Refund & Cancellation Policy

Last Updated: 4 December 2025

Overview

At Neeyafit, we are committed to providing high-quality online fitness coaching services. This Refund and Cancellation Policy outlines the terms under which refunds and cancellations are handled for our services in compliance with the Consumer Protection Act, 2019.

1. Cooling-Off Period

1.1 Trial Workshop Cooling-Off Period

Trial workshops (₹199 + GST = ₹209 total) are refundable within 48 hours of purchase if:

• No coaching sessions have been completed
• You have not accessed any workshop materials or content
• Request is made via email to support@neeyafit.com

This cooling-off period allows you to assess service suitability before commitment. After 48 hours or once you attend a session, refunds are subject to our standard refund policy below.

1.2 Monthly Subscription Cooling-Off Period

Monthly subscriptions are refundable within 48 hours of first payment if:

• No coaching sessions have been attended
• No personalized coaching materials have been accessed
• Request is made via email to support@neeyafit.com with subject "Subscription Refund Request"

1.3 30-Day Satisfaction Guarantee

After the 48-hour cooling-off period, we offer a 30-day satisfaction guarantee:

• If you're not satisfied with our service within 30 days of first payment, you may request a 50% refund
• This demonstrates our confidence in service quality while covering our operational costs
• Request must be made via email to support@neeyafit.com
• Refund will be pro-rated based on sessions attended

2. Refund Policy

2.1 General Refund Terms

After the cooling-off period, payments are generally non-refundable except in the following circumstances:

• Service deficiency: We fail to provide coaching sessions during a billing period due to platform or trainer unavailability not caused by you
• Duplicate charges: You are accidentally charged twice for the same service
• Unauthorized charges: Charges made without your authorization
• Technical issues on our end: Platform failures preventing service delivery for more than 7 consecutive days

2.2 Pro-Rated Refunds for Service Deficiency

If we fail to deliver services as promised, you may be eligible for a pro-rated refund:

• Refund calculated based on unused portion of subscription period
• Sessions attended will be deducted from refund amount
• Platform downtime exceeding 7 consecutive days qualifies for pro-rated refund
• Trainer unavailability not caused by you qualifies for pro-rated refund

2.3 Circumstances Not Eligible for Refund

Refunds are not provided for:

• Missed sessions due to your unavailability (you may reschedule within policy limits)
• Technical issues on your end (internet connectivity, device problems)
• Personal circumstances (relocation, financial hardship, schedule changes) - consider pause option instead
• Dissatisfaction with results (fitness outcomes vary by individual effort and commitment)

2.4 Service Level Agreement (SLA)

We commit to the following service standards:

• Platform Uptime: 99% availability guarantee
• Session Scheduling: Response within 24 hours for session booking requests
• Backup Trainer: Available if primary trainer is unavailable
• Support Response: Within 24 hours during business hours

3. Cancellation Policy

3.1 Subscription Commitment Period and Early Termination

Monthly subscriptions include a recommended 3-month commitment period for optimal results. This commitment is clearly disclosed at the time of purchase and requires your explicit acknowledgment before payment.

3.2 Early Termination Fee Calculation

If you cancel within the 3-month commitment period:

• Fee Amount: 100% of remaining monthly payments in the 3-month commitment
• Example: If you cancel after 1 month, you pay 100% × 2 months = 2 months' fee
• Justification: Covers trainer allocation, program customization, and administrative costs
• After 3 Months: No early termination fee applies - cancel anytime with 7 days notice

3.3 How to Cancel Your Subscription

To cancel your subscription at any time:

1. Send an email to support@neeyafit.com
2. Use subject line: "Subscription Cancellation Request"
3. Include your full name and registered email address
4. Provide at least 7 days notice before your next billing date
5. You will receive confirmation within 1 business day

3.4 Cancellation Effective Date

• Cancellation requests received 7+ days before billing date: Effective at end of current period
• Cancellation requests received less than 7 days before billing: Effective at end of next billing period
• You retain full access until the effective cancellation date
• Early termination fee (if applicable) will be charged if cancelling within 3-month commitment
• No refunds for unused days in the final billing period

4. Subscription Pause Option

4.1 Pause Eligibility

You may pause your subscription at any time with the following terms:

• Maximum Duration: 30 days per pause
• Frequency: Once per 6-month period
• If Paused During First 3 Months: Commitment period extends by pause duration
• Notice Required: 7 days before next billing date
• Request Method: Email to support@neeyafit.com with subject "Subscription Pause Request"

4.2 During Pause Period

• No billing occurs during the pause period
• No access to live coaching sessions
• Account remains active for future resumption
• Subscription automatically resumes after 30 days
• You will receive email notification 3 days before resumption

5. Payment Issues

5.1 Failed Payments

If a scheduled recurring payment fails:

• You will receive immediate email notification
• Grace period of 7 days to update payment method
• After 7 days: Account suspended, access to sessions blocked
• Nominal administrative fee of ₹50 applies after grace period
• After 15 days: Subscription terminated, no refund of previous payments
• You may reactivate by paying outstanding amount plus administrative fee

5.2 Recurring Payment Authorization (RBI E-Mandate Compliance)

In compliance with RBI regulations on recurring payments:

• You must complete one-time Additional Factor Authentication (AFA) registration with your bank
• You will receive pre-debit notification 24 hours before each recurring charge
• You can revoke e-mandate authorization at any time via your bank

6. Refund Processing

6.1 Refund Timeline

When a refund is approved:

• Investigation: 3 business days to review request
• Approval Notification: Email confirmation of decision within 1 business day
• Processing: 5-7 working days after approval (Razorpay standard timeline)
• Bank Credit: UPI: 2-7 days | Net Banking: 2-10 days | Cards: 5-7 days
• Refund Method: Original payment method only
• Total Timeline: Typically 10-15 business days from approval to bank credit

6.2 GST and Refunds

For refunds involving GST:

• Full amount including GST will be refunded
• Credit note will be issued as per GST regulations
• Original invoice will be marked as cancelled
• You will receive updated tax documentation

7. Payment Disputes and Chargebacks

7.1 Dispute Resolution Process

If you have a billing concern or dispute:

1. Contact us first at support@neeyafit.com before initiating a chargeback
2. Provide details of the disputed charge and reason for dispute
3. We will investigate and respond within 3 business days
4. Most disputes are resolved within 5-7 business days

7.2 Chargeback Rights

You have the right to dispute charges through your bank or payment provider if:

• Service was not provided as described
• Charges were unauthorized
• You were billed incorrectly
• Duplicate charges occurred

However, we strongly encourage you to contact us first at support@neeyafit.com for faster resolution.

8. Your Consumer Rights Under Indian Law

8.1 Consumer Protection Act, 2019

Under the Consumer Protection Act, 2019, you have the following rights:

• Right to Safety: Protection against services hazardous to health
• Right to Be Informed: Complete information about service quality, quantity, price, and terms
• Right to Choose: Access to variety of services at competitive prices
• Right to Be Heard: Voice concerns and complaints
• Right to Seek Redressal: Fair settlement of legitimate grievances
• Right to Consumer Education: Knowledge about consumer rights and responsibilities

8.2 Filing Consumer Complaints

If you are dissatisfied with our service or dispute resolution, you may:

• File a complaint with the Consumer Disputes Redressal Commission (CDRC)
• Use the National Consumer Helpline: 1800-11-4000 or 14404
• File online complaints through e-Daakhil portal: edaakhil.nic.in
• Contact the Department of Consumer Affairs

9. Contact Us

For questions, refund requests, or cancellations:

Grievance Officer

As per Consumer Protection (E-Commerce) Rules 2020, we have appointed a Grievance Officer:

10. Payment Security Information

Payment Methods Accepted

• Credit/Debit Cards: Visa, Mastercard, RuPay, American Express
• UPI: All UPI apps (Google Pay, PhonePe, Paytm, BHIM, etc.)
• Net Banking: All major banks in India
• Wallets: Paytm, PhonePe, Google Pay, and other supported wallets

11. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time to reflect:

• Changes in legal requirements or regulations
• Improvements to our services or processes
• Customer feedback and industry best practices

When we make changes:

• Updated policy will be posted on our website with new "Last Updated" date
• Significant changes will be communicated via email to active subscribers
• Changes apply to purchases made after the update date
• Existing subscriptions continue under the terms accepted at purchase

12. Acknowledgment

By making a purchase on Neeyafit, you acknowledge that:

• You have read and understood this Refund and Cancellation Policy
• You understand the 3-month recommended commitment period and early termination fee
• You understand the cooling-off period (48 hours) and 30-day satisfaction guarantee
• You acknowledge your rights under the Consumer Protection Act, 2019
• You agree to contact us first before initiating payment disputes

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