Refund Policy

DietOwl, operated by Selektial Software Solution Private Limited, provides personalised nutrition coaching through health and nutrition coaches.

DietOwl plans are non-refundable by default. When you pay for a plan, you are booking a health and nutrition coach's time to study your reports, build your personalised plan, and support you through WhatsApp. That work begins within hours of your first consultation call.

Refunds are issued only in the specific circumstances set out in Section 1 below. Any request that does not fall within Section 1 will not be processed. Please read this policy carefully before making a payment.

1. When You Can Request A Refund

A refund may be issued only in the five situations described below. Every refund request must be accompanied by the documentation specified for that situation.

1.1 Service Failure On Our Side

You are entitled to a full refund if either of the following happens and is not caused by you:

• We do not contact you within three (3) working days of your successful payment.
• We do not deliver your personalised plan within seven (7) working days of you submitting a complete assessment form.

If you delay submitting the assessment form, information, or reports we have requested, these timelines pause accordingly. Refund amount: 100% of the plan fee, with no administrative deduction.

1.2 Duplicate Or Erroneous Payment

If you are charged more than once for the same plan, or a payment-gateway error creates an unintended charge, you may request a refund of the duplicated amount. You must notify us within fourteen (14) days of the charge. Refund amount: the duplicated amount only, subject to bank and payment-gateway verification.

1.3 Unauthorised Transaction

If a payment was made using your card, account, or UPI ID by someone other than you, you may request a refund. This requires a signed, written dispute from the account holder, or a formal notice from the issuing bank confirming that the transaction is disputed. Refund amount: the disputed amount, subject to verification.

1.4 Documented Medical Incompatibility

If a licensed medical practitioner advises, in writing, that your specific medical condition cannot be safely supported by a personalised nutrition programme such as DietOwl, you may request a pro-rata refund. The practitioner's written statement must include:

• The practitioner's full name and medical registration number issued by the Medical Council of India or the relevant State Medical Council.
• Clinic or hospital name, address, and contact details.
• The specific medical condition being referenced.
• A clear, signed statement that a nutrition programme of this nature is contraindicated for your case.

The request must be submitted within fourteen (14) days of your first consultation call. Unsigned notes, prescription slips without the required details, notes from practitioners who are not licensed in India, or notes obtained after a refund request has been declined will not be accepted. Refund amount: pro-rata refund for the unused whole months, less a ₹1,500 consultation and onboarding fee.

1.5 Cancellation By DietOwl For Reasons Not Caused By You

If DietOwl terminates your programme because we cannot safely support your clinical needs, and the termination is not a result of your conduct or non-cooperation, we will issue a pro-rata refund for the unused whole months, with no administrative fee deducted.

2. What Is Not Refundable

The situations below are expressly not eligible for a refund. This list is illustrative, not exhaustive. DietOwl reserves the right to decline any refund request that does not fall within Section 1.

• Change of mind, loss of motivation, boredom, or general dissatisfaction after your personalised plan has been delivered.
• Disappointment with the pace of your results. Nutrition-led change takes time, which is explained to every client before payment.
• You are too busy, your schedule has changed, or you are travelling. Please use our free pause (up to 60 days) instead.
• Not following the plan, skipping scheduled consultations, or not responding on WhatsApp for fourteen (14) or more consecutive days.
• Disagreement with the dietary approach after your first personalised plan has been delivered.
• Lifestyle changes such as relocation, new job, or personal pressure. Please use our free pause instead.
• Failure on your side to share the reports, medical history, or other information we reasonably request to build the plan.
• Promotional, discounted, free, or complimentary plans, unless specifically stated otherwise at the time of purchase.
• Any request submitted more than fourteen (14) days after a qualifying event listed in Section 1.
• Any request not supported by the documentation required in Section 1.
• Accounts terminated for violation of our Terms and Conditions, including abusive conduct toward our team.
• Payment-gateway fees, bank processing fees, GST already remitted to the government, and other non-recoverable taxes or charges.

3. How To Request A Refund

Refund requests must be submitted in writing. Verbal requests, including those made during a consultation call, do not constitute a formal refund request.

To submit a refund request:

• Email support@dietowl.in with the subject line 'Refund Request'.
• Include your registered full name, registered phone number, plan purchased, and date of payment.
• State clearly which clause of Section 1 you are relying on.
• Attach any supporting documentation that clause requires (for example: medical statement, bank dispute letter, proof of duplicate charge).

We will acknowledge receipt within one (1) working day and communicate our decision within five (5) working days. Approved refunds are processed within seven (7) to ten (10) working days after approval.

4. How Refunds Are Paid

Approved refunds are returned to the original payment method used at the time of purchase. Depending on your bank or card issuer, the refunded amount may take an additional five (5) to ten (10) working days to reflect in your account after we process it on our side. Refunds cannot be issued to a different account, card, or UPI ID.

5. Taxes (GST)

The refund amount is calculated on the base plan fee. Goods and Services Tax (GST) paid on your plan is refundable only to the extent permitted by Indian GST law. Where GST has already been remitted to the government and cannot be reversed, the refund will exclude the non-recoverable portion. We will itemise this clearly before confirming any refund.

6. Pausing Instead Of Requesting A Refund

If your circumstances make it hard to continue the programme, you can pause your plan at no cost for up to sixty (60) days. Travel, surgery, pregnancy, bereavement, work pressure, or a particularly busy period are all valid reasons. Your remaining plan duration is preserved and resumes on the day you return.

Where a refund request does not fall within Section 1, pausing is the default option we will offer. To request a pause, email support@dietowl.in or message your assigned dietitian on WhatsApp.

7. Chargebacks And Payment Disputes

If you raise a chargeback or payment dispute with your bank or card issuer in a situation not covered by Section 1, DietOwl will present evidence of the services delivered and the refund policy you agreed to at the time of purchase. Fraudulent or bad-faith chargebacks may result in permanent account termination and, where applicable, recovery action under Indian law.

8. Changes To This Policy

DietOwl may update this Refund Policy from time to time. The version in force at the time you made your payment is the one that applies to that payment. Changes affect only new purchases made after the updated effective date.

9. Contact Us

For refund requests or questions about this policy:

Email: support@dietowl.in
WhatsApp: +91 80104 18033
Address: #201, 2nd Floor, Horamavu, Bangalore 560043, India