PRVNT

Refund & Cancellation Policy

1. OVERVIEW

This Refund and Cancellation Policy explains when and how you can cancel your PRVNT membership, what refund or credit you are entitled to in each scenario, and the process for requesting it. It is written in plain language for your convenience but is governed by the PRVNT Terms and Conditions (T&C). Where this document and the T&C conflict, the T&C prevails.

PRVNT is committed to fair and transparent refund practices. We recognise that circumstances change and have designed this policy to balance Member flexibility with the reality that many of our services involve upfront costs that cannot be recovered once incurred.

2. KEY CONCEPTS

2.1 Credit vs Refund

This policy distinguishes between two types of financial remedy:

• Credit: an amount retained in your PRVNT account that can be applied toward renewal, add-on services, or future membership. Credits do not expire during an active membership. If the membership terminates without renewal, credits remain available for ninety (90) days after membership expiry for use toward renewal or re-enrolment, after which they lapse. Credits may also be applied toward add-on purchases during the first thirty (30) days after expiry while the app remains active; after the app deactivates, credits can only be used toward re-enrolment (see Section 24 for details and reminder schedule).

• Refund: an amount returned to your original payment method (bank account, credit card, or UPI). Refunds are processed within fifteen (15) business days of final agreement on the amount.

2.2 Non-Recoverable Costs

Certain costs are incurred on your behalf from the moment your membership begins and cannot be reversed. These are deducted from any refund or credit calculation at their invoiced value (the price attributed to each item in your package or add-on invoice):

• Baseline diagnostic costs (blood panels, DEXA, VO2 Max, imaging, ECG, Holter, etc.) — once the test has been completed.

• Genomics kit and processing costs — once the kit has been dispatched or the sample has been submitted.

• Wearable Device cost — once the device has been dispatched (refundable only if returned unused and unopened).

• Therapeutic services already delivered — including IV infusions administered, PRP sessions completed, or cryotherapy sessions attended.

• Administrative and onboarding setup costs.

2.3 Pro-Rata Calculation

Where a pro-rata refund or credit applies, it is calculated as follows:

Pro-Rata Amount = (Total Fee ÷ 12) × Unused Full Months – Non-Recoverable Costs

Partial months are not refundable. The calculation runs from the first full unused month after the applicable notice period (if any) expires. For Unclassified (à la carte) Members who purchase individual services rather than an annual membership, the refund for an undelivered item is the item price in full (no pro-rata calculation needed). For structured programmes purchased à la carte (e.g., a 12-week Sleep Optimisation programme), the formula uses the programme duration in months instead of 12. For members paying by EMI (instalment plan), a different calculation applies — see Section 20.

3. AT A GLANCE — REFUND SCENARIOS

The table below summarises every refund scenario. Detailed terms for each follow in Sections 4–12.

4. COOLING-OFF PERIOD (FIRST 7 DAYS)

When it applies: Within seven (7) calendar days of your enrolment confirmation date.

What you get: A full refund of all fees paid, minus the invoiced value of any diagnostics already completed, any therapeutic services already delivered (including IV infusions), any Wearable Device already dispatched, and any genomics kits already processed or dispatched. The invoiced value is the price attributed to each item in the Member’s package or add-on invoice, not PRVNT’s internal procurement cost.

How to cancel: Send a written cancellation request to [cancellation email — to be confirmed] stating your full name, membership ID, and that you wish to cancel under the cooling-off period.

Device return: If you are claiming a refund for a Wearable Device, the device must be returned in unused, unopened condition. PRVNT will arrange collection or provide a return address.

Timeline: Refund processed within fifteen (15) business days via your original payment method.

This is your strongest consumer protection right. No reason is required. For Members in the EU and UK, healthcare services may be excluded from the EU Consumer Rights Directive (2011/83/EU, Article 3(3)(b)); PRVNT nevertheless offers this cooling-off period as an irrevocable contractual right to all Members regardless of jurisdiction. Where any applicable consumer protection law in the Member’s jurisdiction provides a longer cooling-off period (e.g., fourteen days), the longer statutory period applies. For Members in India, PRVNT offers this cooling-off period as an irrevocable contractual right that cannot be removed by future amendments to this Policy or the T&C. Unlike post-cooling-off scenarios, administrative and onboarding setup costs are not deducted during the cooling-off period — only the invoiced value of services actually delivered or products actually dispatched is deducted.

5. MEMBER CANCELLATION AFTER COOLING-OFF

When it applies: Any time after the 7-day cooling-off period has expired.

Notice required: Thirty (30) days’ written notice to [cancellation email — to be confirmed].

What you get: As a general rule, membership fees are non-refundable after the cooling-off period. This applies regardless of whether diagnostics or assessments have been completed — the non-refundability arises from the expiry of the cooling-off period, not from the delivery of specific services. However, PRVNT may at its sole discretion offer a pro-rata credit in exceptional circumstances, calculated using the formula in Section 2.3. The non-recoverable costs deducted from any such credit will reflect only the services actually delivered.

Important: If you are cancelling because of something PRVNT did (material change, service failure, or physician substitution), see Sections 6, 7, or 8 instead — those give you a right to a credit or refund, not just discretionary consideration.

Instalment plans: If you are paying by instalments, you remain liable for all instalments due up to the effective date of cancellation (30 days after your notice). If you paid in a lump sum, no additional amounts are due.

6. CANCELLATION DUE TO MATERIAL SERVICE CHANGE

When it applies: PRVNT makes a material change to your programme that diminishes its core value — for example, removing a diagnostic category, discontinuing a treatment programme you are enrolled in, or significantly changing the service delivery model.

What you get: A pro-rata credit for unused full months, minus non-recoverable costs. This is an express right, not discretionary.

Notice required: None — you may terminate upon receiving notification of the material change.

What is NOT a material change: Minor panel variations where the overall diagnostic scope remains substantially equivalent (Section 3.7 of T&C), lab partner changes that don’t reduce scope (Section 3.12), or fee changes for the renewal term (which you can decline by not renewing).

7. PRVNT SERVICE FAILURE

When it applies: PRVNT is unable to deliver a material component of your programme for more than thirty (30) continuous days due to PRVNT-attributable reasons (not force majeure, not your own non-attendance).

What you get: A pro-rata refund of the unused portion of your Membership Period from the date PRVNT receives your written termination notice, adjusted for non-recoverable costs already incurred. Unlike the standard pro-rata formula in Section 2.3 (which counts from the next full unused month), service failure refunds are calculated from the actual date of the termination notice, including the partial month in which termination occurs. This is a refund to your original payment method, not a credit. For members paying by EMI, the refund calculation follows Section 20 — note that for early EMI cancellations, the cash refund may be zero if the value of services consumed exceeds the amount paid to date, with the member’s benefit being the cancellation of remaining EMIs.

Notice required: You may terminate by written notice with immediate effect. The standard 30-day notice period in Section 35.1 is waived for this scenario.

Timeline: Refund processed within fifteen (15) business days of confirmed receipt of your termination notice.

Examples: Your physician resigns and PRVNT cannot assign a replacement for 30+ days; a key diagnostic partner fails and PRVNT cannot deliver your scheduled assessments for 30+ days; PRVNT’s platform is unavailable for 30+ consecutive days.

8. PHYSICIAN SUBSTITUTION

When it applies: Your assigned physician becomes unavailable (resignation, illness, sabbatical, regulatory action) and is replaced by a substitute.

What you get: If you are unsatisfied with the substitute physician after two (2) consultations, you may terminate with a pro-rata credit for unused full months, minus non-recoverable costs. This is an express right.

Notice required: Written notice after the second consultation with the substitute.

Note: Temporary coverage during short leave periods (Section 16.5 of the T&C) does not trigger this right — it applies only to permanent or extended physician replacement.

9. TERMINATION BY PRVNT (FOR CAUSE)

When it applies: PRVNT terminates your membership for breach of the T&C, including abusive or threatening behaviour toward the Care Team, providing materially false health information, non-payment for sixty (60) days after written notice, fraudulent activity, or conduct that endangers clinical safety.

No refund of the membership fee. No credit. Termination is immediate. However, if the Member has separately purchased and prepaid for add-on services that have not yet been delivered (e.g., unused prepaid IV sessions, undelivered supplements), the value of the undelivered add-ons is refunded to the original payment method, as these represent separately purchased items for which PRVNT has not incurred the delivery cost. This add-on refund is net of any amounts the Member owes PRVNT under the set-off provisions of the T&C.

Your obligations: If paying by instalments, the Member remains liable for the shortfall between the value of services consumed (i.e., the monthly rate multiplied by the number of months used, plus Non-Recoverable Costs) and the amount already paid, if the value consumed exceeds the amount paid. Remaining EMIs beyond the consumed period are cancelled. The Member is not liable for EMIs covering months of service they will not receive. If the amount already paid exceeds the value consumed, the overpayment is forfeited as a consequence of the for-cause termination and is not refundable. PRVNT may set off any amounts owed against any amounts PRVNT would otherwise owe you.

10. DEATH OF MEMBER

When it applies: Upon receipt of a death certificate and proof of legal authority from the Member’s estate or next of kin.

What the estate gets: A pro-rata refund for unused full months, minus non-recoverable costs. Refund paid to the estate. For members who were paying by EMI, the refund calculation follows Section 20, and remaining EMIs are cancelled. Where the deceased’s bank account is frozen, the refund is paid to the estate by cheque or bank transfer to a nominated estate account.

Outstanding obligations: Any outstanding payment obligations of the deceased are payable by the estate. PRVNT may set off the refund amount against outstanding dues.

Health records: The estate may request a copy of the deceased Member’s health records, subject to applicable law and the data export provisions in Section 24.4 of the T&C.

11. FORCE MAJEURE

When it applies: A force majeure event (including a public health emergency, natural disaster, government order, or war) continues for more than ninety (90) consecutive days and either party terminates.

What you get: A pro-rata refund for the unused portion of the Membership Period, minus non-recoverable costs. This is a refund to your original payment method. For members paying by EMI, the refund calculation follows Section 20.

Notice required: Written notice by either party.

12. DEPENDENT MEMBER CANCELLATION

When it applies: A Dependent Member’s membership is cancelled by the Dependent Member, the primary Member, or terminated by PRVNT for cause.

What the primary Member gets: Fees paid for unused full months of the Dependent Member’s period are issued as a pro-rata credit to the primary Member’s PRVNT account, minus non-recoverable costs attributable to the Dependent Member.

For-cause termination: If PRVNT terminates the Dependent Member for cause, no refund is given.

Notice required: Thirty (30) days’ written notice for Member-initiated cancellation.

Impact on primary: Termination of a Dependent Member does not affect the primary Member’s own membership unless the primary Member is also in breach.

13. UNCLASSIFIED (À LA CARTE) MEMBERS

Unclassified Members purchase individual services rather than an annual membership. The refund rules apply differently:

• Cooling-off: applies on a per-item or per-programme basis. The 7-day period runs from the date of the purchase confirmation email for each item (not the membership enrolment confirmation date, which applies only to annual memberships).

• Completed services: non-refundable once delivered (an IV administered, a diagnostic completed, a consultation attended).

• Programmes: if you purchase a structured treatment programme (à la carte), the programme-specific cancellation terms (set out in the programme purchase confirmation provided at the time of purchase) apply for the duration of that programme. Where no programme-specific terms exist, the standard pro-rata formula in Section 2.3 applies using the programme duration in months.

• Unused items: if you have paid for a service that has not yet been delivered or scheduled, you may request a refund within the cooling-off period for that item. After the cooling-off period, undelivered items may still be cancelled before delivery for a full refund of the item fee (see Section 14).

14. ADD-ON SERVICES

Add-on services purchased through the app (IV therapies, extra appointments, supplements, wellness sessions) are billed separately from the annual membership fee and are subject to the following refund rules:

• Non-refundable once delivered or dispatched.

• If an add-on is approved and paid for but not yet delivered, you may cancel before delivery for a full refund of the add-on fee.

• If the entire membership is cancelled under the cooling-off period (Section 4), any add-ons purchased during that period are automatically included in the membership cancellation refund — the member does not need to separately claim each add-on. After the cooling-off period, non-refundable-once-delivered rule.

15. RENEWAL AND NON-RENEWAL

Your membership does not auto-renew. Renewal requires your affirmative written confirmation and payment. If you choose not to renew:

• No refund is due for the current Membership Period (which you have already used or are using).

• Your membership ends at the expiry of the current period.

• Your app access transitions to read-only for thirty (30) days, then deactivates.

• You may request a data export within this period.

If you decline to provide fresh data processing consent at renewal (required under the DPDPA, 2023), the renewal does not proceed, the membership lapses, and no refund is payable for the lapsed period.

16. HOW TO REQUEST A CANCELLATION OR REFUND

Step 1: Submit Your Request

Send a written request to [cancellation email — to be confirmed] with:

• Your full name and membership ID.

• The reason for cancellation (this helps us apply the correct scenario but is not required for cooling-off cancellations).

• Whether you are aware of a specific scenario that applies (e.g., cooling-off, service failure, material change). Note: the applicable scenario determines whether you receive a refund or a credit — this is not a matter of preference. PRVNT will apply the correct scenario based on the facts.

Step 2: Acknowledgement

PRVNT will acknowledge your request within three (3) business days.

Step 3: Refund Calculation

PRVNT will provide a detailed refund calculation within ten (10) business days of acknowledgement, showing: the scenario applied, the pro-rata calculation (if applicable), non-recoverable cost deductions, and the net amount.

Step 4: Review and Agreement

You review the calculation. If you agree, confirm in writing. If you dispute the calculation, you may escalate through the grievance procedure (Section 31 of the T&C). PRVNT will not process a refund until both parties agree on the amount, unless a regulatory body or court orders otherwise. Exception: for cooling-off cancellations (Section 4), if the Member does not respond to the refund calculation within five (5) business days, PRVNT will process the refund at the calculated amount automatically, as the cooling-off right is unconditional.

Step 5: Payment

Approved refunds are processed within fifteen (15) business days of final agreement. Refunds are returned to the original payment method. Credits are applied to your PRVNT account.

Withdrawing a cancellation request: You may withdraw your cancellation request at any time before the effective date of cancellation (i.e., before the 30-day notice period expires, or before the refund is processed for scenarios with no notice period) by sending a written withdrawal to the same email address. Your membership continues as if the request had not been made. Withdrawal is not available once the refund or credit has been processed and applied. For cooling-off cancellations, withdrawal is available until the refund is processed (up to fifteen business days after the auto-processing date under Step 4 above).

17. WHAT YOU CANNOT CLAIM A REFUND FOR

To set clear expectations, the following are never refundable:

• Consultations already attended (physician or Health Coach).

• Diagnostics already completed (blood drawn, scan performed, results delivered).

• Therapeutics already administered (IV infused, injection given, session attended).

• Genomics kits already dispatched or samples already submitted for processing.

• Wearable Devices already dispatched and opened/used.

• Missed appointments (No-Shows) — these are consumed, not refundable (Section 7.2 of the T&C). Your first No-Show per year is rescheduled at no cost; subsequent No-Shows are consumed.

• Membership fees for periods during which services were available and offered to you but you chose not to use them. For the avoidance of doubt, the discretionary credit that PRVNT may offer under Section 5 is a goodwill gesture, not a refund — it is applied to your PRVNT account for future use, not returned to your bank. The "never refundable" rule in this section means no cash refund is owed for unused-but-available periods.

• Periods during which your membership was active but you did not engage with your Care Team.

18. DISPUTES AND ESCALATION

If you disagree with PRVNT’s refund calculation or the scenario applied to your cancellation:

• First: raise the issue with the Grievance Officer by email at [grievance@prvnt.in — to be confirmed]. PRVNT will acknowledge within four (4) hours during business hours.

• Second: if the Grievance Officer’s response does not resolve the issue, escalate to PRVNT senior management at [escalation email — to be confirmed].

• Third: your right to approach the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, is absolute and unconditional at any stage (Section 37.1 of the T&C). You do not need to exhaust PRVNT’s internal grievance process before approaching the consumer forum.

PRVNT will cooperate with any consumer forum proceedings and comply with orders made by a competent authority.

19. GST TREATMENT ON REFUNDS

All PRVNT membership fees and add-on service fees are inclusive of Goods and Services Tax (GST) at the applicable rate. When a refund is issued under any scenario in this Policy, the refund amount includes the GST component — PRVNT issues a credit note under GST law and returns the full GST-inclusive amount to the Member. The Member does not need to separately claim the GST portion.

For pro-rata refunds: the pro-rata calculation is performed on the GST-inclusive total fee. Non-recoverable cost deductions are also GST-inclusive. The net refund amount therefore automatically includes the correct GST treatment.

For Members outside India who are subject to different tax regimes, the refund includes any applicable sales tax or VAT that was charged at the point of payment, subject to the tax authority’s rules in the Member’s jurisdiction.

20. EMI AND INSTALMENT PAYMENT REFUNDS

If you paid your membership fee through an EMI (Equated Monthly Instalment) plan via Razorpay, Cashfree, or a bank-issued EMI arrangement, refunds are handled as follows:

• Remaining EMIs: upon approval of a refund or cancellation, PRVNT instructs the payment gateway to cancel all remaining unpaid EMI instalments. You are not liable for EMIs that fall due after the effective date of cancellation, except in the case of for-cause termination (Section 9), where you remain liable for EMIs covering the period of services consumed.

• Refund of paid EMIs: the refund amount is calculated as: Amount Paid minus Value Consumed (where Value Consumed = monthly rate × months used + Non-Recoverable Costs). All figures in this calculation are GST-inclusive, consistent with Section 19. If the value consumed exceeds the amount paid — which is common for early EMI cancellations since Non-Recoverable Costs are front-loaded — the cash refund is zero and the member’s financial benefit is the cancellation of remaining EMIs. If the amount paid exceeds the value consumed, the difference is refunded.

• EMI interest and processing fees: interest charged by your bank or the EMI provider on instalments already paid is between you and your bank. PRVNT does not refund bank-imposed interest or EMI processing fees, as these are third-party charges over which PRVNT has no control. If you believe you have been charged interest on cancelled EMIs, contact your bank directly.

• Refund method: the refund is credited to the bank account or card from which EMI payments were debited. PRVNT coordinates with the payment gateway to process this. If the original payment method is no longer active, PRVNT will request an alternative account via the Grievance Officer.

For clarity, the total financial benefit of an EMI cancellation includes both the cash refund (if any) AND the cancellation of all remaining unpaid EMIs. Worked example: total fee ₹3,00,000 in 12 EMIs of ₹25,000. Member cancels after 4 months (paid ₹1,00,000). Non-Recoverable Costs: ₹60,000 (diagnostics ₹30,000, wearable ₹15,000, genomics ₹15,000). Value consumed: 4 months × ₹25,000 + ₹60,000 = ₹1,60,000. Amount paid: ₹1,00,000. Since consumed (₹1,60,000) exceeds paid (₹1,00,000), the cash refund is ₹0 — but the remaining 8 EMIs (₹2,00,000) are cancelled. PRVNT absorbs the ₹60,000 shortfall. The member’s total financial benefit: ₹2,00,000 in cancelled future obligations.

21. CURRENCY AND INTERNATIONAL REFUNDS

For Members enrolled through PRVNT’s India operations who paid in Indian Rupees (INR), all refunds are processed in INR.

For Members enrolled through PRVNT’s international operations (United States, European Union, United Kingdom) who paid in a foreign currency (USD, EUR, GBP), refunds are processed in the same currency in which the original payment was made. The refund amount is calculated in the original payment currency — no currency conversion is applied by PRVNT. Any exchange rate differences between the date of payment and the date of refund are borne by the Member’s bank and are outside PRVNT’s control.

If the original payment method was in a different currency than the Member’s current bank account (for example, the Member has relocated since enrolment), the Member may request the refund to an alternative account in the original currency, or accept a conversion at the Member’s bank’s prevailing exchange rate.

22. MEMBERSHIP PAUSE, FREEZE, AND TRANSFER

PRVNT does not currently offer a membership pause or freeze option. Your membership runs continuously for the twelve (12) month Membership Period from the date of activation. If you are unable to engage with your programme for an extended period (due to travel, illness, pregnancy, or other circumstances), the following options are available:

• Continue your membership: your Care Team can adjust your programme to accommodate your circumstances (for example, shifting to telemedicine-only consultations during travel, or pausing fitness programmes during illness while continuing nutrition coaching). Contact your Health Coach to discuss adjustments.

• Cancel and re-enrol later: you may cancel under Section 5 of this Policy (30-day notice, standard refund rules apply) and re-enrol when your circumstances change. If you re-enrol within ninety (90) days, PRVNT may waive the repeat baseline diagnostics at its discretion (Section 8.6 of the T&C). If the gap exceeds ninety days, a fresh onboarding cycle is required.

Membership transfer: PRVNT memberships are personal and non-transferable. You cannot assign, sell, or transfer your membership to another individual. This is because your programme is clinically personalised — your package, Blueprint, diagnostics, and therapeutic protocols are built for your specific health profile and cannot be applied to another person.

23. CHARGEBACKS AND BANK DISPUTES

If you have a refund claim, PRVNT strongly encourages you to use the refund process described in Section 16 of this Policy rather than filing a chargeback or payment dispute with your bank or credit card issuer. PRVNT’s internal process is designed to resolve refund claims within twenty-eight (28) business days (3 days acknowledgement + 10 days calculation + 15 days payment), which is typically faster than a bank dispute process.

If you file a chargeback with your bank: (a) PRVNT will be notified by the payment gateway and may contest the chargeback if it believes the charge was valid under this Policy; (b) your PRVNT account may be suspended pending resolution of the dispute to prevent further charges and protect both parties; (c) clinical services may be paused during the suspension, but your health records remain accessible and your Care Team will ensure clinical safety is not compromised; and (d) if the chargeback is resolved in your favour, PRVNT will treat it as a refund under the applicable scenario in this Policy. If the chargeback is resolved in PRVNT’s favour, your account is reactivated and normal service resumes.

Filing a chargeback does not affect your right to approach the Consumer Disputes Redressal Commission or to use PRVNT’s grievance process. During a chargeback suspension, the non-payment termination clock under Section 9 (sixty days after written notice) is paused until the chargeback dispute is resolved by the payment gateway or bank. For the avoidance of doubt, service suspension resulting from a member-initiated chargeback is not a PRVNT-attributable service failure under Section 7 — the member cannot claim a service failure refund for a suspension they triggered by filing a chargeback.

24. ADDITIONAL REFUND RULES

Unused add-ons at membership end: If you purchased add-on services (e.g., a 4-pack of IV sessions) and have unused sessions remaining when your membership ends without renewal, the unused sessions lapse thirty (30) days after membership expiry. During the 30-day wind-down period, you may use remaining prepaid add-on sessions by contacting your Care Team directly (by email or phone) to schedule them, even though your app is in read-only mode and your membership has ended. Your Care Team will manually arrange the scheduling. After the 30-day period, unused add-on sessions are forfeited and are not refundable. If you cancel your membership (as opposed to letting it expire), unused add-ons are treated as part of the overall refund calculation under the applicable scenario.

Time limit to claim a refund: Refund requests must be submitted within twelve (12) months of the event giving rise to the claim, in accordance with Section 32.1 of the T&C. For cooling-off cancellations, the request must be made within the 7-day period. For other scenarios, the 12-month clock starts from the date of the triggering event (e.g., the date of the material service change, the date of the 30th day of service failure, or the date of the physician substitution notification). Claims submitted after the 12-month period may be declined.

Cooling-off start date: The cooling-off period of seven (7) calendar days begins on the date PRVNT sends the enrolment confirmation email to the email address you provided at sign-up. This is the date and timestamp of the confirmation email, regardless of when you first open the email, activate the app, or attend your first appointment. If you are unsure of your enrolment confirmation date, contact the Grievance Officer.

Credit expiry: All credits issued under this Policy (whether under Sections 5, 6, 8, 12, or any other provision) remain in your PRVNT account for the duration of your membership and for ninety (90) days after membership expiry. During this 90-day window, credits may be applied toward renewal or re-enrolment. Add-on purchases using credits are available only during the first thirty (30) days while the app remains active (consistent with Section 2.1). If you do not renew or use the credit within ninety (90) days of membership expiry, the credit lapses and is not recoverable. PRVNT will send a reminder at thirty (30) days and seven (7) days before credit expiry. Since the PRVNT app deactivates thirty (30) days after membership expiry (Section 15), credits in the 31–90 day window can be applied toward re-enrolment by contacting the Grievance Officer by email.

Multiple payment methods: If you made your membership payment using more than one payment method (e.g., part UPI and part credit card, or two different cards), the refund is returned to each method in proportion to the amount originally paid through that method. If a payment method is no longer active (card expired, bank account closed), notify the Grievance Officer and PRVNT will arrange an alternative refund method, which may require additional identity verification.

Service shortfall at year-end: If PRVNT’s records show that fewer consultations, coaching sessions, or scheduled services were offered to you than your package entitles you to (not due to your own No-Shows or cancellations, but because PRVNT did not make the sessions available), you are entitled to request a pro-rata credit for the shortfall at renewal or, if you are not renewing, a pro-rata refund. A shortfall exists where PRVNT delivered less than eighty percent (80%) of the entitled sessions for any service category in your package (e.g., fewer than 10 of 12 physician consultations, or fewer than 20 of 24 coaching sessions). Variations of up to twenty percent (20%) are within the “commercially reasonable efforts” standard in Section 17.1 of the T&C and do not trigger this provision. This provision does not apply to Privilege Members with unlimited consultation access (Section 4.3 of the T&C), as there is no finite session entitlement to measure against. This provision does not apply where sessions were available but you chose not to book or attend them. The shortfall credit or refund is calculated by PRVNT as follows: the total package fee (minus Non-Recoverable Costs) is divided by the total number of entitled sessions across all service categories to derive a per-session value; the credit or refund equals the per-session value multiplied by the number of undelivered sessions. For example, if your package entitles you to 12 physician consultations and PRVNT offered only 8 (67%, below the 80% threshold), PRVNT calculates the per-session value and credits or refunds you for the 4 undelivered sessions. If PRVNT offered 10 of 12 (83%, above 80%), no shortfall claim arises. This is an express right, not discretionary.

25. CONTACT

Cancellation requests: billings@letsprvnt.com

Refund queries: billings@letsprvnt.com

Grievance Officer: billings@letsprvnt.com

Escalation: billings@letsprvnt.com

Address: PRVNT Clinics & Diagnostics Pvt Ltd