1 Our agreement with you

1.1“Potenza”, “we” and “us” mean Wellsphere Health Private Limited trading as Potenza Wellness. “You” means the client or patient. These terms cover services and products sold by this company in India, whether booked in person or remotely. The invoice identifies the supplying clinic and legal entity.

1.2The agreement comprises these terms, your completed Schedule A, the invoice, and any expressly agreed written variation. Treatment-specific informed consent is separate. Mandatory law prevails; a specific agreed term prevails over a general term only to the extent lawful. No document excludes liability for a misleading representation.

1.3We provide the terms and schedule before accepting payment and record your express acceptance. A receipt, payment alone or attendance does not replace this process. These terms apply prospectively to purchases for which they were disclosed and accepted; they do not retrospectively change existing packages or accrued rights.

2 Treatment scope and payment

2.1Schedule A records the treatment, body areas, number and definition of sessions, applicable device or modality, price, taxes, inclusions, review visits and validity. One attendance does not automatically constitute one session for every area. No additional service, product or fee is payable unless separately disclosed and agreed.

2.2Consultation fees pay for the consultation actually provided, including an assessment that treatment is unsuitable. They are refundable where required by law. A treatment advance remains an advance until applied to an agreed service; describing it as a booking fee does not make it automatically forfeitable.

2.3Payments must be made through an authorised company channel against a receipt. Instalments and due dates must be recorded. We may pause further elective treatment for overdue undisputed payments after notice. Instalments are not a trial or a guarantee of results, but cancellation does not automatically accelerate charges for all unprovided services. Clause 9 governs settlement.

3 Clinical assessment and informed consent

3.1Treatment is subject to assessment by the appropriate treating professional. Payment does not establish suitability or oblige a clinician to perform a procedure. We may recommend postponement, modification or refusal on documented clinical grounds. We will explain the reason and apply clause 8 to unused payments.

3.2You must provide accurate relevant medical history, medications, allergies, pregnancy or breastfeeding status, implants, previous procedures and other information requested for safe care, and tell us of changes before each session. We must still perform the screening and assessment reasonably required of us.

3.3Before treatment, we explain material risks, expected recovery, reasonable alternatives, likely benefits and limitations, and obtain procedure-specific consent. You may refuse or stop treatment at any time. Financial settlement is assessed fairly under these terms; consent to treatment is never irrevocable.

3.4Follow the agreed preparation, aftercare, treatment intervals and reviews, or tell us promptly if you cannot. Failure to follow advice may affect results and safe continuation. It does not automatically waive your rights or absolve us of our own responsibilities.

4 Results and review

4.1We undertake to provide the agreed services with reasonable skill, care and appropriate clinical assessment. Aesthetic and wellness outcomes vary between people. We do not promise a particular amount of weight, fat or inch loss, muscle gain, tightening, lifting, hair growth, wrinkle reduction, permanence or an exact result by a particular date unless an express lawful commitment has been agreed.

4.2An estimate of sessions or a typical response is not an individual guarantee. Additional or maintenance treatments may be recommended, but require separate consent and agreed pricing. Testimonials, photographs and others’ experiences do not establish the result you personally will achieve; our advertising must nevertheless be accurate and supportable.

4.3A slower response, limited improvement or dissatisfaction with the extent of change does not, by itself, establish deficient service or entitlement to a refund for appropriately delivered treatment. We assess concerns against the agreed plan, representations, clinical records, delivery standards and relevant evidence. This clause does not excuse unsuitable treatment, negligence, a broken express promise or misleading claims.

4.4The expected assessment period and review arrangements are recorded in Schedule A. Please attend the offered review so that we can evaluate concerns. There is no obligation to purchase further treatment to have a complaint considered, and accepting a review does not waive any remedy.

5 Clinical records and photographs

5.1Where relevant and with appropriate consent, we record baseline photographs, measurements and follow-up findings, and document each session. Records are used for care and legitimate administrative purposes under applicable law and the clinic privacy notice. Marketing use requires separate optional consent; accepting these terms does not grant it.

5.2If you decline a clinically necessary assessment or record, the clinician will discuss alternatives and whether safe treatment can proceed. Declining photographs, or our failure to obtain records, does not automatically defeat a complaint or refund claim.

6 Cancellations and missed appointments

6.1Please give at least 24 hours’ notice to cancel or reschedule through the clinic contact shown in Schedule A. Timely rescheduling carries no appointment cancellation fee. A request sent through that channel counts from its receipt time, including outside opening hours; keep your message or acknowledgement.

6.2For less than 24 hours’ notice or a missed appointment, a charge may apply only if its maximum amount was expressly disclosed in Schedule A before booking. Any charge must be reasonable and proportionate to the loss caused, account for costs saved or the slot being filled, and not exceed the agreed maximum or the allocated appointment value, whichever is lower. If the maximum is blank, no missed-appointment fee applies.

6.3We do not both charge a cancellation fee and mark the same undelivered session as used. Emergencies, sudden illness and medical advice not to attend will be considered fairly. If you arrive late, we will assess whether treatment can safely proceed or needs rescheduling; the same limits apply.

6.4If we cancel, no client fee applies. We will offer suitable rescheduling without loss of a session or relevant validity. Persistent or material inability to provide the agreed service is addressed under clause 8. For transactions governed by the Consumer Protection (E-Commerce) Rules, any cancellation charges must comply with the applicable reciprocal-charge requirement; otherwise no such charge will be imposed.

7 Package commitment and validity

7.1Packages are purchased as an agreed course of services. We do not offer an automatic money-back guarantee, trial period or right to cash out a package merely because of a change of mind, change of preference, travel, relocation, personal scheduling or a decision to discontinue. Appropriately delivered services remain payable, subject to your legal remedies.

7.2Requests concerning unused services are assessed individually under clauses 8 and 9. We may offer a reasonable extension, clinically suitable alternative or credit as a discretionary resolution, with your agreement. This policy does not authorise automatic forfeiture of an entire unused balance or require acceptance of credit where a monetary refund is legally due.

7.3Unless another reasonable period is expressly agreed before payment in Schedule A, a package is valid for 12 months from purchase. The completion date must allow the clinically recommended treatment intervals. Please book sufficiently in advance. Expiry ends the contractual right to routine scheduling, subject to medical pauses, our delays, fair consideration of exceptional circumstances and applicable law; it does not automatically extinguish statutory claims.

7.4A clinician-directed pause extends validity by the medically necessary pause. We extend validity for delays attributable to us. For other reasons, request an extension before expiry where practicable; up to 90 additional days may be granted by management. Emergency or genuinely unavoidable late requests will still be considered. No extension or reactivation fee applies unless separately disclosed, reasonable and agreed.

7.5Packages are personal to the named client. Transfers between people, clinics or treatments require written approval, availability and clinical suitability. Approval must not be unreasonably withheld where it is offered as a resolution. Any price difference must be disclosed and accepted before transfer; we will not substitute a materially different treatment without consent.

8 When refunds and other remedies apply

8.1Duplicate payments, overpayments and charges for services not purchased will be corrected and the excess refunded. If our assessment finds a prepaid treatment unsuitable before it begins, we refund its unused treatment value; an agreed consultation actually provided remains payable. No treatment cancellation penalty applies in that situation.

8.2If a new medical contraindication prevents continuation, we will consider a clinically appropriate pause first. If continuing within a reasonable period is unsafe or impracticable, we refund the unused paid value, subject only to lawful deductions under clause 9. You will not be required to buy or accept a different procedure instead. An independent medical opinion will be considered fairly.

8.3If we discontinue, cannot lawfully provide, or cannot provide an agreed service within a reasonable or material agreed timeframe, we offer suitable alternatives for your approval or refund the affected unused paid value. Temporary equipment downtime may justify reasonable rescheduling, but does not permit indefinite postponement or compulsory travel to another city. A clinic closure does not eliminate refund rights.

8.4Claims of deficient service, negligence, misleading sales representations, breach of an agreed commitment or other legal grounds will be investigated. Where a refund, corrective service, compensation or another remedy is required, we will provide it as agreed or directed by the competent authority. A corrective procedure requires your clinical consent and cannot be imposed as the only remedy.

8.5A side effect or recognised treatment risk does not, by itself, establish whether a refund is due. We will arrange appropriate clinical assessment and consider consent, screening, technique, aftercare and causation. Urgent care must not be delayed while a refund dispute is reviewed.

9 How any refund is calculated

9.1For an ordinary cancellation settlement, the starting balance is the amount actually received, less the agreed allocated price of services properly delivered and products properly supplied and retained, less any other deduction permitted below. A refund cannot be less than zero. Remedies for deficient delivery or other legal liability are not capped or determined solely by this formula.

9.2Use the discounted allocation recorded in Schedule A. We will not retrospectively reprice completed sessions at a higher standalone or current price. For identical sessions with no separate allocation, divide the agreed total package price, not merely the instalments paid, equally across all promised sessions, including sessions marketed as free within that package. Mixed treatments must have reasonable allocations agreed before sale; if missing, we will propose and explain a fair allocation without imposing a new price.

9.3Additional deductions must be lawful, itemised and proportionate: for example, an agreed appointment charge or an evidenced, authorised, non-recoverable cost incurred specifically for you. They must account for recovery, reuse and costs saved, and cannot duplicate an amount already included in delivered treatment. General overheads, sales commissions, arbitrary administration percentages and unearned future treatment charges are not automatically deductible.

9.4No cancellation deduction applies because of our own breach or inability to supply. We provide a written calculation and applicable tax adjustment or credit note. We do not automatically retain GST, payment charges or the value of promotional gifts. A genuinely complimentary item has no separate cash refund value and is not retrospectively charged to reduce a refund.

10 Requests and resolution

10.1Send a request to the grievance contact in Schedule A, or hand it to the clinic manager. Include your name, contact details, invoice or booking reference, the issue and the resolution requested. A missing receipt does not defeat a request if payment can be verified. We can help record an oral complaint where needed.

10.2We acknowledge complaints within 48 hours and aim to issue a reasoned response within 15 calendar days. Where investigation takes longer, we explain why and give an update; grievances will be addressed within one month of receipt, or any shorter applicable legal period. We may request relevant information or an appropriate review, without using unnecessary requirements to delay the process.

10.3An authorised manager communicates the written decision and any calculation. A clinical concern is referred to the appropriate clinical lead. Management approval is an internal control and cannot override a legal entitlement. You may request reconsideration with further evidence or use any available external remedy without first exhausting this process.

10.4An approved or otherwise payable refund is initiated within 10 business days of approval or determination, subject to any shorter legal deadline. We request only information reasonably necessary for payment. Refunds go to the original payment source where possible, otherwise to a verified lawful recipient through an agreed method. We provide a transaction reference; bank processing times may vary.

10.5A finance or card-provider agreement is separate from the treatment contract. We will cooperate with legitimate refund and financing adjustments. Nothing here prohibits a lawful chargeback, complaint, regulatory report or honest review. There can be no double recovery of the same amount. A statutory refund is not conditional on deleting a review or signing a blanket release.

11 Products vouchers and clinic conduct

11.1Change-of-mind returns are not ordinarily accepted for products supplied in accordance with the order, particularly opened or used hygiene-sensitive products. Rights relating to defective, expired, unsafe, incorrect or misdescribed products remain unaffected. Report a problem promptly, but no short reporting deadline removes a statutory right.

11.2Gift vouchers and promotional credits follow the expiry and redemption conditions disclosed before issue. Promotional credits have no cash value. Paid vouchers remain subject to statutory refund rights, including where we cannot provide the promised service. An agreed credit issued in settlement must state its amount, usable services and reasonable expiry.

11.3We may decline or terminate future elective services for documented clinical reasons or serious threats, harassment or violence, with appropriate notice and continuity-of-care arrangements where required. Unused payments are settled fairly under clauses 8 and 9. Making a complaint is not misconduct and is not grounds for punitive forfeiture.

12 Legal safeguards

12.1These terms do not exclude or limit liability for negligence, personal injury, fraud, misrepresentation, deficient service or any liability that cannot lawfully be excluded. No general waiver or treatment-price liability cap applies. Indian law governs. Statutory consumer forums, regulators and courts retain the jurisdiction given to them by law; this policy imposes no mandatory arbitration or exclusive forum restriction.

12.2If a term is unlawful or unenforceable, it will not be relied on to that extent, and the remaining lawful terms continue. Later policy changes apply to future purchases only unless a lawful variation is expressly agreed. A discretionary resolution in one case does not create a general refund guarantee or remove any other client’s legal rights.