Refund and Exchange Policy

This Refund & Exchange Policy (“Policy”) forms part of, and should be read together with, the Valyova Terms & Conditions available at valyova.com and linked at checkout. Capitalised terms used but not defined in this Policy shall have the meaning given to them in the Terms and Conditions or the Privacy Policy, as applicable.

1. Purpose

This Policy governs the refund and exchange eligibility for Members of the Valyova Protocol (“Protocol”). It is built on a single governing principle: eligibility tracks where Valyova has genuinely incurred cost on a Member’s behalf, not an arbitrary time window. It is not based on how many days have passed since purchase, but on which of the two clinical milestones a Member has reached.

2. Refund Eligibility

Pre-Collection Cancellation

A Member may cancel and receive a full refund at any time before their Day 0 biomarker sample is collected provided that such cancellation is made within 48 (forty-eight) from the purchase of the Membership.

Physician-Directed Deferral (Tier 3)

Where a Physician Triage following Day 0 biomarker collection results in a Tier 3 (Deferred) classification, Valyova will not dispatch the AM/PM sachets, and will issue a full refund of the Member’s plan fee in accordance with the refund process under Clause 5 below, notwithstanding that biomarker collection and physician review have already been completed and their cost incurred by Valyova.

This is a deliberate exception to the general principle above. Valyova absorbs this cost as a condition of standing behind its physician-supervision claim. A safe deferral resulting in a full refund is treated internally as a successful outcome of the triage process, not a failed transaction.

3. Exchange Eligibility

Damaged or Defective Product on Delivery

Where a Member’s AM/PM sachets arrives visibly damaged, defective, or tampered with, Valyova will provide a like-for-like exchange, not a refund. The conditions for the same are as follows:

• The Member must report the issue within 48 hours of delivery.
• The Member must provide photographic evidence of the damaged product and its packaging at the time of report.
• Valyova will arrange collection of the damaged unit and dispatch of a replacement at no cost to the Member.

4. Explicitly Non-Refundable Circumstances

For clarity, and to avoid ambiguity for Members and support staff alike, the following do NOT qualify for a refund:

• Change of mind after Day 0 biomarker collection, where the Member is classified Tier 1 or Tier 2 (cleared to proceed).
• Non-compliance with the protocol (e.g. missed sachets, skipped weekly check-ins) after dispatch.
• Dissatisfaction with subjective outcomes on or prior to the Member’s Day 90 review.
• Change of preference regarding plan type after Day 0 collection (see Section 6, Plan Upgrades, for the applicable pathway instead).
• Incorrect or insufficient address provided by the customer.
• Non-availability of the recipient at the provided address.
• Refusal to accept the product.
• Delivery to a person or location specified by the customer, other than the customer.
• Events outside our control (force majeure).
• If the product has been tampered with by the customer.

5. Process for Requesting a Refund or Exchange

Members initiate all refund and exchange requests via the Valyova Concierge WhatsApp channel.

No self-serve refund/exchange mechanism exists on the Website or member portal during the Founding Cohort phase.

Concierge verifies eligibility and escalates to the operations/finance owner for processing.

Refunds are issued to the original payment method via the payment gateway, typically within 3 (three) days of approval; the date on which funds actually reflect in a member’s account depends on the member’s own bank or card issuer.

For any further inquiries regarding our refund policy, please contact us at hello@valyova.com.

6. Interaction with Plan Upgrades

Where a Member upgrades or renews their Membership under the options described in FAQ 7 (Upgrades & Renewals) on the Website, it shall not be treated as a cancellation and new purchase and shall not create any additional refund right beyond what is set out in this Policy. You may be eligible to upgrade or renew your Membership under different plans and timelines. The applicable process, and whether preferred member pricing is available to you, is set out in FAQ 7 (Upgrades & Renewals) on the Website, which forms part of these Terms and may be updated by us from time to time.