Introduction

At Kneesy Health, a brand of Integrated Rehabtech Systems Private Limited ("Company", "we", or "us"), we are committed to customer satisfaction and strive to offer our services with complete transparency. This Refund Policy ("Policy") outlines the terms and conditions under which clients ("you" or "customer") may request a refund for our eligible digital therapy and wellness programs. We believe in a no-questions-asked approach within the permitted window for refunds, ensuring you have peace of mind when you enroll in our programs.

Please read this Policy carefully. By purchasing or enrolling in any of our eligible programs, you agree to the terms of this Refund Policy. This Policy is a standalone document but is also part of our broader Terms and Conditions and is governed by applicable laws in India.

Last Updated: 16th March, 2026

Scope of policy

This Policy applies only to the specific services and programs offered under the Kneesy Health brand that are eligible for refunds. These include:

• Digital Therapy & Tele-Rehabilitation Programs: Online physiotherapy sessions, tele-rehab services, digital therapeutic exercises, etc.
• Wellness & Fitness Programs: Fitness training sessions, exercise or rehabilitation classes conducted online.
• Nutrition & Diet Programs: Online nutrition coaching or diet planning services as part of our packages.
• Excluded Services: This Refund Policy does not cover services such as medical consultations with doctors/orthopedists, pathology lab tests, one-off nutritionist consultations outside program packages, or any other services not explicitly listed as eligible above. If you are unsure whether a service is eligible for a refund, please contact our support team for clarification before purchase.

Definitions

• "Program" – A structured package of sessions or services (digital therapy, fitness, nutrition or combination) purchased from Kneesy Health, typically consisting of multiple sessions over a period of time.
• "First Session" – The first scheduled service session of your Program that you attend. This marks the start of the Program for refund calculation purposes.
• "Fourteen-Day Window" – The period of fourteen (14) consecutive calendar days starting from (and including) the date of your First Session. For example, if your First Session takes place on January 1st, the Fourteen-Day Window ends at 11:59 PM on January 14th.
• "Refund Request" – The action of formally requesting a refund by completing the required steps (submission of our refund form and completion of a refund consultation call).
• "No-Questions-Asked" – Refers to our guarantee that you can request a refund within the Fourteen-Day Window without having to justify your decision. We may ask for feedback, however we will not attempt to persuade you to continue the Program.

Eligibility for refund

We offer a 14-Day Satisfaction Guarantee for our eligible Programs. You may request a refund if all the following conditions are met:

• Timing: You initiate the Refund Request within fourteen (14) calendar days of your First Session. Requests made after this period will not be eligible for a refund, except where required by applicable law or at the Company's sole discretion in exceptional cases.
• Program Type: The service you enrolled in is one of the eligible Programs covered by this Policy.
• Program Participation: The refund guarantee primarily covers new clients in their initial Program or package. The 14-day refund is intended for your first experience with a Program.
• No Misconduct: The reason for refund is not due to a violation of our terms by the customer. If a customer is found to be engaging in misconduct, abusing the service, or violating any terms of service, the Company reserves the right to deny the refund even if the request is within the Fourteen-Day Window.
• One-Time Use: Our no-questions-asked refund is designed as a satisfaction guarantee. We may limit this refund guarantee to one-time per customer or per service type.

If you have not attended or availed any session after purchasing a Program (for instance, if you change your mind before the first session), you are still eligible to request a refund. In such cases, the Fourteen-Day Window may be counted from the date of purchase or scheduling, and the refund will typically be the full amount paid, minus any applicable transaction or payment-processing fees.

Refund amount & calculations

If you meet the eligibility criteria, the refund will generally cover the unused portion of your Program fees:

• Unused Sessions Refund: If you purchased a package with multiple sessions and request a refund within the Fourteen-Day Window after completing one or more sessions, you will receive a refund for the remaining unused sessions. The value will be pro-rated based on the number of sessions not yet taken. For example, if you paid for 10 sessions and used 2, you would be refunded the value of the remaining 8 sessions.
• Single Session Programs: If your purchase was a single session or one-time consultation that has already been delivered and you are dissatisfied, refund eligibility will depend on the circumstances. If you were dissatisfied with your first-ever session with us, we may consider a refund or a free replacement session at our discretion.
• Packages or Subscription Periods: For programs defined by a time duration rather than a fixed number of sessions, the refund will cover the unused period or remaining days of the subscription beyond the date of the refund request.
• Administrative Fees and Deductions: Any government taxes (GST) already remitted to tax authorities or payment processing fees charged by payment gateways that are not returned to us may be deducted from the refund amount, if applicable and permitted by law.
• Promotional Discounts: The refund will be calculated based on the amount you actually paid, not the full list price. Any free items or bonus services provided as part of a promotional offer must be returned or will be deducted from the refund value.
• Processing Fee: We do not generally charge a cancellation or processing fee for refunds under the 14-day guarantee. However, in case of partially used packages, a nominal administrative fee might be deducted to cover operational costs, if specified at the time of purchase.

No-questions-asked guarantee

• No Pressure or Hassle: If you request a refund within the eligible period and meet the criteria, we will honor it without trying to convince you to stay. You will not be subjected to any sales pressure or unfair persuasion tactics. You are free to withdraw from the Program for any reason (or no reason) within the refund window.
• Feedback Welcomed (But Not Mandatory): As part of our process, we will ask for feedback on why you chose to cancel or what issues you faced, but this is solely to help us improve. Providing honest feedback will not jeopardize your refund. You are not obligated to provide detailed explanations if you do not wish to.
• Quick and Courteous Service: Our team will treat refund requests courteously and helpfully. We understand that requesting a refund can sometimes be uncomfortable, so we aim to make the process as smooth as possible.

Refund request procedure

To ensure a smooth refund process, please follow these steps:

• Fill Out the Refund Form: Complete our online refund request form (we will provide you with a Google Form or a link). This form will ask for basic information such as your name, contact details, purchase details (order/invoice number, date of purchase), the Program you enrolled in, and a few short questions about your experience.
• Attend a Refund Consultation Call: After you submit the form, our support team will reach out to schedule a brief verification call (approximately 5 minutes). During this call, we will verify your identity and account, confirm the details of your refund request, and ask if you are willing to share any feedback verbally. This call is not an interrogation or a retention attempt.
• Verification and Approval: Once you have completed the form and the call, our team will verify that your request meets the eligibility criteria. If everything is in order, we will approve the refund and proceed with initiating the payment reversal.
• Refund Initiation: After approval, we will initiate the refund transaction through the same payment method you used to pay for the Program. If that method is not possible for any reason, we will coordinate an alternate method with you (such as UPI or direct bank transfer).
• Confirmation: We will send you an email (or in-app notification) confirming that your refund has been processed, along with any relevant reference number or transaction ID, the refunded amount, and any deductions if applicable.

Both the form submission and the completion of the refund call are mandatory steps to process the refund. If you have extenuating circumstances preventing you from completing these steps (for example, a medical emergency), please inform us via email and we will do our best to accommodate an alternative verification process.

Refund processing time

Once your refund is approved and all necessary steps are completed, we aim to process the refund within 12 hours of the approval. However, the actual time for the refunded money to reflect in your account may vary due to external factors:

• Banking & Payment Gateway Delays: After we process the refund, it might take additional time for your bank or payment provider to credit the amount to your account. Typically, banks in India take 2–5 business days to post refund credits.
• Non-Business Hours: If your refund approval happens late at night, on a weekend, or a public holiday, the 12-hour target might extend into the next working day.
• Incomplete Information: If the information you provided is incomplete or there's a discrepancy, processing may be paused until we can clarify the details with you.
• Unforeseen Technical Issues: In rare cases, technical glitches or system downtimes could delay the refund. We will keep you informed if such a situation arises.

While 12 hours is our target to initiate the refund, we do not guarantee that the refund will reach your account within 12 hours. Subsequent delays caused by third-party systems (banks, payment gateways) are not the responsibility of the Company. We will provide all reasonable assistance to help you track the refund if it does not appear within the expected timeframe.

Limitations & exceptions

• Outside the Refund Window: If you request a refund after the Fourteen-Day Window has lapsed, it will typically not be granted. Any decision to provide a courtesy refund beyond this period will be at the sole discretion of the Company and on a case-by-case basis.
• Full Program Completion: If you have completed the Program (attended all sessions or used the entire service) and then request a refund, such requests will not be honored under this Policy.
• Partial Attendance Beyond 14 Days: If you only partially used the Program but the refund request comes after the eligible period, we will not issue a refund for the unused portion as the guarantee period has passed.
• Program Changes: If, during the Fourteen-Day Window, you choose to switch to a different program or adjust your plan, the refund policy's timeline does not reset. The window is counted from the first session of the original enrollment.
• Promotional or Special Programs: If the Program was marked as "non-refundable" (for example, a highly discounted flash sale or a pilot program with special pricing), those terms will override this Policy for that specific purchase.
• Third-Party Platforms: In some cases, our services might be purchased through third-party platforms or marketplaces. In such cases, the refund process might also be subject to the third party's policies.
• Health Regulatory Compliance: Regulatory compliance could affect our ability to offer services or refunds. If a regulatory requirement mandates a certain action, we reserve the right to modify the application of this Policy in such cases, while still respecting your rights as a consumer under Indian law.

Legal rights, liabilities & dispute resolution

• No Waiver of Statutory Rights: Nothing in this Policy is intended to restrict or limit your rights under the prevailing consumer protection laws of India. If any part of this Policy is found to be unenforceable under law, the rest of the Policy will remain in effect.
• Limitation of Liability: Our liability to you, if any, is limited to the amount you have paid for the Program in question. The Company will not be liable for any indirect, consequential, or special damages that may arise from your use of the services or from the termination of the services under this Refund Policy.
• Indemnification: You agree to indemnify and hold harmless Kneesy Health and Integrated Rehabtech Systems Pvt. Ltd., and their officers, employees, and agents, from any claims, disputes, or damages arising out of your breach of the terms of this Policy or any misuse of the services.
• No Legal Action for Voluntary Refund: If we have processed a refund to you in accordance with this Policy, that refund is considered full and final settlement of all your claims relating to that purchase. Our good-faith refund shall not be construed as an admission of any wrongdoing or liability on our part.
• Governing Law: This Policy and any refund or dispute arising from it shall be governed by and construed in accordance with the laws of India.
• Jurisdiction: In the event of any disputes, such disputes shall be subject to the exclusive jurisdiction of the courts located in Pune, India.
• Dispute Resolution: We genuinely hope to resolve any grievance or dispute with you amicably. If you have any concerns or issues, we encourage you to contact us first. We are open to discussion and, if necessary, alternate dispute resolution mechanisms such as mediation or arbitration, provided both parties mutually agree on such methods.

Acceptance of policy

By making a payment for any Program or by starting to use our services, you are deemed to have read, understood, and agreed to this Refund Policy. If you do not agree with any part of this Policy, please do not enroll in our programs or immediately inform us to cancel your enrollment before utilizing the service.

This Refund Policy shall apply specifically to refund matters and in case of any conflict between this Policy and the general Terms & Conditions regarding refunds, this Policy will prevail for refund-related issues.

Changes to this policy

The Company reserves the right to modify or update this Refund Policy at any time. Any changes will be effective when posted on our official website. However, if you have already purchased a Program before a change in policy, the terms that were in effect at the time of your purchase will generally apply to that purchase, unless the change is required by law or you explicitly agree to the new terms.

It is your responsibility to review this Policy periodically. We will do our best to notify clients of significant changes via email or a notice on our site. Your continued use of the services after any changes to the Policy constitutes your acceptance of those changes.

Contact information

If you have any questions or require clarifications regarding this Refund Policy or need to initiate a refund request, please reach out to us:

• Email: admin@kneesy.com
• Phone: +91-9719714800 (available Monday to Saturday, 9AM to 9PM)
• Address: Integrated Rehabtech Systems Pvt. Ltd., Pune, India

We are here to assist you and ensure that your experience with Kneesy Health remains positive, even in the event that you decide to discontinue a program. Thank you for trusting Kneesy Health for your digital therapy and wellness needs.