Money Back Policy
Money Back Policy
Last updated on August 18, 2023
This is Tatvartha Health Private Limited’s (“Traya”) money back policy (“Money Back Policy”) Please read this Monney Back Policy in consonance with our Terms of Service available on the Platform (“Terms”). Words used but defined here shall have the same meaning as ascribed to them under the Terms.
- Eligibility Criteria
- In order to become eligible to claim a refund under this Money Back Policy, you need tomandatorily fulfil and comply with ALL the following requirements:
- A request for a refund must be submitted within 30 (thirty) days following the placement of an order in the 5th or 8th month of the treatment.
- You must have used the complete plan as recommended to you post completion of the hair test on the Platform and have followed all the guidelines, plans, instructions as may be communicated by us to you from time to time.
- Religiously followed the treatment and purchased the complete kits for 5 consecutive months within a period of 6 months (Order number and date of purchases will be used to verify eligibility for the refund).
- Refunds will only be applicable for products purchased exclusively through Traya throughout the duration of the treatment. Product eligibility for refunds will be verified by cross-referencing with previous orders.
- Throughout the course of treatment, customers are required to provide clear, unzoomed, non-oily, and non-flashed scalp images on a monthly basis, from the initiation of the treatment.
- If the results as specified below in the table have not been achieved post the completion of the treatment (i.e. post the expiration of 5 months or 8 months, whichever is applicable based on your treatment plan).
- Kindly refer to the table below for eligibility bifurcation as per type and stage of hair loss.
- Improvement in Hair Texture
- Less Hair Breakage
- Shine
- It is hereby clarified that a user will become eligible to claim a refund under this Money Back Policy ONLY if all the conditions specified above are met and fulfilled.
- Exceptions:
Additionally, you will not be eligible to claim refund under this Money Back Policy if you are suffering or have suffered with any of these pre-existing health conditions listed below or in the event you are diagnosed with these health conditions during the course of the treatment:
- Hashimoto's thyroiditis
- Alopecia Areata
- Folliculitis
- Psoriasis and eczema
- Cancer patients
- Previously undergone transplant
- Tinea capitis
- Trichotillomania
- Lichen plano pilaris (LPP)
- Fungal scalp infection (Ex: Kerion and Favus)
- Scarring alopecia
- Process to claim refund under this Money Back Policy
- Step 1: Write an email to the email address - customercare@traya.health along with your order number latest within a period of 30 (thirty) days after the 5th-month or 8th-month order.
- Step 2: Wait for 4-5 working days for us to check your eligibility to claim a refund and escalate your request to the relevant team for evaluation. During this time period, onceonec we escalate your request to the relevant team for evaluation, a medical practitioner may reach out to you for a consultation and may request you to submit such additional proofs, documentation, information as may be required for such evaluation.
- Step 3: If upon a consultation and further evaluation of the information provided, you are found to be eligible, we will then initiate the refund within a period of 15 (fifteen) working days from the date of receipt of a refund request under this Money Back Policy. The refund shall be credited into the source account from which the money was paid. For Cash on Delivery orders, we will initiate the refund after seeking your bank account details. Such refunds shall be completed based on the time taken by the relevant authorities or the payment gateways.
For male:
| Type & Stage of Hair Loss | *Time to see regrowth / Eligibility period | What they should be expecting in that timeline |
| Male Pattern Hair Loss - Stage 1 | 5 months | Improving the existing quality of hair and such improvement will be determined on the basis of the below factors - Maintenance of hairline. Prevention of further hair loss. |
| Male Pattern Hair Loss (Stage 2,3) & Telogen Effluvium | 5 months | Maintenance of hairline. Prevention of further hair loss. Regrowth on areas of bald patch (if any) |
Male Pattern Hair Loss Stage 4 | 8 months | Regrowth on areas of bald patch. |
| Age 40+ or receding hairline for all stages of hair loss. | 8 months | Maintenance of hairline. |
For female:
| Types and stages of hair | Conditions that are seen in the following stages | What customers should be expecting in this timeline | Time to see regrowth / eligibility period |
| Female pattern Hair Loss Stage -1 | Little or no hair loss > | Quality of hair prevention of further hair loss | 5 - 6 Months (Approx) |
| Female pattern Hair Loss Stage -2 | Further divided in 2 classes | ||
| Category - 1 Mild partition widening > | Class 1-Maintenance of Current scalp condition | ||
| Category - 2 Moderate to severe partition widening with gaps appearing along the sides of the partition > | Class 2-Prevention of further hair loss/middle partition Regrowth starts taking place on affected areas except the front hairline. | 7-9 Months (Approx) | |
| Female pattern Hair Loss Stage -3 | A wider gap is present in your centre hair part, and there's hair loss on either side of your part line. | Maintenance of Current scalp condition Primary objective is to prevent the worsening or further balding. Regrowth happens slowly over years. | 9-12 Months (Approx) |
We would like to emphasize that the customer's feedback and input will be carefully considered and valued, and the assessment of improvements in hair quality will be based on the images uploaded, with Traya's decision regarded as definitive and conclusive.