Cancellation & Refund Policy

Cancellation for PockyDoc & PockyFit is governed by following terms

PockyDoc Website and Cross-Platform Mobile Application is collectively referred hereinafter as “Interface”.

1. User Cancellation:

i. Users may cancel any consultation placed on the Interface, provided that the consultation has not yet been initiated by Doctor or PockyDoc. In the event consultation has been initiated, cancellation requests will not be accepted.

ii. However, to initiate cancellation prior to consultation, the User can contact PockyDoc’s customer support team or follow the cancellation process provided on the PockyDoc’s website.

2. PockyDoc Cancellation:

i. PockyDoc reserves the right to cancel any consultation in the event the Doctors are not available, or the Services cannot be provided by PockyDoc, or incorrect information related to Doctor or Services including but not limited to inaccuracies or errors in pricing information on the PockyDoc website.

ii. In such cases, PockyDoc will notify the User promptly and provide suitable alternatives, if available.

3. Bulk Consultations:

i. PockyDoc reserves the right to cancel consultations that are classified as ‘Bulk Consultations based on criterias determined at its sole discretion.

ii. A consultation can be classified as a ‘Bulk Consultation’ if it meets the following criteria (non-exhaustive list):

a. The consultations ordered are intended for commercial resale rather than personal consumption.

b. The scheduling of multiple consultations at the same time for a single patient indicates a potential multi-consultation factor.

c. An invalid or incomplete Patient Information is provided in the consultation details, hindering proper consultation.

d. Any fraudulent or unethical practices are employed to place the consulation.

iii. In such cases, PockyDoc will notify the User about the cancellation and such reasons for the same.

4. Cancellation Charges:

i. While PockyDoc’s general cancellation cum refund policy states that no cancellation charges shall be levied for cancellations or refunds made in accordance with the policy, there may be certain exceptions where cancellation charges may apply. The

se exceptions include:

a. Cancellations made two (2) hours or more prior to the scheduled consultation time:

Full refund of the consultation fee shall be provided, excluding service fees, which are non-refundable.

b. Cancellations made less than two (2) hours prior to the scheduled consultation time:

A refund of fifty percent (50%) of the consultation fee shall be provided, excluding service fees, which are non-refundable.

c. Cancellations made after the scheduled consultation time:
No refund shall be provided in such cases, and the entire consultation fee shall be forfeited.

5. Refund Process:

i. In the event of a valid cancellation, PockyDoc will process refunds strictly in accordance with the refund scenarios set forth under Clause 1.4 (Cancellation Charges). Users are advised to refer to both policies for clarity on applicable refunds.

ii. The refund will be initiated through the original payment method used during the consultation placement or the User’s registered bank account, as may be required basis the circumstances.

iii. The time required for the refund to reflect in the User’s account may vary depending on the payment provider and banking processes, over which PockyDoc has no control.

6. Amendment or Changes:

i. PockyDoc reserves the right to amend, modify, or update this cancellation cum refund policy at any time without prior notice.

ii. Any changes to the cancellation cum refund policy will be effective immediately upon posting the revised policy on the Interface.

7. By using the Interface and placing consultation, the User had expressly acknowledged and irrevocably agreed to be bound by this cancellation cum refund policy in effect at the time of placing such consultations.

8. The User hereby affirms that he/she have thoroughly reviewed, comprehended, and accepted all applicable terms and conditions, including the relevant policies, prior to placing any consultation on the Interface. The User expressly agrees to be bound by the applicable cancellation cum refund policy.

9. PockyDoc shall bear no responsibility and shall not be held liable for any claims, disputes, or losses arising as a result of the User’s failure to review or understand said cancellation cum refund policy.

POCKYFIT CANCELLATION & REFUND POLICY

Through the PockyFit Platform, owned and operated by PockyDoc Private Limited (hereinafter referred to as “PockyFit”, “we”, “us”, or “our”), we endeavour to provide a seamless guided movement experience to our users.

This Cancellation & Refund Policy (hereinafter referred to as the “Policy”) sets out the terms governing the cancellation of bookings and routine passes purchased through the Platform, and the circumstances under which refunds may be granted.

For the purposes of this Policy, “Partner” means any individual, sole proprietor, company, partnership, limited liability partnership, organization, fitness studio, gym, wellness centre, trainer, or other service provider listed on the Platform that provides fitness, wellness, or related services to users through the Platform.

By purchasing a session or routine through the Platform, you acknowledge that you have read, understood, and agree to be bound by this Policy.

ASSUMPTION OF RISK
1. The User acknowledges and agrees that participation in physical fitness and movement activities carries inherent risks, including but not limited to bodily injury, strain, illness, or other health-related complications.
2. By using the Platform and participating in any session, the User voluntarily assumes all such inherent risks, except to the extent such risks arise directly from gross negligence or wilful misconduct of PockyFit.
3. The User further confirms that they are physically and medically fit to participate in the selected activities or have obtained appropriate medical clearance where required.
PARTNERS RESPONSIBILITY
1. All sessions are conducted by independent Partners. PockyFit acts solely as a technology and facilitation platform enabling booking, scheduling, and access to such services.
2. PockyFit does not control, supervise, or direct the manner in which Partners conduct their sessions and shall not be responsible for any act, omission, negligence, or misconduct of any Partner, except where explicitly required under applicable law.
SCOPE
1. This Policy applies to all purchases made through the PockyFit Platform in respect of the following products:
  1. Try One Session: a single fitness or wellness session booked by a user with a participating Partner through the Platform.
  2. Build Your Week: a guided movement routine offered as a bundled pass comprising multiple fitness or wellness sessions forming a single guided movement experience.
2. This Policy forms an integral part of, and shall be read in conjunction with, the PockyFit Platform’s Terms & Conditions. In the event of any inconsistency between this Policy and the Terms & Conditions, the Terms & Conditions shall prevail to the extent of such inconsistency, unless expressly stated otherwise.
USER-INITIATED CANCELLATION
1. A user may cancel a confirmed Try One Session booking through the PockyFit Platform. Eligibility for a refund shall be determined in accordance with the following conditions:
  1. Cancellation more than twelve (12) hours prior to the scheduled commencement time of the session: The user shall be entitled to a full refund.
  2. Cancellation within twelve (12) hours of the scheduled commencement time of the session: The booking shall be treated as non-refundable.
2. The applicable cancellation period shall be calculated with reference to the scheduled commencement time of the session as specified in the booking confirmation issued through the Platform.
PARTNER OR POCKYFIT CANCELLATION
1. Where a confirmed Try One Session booking is cancelled by the participating Partner or by PockyFit prior to the commencement or redemption of the session, and such cancellation is not attributable to the user, the user shall be entitled to a full refund.
2. All cancelled sessions shall not be automatically rescheduled, substituted, or replaced. Any alternative arrangement, if offered, shall be at the sole discretion of PockyFit and shall be communicated to the user through the Platform or such other communication channel as may be considered appropriate by PockyFit.
BUILD YOUR WEEK
1. Build Your Week is sold as a single bundled guided movement routine. The sessions included within the routine form an integral part of one composite product and are not separately purchased services.
2. Accordingly, individual sessions within a Build Your Week routine shall not be treated as independent bookings and shall not be eligible for separate cancellation, refund, or partial refund claims.
3. The bundled nature of the product shall remain applicable irrespective of the user’s selection of session timing, Partner, or intensity level within the routine.
COMMENCEMENT OF THE ROUTINE
1. A Build Your Week routine shall be deemed to have commenced upon successful redemption of the first included session through QR code scanning at the participating Partner location (the “Commencement”).
2. Upon Commencement of the routine:
  1. the purchase shall be considered as having been fully initiated and utilised as a bundled service and
  2. the user shall not be entitled to any cancellation, refund, or partial refund in respect of any unused or remaining sessions forming part of the routine.
CANCELLATION BEFORE THE ROUTINE BEGINS
1. A user may request cancellation of a Build Your Week purchase within twenty-four (24) hours of purchase, provided that:
  1. no session included in the routine has been redeemed and
  2. no QR code has been successfully scanned for any session under the routine.
2. If any of the conditions set out in Clause 8.1 is not satisfied, the user shall not be eligible for any refund under this Clause 8.
PASS VALIDITY
1. Each Build Your Week pass shall remain valid for a period of thirty (30) calendar days from the date of purchase, unless otherwise expressly extended by PockyFit in writing.
2. Upon expiry of the validity period, any unused sessions forming part of the pass shall automatically lapse and shall no longer be available for redemption.
3. Expired passes and/or unused sessions shall be non-refundable, non-extendable, and shall not be reinstated under any circumstances, except where required under applicable law or expressly approved by PockyFit at its discretion.
4. Users are responsible for planning, scheduling, and utilising the sessions included in the pass within the validity period.
SESSION REDEMPTION
1. A session shall be deemed to have been redeemed only upon successful scanning of the QR code at the participating Partner’s location through the PockyFit Platform.
2. Successful QR code redemption shall constitute conclusive proof of attendance and utilisation of the relevant session for all purposes under this Policy, unless proven otherwise due to a verified technical error attributable to the Platform.
3. The system-generated redemption record maintained by PockyFit shall be final and binding for the purposes of determining session utilisation.
PARTNER CANCELLATIONS OR SERVICE UNAVAILABILITY
1. If a participating Partner:
  1. cancels a booked session
  2. is unable to accommodate a confirmed booking
  3. ceases operations unexpectedly
  4. is unable to deliver the booked service or
  5. otherwise fails to honour a confirmed booking
such event shall be treated as a Partner-side service failure, and the User shall be eligible for review of appropriate resolution under this Clause 11.
1. In such cases, PockyFit shall review the circumstances and may, depending on availability, operational feasibility, and the nature of the issue, provide one or more of the following resolutions:
  1. a refund (full or partial, as deemed appropriate for Try One Session bookings)
  2. an extension of pass validity (for Build Your Week)
  3. a replacement or goodwill session or
  4. any other reasonable operational resolution.
2. The resolution provided, if any, shall be determined by PockyFit acting reasonably and in good faith, and shall not constitute a guaranteed entitlement or redemption right of the User, except where expressly required under applicable law.
REFUND PROCESSING
1. Approved refunds shall be processed to the original payment method used for the transaction, unless otherwise required due to technical or payment system constraints.
2. Refunds are generally initiated within seven (7) to ten (10) business days from the date of approval. Once initiated, the actual time taken for the refunded amount to reflect in the User’s account may vary depending on the payment gateway, banking partner, card issuer, or other financial institution involved in the transaction.
3. PockyFit shall not be responsible for delays caused by third-party payment service providers, banks, or financial intermediaries once the refund has been initiated.
NON-REFUNDABLE SITUATIONS
1. Subject to any statutory rights available under applicable law, refunds shall not be available in the following circumstances:
  1. where the applicable cancellation deadline for a Try One Session has expired.
  2. where a Build Your Week routine has commenced through successful QR redemption of the first session.
  3. where any session(s) expire upon completion of the applicable validity period.
  4. where the User fails to attend a confirmed session without cancelling within the permitted cancellation window.
  5. where the User fails to redeem any or all sessions within the validity period of the pass or
  6. where cancellation is requested in respect of individual sessions forming part of a Build Your Week routine, which is treated as a single bundled product.
2. Nothing in this Clause shall limit or exclude any refund or remedy that may be mandatorily required under applicable law.
LIMITATIONS OF PLATFORM
1. The Platform does not support self-service rescheduling of confirmed bookings.
2. Substitute or replacement sessions are not offered as a standard feature of the Platform, except where expressly provided under this Policy or as otherwise determined by PockyFit in accordance with Clause 11 (Partner Cancellations or Service Unavailability).
3. Passes, bookings, and any associated entitlements are non-transferable and may not be assigned, transferred, or resold to any other user or third party.
4. Automatic extension of pass validity is not available, except where expressly approved by PockyFit under this Policy or where required under applicable law.
PRIORITY, INTERPRETATION & CONFLICT OF TERMS
1. In the event of any conflict or inconsistency between provisions of this Policy and the Terms & Conditions of the PockyFit Platform, the Terms & Conditions shall prevail, except where this Policy expressly states that it shall override the Terms & Conditions in relation to cancellation and refund matters.
2. This Policy shall be read as a single integrated document. No clause shall be interpreted in isolation, and all provisions shall be read harmoniously to give effect to the overall intent of the bundled service model of the Platform.
3. For the avoidance of doubt, Build Your Week constitutes a single bundled service offering, and references to individual sessions within such bundle shall not be construed as separate contracts, entitlements, or independently refundable units, except as expressly provided under this Policy.
4. Any determination of session utilisation, attendance, or commencement shall be based on the Platform’s QR redemption records, which shall be treated as the primary record of use, subject to Clause 10.2.
5. In the event of any ambiguity in interpretation, this Policy shall be interpreted in a manner that is consistent with:
  1. the bundled nature of the services and
  2. the operational structure of the Platform as a guided movement experience system, and not as a marketplace of individually sold sessions.
CHANGES TO THIS POLICY
1. PockyFit may amend, modify, or update this Cancellation & Refund Policy from time to time to reflect changes in its services, operational processes, or applicable law. Any revised version shall be published on the PockyFit Platform and shall apply prospectively from the date of publication, unless otherwise required by applicable law.
2. Users are advised to review this Policy periodically to stay informed of any updates. Continued use of the Platform after publication of any revised Policy shall constitute acceptance of the updated terms.
3. For any queries relating to cancellations or refunds, Users may contact PockyFit Customer Support using the contact details provided in Clause 17 below.
CUSTOMER SUPPORT INFORMATION:
1. Customer Support Contact Number: [please enter contact number]
2. Customer Support Email ID: [please enter email id]
3. Customer Support Timings: 09:00 AM to 09:00 PM (IST), seven (7) days a week, unless otherwise notified on the Platform.