Terms & Conditions

1. About iSpine360

iSpine360 is a doctor-guided spine health and rehabilitation platform designed to support individuals with back and neck-related concerns.

Depending on the program selected, the Services may include:

• Spine Health Assessment
• Spine Score
• Structured digital exercises
• Spine health education and learning content
• Daily check-ins
• Progress tracking
• Physiotherapy sessions
• Psychologist sessions
• Dietitian sessions
• Clinical support and guidance
• Access to rehabilitation doctors and, where clinically appropriate, spine surgeons and neurosurgeons

The Services available to you depend on the program purchased and the applicable clinical requirements.

2. Creating an Account

To use iSpine360, you must create an account and provide the information requested during registration. You are responsible for:

• Providing accurate and complete information.
• Keeping your account information up to date.
• Keeping your password and account credentials confidential.
• Using your account only for yourself.
• Informing iSpine360 if you suspect unauthorised use of your account.

One iSpine360 account and purchased program is intended for use by one individual only. You must not share your account, program access or login credentials with another person.

3. Spine Health Assessment

The Spine Health Assessment is a structured questionnaire designed to provide an indication of your current spine-health status. The assessment considers areas such as symptoms, pain, movement and function, lifestyle and recovery, and safety-related concerns.

The Spine Score generated from the assessment is intended to support understanding of your spine health and rehabilitation journey. It is not a medical diagnosis.

4. 7-Day Trial

Eligible users may receive access to a 7-day trial. The trial may include:

• Structured daily exercises
• Spine health education
• Daily check-ins
• Progress tracking
• Other features specifically made available during the trial

Trial content and features may differ from those available under a paid program. Completing the trial does not automatically purchase or activate a paid program.

5. Detailed Assessment, Payment and Program Activation

To purchase a personalised iSpine360 program, you may first be required to complete a detailed assessment.

Following completion of the detailed assessment and successful payment, the iSpine360 team will review and activate your program. Your program becomes active only after activation by the iSpine360 team.

The applicable program duration, included services and other program details will be communicated to you before or at the time of activation.

6. Program Duration

iSpine360 may offer programs of different durations, including 14-day and 28-day programs.

Your program will have a defined start date and end date.

The number of days in your purchased program does not automatically increase because activities or sessions are not completed on a particular day.

7. Program Hold

In appropriate circumstances, an active program may be placed on hold for a maximum of 7 days.

A hold is not automatic and is subject to approval by the iSpine360 team.

A program hold temporarily pauses the applicable program period.

8. Program Sessions

The number of physiotherapy, psychologist and dietitian sessions included in your program depends on the specific program purchased. Only the sessions expressly included in your selected program are covered by the program fee.

Where applicable, users are responsible for booking their included psychologist and dietitian sessions within the permitted program period.

Other clinical support may be available based on your program and clinical requirements.

9. Additional Consultations and Sessions

If you require a consultation or clinical session beyond those included in your program, you may request or book an additional appointment. Additional appointments:

• Are separate from your purchased program.
• Are subject to availability.
• Must be purchased separately.
• Are charged at the applicable rate at the time of booking.
• Are available only while your program is active.

Purchasing an iSpine360 program does not provide unlimited consultations or clinical sessions.

10. Appointment Attendance and Rescheduling

iSpine360 will maintain attendance records for scheduled clinical sessions.

If you are unable to attend a scheduled session, you may request to reschedule it, subject to availability and the applicable rescheduling period.

Rescheduling is intended to accommodate genuine scheduling difficulties and is not intended for repeated or continuous postponement of sessions. Where sessions are repeatedly rescheduled, iSpine360 may be unable to provide further rescheduling or compensation for the affected sessions. The iSpine360 team will maintain the applicable attendance and appointment records.

11. Digital Program Access

During an active program, users may access the digital features and content made available under their program. This may include:

• Exercise videos
• Knowledge and educational content
• Reading material
• Daily check-ins
• Progress information
• Other applicable program features

The digital content available during the free trial may also remain accessible during the user's active paid program, subject to the applicable program features.

Users must follow the instructions and precautions associated with the exercises and other activities.

12. Pain Management and Exercise Guidance

iSpine360 provides structured rehabilitation and exercise guidance.

The clinical team may modify, pause or change a user's program based on their symptoms or clinical requirements.

13. Program Completion and Grace Period

At the end of the active program, the user will be considered to have reached the end of their purchased program period.

For active 14-day and 28-day programs, iSpine360 provides a 7-day grace period from the last day of the program.

During the grace period, the web application may remain accessible so that the user can:

• Complete pending applicable program activities.
• Access applicable digital content.
• Complete the final Spine Health Assessment.
• View applicable program information.
• Request or complete other activities made available during the grace period.

The grace period is not an extension of the purchased program and does not provide additional included clinical sessions.

At the end of the 7-day grace period, access to the program and web application will be denied and the program will be considered completed.

14. Program Completion Communication

When your program is completed, iSpine360 will send a program-completion email to the email address registered with your account.

15. Clinical Team

Depending on your program and clinical requirements, iSpine360 may provide access to experienced clinical professionals including: Physiotherapists, Rehabilitation doctors, Psychologists, Dietitians, Spine surgeons, and Neurosurgeons.

Rehabilitation doctors, spine surgeons and neurosurgeons are not automatically included as sessions in every program.

Where specialist evaluation is considered necessary, the iSpine360 clinical team may guide or refer the user appropriately.

16. Medical and Emergency Care

iSpine360 is intended to support rehabilitation and spine-health management. It does not replace emergency medical care or medical evaluation when required.

If you experience new, severe or worsening symptoms, or warning signs during your program, contact the iSpine360 clinical team immediately.

If you are experiencing an emergency or cannot reach the iSpine360 team promptly, seek immediate medical attention at the nearest appropriate emergency medical facility.

17. User-Uploaded Clinical Documents

Users may choose to upload relevant scans, test reports or other clinical documents when required or considered useful for their care. Users should upload only documents that belong to them or that they are authorised to provide.

Uploaded documents are intended to support clinical decision-making and rehabilitation. Access to uploaded clinical documents is restricted to authorised therapists and the iSpine360 administrative team.

18. User Conduct

iSpine360 is committed to maintaining a safe, respectful and professional environment. Users must treat all iSpine360 team members with dignity and respect.

The following behaviour will not be tolerated:

• Harassment, Discrimination, or Threats
• Abuse, Intimidation, or Inappropriate/offensive behaviour
• Fraudulent or dishonest activity
• Misuse of the platform or clinical services

The same standards apply to all members of the iSpine360 team. Inappropriate behaviour by either a user or an iSpine360 team member will be taken seriously, and appropriate action may be taken immediately. iSpine360 follows principles of equal and respectful treatment regardless of gender or other personal characteristics protected under applicable law.

19. Prohibited Use

You must not:

• Share your account or program access.
• Share or distribute paid iSpine360 content without permission.
• Copy, reproduce or commercially distribute iSpine360 content.
• Manipulate assessment results, check-ins, attendance or program records.
• Attempt to bypass access restrictions.
• Use another person's account.
• Provide false information for the purpose of obtaining Services.
• Interfere with the security or operation of the platform.
• Use iSpine360 for unlawful purposes.

20. Suspension or Cancellation of a Program

iSpine360 may suspend or cancel a program in certain circumstances, including: fraudulent activity, misuse of the platform, unauthorised sharing of account or program access, sharing or distribution of paid content, manipulation of assessment, attendance or program records, malpractice or serious misconduct, harassment, abuse or inappropriate behaviour, security concerns, or certain unexpected circumstances where continuation of the program is not reasonably possible.

Where appropriate, iSpine360 may communicate the reason for suspension or cancellation and any applicable next steps. Refunds, where applicable, will be considered based on the circumstances of the cancellation and the applicable refund policy.

21. Refunds

Refunds are considered based on the circumstances of each case.

Where a program is cancelled because of misuse, malpractice, fraud or serious misconduct by the user, a refund will not be provided.

Refunds in genuine circumstances may be considered by iSpine360 on a case-by-case basis. Any refund decision will be subject to the applicable program and refund terms.

22. Communication

iSpine360 may communicate with users through: Email, WhatsApp, and Telephone calls.

Communications will relate to the user's iSpine360 account or program, including assessments, program activation, appointments, clinical support, reminders, program completion and other service-related matters.

If a user informs iSpine360 that they are not interested in continuing with a program, no further sales calls will be made regarding that program.

23. Intellectual Property

All iSpine360 branding, logos, software, assessments, videos, educational content, designs, text, graphics, workflows and other materials are owned by or licensed to iSpine360/Hamsa Rehab or their respective licensors.

Your access to iSpine360 does not transfer ownership of any intellectual property to you. You may use the content only for your personal participation in the applicable iSpine360 program.

Unauthorised copying, recording, reproduction, distribution, publication or commercial use is prohibited.

24. Account and Program Access

Your access to iSpine360 is provided for the period and purposes applicable to your account and purchased program. At the end of the applicable grace period, access to the program and web application will be discontinued.

iSpine360 may also suspend or terminate access where these Terms are violated or where cancellation is otherwise permitted under these Terms.

25. Platform Availability

iSpine360 aims to provide reliable access to its Services but cannot guarantee uninterrupted availability. The platform may occasionally be unavailable due to maintenance, technical issues, updates, security measures, internet connectivity or circumstances beyond our reasonable control.

26. Data and Privacy

Your personal information is handled in accordance with the iSpine360 Privacy Policy.

The Privacy Policy explains what information is collected, how it is used, who may access it, how it is protected and how long it is retained. By using iSpine360, you acknowledge that you have read the Privacy Policy.

For detailed data governance terms, please visit the official iSpine360 Privacy Policy.

27. Data Retention

iSpine360 retains user account and program-related data for 12 months. After the applicable retention period, the information will be deleted, subject to applicable legal requirements.

28. Changes to the Services or Terms

iSpine360 may update its Services or these Terms from time to time to reflect changes to the platform, programs, operational requirements or applicable requirements. Updated Terms will be made available through the iSpine360 website or web application.

29. Contact Us

For questions relating to these Terms or your iSpine360 program: