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Terms

Terms and Conditions — Ruh

Last updated: 10 September 2026

1. Who we are

These Terms and Conditions (“Terms”) govern your access to and use of the Ruh websites, mobile applications, wellness tools, telemedicine services, and related features (the “Services”) operated by:

Ruh Almasar Company for Information Technology (“Ruh”, “we”, “us”, “our”) Riyadh, Kingdom of Saudi Arabia Website: https://ruh.sa

By creating an account, accessing, or using the Services, you agree to these Terms and our Privacy Notice. If you do not agree, do not use the Services.

2. Eligibility

  • The Services are intended for users aged 18 or older, unless a parent or legal guardian manages access where we expressly allow it.
  • You must provide accurate registration information and keep it up to date.
  • You are responsible for safeguarding your login credentials, OTPs, and any PIN (including MPIN), and for all activity under your account.

3. Description of the Services

Ruh provides a mental wellness and telemedicine platform that may include, depending on availability and your account type:

3.1 Wellness tools

  • AI companion chat (text and/or voice)
  • Mood and activity tracking
  • Personal journal
  • Daily wellness tasks
  • Educational content library (articles, videos, and related materials), including content that may be unlocked with credits
  • Psychological assessments and measures
  • Badges, credits, and related engagement features

3.2 Therapy sessions (telemedicine)

  • Browse verified therapists/practitioners, availability, and session pricing
  • Book and attend audio or video therapy sessions
  • In-session chat (including text, files, and voice notes where enabled)
  • Pre-session surveys
  • Session documentation as part of therapy care (for example session notes, care plans, referrals, and related timelines or exports where enabled)
  • Session reminders and related service notifications
  • Reschedule requests subject to practitioner approval and platform rules

3.3 Payments and credits

  • Paid therapy bookings and related invoices processed through our payment provider(s)
  • In-app credits that may be earned, allocated (including by an employer or organization), or used according to platform rules
  • Coupons or promotional offers where made available

3.4 Accounts, privacy tools, and notifications

  • Account registration, verification, and security features
  • Privacy and data-rights tools under applicable law
  • In-app and push notifications for service messages (for example booking and reminder notices)

3.5 Employer / organization access

If you access Ruh through a company or organization plan, additional terms between Ruh and that organization may apply. Your use remains subject to these Terms.

Ruh provides therapy sessions and wellness tools only. Ruh does not issue medical prescriptions, dispense medication, or operate a pharmacy or medication-delivery service.

4. Not a substitute for emergency care

  • Do not use the Services for medical or psychiatric emergencies, suicidal crisis, or situations requiring immediate in-person care.
  • In an emergency in Saudi Arabia, call 937 (Ministry of Health) or local emergency services, or go to the nearest emergency facility.
  • AI companion responses and wellness tools are supportive only and do not replace licensed clinical judgment, diagnosis, or treatment.

5. Telemedicine-specific terms

5.1 Nature of care

Therapy sessions are provided by licensed practitioners using the platform. The professional relationship is between you and the practitioner for the therapy they provide. Ruh facilitates technology, scheduling, payments, and related platform features. Sessions on Ruh are for therapy support; they are not a prescribing or pharmacy service.

5.2 Consent

You may be required to accept Terms, Privacy Notice, and session-specific consents before joining a telemedicine session. You should provide complete and accurate information relevant to your care.

5.3 Technical requirements

You are responsible for a suitable device, internet connection, and a private environment for sessions. Ruh is not liable for session quality issues caused by your device, network, or surroundings.

5.4 Booking, cancellation, no-show, and reschedule

  • Session duration, mode (audio/video), and price are as shown at booking, subject to availability.
  • Cancellation, no-show, and refund rules may depend on timing, practitioner policies, and applicable law. Where a refund is due, it will be processed through the original payment method or credits as applicable.
  • You may request to reschedule an eligible session. Reschedule typically requires practitioner approval, does not change duration or mode by default, and does not require a new payment for an approved time change under the platform’s standard reschedule rules. Ruh may decline or cancel a reschedule request when rules or availability are not met.

5.5 Session records

Practitioners may create session notes and care-related documentation within the Services. Ruh does not provide medical prescriptions through the platform. Retention of therapy and related records may be required by professional and legal obligations even after account anonymization or closure requests.

6. AI companion and wellness content

  • AI features may generate helpful responses, prompts, or summaries. They can be incomplete, inaccurate, or inappropriate for your situation.
  • Content in the library and assessments is for education and self-reflection unless expressly stated otherwise.
  • You should seek licensed professional care for diagnosis, treatment decisions, or worsening symptoms.

7. Payments, credits, and subscriptions

  • Prices for therapy sessions and other paid features are displayed before you confirm payment.
  • Payments are processed by third-party payment providers (for example card and Apple Pay where available). Ruh does not store full card details.
  • Credits have no cash value unless required by law, are non-transferable except as we expressly allow, and may expire or change under published rules.
  • Employer-allocated credits may be subject to the organization’s program rules.
  • Failed, canceled, or disputed transactions may result in cancelled bookings until payment is successfully completed.
  • Taxes or fees may apply as required by Saudi law.

8. Acceptable use

You agree not to:

  • Provide false identity or health information, or impersonate another person
  • Use the Services if you are under the permitted age
  • Harass, threaten, or abuse practitioners, staff, or other users
  • Upload unlawful, harmful, infringing, or inappropriate content
  • Attempt unauthorized access, scrape, reverse engineer, disrupt, or overload the Services
  • Use the Services to commit fraud or violate Saudi law
  • Share account access in a way that compromises security or confidentiality of care

We may suspend or terminate access for violations, safety risks, or legal requirements.

9. Privacy and personal data

Our collection and use of personal data is described in the Privacy Notice (https://ruh.sa/en/privacy and in-app legal pages).

In particular:

  • Health and mental-health data may be processed to provide telemedicine and wellness features
  • You may exercise applicable PDPL rights in-app under Profile → Your data & rights, or by contacting info@ruh.sa
  • Anonymization or erasure requests may be limited by clinical, payment, security, or legal retention requirements

10. Intellectual property

All software, branding, trademarks (including “Ruh” / «روح»), designs, and platform content owned by Ruh or its licensors remain our or their property. You receive a limited, non-exclusive, non-transferable license to use the Services for personal (or authorized organizational) use in accordance with these Terms.

You retain rights in content you create (for example journal entries), and grant Ruh a license to host and process that content as needed to operate the Services.

11. Third-party services

The Services may rely on third parties (for example payment gateways, video/audio infrastructure, push notification providers, and cloud hosting). Your use of those components may be subject to their terms. Ruh is not responsible for third-party outages beyond our reasonable control.

12. Disclaimers

To the maximum extent permitted by Saudi law:

  • The Services are provided on an “as available” basis.
  • We do not warrant uninterrupted, error-free, or completely secure operation.
  • Wellness and AI tools are not medical devices and are not a guarantee of any clinical outcome.
  • Practitioners are responsible for the professional care they provide; Ruh is not a substitute for that professional responsibility.

13. Limitation of liability

To the maximum extent permitted by Saudi law, Ruh and its directors, employees, and agents are not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of data, profits, or goodwill arising from your use of the Services.

Nothing in these Terms excludes liability that cannot be limited under applicable Saudi law (including liability for fraud or other non-excludable obligations).

14. Indemnity

You agree to indemnify and hold Ruh harmless from claims arising from your misuse of the Services, violation of these Terms, or infringement of others’ rights, except to the extent caused by Ruh’s willful misconduct.

15. Changes, suspension, and termination

  • We may update these Terms. The “Last updated” date will change when we do. Material changes may be notified in-app, by email, or via an updated acceptance step.
  • Continued use after changes take effect constitutes acceptance, except where acceptance is expressly required.
  • You may stop using the Services and may deactivate your account through available account settings.
  • We may suspend or end access for inactivity, breach, security, legal, or operational reasons.

16. Governing law and disputes

These Terms are governed by the laws of the Kingdom of Saudi Arabia. Courts in Riyadh, Saudi Arabia shall have jurisdiction, without prejudice to any mandatory consumer protections that apply to you.

17. Contact

General support / contact: info@ruh.sa Website: https://ruh.sa

18. Language

These Terms may be provided in Arabic and English. For users in Saudi Arabia, if there is a conflict between versions, the Arabic version prevails unless mandatory law requires otherwise.