Refund & Cancellation Policy

Nature of Our Services

Swastha360 provides personalised nutrition and lifestyle support services. Each paid program may involve review of the client's health information, dietary pattern, lifestyle, goals, medications, allergies/intolerances, available laboratory reports and other information voluntarily provided for personalisation.

Our programs are therefore professional, individualised nutrition services and are not standard, ready-made or off-the-shelf diet charts.

When Professional Service Begins

Professional service may commence after successful payment once the client's submitted information is taken up for assessment, clinical-nutrition review, planning or personalisation. Preparation may begin before the final plan is digitally delivered.

Cancellation Before Personalisation Begins

A client may request cancellation before substantive assessment or preparation of the personalised program has commenced. Such requests will be reviewed against the actual status of the case at the time the cancellation request is received.

Where no substantive personalised professional work has commenced and the request is otherwise eligible, the applicable refundable amount will be processed after verification.

After Assessment, Preparation or Delivery

Once substantive assessment, professional review or preparation of a personalised nutrition program has commenced, professional time and expertise have been specifically allocated to that individual client.

Once the personalised plan has been substantially prepared or digitally delivered, the core personalised service shall be considered substantially rendered and the program fee shall ordinarily be non-refundable.

A refund will not ordinarily arise solely because of a subsequent change of mind, change in personal circumstances, non-use of the program, inability or unwillingness to follow the recommendations, preference for different foods or meal formats, or a subjective difference between the client's expectations and the professionally prepared nutrition plan.

Refund Eligibility at a Glance

Eligibility depends on how far professional work has progressed when your written request is received, not on the date of purchase alone. The same stages apply to 1-month, 3-month and 6-month programs.

• Stage 1 – Before assessment begins: your submitted information has not yet been taken up for review and no consultation has taken place. The amount paid is refunded, less non-recoverable payment-gateway charges (and the consultation charge, if a consultation call has already been held).
• Stage 2 – Assessment or plan preparation in progress: your case has been reviewed and preparation of the personalised plan has started, but the plan has not yet been delivered. The amount paid is refunded, less non-recoverable payment-gateway charges and a professional assessment and preparation charge of up to 30% of the program fee, which reflects professional time already committed to you.
• Stage 3 – Plan delivered: the personalised plan has been sent to you. The program fee is not refundable. Within 48 hours of delivery you may instead request the corrections, modifications, additional follow-up consultation or plan change described below.
• Stage 4 – After the 48-hour review window: no refund arises. Follow-up support continues for the remaining program validity period.

These charges are disclosed in advance so that the outcome of a request is predictable. They are not a penalty. The payment provider does not return its processing fee and applicable taxes when a refund is made, which is why that cost is deducted.

Multi-Month Programs (3 and 6 Months)

A 3-month or 6-month program is one personalised program. It is priced and prepared as a whole at the time of purchase, covering assessment, plan design and follow-up support over the validity period. It is not a monthly subscription that can be cancelled month by month.

Once the plan has been prepared or delivered, no refund is calculated for unused months, and a change of mind, a belief that the plan will not suit you, or non-use of the program does not by itself entitle you to a refund. If you have a genuine suitability concern, for example a medical condition or medication that was not disclosed earlier, please tell us straight away so that the plan can be reviewed and, where appropriate, modified.

Options Offered Before a Refund

Where a client says a delivered plan is not working for her or him, we will first offer, as appropriate: (a) correction or reasonable modification of the plan at no extra professional charge, (b) one additional follow-up consultation with our nutrition professional, or (c) a change to a more suitable program of equal or lower value, with any price difference adjusted. These options are offered so that the client receives usable professional guidance, and are available without cost within the applicable program period.

Request Window & Timelines

Please write to us as early as possible; the applicable stage is determined on the date and time your written request is received. Concerns about a delivered plan should be raised within 48 hours of delivery so that they can be reviewed properly. Every request is acknowledged within 48 hours and we aim to resolve it within 7 working days. Where a refund is approved it is initiated within 7 working days, and it usually reaches the original payment source within 5 to 7 working days of initiation, depending on the bank, card issuer or payment method.

Plan Concerns, Corrections & Modifications

If a client believes that a delivered plan contains a factual error, omission or material inconsistency with the health, dietary or lifestyle information originally provided, the client should notify Swastha360 promptly and allow our nutrition professional a reasonable opportunity to review the concern.

Where clinically or nutritionally appropriate, Swastha360 may provide clarification, correction or reasonable modification of the plan without additional professional charges during the applicable program period.

A preference-related disagreement alone does not necessarily constitute a deficiency in professional service.

Condition-Specific & Clinical Nutrition Programs

Swastha360 offers nutrition support across different health and lifestyle requirements, including weight management, PCOS/PCOD, thyroid concerns, diabetes, hypertension, fatty liver, renal/kidney nutrition, gastrointestinal concerns, pregnancy and post-pregnancy nutrition, children's nutrition, sports nutrition and other specialised programs.

Because nutritional requirements differ between individuals and medical conditions, no personalised plan should be compared with, substituted for or used by another person.

Personal, Confidential & Non-Transferable Use

Every personalised plan is prepared exclusively for the individual identified in that plan on the basis of the information supplied for that individual's assessment.

The plan is personal and non-transferable. It must not be shared for use, followed, adopted, resold, republished or represented as suitable for another individual. Recommendations that are appropriate for one person may be inappropriate or unsafe for another person with different medical, nutritional or medication-related circumstances.

Medical & Clinical Disclaimer

Swastha360 nutrition programs provide nutritional and lifestyle support and do not constitute medical diagnosis, emergency medical care, prescription of medicines or a substitute for treatment by a qualified medical practitioner.

Clients with diagnosed medical conditions, ongoing medication, pregnancy, kidney disease, diabetes, hypertension or other clinically significant concerns should continue to remain under the supervision of their treating physician and should not independently stop, start or modify prescribed medication on the basis of a nutrition plan.

Client Disclosure & Accuracy of Information

The appropriateness of personalised nutritional guidance depends materially upon the completeness and accuracy of information provided by the client.

The client is responsible for disclosing relevant medical conditions, current medications, allergies or intolerances, pregnancy status, laboratory information and other material health information requested during assessment. Swastha360 cannot reasonably personalise recommendations around information that was withheld, omitted or inaccurately provided.

No Guaranteed Health or Weight Outcome

Nutrition outcomes vary between individuals and may depend upon factors including adherence, medical condition, medication, metabolism, physical activity, sleep, stress, hormonal factors and other circumstances beyond the control of Swastha360.

Accordingly, purchase of a program does not constitute a guarantee of a particular weight change, laboratory value, symptom improvement, disease remission or other specific health outcome.

Program Duration & Follow-Up Services

Where a purchased program includes follow-up support, progress review or plan adjustments, those services will be provided during the applicable validity period and in accordance with the inclusions communicated for the selected program.

Failure to utilise available follow-up services during the program validity period does not by itself create an entitlement to a refund or extension.

Digital Delivery

A personalised plan or related program material may be delivered through the registered email address, WhatsApp number or another communication method provided or agreed by the client.

Successful transmission to the contact information supplied by the client may constitute digital delivery. Clients are responsible for providing accurate contact information and for checking relevant inbox, spam/junk folders and WhatsApp messages.

Duplicate, Incorrect or Unauthorised Transactions

If a client believes that the same order has been charged more than once, an incorrect amount has been charged, or a transaction was not authorised by them, they should contact Swastha360 promptly with the relevant payment details.

Verified duplicate or erroneous transactions will be handled after reconciliation with the applicable payment records and payment service provider.

Refund Amount & Payment Processing

Where a refund is determined to be payable, the amount will be processed after verification of the client, order and transaction details.

No arbitrary refund penalty will be imposed. Any adjustment for an actual, documented and non-recoverable payment or transaction-related charge, where applicable, shall be limited to what is permissible under applicable law and the relevant payment-provider terms.

Where technically supported, refunds may be returned to the original payment source. After initiation, the time taken for the amount to appear in the client's account may depend upon the payment gateway, bank, card issuer or payment method.

Refund Request Procedure

For proper verification and record keeping, refund or cancellation requests should be submitted through an official Swastha360 communication channel and should include:

• Client name
• Registered mobile number and/or email address
• Swastha360 Client/Program Reference ID (S360-...)
• Order or payment reference, where available
• Brief reason for the request

Swastha360 may request reasonable additional information where necessary to verify the client, transaction or refund destination.

Free WhatsApp Chats

No payment is collected for a free WhatsApp chat and therefore no monetary refund applies to a free WhatsApp chat.

Acceptance at Checkout & Grievances

Before a payment is made you are asked to confirm that you have read and agree to this policy. That confirmation is recorded with its date, time and policy version, and a refund request is considered under the version you accepted at the time of purchase.

If you are not satisfied with how a request has been handled, you may write to our grievance contact at contact.swastha360@gmail.com. Grievances are acknowledged within 48 hours and resolved within 30 days.

Consumer Rights

This policy is intended to govern cancellation and refund requests relating to Swastha360 services. Nothing in this policy is intended to exclude, waive or restrict any right or remedy that cannot lawfully be excluded under applicable Indian consumer law.

Where a mandatory provision of applicable law prevails over any provision of this policy, the mandatory legal provision shall apply to that extent.

Contact

Refund and cancellation requests: contact.swastha360@gmail.com | WhatsApp: 918447715863