Frequently Asked Questions

We’ve compiled a list of frequently asked questions and answers for your convenience. If you don’t find an answer to your question, please contact our customer support for more assistance: customersupport@sanoste.com.

1. What are home delivered activities?
Now you can easily participate in activities, anywhere you are.

Home delivered activities are like any other professionally instructed activities, except these are delivered using teleconference technology to a tablet device or laptop computer instead of a physical presence between the instructor and participant.

You are able to see and hear the instructor through the tablet device or laptop computer, and vice versa. The activities are always in real-time, they are not recordings. The instructor is there to guide and motivate the participants through the entire session.

Are you family or a relative?

You can purchase activities to your close ones from our web store. Our wide selection of activities includes something that interests him or her and elevates his or hers quality of life as well as independence. It is easy and safe to participate from the comfort of ones own home, without the assistance of outsiders. The activities are suitable for all seniors interested in rehabilitative and stimulating  services. There is no age limit to participate. Everybody can join according to their own physical condition.

You can easily purchase an activity as a gift to your close one from our web store. You are never required to commit to a long-term agreement. If you wish, you can order the activity as a continuous order instead of a single order. Our web store automatically charges your account in every 4 weeks. The continuous order is easy to cancel.

You can find further information about the continous order here.

Are you a senior?

Do you wish to continue a dear hobby at home? Or do you want to try something completely new? Are you interested in exercising, singing or professional lectures?

Our activities are designed for seniors. There is no age limit to participate. Everybody can join according to their own physical condition. A professional instructor with a long experience in providing activities for elderly is always present during the activities.  

You can begin by purchasing the activity from our web store for a shorter period of time (a total of 4 times) and continue the order according to your own preferences. You are never required to commit to a long-term agreement.

2. Who can participate in the activities?
The activities are suitable for all seniors interested in rehabilitative and stimulating  services. There is no age limit to participate. Everybody can join according to their own physical condition.

3. What benefits do home delivered activities offer?

Are you family or a relative?

You can purchase interesting activities to your loved ones from our wide selection of activities. These elevate his or hers quality of life as well as independence. It is easy and safe to participate from the comfort of ones own home, without the assistance of outsiders.

Are you a senior?

– You can participate in activities of your liking from anywhere
– Regular activities bring joy and help you to stay in shape
– You can easily continue an already familiar hobby or try something completely new

4. What devices can I participate with?
You can participate using a tablet device or a laptop computer. It is easier to participate in the activities with a tablet device than with a laptop computer as you only need to answer the incoming call. With a laptop computer, the user needs to use the Google Chrome-browser and login to our website. We recommend the application to users who are new to information technology.  

Tablet device

You need a tablet device equipped with the Sanoste application. The application is available for iOS- and Android-operating systems. You can download it free-of-charge from the AppStore or Google Play.

The application is compatible with the following operating systems:
– Android 5, 6, 7 or a newer version
– iOS 10 or a newer version

Your tablet device must be connected to the internet.

NB: The Sanoste application is not optimized for smartphones.

Laptop computer

You can participate in the activities using any laptop computer with a Google Chrome-browser. Your laptop computer must be connected to the internet.

5. Do I need any accessories in order to participate?
In order to participate, you will only need a tablet device equipped with the Sanoste application or a laptop computer with the Google Chrome-browser. Your device must be connected to the internet.

Place your tablet device so that you and the instructor see each other well. We recommend you to use a tablet stand. You can purchase a stand from our web store. Tablet stands are also sold in most electronics stores.

6. How do I download the application to my tablet device?
The Sanoste application is available free-of-charge in the App Store and Google Play. You can easily find the application by typing “Sanoste” into the search field of the selected application store. You can find further instructions here.

If you experience issues while downloading the application, please check that your device has the required operating system version. You can update the operating system from the settings of the device.

The application is compatible with the following operating systems:
– Android 5, 6, 7 or a newer version
– iOS 10 or a newer version

NB: The Sanoste-application is not optimized for smartphones.

You can always ask for assistance from our customer service: customerservice@sanoste.com.

7. How do I purchase an activity?
You can purchase activities through the Sanoste application or from our web store. You need to register in order to purchase the activities. You can either register in the application or in our web store by clicking “Login”.

Please notice that the purchase must be made 24 hours prior to the beginning of an activity.

8. What payment methods are available?
Our web store accepts the most common payment methods, safely and securely. Our shopping cart provides a secure payment gateway (128-bit SSL-encrypt). We never save or store the debit- and credit card numbers of our customers.

Our payment methods:

  • Online bank payment: e.g. Aktia, Danske Bank, Handelsbanken, Nordea.
  • Credit cards (Visa, Mastercard)
  • Debit cards (Visa, Mastercard)

Continuous order

You can order the activity as a continuous order instead of a single order. Choose the desired activity from our web store and place it in the shopping cart. Then choose the option “I want to make a continuous order” in the shopping cart, fill in your payment details and confirm the order. Our web store automatically charges your account in every 4 weeks. The continuous order is active for the time being. You will receive a receipt by email of each charge made to your credit card.

You can find further information about the payment methods here.

9. Can I order an activity as a gift?
You can also purchase the activities as presents from our web store. You will need to add the email address of the recipient. Please ensure that the recipient has the Sanoste application installed if participating with a tablet device. Use the recipients email address to login.

Please notice that the purchase must be made 24 hours prior to the beginning of an activity.

You can find further instructions about purchasing presents here.

10. How do I participate in an activity?
Participation in an activity is done by answering the incoming call. The instructor calls either your tablet device or laptop computer when the activity starts.

The activities are always arranged according to the predetermined schedule. Group dates and times are stated in our web store. We will send you a confirmation email after your purchase, from which you will also be able to find the date and time for your activity.

You can find further instructions about participation here.

11. Is the activity continuous or does it cause any other expenses in addition to the price mentioned in the web store?
The exact price and length of all activities are always stated in our web store. The order does not automatically continue after completion. The purchase of an activity does not result in other expenses.

You can always ask for assistance from our customer service: customerservice@sanoste.com

12. Can I cancel an already ordered activity?
You can cancel an order within 14 days after purchase. A written request should be sent to customerservice@sanoste.com and needs to contain the following information: name and address as well as order- and customer-number. You can find this information in the order confirmation email.

If an order is made within 14 days of the start of an activity, the customer loses the right to cancel that specific order.

Cancelling a continuous order

You can cancel a continuous order easily by clicking the link that you have received in the order confirmation email. The order is cancelled after 4 weeks.

You can find further information about the payment Terms and Conditions here.

13. Can I participate at a compensatory time if I am unable to attend a scheduled session?
The activities are always arranged at the predetermined time and date. You accept these schedules when purchasing an activity from our web store. We do not unfortunately compensate or reimburse missed activity sessions to our customers.

14. How is personal privacy and information security taken into consideration?
The delivered activities are information secure and participant privacy is taken into account in all sessions. Hence, other participants are unable to see or hear you.  

Information security:

The activities are delivered using teleconference technology with a high quality and secure connection. The activities are not health services and information regarding the health of the participants is never transferred or processed during a session. The name of the participant is only visible to the instructor during the session. The address information of the participant is only available in emergencies. The information is authenticated, meaning that any viewings of the information will always be registered in our database. Unauthorized viewing of the information is also restricted.

Protection of privacy:

Only the instructor of the course is able to see and hear the participant. The participant is only able to see and hear the instructor and none of the other participants.

Do you need more information?

Contact our customer support: customersupport@sanoste.com.