Thank you for using Hiba Health (صحة هبة), a Saudi limited liability company registered in the Kingdom of Saudi Arabia ("we," "us," "our," or "Hiba Health"). These Terms and Conditions ("Terms" or "Agreement"), together with our Privacy Policy and Acceptable Use Policy, govern your access to and use of our AI health coaching services, WhatsApp-based coaching assistant, website (hiba.health), mobile application, and any related services (collectively, the "Services").
These Terms are issued in compliance with the Saudi E-Commerce Law (Royal Decree No. M/126 dated 19/11/1440H), the Saudi Consumer Protection Law (Royal Decree No. M/32 dated 23/06/1441H), the Saudi Personal Data Protection Law (PDPL), and e-commerce trust standards issued by the Ministry of Commerce.
PLEASE READ THESE TERMS CAREFULLY. BY ACCESSING OR USING THE SERVICES, YOU AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE, YOU MUST NOT ACCESS OR USE THE SERVICES.
To access and use the Services, you must:
Be at least 18 years of age, or the age of majority in your jurisdiction if higher
Be located in the Kingdom of Saudi Arabia or the GCC
Have the legal capacity to enter into a binding agreement
If you are a parent or legal guardian accepting these Terms on behalf of a minor aged 13-17 who has been granted access in exceptional circumstances (such as employer-sponsored programmes), you represent and warrant that you have read and agree to these Terms on behalf of the minor and on your own behalf. Access for minors is subject to enhanced parental consent and oversight.
To access the Services, you must register and provide accurate, complete, and up-to-date information. You must not use a false name, email address, or phone number, or impersonate another person. All information you submit must be true and correct.
By using the Services, you consent to receiving communications from us via email, SMS, phone, or other electronic means, in accordance with our Privacy Policy.
Your account is for your personal use only and requires a username and password. You are responsible for:
The accuracy, quality, integrity, legality, and appropriateness of all data you provide
Maintaining the confidentiality of your password and account credentials
Preventing and promptly reporting any unauthorised access to your account
Complying with all applicable Saudi laws and regulations when using the Services
Subject to these Terms, Hiba Health grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Services solely for your personal, non-commercial purposes. This licence does not include any right to resell, sublicense, or commercially exploit the Services or any Content.
The Services are enabled by technology, software, and Content delivered electronically. Any use of the Services that breaches these Terms or threatens the security, integrity, or availability of the Services may result in immediate suspension, with reasonable prior notice where circumstances permit.
THE SERVICES DO NOT CONSTITUTE MEDICAL CARE. HIBA HEALTH COACHES ARE NOT LICENSED HEALTHCARE PROFESSIONALS AND DO NOT PROVIDE MEDICAL, CLINICAL, OR DIAGNOSTIC SERVICES. DO NOT CHANGE YOUR TREATMENT PLAN, MEDICATION, OR THERAPY BASED ON INFORMATION FROM OUR SERVICES.
ALWAYS SEEK ADVICE FROM YOUR PHYSICIAN OR QUALIFIED HEALTHCARE PROFESSIONAL. IF YOU BELIEVE YOU HAVE A MEDICAL EMERGENCY, CALL 911, 920, OR 112, OR GO TO YOUR NEAREST EMERGENCY ROOM IMMEDIATELY.
Our health coaches provide peer-to-peer support, encouragement, accountability, and practical lifestyle guidance. Hiba Health does utilise licensed therapists who may provide cognitive behavioural therapy (CBT). Coaching and therapy services are supplemental to — and do not replace — care from your healthcare provider.
Hiba Health reserves the right to change your assigned health coach or therapist at any time. For quality assurance and training purposes, interactions with your health coach may be recorded with your prior consent, which you will be asked to provide before your first session. You may disable recording in your App settings or by writing to qa@hiba.health.
Despite your best efforts, individual results vary. Hiba Health cannot guarantee that you will achieve your health goals. We encourage you to consult your healthcare provider before commencing the Services, particularly if you plan to make changes to your diet or physical activity level.
Telehealth is the practice of healthcare — including consultation, education, and data exchange — using interactive audio, video, and data communication. By using the Services, you consent to engaging in telehealth-based interactions with your Hiba Health provider.
Your medical and mental health information will remain confidential in accordance with our Privacy Policy and the PDPL, except where you authorise disclosure (e.g., for care coordination) or as required by Saudi law.
Potential risks of telehealth include technical disruptions and communication limitations. If you experience technical difficulties, contact our support team at support@hiba.health. Hiba Health's App, website, and email communications are encrypted. We are not responsible for breaches of confidentiality resulting from your use of unencrypted channels.
This Agreement begins upon your successful registration and continues indefinitely until terminated by either party.
Hiba Health may suspend or terminate your access if you: (a) breach any term of this Agreement; or (b) engage in conduct that Hiba Health determines may adversely affect the Company or its reputation. Where termination is for our convenience (and not due to your breach), we will refund any prepaid fees for Services not yet received.
If your access is sponsored by your employer, health plan, or healthcare provider, termination of the agreement between Hiba Health and that sponsor will also terminate your access unless you agree to assume direct financial responsibility.
Upon termination, you will have 90 days to retrieve your data. To request data retrieval, contact support@hiba.health. We will retain personal data and health information as required by applicable Saudi law and the PDPL.
This section is provided in compliance with Ministry of Commerce e-commerce trust standards (Standard 13 — Substitution and Refund Policy).
Hiba Health currently offers coaching services only. The refund policy below applies exclusively to those services.
The following cancellation and refund rules apply to individually booked live coaching sessions (video or phone):
Cancellation 3 or more hours before the session: full refund
Cancellation less than 3 hours before the session: 50% refund
No-show (failure to attend without cancellation): 50% refund
Failure on Hiba Health's side (coach unavailable, platform outage, or scheduling error): full refund, or reschedule at your choice
To cancel a session, contact us at support@hiba.health or through the App before the session start time. The cancellation timestamp recorded by our system is the reference point for applying the above rules.
Coaching packages and cohort programmes are non-refundable from the moment of purchase. No exceptions apply.
This policy exists because: (i) each package or cohort has a limited number of seats that are reserved upon purchase; and (ii) written materials, guides, and content included in the programme are made available to you immediately upon purchase.
By completing your purchase, you acknowledge and accept that the seat is reserved and the content is accessible from that moment, and that no refund will be issued regardless of attendance or usage.
All online content courses are non-refundable from the moment of purchase. Once a course is purchased, access is granted immediately and no refund will be issued regardless of whether the content has been accessed or completed.
If you have been charged incorrectly or billed twice for the same service, you are entitled to a full refund of the overcharged amount. Please contact us at support@hiba.health with your transaction details within 30 days of the charge.
To request a refund for an eligible individual session, contact us at support@hiba.health with your account details, the session date and time, and the reason for the request. We will acknowledge your request within 2 business days and issue a decision within 7 business days. Approved refunds will be processed within 15 business days to your original payment method.
Service fees are paid in accordance with your registration confirmation. Access to the Services may be suspended if payment is not received in full. All fees are exclusive of any applicable taxes, levies, or governmental charges. You are solely responsible for all taxes arising from your use of the Services, excluding taxes on Hiba Health's net income.
If your Services are paid for by your employer or health plan, you remain financially responsible for any Services not covered by that arrangement, including any deductibles, co-payments, or non-covered items. For information on how we handle payment data, see our Privacy Policy.
Except for the limited licence granted under these Terms, all title and rights in the Services — including all technology, software, content, patents, copyrights, trademarks, and trade secrets — are the exclusive property of Hiba Health and/or third parties.
You grant Hiba Health a worldwide, perpetual, irrevocable, royalty-free licence to use, modify, and incorporate into the Services any suggestion, feedback, or recommendation you provide relating to the Services.
All text, graphics, photographs, trademarks, logos, interfaces, artwork, and computer code on the Services are protected by Saudi and international intellectual property laws. Any reproduction, distribution, or public display of such materials without our prior written consent is strictly prohibited.
The Services may include open-source software components provided under separate licence terms ("Excluded Code"). We will identify such components in relevant documentation. Your use of Excluded Code is subject to the applicable open-source licence terms, to the extent they differ from these Terms.
By accessing the Services, you may have access to our Confidential Information, including methods, techniques, software, and operations. Both you and Hiba Health agree to: (i) use Confidential Information only as permitted under this Agreement; (ii) not disclose Confidential Information to any third party; and (iii) not disclose or use Confidential Information after termination of the Services.
Upon request, each party will promptly return or destroy all copies of the other party's Confidential Information, except for information stored as part of standard backup procedures. Either party may disclose Confidential Information to the extent required by law, provided that the disclosing party gives the other reasonable advance notice.
All information provided through the Services is for general informational purposes only. It does not constitute medical advice and should not be relied upon for clinical decisions. Patients should always consult a licensed, qualified medical practitioner for any health-related decisions. Hiba Health disclaims all liability for reliance on content provided through the Services.
Hiba Health reserves the right to modify or withdraw the Services or any related content at any time without liability. We make reasonable efforts to keep content current but cannot guarantee completeness or timeliness.
This section complies with Ministry of Commerce e-commerce trust standards (Standards 5–8, 10).
We are committed to resolving all complaints promptly and fairly. You may submit a complaint through any of the following channels:
Website: Via the Contact Us page at hiba.health/contact-us-ar (Arabic supported)
Email: support@hiba.health
Phone: +966-582-911-911
Social Media: via our official Instagram (@hibahealth.care) or TikTok (@hiba.health)
Our complaint handling commitments:
Initial response time: Within 2 business days of receiving your complaint
Resolution target: Within 15 business days
Escalation: Unresolved complaints may be referred to the Saudi E-Commerce Council or the Ministry of Commerce
Language: Arabic is fully supported across all complaint channels
If you use the App from the Apple App Store, this Agreement is between you and Hiba Health, not Apple, Inc. Apple has no obligation to maintain or support the App. Apple and its subsidiaries are third-party beneficiaries of this Agreement and have the right to enforce it. Apple bears no responsibility for any product liability claims, regulatory compliance of the App, or consumer protection claims.
Third-party technology or services accessible through the Services are provided solely for your convenience and are not under our control. Hiba Health does not endorse, recommend, or make any warranty regarding Third-Party Technology. You access and use Third-Party Technology at your own risk and must comply with any applicable terms and conditions. We encourage you to review the privacy policies of any Third-Party Technology you use.
Hiba Health warrants that the Services will substantially perform in accordance with their documentation. We provide no warranty in respect of any Content. If we breach this warranty, you must promptly notify us in writing. Your sole remedy is a refund of fees paid by you (excluding any fees paid on your behalf) during the period the Services failed to perform as warranted, up to a maximum of 6 months of fees.
EXCEPT AS SET OUT ABOVE, HIBA HEALTH MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.
To the extent permitted by Saudi law, Hiba Health is not liable for any direct, indirect, incidental, special, or consequential damages arising from your use of or inability to use the Services. If Hiba Health is found liable despite the foregoing, our total liability shall not exceed the fees paid by you or on your behalf during the 12 months preceding the claim.
You agree to defend, indemnify, and hold harmless Hiba Health and its officers, directors, employees, agents, and partners against any claims, liabilities, and expenses (including reasonable legal fees) arising from: (i) any claim that Your Data infringes a third party's intellectual property rights; (ii) your violation of applicable law; (iii) your use of Third-Party Technology; or (iv) your breach of these Terms.
These Terms and any disputes arising from them are governed exclusively by the laws of the Kingdom of Saudi Arabia.
Before initiating any formal dispute process, each party agrees to first provide the other with a written Notice of Dispute describing: (a) the nature of the dispute and relevant documentation; and (b) the specific relief sought. The parties agree to attempt resolution in good faith within 45 days of receipt of the Notice of Dispute.
If a dispute cannot be resolved amicably, it shall be finally settled by binding arbitration under the Rules of the Saudi Center for Commercial Arbitration (SCCA), in accordance with Saudi Arbitration Law (Royal Decree No. M/34 dated 24/05/1433H). The arbitration shall be conducted in Arabic, in Jeddah, Kingdom of Saudi Arabia, before a single neutral arbitrator. The arbitrator's award is final and binding and may be enforced in any court of competent jurisdiction.
Each party bears its own costs of arbitration, except that Hiba Health will pay filing and case management fees and the arbitrator's professional fees.
If you do not wish to arbitrate and you are an individual, you may opt out of this arbitration agreement by sending written notice within 30 days of first accessing the Services to:
General Counsel — Hiba Health (صحة هبة)
Office 14, Sari Street, Shatea District
Jeddah 21461, Kingdom of Saudi Arabia
Email: support@hiba.health
All disputes must be resolved on an individual basis. Neither party may bring claims as a class member in any class or representative action. Each party unconditionally waives any right to a jury trial and any right to pursue disputes on a class-wide basis.
You agree not to use the Services to:
Violate our Privacy Policy or the legal rights of others
Upload, post, or transmit any unlawful, harmful, defamatory, obscene, or discriminatory content
Impersonate any person or misrepresent your identity or affiliation
Copy, reproduce, or distribute any Content, trademarks, or software without authorisation
Infringe any patent, trademark, trade secret, copyright, or other intellectual property right under Saudi or international law
Transmit malicious code, viruses, or programs designed to disrupt, damage, or limit the functionality of any system
Reverse engineer, decompile, or attempt to access source code or proprietary algorithms of the Services
Interfere with or disrupt the servers, networks, or infrastructure connected to the Services
Attempt to gain unauthorised access to the Services, user accounts, or computer systems by any means
Use the Services to create, send, or facilitate unsolicited bulk electronic messages (spam) in violation of Saudi telecommunications regulations
Harvest or collect data about other users without authorisation
Use automated bots, spiders, or scraping tools to access the Services
Engage in gambling, adult entertainment, sexually explicit content, or similar activities through the Services
Use the Services in any way that creates a risk to public safety or individual health
Failure by Hiba Health to enforce any provision of these Terms does not constitute a waiver of its right to enforce that provision in the future.
If any provision of these Terms is held to be invalid or unenforceable, it shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
You shall not use the Services in violation of any Saudi Arabian export laws or regulations, or those of any other applicable jurisdiction
You may not assign any of your rights or obligations under these Terms without Hiba Health's prior written consent. Any purported assignment without consent is void.
These Terms, together with the Privacy Policy and Acceptable Use Policy, constitute the entire agreement between you and Hiba Health regarding the Services and supersede all prior agreements. Any modification must be in writing and agreed by both parties, except as set out in these Terms.
Hiba Health reserves the right to update these Terms from time to time. For material changes, we will notify you by email or by prominent notice within the Services at least 30 days before the change takes effect. Continued use of the Services after that date constitutes acceptance of the updated Terms.
Hiba Health is committed to improving digital accessibility for all users, including persons with disabilities. We continually work to apply relevant accessibility standards. If you encounter accessibility barriers, please contact us:
Phone: +966-582-911-911
Email: support@hiba.health
Response: within 5 business days
General Support: support@hiba.health
Privacy matters: privacy@hiba.health
Quality Assurance: qa@hiba.health
Phone: +966-582-911-911
Address: Jeddah, Saudi Arabia
Let’s break down the barriers to access to quality healthcare, and make it available for all people around Saudi & the GCC countries
