Return and Refund Policy

HEARTIEST — RETURN & REFUND POLICY Effective Date: October 2025 Issued by: Heartiest Wellness Pvt. Ltd. (“Heartiest”, “we”, “our”, or “us”) Registered Address: 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 Return & Refund Policy defines how refunds, replacements, and returns are handled for all purchases made through Heartiest.org, Heartiest App, and all other official sales or distribution channels managed by Heartiest Wellness Pvt. Ltd. Heartiest operates as a wellness, education, and preventive-health platform. It offers a combination of:

• Digital services (courses, challenges, assessments, reports, subscriptions, webinars, learning programs)
• Physical products (Heartiest Store health foods, supplements, dry fruits, snacks, books, accessories, and merchandise)
• Corporate and institutional packages (B2B wellness programs)

Because our operations include both digital and physical offerings, this policy separately outlines how refunds apply to each category, ensuring compliance with consumer-protection standards while safeguarding our intellectual property and product quality.

2. Guiding Principles

Heartiest’s refund policy is guided by three key values:

1. Transparency: All refund and return terms are clearly stated prior to purchase and in every transaction confirmation.
2. Fairness: Refunds are processed in good faith when justified, without penalizing genuine users.
3. Integrity: Digital services once accessed are final, but exceptional cases are treated with compassion and verified evidence.

We operate under the Consumer Protection (E-Commerce) Rules, 2020, Information Technology Act, 2000, and other applicable laws.

3. General Conditions for Eligibility

A transaction qualifies for refund or replacement only if it meets the following conditions:

• The purchase was made directly through Heartiest.org or Heartiest App (not via resellers).
• A valid transaction ID or order number is provided.
• The refund request is raised within the prescribed timeframe for that category (see Section 5).
• The issue is not a result of user negligence, misuse, or subjective dissatisfaction (e.g., “I did not like the content”).
• Digital services have not been fully consumed, downloaded, or completed.
• For physical products, the item is unused, sealed, and in original packaging.

4. Non-Refundable Categories

The following items and services are strictly non-refundable and non-returnable:

1. Digital downloads (e-books, PDFs, videos, reports, guides)
2. Assessments, health reports, and personalized digital plans once generated
3. Subscriptions after the billing cycle has begun
4. Programs and workshops already accessed or attended
5. Food products, dry fruits, or consumables once delivered (for hygiene reasons)
6. Gift cards, discount vouchers, or referral credits
7. Donations, CSR contributions, or sponsorship payments

Exceptions apply only in verified cases of technical failure or double payment.

5. Refund Categories and Timelines

5.1 Digital Services (Courses, Webinars, Challenges)

• If access has not yet been granted, you may cancel and request a 90% refund within 24 hours of purchase (10% covers administrative costs).
• If access is granted but less than 10% of content has been consumed, a partial refund (up to 50%) may be issued after verification.
• Once more than 10% of the content is accessed, or course materials are downloaded, no refund will be possible.
• Refund requests must be raised within 72 hours of purchase via info@heartiest.org.

5.2 Assessments and Reports

• Assessments and generated reports are personalized and automated. Once initiated, refunds are not permitted.
• If the system fails to deliver a report or payment fails after deduction, users must contact support within 48 hours; refund or access restoration will be provided.

5.3 Subscription and Membership Plans

• Subscriptions can be canceled anytime to prevent future renewals.
• Refunds are not issued for previous billing cycles.
• In case of double billing or accidental auto-renewal, users may contact support within 7 days, and refund will be processed after verification.

5.4 Physical Products (Heartiest Store)

• Returns are accepted only if:
  • Product is damaged, defective, expired, or incorrect on delivery.
  • Product remains unused, sealed, and in original packaging.
  • Return request is raised within 48 hours of delivery.
• Non-perishable items (e.g., bottles, accessories, merchandise) may be returned within 7 days if unopened.
• Once approved, a reverse-pickup will be arranged within 5–7 business days.
• Refund is initiated after quality inspection upon receipt of returned goods.

5.5 Corporate & Institutional Programs

• Governed by contractual terms signed with the client.
• Refunds are not applicable once onboarding or data collection has commenced.
• In case of cancellation before kickoff, 70% refund (30% administrative deduction) may apply.

6. Refund Process and Payment Mode

Once eligibility is verified, refunds will be:

• Processed within 7–10 business days
• Credited via the same payment method used during purchase (bank transfer, UPI, or card reversal)
• Subject to deduction of:
  • Payment-gateway charges (usually 2–3%)
  • Processing or administrative fees (up to 10%)
  • Proportionate cost of services already rendered

If the original payment method is unavailable or expired, refund will be issued as Heartiest wallet credit, valid for 6 months.

7. How to Request a Refund or Return

To initiate a request, contact Heartiest Support using any of the following channels:

1. Email: info@heartiest.org
2. Contact Form: www.heartiest.org/contact
3. Phone: +91 9810 190 624 (Mon–Sat, 10 AM – 6 PM)
4. App: Navigate to My Orders → Request Refund

Your request must include:

• Full name and registered email/phone
• Order ID / Transaction number
• Reason for refund/return
• Proof of purchase (invoice or payment screenshot)
• Photographs (for damaged/defective physical products)

Support will acknowledge within 48 business hours and update you at each stage until resolution.

8. Processing & Verification

Heartiest reserves the right to verify refund claims through:

• Internal purchase records
• System usage logs (for digital content access)
• Quality inspection (for returned products)
• Payment-gateway transaction confirmations

Refunds claimed on false grounds, repeated misuse, or post-consumption of services will be declined. Accounts engaging in abusive refund behavior may be restricted or blacklisted.

9. Refund Exceptions (Force Majeure & System Failures)

Refunds may be granted beyond standard timelines only when:

• Payment was deducted but not recorded due to technical error.
• Duplicate payments were made for the same service.
• Force majeure events (system outage, disaster, health emergency) disrupted delivery.

In such events, Heartiest will offer:

1. Full refund, or
2. Equivalent wallet credit, or
3. Rescheduled service / replacement

Decision will be mutually discussed with the customer.

10. Product Replacement Policy

Replacement is preferred over refund when:

• A product is defective or incorrect.
• An alternative of equal or higher value is available.
• User opts for replacement instead of refund.

Replacement shipments will be dispatched within 5–7 business days after return approval.

11. Wallet Credits, Gift Cards, and Promotional Purchases

Refunds are not applicable for purchases made entirely or partly using:

• Heartiest wallet credits
• Promotional coupons or campaign offers
• Gift cards or referral bonuses

If the product/service is unavailable, an equivalent wallet credit may be re-issued instead.

12. Communication During Refunds

Heartiest maintains full transparency during refund processing. Users receive:

• Acknowledgment email on receipt of request
• Verification update after internal review
• Final confirmation with refund reference number

All communication occurs via official Heartiest channels only.

13. Refund Liability Limitation

Heartiest’s financial liability for any verified claim is limited to the amount actually paid by the user for that specific service or product. We are not liable for:

• Consequential, indirect, or emotional losses
• Third-party delivery delays
• Loss caused by incorrect address or unavailability during delivery
• External payment-gateway delays beyond our control

14. Fraudulent Transactions & Misuse Prevention

Heartiest continuously monitors refund patterns to prevent misuse such as:

• Downloading full digital content followed by refund request
• Multiple account creation for exploiting discounts
• False damage claims with tampered evidence
• Repeated chargeback filings via payment providers

Confirmed fraudulent users will face:

• Account suspension
• Legal notice under the Information Technology Act, 2000
• Reporting to payment gateways and cyber authorities

15. Refunds for International Orders

For overseas users:

• Refunds are processed in Indian Rupees (INR) only.
• Foreign-currency exchange fluctuations are borne by the user.
• International transaction fees charged by banks are non-refundable.
• Refund timeline may extend up to 21 business days depending on global banking channels.

16. Grievance Redressal

Heartiest follows a structured 3-tier escalation system:

1. Level 1 – Customer Support Team Email: info@heartiest.org Response within: 48 hours
2. Level 2 – Refund & Compliance Manager Email: compliance@heartiest.org Response within: 7 business days
3. Level 3 – Grievance Officer Name: Data Protection and Compliance Officer Address: P-45, Mayur Vihar Phase I, Delhi – 110091 Email: grievance@heartiest.org Resolution within: 15 days (final)

All disputes shall be subject to Delhi jurisdiction, governed by Indian law.

17. Policy on Corporate and Institutional Refunds

For corporate clients:

• Payments are milestone-based.
• If a project is paused or canceled due to non-performance by Heartiest, unused funds will be refunded proportionally after verification.
• Refunds are processed to the same entity that made payment (no redirection to employees or individuals).
• Adjustments or credit notes may be issued for future collaborations.

18. Policy Updates

Heartiest reserves the right to revise this policy to reflect business or legal changes. Revisions will be:

• Published on heartiest.org/policies/refund with the new effective date
• Communicated via email to registered users (where applicable)
• Effective 7 days after publication

Users are encouraged to review this page periodically.

19. Force Majeure Disclaimer

Heartiest is not responsible for delay or non-performance caused by:

• Natural calamities, pandemics, government restrictions
• Internet or telecom failures
• Third-party platform outages In such cases, services may be rescheduled or credited instead of refunded.

20. Contact Information

Heartiest Wellness Pvt. Ltd. Attn: Refund & Compliance Team P-45, Mayur Vihar Phase I, Near Ahlcon Public School, Delhi – 110091 Email: info@heartiest.org | refunds@heartiest.org Phone: +91 9810 190 624

21. User Acknowledgement

By purchasing from Heartiest, the user confirms that they:

• Have read and understood this Return & Refund Policy.
• Agree that refunds are subject to verification, fair use, and technical feasibility.
• Accept that digital services, once accessed, are final and non-refundable.
• Will not initiate chargebacks without following due process.

Heartiest pledges to handle every valid refund request with fairness, empathy, and integrity — ensuring that every transaction remains a reflection of the trust placed in our brand. End of Policy