022-04-08T19:18:47","guid":{"rendered":"https:\/\/saudegenuina.com\/?page_id=3"},"modified":"2026-08-31T16:20:39","modified_gmt":"2026-08-31T21:20:39","slug":"politicas-de-servicio","status":"publish","type":"page","link":"https:\/\/saudegenuina.com\/en\/politicas-de-servicio\/","title":{"rendered":"Service Policies"},"content":{"rendered":"<div style=\"height:29px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"194\" src=\"https:\/\/i0.wp.com\/saudegenuina.com\/wp-content\/uploads\/2025\/09\/ETIQUETA.png?resize=1024%2C194&#038;ssl=1\" alt=\"\" class=\"wp-image-5439\" style=\"width:258px;height:auto\" srcset=\"https:\/\/i0.wp.com\/saudegenuina.com\/wp-content\/uploads\/2025\/09\/ETIQUETA-scaled.png?resize=1024%2C194&amp;ssl=1 1024w, https:\/\/i0.wp.com\/saudegenuina.com\/wp-content\/uploads\/2025\/09\/ETIQUETA-scaled.png?resize=300%2C57&amp;ssl=1 300w, https:\/\/i0.wp.com\/saudegenuina.com\/wp-content\/uploads\/2025\/09\/ETIQUETA-scaled.png?resize=768%2C146&amp;ssl=1 768w, https:\/\/i0.wp.com\/saudegenuina.com\/wp-content\/uploads\/2025\/09\/ETIQUETA-scaled.png?resize=1536%2C292&amp;ssl=1 1536w, https:\/\/i0.wp.com\/saudegenuina.com\/wp-content\/uploads\/2025\/09\/ETIQUETA-scaled.png?resize=2048%2C389&amp;ssl=1 2048w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<div style=\"height:29px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-676bb0ec wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<!-- ============================================================\n     POL\u00cdTICAS DE SERVICIO \u2014 Sa\u00fade Genu\u00edna\n     D\u00f3nde pegar: Gutenberg > Bloque \"HTML personalizado\"\n     ============================================================ -->\n<style>\n.sgps {\n  --teal:   rgb(91,144,137);\n  --teal-d: #3d7a72;\n  --mint:   #7CEECA;\n  --navy:   #0D1B2A;\n  --bg:     #f8faf9;\n  --white:  #ffffff;\n  --text:   #1e2d2b;\n  --mid:    #4a6560;\n  --light:  #8aaba6;\n  --border: rgba(91,144,137,0.13);\n  --border2: rgba(91,144,137,0.26);\n  font-family: \"Helvetica Neue\", Arial, sans-serif;\n  width: 100%;\n  background: var(--bg);\n  color: var(--text);\n}\n.sgps * { box-sizing: border-box; margin: 0; padding: 0; }\n\n\/* \u2550\u2550 LAYOUT \u2550\u2550 *\/\n.sgps-outer {\n  max-width: 1200px;\n  margin: 0 auto;\n  padding: 56px 40px 80px;\n  position: relative;\n  display: flex;\n  gap: 0;\n  align-items: flex-start;\n}\n\n\/* \u2550\u2550 \u00cdNDICE DESKTOP \u2014 flota a la izquierda \u2550\u2550 *\/\n.sgps-sidebar {\n  width: 200px;\n  flex-shrink: 0;\n  position: sticky;\n  top: 100px;\n  margin-right: 48px;\n}\n.sgps-index-label {\n  font-size: 10px;\n  font-weight: 700;\n  letter-spacing: 2.5px;\n  text-transform: uppercase;\n  color: var(--teal);\n  margin-bottom: 12px;\n  padding-bottom: 10px;\n  border-bottom: 1.5px solid var(--border2);\n}\n.sgps-index-list {\n  list-style: none;\n  display: flex;\n  flex-direction: column;\n  gap: 2px;\n  margin-bottom: 20px;\n}\n.sgps-index-list li a {\n  display: flex;\n  align-items: center;\n  gap: 8px;\n  padding: 8px 10px;\n  border-radius: 9px;\n  font-size: 12.5px;\n  font-weight: 500;\n  color: var(--mid);\n  text-decoration: none;\n  line-height: 1.35;\n  transition: background .2s, color .2s;\n}\n.sgps-index-list li a::before {\n  content: '';\n  width: 5px; height: 5px;\n  border-radius: 50%;\n  background: var(--border2);\n  flex-shrink: 0;\n  transition: background .2s;\n}\n.sgps-index-list li a:hover,\n.sgps-index-list li a.active {\n  background: rgba(91,144,137,0.09);\n  color: var(--teal-d);\n}\n.sgps-index-list li a.active::before,\n.sgps-index-list li a:hover::before { background: var(--teal); }\n\n\/* Meta info *\/\n.sgps-meta {\n  padding: 14px;\n  background: var(--white);\n  border: 1px solid var(--border);\n  border-radius: 12px;\n  font-size: 11px;\n  color: var(--light);\n  line-height: 1.7;\n}\n.sgps-meta strong { color: var(--mid); font-weight: 600; }\n\n\/* \u2550\u2550 CONTENIDO CENTRAL \u2550\u2550 *\/\n.sgps-main {\n  flex: 1;\n  min-width: 0;\n  max-width: 720px;\n}\n\n\/* HEADER *\/\n.sgps-header {\n  margin-bottom: 40px;\n  padding-bottom: 28px;\n  border-bottom: 1px solid var(--border);\n}\n.sgps-eyebrow {\n  display: inline-flex;\n  align-items: center;\n  gap: 7px;\n  font-size: 11px;\n  font-weight: 700;\n  letter-spacing: 2.5px;\n  text-transform: uppercase;\n  color: var(--teal);\n  margin-bottom: 12px;\n}\n.sgps-eyebrow::before {\n  content: '';\n  width: 20px; height: 2px;\n  background: var(--teal);\n  border-radius: 1px;\n}\n.sgps-header h1 {\n  font-size: clamp(26px, 3.5vw, 38px);\n  font-weight: 900;\n  color: var(--navy);\n  letter-spacing: -1px;\n  line-height: 1.1;\n  margin-bottom: 12px;\n}\n.sgps-header-sub {\n  font-size: 15px;\n  color: var(--mid);\n  line-height: 1.7;\n}\n\n.sgps-update {\n  display: inline-flex;\n  align-items: center;\n  gap: 6px;\n  padding: 5px 13px;\n  border-radius: 999px;\n  background: rgba(91,144,137,0.08);\n  border: 1px solid var(--border2);\n  font-size: 11px;\n  color: var(--teal-d);\n  font-weight: 600;\n  margin-bottom: 36px;\n}\n\n\/* SECCI\u00d3N *\/\n.sgps-section {\n  margin-bottom: 48px;\n  scroll-margin-top: 110px;\n}\n.sgps-section-head {\n  display: flex;\n  align-items: center;\n  gap: 12px;\n  margin-bottom: 18px;\n}\n.sgps-section-num {\n  width: 30px; height: 30px;\n  border-radius: 8px;\n  background: linear-gradient(135deg, var(--teal) 0%, var(--teal-d) 100%);\n  display: flex;\n  align-items: center;\n  justify-content: center;\n  font-size: 13px;\n  font-weight: 800;\n  color: #fff;\n  flex-shrink: 0;\n}\n.sgps-section h2 {\n  font-size: 19px;\n  font-weight: 800;\n  color: var(--navy);\n  letter-spacing: -.2px;\n}\n\n\/* CARD *\/\n.sgps-card {\n  background: var(--white);\n  border: 1px solid var(--border);\n  border-radius: 16px;\n  overflow: hidden;\n}\n.sgps-item {\n  padding: 18px 22px;\n  border-bottom: 1px solid rgba(91,144,137,0.07);\n  transition: background .2s;\n}\n.sgps-item:last-child { border-bottom: none; }\n.sgps-item:hover { background: rgba(91,144,137,0.03); }\n.sgps-item-title {\n  font-size: 12.5px;\n  font-weight: 800;\n  color: var(--navy);\n  letter-spacing: .3px;\n  text-transform: uppercase;\n  margin-bottom: 7px;\n  display: flex;\n  align-items: center;\n  gap: 8px;\n}\n.sgps-item-title::before {\n  content: '';\n  width: 3px; height: 13px;\n  background: var(--teal);\n  border-radius: 2px;\n  flex-shrink: 0;\n}\n.sgps-item-body {\n  font-size: 14px;\n  color: var(--mid);\n  line-height: 1.72;\n}\n.sgps-item-body strong { color: var(--text); font-weight: 700; }\n\n\/* CARD SIMPLE *\/\n.sgps-card-simple {\n  background: var(--white);\n  border: 1px solid var(--border);\n  border-radius: 16px;\n  padding: 20px 22px;\n}\n.sgps-card-simple p { font-size: 14px; color: var(--mid); line-height: 1.75; }\n.sgps-card-simple strong { color: var(--text); font-weight: 700; }\n\n\/* IDENTIDAD *\/\n.sgps-identity {\n  background: linear-gradient(135deg, rgba(13,27,42,0.03) 0%, rgba(91,144,137,0.06) 100%);\n  border: 1px solid var(--border2);\n  border-radius: 16px;\n  padding: 20px 22px;\n  display: flex;\n  flex-direction: column;\n  gap: 10px;\n  margin-bottom: 12px;\n}\n.sgps-identity-row {\n  display: flex;\n  align-items: center;\n  gap: 12px;\n  font-size: 14px;\n  color: var(--mid);\n}\n.sgps-identity-row span {\n  font-size: 10px;\n  font-weight: 700;\n  letter-spacing: 1px;\n  text-transform: uppercase;\n  color: var(--teal);\n  background: rgba(91,144,137,0.1);\n  padding: 3px 10px;\n  border-radius: 999px;\n  flex-shrink: 0;\n  min-width: 110px;\n  text-align: center;\n}\n.sgps-identity-row strong { color: var(--navy); }\n\n\/* DIVIDER *\/\n.sgps-divider {\n  height: 1px;\n  background: var(--border);\n  margin: 44px 0;\n}\n\n\/* \u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\n   MOBILE \u2014 acorde\u00f3n \u00edndice\n\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550\u2550 *\/\n.sgps-mobile-index { display: none; }\n.sgps-mobile-trigger {\n  width: 100%;\n  display: flex;\n  align-items: center;\n  justify-content: space-between;\n  padding: 14px 16px;\n  background: var(--white);\n  border: 1px solid var(--border2);\n  border-radius: 12px;\n  cursor: pointer;\n  font-size: 13px;\n  font-weight: 700;\n  color: var(--navy);\n  font-family: inherit;\n  transition: background .2s;\n  margin-bottom: 20px;\n}\n.sgps-mobile-trigger:hover { background: rgba(91,144,137,0.05); }\n.sgps-mobile-trigger-icon {\n  width: 22px; height: 22px;\n  border-radius: 50%;\n  background: rgba(91,144,137,0.1);\n  display: flex;\n  align-items: center;\n  justify-content: center;\n  flex-shrink: 0;\n  transition: transform .35s cubic-bezier(.34,1.56,.64,1);\n}\n.sgps-mobile-trigger.open .sgps-mobile-trigger-icon { transform: rotate(180deg); }\n.sgps-mobile-drawer {\n  overflow: hidden;\n  max-height: 0;\n  transition: max-height .4s cubic-bezier(.22,1,.36,1);\n  margin-bottom: 0;\n}\n.sgps-mobile-drawer.open { max-height: 500px; margin-bottom: 24px; }\n.sgps-mobile-drawer-inner {\n  background: var(--white);\n  border: 1px solid var(--border);\n  border-radius: 12px;\n  padding: 12px;\n  display: flex;\n  flex-direction: column;\n  gap: 2px;\n}\n.sgps-mobile-drawer-inner a {\n  display: flex;\n  align-items: center;\n  gap: 8px;\n  padding: 10px 12px;\n  border-radius: 9px;\n  font-size: 13px;\n  font-weight: 500;\n  color: var(--mid);\n  text-decoration: none;\n  transition: background .2s, color .2s;\n}\n.sgps-mobile-drawer-inner a::before {\n  content: '';\n  width: 5px; height: 5px;\n  border-radius: 50%;\n  background: var(--border2);\n  flex-shrink: 0;\n}\n.sgps-mobile-drawer-inner a:hover {\n  background: rgba(91,144,137,0.08);\n  color: var(--teal-d);\n}\n\n\/* \u2550\u2550 RESPONSIVE \u2550\u2550 *\/\n@media(max-width:900px){\n  .sgps-outer { padding: 32px 5% 56px; flex-direction: column; }\n  .sgps-sidebar { display: none; }\n  .sgps-mobile-index { display: block; }\n  .sgps-main { max-width: 100%; }\n}\n@media(max-width:480px){\n  .sgps-item { padding: 14px 16px; }\n  .sgps-card-simple { padding: 14px 16px; }\n  .sgps-identity { padding: 14px 16px; }\n  .sgps-identity-row { flex-wrap: wrap; }\n  .sgps-header h1 { font-size: 24px; }\n}\n<\/style>\n\n<div class=\"sgps\" id=\"sgps-root\">\n  <div class=\"sgps-outer\">\n\n    <!-- \u2550\u2550 SIDEBAR DESKTOP \u2550\u2550 -->\n    <aside class=\"sgps-sidebar\">\n      <div class=\"sgps-index-label\">Contenido<\/div>\n      <ul class=\"sgps-index-list\">\n        <li><a href=\"#sgps-quienes\" class=\"sgps-link\">Qui\u00e9nes Somos<\/a><\/li>\n        <li><a href=\"#sgps-aceptacion\" class=\"sgps-link\">Aceptaci\u00f3n<\/a><\/li>\n        <li><a href=\"#sgps-ingreso\" class=\"sgps-link\">Ingreso y Registro<\/a><\/li>\n        <li><a href=\"#sgps-citas\" class=\"sgps-link\">Proceso de Citas<\/a><\/li>\n      <\/ul>\n      <div class=\"sgps-meta\">\n        <div><strong>Actualizaci\u00f3n<\/strong><\/div>\n        <div>17 sep 2025<\/div>\n        <div style=\"margin-top:8px\"><strong>Redactado por<\/strong><\/div>\n        <div>Santiago Henao Rojas<\/div>\n        <div style=\"margin-top:8px\"><strong>Revisado por<\/strong><\/div>\n        <div>Natalia \u00c1lvarez Correa<\/div>\n      <\/div>\n    <\/aside>\n\n    <!-- \u2550\u2550 CONTENIDO MAIN \u2550\u2550 -->\n    <main class=\"sgps-main\">\n\n      <!-- \u00cdNDICE MOBILE ACORDE\u00d3N -->\n      <div class=\"sgps-mobile-index\">\n        <button class=\"sgps-mobile-trigger\" id=\"sgps-mob-trigger\" onclick=\"sgpsMobileToggle()\">\n          <span>\ud83d\udccb \u00cdndice de contenidos<\/span>\n          <span class=\"sgps-mobile-trigger-icon\">\n            <svg width=\"12\" height=\"12\" viewbox=\"0 0 24 24\" fill=\"none\" stroke=\"rgb(91,144,137)\" stroke-width=\"2.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><polyline points=\"6 9 12 15 18 9\"><\/polyline><\/svg>\n          <\/span>\n        <\/button>\n        <div class=\"sgps-mobile-drawer\" id=\"sgps-mob-drawer\">\n          <div class=\"sgps-mobile-drawer-inner\">\n            <a href=\"#sgps-quienes\" onclick=\"sgpsMobileClose()\">Qui\u00e9nes Somos<\/a>\n            <a href=\"#sgps-aceptacion\" onclick=\"sgpsMobileClose()\">Aceptaci\u00f3n<\/a>\n            <a href=\"#sgps-ingreso\" onclick=\"sgpsMobileClose()\">Ingreso y Registro<\/a>\n            <a href=\"#sgps-citas\" onclick=\"sgpsMobileClose()\">Proceso de Citas<\/a>\n          <\/div>\n        <\/div>\n      <\/div>\n\n      <!-- HEADER -->\n      <div class=\"sgps-header\">\n        <div class=\"sgps-eyebrow\">Documento oficial<\/div>\n        <h1>Pol\u00edticas de Servicio<\/h1>\n        <p class=\"sgps-header-sub\">Al comunicarte con nosotros o usar nuestros servicios, aceptas las cl\u00e1usulas descritas en este documento. Te recomendamos leerlo con calma.<\/p>\n      <\/div>\n\n      <div class=\"sgps-update\">\ud83d\udcc5 \u00daltima actualizaci\u00f3n: 17 de septiembre de 2025<\/div>\n\n      <!-- 1. QUI\u00c9NES SOMOS -->\n      <section class=\"sgps-section\" id=\"sgps-quienes\">\n        <div class=\"sgps-section-head\">\n          <div class=\"sgps-section-num\">1<\/div>\n          <h2>\u00bfQui\u00e9nes Somos?<\/h2>\n        <\/div>\n        <div class=\"sgps-identity\">\n          <div class=\"sgps-identity-row\">\n            <span>Nombre comercial<\/span>\n            <strong>SAUD\u00c9 GENU\u00cdNA<\/strong>\n          <\/div>\n          <div class=\"sgps-identity-row\">\n            <span>Raz\u00f3n social<\/span>\n            <strong>HEALTH AND WELLNESS S.A.S.<\/strong>\n          <\/div>\n          <div class=\"sgps-identity-row\">\n            <span>NIT<\/span>\n            <strong>901.716.886<\/strong>\n          <\/div>\n          <div class=\"sgps-identity-row\">\n            <span>Roles<\/span>\n            <div>Usted = <strong>CONSUMIDOR<\/strong> &nbsp;\u00b7&nbsp; Nosotros = <strong>EMPRESA<\/strong><\/div>\n          <\/div>\n        <\/div>\n        <div class=\"sgps-card-simple\">\n          <p>Somos una empresa registrada ante la C\u00e1mara de Comercio, responsable de toda la parte legal y representativa: lo administrativo, operativo, procesos internos, formatos, facturaci\u00f3n y pol\u00edticas de servicios, entre otros.<\/p>\n        <\/div>\n      <\/section>\n\n      <div class=\"sgps-divider\"><\/div>\n\n      <!-- 2. ACEPTACI\u00d3N -->\n      <section class=\"sgps-section\" id=\"sgps-aceptacion\">\n        <div class=\"sgps-section-head\">\n          <div class=\"sgps-section-num\">2<\/div>\n          <h2>M\u00e9todos de Aceptaci\u00f3n<\/h2>\n        <\/div>\n        <div class=\"sgps-card\">\n          <div class=\"sgps-item\">\n            <div class=\"sgps-item-title\">\u00bfC\u00f3mo se acepta esta pol\u00edtica?<\/div>\n            <div class=\"sgps-item-body\">En el momento en que te comunicas por cualquiera de nuestros canales oficiales \u2014 <strong>WhatsApp, Messenger, Instagram DM, correo electr\u00f3nico o tel\u00e9fono fijo<\/strong> \u2014 est\u00e1s autorizando todas las cl\u00e1usulas aqu\u00ed enunciadas. Esto aplica incluso si te comunicaste a trav\u00e9s de un trabajador afiliado o desvinculado de Health and Wellness.<\/div>\n          <\/div>\n          <div class=\"sgps-item\">\n            <div class=\"sgps-item-title\">Aceptaci\u00f3n por pago o cotizaci\u00f3n<\/div>\n            <div class=\"sgps-item-body\">Pagar o solicitar cotizaciones constituye una forma de aceptaci\u00f3n m\u00e1s formal. Hacerlo nos da derecho de almacenar tus datos personales y confirma tu aceptaci\u00f3n de estas pol\u00edticas de servicio.<\/div>\n          <\/div>\n          <div class=\"sgps-item\">\n            <div class=\"sgps-item-title\">\u26a0\ufe0f Pol\u00edtica de reembolsos<\/div>\n            <div class=\"sgps-item-body\">Deber\u00e1s leer con cuidado la pol\u00edtica de reembolsos. En caso de no terminar servicios o planes ya comprados, aplican <strong>pol\u00edticas estrictas<\/strong> que aceptas al momento de adquirir cualquier servicio con nosotros.<\/div>\n          <\/div>\n        <\/div>\n      <\/section>\n\n      <div class=\"sgps-divider\"><\/div>\n\n      <!-- 3. INGRESO Y REGISTRO -->\n      <section class=\"sgps-section\" id=\"sgps-ingreso\">\n        <div class=\"sgps-section-head\">\n          <div class=\"sgps-section-num\">3<\/div>\n          <h2>Ingreso y Registro<\/h2>\n        <\/div>\n        <div class=\"sgps-card\">\n          <div class=\"sgps-item\">\n            <div class=\"sgps-item-title\">C\u00e1maras de seguridad<\/div>\n            <div class=\"sgps-item-body\">Al ingresar a la cl\u00ednica ser\u00e1s grabado y monitoreado por c\u00e1maras de seguridad con funcionamiento <strong>24 horas al d\u00eda<\/strong>. Estas im\u00e1genes podr\u00e1n ser entregadas a autoridades legales como Polic\u00eda u otras entidades. Al ingresar aceptas ser grabado, bajo buen juramento de fe e intenci\u00f3n.<\/div>\n          <\/div>\n          <div class=\"sgps-item\">\n            <div class=\"sgps-item-title\">Validez de la informaci\u00f3n<\/div>\n            <div class=\"sgps-item-body\">Toda la informaci\u00f3n entregada tiene una <strong>validez de 7 d\u00edas calendario<\/strong> y puede variar \u2014 especialmente en promociones, precios especiales, descuentos exclusivos o precios fijos. Se respetar\u00e1 si ya ten\u00edas agendada y cumpliste tu cita.<\/div>\n          <\/div>\n          <div class=\"sgps-item\">\n            <div class=\"sgps-item-title\">Registro y Habeas Data<\/div>\n            <div class=\"sgps-item-body\">Al registrar tu cita aceptas el <strong>HABEAS DATA<\/strong> bajo la Ley 1581 de 2012. Tienes derecho a solicitar la eliminaci\u00f3n de tus datos. Por obligaci\u00f3n ante el <strong>Ministerio de Salud<\/strong> debemos solicitar: direcci\u00f3n, pa\u00eds, departamento, ciudad, n\u00famero y tipo de documento, celular y correo. Siempre puedes preguntar qu\u00e9 datos se almacenan y con qu\u00e9 objetivo.<\/div>\n          <\/div>\n        <\/div>\n      <\/section>\n\n      <div class=\"sgps-divider\"><\/div>\n\n      <!-- 4. PROCESO DE CITAS -->\n      <section class=\"sgps-section\" id=\"sgps-citas\">\n        <div class=\"sgps-section-head\">\n          <div class=\"sgps-section-num\">4<\/div>\n          <h2>Proceso de Citas<\/h2>\n        <\/div>\n        <div class=\"sgps-card\">\n          <div class=\"sgps-item\">\n            <div class=\"sgps-item-title\">Notificaciones y recordatorios<\/div>\n            <div class=\"sgps-item-body\">Ser\u00e1s notificado por <strong>correo electr\u00f3nico y\/o WhatsApp<\/strong> sobre tu cita. Usamos <strong>MEDILINK<\/strong>, nuestro software de agendamiento, para programar recordatorios previos. 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