Terms of Service

Connect Therapies is a rehabilitation platform that provides access to rehabilitation-related services, including but not limited to:

• occupational therapy support
• physiotherapy support
• speech and language therapy support
• structured rehabilitation programs
• digital triage and onboarding
• video-based rehabilitation sessions
• guided exercise and self-management plans
• progress tracking
• education and follow-up support
• group rehabilitation sessions wherever offered
• partner-based or referred rehabilitation pathways wherever applicable

Services may be delivered directly by Connect Therapies, through clinicians engaged by Connect Therapies, or through authorised partner arrangements.

Connect Therapies is a rehabilitation service, not an emergency or crisis service.

You must not use the platform for:

• chest pain
• severe shortness of breath
• stroke symptoms
• seizures
• loss of consciousness
• suicidal thoughts or self-harm risk
• uncontrolled bleeding
• severe allergic reaction
• sudden major neurological deterioration
• suspected fracture, spinal cord compression, cauda equina symptoms, or other urgent red-flag conditions

If you have an urgent or emergency condition, you must immediately contact your local emergency services, nearest hospital, or licensed medical emergency provider.

We may refuse, pause, or terminate a session if we believe you require urgent in-person or emergency medical care.

You may use the platform only if:

• You are legally capable of entering into a binding agreement, or
• You are using the platform through a parent, legal guardian, or authorised caregiver acting lawfully on your behalf

If you are registering or booking for another person, you confirm that you are authorised to do so and that you have the authority to provide the required information and consents.

We may request proof of age, identity, relationship, or authority where needed for safety, compliance, or fraud prevention.

To use some features, you may need to create an account.

You agree to:

• provide true, accurate, current, and complete information
• keep your information updated
• maintain the confidentiality of your login credentials
• notify us promptly of any unauthorised access or suspected misuse of your account

You are responsible for activity conducted through your account unless you show that such activity occurred solely due to our failure.

We reserve the right to suspend or disable accounts where we reasonably suspect fraud, impersonation, misuse, abuse, or safety risk.

Our services may include one or more of the following:

• single-session consultations
• rehabilitation assessments
• treatment planning
• digital exercise instruction
• home exercise programs
• caregiver education
• progress reviews
• group rehabilitation classes
• pathway-based rehab packages
• referrals to in-person, medical, or partner services where clinically necessary

Not all services are available in all locations.

Clinical decisions may vary between users based on safety, presentation, diagnosis, goals, environment, and clinical judgement.

No service is guaranteed to be appropriate for every user.

Rehabilitation outcomes vary by person.

We do not guarantee:

• recovery within a fixed timeframe
• symptom resolution
• return to a specific level of function
• prevention of deterioration
• suitability of remote care in every case

Any goals, estimates, examples, educational materials, timelines, or progress pathways shown on the platform are indicative only and do not amount to a guarantee.

We reserve the right to refuse, pause, reschedule, or stop services where, in our clinical or operational judgement:

• Remote rehabilitation is not clinically appropriate
• You require emergency or in-person medical care
• There are red-flag symptoms
• Your environment appears unsafe
• The information provided is incomplete or misleading
• You fail to follow essential safety instructions
• There is abusive, threatening, sexualised, discriminatory, or inappropriate conduct
• A clinician's registration, availability, or safety status changes
• Continuation would be unsafe, unethical, or unlawful

Where appropriate, we may advise you to seek care from a physician, hospital, emergency service, or in-person rehabilitation provider.

You agree that you will:

• provide accurate and complete health, medication, surgery, and risk information
• update us if your condition changes
• inform the clinician if pain, fatigue, dizziness, weakness, numbness, or other symptoms worsen
• stop any exercise or activity if instructed to stop or if you feel unsafe
• ensure you are in a reasonably safe environment for sessions
• use stable internet, an appropriate device, and any advised supports where possible
• arrange caregiver assistance where advised
• not rely on the platform in an emergency
• follow professional and respectful behaviour during all interactions

You remain responsible for decisions you make outside the scope of our advice, including ignoring red-flag advice, failing to disclose relevant history, or continuing unsafe activity after being told to stop.

A caregiver, parent, family member, or authorised representative may assist a user where appropriate.

Where another person is present during a session, you acknowledge that confidentiality may be affected to the extent of that person's participation or presence.

We may ask for confirmation of consent before discussing care with a third party.

If a caregiver uses the account for someone else, they remain responsible for providing accurate information and following these Terms.

Appointments may be made through the website, app, customer support channels, or other approved booking methods.

Booking availability is not guaranteed until confirmed.

We may need to reschedule an appointment due to:

• clinician unavailability
• technical failure
• safety concerns
• incomplete onboarding
• inaccurate booking information
• force majeure events
• need for escalation or alternative routing

You are responsible for attending at the correct time and ensuring you are ready to participate.

If you arrive late, the session may be shortened without fee reduction. If the delay is substantial, it may be treated under the cancellation and no-show rules.

Fees for services, packages, and sessions will be displayed at the point of purchase or booking unless otherwise agreed in writing.

You agree to pay all applicable fees, taxes, charges, and levies associated with your use of the services.

Third-party payment processors may process payments. We do not store full card details unless explicitly stated and lawfully permitted.

Where recurring plans, packages, or credits are offered, the applicable billing rules, validity periods, and use conditions will be shown at the time of purchase.

We reserve the right to change pricing prospectively. Price changes will not affect already confirmed paid bookings unless clearly stated.

Your cancellations, rescheduling rights, no-show consequences, and refund rules are governed by our Cancellation and Refund Policy, which forms part of these Terms.

By using the platform, you agree to that policy.

If there is any conflict between these Terms and the specific Cancellation and Refund Policy on fee-related matters, the Cancellation and Refund Policy will govern those matters.

Where group rehabilitation sessions are offered:

• they are designed for general pathway suitability, not identical individual needs
• Clinicians may limit participation if the group format is unsafe or unsuitable
• You must behave respectfully toward other participants
• You must not record, photograph, screenshot, share, or disclose another participant's identity, story, image, or information
• Confidentiality in a group setting cannot be guaranteed to the same degree as in a private session

We may remove participants from group sessions for safety, misconduct, disruption, or privacy violations.

The platform may provide chat, messaging, reminders, follow-up communication, or support channels.

These channels are not continuously monitored for emergencies.

Messages do not create an obligation for immediate response unless explicitly stated in writing.

You consent to receive service-related communications such as:

• OTPs
• account notices
• booking confirmations
• reminders
• care-related updates
• technical notices
• billing notices
• safety and escalation instructions

Marketing communication preferences may be managed separately where legally required.

By using video-based, app-based, or remotely delivered rehabilitation services, you acknowledge and agree that:

• Remote care has limitations
• Physical examination may be limited
• Technical failures may disrupt care
• Some conditions cannot be safely managed remotely
• You may be asked to seek an in-person assessment or emergency care
• Exercise and rehabilitation activities carry inherent risks, including pain flare, strain, dizziness, fatigue, and falls

Your use of remote services is also governed by our Tele-rehabilitation Informed Consent, which forms part of these Terms.

Content on the platform, including articles, guides, exercise libraries, rehab pathways, and educational materials, is for informational and rehabilitation-support purposes only.

It is not a substitute for:

• emergency care
• a physician's diagnosis where required
• medication management
• hospital-based treatment
• urgent medical evaluation

General educational content is not personalised clinical advice unless expressly delivered as part of a booked clinical service.

Your use of the platform is subject to our Privacy Policy.

Because Connect Therapies is a rehabilitation platform, we may process personal data and health-related data, including symptoms, history, goals, assessments, progress records, communications, outcome measures, and session documentation in accordance with applicable law and our Privacy Policy.

By using the services, you acknowledge that such processing is necessary for safe and effective delivery, support, compliance, quality review, and service improvement, subject to your rights under applicable law.

Sessions are not recorded by default unless we explicitly notify you and obtain the required consent.

If you upload photos, videos, documents, reports, or forms, you confirm that:

• You are authorised to upload them
• They are accurate to the best of your knowledge
• You grant us a limited right to use them for clinical care, support, documentation, quality review, compliance, and platform operations

You must not upload unlawful, infringing, abusive, obscene, misleading, or malicious material.

We may remove or restrict content that violates these Terms or creates a legal or safety risk.

You must not:

• use the platform unlawfully or fraudulently
• impersonate another person
• misrepresent symptoms, identity, payment status, or authority
• attempt to interfere with platform security or performance
• copy, scrape, reverse engineer, modify, or commercially exploit the platform except as allowed by law
• harass, threaten, stalk, abuse, or discriminate against clinicians, staff, or other users
• use the platform to obtain prescriptions, certificates, or false documents fraudulently
• record sessions, screenshots, or conversations without proper permission where required by law or policy
• introduce malware, code, bots, or harmful scripts

We may investigate and take action, including suspension, account closure, reporting, and legal recovery.

We aim to maintain reliable services, but uninterrupted access is not guaranteed.

The platform may be unavailable due to:

• maintenance
• outages
• telecom or internet failure
• vendor issues
• cyber incidents
• force majeure
• device incompatibility
• jurisdictional restrictions

We may update, modify, suspend, or discontinue features where reasonably necessary.

All rights in the platform, including software, design, branding, text, graphics, workflows, rehab pathways, templates, materials, and content, belong to Thera Nexa or its licensors unless otherwise stated.

You are granted a limited, revocable, non-exclusive, non-transferable licence to use the platform and materials for your personal, non-commercial rehabilitation use only.

You must not reproduce, republish, distribute, sell, adapt, reverse engineer, or create derivative works from our materials except with our written permission or where allowed by mandatory law.

The platform may use or link to third-party services, including payment processors, communication tools, hosting infrastructure, or partner sites.

We are not responsible for third-party terms, privacy policies, uptime, or content outside our controlled services.

Your use of third-party services may be subject to separate terms and policies.

If you are dissatisfied with the platform, a clinician interaction, billing, privacy handling, or another service issue, you may raise a complaint using the details in our Complaints Policy.

Clinical complaints may be reviewed by a senior clinician or governance lead.

Privacy-related complaints may be handled by the designated grievance officer or privacy contact.

To the maximum extent permitted by law, the platform and services are provided on an as available and as applicable basis.

We do not warrant that:

• The platform will always be uninterrupted, secure, or error-free
• Every service will be appropriate for every user
• Every communication will be delivered instantly
• Every educational resource will remain current at all times
• Remote rehabilitation will be clinically sufficient in every situation

Nothing in these Terms excludes any warranty or right that cannot lawfully be excluded.

To the fullest extent permitted by law:

• We are not liable for indirect, incidental, special, punitive, exemplary, or consequential loss
• We are not liable for losses arising from your failure to follow safety instructions, disclose relevant information, maintain a safe environment, or seek urgent care when advised
• We are not liable for third-party service outages or failures outside our reasonable control

Subject to applicable law, our total aggregate liability arising out of or relating to the platform or services shall not exceed the amount paid by you to us for the specific service giving rise to the claim in the three months preceding the event.

This clause does not exclude liability that cannot be excluded under law, including for fraud, wilful misconduct, or other mandatory legal rights.

You agree to indemnify and hold harmless Thera Nexa, its directors, officers, employees, clinicians, contractors, affiliates, and agents from claims, losses, liabilities, damages, costs, and expenses arising out of or related to:

• your breach of these Terms
• your misuse of the platform
• your unlawful conduct
• your violation of another person's rights
• your false or misleading information
• your unsafe conduct contrary to clinical instruction

We may suspend, restrict, or terminate your access immediately or with notice if:

• you breach these Terms
• There is a safety concern
• There is fraud or suspected fraud
• There is abuse or harassment
• Continued service is clinically inappropriate
• We are legally required to do so

You may stop using the platform at any time.

Termination does not affect accrued rights, payment obligations, complaint handling, legal rights, or record retention obligations.

These Terms are governed by the laws of India.

Subject to applicable consumer protection law, courts located in Thane, Maharashtra (or other competent courts as permitted by law) shall have exclusive jurisdiction over disputes arising from or relating to these Terms and the platform.

Where mandatory law in another jurisdiction applies to a user, those non-excludable rights remain unaffected.

We may update these Terms from time to time to reflect legal, clinical, operational, technical, or commercial changes.

Where changes are material, we will take reasonable steps to notify users through the platform, email, or other appropriate means.

Continued use of the platform after the revised Terms take effect means you accept the updated Terms.

Thera Nexa Private Limited

1207, E Wing, Unique Aurum, Poonam Garden, Mira Road East, Thane, Maharashtra-401107.

Email: ct.support@theranexa.co.in

Privacy / Grievance Contact: ct.support@theranexa.co.in

Complaints Contact: ct.support@theranexa.co.in

The following documents form part of these Terms and should be read together:

• Privacy Policy
• Tele-rehabilitation Informed Consent
• Not Emergency Care and Red Flag Escalation Notice
• Cancellation and Refund Policy
• Complaints Policy

If there is a direct conflict, the more specific document governs the subject matter it specifically covers.