Refund and Cancellation Policy

1.1 This policy is the "refund/cancellation policy communicated at the time of purchase" referred to in the Metaboliq Terms & Conditions (clause "Cancellation and Refund"). It applies to everything you buy from Witness the Fitness Private Limited under the Metaboliq brand ("Metaboliq", "we", "us").

1.2 It covers:

• the Metaboliq Health Assessment, at the price shown at checkout when you buy it (its regular price is ₹1,699);
• the six-month programmes: Core, Premium and Elite, including everything each one lists: the care team, the tests, the two smart scales, and on Elite the supplement stack (medicine is never part of a programme's price);
• Maintain, for six months; and
• a doctor consultation bought on its own (₹799).

1.3 All prices are inclusive of GST. The price shown at checkout is the total you pay. Nothing is added later.

1.4 Medicine, if your doctor prescribes it, is billed separately each month. No Metaboliq programme price, on Core, Premium or Elite, covers medicine. Your doctor decides if it is right for you, and adjusts it at your reviews. A licensed pharmacy dispenses it. Section 7 explains how this policy treats medicines.

1.5 The version of this policy in force on the date you paid governs that purchase. If we change the policy later, the change applies only to later purchases.

1.6 You may buy a programme, a booking deposit or a plan put together for you through a payment link our team sends you after a call, at the price agreed on that call. The price is shown on the page before you pay, with this policy's version. What you paid is the price for every purpose of this policy: a refund is worked out from it and is never more than it. Clauses 3.9 to 3.11 say what happens when your doctor's first decision after you paid is that the programme is not right for you.

A plan put together for you may list medication at no charge, only to show that your doctor decides on it. Medication is billed separately, only on your doctor's prescription and only by a licensed pharmacy, never through that link.

2.1 For a programme, our care team contacts you within 7 business days of payment. They complete onboarding and activate your programme within 7 business days of payment. Your programme's six months start on the activation date.

2.2 You may reschedule any appointment up to two times, from 1 week up to 1 hour before it starts, subject to availability.

2.3 We may reschedule an appointment if a doctor, coach or partner becomes unavailable. If we do, you may choose a new slot, or a refund of that appointment if it was bought on its own.

3.1 You are free to cancel at any time. You can cancel in your account, by email to support@metaboliq.wtf, or on WhatsApp at +91-8048799240. These are the same channels you used to buy. We acknowledge every cancellation within 48 hours.

3.2 Within the first 30 days of activation: a refund with no questions asked, less the onboarding fee.

The onboarding fee pays for work done at the start of your programme: the doctor's onboarding review, your care-team allocation and the build of your personalised plan. It is shown as a separate line at checkout and on your invoice. If you cancel before onboarding has started, we refund the full amount, onboarding fee included. A programme paid for before 9 November 2026 keeps the onboarding fee it was sold with: ₹5,000 on Core, Premium and Elite (clause 1.5).

3.3 Severe adverse effect. A doctor on your care team may record that you have had a severe adverse effect during treatment, or may decide on medical grounds that you must stop the programme. In either case you may cancel at any point in the programme. We refund the fees for the full months not yet started, less the onboarding fee. A doctor's documented clinical decision, not a sales decision, settles whether this clause applies.

3.4 After 30 days, a programme is not refundable, except as set out in clauses 3.3, 3.9, 3.10 and 3.11 and Section 8.

3.5 What a refund covers. A refund covers the programme fee only: within 30 days of activation, everything you paid, less the onboarding fee. It is limited to the net amount you actually paid, after any discount, coupon, promotional credit or third-party benefit. It never includes:

• the cost of any medicine billed to you directly by a pharmacy;
• tests or consultations billed separately; or
• any other cost you incurred outside Metaboliq.

Medicine already dispensed to you cannot be returned (Section 7). It is billed to you separately, so it is never deducted from, or added to, a refund you are due under this policy.

3.6 Devices, kits and supplements. Every programme includes a smart weight scale and a smart body-composition scale, delivered to your home after you join. The scales are yours to keep, whether or not you cancel, and their value is not deducted from a refund you are due under this policy. Premium and Elite also include a continuous glucose monitor; sensors and consumables cannot be returned once delivered, and their value is not deducted either. Elite includes supplements as your doctor and nutritionist advise, up to 12 months' supply according to what you need, sent to your home during the six-month programme. Supplements already delivered cannot be returned, and deliveries stop when a programme is cancelled.

3.7 No automatic renewal. Programmes are for a fixed term and do not renew or debit you automatically. A new term starts only if you choose to buy one.

3.8 Weight-loss guarantee. Lose 15% of your body weight in 6 months, or your money back. Applies only to the six-month Core, Premium and Elite programmes, for members who complete the scheduled check-ins. If you complete a six-month Core, Premium and Elite programme, meet the conditions of the "Weight-loss Guarantee" clause of the Terms (metaboliq.wtf/terms#weight-loss-guarantee) and lose less than 15% of your starting body weight, we refund the programme fee you paid. The health assessment is not covered and keeps the refund in Section 4. Claims follow Section 9. Apart from this guarantee, no refund on any programme depends on results.

3.9 A programme bought before your first doctor consultation. Where we offer a programme on the strength of your own health answers, or you buy it after a call with our team, before a doctor on our panel has seen you, your first step after paying is a consultation with that doctor. If your doctor's first decision after you paid is that the programme is not right for you, we refund everything you paid for it, onboarding fee included. You do not need to ask. The refund starts within 7 working days of the decision and goes back to the way you paid, on your bank's timeline, as in Section 9. For a programme bought after a call with our team, clause 3.11 first lets you move to the programme your doctor recommends instead. If your doctor asks for more tests before deciding, that is not a decision under this clause; the decision that follows them is. Nothing you have already used of the programme is charged, and the scales are yours to keep (clause 3.6). Medicine is never part of this decision: only your doctor prescribes it, and it is billed separately. Once your doctor has cleared you, the rest of this section applies as for any programme.

3.10 A payment link paid twice, or paid after we replaced or withdrew it. A payment made on a link our team sent you still buys what that link said, even if you pay it after we replaced or withdrew it. If you pay for a programme you already hold, bought through such a link, within 14 days of the first payment, the second payment is refunded in full, without you having to ask, and buys nothing. The programme you moved to under clause 3.11, the rest of a programme whose booking deposit you paid, and anything else our team agreed with you separately are not second payments.

3.11 Moving to the programme your doctor recommends (a programme bought after a call with our team). If your doctor's first decision after you paid is that your programme is not right for you but another one is, our team may call you within 48 hours of the decision to offer it. You choose:

• if the programme your doctor recommends costs more than you paid, and you accept it on the payment page, what you paid moves to it as credit and you pay only the difference; the first programme then ends and is not refunded, because its money is now part of the new one;
• if it costs the same or less, we refund the first programme in full under clause 3.9, and you pay for the new one separately if you want it; or
• if you do not want it, tell us, and we refund the first programme in full under clause 3.9.

If you have not moved to the new programme within 72 hours of the decision, we refund the first programme under clause 3.9 without you having to ask, and the refund always starts no later than 7 working days after the decision. We never make a part refund of a programme to settle a change.

4.1 If we cannot collect your sample at home. Our partnered laboratories may be unable to collect at your address. If so, you choose one of two options:

• Option A: continue with a self blood test. You arrange the full set of tests covered by the assessment yourself, and you keep the doctor consultation. We charge ₹799 for the consultation and refund the rest of what you paid. For example: at the regular price you paid ₹1,699, so we refund ₹900.
• Option B: full refund. If you cannot arrange the tests yourself, we refund the full amount you paid (at the regular price, ₹1,699). No further services are provided.

4.2 Paid twice. If the same assessment was paid for twice, we refund the second payment in full.

4.3 Paid but never activated. If you paid but never confirmed the one-time code we sent, no account is opened and nothing is booked. We refund the full amount.

4.4 No refunds for other reasons. Apart from clauses 4.1 to 4.3 and Section 8, the assessment is not refundable. This includes, but is not limited to:

• a change of mind;
• moving after purchase to an address we cannot serve; and
• any other personal reason.

4.5 The assessment is not treatment. Paying for it does not entitle you to a prescription. No refund depends on what the doctor decides about your eligibility.

4.6 We never refund more than you paid. If you paid less than the listed price, the refund is the amount you paid, or that amount less ₹799 under Option A.

5.1 If you cancel at least 1 hour before the appointment, you get a full refund. A cancellation within 1 hour, or a missed appointment, is not refunded. You may still reschedule as set out in clause 2.2.

5.2 If the doctor does not attend, you choose either a new slot or a full refund.

6.1 The blood panels in a programme, every 3 months on Core and Premium and every month on Elite, form part of the programme fee and are covered by Section 3. Once a sample has been collected, that panel has been used.

7.1 Metaboliq does not sell, stock or dispense medicines. Every medicine is dispensed by a licensed pharmacy, and that pharmacy's returns policy applies to it, not ours. Medicine, if your doctor prescribes it, is billed separately each month. No programme price covers it.

7.2 By law and for your safety, a medicine cannot be returned once it is dispensed, unless:

• it was sent in error;
• it was sent in the wrong quantity; or
• it arrived damaged or with its cold chain broken.

In those cases, tell us within 48 hours of delivery and we will take it up with the pharmacy for you.

7.3 Medicine already dispensed to you cannot be returned. It is billed to you separately, so it is never deducted from a refund you are due under Section 3, and a Metaboliq refund never covers its cost.

8.1 If we fail to deliver what you paid for, you are entitled to a refund of the part not delivered. This applies whatever any other clause says. It covers a service that was deficient, not as described, or delivered late against the schedule we gave you, unless the delay was caused by a force majeure event.

8.2 If we cancel. We may decline or stop a service for reasons other than your breach of the Terms. If we do, we refund:

• all fees for any part not yet delivered; and
• the onboarding fee as well.

If you prefer, we can instead hold the amount as a credit for a future Metaboliq service. We will only do this if you ask for it.

8.3 If we end a programme because you breached the Terms (for example, by giving false medical information), we refund the fees for the full months not yet started, less the onboarding fee.

8.4 Nothing in this policy affects your rights under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

9.1 Ask for a refund in your account, by email to support@metaboliq.wtf, or on WhatsApp at +91-8048799240. You receive a reference beginning REFUND-. A named person on our team decides the request and records the decision and its time.

9.2 We decide every request within 7 working days of receiving it.

9.3 A person on our team initiates an approved refund within 5–7 working days of approval, to your original mode of payment. We use another account in your name only if you ask for it in writing.

9.4 After we initiate a refund, your bank or payment provider decides when the money reaches you; we do not control that. UPI is usually fastest and cards can take longer. If it has not arrived within 10 working days of initiation, contact us and we will send you the transaction reference to give your bank.

9.5 Refunds include the GST charged on the amount refunded. We issue a credit note for every refund.

9.6 All refunds are electronic. We do not pay refunds in cash.

10.1 Customer care: support@metaboliq.wtf · +91-8048799240.

10.2 Grievance Officer, Witness the Fitness Private Limited, Flat No. S-1502, Amrapali Silicon City, Sector 76, Noida West, Gautam Buddha Nagar, Uttar Pradesh – 201306, India · support@metaboliq.wtf.

10.3 The Grievance Officer acknowledges every complaint within 48 hours and resolves it within one month of receipt.

11.1 A booking deposit is an amount from ₹2,000 to ₹5,000 agreed with you (₹4,999 when you reserve it yourself in your account), or, where you reserve through a payment link our team sends you after a call, the amount agreed on that call, which is always less than the price of the programme it reserves (clause 11.7), paid once by UPI, card, net banking or wallet, against the programme you choose (Core, Premium or Elite). It is not a programme fee and it starts no programme.

11.2 When your doctor records a decision that clears you for a programme and you join it, the deposit comes off the programme price at checkout. The rest of this policy then applies to the programme as usual.

11.3 We return the full deposit to the way you paid in either of these cases:

• your doctor records a decision that does not clear you for the programme; or
• we cannot offer the programme you reserved.

The return starts within 7 working days of the decision and reaches you on your bank's timeline, as in Section 9. No fee is kept from a returned deposit, except the health assessment a pre-test deposit paid for (11.6).

11.4 Once paid, the deposit stays reserved for the programme you chose and comes off its price when you join. It is not returned if you change your mind, except as set out in Section 8. If you have a question about your deposit, talk to us (in your account, by email to support@metaboliq.wtf, or on WhatsApp at +91-8048799240).

11.5 A deposit is never taken as a hold on your card and is never debited again. It is one payment: it comes off your programme, or it comes back in a case set out in 11.3, 11.6 or 11.7. A deposit paid under an earlier version of this policy keeps the terms in force when it was paid (clause 1.5).

11.6 A deposit our team sends you by link before your home blood test (a "pre-test deposit") also pays for your Metaboliq Health Assessment: the home blood test and a video consultation with a doctor. For a pre-test deposit, in place of 11.2 to 11.4:

• your doctor recommends the programme you reserved or another one: the deposit moves to the programme your doctor recommends and comes off its price when you join;
• your doctor records that no programme is right for you, or that you should first be treated or seen in person: we return the deposit less the price of the Health Assessment shown on the page you paid from, because you have received it;
• your doctor asks for more tests first: the deposit waits for their decision;
• we cancel it before your blood sample is collected: we return the full deposit;
• you change your mind: it is not returned, except as set out in Section 8.

The price of a programme shown on that page is held for you for 30 days from your payment. A return starts within 7 working days of the decision and reaches you on your bank's timeline, as in Section 9. If you have a question about your deposit, talk to us (in your account, by email to support@metaboliq.wtf, or on WhatsApp at +91-8048799240).

11.7 A deposit paid through a payment link our team sends you after a call (clause 1.6) is the amount agreed with you on that call, and it is always less than the price of the programme it reserves. It comes off the price of whichever of Core, Premium or Elite you join, not only the one it was first held against. It is returned in full, without you having to ask, if the first decision your doctor records after you paid does not clear you for a programme, or if we cannot offer one; the return starts within 7 working days of that decision, to the way you paid. Clauses 11.2, 11.4 and 11.5 apply to it as to any deposit, except that it is not tied to one programme.

12.1 You can pay in up to three parts. Before you pay, checkout shows each part's amount and how many days after the first it falls due, and together the parts make the programme price shown. Once the first part is paid, the exact date of each later part is in your account.

12.2 Your programme starts when the first part is paid. Each later part is due on the date shown, counted from the day the first part was paid. A booking deposit, if you paid one, comes off the first part.

12.3 We remind you by email before a part is due and on the day. Each part is a separate one-time payment that you make yourself. Nothing is ever debited from your account automatically. If you cannot pay a part on time, tell us (in your account, by email to support@metaboliq.wtf, or on WhatsApp at +91-8048799240) and we will work it out with you.

12.4 A refund on a programme paid in parts follows Section 3, applied to the money you have paid. Parts not yet paid are not owed once the programme is cancelled.