Customer Policy Guide

Validity begins from the date on which the first session is consumed, and not necessarily from the date of purchase.

1.1A Weight-loss packages

The Wellness Ed currently offers weight-loss packages designed around individual goals, including:

• 5 kg Weight-Loss Package — up to 3 months validity
• 10 kg Weight-Loss Package — up to 5 months validity

Validity begins from the date on which the first session is consumed, and not necessarily from the date of purchase.

1.1B Laser packages

• 6 sessions of laser (fresh booking) — 9 to 12 months
• Laser maintenance — up to 18 months
• Packages booked under lifetime maintenance entitle you to take up to 8 sessions in a year for 3 respective years.

1.1C Skin & aesthetic packages

Validity depends on the treatment plan and as mentioned on the service / treatment card. It begins from the date on which the first session is consumed, and not necessarily from the date of purchase. The applicable package validity will be communicated at the time of purchase and mentioned on the form.

1.2 Package expiry

All packages are valid only for the period specified at the time of purchase. Unused sessions remaining after the package validity expires will lapse and cannot ordinarily be carried forward.

1.3 Renewal of an expired package

An expired package may be renewed once, subject to The Wellness Ed’s approval, through either:

• Payment of a ₹7,500 renewal fee, or
• Purchase of a new package valued at ₹25,000 or above.

A renewal provides a fresh validity period. The new timeline will be determined based on the remaining sessions and the nature of the package. Once a package has been renewed under this provision, it will not be eligible for a further renewal.

1.4 Upgrades & downgrades

Customers may request an upgrade or downgrade of their package, subject to applicable terms and approval. In case of a downgrade:

• No refund will be issued for the difference in package value.
• The remaining value may instead be utilised towards eligible regular beauty services, subject to availability and applicable pricing.
• The difference cannot be converted into cash or refunded.

1.5 Combining packages

Multiple packages cannot be combined, merged or consolidated unless specifically approved by The Wellness Ed.

1.6 Sharing & family use

Weight-loss packages are primarily intended for the customer who purchased them. The remaining portion of an active package may be transferred once in circumstances permitted under our Transfer Policy. Memberships, where specifically designated as shareable, may be used by the customer’s friends or family members in accordance with the applicable membership terms.

2.1 Advance booking

Appointments and sessions should be booked at least 24 hours in advance, subject to availability.

2.2 Cancellation

Customers may cancel or reschedule an appointment up to 6 hours before the scheduled appointment time. Cancellations made less than 6 hours before the appointment, as well as no-shows, will be treated as an availed / consumed session.

2.3 Rescheduling

Rescheduling is permitted up to 6 hours before the scheduled appointment, subject to availability. For slimming / weight-loss packages, a maximum of 3 cancellations or rescheduling instances per month is permitted. This limit is intended to support treatment consistency, because weight-loss outcomes may be affected by irregular attendance.

2.4 No-shows

If a customer does not attend a confirmed appointment without prior cancellation within the permitted cancellation window, the relevant session will be considered consumed.

2.5 Late arrival

We value every customer’s time and appointment. If a customer arrives late, the service duration may be adjusted so subsequent appointments can continue as scheduled. The appointment will not necessarily be extended to compensate for late arrival.

We understand that circumstances can change. Subject to the conditions below, an active package may be transferred.

3.1 When can a package be transferred?

A package may be transferred where:

• The customer’s intended goal has been achieved while sessions remain unused;
• The customer is unable to continue due to illness;
• The customer is travelling;
• A family emergency or other genuine personal circumstance prevents continuation; or
• The customer has permanently moved to a different state or country.

3.2 Transfer conditions

• A package may be transferred only once.
• The package must be active and within its validity period at the time of transfer.
• Transfer must be requested in writing through the official The Wellness Ed support channel.
• There is no transfer fee when the package is active and within its validity.
• A partially used package may be transferred, subject to these conditions.
• The recipient of a transferred package cannot transfer it again.
• Transfer does not reset or extend the original package validity unless specifically approved by The Wellness Ed.
• All transfers are subject to verification and approval by The Wellness Ed.

We understand that travel, medical circumstances and major life events can sometimes interrupt your wellness journey. A package may be placed on hold for travel, medical emergency / medical circumstances, or pregnancy.

4.1 Freeze duration

A maximum freeze period of 30 days in total is permitted. In case of pregnancy, the freeze may be up to 12 months. The 30 days may be used either in one continuous period, or in multiple periods, subject to approval. There is no freeze fee. Customers are requested to inform The Wellness Ed as soon as reasonably possible when a freeze is required.

4.2 Extension of validity

Where a freeze is approved, the applicable package validity will be extended by the approved freeze period.

4.3 Impact on results

Temporarily pausing a programme may affect treatment progress and outcomes. Where a customer voluntarily opts for a freeze, The Wellness Ed and its representatives cannot be held responsible for changes in progress or outcomes that may arise as a result of the interruption.

4.4 Product-specific validity

For treatments involving products such as fillers and skin boosters, treatment must be redeemed within the applicable product expiry / use period. Product-specific expiry requirements will take precedence over general package validity where applicable.

5.1 No-refund policy

The Wellness Ed follows a strict no-refund policy on packages and memberships. Accordingly:

• Packages are non-refundable after purchase.
• There is no cooling-off / refund period.
• Used packages cannot be refunded.
• Partially used packages cannot be partially refunded.
• Promotional or discounted purchases are non-refundable.
• Unused sessions do not have a cash refund value.
• Where specifically permitted under this guide, unused package value may be utilised towards eligible alternative services, but this does not create a right to a cash refund.

5.2 Payment responsibility

Customers are responsible for completing payments in accordance with the agreed payment terms. Any applicable payment, financing or convenience charges will be communicated at the time of purchase.

We appreciate customers who introduce their friends and family to The Wellness Ed. The programme is designed to reward both the person making the referral and the eligible referred customer.

6.1 Eligibility

• A qualifying referral requires a minimum purchase / billing value of ₹25,000 by the referred customer.
• Self-referrals are not permitted.
• There is no stated limit on the number of eligible referrals a customer may make, subject to The Wellness Ed’s verification of each referral.

6.2 Benefit for the referrer

The referrer receives services equivalent to 5% of the qualifying package value. For payments made through cash, UPI or bank transfer, the benefit is calculated at 5% of the qualifying package value. Where the qualifying purchase is made through a loan / financing facility, the applicable 8% convenience fee will be deducted before calculating the 5% referral benefit. The referral benefit is provided as eligible services, and not as a cash payout.

6.3 Benefit for the referred customer

The referred customer may receive eligible services based on the qualifying purchase value:

• Regular beauty / Ayurveda services: 5% of the qualifying package value
• Laser Hair Reduction: 5% of the qualifying package value
• Doctor-led procedures: 3% of the qualifying package value

Referral benefits may be redeemed only against eligible services as specified above.

6.4 When does the referral benefit become available?

The referral benefit becomes eligible after the qualifying customer’s billing / payment has been received and the required one-month period has been completed. The referral benefit must be redeemed within 3 months of becoming eligible.

6.5 Referral benefit expiry

Any unredeemed referral benefit will expire 6 months from the date of the qualifying billing. Once expired, the benefit cannot be reinstated or exchanged for cash.

6.6 Combining referral benefits

Referral benefits cannot be combined with other promotional offers, discounts, other referral benefits, or any other scheme unless specifically approved by The Wellness Ed.

7.1 Combining offers

Multiple offers, discounts or promotional benefits cannot be combined unless explicitly stated by The Wellness Ed.

7.2 Referral benefits

Referral benefits cannot be combined with other offers or discounts.

7.3 Promotional packages

Promotional packages are subject to the same general validity and refund principles unless specific terms are communicated as part of the promotion.

7.4 Retroactive discounts

Where applicable, discounts may be applied retrospectively, subject to approval by The Wellness Ed.

7.5 Renewals

Promotional offers may be applicable to renewals where specifically communicated as part of the relevant offer.

7.6 Changes to offers

Once an offer has been communicated with a defined validity period, The Wellness Ed will honour the applicable terms during that period, subject to the stated conditions and eligibility requirements.

We want The Wellness Ed to remain a comfortable, respectful and premium environment for everyone. Customers are expected to:

• Treat staff, doctors, therapists and fellow customers with respect.
• Follow reasonable instructions provided by the The Wellness Ed team.
• Maintain appropriate conduct within the premises.
• Arrive on time for appointments.
• Take reasonable care of the premises and equipment.

8.1 Unacceptable behaviour

Abusive, threatening, disrespectful or disruptive behaviour towards staff, practitioners or other customers will not be tolerated. The Wellness Ed reserves the right to terminate a service or refuse further service where customer conduct is inappropriate or compromises the safety, comfort or dignity of others.

8.2 Smoking, alcohol & pets

For the comfort and safety of all customers:

• Smoking is not permitted within the premises.
• Consumption of alcohol is not permitted within the premises.
• Pets are not permitted within the premises.
• Excessive noise or loud sounds are not permitted.

8.3 Damage to property

Customers may be held responsible for damage caused to The Wellness Ed’s property, equipment or facilities due to intentional, negligent or inappropriate conduct. The Wellness Ed reserves the right to pursue appropriate legal remedies where necessary.

8.4 Personal belongings

Customers are responsible for their own personal belongings. The Wellness Ed is not responsible for loss, theft or damage to personal belongings brought onto the premises.

The Wellness Ed may document treatment progress through photographs, videos or other visual records where appropriate.

9.1 Result tracking

Progress photographs / videos may be taken for treatment documentation and result tracking, subject to the applicable consent process.

9.2 Social media & marketing

Use of customer photographs or videos for social media, marketing, advertising or promotional purposes requires separate customer consent. Consent for treatment / result tracking does not automatically constitute consent for public or promotional use. Customers may be asked to complete a separate photography / media consent form for promotional use.

The Wellness Ed offers a range of wellness, aesthetic and doctor-led services, including weight-management programmes, advanced technology-based treatments, Ayurveda therapies, laser hair reduction and aesthetic procedures.

10.1 Consultation & suitability

Certain treatments may require a consultation, assessment or suitability evaluation before treatment. The Wellness Ed reserves the right to decline, postpone or modify a treatment where a practitioner determines that the treatment may not be appropriate or advisable for the customer.

10.2 Medical history

Customers are expected to provide complete and accurate information regarding relevant medical conditions, allergies, medications, previous procedures, current treatments, pregnancy or possibility of pregnancy, and other information requested during consultation. Failure to disclose relevant information may affect treatment suitability and outcomes.

10.3 Informed consent

Where required, customers will be asked to provide informed consent before undergoing a procedure. Customers are encouraged to ask questions and clarify any concerns before treatment.

10.4 Individual results

Results vary from person to person. Factors including individual physiology, lifestyle, adherence to recommended protocols, skin type, age, medical history and other individual circumstances may influence outcomes. Accordingly, The Wellness Ed does not guarantee a specific weight-loss, aesthetic or cosmetic result.

10.5 Aftercare

Customers should follow all aftercare and post-treatment instructions provided by the relevant practitioner or The Wellness Ed team. Failure to follow recommended aftercare may affect healing, recovery or results.

10.6 Risks & contraindications

Every treatment has its own indications, contraindications, potential risks and expected recovery requirements. These will be explained as applicable during consultation and / or before treatment. Customers should not proceed with a treatment if they have concerns about its suitability without discussing those concerns with the relevant practitioner.

10.7 Product-specific treatment windows

Where a treatment involves products with specific expiry dates or recommended treatment windows, those requirements will apply regardless of general package validity. This is particularly relevant to treatments involving products such as Botox, fillers and skin boosters.

10.8 Follow-up

Certain treatments may require follow-up consultations or appointments. Customers are responsible for attending recommended follow-ups within the timeframe communicated by the practitioner.

10.9 Urgent concerns

If a customer experiences an unexpected, severe or urgent reaction following a treatment, they should contact The Wellness Ed promptly and seek appropriate medical attention where necessary. Our team will guide the customer regarding the appropriate next steps based on the circumstances.

We understand that exceptional circumstances can arise. Requests for an exception to any policy may be reviewed case-by-case and are subject to management approval. An exception granted in one situation does not automatically create a precedent or entitlement for future cases. The Wellness Ed reserves the right to request reasonable supporting information where necessary to evaluate an exceptional request.

We value your feedback and want to resolve concerns as quickly and fairly as possible. If you have a question, concern or complaint regarding a package, appointment, service or policy, please contact the The Wellness Ed support team through our official support channel.

Where a concern relates to a medical or doctor-led procedure, the matter may be referred to the relevant practitioner or clinical team for review. Customers are encouraged to raise concerns promptly so that the team has an opportunity to understand and address them appropriately.

Customer support: support@thewellnessed.in

The Wellness Edmay update, modify or introduce policies from time to time to reflect changes in our services, operations, regulatory requirements or customer experience standards. The version of the policy applicable to a customer’s package or service will be communicated through the appropriate official channels. Customers are encouraged to refer to the latest version of this guide when planning future purchases or services.

The numbered sections above are the governing terms. This table is a summary only.

At The Wellness Ed, our goal is to make your wellness and aesthetic journey feel personal, transparent and thoughtfully managed. These policies exist to create clarity, consistency and fairness for our customers and our team.

If you are ever unsure about a policy or how it applies to your individual situation, please speak with our team before making a booking or purchase. We will be happy to guide you.