This Policy governs all cancellations, refunds, and service modifications for subscriptions and services purchased through www.leanova.in. Please read it carefully before enrolling. By completing a subscription purchase or program enrolment, you confirm that you have read and accept the terms of this Policy. |
1. Purpose and Scope
This Cancellations and Refunds Policy ("Policy") applies to all paid subscriptions, program enrolments, consultation packages, and any other fee-bearing services purchased through the Leanova Health platform at www.leanova.in ("Platform"). It is incorporated by reference into Leanova's Terms and Conditions and forms part of the contractual agreement between Leanova Health ("Leanova") and the purchasing User ("you", "Patient").
This Policy is designed to be fair to patients while reflecting the nature of Leanova's services. Leanova provides medically supervised clinical care — not a commodity product. Once a clinical assessment has been conducted, physician time has been deployed, and a treatment plan has been formulated, those professional services have been rendered and cannot be reversed. This Policy is structured to protect patients against genuine service failures while reflecting that reality.
This Policy is published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable provisions of the Indian Contract Act, 1872.
2. Definitions
"Subscription" means a recurring or fixed-term paid plan that grants the User access to a defined bundle of Leanova's clinical and program services during the subscription period.
"Subscription Period" means the calendar duration — typically monthly, quarterly, or annually — for which a Subscription has been purchased and paid.
"Consultation" means a scheduled or on-demand telemedicine session with a Leanova-affiliated Physician, whether included in a Subscription plan or purchased separately.
"Program Services" means the clinical, coaching, nutritional, and operational services delivered to a patient as part of an enrolled Leanova medical weight-management program.
"Cancellation Date" means the date on which Leanova receives a valid, complete cancellation request from the Patient, confirmed in writing by email to care@leanova.in.
"Refund" means a return of part or all of the fees paid by the Patient, credited to the original payment method, where the conditions of this Policy are satisfied.
"Cooling-off Period" means the 48-hour window immediately following initial Subscription purchase during which a Patient may cancel and receive a full refund, provided that no clinical services have commenced.
"Commenced Services" means any clinical activity that has been initiated on behalf of the Patient, including but not limited to: completion and review of the clinical assessment form by a Physician, issuance of a prescription, scheduling or delivery of a Consultation, or dispatch of any physical product.
3. Subscription Cancellation
3.1 How to Cancel
To cancel a Subscription at any time, the Patient must submit a written cancellation request by email to care@leanova.in. The email must be sent from the registered email address associated with the Patient's Leanova account and must include the Patient's full name, the registered mobile number or account ID, and a clear statement that the Patient wishes to cancel their Subscription. Cancellation requests submitted through any other channel — including WhatsApp messages, verbal communication, or unregistered email addresses — will not be considered valid until confirmed in writing from the registered email address.
Leanova will acknowledge all cancellation requests within 48 hours of receipt and will confirm the effective Cancellation Date, any remaining access period, and the refund entitlement (if any) applicable to the request.
3.2 Effect of Cancellation
Upon cancellation, the Patient will retain access to Leanova's Platform and services until the end of the current paid subscription Period, unless the cancellation is accompanied by a refund request that results in immediate termination of access. Leanova does not charge a separate cancellation fee. Cancellation prevents automatic renewal of the Subscription at the end of the current Subscription Period.
Where a Subscription is cancelled mid-period, the Patient is not automatically entitled to a pro-rated refund for the unused portion of the Subscription Period except in the specific circumstances described in Section 5 of this Policy.
3.3 Auto-Renewal Cancellation
Where a Subscription is set to auto-renew, the Patient must submit a cancellation request at least 48 hours before the scheduled renewal date to prevent the renewal charge from being processed. Cancellation requests received less than 48 hours before the renewal date may not be processed in time to prevent the renewal. In such cases, Leanova will cancel the following renewal cycle but will not refund the renewal fee that has already been processed, unless the Patient has not accessed any services during the renewed period and requests cancellation within 24 hours of the renewal charge being applied.
4. Cooling-Off Period — Full Refund Window
A full refund is available within 48 hours of your first Subscription purchase, provided that no clinical services have commenced. Once your clinical assessment form has been reviewed by a Leanova Physician or any Commenced Services have been initiated, the cooling-off period is no longer applicable. |
Leanova offers a 48-hour cooling-off period from the time of the Patient's initial Subscription purchase. A Patient who cancels within this window and has not initiated any Commenced Services is entitled to a full refund of the Subscription fee paid, with no deductions.
The cooling-off period applies only to the first purchase of a new Subscription. It does not apply to Subscription renewals, plan upgrades, separately purchased Consultations, or re-enrolments following a prior cancellation.
To invoke the cooling-off period, the Patient must email care@leanova.in from their registered email address within 48 hours of purchase, stating their name, account details, and request for a full refund under the cooling-off period. Leanova will process the refund within 7 working days of confirming eligibility.
5. Refund Eligibility
Refund entitlement is determined by the circumstances of the cancellation and the extent to which clinical services have been rendered at the time of the request. The following matrix sets out Leanova's standard refund positions. All refund decisions are subject to verification of the stated circumstances by Leanova's operations team.
Scenario | Eligible? | Refund Amount | Processing Timeline |
Cancellation within 48 hours of first purchase — no services commenced | Partial | 50% of subscription fee | 7 working days |
Cancellation after 48 hours — no services commenced at all | Partial | 50% of subscription fee | 7 working days |
Cancellation after assessment reviewed by Physician but before prescription or consultation | Partial | 50% of subscription fee | 7–10 working days |
Cancellation after one or more consultations delivered | No | No refund | 10–14 working days |
Cancellation mid-subscription — services actively used | No | No refund for consumed services or elapsed subscription period | N/A |
Service discontinued by Leanova (no fault of Patient) | Yes — Full or Pro-rated | Full refund if not commenced; pro-rated for unused period if commenced | 7 working days |
Medically contraindicated — Physician unable to prescribe after assessment | Yes — Full | 100% of subscription fee if no consultation was delivered | 7 working days |
Duplicate payment (same transaction charged twice) | Yes — Full | Full refund of duplicate charge | 7 working days |
Auto-renewal — cancelled within 24 hours, zero services accessed | Yes — Full | 100% of renewal fee | 7 working days |
Subscription renewal — services accessed in renewed period | No | No refund | N/A |
The refund matrix above represents Leanova's standard positions. Each request is assessed on its individual merits. Where exceptional circumstances exist — such as sudden serious illness, bereavement, or a documented adverse medication event — Leanova will consider the request with appropriate discretion. Contact care@leanova.in and provide supporting documentation. |
6. Non-Refundable Items and Services
The following items and services are non-refundable once delivered or dispatched, unless a specific exception is expressly provided in this Policy or agreed in writing by Leanova.
Completed telemedicine consultations where the Physician attended and delivered the session, regardless of whether the Patient attended or completed the session.
Prescriptions issued by a Leanova Physician, whether or not the Patient chose to dispense the medication.
Clinical assessment reviews completed by a Physician, including formal review of a submitted assessment form resulting in a written clinical opinion or treatment plan.
Physical products dispatched by Leanova or its pharmacy partners, including injection supplies, supplements, or monitoring devices, where the dispatch has been confirmed. Products that arrive damaged, incorrect, or expired are subject to the replacement provisions in Clause 8.
Subscription fees attributable to any period during which the Patient accessed and used clinical services, including WhatsApp follow-ups, clinical check-ins, and prescription refills.
Platform access fees for any period already elapsed, whether or not the Patient actively used the Platform during that period.
Any separately purchased add-on services — including additional consultations, expedited prescription services, or specialist referral coordination — once scheduled or commenced.
7. Refunds in Special Circumstances
7.1 Medical Contraindication Following Assessment
Where a Patient completes enrolment and payment but the Leanova Physician, upon reviewing the clinical assessment, determines that pharmacotherapy is medically contraindicated and that no suitable treatment pathway exists within the Leanova program, the Patient is entitled to a full refund of the Subscription fee. This applies only where no paid Consultation has been delivered. Where a paid Consultation was conducted prior to the contraindication determination, the value of that Consultation will be deducted from the refund.
7.2 Adverse Medication Event
Where a Patient experiences a clinically significant adverse reaction to a prescribed medication that necessitates discontinuation of pharmacotherapy and withdrawal from the Leanova program, and this event is documented by a medical practitioner, Leanova will assess a pro-rated refund for the unused portion of the Subscription Period on a case-by-case basis. The Patient must submit the request within 14 days of the adverse event, with supporting medical documentation. This provision does not limit the Patient's rights under consumer protection law.
7.3 Service Failure by Leanova
Where Leanova fails to deliver a paid service within a reasonable timeframe due to reasons within Leanova's control — including failure to schedule a booked Consultation within 5 working days of the scheduled date without prior notice, or extended Platform inaccessibility exceeding 72 continuous hours during a paid Subscription Period — the Patient is entitled to request a credit or pro-rated refund for the affected period. Service failures caused by the Patient's own connectivity issues, device failures, or failure to attend a scheduled appointment are not considered service failures by Leanova.
7.4 Bereavement and Serious Illness
Leanova recognises that unforeseen life circumstances — including the death of an immediate family member or sudden serious illness preventing program participation — may make it impossible for a Patient to continue with their Subscription. In such cases, Leanova will consider a pro-rated refund or subscription pause upon receipt of a written request accompanied by reasonable supporting documentation. These requests will be reviewed with compassion and assessed at Leanova's reasonable discretion.
7.5 Pregnancy
Where a Patient discovers they are pregnant during a Subscription Period and is therefore required to discontinue pharmacotherapy, Leanova will pause the Subscription for the duration of the pregnancy or issue a pro-rated refund for the unused Subscription Period, at the Patient's preference. The Patient must notify Leanova promptly in writing with confirmation of pregnancy. Subscription pause credits are valid for 12 months from the date of pause.
8. Physical Products — Replacement and Return Policy
Where Leanova or its pharmacy and logistics partners dispatch physical products to a Patient as part of the program — including but not limited to injectable medication, injection supplies, supplements, or monitoring devices — the following terms apply.
Damaged products. When a product arrives visibly damaged, the Patient must notify Leanova at care@leanova.in within 48 hours of delivery, providing photographic evidence of the damage. Leanova will arrange a replacement dispatch at no additional cost.
Incorrect products. Where a product delivered does not match what was prescribed or ordered, the Patient must notify Leanova within 48 hours of delivery. Leanova will arrange the correct product to be dispatched and will arrange collection of the incorrect product at Leanova's expense.
Expired products. Where a product is delivered with an expiry date that is in the past or within 30 days of delivery, the Patient must notify Leanova within 48 hours. Leanova will arrange a replacement at no cost.
Missing items. Where an order is delivered with items missing, the Patient must notify Leanova within 48 hours of delivery. Missing items will be dispatched within 5 working days of the confirmed report.
Returns. For reasons of patient safety, hygiene, and applicable pharmaceutical regulations, Leanova does not accept returns of dispensed or opened pharmaceutical products, injectables, supplements, or medical devices under any circumstances, except where required by a pharmacovigilance or product recall process.
Do not attempt to self-administer any medication received in error. Contact Leanova at care@leanova.in immediately if you receive an incorrect, damaged, or unexpected product. In the event of a suspected serious adverse reaction, contact emergency services first. |
9. Refund Processing — Method and Timeline
9.1 Refund Method
All approved refunds will be credited to the original payment method used at the time of purchase — whether that is a credit card, debit card, UPI account, net-banking account, or digital wallet. Leanova does not issue refunds to a different payment method, bank account, or in cash, except where the original payment method is no longer valid, in which case Leanova will liaise with the Patient to identify an appropriate alternative.
9.2 Refund Timelines
Once a refund is approved and initiated by Leanova, the time taken for the credit to appear in the Patient's account depends on the payment method and the processing timelines of the relevant financial institution. Leanova's standard processing commitments are as follows.
Refund type | Leanova processing commitment |
Full refund (cooling-off period) | Initiated within 5 working days of confirmed eligibility |
Full refund (contraindication) | Initiated within 7 working days of confirmed eligibility |
Pro-rated partial refund | Initiated within 7–10 working days of confirmed eligibility |
Duplicate payment correction | Initiated within 5 working days of confirmed duplicate |
Product replacement dispatch | Dispatched within 5 working days of confirmed fault |
Bank/card credit | 5–10 working days after Leanova initiates (bank-dependent) |
UPI / digital wallet credit | 3–5 working days after Leanova initiates |
Leanova will issue a written confirmation to the Patient's registered email address once a refund has been initiated, including the amount, the reference number, and the expected credit timeline. If the credit does not appear within the stated timeframe, the Patient should first contact their bank or payment provider before escalating to Leanova.
9.3 Disputed Transactions
Where a Patient believes a charge has been applied in error — including an unauthorized transaction or a charge that does not correspond to any purchased service — the Patient must contact Leanova at care@leanova.in within 30 days of the transaction date with the transaction reference number and a description of the concern. Leanova will investigate and respond within 7 working days. Initiating a chargeback with the issuing bank without first contacting Leanova may delay resolution and may result in temporary suspension of platform access pending investigation.
10. Subscription Pause
As an alternative to cancellation and refund, Leanova offers a subscription pause facility for Patients who need to temporarily interrupt their program participation due to medical reasons, travel, or other significant personal circumstances. A pause request must be submitted in writing to care@leanova.in with a brief explanation of the reason.
Subscriptions may be paused for a maximum of 90 calendar days per 12-month Subscription Period. The Subscription Period will be extended by the duration of the approved pause — the Patient does not lose the unused portion of their Subscription. During a pause, access to clinical services, the Platform, and WhatsApp follow-up will be suspended. Pauses are not transferable to another individual.
Pause requests are reviewed and approved at Leanova's reasonable discretion. A pause will not be approved as a mechanism to delay a refund request that would otherwise not be eligible under this Policy. Where a pause is approved, Leanova will confirm the pause start date, end date, and extended Subscription Period end date in writing.
11. How to Submit a Cancellation or Refund Request
All cancellation and refund requests must be submitted by email to care@leanova.in from the Patient's registered email address. To enable prompt processing, please include the following information in your request.
Full name and registered mobile number or account ID.
The subscription plan or service for which the refund or cancellation is being requested.
The transaction reference number or payment confirmation, where available.
A clear statement of the reason for the request, including any relevant dates.
Supporting documentation where applicable — for example, medical certificates for adverse events, pregnancy confirmation, or photographs for damaged product claims.
Contact email | care@leanova.in |
Subject line | "Cancellation / Refund Request — [Your Name] — [Account ID]" |
Acknowledgement | Within 48 hours of receipt |
Resolution | Within 7–21 working days depending on complexity |
Escalation path | If unresolved, raise as a grievance per the Grievance Redressal Policy |
12. Consumer Rights
Nothing in this Policy limits, excludes, or modifies any right or remedy available to a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable statute that cannot be excluded by contract. Where any provision of this Policy conflicts with a statutory right that cannot be waived, the statutory right shall prevail to the extent of the conflict.
Patients who believe their consumer rights have been violated may raise a formal complaint through Leanova's Grievance Redressal process or file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
13. Policy Review and Amendments
Leanova reserves the right to amend this Policy at any time. Material changes will be communicated to registered Users via email or a notification on the Platform with reasonable advance notice. The version of this Policy in effect at the time a Subscription is purchased governs that Subscription unless a subsequent version is expressly agreed to by the Patient. Continued use of the Platform following the effective date of an amendment constitutes acceptance of the revised Policy.