We understand that health journeys can be complex, and we aim to support you through a transparent and fair refund process. Please read the guidelines below to understand eligibility, time frames, and exceptions.

Policy Overview:

Criteria:

Criteria 1 - Compliant user: A user is considered highly compliant if they have attended more than 80% of scheduled consultations and implemented more than 80% of the agreed-upon lifestyle habits. This level of compliance is required to be eligible for any program-based refund.

Criteria 2 - Observable results: There has been less than 2-point symptom improvement health metric. Required to meet this for refund eligibility in result-based programs.

Order Cancellation

1. Orders can only be cancelled if they have not yet been shipped. Once an order is shipped, it is considered final and cannot be cancelled.
2. To request a cancellation (if applicable), please email us on refunds@sova.health with your order details.
3. If your cancellation request is received before shipment, the order will be cancelled and a refund will be issued to the original payment method within 7 to 10 business days.
4. Orders that have already been shipped cannot be cancelled or refunded under any circumstances.

Refund

We offer refunds in specific cases as listed below. Please refer to the applicable reason and time limits.

Replacement

You may request a replacement under the following conditions:

1. The product expired at the time of delivery.
2. The packaging was damaged or tampered with upon delivery.
3. You received the wrong product (not what was ordered).
4. There are quality concerns such as texture, color, or appearance deviations that impact usability (evaluated case by case).

Exceptions to Refund and Replacement

We do not offer refunds or replacements under the following circumstances:

1. The delivery could not be completed due to an incomplete or incorrect address and/or an invalid phone number provided by the customer.
2. Dissatisfaction with the interpretation of test reports once delivered (reports are non-reversible).
3. Discounted or sale items are not eligible for refunds.
4. The product has been fully consumed, making issue verification impossible.
5. The packaging is missing or damaged due to user mishandling.
6. Replacement or refund requests are made after 3 days (72 hours) from delivery.
7. Blood tests are a complimentary add on for 3 months and above programs in case it's not serviceable in your area no refund is eligible for it.

General Terms & Disclaimers

1. The Company reserves the right to refuse or discontinue services where reasonably necessary, including cases involving fraud, abuse, misuse, regulatory requirements, safety concerns, or violation of applicable terms.
2. All decisions regarding cancellations, refunds, and replacements are made at the sole discretion of Sova Health and will be final and binding.
3. We are not responsible for delays in delivery caused by external circumstances, including natural disasters or logistical issues.
4. Please take a moment to check the expiry date, product condition, and packaging when your order arrives. If you notice any issues, let us know within the timelines mentioned so we can help you quickly
5. Abuse of this policy, such as excessive or fraudulent claims, may result in restriction of future orders or suspension of your account.
6. Nothing in this policy restricts a consumer's statutory rights under applicable consumer protection laws.
7. Sova Health shall provide replacement, return or refund where products are defective, damaged, materially different from description, or where required under applicable law.
8. The Company does not levy cancellation charges. Deductions relate solely to costs of services already rendered, diagnostic tests conducted, or customised products already manufactured and therefore do not constitute cancellation charges under Rule 4(f).
9. The Company does not guarantee any specific health outcome or result from use of its products or services. Nothing in this disclaimer limits consumer rights available under applicable law.

Customer Support

For any concerns or help with cancellations, refunds, or replacements, please reach out to our support team:

WhatsApp: +91 8045682323
Email: refunds@sova.health / support@sova.health

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Refund and Replacement Policy for Program

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Policy Overview

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Refund Eligibility Criteria

To be considered for a program-based refund, a client must satisfy both of the following criteria:

Criteria 1 — Compliance

A client is considered highly compliant if they have:

• Attended more than 80% of all scheduled consultations, and
• Implemented more than 80% of the agreed-upon lifestyle habits.

This level of compliance is a mandatory prerequisite for any program-based refund. Clients who do not meet this threshold will not be eligible regardless of outcomes.

Criteria 2 — Observable Results

A client demonstrates no observable results if there has been less than a 2-point improvement in the symptom or health metric being tracked under the program. This criterion applies specifically to result-based programs and must be met alongside Criteria 1 for refund eligibility.

Note: Both criteria must be met simultaneously for a refund claim to be valid. Meeting only one does not constitute eligibility.

Role and Nature of Coach Involvement

Our coaches are dedicated nutrition professionals who guide, support, and hold you accountable throughout your program journey. It is important to understand the nature and boundaries of their involvement:

1. Advisory Role: Coaches provide personalised guidance based on the information shared by the client. Their advice is intended solely for the enrolled client and cannot be extended to or used for any other individual.
2. Not a Medical Substitute: Coach support and program recommendations do not replace, substitute, or override the advice of a qualified medical professional. Clients are encouraged to consult their doctor for any medical decisions.
3. Supplement Recommendations: Coaches and associates may recommend health supplements or nutraceuticals as part of the program. However, program success is not solely dependent on supplement use. The decision to consume any such product rests entirely with the client, and medical advice should be sought before doing so.
4. Coach Leave and Continuity: Coaches are eligible for leave under personal or unforeseen circumstances. Should a coach's leave affect scheduled coaching days, an equivalent program extension will be provided to ensure the client receives the full value of their program. Any changes to the coaching schedule will be communicated promptly to minimise disruption.

Cancellation, Rescheduling, and No-Show Policy

Punctuality

Clients are requested to be on time for all scheduled appointments and sessions.

Rescheduling or Cancellation

• Requests to reschedule or cancel must be made in writing (either email or whatsapp) at least 24 hours before the scheduled time.
• Requests received after this window cannot be accommodated and client will be considered as ‘no show.’

No-Show Definition

If a client fails to attend a session on time, our team will wait for a maximum of 10 minutes. Failure to join within this window will result in the session being marked as a “No Show.”

Consequences of a No-Show

• The session will be considered fully exhausted — no refund, adjustment, or rescheduling will be provided.
• Repeated no-shows will count against the client's compliance score under Criteria 1.

Additional Sessions

Once all scheduled sessions are utilised, any additional sessions will be charged separately at the prevailing rate.

Client Obligations and Covenants

By enrolling in the program, the client agrees to and acknowledges the following:

1. Personal Use Only: The advice, guidance, and materials provided under the program are exclusively for the enrolled client and may not be shared with or applied to any other individual.
2. Accurate Information: The client is responsible for providing complete, accurate, and up-to-date information to the company and its associates as required for the effective delivery of services.
3. Program Start Date: If the client wishes to delay the start date of the program, they must inform the company before the program begins. Post-commencement delays are not eligible for a modified start.
4. Client Connect: Upon purchase of the program, the Sova team will make a maximum of three attempts in five working days (excluding public holidays) to contact the client on their registered mobile number to facilitate onboarding. Should the client remain unreachable after all three attempts, the Sova team will send a formal communication from support@sova.health to the client's registered email address, documenting the unsuccessful contact attempts. Failure to revert to that email in 48 hours, the client will be marked as a drop-out and their enrollment will be considered lapsed.
5. Program Hold: Once the program has commenced, a client may place it on hold only once during the program tenure, for a maximum period of two weeks.
6. Active Communication: Clients must maintain active communication with their assigned coach throughout the program. This includes timely responses to messages about schedules and program status.
   • Unresponsiveness for 30 consecutive days will be treated as a lapse in active communication and will lead to program discontinuation, effective on a specified termination date per internal protocol.
   • Notice of discontinuation will be communicated to the client's registered email address.
7. Right to Discontinue Enrollment: The company reserves the right to discontinue a client's enrollment, without notice or refund, in the event of disrespectful, abusive, or inappropriate conduct directed towards our health coaches or any member of the Sova team.

Disclaimer

1. The program is not intended as a replacement for a doctor's advice or medical treatment. The company does not make medical decisions on behalf of clients or their families.
2. No products, pills, food items, or methods are claimed to have properties to cure any disease.
3. While health supplements and nutraceuticals may be recommended, their use is entirely at the client's discretion. Clients should consult a qualified medical practitioner before consuming any such products.
4. The program does not substitute for personal medical attention, diagnosis, or in-person treatment by a qualified medical professional.
5. Results may vary based on individual compliance, health conditions, and lifestyle factors.