Refund policy

1. When You Can Request a Refund

Refunds are available only in the circumstances described below. Every refund request must be supported by the documentation specified for the applicable situation.

1.1 Service Failure by RESET10

You are entitled to a 100% refund if either of the following occurs due to our fault:

  • We fail to contact you within three (3) working days of successful payment; or
  • We fail to provide your personalised nutrition programme within seven (7) working days after you have submitted all required assessment forms, reports, and information.

If you delay submitting the required information or medical reports, these timelines will automatically pause until all requested information has been received.

Refund Amount:
100% of the programme fee, with no administrative deduction.

1.2 Duplicate or Erroneous Payment

If you are charged more than once for the same programme due to:

  • duplicate payment,
  • payment gateway malfunction,
  • technical error,

you may request a refund of the duplicated amount.

Requests must be submitted within 14 days of the duplicate charge.

Refund Amount:
The duplicated amount only, subject to payment gateway and banking verification.

1.3 Unauthorised Transaction

If payment was made using your:

  • debit card,
  • credit card,
  • bank account,
  • UPI ID,

without your authorisation, you may request a refund.

Supporting documents must include either:

  • a signed written dispute from the account holder; or
  • written confirmation from the issuing bank that the transaction is disputed.

Refund Amount:
The disputed amount, subject to verification.

1.4 Documented Medical Incompatibility

If a licensed medical practitioner certifies that participation in a personalised nutrition programme such as RESET10 is medically inappropriate for your condition, you may request a pro-rata refund.

The medical certificate must include:

  • doctor's full name;
  • medical registration number issued by the National Medical Commission (NMC) or relevant State Medical Council;
  • clinic or hospital name;
  • address and contact details;
  • the diagnosed medical condition;
  • a signed statement confirming that participation in the programme is medically contraindicated.

Requests must be submitted within 14 days of your first consultation.

The following will not be accepted:

  • unsigned notes;
  • incomplete certificates;
  • prescription slips without the required details;
  • certificates from persons not licensed to practise medicine in India;
  • documents obtained only after a refund request has already been declined.

Refund Amount:
Pro-rata refund for unused complete months, less a ₹1,500 consultation and onboarding fee.

1.5 Cancellation by RESET10

If RESET10 terminates your programme because we determine that your clinical needs cannot safely be supported through our Services, and such termination is not due to your conduct, non-cooperation, or breach of our Terms & Conditions, you will receive:

Refund Amount:
Pro-rata refund for unused complete months with no administrative deduction.

2. Non-Refundable Situations

Refunds are not available in the following circumstances. This list is illustrative and not exhaustive.

Refunds will not be granted for:

  • change of mind;
  • loss of motivation;
  • dissatisfaction after your personalised programme has been delivered;
  • slower-than-expected progress;
  • failure to achieve desired results;
  • lack of adherence to the programme;
  • failure to attend consultations;
  • failure to respond to coaches for 14 or more consecutive days;
  • disagreement with dietary recommendations after programme delivery;
  • relocation, travel, work commitments, examinations, or personal circumstances;
  • failure to provide requested health information, reports, or medical history;
  • promotional, discounted, complimentary, or free programmes unless expressly stated otherwise;
  • requests submitted more than 14 days after the qualifying event;
  • requests without the documentation required under Section 1;
  • accounts terminated due to violation of the Terms & Conditions, including abusive, fraudulent, or unlawful behaviour;
  • payment gateway charges;
  • bank processing fees;
  • non-recoverable taxes;
  • GST already deposited with the Government where reversal is not legally permitted.

3. How to Request a Refund

Refund requests must be submitted in writing.

Requests made verbally, over telephone, WhatsApp, or during consultations do not constitute a formal refund request.

Please email:

support@reset10.in (replace if different)

Subject:

Refund Request

Include:

  • full registered name;
  • registered mobile number;
  • registered email address;
  • programme purchased;
  • payment date;
  • invoice or payment reference (if available);
  • the specific clause under Section 1 on which your request is based;
  • all required supporting documentation.

We aim to:

  • acknowledge receipt within one (1) working day; and
  • communicate our decision within five (5) working days.

Approved refunds are generally processed within 7–10 working days after approval.

4. Refund Method

Approved refunds will be credited only to the original payment method used for the purchase.

Refunds cannot be transferred to another:

  • bank account;
  • credit card;
  • debit card;
  • UPI ID;
  • third party.

Depending on your bank or payment provider, it may take an additional 5–10 working days for the refunded amount to appear after we process it.

5. Taxes (GST)

Refund calculations are based on the programme fee.

Goods and Services Tax (GST) will be refunded only to the extent permitted under applicable Indian tax laws.

Where GST has already been remitted to the Government and cannot legally be reversed, the refund will exclude that non-recoverable amount.

Any such deductions will be clearly communicated before processing the refund.

6. Programme Pause Option

If temporary circumstances prevent you from continuing your programme, RESET10 may allow you to pause your programme instead of requesting a refund.

Programmes may generally be paused for up to sixty (60) days, subject to approval.

Common reasons include:

  • travel;
  • surgery;
  • temporary illness;
  • pregnancy;
  • bereavement;
  • work commitments;
  • examinations;
  • family emergencies.

Your remaining programme duration will resume once you restart.

Where a refund request does not qualify under Section 1, a programme pause may be offered instead.

Pause requests may be submitted by:

  • emailing support@reset10.in (replace if different); or
  • contacting your assigned nutrition coach through the designated communication channel.

7. Chargebacks & Payment Disputes

If you initiate a chargeback or payment dispute for reasons not covered under Section 1, RESET10 reserves the right to provide the payment processor, bank, or card issuer with documentation demonstrating:

  • acceptance of these Terms;
  • acceptance of this Refund Policy;
  • programme delivery records;
  • consultation history;
  • communication records;
  • onboarding records.

Fraudulent, abusive, or bad-faith chargebacks may result in:

  • permanent account suspension;
  • termination of Services;
  • recovery proceedings where permitted under applicable law.

8. Changes to this Refund Policy

RESET10 may update this Refund Policy from time to time.

The version of the Refund Policy that was in effect on the date of your purchase shall apply to that purchase.

Any amendments will apply only to purchases made after the revised Effective Date.