Refund, Return, and Money Back Guarantee Policy

Effective Date: 01 October, 2022
Governing Law & Jurisdiction: This Policy shall be governed by the laws of India, and all disputes shall lie exclusively before the competent courts at Haryana.

1. Purpose

Kayakalp Global is committed to transparent, ethical, and evidence-based treatment practices. This Policy defines the rights and obligations of patients seeking refunds or invoking the Money-Back Guarantee while protecting medical, legal, and hygiene standards.

2. Return & Refund Policy

2.1 Eligibility

Refunds apply only to unused and sealed medicines. Opened, partially used, or damaged medicines cannot be returned or refunded for health-safety reasons.

To qualify, a patient must meet all of the following criteria:

  1. Photographic Evidence
    Provide before-and-after photos of affected skin areas showing visible timestamps or EXIF metadata. Images must be unedited and in original file format (JPEG/PNG). Kayakalp may request new images captured during a supervised tele-consultation.

  2. Active Communication
    Remain in reasonable contact with Kayakalp’s medical team - either by answering follow-up calls, replying to messages, or proactively reaching out via the registered number or WhatsApp.

  3. Continuity of Treatment
    Maintain treatment with no unexplained gap exceeding 7 consecutive days unless permitted in writing by the treating doctor.

  4. Medical Reports
    Share blood-test reports or diagnostics when requested by trained Kayakalp Global staff.

  5. Zero Recovery Clause
    Refunds are considered only where there is zero clinically meaningful improvement as per Kayakalp’s evaluation rubric (Annex A).
    Since recovery is medically subjective, only Kayakalp’s Senior Medical Panel may determine “zero recovery.”

  6. Proof of Purchase
    Not required. Eligibility can be verified through the registered mobile number or CRM records.

2.2 Process & Timelines

  • Refund request acknowledged within 3 business days.
  • Senior Medical Panel evaluation completed within 14 calendar days.
  • Approved refunds processed to the original payment method within 7–14 business days.
  • Refunds apply only to unused, sealed medicine value. Consultation, diagnostic, and shipping fees are non-refundable.
  • 2.3 Return Logistics
  • Patient must ship unused sealed medicines in original packaging, labels intact, through a trackable insured courier at their own cost unless Kayakalp arranges pickup.
  • Quality Control inspection report issued within 3 business days of receipt.
  • Opened containers are rejected and safely destroyed per biomedical-waste norms.

2.4 Defective or Incorrect Product

If a product is defective (e.g., broken seal on delivery, wrong item, visible contamination), Kayakalp will bear return-shipping cost and provide a full refund or replacement after verification.

3. Six-Month Money-Back Guarantee

Kayakalp Global offers a 6-Month Money-Back Guarantee as a fairness measure.

3.1 Eligibility

Applicable only if the patient has:

  1. Completed six continuous months of supervised treatment;

  2. Maintained communication and follow-ups;

  3. Submitted required photos(with time stamps) and test reports; and

  4. Demonstrated zero recovery under the rubric in Annex A.

3.2 Evaluation and Refund Slabs

Compliance Level Conditions Met Refund % of Total Spent
Full Compliance All criteria met, complete documentation 50 % Refund
Partial Compliance Minor lapses in communication or reports 10–20 % Refund
Non-Compliance Major gaps, missing data, or poor adherence No Refund


4. Data Privacy and Consent

By submitting photographs or reports, patients consent to Kayakalp Global using such data for:
(a) clinical evaluation, (b) quality assurance, and (c) anonymised research/marketing.
Data are stored securely.

5. Consumer Compliance

Kayakalp Global complies with the Consumer Protection Act, 2019 and E-Commerce Rules, 2020.
All refund records and evaluations are maintained for at least three years.

6. How to Request a Refund or Guarantee Claim

Contact:
📞 Kayakalp Global Support: 9891763030
📧 Email: Shivam@kayakalpglobal.com

Include your registered mobile number and relevant photographs or reports.

7. Limitation of Liability

Refunds are limited to the actual invoice value eligible under this Policy.
Kayakalp Global shall not be liable for any consequential, incidental, or indirect losses.

8. Modification Rights

Kayakalp Global may modify or withdraw this Policy without prior notice, ensuring conformity with applicable law.
Changes will not affect ongoing, duly-submitted refund requests.

Annex A — Clinical Evaluation Rubric for ‘Zero Recovery’

Criterion Score Range Description
Photograph quality & timestamp 0–2 Metadata present, clarity adequate
Physician Global Assessment (PGA) Pre 0–5 Severity at baseline
PGA Post (6 Months) 0–5 Severity after treatment
% Change in Lesion Area 0–3 Measured or estimated
Adherence (consults, refills) 0–3 Verified through CRM logs
Lab report compliance 0–2 Reports provided as requested

Total = 20 points

  • 0–3 = No Improvement (Eligible)
  • 4–8 = Minimal Improvement (Partial Eligibility)
  • 8 = Improvement (Refund Not Applicable)
  • 9. Final Determination Clause

Kayakalp Global’s decision - based on documented evidence, clinical evaluation, and QA verification - shall be final and binding, subject only to the independent review mechanism stated above.

Kayakalp Global
Because transparency, science, and trust define our care.