1. Subscription Services

SugarSight may offer monthly, quarterly, annual, or other recurring subscription plans for access to premium features, personalized insights, caregiver services, teleconsultation support, analytics, or related diabetes management support services.

Subscriptions automatically renew at the end of each billing cycle unless canceled before the renewal date.

Users can manage or cancel subscriptions anytime through:

o   Apple App Store subscriptions settings

o   Google Play subscriptions settings

o   Or by contacting our support team

Cancellation of a subscription prevents future billing but does not automatically generate a refund for already processed payments.

2. Refund Eligibility

As SugarSight primarily provides digital services and software-based access, refunds are generally not provided once:

o   A subscription has been activated

o   Premium features have been accessed

o   Services have been used

o   Digital content or consultations have been delivered

However, refunds may be considered in exceptional situations including:

o   Duplicate payment or accidental multiple charges

o   Technical issues preventing access to the service

o   Incorrect billing due to system error

o   Unauthorized transaction verified by the payment provider

o   Failure of subscription activation after successful payment

Refund requests are reviewed on a case-by-case basis.

3. Apple App Store Subscriptions

For subscriptions purchased through Apple App Store:

o   Payments are processed directly by Apple.

o   VTPL/SugarSight does not control Apple billing systems.

o   Refunds for App Store purchases are subject to Apple’s policies and approval process.

Users can request refunds directly from Apple using the following link:

https://reportaproblem.apple.com/

For more information regarding Apple subscription billing, users may refer to Apple Support.

4. Google Play Store Subscriptions

For subscriptions purchased through Google Play Store:

o   Payments are processed by Google.

o   Refund eligibility is governed by Google Play policies.

o   Users may request refunds through their Google Play account.

More information is available through Google Play Help.

5. Cancellation Policy

Users may cancel recurring subscriptions at any time.

Upon cancellation:

o   Access to premium services will continue until the current billing period ends.

o   No further automatic renewal charges will occur.

o   Partial refunds for unused subscription periods are generally not provided unless required by applicable law.

Deleting the app does not automatically cancel an active subscription.

6. Trial Offers

If a free trial or promotional period is offered:

o   Users must cancel before the trial period ends to avoid automatic billing.

o   Failure to cancel before the renewal date may result in automatic subscription charges.

Trial eligibility may vary based on region, user history, or promotional campaigns.

7. Hardware & Device Orders

If VTPL/SugarSight offers hardware products, accessories, sensors, or related devices:

o   Damaged or defective products must be reported within 7 days of delivery.

o   Products must be unused and returned in original packaging where applicable.

o   Refunds or replacements are subject to inspection and verification.

Shipping charges may be non-refundable unless the issue was caused by VTPL.

8. Processing Time

Approved refunds are typically processed within 7–14 business days depending on:

o   Payment provider

o   Banking institution

o   App marketplace processing timelines

o   Regional regulations

Actual credit timelines may vary.

9. Non-Refundable Situations

Refunds may not be provided in the following cases:

o   Change of mind after purchase

o   Partial usage of subscription services

o   Failure to cancel before renewal

o   Internet/device compatibility issues outside VTPL control

o   Violation of Terms of Use

o   Inactivity or non-usage of services

o   The App fee services will be charged at 500.00 INR (Rupees Five Hundred only) per month per user. This payment will be done through a recognized payment gateway portal. 

 Consultation & Service Refunds

1.     For teleconsultation, coaching, diet planning, or healthcare-support services:

§  Missed appointments without prior notice may not qualify for refunds.

§  Rescheduling may be allowed subject to availability.

§  Refunds for service-related issues are evaluated individually.

VTPL reserves the right to deny refund requests in cases of misuse, abuse, or violation of platform terms.

Free Trial Policy 

§  Free Trial Period: New users may be eligible for a one-time, three-month free trial of our premium features. During the trial period, you will have full access to all premium features at no cost. Payment information needs to be verified before the free trial period begins. Please note that a payment of 1.00 Re (Rupee one only) through Razorpay will be deducted temporarily for verifying the payment information. This amount will be refunded back to the original payment method.  

§  Liability: VTPL shall not be liable in any manner whatsoever, if incorrect or inaccurate details (including those concerning credit or debit card(s)) are provided by you for making the payment or if you use a credit or debit card which is not lawfully owned by you or if you permit a third party to use your password or any other means of accessing your bank account or credit card or debit card. Please note that neither VTPL nor the payment aggregator will be monitoring your use of any payment channel and you are required to use the payment modes at your sole option and risks. 

§  VTPL shall not be liable for the rejection of any authorization request placed by you for payment , by any bank, payment gateway, payment aggregator, or other relevant third party, for any reason including but not limited to risk management, suspicion of fraudulent, illegal or doubtful transactions, use of blacklisted/banned cards or pursuant to applicable laws, rules or regulations or any instructions from (or contained in) any guidelines or instructions by the Reserve Bank of India or any internal policies, etc., of such bank, payment gateway or other relevant third party. 

§  Automatic Conversion: Unless you cancel your subscription before the end of the three-month trial period, your trial will automatically convert to a paid subscription, and you will be charged the standard subscription fee for the next billing cycle. 

§  Free Trial Includes: Please note that the free trial period only applies to the App usage. This free trial does not include the Third-Party Product that works with the app. If you wish to use the Third-Party Products you will have to purchase it separately. The free trial period also does not cover the cost of doctor/nutritionist appointments. You will have to pay the fee separately in order to book an appointment.  

§  Cancellation During Trial: You can cancel your subscription at any time during the free trial without any charge. To cancel, please follow the instructions provided in your App’s subscription settings.  

§  Continuation of Free Trial: If you have cancelled your subscription before the end of the free trial, you may rejoin the app and avail the remaining duration of the free trial.  

2.     Paid in-app consultation services 

This policy applies to paid services, such as video consultations with healthcare professionals. 

§  Consultation charge: The charge per consultation is set by the healthcare professional (doctor/nutritionist/dietician). VTPL is not responsible for the consultation charges. 

§  Follow up consultation: If the doctor consultation is within a month of the previous consultation, the consultation rates are as follows:  

§  Within 2 days of the previous consultation: Free follow up consultation for a quick follow up (a  maximum time of 5 minutes) 

§  Within 15 days of the previous consultation: 50% discount on the consultation charges 

§  Within 16-30 days of the previous consultation: 25% discount on the consultation charges 

Note: VTPL is not responsible for the consultation rates of the healthcare professionals. The offer mentioned above applies to whatever rate is set by the consulting doctor/dietician/nutritionist.  

§  Cancellation: You may cancel a scheduled consultation up to 24 hours before the appointment time to receive a full refund. Cancellations made less than 24 hours in advance will not be eligible for a refund. 

§  Rescheduling: You can reschedule an appointment at no additional cost up to 24 hours before the scheduled time.  

§  You can reschedule an appointment between 6 to 24 hours before the scheduled time at an additional fee of 100.00 INR (rupees Hundred only) 

§  No-Show: If you do not join the video consultation at the scheduled time, it will be considered a no-show, and you will not be eligible for a refund. 

§  Refund Process: Refunds will be processed to the original payment method within 5-7 business days of the cancellation. 

This policy applies to recurring app subscriptions for premium features. 

§  Cancellation: You can cancel your subscription at any time. Cancellation will take effect at the end of your current billing cycle. You will not be charged for the next billing period. 

§  Refunds: We do not offer refunds for any portion of the current subscription period. Your access to premium features will continue until the end of the billing cycle in which you cancelled. 

§  Delay in refunds: To the extent permitted by applicable law, VTPL will not be liable for any delay caused in refunds due to delay by third-party affiliates (including banks), technical issues, and other reasons beyond its control. 

§  Payment Failure: If your recurring payment fails, we will attempt to notify you and retry the payment for a limited period. If the payment is not successful, your access to premium features will be suspended until payment is received. 

§  Your payment privacy shall be governed by The Payment and Settlement Systems (PSS) Act, 2007 and any data provided by you will be stored in the server within the jurisdiction of India as per the rules/regulations/notifications issued by the Reserve Bank of India. The confidentiality of your payment information and activity shall be securely stored with appropriate industry leading encryption.  

§  The goods/services delivered shall be as per the Shipping, Delivery, Cancellation and Return of Third-party Products for the Third-Party Products. 

§  These terms and conditions constitute the entire agreement between VTPL and you regarding the payment for goods/services provided. 

§  Any disputes arising in this policy shall be construed, interpreted and governed by the laws of India and shall be subject to the jurisdiction of the Courts in Bengaluru. 

10. Contact Us

For billing, cancellation, or refund-related support, users may contact:

VTPL / SugarSight Support Team

Email: support@vtpl.tech Website: https://vtpl.tech

Please include:

o   Registered email address

o   Transaction ID

o   Platform used (Apple/Google/Web)

o   Description of the issue

Our support team will review requests and respond within a reasonable timeframe.