Refund Policy

Money-Back Assurance, Conditions Apply

The dLife Money-Back Assurance applies only to covered metabolic conditions explicitly marked as Money-Back Assurance Eligible in the client's Program Sheet or Care Plan Annexure.

Covered Conditions

• Type 2 Diabetes Mellitus
• Polycystic Ovary Syndrome (PCOS)
• Primary, essential hypertension
• Weight loss, metabolic fat loss
• Non-Alcoholic Fatty Liver Disease, Grade 1 and 2 only

No other disease, condition, symptom cluster, or health objective is covered unless explicitly stated in writing by dLife.

Condition-Specific Outcome Definitions

• Diabetes: improvement or normalization of glycaemic markers and/or medication reduction under physician supervision.
• PCOS: improvement in metabolic or hormonal markers and symptom resolution as defined.
• Hypertension: sustained BP improvement and/or medication de-escalation under medical supervision.
• Weight Loss: measurable reduction in body weight or body fat against baseline.
• Fatty Liver Grade 1 and 2: improvement or resolution of steatosis markers.

Explicit Exclusions

• Type 1 Diabetes
• Secondary or resistant hypertension
• Fatty liver above Grade 2
• Advanced liver disease or cirrhosis
• Alcohol-related liver disease
• Undisclosed or newly diagnosed conditions
• Any condition not listed above

Consultant Responsibilities

• Eligibility assessment and transparent onboarding
• Personalised, realistic care plan creation
• Ongoing monitoring, adherence tracking, and course correction
• Maintaining complete documentation and audit trails
• Escalation to senior mentors or doctors when required
• Ethical delivery within dLife protocols

Failure to follow protocol may render the assurance invalid.

Refund Review Process

• Refund request must be made within 7 days of final review.
• Internal review is completed within 15 business days.
• Approved refunds are processed within 15 business days.
• Third-party costs may be excluded if disclosed upfront.
• Gateway transaction costs will be deducted from the refund amount.

Nature of the Assurance

This is a structured care-delivery assurance, not a blanket medical guarantee. Outcomes depend on eligibility, adherence, environment, and documented execution.

Other Cases Refunds

50% refunds apply before startup documents go out. Once the monitoring group is assigned and startup documents have gone out, no refunds apply.