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Terms of Service

Last updated: May 2026.

Welcome to Ri-Hub. Please read these Terms carefully before using the Service. The Privacy Policy describes the processing of personal data and forms an integral part of these Terms.

1. Subject matter and definitions

These Terms of Service ("Terms") govern the use of the Ri-Hub platform ("Platform", "Service"), accessible at app.ri-hub.it and through the mobile applications (Android and iOS). Ri-Hub connects patients with qualified physiotherapists for consultations, medical history assessments and physiotherapy sessions delivered by video consultation. The Service provider is Ri-Hub S.R.L. — S.T.P. ("Controller", "We"), contact supporto@ri-hub.it.

2. Nature of the healthcare service

Ri-Hub is not an emergency service. In a medical emergency, call 112 or go to the nearest accident and emergency department. The services delivered through Ri-Hub channels are physiotherapy in telemedicine, performed by professionals registered with the Italian Register of Physiotherapists; they do not replace medical diagnosis or treatment for acute, neurological or complex post-surgical conditions. The physiotherapist independently assesses each patient's suitability for the televisit modality and may refer the patient to an in-person visit.

3. Registration requirements

To register, you must be of legal age and resident in Italy. The information provided at registration must be truthful, accurate and complete. Use of the Service implies acceptance of the Privacy Policy and of these Terms, and the signing of the healthcare informed consent at the first access following the medical history assessment.

4. Account, credentials and security

The user is responsible for the confidentiality of their access credentials (including any Google token if you sign in via OAuth) and for any activity carried out through their account. In the event of unauthorised access, suspected compromise or loss of the device, the user must immediately contact supporto@ri-hub.it. Ri-Hub may suspend or deactivate accounts in the event of breach of the Terms, fraud, or harmful conduct towards professionals or other users.

5. Payments, sessions, refunds

The initial medical history assessment is free. Physiotherapy sessions are purchased as credits, separate by session type (individual 30 minutes, individual one hour, group, Ri-Hub Junior): a credit bought for one session type can only be used for that type. Payment is handled by the Stripe provider (Ri-Hub does not store card data) and the price is shown in the app before purchase confirmation.

Cancellations: a booked session can be cancelled or rescheduled up to 24 hours before the start time without consuming the session: the credit returns to the user's wallet. Within the last 24 hours the user may request cancellation from their physiotherapist, stating the reason: if the physiotherapist accepts, the session is not considered delivered and the credit returns to the wallet; if they do not accept, the session is considered delivered and the credit is consumed. The request may be submitted up to the session start time.

No-show: if the patient has not connected within 10 minutes of the start time, the session is automatically closed and considered delivered.

Right of withdrawal: pursuant to Articles 52 et seq. of the Italian Consumer Code, the consumer has 14 days from purchase to exercise the right of withdrawal, except for sessions already booked or delivered; for refund requests, please write to supporto@ri-hub.it.

6. Acceptable use

The user undertakes not to:

  • upload unlawful, harmful or third-party-protected content;
  • attempt to access other users' data, reverse-engineer the Platform or circumvent its security measures;
  • record video consultations or publish content that identifies the physiotherapist or other patients without explicit written consent;
  • use the Service for purposes other than those provided for (medical history assessment, sessions, management of one's own rehabilitation pathway).

7. Third-party integrations

The Platform may integrate third-party services, in particular:

  • Google Calendar (physiotherapists only, opt-in): Ri-Hub creates, modifies and deletes only events relating to appointments managed by the Platform on the physiotherapist's calendar, through the scope https://www.googleapis.com/auth/calendar.events. We do not read, modify or delete events not created by Ri-Hub. The connection can be revoked at any time from the Google account settings and from the app.
  • Stripe: payment processing.
  • Twilio Video: delivery of video consultations (video consultations are not recorded).
  • Sign in with Google / Apple: authentication with scope limited to email and profile (Google) or equivalent (Apple).
  • Brevo (Sendinblue): sending of transactional emails and newsletters.
  • PostHog: anonymous aggregate analytics, only with explicit cookie consent.

The use of such services is also governed by their respective terms.

8. Limitation of liability

Ri-Hub provides the Platform "as is". We do not guarantee continuity of service, freedom from errors or the suitability of telemedicine for every clinical condition. To the extent permitted by law, Ri-Hub is not liable for indirect or consequential damages, loss of profits or opportunities. Non-excludable liabilities (wilful misconduct, gross negligence, harm to health or life) remain unaffected.

9. Changes to the Terms

We may amend the Terms for regulatory, technical or service reasons. Material changes are notified by email and/or in-app at least 15 days before they enter into force. Continued use of the Service after the effective date constitutes acceptance of the changes; otherwise the user may deactivate their account.

10. Governing law and jurisdiction

These Terms are governed by Italian law. For disputes with consumers, the provisions of the Italian Consumer Code apply; the competent court is that of the consumer's place of residence. For any other dispute, the competent court is that of the Data Controller.