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Return and Refund Policy

Last Updated: October 6, 2026

This Return and Refund Policy (“Policy”) governs cancellations and refunds relating to Teleconsultations, Packages, events and other services offered by ResetWell Plus Private Limited (“ResetWell Plus”, “we”, “our” or “us”).

This Policy should be read together with our Terms and Conditions, Privacy Policy & Privacy Notice, Enrolment & Auto-Renewal Terms, Telemedicine Informed Consent, Legal and Regulatory Disclaimer, and any other policies, consents or terms made available on the Platform or communicated to you before taking any Services from time to time. Capitalised terms used but not otherwise defined in this Policy, including “Teleconsultation” and “Package”, have the meaning given to them in the Terms and Conditions or, in respect of terms relating to Personal Data, the Privacy Policy and Privacy Notice.

BACKGROUND

ResetWell Plus operates a technology-enabled women’s midlife-health platform through which Users may access specialist-led Teleconsultations and Packages relating to perimenopause, menopause and related hormonal transitions, provided by ResetWell Plus and by third-party service providers, including Registered Medical Practitioners engaged or empanelled by ResetWell Plus (“Consulting Specialists”).

The Enrolment Fee paid by you to ResetWell Plus comprises of ResetWell Plus’s own charges for the Platform, facilitation, the Teleconsultation(s) and other services forming part of your selected Teleconsultation or Package.

1. REFUND OF ENROLMENT FEES

Refund eligibility depends on the stage at which cancellation occurs.

1.1. Before commencement. Where you cancel before (i) completing onboarding; (ii) attending the first Teleconsultation; and (iii) receiving access to Package benefits, ResetWell Plus may provide a refund after deducting any applicable administrative charges and payment gateway charges as may be applicable and disclosed at enrolment.

1.2. After commencement. Once Teleconsultation or Package services have commenced, refunds may be adjusted to reflect:

  1. i. consultations already provided;
  2. ii. administrative work undertaken;
  3. iii. onboarding completed;
  4. iv. digital resources accessed;
  5. v. benefits already utilised; and
  6. vi. other services already delivered.

Where the Teleconsultation or Package has been 75% completed, Enrolment Fees shall ordinarily be non-refundable, unless allowed in the sole discretion of ResetWell Plus.

Cancellation of auto-renewal prevents future charges but does not entitle you to a refund for the current cycle, unless otherwise required by law.

1.3. Duplicate Payments. Where you are charged more than once for the same transaction due to a payment processing error, the excess amount shall be refunded after verification.

1.4. Failed Transactions. Where payment has been successfully debited but the booking or order is not created or confirmed due to a technical error, the amount shall be refunded after verification. Where payment fails after partial processing, any amounts debited shall be refunded within 7 working days.

2. TELECONSULTATION FEES

2.1. Completed Teleconsultations. The fee for a Teleconsultation is non-refundable once the Teleconsultation has been completed. A Teleconsultation shall be regarded as completed where the Consulting Specialist has substantially commenced or completed the consultation, irrespective of whether:

  1. i. a prescription is issued;
  2. ii. a medicine is recommended;
  3. iii. you decide not to proceed with treatment; or
  4. iv. the Consulting Specialist determines that medication is not clinically appropriate.

2.2. Cancellation Before a Teleconsultation. You may cancel a scheduled Teleconsultation before its scheduled start time through the Platform. Where cancellation occurs within the cancellation window specified at the time of booking, ResetWell Plus may (i) provide a refund of the Teleconsultation fee; (ii) permit free rescheduling; or (iii) credit the fee to your account, depending on the applicable terms after deducting any applicable administrative charges.

2.3. Late Cancellations and No-Shows. Where you:

  1. i. fail to attend a scheduled Teleconsultation;
  2. ii. repeatedly reschedule appointments more than two times;
  3. iii. are unavailable at the scheduled Teleconsultation time; or
  4. iv. cancel after the applicable cancellation window,

ResetWell Plus reserves the right to (i) charge the applicable Teleconsultation fee; (ii) deduct the Teleconsultation from your Package entitlement; or (iii) decline a refund.

2.4. Exceptions may be considered only in cases of medical emergencies or other exceptional circumstances supported by appropriate evidence, at ResetWell Plus’s sole discretion.

2.5. Technical Failure. If a scheduled Teleconsultation cannot be completed due to a technical issue attributable to ResetWell Plus or its technology infrastructure and the Teleconsultation cannot reasonably be rescheduled within a reasonable period, ResetWell Plus may, at its discretion, (a) reschedule the Teleconsultation at no additional cost; or (b) refund the Teleconsultation fee. Technical issues attributable solely to your internet connectivity, device malfunction or other circumstances outside ResetWell Plus’s reasonable control shall ordinarily not entitle you to a refund.

3. PRESCRIPTION REFUSAL

Teleconsultations and Packages are designed to facilitate access to qualified Consulting Specialists, with no guarantee of access to prescription medicines. Accordingly, no refund shall become automatically payable merely because:

  1. i. the Consulting Specialist declines to prescribe medication;
  2. ii. the Consulting Specialist recommends further investigations;
  3. iii. lifestyle modification is recommended instead of medication;
  4. iv. the prescribed medicine differs from your preference; or
  5. v. treatment is discontinued for clinical reasons.

4. MEDICINES PURCHASED SEPARATELY

ResetWell Plus does not operate or partner with any pharmacy and does not sell, dispense, invoice or deliver any medicine. Any medicine prescribed by a Consulting Specialist, including Menopause Hormone Therapy (MHT), is purchased by you directly and separately from a licensed pharmacy of your choice, and that purchase is not part of the Enrolment Fee. Accordingly, any refund, replacement, return or complaint relating to the availability, dispensing, packaging, storage, quality, delivery or supply of such medicine is solely between you and the pharmacy from which you purchased it, and is not governed by, or owed by ResetWell Plus under, this Policy. ResetWell Plus is not responsible for delays, errors, or failures by third-party providers including pharmacies, diagnostic laboratories, or payment gateways.

5. HOW TO REQUEST A REFUND

The refund requests may be submitted through:

  1. i. the platform at www.resetwellplus.com
  2. ii. customer support through call or WhatsApp at +91 81783 67462 / +91 90826 01046
  3. iii. email at info@resetwellplus.com
  4. iv. any other communication channel designated by ResetWell Plus.

The refund request should include, where applicable:

  1. a. booking or order number;
  2. b. invoice number;
  3. c. Teleconsultation or Package details;
  4. d. description of the issue;
  5. e. supporting documents, where relevant; and
  6. f. any other information reasonably requested.

ResetWell Plus shall endeavour to acknowledge and review genuine complaints within a reasonable period and may coordinate with the Consulting Specialist or payment service provider, as necessary, to facilitate resolution.

6. REVIEW OF REQUESTS

Refund requests are reviewed individually. ResetWell Plus may request additional information where necessary to:

  1. i. verify eligibility;
  2. ii. investigate complaints;
  3. iii. assess service-quality issues; or
  4. iv. comply with legal obligations.

7. MODE OF REFUND

Approved refunds shall ordinarily be processed using the original payment method used for the transaction unless otherwise agreed or required by law. Where refunds cannot reasonably be processed using the original payment method, ResetWell Plus may offer an alternative lawful refund mechanism such as bank transfer through appropriate banking channels.

8. REFUND TIMELINES

Approved refunds are generally initiated within 7-14 business days after approval.

Actual credit timelines depend upon:

  1. i. the payment instrument used;
  2. ii. banking systems;
  3. iii. payment service providers; and
  4. iv. applicable financial institution processing times.

9. FRAUD PREVENTION

ResetWell Plus reserves the right to decline refund requests where it reasonably believes that:

  1. i. false information has been provided;
  2. ii. fraudulent activity has occurred;
  3. iii. repeated abuse of the cancellation, rescheduling or refund process has occurred; or
  4. iv. the request otherwise constitutes misuse of the Platform.

Where enrolment is terminated for fraud or misuse under the Enrolment & Auto-Renewal Terms, refund requests shall automatically be declined.

10. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, ResetWell Plus shall not be responsible for:

  1. i. the independent medical judgment or prescribing decisions of Consulting Specialists;
  2. ii. the availability, dispensing, quality, delivery or supply of any medicine purchased by you from a pharmacy, since ResetWell Plus does not select, endorse or partner with any pharmacy;
  3. iii. the services, results, or delays attributable to diagnostic laboratories engaged independently by you; or
  4. iv. delays in crediting approved refunds caused solely by banks, payment gateways or financial institutions.

Nothing contained in this Policy limits any liability that cannot lawfully be excluded.

11. FORCE MAJEURE

ResetWell Plus shall not be liable for any delay or failure in processing Teleconsultations, Packages, events or refunds arising from events beyond its reasonable control, including natural disasters, epidemics, governmental actions, labour disruptions, internet outages or other force majeure events. Where reasonably practicable, ResetWell Plus shall endeavour to keep Users informed of material delays.

12. STATUTORY RIGHTS

Nothing contained in this Policy limits or excludes any rights or remedies available to you under applicable law, including the Consumer Protection Act, 2019 or other mandatory statutory protections.

13. CHANGES TO THIS POLICY

ResetWell Plus may amend this Policy from time to time to reflect:

  1. i. changes in applicable law;
  2. ii. operational requirements;
  3. iii. changes to Teleconsultation or Package offerings; or
  4. iv. improvements to our customer support processes.

The updated Policy will be published on the Platform together with the revised “Last Updated” date.

14. CONTACT US

For questions relating to this Policy, please contact:

Customer Support:

  1. i. Email: info@resetwellplus.com
  2. ii. Phone: +91 81783 67462 / +91 90826 01046

For complaints relating to a medicine purchased from a pharmacy, please contact that pharmacy directly, as ResetWell Plus does not operate or partner with any pharmacy and is not responsible for disputes arising from or relating to such purchases.

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