How to read this
This is one policy, written for two audiences at once.
If you are a seeker
Sections 1 to 5 tell you exactly what happens to your money in every situation. Section 6 explains what to do if you disagree with a decision.
If you are a Healthmate
Read all of this Policy and pay particular attention to Section 4, which explains what a cancellation or material change costs you.
Every program page shows its cancellation tier before you pay. You see it and accept it at checkout — not behind a link and not in a footnote.
Whatever tier is shown on the program page you booked is the tier that applies.
A note on fees. LIFED does not charge seekers a separate platform fee. The price shown on the page is all-in, and LIFED earns by deducting a commission from the Healthmate at settlement.
Refunds are therefore calculated on the full amount you paid. Nothing is held back as a LIFED fee. If you are entitled to a 100% refund, you receive 100% of what left your account.
| What happened | What the seeker gets |
|---|---|
| You cancel within 24 hours of booking and the program is 14+ days away | 100% refund |
| You cancel later | Depends on the tier shown on your program page. See Section 2. |
| You do not show up | No refund |
| You are removed for conduct, or for hiding something material about your health | No refund |
| You leave part way through for your own reasons | No refund for the unused part |
| The Healthmate cancels | 100% refund, plus credit where the cancellation was late |
| The Healthmate materially changes the date, time or venue | Accept, move, or take a 100% refund — your choice |
| Too few people booked and the program does not run | 100% refund, plus credit where notice was late |
| LIFED cancels | 100% refund |
| Disaster, epidemic, government order or similar prevents the program | Credit, reschedule, or qualifying cash refund. See Section 3.5. |
| The program was materially not what the page described | Investigated, with refund or credit in proportion. See Section 6. |
The basics
1.1 All timings run from the start time of the program in the program's own local time zone.
1.2 A cancellation takes effect when you submit it in the LIFED platform, not when you email, message or telephone anyone.
Please cancel in the app or on the website so there is a timestamp.
1.3 Refunds are calculated on the total amount you paid, with nothing deducted as a LIFED fee.
1.4 Payment gateway charges are never deducted from a seeker's refund.
1.5 Refunds always go back to the original payment method. We cannot send a refund to a different account.
1.6 If someone else paid for your booking, the refund goes to whoever paid.
1.7 LIFED credit means a balance in your LIFED account, valid for 12 months and usable on any program. It is not transferable and is not exchangeable for cash, except where it was issued instead of a refund you were legally entitled to.
When the seeker cancels
2.1 The 24-hour window, which applies to everyone
If you cancel within 24 hours of booking, and the program starts more than 14 days later, you receive a 100% refund, regardless of the program's cancellation tier.
2.1.2 This is available once per program per seeker. It is not available on a booking made less than 14 days before the program starts.
2.2 After that, your tier applies
Every program uses one of three tiers. The applicable tier is shown on the program page and accepted at checkout.
Residential programs
These are programs where you stay overnight.
| Tier | 30+ days | 15–29 days | 7–14 days | Under 7 days / no show |
|---|---|---|---|---|
| Flexible | 100% | 100% | 50% | 0% |
| Standard | 100% | 50% | 25% | 0% |
| Strict | 50% | 25% | 0% | 0% |
Session-based programs
These programs do not include an overnight stay.
| Tier | 7+ days | 48 hrs – 7 days | 24–48 hrs | Under 24 hrs / no show |
|---|---|---|---|---|
| Flexible | 100% | 100% | 50% | 0% |
| Standard | 100% | 50% | 25% | 0% |
| Strict | 100% | 0% | 0% | 0% |
2.2.1 For a series, these timings run from the first session.
2.3 Changing rather than cancelling
2.3.1 You can request different dates through your dashboard. Whether the move is possible depends on Healthmate availability.
2.3.2 If a move is agreed, you keep your original price, even where the price has since increased.
2.3.3 A longer stay or materially different program may have a price difference, which must be clearly shown and agreed before the change is made.
2.3.4 If a move is not possible and you cancel instead, the normal tier applies.
2.4 Missing part of a series
A series is sold as a whole. Missing one session does not earn a partial refund.
You may reschedule one session per booking at no charge, with at least 24 hours' notice, where the Healthmate has availability.
If you stop attending part way through for personal reasons, no refund is due for the remaining sessions.
2.5 Leaving a residential program early
If you leave early for your own reasons, no refund is due for unused nights.
If you leave because the program was materially not what was described or because of a safety or conduct issue, report it under Section 6. That situation is investigated rather than treated as an ordinary cancellation.
2.6 Your own circumstances
Personal illness, a family emergency, visa refusal, cancelled flight or work commitment are handled under the applicable tier. They are not force majeure.
We recommend travel and medical insurance for every residential booking because a Healthmate may have held a room or place specifically for you.
Where you provide documentation of a serious medical emergency affecting you or an immediate family member, LIFED will ask the Healthmate to consider a discretionary refund or date move. The Healthmate decides and we will tell you their answer clearly.
When the Healthmate cancels or changes something
3.1 The Healthmate cancels
You receive a 100% refund, whatever the cancellation tier.
We will also help you find a comparable program.
If the cancellation was late, we add LIFED credit equal to 10% of your booking value, capped at ₹5,000.
A cancellation is late where it occurs:
- within 14 days of a residential program; or
- within 48 hours of a session-based program.
A Healthmate may not cancel a confirmed booking to relist the same place at a higher price.
3.2 The Healthmate changes the date, time or venue
A material change must normally be communicated at least:
- 14 days before a residential program; or
- 5 days before a session-based program.
A material change includes changes to:
- the program dates;
- the start time by more than 2 hours;
- the venue or city;
- a named lead practitioner;
- the accommodation type; or
- the removal of something the program page said was included.
You may accept the change, move to another date at your original price, or receive a 100% refund.
Your cancellation tier does not apply to a change made by the Healthmate.
Minor changes such as reordering activities during a day or substituting a supporting instructor are not material changes.
3.3 Too few people booked
A Healthmate may set a minimum number of participants. Where they do, the minimum is shown on the program page before booking.
If the minimum is not met, notice must normally be given at least:
- 14 days before a residential program; or
- 5 days before a session-based program.
You receive a 100% refund and help finding an alternative.
Late notice also qualifies for the LIFED credit described in Section 3.1.
A Healthmate cannot cancel for insufficient numbers where no minimum was published. That situation is treated as an ordinary Healthmate cancellation.
3.4 LIFED cancels
LIFED may cancel because of a pricing error, verification failure, safety concern, legal requirement or suspected fraud.
You receive a 100% refund.
Where the cancellation was our error rather than a safety or fraud issue, we also help you rebook and add the applicable late-cancellation credit.
3.5 Something happens that is nobody's fault
This covers natural disasters, floods, epidemic or pandemic restrictions, government orders, civil unrest, prolonged infrastructure failure, or a travel ban affecting the program location where the program becomes impossible or unsafe.
You choose one of:
- full-value LIFED credit valid for 12 months;
- rescheduling at no extra cost to a date agreed with the Healthmate; or
- a cash refund less any costs the Healthmate has genuinely already spent specifically on your booking, capped at 25% and evidenced on request.
If you do not choose within 30 days after being asked, full-value LIFED credit is issued.
Your own inability to travel is not covered by this clause. See Section 2.6.
What a cancellation costs the Healthmate
This section is written for Healthmates. Seekers are welcome to read it.
4.1 Seeker cancellations cost you nothing. Where a seeker cancels and forfeits part of their payment under their tier, the forfeited amount settles to you in the normal cycle, less LIFED's commission on that amount.
4.2 Your own cancellations carry a charge. Where you cancel a confirmed booking, or a material change or insufficient-numbers cancellation leads a seeker to take a refund, a Healthmate Cancellation Charge applies.
It consists of:
- LIFED's commission on the cancelled booking, being what we would have earned and no more;
- any LIFED credit issued to the affected seeker;
- with the total capped at 30% of the booking value.
4.3 The charge is deducted from future settlements and itemised with the booking reference and reason.
4.4 No charge applies for:
- force majeure under Section 3.5;
- documented serious illness, injury or bereavement affecting you or immediate family;
- insufficient numbers where the minimum was published and proper notice was given;
- a booking cancelled by LIFED for its own reasons;
- a change accepted by the seeker where no refund was actually paid.
4.5 Repeated cancellations may result in affected dates being blocked, reduced visibility and review for suspension. Three qualifying cancellations in twelve months triggers a review.
4.6 Before any Healthmate Cancellation Charge above ₹5,000 is deducted, written notice is provided with the reason and 7 days to respond, subject to the exceptions stated in this Policy.
What is never refundable
A no-show on a booking you confirmed and never cancelled.
Removal from a program on reasonable conduct grounds, including harassment, discrimination, intimidation, unwanted contact, abuse, property damage, refusal of safety instructions, or prohibited intoxication.
Removal or refusal because you concealed a material health condition you should have disclosed. If you disclosed it and the Healthmate accepted the booking before later refusing you on safety grounds, you receive a full refund.
A cancellation made inside the no-refund window of the tier shown on your program page.
The unused part of a program you chose to leave early for your own reasons.
A missed session in a series beyond the one free reschedule permitted under Section 2.4.2.
Travel, visas, travel insurance or accommodation booked outside LIFED.
Optional extras purchased on site unless the Healthmate’s own terms provide otherwise.
Payments made directly to a Healthmate outside LIFED.
LIFED credit that expires unused after 12 months, unless it was issued instead of a cash refund you were legally entitled to.
An amount already subject to a chargeback with your bank until that chargeback is resolved.
How refunds are processed, and how to dispute one
6.1 Timeline
Once a refund is approved, LIFED initiates it within 7 working days.
Your bank or card issuer then normally takes another 5 to 10 working days. We will provide the reference number so you can trace it.
UPI refunds are usually faster and often complete within 3 to 5 working days in total.
LIFED credit is issued immediately.
If money has not reached you within 15 working days after we initiated the refund, contact us with the reference so we can trace it with our payment partner.
6.2 Automatic refunds
Where your entitlement is clear from this Policy, including Healthmate cancellation and cancellations inside a 100% window, the refund is processed automatically. You do not need to ask for it.
6.3 If the program was not what was described
Raise the issue with the Healthmate on site first where practical.
Report it to LIFED within 24 hours of the issue, or as soon as reasonably possible, with photographs or other evidence where available.
We acknowledge the complaint within 48 hours, investigate with both sides and aim to decide within 30 days.
Where a material shortfall or safety failure is established, remedies may include a partial or full refund, replacement booking, or LIFED credit proportionate to what went wrong.
If we do not uphold your complaint, we explain why in writing.
6.4 Disputing a refund decision
You have 30 days from our decision, or from the program date where no decision was communicated, to dispute it.
Dispute it in writing through your dashboard or at the refund contact address specified below, explaining what you believe is wrong and why.
We acknowledge within 48 hours. Someone different from the person who made the original decision reviews the dispute.
A final written decision is provided within 30 days.
If you remain dissatisfied, you may escalate to our Grievance Officer and ultimately to the appropriate Consumer Commission or National Consumer Helpline.
Healthmates dispute settlement deductions using the settlement-query process in their Healthmate Terms.
6.5 Chargebacks
Please use the complaint and refund processes above first. They are normally faster and do not put your account at risk.
Where a chargeback is raised on a booking that was properly delivered, LIFED may contest it with evidence and the account may be suspended while it is resolved.
A Healthmate is not charged for a chargeback where our investigation confirms the program was delivered as described.
6.6 Tax on refunds
Where GST was charged and you receive a refund, the tax component is refunded proportionately and a credit note is issued where required by law.
Where part of a payment is forfeited under a cancellation tier, the tax treatment follows the GST rules applicable at the time and is shown in your refund statement.
Sign-off
Where this Policy sits. This Policy forms part of the LIFED Seeker Terms and Conditions and the LIFED Healthmate Terms and Conditions.
If anything on a program page contradicts this Policy, this Policy governs, except for the cancellation tier itself, which is set on the program page.
Changes. We may update this Policy. Material changes are notified at least 15 days in advance. A confirmed booking always remains governed by the Policy in force when it was confirmed.
A change can never make an existing booking less refundable than it was when you paid.
Definitions
Seeker: the person who books and attends.
Healthmate: the practitioner, centre, community or organiser hosting the program.
Residential: accommodation and meals included, with the seeker staying with the Healthmate.
Session-based: local sessions or workshops, single or in a series, with no overnight stay.
Booking value: the total amount the seeker paid for the booking.
LIFED credit: an account balance valid for 12 months and usable on any program.
Material change: a change described in Section 3.2.2.
Contact
Holobiont Private Limited
CIN U86900KL2025PTC093335
Room No. 432/10,
Shoranur Govt. Press P.O,
Kulappulli, Ottapalam,
Palakkad – 679122,
Kerala, India
Governing law. This Policy is governed by the laws of India, including the Indian Contract Act, 1872 and the Consumer Protection Act, 2019.