Physiawy LLC Terms of Service

Version: 1.1 Document date: 1 October 2026 Effective date: 10 October 2026. Operator: Physiawy LLC

These Terms govern access to and use of the Physiawy website, applications, administrative portals, communications, and related services, together called the Platform.

They are written for a scalable, multi-clinic healthcare platform and are not limited to one clinic, city, service area, or number of participating organisations.

1. Agreement and corporate particulars

1.1 Physiawy LLC, referred to as Physiawy, we, us, or our, operates the Platform.

1.2 The Platform helps patients, clinics, and appropriately qualified healthcare professionals coordinate physiotherapy and rehabilitation services, including home visits where available.

1.3 By creating an account, accepting an invitation, requesting or providing a service, accepting a policy, or otherwise using the Platform, a user agrees to these Terms and acknowledges the Privacy Notice.

1.4 A clinical consent presented for a healthcare service is additional to these Terms and does not replace them.

1.5 A person using the Platform for an organisation confirms that the person is authorised to act for that organisation. Organisational access does not grant authority beyond the role and permissions assigned to the account.

1.6 This version identifies the operator by name. The general public contact for platform support, privacy requests, legal notices, complaints, personal-data requests, and policy questions is admin@physiawy.com.

1.7 This version does not publish a registered office, registration number, tax number, licence number, any other email address, or a public telephone number. Omission of those particulars is not a statement that they have been independently verified, and it is not a statement that they do not exist.

2. Eligibility and accounts

2.1 A user must provide accurate, current, and complete information.

2.2 An account is personal and must not be shared, transferred, sold, or used to impersonate another person.

2.3 A person must be at least 18 years old to create and control an independent account.

2.4 Services involving a minor may be supported only through a verified parent or lawful guardian and only where the Platform supports the necessary authority, consent, safeguarding, and clinical controls.

2.5 Physiawy may require identity, contact, professional-credential, clinic-affiliation, and multi-factor-authentication checks.

2.6 A profile or Platform role does not replace a professional, facility, business, or regulatory licence required by law.

2.7 Users must protect passwords, one-time codes, authenticators, recovery materials, devices, and sessions.

2.8 Users must promptly report suspected unauthorised access.

2.9 Access is role-based and organisation-bound. Users must not attempt to access information, organisations, patients, records, or functions outside their authorised role and relationship.

3. Purpose of the Platform

3.1 The Platform provides technology supporting:

• account and identity management;
• clinic and professional onboarding;
• service discovery;
• service-area and eligibility checks;
• appointment and home-visit coordination;
• clinical workflows and records;
• patient consent;
• pricing configuration and transaction evidence;
• audit trails;
• security and compliance controls;
• authorised communications;
• complaint handling; and
• other governed healthcare-platform functions.

3.2 Healthcare is delivered by appropriately qualified and licensed clinics and healthcare professionals.

3.3 Unless a separate written agreement expressly states otherwise, a clinic or healthcare professional is not an employee, agent, or representative of Physiawy LLC merely because that person or organisation uses the Platform.

3.4 Physiawy LLC remains responsible for operating the Platform and meeting its own legal duties.

3.5 Each clinic and healthcare professional remains responsible for the clinical decisions, professional duties, qualifications, licences, conduct, records, and care for which applicable law makes that clinic or professional responsible.

3.6 Nothing in these Terms excludes a responsibility that applicable law places on Physiawy LLC.

3.7 Service availability may depend on:

• location;
• an approved service-area polygon;
• clinic and professional eligibility;
• category;
• schedule;
• capacity;
• clinical suitability;
• safety;
• law;
• professional judgement; and
• other governed rules.

3.8 The Platform may decline, defer, suspend, or refer a request where a required condition is not satisfied.

4. Clinical pathway

4.1 An appropriately qualified Specialist or Consultant may conduct the initial clinical assessment, determine the initial plan, and perform required reassessments.

4.2 A Physiotherapy Practitioner may deliver later treatment sessions within the authorised care plan, professional competence, and applicable scope of practice.

4.3 The exact pathway may vary according to the patient, diagnosis, applicable law, professional judgement, clinic governance, and service availability.

4.4 Platform information, category selection, eligibility rules, or automated results do not constitute a diagnosis and do not replace individual professional assessment.

4.5 A clinician may decline, pause, modify, refer, escalate, or end care where clinically or legally appropriate.

4.6 Physiawy does not guarantee a diagnosis, treatment, clinician, result, recovery period, or number of sessions.

5. Home visits and service areas

5.1 A service address and location may be used to determine whether a request falls within an approved service-area polygon.

5.2 Availability for one address, location, clinic, or time does not guarantee availability elsewhere.

5.3 The patient or responsible adult must provide a reasonably safe, lawful, and suitable environment for a home visit.

5.4 The patient must disclose material safety concerns and provide accurate access instructions.

5.5 An appropriate guardian or support person must be present for a minor or vulnerable person where required.

5.6 A professional may refuse to enter or may leave an environment that is unsafe, threatening, unlawful, materially unhygienic, or unsuitable for the proposed service.

5.7 The Platform must not be used to request care where the clinic or professional is not legally authorised to provide it.

6. Requests, appointments, and changes

6.1 A request is not a confirmed appointment until the Platform confirms it.

6.2 Serviceability review, availability, professional selection, clinical review, or other governed steps may be required before confirmation.

6.3 Users must review appointment details and promptly report errors.

6.4 A clinic or professional may request a clinically necessary change.

6.5 A booking may be suspended or cancelled where reasonably required for:

• safety;
• legal compliance;
• suspected fraud;
• professional unavailability;
• clinical unsuitability;
• incorrect information;
• Platform integrity; or
• a material breach.

6.6 Cancellation, rescheduling, non-attendance, and refund rules must be shown before they create a financial obligation.

6.7 Until an approved cancellation and refund policy is published, no unpublished charge or forfeiture may be imposed through the Platform.

7. Prices, commercial rules, and payment

7.1 An applicable patient price must be disclosed before the patient becomes bound.

7.2 Prices may be configured and changed prospectively using governed, versioned rules.

7.3 Prices may vary lawfully according to the authorised offering, clinic, service area, professional, category, session type, date, or other disclosed factor.

7.4 A price confirmed for a transaction must be preserved as evidence for that transaction unless lawfully corrected or changed with the patient’s agreement.

7.5 Commercial allocations between Physiawy LLC, clinics, and professionals are governed separately from the patient-facing price.

7.6 A later change to a commercial allocation must not silently alter a previously confirmed patient price or completed financial record.

7.7 Commercial rules must not interfere with clinical independence or professional duties.

7.8 The Platform does not currently process online card payments.

7.9 No user should enter payment-card or payment-provider credentials unless an authorised payment feature and corresponding legal terms are activated.

7.10 If payment is introduced later, the Platform must disclose the payment method, currency, taxes, charges, cancellation terms, and refund terms before the patient becomes bound.

8. Emergencies and unsuitable use

8.1 The Platform is not an emergency service.

8.2 It must not be used for a life-threatening condition, an emergency, or a condition requiring urgent hospital assessment.

8.3 A person experiencing an emergency must contact the competent emergency service immediately and must not wait for a Platform response or home visit.

8.4 If symptoms materially worsen, the patient should follow the treating professional’s instructions and seek appropriate urgent or emergency care.

9. Information and clinical records

9.1 Users must provide information that is accurate and relevant to safe care.

9.2 Relevant information may include symptoms, diagnoses, medicines, allergies, precautions, previous treatment, risks, and changes in condition.

9.3 Authorised clinics and healthcare professionals may create and access records required for:

• assessment;
• care;
• continuity;
• safety;
• professional obligations;
• audit;
• complaints;
• quality; and
• legal compliance.

9.4 Access must be controlled by role, organisation, care relationship, and other applicable safeguards.

9.5 The Platform supports but does not replace a healthcare professional’s legal record-keeping obligations.

9.6 A user must not falsify, alter, conceal, destroy, or misuse a record or ask another person to do so.

9.7 Privacy and data handling are governed by the Privacy Notice.

9.8 Clinical consent is obtained separately where required.

10. Communications

10.1 Physiawy may send security, verification, appointment, service, legal, complaint, and account communications using verified contact details.

10.2 Transactional or safety communications are not marketing.

10.3 Marketing requires an appropriate legal basis and consent where required.

10.4 Withdrawing marketing consent must not prevent necessary service, security, or legal communications.

10.5 Users must not send confidential health information through an unapproved channel where the Platform provides a protected method.

11. Acceptable use

A user must not:

• use the Platform unlawfully, fraudulently, or to cause harm;
• impersonate another person, clinic, or professional;
• share or misuse another person’s account or invitation;
• obtain or attempt unauthorised access;
• bypass organisation, role, clinical, geographic, policy, or security controls;
• scrape, overload, disrupt, probe, or reverse engineer the Platform except where law expressly permits;
• upload malware or unlawful, misleading, or infringing material;
• falsify credentials, records, availability, locations, prices, evidence, or audit information;
• harass, threaten, discriminate against, or abuse another person;
• use Platform information to improperly divert a patient, clinic, or professional; or
• use personal or health information for an unrelated or unauthorised purpose.

12. Clinic and professional responsibilities

12.1 Clinics and healthcare professionals must maintain all legally required licences, registrations, insurance, training, supervision, and approvals.

12.2 A clinic must accurately govern its memberships, services, service areas, schedules, professional relationships, and operational information.

12.3 Healthcare professionals must work within their competence, authorisation, and scope of practice.

12.4 Platform approval, verification status, profile publication, or technical access is not a guarantee of:

• clinical outcome;
• continuous fitness to practise;
• regulatory standing;
• insurance coverage; or
• professional conduct.

12.5 Physiawy may conduct appropriate checks and respond to credible concerns, but clinics and healthcare professionals retain their ongoing duties.

13. Intellectual property and user content

13.1 The Platform, software, branding, workflows, documentation, and non-user content are owned by or licensed to Physiawy LLC.

13.2 Users retain their rights in content they lawfully provide.

13.3 A user grants Physiawy LLC a limited permission to host, reproduce, transmit, secure, and process that content only as reasonably necessary to:

• operate the Platform;
• provide authorised services;
• maintain records;
• protect security;
• comply with law; and
• support legitimate quality improvement.

13.4 Personal data and clinical records do not become commercial intellectual property of Physiawy LLC.

13.5 Their use remains subject to confidentiality, data-protection law, clinical obligations, and the Privacy Notice.

14. Restriction, suspension, and termination

14.1 Physiawy may restrict or suspend access where reasonably necessary to:

• protect patients or users;
• protect personal or clinical data;
• protect the Platform;
• investigate suspected misconduct;
• comply with law, court orders, or regulator instructions;
• respond to a material security risk; or
• address a material breach.

14.2 Where appropriate, Physiawy should explain the reason and provide a route for review.

14.3 Immediate action may be taken where delay would create material risk.

14.4 Account closure does not require deletion of records that must lawfully be retained for care, audit, security, claims, complaints, professional duties, or dispute resolution.

14.5 Ending Platform access does not automatically terminate a separate clinical, employment, contractor, or clinic agreement.

15. Availability and changes

15.1 Physiawy aims to operate the Platform reliably but does not guarantee uninterrupted or error-free availability.

15.2 Maintenance, incidents, provider outages, legal restrictions, security measures, and events outside reasonable control may affect access.

15.3 Functions may be changed where reasonably necessary for law, safety, security, service improvement, scalability, or business operation.

15.4 A material change affecting user rights must be communicated as required by law.

16. Responsibility and liability

16.1 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

16.2 Mandatory consumer, healthcare, professional, and data-protection rights remain applicable.

16.3 Each party is responsible for loss caused by its breach, negligence, unlawful conduct, or failure to meet a duty imposed by law, subject to applicable legal limits.

16.4 Physiawy LLC is not responsible for a clinical act or decision solely attributable to an independent clinic or healthcare professional.

16.5 The previous clause does not exclude responsibility for Physiawy LLC’s own:

• conduct;
• negligence;
• Platform operation;
• representations;
• security;
• selection or verification process; or
• legal duties.

16.6 To the extent permitted by law, a party is not liable for indirect or consequential loss that was not reasonably foreseeable when the relevant obligation arose.

16.7 No monetary liability cap is stated in this version.

17. Complaints and concerns

17.1 Complaints may be sent to admin@physiawy.com. This version does not publish any other email address or a public telephone number.

17.2 Physiawy aims to acknowledge receipt of a complaint within five business days. That aim is not a deadline to investigate the complaint and it is not a deadline to resolve the complaint.

17.3 Clinical concerns may be referred to the responsible clinic or healthcare professional.

17.4 Privacy concerns may be sent to admin@physiawy.com.

17.5 A user may contact a competent regulator or exercise a statutory right.

18. Changes to these Terms

18.1 Terms are versioned.

18.2 The active version and effective date must be displayed.

18.3 Material changes must be communicated and may require fresh acceptance.

18.4 Continued use alone must not be treated as consent where law requires explicit acceptance.

18.5 Earlier versions and acceptance records may be retained for audit, evidence, and legal compliance.

19. Governing law and disputes

19.1 These Terms do not name a court and do not select a governing-law clause beyond the mandatory law that applies to the user.

19.2 A later version may state a governing law and a venue. This version does not do so.

19.3 The parties should first attempt good-faith resolution through the complaint process where appropriate.

19.4 Nothing in these Terms removes a mandatory consumer right or prevents access to a competent regulator or court.

20. Contact and company information

Operator: Physiawy LLC

The general public contact is admin@physiawy.com. This version does not publish a registered office, a registration number, a tax number, any other email address, or a public telephone number.

Language status

The English text and the Arabic text are intended to carry the same obligations. Neither language prevails over the other. A material inconsistency must be corrected in a later version. This document does not appoint one language as controlling.