1. Shipping Policy (Domestic – India)

1.1 Appointment-Based Services

For services that involve scheduling (including, but not limited to, doctor tele-consultations, dietitian/coach consultations, and program sessions),
appointments may be scheduled automatically or manually through the Application.

We will communicate the availability of the relevant Health Service Provider (“HSP”) at the time of booking. If you wish to reschedule, you may
select a preferred appointment date and time through the Application, subject to HSP availability. While The Good Weight does not
guarantee any specific appointment slot, we will make reasonable efforts to confirm an appointment as per your preference.

Registered Users are generally permitted a maximum of two (2) reschedules for services that require an appointment. Rescheduling
is usually permitted from 1 (one) week up to 1 (one) hour prior to the confirmed appointment time, unless otherwise
specified for a particular service.

1.2 Product Shipping (Food, Nutraceuticals, Devices and Other Goods)

For all The Good Weight products that require physical delivery (including food, meal kits, nutraceutical products, health devices and other goods):

• An estimated delivery date or delivery window will be provided to you at the time of placing the order.
• We typically ship food and nutraceutical products within 1–7 working days from order confirmation, depending on your delivery
  location, product availability and logistics partner constraints.
• Delivery timelines are estimates only and may be affected by factors beyond our control, such as courier delays, strikes, logistical disruptions
  or force majeure events.

Title and risk in the goods pass to you upon handover of the shipment to the carrier, subject to applicable law.

2. International Shipping Policy

At The Good Weight, we endeavour to make our premium food, nutraceutical and wellness products available to customers globally,
subject to local regulations and logistics feasibility.

2.1 Shipping Availability and Delivery Timelines

• Eligibility: International shipping is available only for select food, nutraceutical and wellness products, and only to countries
  where such products are legally permitted and operationally feasible to ship. Availability will be indicated at checkout.
• Estimated Delivery Time: For international orders, delivery typically takes 7-14 working days from the date of shipment,
  depending on destination country and city, customs clearance processes, and local postal or courier service performance. Delays may occur due to reasons beyond our control, such as customs inspections, local regulations, weather events or carrier-related issues.
• Order Processing: We generally process and ship international orders within 1–7 working days after order confirmation,
  depending on product availability and your delivery location. Orders may be split into multiple shipments if required.

2.2 Shipping Costs

• Calculation: International shipping charges are calculated based on order weight and dimensions, destination country and postal code,
  and the selected shipping method (where multiple options are available).
• Display and Payment: Shipping charges will be displayed at checkout before you complete the order. These charges are
  in addition to the product price and any applicable taxes or duties.
• Taxes, Duties and Fees: Customers are responsible for any customs duties, import taxes, handling fees or other charges imposed by their
  local authorities or logistics providers. These are not included in The Good Weight’s product prices or shipping charges and must be paid by you directly to the relevant authorities or service providers as per your country’s regulations.

2.3 Shipping Terms

• Tracking: Where available, we will provide a tracking number or tracking link once your order is shipped so that you can monitor its progress.
• Delivery Confirmation: Deliveries may require a signature or identity verification upon receipt, depending on the carrier and local regulations.
• Lost or Delayed Shipments: If your order is significantly delayed beyond the estimated delivery timeline or appears lost in transit,
  please contact our support team through the Application or via email. We will coordinate with the shipping carrier to investigate and attempt to resolve the issue. The Good Weight is not liable for delays, non-delivery or service issues caused by third-party carriers, customs authorities or other circumstances beyond our reasonable control.

2.4 Restrictions

• Certain products may not be eligible for international shipping due to local restrictions on food, nutraceuticals, supplements, or specific ingredients, or due to operational shipping constraints.
• The Good Weight reserves the right to refuse, cancel or modify international orders if shipping is not legally permitted to your country or region, or if shipping becomes commercially or operationally unfeasible. If an order is cancelled by The Good Weight before shipment for such reasons, any amount paid for the unshipped items (excluding any non-refundable bank or currency conversion charges) will be refunded to you in accordance with our Sales & Refund Policy.

3. Sales & Refund Policy

3.1 General

All sales made via The Good Weight Application or website are subject to these Terms of Use, the Shipping and International Shipping Policies above, and this Sales & Refund Policy. By placing an order or booking a service, you acknowledge and agree to the applicable terms as displayed at checkout and/or in the relevant service description.

3.2 Products – Food, Nutraceuticals and Other Goods

No Return / No Refund (Standard Rule)

Due to the nature of our products and regulatory requirements for food and nutraceuticals:

• No returns or refunds are applicable on:

   

  • Food and nutraceutical products,
  • Meal kits and other consumable items, and
  • Products that are perishable, opened, used, tampered with or not in their original condition,

  
        once sold and delivered or dispatch-confirmed, except where:

  • There is a clear product defect, damage in transit or quality issue attributable to The Good Weight or its partners; or
  • A refund is required under applicable consumer protection laws.

Damaged or Defective Products

• If you receive a product that is visibly damaged, defective or incorrect, please contact us within 48 hours of delivery with:

   

  • Your order details; and
  • Clear photos and/or videos of the product and packaging.
    
    
• We will review your claim and, if validated, may at our discretion:

   

  • Replace the product; or
  • Issue a refund or credit note for the affected item(s).

  We may require you to retain or return the product in some cases (instructions will be provided by our support team).

Non-Delivery

• If an order is not delivered to you (and tracking confirms non-delivery), and this is not due to an incorrect address, repeated failed delivery attempts,or refusal to accept the parcel, we will:

   

  • Work with the carrier to verify the status; and
  • If confirmed undelivered and returned, either re-ship the order (where feasible) or refund the amount paid for the undelivered items
    (excluding non-refundable bank, forex or customs charges, where applicable).

3.3 Services – Consultations, Programs and Subscriptions

a. Consultancy & Teleconsultation Services

• A 100% refund of the consultation fee is applicable if:

   

  • You cancel the consultation up to 1 (one) hour before the scheduled appointment time; and
  • The cancellation is made through the Application or via our official support channel, within the allowed cancellation window.
• No refund will be provided if:

   

  • You fail to attend the consultation (no-show) without cancelling at least 1 (one) hour before the scheduled appointment time; or
  • You cancel after the scheduled consultation time has started, unless otherwise specified for a particular service.

b. Programs and Subscriptions (Diet/Coach-Led Programs, Packages)

• For multi-session or subscription-based programs, cancellation and refund rules may vary by program and will be
  clearly stated at the time of purchase (for example, cooling-off periods, partial refund thresholds or non-refundable components).
• In many cases, fees for sessions already availed, onboarding assessments, or one-time setup costs are non-refundable.
• The Good Weight may offer pro-rated or partial refunds for unutilised portions of a program only if:

   

  • This is explicitly offered for that specific program; and
  • You meet the applicable conditions for early termination as mentioned in the program terms.

c. What Refunds Cover

Unless stated otherwise, refunds for services cover only the service fee (consultation/program fee) paid to The Good Weight and
do not cover the cost of:

• Foods, devices, nutraceuticals, medications or lab tests purchased separately; or
• Any other incidental or out-of-pocket expenses incurred by you.

d. Refund Processing

• Once a refund is approved by The Good Weight, it will typically be
  initiated within 7–10 working days.
• The amount will be credited back using the original mode of payment, wherever feasible, or by another method communicated to you
  (for example, wallet credit or bank transfer), subject to banking/payment gateway policies.
• Processing times may vary depending on your bank, card issuer or payment provider, and The Good Weight shall not be liable for delays once the refund has been processed from our side.

3.4 Policy Changes

The Good Weight may modify or update this Shipping, International Shipping and Sales & Refund Policy at any time. Any changes will be posted on the Application/website and/or communicated to you via email or in-app notifications (where appropriate). Your continued use of the Application or further purchases after such changes implies your acceptance of the updated policy.

4. Contact Us

For any questions, concerns or support related to shipping, international shipping, sales or refunds, you can reach us at:

Email: support@thegoodweight.com