Rose Physio HUB — Terms & Conditions of Service

Effective Date: [Insert Launch Date — e.g., 24 November 2025]

These Terms & Conditions (“Terms”) govern your access to and use of the Rose Physio HUB (“RPH”, “we”, “us”, “our”, or “the Platform”) website, mobile applications (iOS and Android), and web portal.
RPH is a UK-based digital SaaS platform designed for physiotherapy clinics, independent Practitioners, and their Clients.

By registering for or using any RPH service, you confirm that you have read, understood, and agree to be legally bound by these Terms.
The Terms are displayed on all interfaces and during the signup process.

1. Description of Service

Rose Physio HUB provides an integrated platform that supports client onboarding, appointment booking, programme assignment, secure messaging, payment processing, and clinical documentation. The platform is designed to streamline operations for physiotherapy clinics and support improved patient outcomes.

1.1 Target Users

RPH supports multiple user roles, including:

• Clients (Patients)
• Practitioners (Physiotherapists)
• Clinic Managers
• Clinic Staff
• Platform Admins

1.2 Compliance

RPH is designed with strict adherence to:

• UK GDPR
• Data Protection Act 2018
• HCPC standards
• Applicable UK clinical data-handling requirements

1.3 Availability

RPH services are accessible through:

• Dedicated web portal
• iOS and Android mobile applications

2. User Roles, Registration, and Access

Access permissions on RPH are strictly role-based and enforced at API and interface levels.

2.1 Clients (Patients)

A Client is an individual accessing physiotherapy services through RPH.

Registration

Clients may register independently by providing:

• Name
• Email (username)
• Password
• Phone number
• Date of birth
• Gender
• Country

Alternatively, Clients may be manually imported by a Practitioner, Manager, or Staff member.

Access & Payments

• Clients operate on a pay-per-use model.
• No subscription is required for access to RPH general features, the Public Video Library, or Blog content.
• Payments for appointments and custom programmes are completed via Stripe Checkout.

Programme Requests

• Clients may request custom exercise programmes by selecting from up to 20 Practitioner-defined categories.
• Each request is paid individually via Stripe.

Content Access

• Public Video Library: Free and accessible to all Clients.
• Private Videos: Only visible if included in a programme specifically assigned by the Client’s Practitioner.

Data History

Clients retain full access to their historical:

• Chats
• Appointments
• Invoices
  Clients may freely change Practitioners at any time without losing past data.

2.2 Practitioners

A Practitioner is a UK-licensed physiotherapist registered with a recognised professional body (e.g., HCPC).

Account Activation

• Practitioners must provide full registration details, including Profession, Professional/Registered Body, and Licence/Registration ID.
• Practitioner accounts are inactive by default and must be reviewed and manually activated by an RPH Admin.

Subscriptions

• Practitioners must maintain an active monthly or annual subscription (Starter, Growth, or Advanced) to access RPH tools, assign programmes, or set availability.

Programme Limits

• Programme assignments are subject to monthly quotas based on the Practitioner’s subscription tier.

Payments

• Practitioners must securely connect a Stripe account to receive payments.
• Practitioners receive 100% of the Client payment for appointments and programme requests.

Clinical Documentation

• Only Practitioners may assign treatment programmes.
• SOAP Notes are recorded by Practitioners and stored securely.
• SOAP Notes are not visible to Clients.

2.3 Clinic Staff & Clinic Managers

Staff

• Staff members provide operational support only.
• They cannot assign treatment programmes.
• They may manage and edit calendars for all Practitioners within their Clinic.

Clinic Managers

• Oversees operations, team activity, billing, and usage insights.
• Cannot assign treatment programmes or manage a personal booking calendar.

3. Financial Terms & Payment Processing

All financial transactions on RPH are processed securely through Stripe Connect.

3.1 Payments from Clients to Practitioners

• Clients pay through Stripe Checkout for appointments and programme requests.
• 100% of the payment is transferred directly to the Practitioner's connected Stripe account.
• An invoice containing the Stripe transaction ID is automatically generated for each transaction and is available to both Client and Practitioner.

3.2 Subscriptions (Practitioners & Clinics)

• Practitioners and Clinics pay subscription fees to RPH monthly or annually.
• Clinic subscriptions are calculated based on the number of Practitioners; Manager roles are excluded from team size calculations.

3.3 Refunds & Cancellations

Appointments

• Clients may cancel or reschedule up to 24 hours before the appointment start time.
• Cancellations within 24 hours are not eligible for refunds.
• Refunds are processed via Stripe for eligible cancellations.

Programmes

• Refunds are only available if the Practitioner has not yet created or fulfilled the programme.

Vouchers

• Practitioners, Managers, and Staff may generate discount codes (1%–100%).
• Vouchers apply to appointments and programme requests but not to subscriptions.

4. Content & Intellectual Property

4.1 Video Libraries

RPH maintains two separate video libraries:

Public Video Library

• Curated educational videos reviewed and approved by RPH Admins.
• Stream-only; downloading is not permitted.
• Accessible to all Clients, Practitioners, Managers, and Staff.

Private Uploads

• Practitioners or Staff may upload private videos for tailored programmes.
• Private videos are visible only to:
  • The uploading Practitioner/Staff
  • The assigned Client
• Private videos are not searchable or visible to other Practitioners or team members, even within the same Clinic.

4.2 Moderation & Violations

• Admins oversee moderation of public content.
• Clients may flag public or private videos for review.
• Admins may suspend or remove content or accounts that breach these Terms, GDPR, or HCPC standards.
• Admins may deactivate flagged videos but cannot edit or delete private videos uploaded by Practitioners or Staff.

5. Security & Data Protection

RPH implements industry-standard encryption and security practices:

• Data transmission and storage use AES-256 and SSL/TLS encryption.
• The platform complies with UK GDPR and the Data Protection Act 2018.
• Client health data (including SOAP Notes) is encrypted and accessible only to authorised Practitioners.
• Secure real-time chat supports file attachments and is confined to authorised communication channels.

6. Liability & Governing Law

6.1 Practitioner Liability

Practitioners act as independent professionals.
RPH is a digital service platform and is not responsible for treatment outcomes, clinical decisions, or professional conduct.
Practitioners must maintain registration with their appropriate Professional/Registered Body (e.g., HCPC).

6.2 Platform Governance

RPH Admins maintain the right to:

• Moderate content
• Control user access
• Enforce compliance
• Suspend or terminate accounts for violations

6.3 Governing Law

As the platform is designed for UK-based physiotherapy services, these Terms shall be governed by and interpreted in accordance with the laws of England and Wales.