Comprehensive Refund, Cancellation & 30-Day Guarantee Policy
Effective Date: September 22, 2026 • Operating Entity: Tovelu Health Technologies Private Limited
🛡️ The Tovelu 30-Day Risk-Free Guarantee (Overview)
We built Tovelu to produce measurable cellular, postprandial glycemic, and metabolic momentum. We do not want your money if our software does not deliver value. To protect both genuine members and the economic sustainability of our research, our refund protocol is structured with rigorous transparency:
You have a full 30 calendar days from the purchase timestamp to test the complete platform.
To qualify for the guarantee, you must actively log food or check daily habits on at least 14 days.
If you tracked for 14+ days and felt zero momentum, we issue an immediate 100% refund.
1. The 30-Day Risk-Free Protocol Guarantee
Tovelu Health Technologies Private Limited ("Tovelu", "we", "us", or "our") stands firmly behind the scientific validity of our metabolic food sequencing algorithms, habit pacing timers, and nutritional intelligence engine.
We provide a comprehensive 30-Day Risk-Free Money-Back Guarantee for all initial memberships, whether purchased as an annual plan or a promotional lifetime license.
Exact Qualification Criteria for the 30-Day Guarantee:
Metabolic biology cannot be transformed by downloading an application and leaving it dormant on a device. Cellular adaptation requires consistent behavioral adherence. To substantiate a refund request under the 30-Day Guarantee, a member must demonstrate a genuine, good-faith attempt to adopt the protocol by satisfying the following objective threshold:
- Active Engagement Threshold: You must have actively recorded meal entries, executed food scans, or marked daily circadian tasks (sunlight, hydration, fiber preload, or postprandial walks) on at least fourteen (14) separate calendar days within your initial thirty (30) days of purchase.
- Audit Verification: Because Tovelu stores operational records client-side in your device's browser storage (LocalStorage), your refund request must include a brief export or screenshot of your Day 1–14 progress dashboard or a brief description of the protocols you executed and why they failed to satisfy your metabolic objectives.
- Timely Submission: The refund request must be delivered in writing to contact@tovelu.store prior to 11:59 PM UTC on the 30th calendar day following the original transaction timestamp.
2. Lifetime Access Scope & Non-Refundable Add-On Services
As stipulated in our Universal Terms of Service, a "Lifetime Access" purchase conveys ongoing access to the core Tovelu digital software platform. Refunds for lifetime or recurring plans do NOT extend to third-party physical goods, lab tests, or human professional services.
| Service / Product Category | Refund Eligibility | Special Conditions |
|---|---|---|
| Core Software Membership (Annual or Lifetime) | 100% Refundable | Within 30 days upon satisfaction of the 14-day protocol tracking criteria. |
| 1-on-1 Consultations (Physicians / Dietitians / Coaches) | Non-Refundable (Post-Session) | Fully refundable only if cancelled at least 24 hours prior to scheduled appointment. Non-refundable once clinical time is rendered. |
| Physical Wearables (CGMs, Smart Rings, Scales) | Merchant Specific | Purchased via third-party affiliate partners (Abbott, Dexcom, Ultrahuman). Governed entirely by manufacturer warranty and merchant return policies. |
| Laboratory Blood Test Panels & Phlebotomy Kits | Strictly Non-Refundable | Once diagnostic blood requisition orders are generated or home test collection kits are dispatched from the laboratory. |
3. Subscription Cancellation & Auto-Renewal Terms
For recurring membership tiers (such as annual recurring billing), your subscription will renew automatically at the end of each billing cycle unless you cancel before the renewal date.
How to Cancel Auto-Renewal: You may cancel future recurring renewals at any time with zero penalty:
- Through your Tovelu account settings drawer by selecting "Manage Subscription"; or
- Through the payment receipt link sent to your email by our payment processor (Stripe / Dodo Payments); or
- By emailing our billing department at contact@tovelu.store with the subject line "Cancel Subscription Renewal" at least 48 hours prior to your scheduled renewal date.
Upon cancellation of auto-renewal, you retain full uninterrupted access to your membership through the remainder of your currently paid billing period. No partial or prorated refunds are issued for unused days mid-billing cycle outside the 30-day guarantee window.
4. Step-by-Step Refund Request Submission Protocol
To request a refund under the 30-Day Guarantee, follow this simple 3-step protocol:
Send an email to contact@tovelu.store from the exact email address you utilized during checkout.
Include: (a) Your Order ID / Payment Reference (e.g. from Stripe or Dodo Payments); (b) Date of Purchase; and (c) Brief confirmation that you completed 14+ active tracking days.
Our support team will verify eligibility and acknowledge your request within 24–48 business hours. Approved refunds are processed immediately back to the original funding source (credit card, debit card, UPI, or Apple Pay).
5. Payout Timelines, Banking Delays & Currency Conversion
Once Tovelu issues your refund, the funds are transmitted immediately via our payment gateway. However, the time required for the credit to appear on your financial statement depends entirely on your issuing bank or credit card network:
- Credit / Debit Cards: Typically 5 to 10 business days depending on network settlement rules (Visa, Mastercard, American Express).
- UPI / Net Banking (India): Typically 2 to 5 business days.
- Foreign Exchange Fluctuation: If you paid in a non-USD currency, refunds are credited at the prevailing exchange rate established by your financial institution on the settlement date. Tovelu is not liable for foreign transaction fee differentials or exchange rate shifts applied by your bank.
6. Chargeback Protection & Anti-Fraud Policy
⚠️ MANDATORY DISPUTE RESOLUTION NOTICE:
We maintain a clear, transparent, and generous 30-Day Money-Back Guarantee. Initiating an illegitimate bank chargeback without first requesting a refund via contact@tovelu.store violates our Universal Terms of Service.
In instances of fraudulent chargebacks ("friendly fraud"), Tovelu submits detailed cryptographic access logs, IP geolocation records, timestamped protocol logs, and signed checkout acceptance records to the acquiring bank and payment arbitration networks. Accounts associated with fraudulent chargebacks are permanently blacklisted across our global network.
7. Deactivation & License Revocation Upon Refund
Upon the issuance of a full refund, your license to access the Tovelu software, personalized nutritional sequencing models, and member compendium is revoked immediately. You are expected to purge any locally saved cached reports. You may re-subscribe to the platform at a future date under prevailing commercial terms.
8. European & Global Statutory Consumer Rights
Nothing in this Refund Policy is intended to restrict, exclude, or modify statutory consumer protections that cannot be waived under applicable local laws (such as statutory withdrawal rights under the EU Consumer Rights Directive 2011/83/EU or the Australian Consumer Law). Where mandatory statutory provisions provide broader protections than this Policy, such statutory standards shall prevail.
9. Billing Inquiries & Direct Support
Operating Entity: Tovelu Health Technologies Private Limited
Direct Billing & Refund Support: contact@tovelu.store
Legal & Compliance Department: legal@tovelu.store
Subject Line for Priority Handling: "Refund Request - [Your Order ID]"