Refunds & Cancellations Policy

1. Scope of This Policy

This policy governs purchases, subscriptions, renewals, digital access, AI-assisted features, wellness programs, and related services on the Stilwater platform. It does not override mandatory consumer protection rights under applicable law.

2. Digital Subscriptions and Platform Access

Paid subscriptions provide AI-assisted wellness features, nutrition support tools, interactive yoga sessions, or other digital services. Once activated, the service is considered delivered digitally. Subscription fees charge in advance for the selected billing period.

3. Subscription Cancellation

Users may cancel anytime via account settings or by emailing info@stilwater.health. Cancellation will stop future renewals after the current paid billing period. Access continues through the end of the current cycle. Submit cancellation requests at least 48 hours before the next billing date.

3A. Aria Companion subscriptions (Google Play)

This section applies to the Aria Companion app. Where it differs from the rest of this policy, this section applies to Aria Companion.

• Who bills you. In the Android app, Aria Companion is billed monthly by Google Play (price shown on the Subscribe screen, currently ₹99 per month). Google charges you and keeps the payment records. We do not receive your card or UPI details.
• How to cancel. Cancel in Google Play: Play Store → your profile picture → Payments & subscriptions → Subscriptions → Aria Companion → Cancel subscription. You can cancel at any time. Cancelling stops the next renewal; you keep access until the end of the period you have already paid for. The 48-hour notice mentioned elsewhere in this policy does not apply to Aria Companion, because cancelling in Google Play at any time before the renewal date stops the next charge.
• Deleting your account does not cancel your subscription. Cancel it in Google Play first, or you may keep being charged.
• Requesting a refund. Because Google processes the payment, refunds for Aria Companion are made through Google Play. You can ask Google directly at support.google.com/googleplay/workflow/9813244, or email info@stilwater.health with your Google Play order number (it starts with GPA.), the date and amount, and the reason. We will review it under section 4 and, if approved, refund it through Google Play.
• Eligible cases. Duplicate charges, a charge after a valid cancellation, a payment that did not activate your subscription because of a problem on our side, and refunds required by law or by Google Play's rules. Sections 5 and 6 on non-refundable situations also apply.
• Timing. Approved refunds follow Google's and your bank's timelines, which are outside our control (see section 8).
• Failed or pending payments. If a payment is pending, such as a UPI payment waiting for approval, the app will not unlock until Google confirms it. If a renewal fails, Google may retry it or pause the subscription; update your payment method in Google Play to continue.
• Web version. If you subscribe on the Aria Companion web version instead of in the Android app, payment is handled by our payment partner and the rest of this policy applies.

4. Refund Eligibility

Refunds may be considered for:

• Duplicate payments
• Account non-activation due to Stilwater technical issues
• Charges after valid cancellation
• Undelivered services
• Refunds required by law or payment network rules

5. Non-Refundable Situations

Refunds generally will not be provided when users changed their mind, didn't use the service, forgot to cancel, experienced user-side access issues, or failed to achieve desired wellness outcomes. Stilwater does not guarantee specific health, fitness, nutrition, therapeutic, or lifestyle outcomes.

6. Accidental Renewals

Contact support within 48 hours of an unexpected renewal. Significant platform usage after renewal may make the payment ineligible for refund.

7. Failed, Pending, or Duplicate Transactions

Contact your bank first, as many failed payments auto-reverse. If Stilwater received the amount but didn't activate service, we will verify and either activate or refund.

8. Refund Processing Timeline

Approved refunds process to the original payment method. In most cases, approved refunds may take 5 to 10 business days to reflect in your account after initiation. Delays from banks or gateways are beyond Stilwater's control.

9. Partner-Led Services and Third-Party Programs

For partner-led services, refund and cancellation rules follow the partner's policy. Stilwater coordinates but final approval depends on partner terms and service delivery status.

10. Appointment, Session, or Program Cancellations

Request cancellation or rescheduling at least 24 hours before scheduled sessions. No-shows or late cancellations typically aren't refundable. If Stilwater cancels, you receive rescheduling, credit, or an eligible refund.

11. Promotional Offers, Coupons, and Discounts

Promotional credits are typically non-redeemable for cash and non-refundable unless otherwise stated.

12. Chargebacks and Payment Disputes

Contact support first at info@stilwater.health. Filing chargebacks without contacting support may result in temporary account suspension during dispute review.

13. How to Request a Refund or Cancellation

Email with: full name, registered email/mobile, transaction/order ID, payment date and amount, refund reason, and payment proof if available.

Contact details:

• Email: info@stilwater.health
• Phone: +91 9830134407
• Address: A-2074, Assetz East Point, Doddakannelli Rd, Bellandur, Bengaluru, Karnataka - 560103
• Website: https://stilwater.health

14. Review and Decision

Stilwater verifies account status, payment details, access logs, usage, and booking status. Approval is based on policy, purchase terms, gateway status, usage, and applicable law.

15. Changes to This Policy

Stilwater may update this policy with revised effective dates posted on this page.

16. Governing Law and Jurisdiction

This policy is governed by Indian law. Courts in Bengaluru, Karnataka have jurisdiction over disputes.