Refund & Cancellation Policy

Last updated: 12 May 2026  ·  Effective: 12 May 2026

This Refund and Cancellation Policy explains when refunds are available, when they are not, and how to request one. It forms part of our Terms of Service.

1. Discovery consultation fee

The discovery consultation is currently complimentary for early users, so no consultation fee is charged when you book. If we introduce a consultation fee in future, it will be shown at checkout before you pay, and would be refundable as credit toward your program.

1.1 Refundable

• If you cancel or reschedule at least 4 hours before your scheduled consultation slot, via the Service or by emailing support
• If Kaivo or the Practitioner is unable to conduct the consultation due to reasons within our control (e.g., we cancel from our side)
• If, after the consultation, the Practitioner determines you are not medically suitable for treatment and no treatment is initiated

1.2 Non-refundable

• No-show: If you do not attend your scheduled consultation without prior cancellation
• Late cancellation: If you cancel less than 4 hours before the scheduled time
• Practitioner running late: If the Practitioner is delayed and you choose not to wait, or if the consultation is rescheduled for technical or logistical reasons but the consultation is offered within a reasonable time
• Technical issues on your end: If you cannot join the call due to your own internet, device, or other technical problems
• You provide false information: If the consultation is ended early because you provided false or misleading information
• You are unfit for telemedicine: If the Practitioner ends the consultation because you are intoxicated, not in a private location, not at your residence, or otherwise unsuited to telemedicine

2. Medications

In compliance with the Drugs and Cosmetics Rules 1945 and standard pharmacy practice, prescription medications (including GLP-1 medications) are not eligible for refund or return once they have been dispensed and shipped. This is for reasons of public health, drug safety, and the inability to verify storage conditions once a medication leaves the licensed pharmacy.

Exceptions — refund or free replacement available if:

• Damaged or tampered packaging: Do not use the medication. Contact us within 24 hours of delivery with photographs.
• Incorrect medication or dosage dispensed by error: Do not use. Contact us immediately.
• Expired or near-expiry medication (less than 50% shelf-life remaining at the time of delivery): We will replace at no charge.
• Failed cold chain: If you have documented evidence that the cold chain was broken during transit and the medication is no longer safe to use, contact us within 24 hours.

Replacements are sent at no additional charge. If a replacement is not available, a pro-rata refund may be offered at Kaivo's discretion.

3. Monthly subscription plans

• You may cancel at any time via your account dashboard or by emailing support
• Cancellation takes effect at the end of your current billing cycle. You will not be charged for the next cycle.
• Medication already dispensed for the current cycle is not refundable (see Section 2)
• Unused months on a prepaid multi-month plan: pro-rata refund of unused months (excluding any medication already dispensed), processed within 14 working days
• If you cancel before your first consultation, you receive a full refund less any payment gateway charges incurred

4. Pause or pause-and-resume

You may request to pause your subscription for up to 60 days for medical or personal reasons. During a pause, no charges accrue and no medication is dispensed. Resume by contacting support.

5. How to request a refund

Email support@getkaivo.in with:

• Your full name and registered phone number
• Order ID or consultation ID
• Reason for the refund request
• Any supporting evidence (photos of damaged packaging, timestamps, etc.)

We aim to acknowledge your request within 2 working days and resolve it within 7 working days.

6. How refunds are processed

Refunds are processed to the original payment method (credit card, debit card, UPI, or net banking). Payment gateway charges (typically 2-3% of the transaction) may be deducted from the refund amount if explicitly displayed at the time of purchase. Bank processing time is typically 5-10 working days after we initiate the refund.

7. No refund where Kaivo is not at fault

Kaivo is not obligated to provide a refund where the issue was outside our control, including: your decision to discontinue treatment, your inability to use medication due to lifestyle factors, side effects that the Practitioner had disclosed during consultation, your choice to switch to a different provider, or any reason not specifically listed in this policy as refundable.

8. Disputes and your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act 2019 or Consumer Protection (E-Commerce) Rules 2020. If you are not satisfied with our resolution, you may contact our Grievance Officer (details below) and, failing satisfactory resolution within 30 days, approach the District Consumer Disputes Redressal Commission having jurisdiction over your place of residence.

9. Fraud and chargebacks

If you initiate a chargeback or payment reversal without first attempting to resolve the issue through our support and grievance process, Kaivo reserves the right to suspend your account and pursue all available legal remedies. Repeated unsubstantiated chargebacks may result in permanent termination.