Terms, privacy and complaints

Terms and conditions

1. Who provides the service

2. What the service is

Solace IV administers IV drips at a location agreed with the client, through nurses registered with the Portuguese Nursing Board (Ordem dos Enfermeiros). The service includes the pre-session assessment, all materials, the administration and supervision throughout the session.

This is not an emergency service and does not replace medical assessment, diagnosis or treatment. In an emergency, call 112 (the European 911) or go to the hospital.

3. Who may book

The service is for people aged 18 to 65 who are able to give consent; over 65, only after an individual medical assessment. In line with the clinical protocol, there are no sessions during pregnancy (or possible pregnancy) or breastfeeding, or for anyone with diabetes or active cancer. Every person receiving a drip fills out their own health form and signs their own consent, even when the booking is made by someone else.

4. How booking works

• Requests are made through the website, with the health form filled out and signed.
• A request is not yet a confirmed booking. Solace IV receives it, reviews the clinical information and contacts the client.
• The booking is only complete once it has been paid for. Until payment is received, the time slot is not held and may be given to another client.
• If the form raises safety concerns, Solace IV contacts the client before confirming and may require a prior medical assessment.

5. Right to decline for safety reasons

Solace IV may decline or stop a session, before it starts or while it is underway, whenever it believes there is a risk to the client’s health, even if the booking has been confirmed and paid for. In that case, the full amount paid is refunded. This is a clinical decision.

6. Client obligations

• Provide true and complete information about allergies, medication, illness and pregnancy.
• Provide a space at the location where the client can sit or lie down comfortably, with good lighting and a bathroom nearby.
• Be present at the scheduled time. A 15-minute grace period applies.
• Not ask for any substance brought by the client to be administered.

7. Prices

• The prices shown on the website on the date of the request apply. They include materials, travel within the stated area and supervision.
• Travel: outside the included area, the fee shown on the booking form is added. Outside the region, travel is quoted and agreed on before confirmation.
• Time of day: sessions starting from the time stated on the form carry the surcharge shown there.
• Groups: the price is per person, with the discount shown on the website once the group reaches the stated number of people.
• VAT: the prices shown do not include VAT. If an invoice is requested, VAT is added at the applicable legal rate.

8. Payment

At the end of your request, you choose between paying for the session in full or booking with a deposit and paying the rest on the day. Paying in full in advance is done by bank transfer, using the reference shown at the end of the request. The deposit can be paid by credit or debit card, through a SumUp payment link, or by bank transfer. Any amount still due is paid on the day, before the session starts: we accept card, cash or bank transfer. The session does not start until payment has been made. Payments in cash or by bank transfer get the discount shown on the website when you make the request; card payments have no discount. The booking is complete once the amount due at that point has been paid. A receipt is issued for every session.

9. Liability

Solace IV is liable, under general law, for damage resulting from deficient performance of the service and holds professional liability insurance. It is not liable for the consequences of false, incomplete or withheld information on the health form, or of the client not following the instructions given after the session.

10. Right of withdrawal

Because this is a distance contract, the client has 14 days to withdraw from it without giving a reason, under Portuguese Decree-Law 24/2014. If the client expressly asks for the service to begin before that period ends and the service is fully performed, the right of withdrawal ends once the service has been performed.

11. Governing law

Portuguese law applies.

Privacy and data

1. Data controller

Lemos & Amaral, Lda., owner of the Solace IV brand, tax ID 519734432. Contact for personal data matters: solaceiv26@gmail.com.

2. Data collected

• Identity and contact: name, date of birth, cell phone number, email, address where the session takes place.
• Health data: allergies, medication, reported conditions, weight, vital signs measured during the session, medication administered and how the session went.
• Consent: signature and date of acceptance.
• Payment: amount, method and reference. We never collect or store card details: card payments are made directly with SumUp.

3. Legal basis and purpose

• Providing the service safely and complying with the duty to keep clinical records, under Articles 6(1)(b) and 9(2)(h) of the GDPR.
• Explicit consent given on the form, under Article 9(2)(a) of the GDPR.
• Compliance with legal and tax obligations and defense of legal claims.

4. Who has access

• The nurse responsible for the session.
• The supervising physician, who reviews each request before the session and writes the prescription for drips that contain prescription medication.
• SumUp, when you pay by card (payment link or card reader), for payment data only.
• The accountant, for invoicing data only.
• Health or judicial authorities, when required by law.

Data is not sold, transferred or shared with third parties for any other purpose.

5. Retention and location

Data is stored in a management app for professional use, hosted on Firebase by Google Ireland Limited, with access protected by sign-in and a personal code. Some processing may take place outside the European Economic Area, under the standard contractual clauses approved by the European Commission.

• Clinical records: 5 years after the last contact, unless the law requires a longer period.
• Invoicing: 10 years, as required by tax law.
• Requests that did not lead to a session: deleted within 90 days.

6. Data subject rights

The data subject may, at any time, request access to their data, its correction or erasure, restriction of processing and data portability, object to processing and withdraw consent. Withdrawing consent does not affect the lawfulness of earlier processing or the clinical records that must be kept by law.

Requests should be sent to solaceiv26@gmail.com and are answered within 30 days.

7. Supervisory authority

Complaints may be filed with the Portuguese data protection authority, the CNPD (cnpd.pt).

8. Google reviews on the site

On the home page, the reviews section requests Solace IV’s rating and reviews from Google, directly from your browser. As with any request on the internet, Google receives your IP address and technical data about your browser, which it handles under the Google Privacy Policy. This site does not store cookies on your device.

Cancellations and refunds

Cancellation by the client

• More than 24 hours in advance: the session is rescheduled or the full amount paid is refunded, at no cost.
• Less than 24 hours in advance, or if the client is not there at the scheduled time: there is no refund. Materials are prepared specifically for each session, and the time slot can no longer be offered to other clients.
• Lateness: a 15-minute grace period applies. After that, if the client cannot be reached, the session counts as a no-show.

Cancellation by Solace IV

The full amount paid is refunded, or the session is rescheduled, whichever the client prefers. The same applies if a delay makes the session impossible.

Declined for safety reasons

If, after assessment, the session is found to be unsafe, it does not go ahead and the full amount paid is refunded, with no penalty to the client.

Refunds

Refunds are made to the original payment method within 14 days of the cancellation notice.

Informed consent

This is the text each person reads to the end and signs on the health form before the session. It is available here to read, before and after the session.

Solace IV · Lemos & Amaral, Lda. · Tax ID (NIF) 519 734 432 · Version CI-2026-11-03

This document explains the treatment I am about to receive, what it is for, its risks, the alternatives and my rights. I must read it to the end before signing. If anything is unclear, I can ask before signing (by WhatsApp or phone, +351 928 290 815) or ask the nurse before the session starts. The session only starts once my questions have been answered.

1. Who provides the treatment

• Solace IV provides a mobile nursing service at my home or wherever I am staying. It has no premises open to the public and is not an emergency service.
• Before the session, a doctor reviews my health form in a screening consultation (by video call or in person) and decides whether the treatment can go ahead. If it can, the doctor writes an individual prescription, for me and for that session only, setting out the components and doses.
• The IV is placed and monitored by a nurse registered with the Portuguese Nursing Board (Ordem dos Enfermeiros), who identifies themselves and shows their professional ID card before starting and stays with me for the entire infusion.
• Only medicines authorized in Portugal, with the intravenous route approved, are used. Nothing brought by me or by anyone else is given.

2. What it involves

• The nurse confirms my identity, goes over this form with me, checks that there is no reason not to give the treatment and measures my blood pressure, pulse, blood oxygen level and temperature. If any reading is outside the limits set in the clinical protocol, the treatment does not go ahead, or only goes ahead on a doctor’s decision.
• The nurse places a catheter (a thin, flexible tube) in a vein in my arm or hand. The needle is only used to insert it and is removed straight away.
• For about 45 to 60 minutes, I receive a 1000 mL drip (0.9 % sodium chloride or Ringer’s lactate). Depending on the drip chosen and the doctor’s prescription, the following may be added to it:
  • vitamin C (ascorbic acid);
  • vitamins B1 (thiamine), B6 (pyridoxine) and B12 (cyanocobalamin);
  • magnesium (magnesium sulfate);
  • only in drips with medication: ondansetron (for nausea and vomiting), pantoprazole (protects the stomach) and ketorolac (a non-steroidal anti-inflammatory, for pain and inflammation, given only after part of the drip).
• The doctor may adjust the doses or leave out components. Before starting, the nurse tells me exactly what I am going to be given.
• My vital signs are measured again halfway through and at the end of the infusion. At the end, the catheter is removed and I remain under observation on site for at least 15 minutes (30 minutes if the drip contains medication), with a final check at the end of that time.

3. What it is for and what to expect

• The purpose is hydration and the replenishment of fluids, minerals and vitamins and, in drips with medication, relief of nausea, vomiting and pain.
• It is not a treatment for any disease and does not replace a medical consultation, diagnosis or treatment.
• Effects vary from person to person and no result is guaranteed. In healthy people, the scientific evidence on the benefits of intravenous vitamins is limited, there is no proof that a drip shortens a hangover, and replacing fluids and magnesium after exercise does not improve athletic performance.

4. Risks and side effects

Like any treatment that involves a needle in a vein and the administration of medicines, this treatment carries risks. Most are mild and go away on their own; some are rare but can be serious.

4.1. From the needle and the drip (all drips)

• Common: pain or stinging at the needle site; bruising; a cold feeling in the arm; needing more than one attempt to place the catheter.
• Uncommon: inflammation of the vein (phlebitis), with pain, redness or a hard cord; fluid leaking out of the vein, with swelling and pain at the site; dizziness, paleness, sweating, nausea or fainting (vasovagal reaction); headache.
• Rare but potentially serious: infection at the needle site or in the bloodstream; a blood clot in the vein; nerve injury, with pain, numbness or tingling that may take time to go away; a severe allergic reaction (anaphylaxis), with shortness of breath, swelling of the face or throat and a drop in blood pressure, which can be life-threatening; fluid overload, with shortness of breath and swelling, especially in people with heart or kidney disease; changes in blood mineral levels; air entering the vein (air embolism), which is very rare.

4.2. From each component

• Base fluid (sodium chloride or Ringer’s lactate): it can cause fluid overload, especially in people with heart or kidney disease, and is not given to anyone who already shows signs of overload or swelling. Ringer’s lactate is not used in people with high potassium (hyperkalemia) or lactic acidosis.
• Vitamin C: thirst, a feeling of warmth or nausea. At high doses, it can destroy red blood cells (hemolysis) in people with G6PD deficiency and encourage kidney stones. Drips with vitamin C are therefore not given to people with G6PD deficiency, excess oxalate or calcium in the urine, or recurrent or oxalate kidney stones; for people with iron overload (hemochromatosis, thalassemia) or mild kidney disease, only on a doctor’s decision. During the infusion and for some hours afterward, it can give falsely high finger-prick blood sugar readings and affect the results of some blood tests.
• Vitamins B1, B6 and B12: a feeling of warmth, a characteristic taste or smell and, rarely, an allergic reaction; with thiamine (B1), very rarely, a severe allergic reaction. They are not given to people who are allergic to thiamine, vitamin B12 or cobalt. If the vitamin B12 available can only be given into a muscle, I receive it separately, as a small injection.
• Magnesium: warmth and flushing, dizziness and, if given too quickly, a drop in blood pressure and pulse. It must not be given to people with second- or third-degree heart block or damage to the heart muscle, or to people with myasthenia gravis. It can interact with medicines that cause drowsiness, with muscle relaxants used in anesthesia and with some heart medicines (digitalis).
• Ondansetron: headache, constipation, warmth and dizziness. Rarely, changes in heart rhythm, especially together with other medicines that affect heart rhythm. Combined with certain antidepressants, it can cause a rare reaction called serotonin syndrome. It must not be given to anyone who: is allergic to ondansetron or to medicines of the same group; takes apomorphine; has congenital long QT syndrome or a known long QT interval; has a pulse below 55 beats per minute; has low potassium or magnesium that has not been corrected; or takes medicines that prolong the QT interval (for example, amiodarone, erythromycin or antipsychotics).
• Pantoprazole: headache, diarrhea, nausea and, rarely, an allergic reaction. It must not be given to people allergic to pantoprazole or similar medicines, or to people taking atazanavir, nelfinavir or rilpivirine (HIV medicines).
• Ketorolac: stomach pain or irritation and, rarely, an ulcer or gastrointestinal bleeding; worsening kidney function, especially if I am dehydrated; a greater tendency to bleed; an asthma attack in people with asthma or an allergy to anti-inflammatories or aspirin. It is only given after at least 500 mL of the drip and once I am passing urine; without the doctor’s approval, the drip is given without ketorolac. It must not be given to anyone who: is dehydrated; has an active ulcer or has ever had gastrointestinal bleeding, an ulcer or a perforation; has or has had asthma, nasal polyps, angioedema or bronchospasm with anti-inflammatories; takes blood thinners, corticosteroids (cortisone) by mouth or by injection, or SSRI antidepressants; has a clotting disorder or has had a brain hemorrhage; has moderate or severe kidney disease, severe heart failure or uncontrolled high blood pressure; has taken another anti-inflammatory or aspirin in the previous 24 hours. For a hangover, it is also not given to anyone with pain in the upper stomach or who has been drinking alcohol every day over the last few days. Over 65, it is avoided or the dose is reduced. Nor is it given during pregnancy or breastfeeding.

I understand that these risks increase if the information I give about my health is incomplete or untrue.

5. When the treatment cannot be given

It is not given in cases of:

• pregnancy, possible pregnancy or breastfeeding;
• age under 18;
• diabetes of any type (type 1, type 2 or gestational);
• active cancer;
• severe heart failure, or heart failure that has worsened in the last 3 months; chest pain or unstable coronary disease in the last month;
• moderate to severe chronic kidney disease (filtration rate below 45), dialysis, or creatinine above 1.5 mg/dL;
• moderate or severe liver disease;
• a fever of 38.5 °C (101.3 °F) or more, or a suspected widespread infection;
• a known allergy to a component of the drip (including thiamine, vitamin B12 or cobalt), or a severe allergic reaction (anaphylaxis) in the past;
• clotting problems: blood thinners with an unstable INR or an INR outside 2.0 to 3.5; a direct oral anticoagulant taken in the previous 24 hours; platelets below 100,000; or a known bleeding disorder;
• known changes in blood potassium, magnesium or calcium that have not yet been corrected;
• alcohol or other substances in the previous 6 hours, or signs of intoxication;
• a severely weakened immune system (immunosuppression) or a chronic disease that is not under control;
• warning signs such as chest pain or tightness, shortness of breath, itching or redness all over the body, very low blood pressure, dizziness or fainting, palpitations with feeling unwell, confusion, unusual drowsiness or a seizure, a sudden and very severe headache, vomiting blood, black stools, severe abdominal pain, severe dehydration, or vomiting or diarrhea for more than 48 hours. In those cases, the right course is to call 112 or go to an emergency department.

Drips with vitamin C are not given to people with G6PD deficiency, excess oxalate or calcium in the urine, or recurrent kidney stones.

If I am an athlete subject to anti-doping testing, I must say so: the World Anti-Doping Agency’s Prohibited List bans intravenous infusions of more than 100 mL in 12 hours, except during hospital treatment, surgery or diagnostic tests, or with a therapeutic use exemption. The Performance Drip is therefore not given to athletes subject to testing.

It is only given on a doctor’s written decision, after an individual assessment, if I am over 65, if I have had an IV drip in the previous 14 days, or if, on the day, my temperature is between 37.8 °C and 38.4 °C or my blood pressure or pulse is outside the protocol’s reference values.

Some components have their own contraindications, described in point 4.2. In those cases, the doctor leaves that component out or suggests another drip.

The doctor or the nurse may decline or stop the treatment whenever there is a risk to my safety, including if the location is not suitable. If the session does not go ahead for safety reasons, the amount paid is refunded in full.

6. Alternatives

Instead of this treatment, I can: drink water or an oral rehydration solution; take vitamins or medicines by mouth, with advice from a health professional; book a medical appointment or call the SNS 24 helpline (808 24 24 24); in a serious situation, go to an emergency department or call 112; or simply not have this treatment. The choice is mine.

7. My responsibilities

• To give true and complete information about my health, allergies, medication (including supplements and herbal products), pregnancy, substance use and whether I am an athlete subject to anti-doping testing, and to report any change before the session starts.
• To tell the nurse straight away if, during the infusion, I feel pain, stinging, swelling, shortness of breath, itching, palpitations, dizziness or any other discomfort.
• Not to touch the catheter or the drip tubing, or change the infusion rate.
• To follow the written instructions I am given at the end of the session.
• I am aware that if I leave out or misstate information, I put my health at risk and may contribute to any harm that results.

8. After the session

• After a drip with magnesium or with medication (anti-nausea or anti-inflammatory), I should not drive or operate machinery for the next 4 to 6 hours. After any drip, I should not drive or operate machinery while I feel dizzy, drowsy or unwell.
• If I was given ketorolac, I should not take any other anti-inflammatories (ibuprofen, naproxen, aspirin, diclofenac…) for the next 24 hours, unless a doctor advises otherwise.
• If I was given vitamin C and I check my blood sugar with a finger-prick test or have blood tests in the next 24 hours, I should say that I had the drip: the results may be affected.
• I call 112 straight away if I have: swelling of the lips, tongue or throat; shortness of breath; chest pain; the arm with the IV site red, hot and painful along the vein; marked drowsiness, dizziness, blurred vision or exhaustion; confusion or fainting; a high fever with chills; vomiting blood or black stools.
• For any other questions or if I feel unwell, I contact the nurse, who leaves me their number for the rest of the day (+351 928 290 815), or the SNS 24 helpline (808 24 24 24).
• Adverse reactions are reported to Infarmed (the Portuguese medicines authority), and I can also report them myself on the Portal RAM.

9. My rights

• To ask questions and receive clear answers, in Portuguese or English, before signing and before the session starts.
• To refuse the treatment, or to withdraw this consent and ask for the treatment to be stopped, at any time, even after it has started, without giving a reason. My decision is always respected and does not affect any care I need at that moment. Anything already given cannot be taken back.
• To ask for a copy of this form and this consent.
• To file a complaint in the Complaints Book (www.livroreclamacoes.pt) or with the Health Regulatory Authority (Entidade Reguladora da Saúde).

10. Personal and health data

• Controller: Lemos & Amaral, Lda., owner of the Solace IV brand, Tax ID (NIF) 519 734 432. Contact: solaceiv26@gmail.com.
• Purpose: to assess whether the treatment is safe, to prescribe, give and record it, to contact me about the session and to meet legal obligations. Health data is processed for the provision of health care by professionals bound by confidentiality (Article 9(2)(h) of the GDPR) and with my explicit consent (Article 9(2)(a)).
• Who sees it: only the nurse and the doctor responsible for the session and, where the law requires it, the authorities.
• Other companies: my data is not sold, passed on or shared with other companies for their own purposes (advertising, marketing, insurance or anything else). It is only processed, on Solace IV’s behalf and under contract, by the providers that host the app (see “Where it is kept”).
• Where it is kept: in a secure app hosted on the Firebase service of Google Ireland Limited. Some processing may take place outside the European Economic Area, under the standard contractual clauses approved by the European Commission.
• For how long: the clinical record, for 5 years after the last contact, unless the law requires longer; forms that never lead to a session are deleted within 90 days.
• My rights: to request access to, correction, erasure, restriction or portability of my data, to object to the processing and to withdraw consent, without affecting anything done before or the clinical record the law requires to be kept. I can complain to the Portuguese data protection authority, the CNPD (www.cnpd.pt).

11. Validity and signature

• This consent applies to the session for which I am filling in this form. Before any future session, the team checks with me whether anything has changed and may ask me to fill in a new form and sign a new consent. If the drip or the medicines change, their specific risks are explained to me first.
• I accept that the signature I make on this form, with my finger or mouse, identifies me and is equivalent to my handwritten signature. The date, the time and the version of this text are recorded.

Declaration

I declare that I have read this document to the end and understood it; that I have been able to ask questions and know that I can ask them before the session starts; and that the information I have given about my health is true and complete. Freely and with full knowledge, I consent to my form being reviewed by a doctor and to receiving the drip and the components prescribed for me, on the terms described in this document.

Complaints

Complaints may be filed through Portugal’s official online Complaints Book (Livro de Reclamações Eletrónico), which has the same legal standing as the paper version.

www.livroreclamacoes.pt