Refunds and Cancellation Policy

1. Scope of This Policy

This policy applies to purchases, subscriptions, renewals, digital access, AI-assisted features, wellness programs, and related services purchased through or in connection with the Stilwater platform.

This policy does not override any mandatory rights available to users under applicable consumer protection laws. Where the law provides a higher level of protection, the applicable law will prevail.

2. Digital Subscriptions and Platform Access

Stilwater may offer paid subscriptions, memberships, AI-assisted wellness features, nutrition support tools, interactive yoga sessions, or other digital services. Once a subscription is activated and access is provided, the service is considered delivered digitally.

Unless otherwise stated at the time of purchase, subscription fees are charged in advance for the selected billing period.

3. Subscription Cancellation

You may cancel your Stilwater subscription at any time by using the account settings available on the platform, where available, or by contacting us at info@stilwater.health.

• Cancellation will stop future renewals after the current paid billing period.
• You will continue to have access to the paid features until the end of the current billing period, unless otherwise stated.
• Cancellation does not automatically create a refund for the current billing cycle.
• To avoid renewal charges, cancellation requests should be submitted at least 48 hours before the next billing date.

4. Refund Eligibility

Refunds may be considered in the following cases:

• A duplicate payment was made for the same service or subscription.
• Your payment was successfully charged, but your Stilwater account was not activated due to a technical issue attributable to Stilwater.
• You were charged after a valid cancellation request was received and processed before the renewal date.
• A service purchased through Stilwater was not delivered due to reasons attributable to Stilwater.
• A refund is required under applicable law or payment network rules.

5. Non-Refundable Situations

Refunds will generally not be provided in the following situations:

• You changed your mind after activating or using the digital service.
• You did not use the service during the billing period.
• You forgot to cancel before the renewal date.
• You experienced temporary internet, device, browser, or user-side access issues not caused by Stilwater.
• You were dissatisfied because a wellness outcome, habit change, health improvement, or personal result was not achieved.
• You violated Stilwater’s Terms of Use, community standards, or acceptable use requirements.

Stilwater does not guarantee specific health, fitness, nutrition, therapeutic, or lifestyle outcomes. Any wellness guidance provided through the platform is for general support and should not replace professional medical advice.

6. Accidental Renewals

If you believe your subscription renewed accidentally, please contact us within 48 hours of the renewal charge. Stilwater may review the request based on account usage, timing of the request, payment status, and applicable law.

If there has been significant usage of the platform after renewal, the payment may not be eligible for refund.

7. Failed, Pending, or Duplicate Transactions

If your payment was debited but the transaction failed, remained pending, or did not reflect in your Stilwater account, please contact your bank or payment provider first, as many failed payments are automatically reversed by banks or payment gateways.

If the amount has been settled to Stilwater and the service was not activated, we will verify the payment and either activate the service or initiate an eligible refund.

8. Refund Processing Timeline

Once a refund is approved, Stilwater will initiate the refund to the original payment method, unless another legally permitted method is required. Refund processing timelines may vary depending on the payment gateway, bank, card network, wallet, or UPI provider.

In most cases, approved refunds may take 5 to 10 business days to reflect in your account after initiation. Delays caused by banks, payment gateways, card networks, or payment providers are outside Stilwater’s direct control.

9. Partner-Led Services and Third-Party Programs

Stilwater may help users discover, access, or enroll in wellness services, programs, sessions, consultations, or offerings delivered by third-party partners, professionals, instructors, organizations, or service providers.

For partner-led services, the refund, rescheduling, cancellation, and no-show rules may be governed by the relevant partner’s policy, booking terms, or program-specific conditions. Stilwater will make reasonable efforts to assist with coordination, but final approval may depend on the partner’s terms and the status of service delivery.

10. Appointment, Session, or Program Cancellations

Where Stilwater or its partners offer scheduled sessions, consultations, classes, or programs, the cancellation rules displayed at the time of booking will apply. Unless otherwise stated:

• Cancellation or rescheduling should be requested at least 24 hours before the scheduled session.
• No-shows or late cancellations may not be eligible for refund.
• If a session is cancelled by Stilwater or the service provider, you may be offered a reschedule, credit, or eligible refund.

11. Promotional Offers, Coupons, and Discounts

Payments made using promotional offers, coupons, discounts, referral credits, free trials, or special launch pricing may be subject to additional terms. Unless clearly stated otherwise, promotional credits are not redeemable for cash and may not be refundable.

12. Chargebacks and Payment Disputes

If you have a concern about a charge, we encourage you to contact us first at info@stilwater.health. We will make a reasonable effort to review and resolve genuine billing concerns.

Filing a chargeback or payment dispute without first contacting us may result in temporary suspension of account access while the dispute is being reviewed by the payment provider.

13. How to Request a Refund or Cancellation

To request a cancellation, refund review, billing correction, or payment verification, please email us with the following details:

• Your full name
• Registered email address or mobile number
• Transaction ID, order ID, invoice number, or payment reference
• Date and amount of payment
• Reason for the refund or cancellation request
• Any screenshot or proof of payment, if available

14. Review and Decision

After receiving your request, Stilwater may verify your account status, payment details, access logs, service usage, booking status, partner service status, and the reason for the request. We may contact you for additional information if required.

Approval or rejection of a refund request will be based on this policy, the terms shown at the time of purchase, payment gateway status, service usage, and applicable law.

15. Changes to This Policy

Stilwater may update this Refunds and Cancellation Policy from time to time to reflect changes in our services, business practices, legal requirements, or payment processes. The updated version will be posted on this page with a revised effective date.

16. Governing Law and Jurisdiction

This policy shall be governed by the laws of India. Subject to applicable consumer protection laws, the courts located in Bengaluru, Karnataka, India shall have jurisdiction over disputes arising from or relating to this policy.