Cancellation Policy

Heartiest Cancellation Policy Effective Date: October 2025 Applies to: All products, programs, digital courses, assessments, subscriptions, wellness challenges, corporate packages, and physical goods sold or promoted through Heartiest.org, Heartiest App, or any associated online/offline channels managed by Heartiest Wellness Pvt. Ltd. (“Heartiest”, “we”, “our”, or “us”). Registered Contact: Dr. R. Gupta P-45, Mayur Vihar Phase I, Near Ahlcon Public School, Near Mayur Vihar Metro Station, Delhi – 110091 Email: info@heartiest.org Phone: +91 9810 190 624

1. Purpose and Scope

This Cancellation Policy defines the rights, responsibilities, and limitations relating to the cancellation of purchases, subscriptions, programs, or orders made through Heartiest platforms. Heartiest operates across multiple verticals — including health and wellness education, digital learning, personal assessments, challenges, wellness events, and the Heartiest Store offering physical wellness goods. Each of these categories involves different modes of engagement, delivery timelines, and refund implications. The purpose of this policy is to:

• Provide transparency for all cancellations and related financial implications.
• Ensure compliance with consumer protection laws while safeguarding Heartiest from fraudulent or exploitative cancellation attempts.
• Maintain fairness between the user’s rights and the company’s operational commitments, logistics, and intellectual property protection.

This policy applies to:

• Online purchases (Heartiest.org / Heartiest App)
• Subscription services (digital, recurring, or membership-based)
• Corporate wellness packages and institutional programs
• Assessment & reporting systems
• Physical products sold through Heartiest Store (D2C or marketplace)
• Offline workshops, training sessions, and events

2. Definitions

To ensure clarity:

• Customer / User / Participant: Any individual, corporate client, or institutional entity that purchases, subscribes, registers, or uses any Heartiest service or product.
• Order Date: The date on which the payment is successfully processed.
• Cancellation Request: A formal request raised by the customer to discontinue a product, service, or subscription before delivery or completion.
• Digital Product: Includes assessments, reports, e-books, courses, certifications, webinars, challenges, or app-based subscriptions.
• Physical Product: Tangible items purchased from Heartiest Store (e.g., wellness goods, books, merchandise, kits, or health boxes).
• Corporate Program: A B2B engagement involving health assessments, workshops, dashboards, and employee participation.
• Processing Fee: Administrative costs incurred by Heartiest during the processing or cancellation of orders.

3. General Principles of Cancellation

Heartiest strives for flexibility and fairness; however, because several services are personalized, digital, and immediately accessible post-purchase, not all cancellations are eligible for refund once the service has commenced or been delivered in part. The following general principles apply:

1. Transparency First: All cancellation terms are publicly displayed before checkout and in email confirmations.
2. Digital Delivery = Final Sale: Digital content and personalized reports are deemed “delivered” once the user has accessed, downloaded, or received the digital material.
3. Subscription Cancellations: Users may cancel future billing anytime, but refunds are not issued for prior billing periods already processed.
4. Physical Products: Eligible for cancellation before dispatch only. Once shipped, standard return & refund policies apply (see separate policy).
5. Corporate / Institutional Orders: Bound by the contractual terms signed at the time of engagement.
6. Good Faith Principle: Cancellations due to technical issues, duplication of payment, or genuine errors are handled empathetically and refunded upon verification.
7. Fraudulent or Abusive Use: Repeated cancellations, misuse of offers, or exploitation of digital content followed by refund requests may lead to account suspension.

4. Cancellations by Product Type

4.1 Digital Courses, Programs, and Challenges

• Once a user enrolls in a course, workshop, or 30-day challenge, access credentials are created instantly, and digital material becomes available.
• Therefore, cancellation or refund requests after access is granted are not permitted except under rare cases of system malfunction or double payment.
• Users may cancel before the program start date (if applicable) for a 90% refund (10% retained for processing).
• If cancellation is requested within 24 hours of access and before substantial course usage (less than 10% viewed), a partial refund (up to 50%) may be approved after internal review.

4.2 Self-Assessment and Reporting Services

• Assessment tests and automated reports are digitally generated and personalized.
• Hence, once a test is taken or a report generated, no cancellations or refunds apply.
• If a user paid but couldn’t access the test due to system error, they may raise a request within 72 hours, and access will be restored or refunded (processing fee ₹99 deducted).

4.3 Subscription-Based Services

• Subscriptions can be canceled anytime through user settings or written request to info@heartiest.org.
• Cancellations prevent future renewals but do not refund past payments already processed.
• To ensure fairness, users are notified 3 days before auto-renewal via email or WhatsApp reminder (where applicable).

4.4 Physical Products – Heartiest Store

• Orders may be canceled within 12 hours of purchase or before shipment confirmation, whichever is earlier.
• Once shipped, the order cannot be canceled but may qualify for return/refund under separate policy conditions (defects, wrong product, or damage).
• Orders placed using promotional coupons, referral credits, or discounted bundles are non-cancellable post-confirmation.
• Bulk, custom, or perishable items (e.g., food-based goods) are strictly non-cancellable once processed.

4.5 Corporate, School, and Institutional Programs

• Cancellations for B2B programs must follow contractual clauses signed at onboarding.
• Once the engagement letter or invoice is approved, any cancellation before program delivery incurs a 30% administrative deduction.
• Once assessments, access, or content distribution begin, no cancellation is permissible.
• Heartiest may, at its discretion, reschedule sessions rather than cancel them if due to unforeseen events.

5. Cancellations by Heartiest (Force Majeure & Operational Grounds)

Heartiest reserves the right to cancel, postpone, or discontinue services due to:

• Technical system failures
• Instructor unavailability (for live sessions)
• Logistical or inventory issues (for store products)
• Acts of God, natural disasters, or regulatory restrictions

In such cases:

• Customers will be offered rescheduling, full refund, or wallet credit of equal value (user choice).
• No compensation beyond the paid amount will be entertained.
• Heartiest will make reasonable efforts to notify affected users within 72 hours.

6. Refund-Linked Cancellations (When Applicable)

Refunds for valid cancellations are:

• Processed within 7–10 working days of approval.
• Credited to the original payment source used at checkout.
• Subject to deduction of:
  • Payment gateway fee (2–3% typical)
  • Administrative processing fee (5–10%)
  • Content access fee (if partial use confirmed)
• In case of partial cancellations in bundled offers, refund amounts are proportionally adjusted.

Heartiest is not liable for delays caused by external payment processors or banks.

7. Method for Submitting Cancellation Requests

Customers can raise a cancellation request through any of the following:

1. Email: info@heartiest.org
2. Heartiest App > Support > “Request Cancellation”
3. Contact Form on Heartiest.org
4. Phone: +91 9810 190 624 (during working hours 10 AM–6 PM, Mon–Sat)

Each request must include:

• Full name
• Registered email / phone number
• Transaction ID or order number
• Reason for cancellation
• Screenshot or reference (if applicable)

Once received, the Heartiest Support Team will acknowledge within 48 business hours and confirm next steps.

8. Non-Cancellable & Non-Refundable Items

To maintain fairness and data integrity, the following items are strictly non-cancellable:

• Digital assessment tests and reports after initiation
• Downloadable content (eBooks, guides, PDFs, templates)
• Promotional, discounted, or bundled purchases
• Gift cards and wallet credits
• Donations, CSR, or sponsored wellness drives
• Subscriptions after the billing date
• Physical goods already shipped or delivered

9. Abuse Prevention & Misuse Policy

Heartiest monitors transaction patterns to prevent misuse, including:

• Downloading digital assets followed by refund claims
• Subscribing for free trials and repeating cancellations using multiple accounts
• Exploiting price or coupon errors for personal gain
• Abusive communication or threats to staff during refund negotiations

Such actions may lead to:

• Account suspension
• Denial of future services
• Reporting to payment gateways for policy violation

Heartiest retains the right to blacklist user accounts that demonstrate repeated abuse.

10. Customer Communication and Escalation

Heartiest maintains a transparent, stepwise escalation process:

1. Level 1 – Support Team: Initial response within 48 business hours
2. Level 2 – Compliance Manager: Review within 7 days (if unresolved)
3. Level 3 – Director’s Office (Final Review): Within 15 days (decision final)

All escalations must be initiated in writing to info@heartiest.org, marked “ATTN: Cancellation Escalation”.

11. Policy on Wallet Credits or Alternate Compensations

In special cases (e.g., events canceled, delayed deliveries), Heartiest may issue wallet credits or discount vouchers instead of refunds. These credits:

• Hold validity for 6 months from issue date
• Can be used toward any digital course, product, or subscription
• Are non-transferable and non-refundable
• Cannot be encashed

12. Compliance and Legal Framework

This Cancellation Policy complies with:

• The Consumer Protection Act, 2019 (India)
• The Information Technology (Intermediary Guidelines) Rules, 2021
• The Legal Metrology (Packaged Commodities) Rules (for physical goods)
• Applicable data privacy and e-commerce regulations

Heartiest operates as an educational and wellness awareness platform and does not substitute medical advice. Hence, cancellation disputes cannot be based on user dissatisfaction with medical outcomes or self-perceived health results.

13. Updates and Amendments

Heartiest reserves the right to update this policy as necessary to reflect new business practices, legal changes, or consumer feedback. Any updates will be:

• Posted on the website with the effective date
• Communicated to registered users (via email or notification) at least 7 days prior to enforcement Continued use of Heartiest products/services after the update constitutes acceptance of the revised policy.

14. Contact Information

For queries related to cancellations, write to: Heartiest Wellness Pvt. Ltd. Attn: Support Department P-45, Mayur Vihar Phase I Near Ahlcon Public School, Near Mayur Vihar Metro Station Delhi – 110091, India Email: info@heartiest.org Phone: +91 9810 190 624

15. Declaration

By accessing or purchasing any Heartiest product, program, or service, the user acknowledges:

• That they have read, understood, and agreed to this Cancellation Policy.
• That they understand some digital services are final and non-refundable upon access.
• That cancellations or refunds are subject to verification, fair use, and operational constraints.

Heartiest commits to treating all customers with fairness, transparency, and empathy, while maintaining the sustainability of its health mission. End of Policy