Effective date: 6/29/2025 | Last revised: 6/29/2025
HealthSpark Medical Group West PC, and HealthSpark Medical Group PA, HealthSpark Medical Group PC—together with their licensed physical-therapy professionals—(collectively “HealthSpark Professionals,” “we,” “our,” or “us”), operating with support from HealthSpark, Inc. (collectively, “HealthSpark”), provide technology-enabled virtual and in-person physical-therapy services. This Agreement describes HealthSpark Professionals’ services and clinical programs. It is important for you to read this document and discuss any questions you might have with us. HealthSpark, Inc. does not provide clinical services; it performs administrative, payment, and other supportive activities for HealthSpark Professionals. When you request to receive services from a HealthSpark Professionals clinician those services are outlined by this agreement, as well as the discussions between you and your clinician(s). It is important for you to read this document and discuss any questions you might have with your HealthSpark care team. If you agree to these terms we will assume that you have read, understood, and agree to its contents. We reserve the right, at our sole discretion, to change, modify, add or remove portions of these terms, at any time. It is your responsibility to check these terms periodically for changes.
When you become a patient of HealthSpark Professionals (a “Member”), you will be given access to HealthSpark’s online platform (the “HealthSpark App”). The HealthSpark App provides personalized content and interactive resources for you, simple tools for scheduling appointments, contacting your HealthSpark Professional, and billing, serves as your hub of information including medical records. You may use the HealthSpark App so long as you are over the age of 18 or other legal age of consent and meet any additional criteria under applicable state law, and/or have the necessary capacity or authority to enter binding agreements like this through a consenting parent or legal guardian, as explained below. If you access or use the HealthSpark App, it will mean you read, understood and expressly agree to these Terms and that you will use the services only in accordance with the terms and conditions herein and all other applicable agreements, information, services, materials and other content provided by or through the HealthSpark App and HealthSpark. Your continued use of the HealthSpark App following the posting of changes will mean that you accept and agree to the changes.
HealthSpark Professionals will provide physical therapy care via telehealth using voice calls, video calls and messaging services. Telehealth care is a flexible and convenient way to get healthcare, but it may not be right for treating certain symptoms or illnesses that need an in-person doctor or urgent care visit.
PLEASE NOTE: OUR SUPPORT TEAM DOES NOT ADDRESS MEDICAL EMERGENCIES. IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY OR ARE IN IMMINENT DANGER, YOU SHOULD DIAL 911 AND/OR GO TO THE NEAREST EMERGENCY ROOM.
All laws and protections for in-person visits also apply to telehealth visits. This includes confidentiality of information, access to medical records, and sharing of information that could identify you personally.
You may decide that you do not want to use telehealth services at any time. This will not make you lose your health program benefits or your rights to future health care.
Payment is due after each appointment, and HealthSpark will charge your card or bank account for the patient responsibility. Receipts will be provided after each charge, and a single charge may include fees for multiple appointments (due to HealthSpark’s billing to health plans). Your insurance may cover some or all of our services. If you have to pay a deductible, copayment or coinsurance for your health care, the usual cost-sharing rules will apply. By providing us with your credit card information, you are authorizing us to charge your credit card for agreed upon purchases and save your credit card information for future transactions on your account.
You agree that all people or companies (third parties) who pay any part of your HealthSpark Professionals bill shall pay these amounts directly to the HealthSpark Professionals entities. You understand that you must pay the HealthSpark Professionals entities any costs not paid by your insurance or other third parties, unless state or federal regulations do not allow this.
You confirm that the coverage information you provide—especially your Medicare Part B status and any other plan that could pay first (e.g., your own or your spouse’s employer group health plan, workers’-comp, auto/no-fault, or liability policy)—is complete and correct.
If Medicare later denies or delays payment because:
then the balance immediately becomes your personal responsibility at the current Medicare fee-schedule rate. We will bill the proper primary payer if possible; otherwise, we will charge the card on file and refund you if that payer later reimburses HealthSpark.
Refund Eligibility. Refunds that HealthSpark is able to confirm are owed will be paid for services that were overpaid, duplicate payments, inaccurate billing, services that were not rendered, or insurance should have been billed. Refunds are subject to verification and approval by HealthSpark’s billing department.
Requesting a Refund. To request a refund, you must contact our billing department within 30 days from the date of the original payment or the discovery of the overpayment or non-rendered service. Refund requests can be made by contacting our billing department directly at contact@joinhealthspark.com. Please provide accurate and complete information, including your name, contact details, payment details, a brief explanation for the refund request, and any relevant supporting documentation.
Refund Processing. Upon receipt of your refund request, we will review the request and initiate the refund process if it meets the eligibility criteria. Refunds will be processed within approximately 5-10 business days from the date of approval. Refunds will be issued using the same payment method used for the original payment, unless otherwise specified and approved by our billing department. Whether or not to grant a refund request is solely within the discretion of our billing department.
Refund Denial. We reserve the right to deny refund requests. Refund requests submitted after the 30-day timeframe will not be considered, unless there are extenuating circumstances deemed acceptable by our billing department.
No Refunds for Services Rendered. Refunds will not be issued for services that have been rendered in accordance with the agreed-upon treatment plan or for any charges that are non-refundable for any reason including, but not limited to applicable law, regulation, guidance, or agreement. Any disputes regarding services rendered should be addressed separately in accordance with our patient dispute resolution process.
Modifications to the Refund Policy. We reserve the right to modify or amend this refund policy at any time without prior notice. Any changes to the refund policy will be effective immediately upon posting the revised Agreement on our website or other appropriate channels.
We understand you may have to reschedule or cancel an appointment from time to time. We ask that you notify us at least 24 hours in advance of your scheduled appointment. You will be charged for appointments that are not canceled 24 business hours in advance, and appointments to which you are late by 15 or more minutes, as specified on your HealthSpark Professional’s booking page and to the extent permitted under applicable laws or payor requirements. Exceptions will be made at the discretion of the HealthSpark Professional in case of extenuating circumstances. If you repeatedly miss scheduled appointments, and if HealthSpark Professionals are unable to contact you for a period of time, you understand that your agreement with HealthSpark may be terminated and you will be removed from HealthSpark’s platform.
We must follow federal healthcare privacy and security laws and protect your health information. We work hard to make sure that your personal information is secure. We use standard physical, electronic, and business security methods (such as encryption) to help prevent access to your health information by people who should not see it. But we cannot promise that data sent over the Internet or through a data storage facility will be perfectly secure. So, although we try to protect your personal information, we cannot guarantee the security of any information you send to us. You can read more information about our use of health information and other personal information in our Notice of Privacy Practices (“NPP”): https://www.joinhealthspark.com/privacy-policy
We may share your health records with the following individuals under the following circumstances:
By signing below, you agree to let us share your records as described above and acknowledge receipt of the NPP.
As part of providing services, we may communicate with you, including for purposes such as appointment reminders and announcements. If you have provided us with a cell phone number and email address, we may send you SMS text messages and emails. Text messages and emails are not always secure because they travel over networks that we do not control.
By signing below and providing us your cell phone number and email address, you permit us to contact you by SMS text message and email. You may also ask us to stop sending non-appointment-related messages by responding to the messages, including by texting “STOP” or clicking the email link to “unsubscribe,” or by contacting support@joinhealthspark.com. You understand that you may have to pay data costs to receive SMS text messages that we send to your mobile phone. You may elect not to agree to this section and still receive services from HealthSpark Professionals.
All Members have the right to communicate complaints regarding their care. Should you wish to make a formal complaint about one of your care providers you may do so in writing and submit the concern to HealthSpark Professionals at support@joinhealthspark.com.
If you have questions about any of the contents of this Agreement, our procedures, or your role in this process, please contact us at support@joinhealthspark.com. Remember that the best way to ensure quality treatment is to keep communication open and direct with your clinician(s).
By accepting this Agreement you indicate that you have read and understood this Agreement, and that you agree to abide by its terms.
