Sova Health Refund and Replacement Policy

We understand that health journeys can be complex, and we aim to support you through a transparent and fair refund process. Please read the guidelines below to understand eligibility, time frames, and exceptions.

Policy Overview:

Category	Eligibility Criteria	Refund Terms	Time Frame to Request Refund	Non-Refundable Items
In-Plan / Program	- A highly compliant user with no observable results (kindly refer to criteria 1 and 2) - Not valid for 21-days, 1 month, 2 month plans - Valid only for ≥3 months plan	Refund issued after deducting applicable charges for test and supplements	Within 24 hours of last consultation	Gut Microbiome Test Fee and Supplements.  21-days, 1 month, 2 month plans.
Tests (All)	- Partial refund if unused - ₹2,500 deducted at source for logistics - Non-refundable for dispatched kits	No refund if kit is dispatched and used	Within 24 hours of placing the order	₹2,500 for dispatched kits
SovaX (Personalized Probiotics)	Not applicable	Full refund if the order is cancelled within 24 hours of placing the order. No refund post 24 hrs	Within 24 hours of purchase	Entire product amount after 24 hours
Supplements (OTCs)	Not applicable	No returns or refunds once purchased	Not applicable	Entire supplement order
Defective / Damaged Products	Must report damage within 3 days (72 hours) of delivery	Case investigated and resolved by support team	Report within 3 days of delivery	Documentation (e.g., photos) may be required

 

Criteria:

 

Criteria 1 - Compliant user: A user is considered highly compliant if they have attended more than 80% of scheduled consultations and implemented more than 80% of the agreed-upon lifestyle habits. This level of compliance is required to be eligible for any program-based refund.

 

Criteria 2 - Observable results: There has been less than 2-point symptom improvement health metric. Required to meet this for refund eligibility in result-based programs.

 

Order Cancellation

1. Orders can only be cancelled if they have not yet been shipped. Once an order is shipped, it is considered final and cannot be cancelled.
   
   
2. To request a cancellation (if applicable), please email us on refunds@sova.health with your order details.
   
   
3. If your cancellation request is received before shipment, the order will be cancelled and a refund will be issued to the original payment method within 7 to 10 business days.
   
   
4. Orders that have already been shipped cannot be cancelled or refunded under any circumstances.

Refund

We offer refunds in specific cases as listed below. Please refer to the applicable reason and time limits.

Test/Product/Consultation/Program	Eligible Reason	Time Limit
Gut Microbiome Test (GMT)	Kit not delivered after purchase.	30 days from the date of purchase.
	Digital report not received even after Sova has received your sample.	5 weeks from sample submission.
Sova X Personalized Probiotics	Product not delivered.	30 days from the date of purchase.
General Probiotics and Prebiotics (OTCs)	Product not delivered.	30 days from the date of purchase.
Gut Health Expert Consultation	The call was missed by the expert and no one joined.	30 days from the date of purchase.
≥3 months GutHeal Program	Not satisfied with services, subject to refund policy criteria.	Within 24 hours of the last consultation. Refunds are applicable only on the program fee. The cost of tests and supplements will be deducted at source. Please refer to the eligibility criteria 1 and 2 listed above.
21-days, 1 month, 2 months GutHeal Program	This program is not eligible for refund.	Not applicable.

Replacement

You may request a replacement under the following conditions:

1. The product expired at the time of delivery.
   
   
2. The packaging was damaged or tampered with upon delivery.
   
   
3. You received the wrong product (not what was ordered).
   
   
4. There are quality concerns such as texture, color, or appearance deviations that impact usability (evaluated case by case).

Exceptions to Refund and Replacement

We do not offer refunds or replacements under the following circumstances:

1. The delivery could not be completed due to an incomplete or incorrect address and/or an invalid phone number provided by the customer.
   
   
2. Dissatisfaction with the interpretation of test reports once delivered (reports are non-reversible).
   
   
3. Discounted or sale items are not eligible for refunds.
   
   
4. The product has been fully consumed, making issue verification impossible.
   
   
5. The packaging is missing or damaged due to user mishandling.
   
   
6. Replacement or refund requests are made after 3 days (72 hours) from delivery.
   

7. Blood tests are a complimentary add on for 3 months and above programs, in case it's not serviceable in your area, no refund is eligible for it.  

General Terms & Disclaimers

1. Sova Health reserves the right to modify, update, or discontinue this policy without prior notice.
   
   
2. All decisions regarding cancellations, refunds, and replacements are made at the sole discretion of Sova Health and will be final and binding.
   
   
3. We are not responsible for delays in delivery caused by external circumstances, including natural disasters or logistical issues.
   
   
4. Please take a moment to check the expiry date, product condition, and packaging when your order arrives. If you notice any issues, let us know within the timelines mentioned so we can help you quickly
   
   
5. Abuse of this policy, such as excessive or fraudulent claims, may result in restriction of future orders or suspension of your account.
   
   

Customer Support

For any concerns or help with cancellations, refunds, or replacements, please reach out to our support team:

WhatsApp: +91 8045682323
Email: refunds@sova.health