Refund policy

Last updated: [18th December 2025]

This Refund Policy governs cancellations, refunds, and pauses for all programs and services offered by Praan Healthtech Private Limited ("Praan", "Praan Health", "we", "us", "our"). This policy should be read in conjunction with our Terms and Conditions.

By enrolling in any Praan Health program or making a payment, you agree to this Refund Policy.

1. General Principles

• Praan Health programs are personalised, capacity-planned, and care-team driven, with a minimum recommended engagement period to enable meaningful health outcomes.

• All programs are sold on an upfront payment basis.

• Once a program begins, doctors, coaches, and support staff are allocated specifically for the member.

• As a result, refunds are limited and governed strictly by the conditions below.

• All refunds, where applicable, are processed to the original mode of payment only.

2. Cooling‑Off Period (Before Program Start)

• If a user requests cancellation before the first scheduled session or onboarding consultation, a refund may be considered.

• In such cases:

  • Any administrative, onboarding, or payment gateway charges may be deducted.

  • If medical or diet consultations have already taken place, they will be deducted at standard consultation rates.

3. Refunds After Program Commencement

Once the program has commenced (i.e., after the first consultation, onboarding call, or session of any kind):

• No full refunds are provided.

• This applies regardless of usage, perceived progress, or personal circumstances.

• Partial refunds, if any, are granted solely at Praan Health’s discretion and only under exceptional circumstances.

• Completed consultations or sessions will be deducted at prevailing rates.

• Time spent on program design, care planning, internal coordination, and care-team allocation is considered utilised and non-refundable.

4. Payment Structure

• All Praan Health programs are offered on an upfront payment basis only.

• We do not offer EMIs, monthly billing, or split-payment options.

• This approach is intentional and designed to ensure:

  • Consistent participation and accountability throughout the program

  • Sufficient duration (minimum 10-12 weeks) to enable meaningful health outcomes and clinical review

5. Pauses, Breaks & Session Carry‑Forward

• Users may request short pauses during the program as per the Terms and Conditions.

• Approved pauses:

  • Do not result in loss of sessions

  • Do not qualify for refunds

  • Sessions are rescheduled based on mutual availability

• Extended inactivity beyond the permitted pause duration may result in forfeiture of remaining sessions without refund.

6. Medical or Personal Exceptions

• In cases of serious medical events, hospitalisation, or other unavoidable circumstances:

  • Users may request a review by the Praan Health team

  • Supporting documentation may be required

• Outcomes may include:

  • Temporary pause

  • Program restructuring

  • Partial refund or credit, at Praan Health’s discretion

All decisions under this clause are final.

7. Non‑Refundable Items

The following are non‑refundable under all circumstances:

• Completed consultations or sessions

• Missed sessions without adequate prior notice

• Discounts, promotional offers, or bundled pricing benefits

• Payment gateway or transaction fees

8. Refund Processing Timeline

• Approved refunds are processed within 7-14 business days from the date of approval.

• Praan Health is not responsible for delays caused by banks, payment gateways, or third‑party processors.

9. Changes to This Policy

Praan Health reserves the right to modify this Refund Policy at any time. Updated versions will be published on our website with a revised "Last updated" date.

10. Contact Information

For refund or cancellation requests, please contact:

Praan Health

Email: support@praan.health

Website: www.praan.health

By enrolling in a Praan Health program, you acknowledge that you have read, understood, and agreed to this Refund Policy.