Introduction and scope

This Refund and Returns Policy applies to Aaram Care and Gutsy by Aaram Care ("Aaram Care", "we", "us"), including PHYFA Academy. It covers everything booked or bought through aaramcare.com, WhatsApp, phone, or in person at our clinic in Sarabha Nagar, Ludhiana.

We offer physiotherapy, home-based recovery and wellness programs, gut health and nutrition services, mind-body wellness, educational courses, and food and wellness products. Because these differ in nature, each has its own rules below.

By booking a service or paying for a product, you agree to this policy. Last updated 23 October 2026.

Policy at a glance

The table gives the short version. The sections after it carry the full terms, and those terms apply if anything differs.

What you bought	Cancel or return by	What you get
Single session (clinic or home visit)	24 hours before the appointment	Full refund or free reschedule
Recovery or wellness program / session package	Within 7 days of purchase and before the first session	Full refund; after that, a pro-rata refund of unused sessions
Diet or nutrition consultation	24 hours before the appointment	Full refund or free reschedule
Gut microbiome test kit	7 days from delivery, kit unopened	Full refund; no refund once a sample is collected
Fresh food (smoothies, salads)	Not returnable	Replacement or refund if wrong, spoiled or damaged; report within 2 hours
Sealed items (fermented foods, sauerkraut, packaged goods)	24 hours from delivery	Replacement or refund if damaged, leaking, spoiled or wrong
PHYFA Academy course or workshop	7 days before the start date	Full refund less a 5% processing fee
Recorded or digital content	Not returnable once access is given	Refund only for a failed or duplicate payment

Clinical services: physiotherapy, home visits and mind-body wellness

This section covers single appointments for physiotherapy, osteopathy-based care, home visits and mind-body wellness sessions.

Cancelling or rescheduling by you

• Cancel or reschedule at least 24 hours before your appointment for a full refund or a free change of slot.
• Cancel with less than 24 hours' notice and we will reschedule once at no charge, but the fee is not refunded.
• If you do not attend and do not tell us (no-show), the session is treated as delivered and is not refundable.
• Notice is counted from the time you message or call us on WhatsApp, phone or email, not from when you decide.

Cancelling or rescheduling by us

• If we cancel or cannot attend (for example, therapist illness or an emergency), we will offer a new slot or a full refund, whichever you prefer.
• For home visits, if we cannot reach you because of weather or access problems on our side, no charge applies.
• If you are not available at the visit address at the booked time, the visit may be charged in full.

After a session has started

• A session that has been delivered, including assessment and treatment, is not refundable because the service has been used.
• If you stop a session because you feel it is unsuitable, tell the therapist. We will review the case and may credit the unused part at our discretion.
• If you are unhappy with the quality of care, write to us within 7 days. We will review it and, where the complaint is justified, offer a repeat session or a partial refund.

Home visit travel charges

Any travel or visit charge quoted at booking is refunded only where the visit itself is refunded under this section.

Recovery and wellness programs and session packages

Programs such as the Pain Recovery, Strength & Mobility, Senior Wellness, Sports Recovery, Lifestyle Wellness and Preventive Health Programs are paid in advance as a package. Each package has a validity period, which we state at the time of purchase.

• Within 7 days, before the first session: full refund of the amount paid.
• After the first session: you receive a refund for unused sessions, calculated as the amount paid minus the sessions used at the standard single-session rate, minus any discount you received for buying the package.
• Refund request after 30 days from purchase, or after the validity period ends: the package is considered used or expired and is not refundable.
• Pausing a program: if you need a break for medical, travel or family reasons, tell us. We can extend the validity once by up to 30 days.
• Changing a program: you can move unused sessions to another service of equal or lower value. A higher-value service needs the difference paid.
• Transfers: packages are personal to the buyer and cannot be transferred or exchanged for cash, except to an immediate family member with our written approval.

If your therapist advises that the program is no longer suitable for you after the assessment, we will refund the unused portion in full.

Diet, nutrition and gut health services

Consultations and meal plans

• Cancel or reschedule a consultation at least 24 hours ahead for a full refund or a free change of slot.
• Once the consultation has taken place, the fee is not refundable.
• A personalised meal plan or nutrition guidance, once prepared and shared with you, is a delivered service and is not refundable. We will gladly revise it once within 14 days if it does not suit your routine or dietary needs.
• Results depend on following the plan and on individual health factors, so we cannot refund because an outcome did not match your expectation.

Gut Microbiome Test

• You may cancel and receive a full refund within 7 days of delivery, provided the kit is unopened and unused.
• Once a sample has been collected, sealed or sent to the laboratory, the test cannot be refunded, because processing has started.
• If a kit arrives damaged, incomplete or wrong, tell us within 48 hours with photos. We will replace it or refund you in full.
• If the laboratory cannot process your sample (for example, an insufficient or contaminated sample), we will send a replacement kit once at no charge.
• Reports and the follow-up consultation are delivered services and are not refundable once shared.

Food and physical products

This section covers fresh smoothies and salads, sauerkraut and other fermented foods and drinks, and any other wellness products we sell. Food is perishable and consumed by the buyer, so we cannot accept returns for hygiene and safety reasons.

When we will replace or refund

• The item is spoiled, contaminated, leaking, damaged or past its date.
• You received the wrong item or the wrong quantity.
• An item is missing from your order.

How to report a problem

• Fresh smoothies and salads: tell us within 2 hours of delivery or pickup.
• Fermented foods, sauerkraut and sealed products: tell us within 24 hours of delivery or pickup.
• Send your order details and clear photos of the item and its packaging on WhatsApp (+91 99880 38831) or by email.
• Keep the item and packaging until we have replied. We may ask you to return it, or collect it ourselves, for inspection.

What we cannot refund

• Items you opened, used or partly consumed, unless the problem existed on delivery.
• Taste, texture or flavour preferences, since these vary from person to person.
• Problems caused by storing the item incorrectly after delivery. Fermented products should be stored as advised on the label or by Dr. Ruchika.
• Orders where an allergy or dietary restriction was not told to us before ordering. Please tell us before you order, as our products are made with ingredients such as dairy, nuts and seeds.

If we approve a replacement, we will send it at no extra cost. If a replacement is not possible, we will refund the item and any delivery charge paid for it.