Service Delivery Policy

Policy Version: 2.0

Last Updated: 4 December 2025

Legal Entity Details

Overview

This Service Delivery Policy explains how Neeyafit's online fitness coaching services are delivered to you. All services are provided digitally through our website, email, and LiveKit platform.

This policy complies with the Consumer Protection (E-Commerce) Rules, 2020, Digital Personal Data Protection Act, 2023, Razorpay's payment gateway requirements, and Indian consumer protection regulations for digital service delivery.

1. Digital Service Delivery

1.1 What We Deliver

Neeyafit delivers the following digital services:

• Live Online Coaching Sessions: Real-time video sessions via LiveKit platform
• AI Voice Assistant: Interactive fitness guidance through our website
• Digital Workout Programs: Access to structured fitness plans
• Email Communications: Receipts, confirmations, and updates
• Account Access: Dashboard for tracking progress and managing subscription

1.2 Third-Party Service Providers

We use the following third-party service providers for service delivery:

• Payment Gateway: Razorpay (payment processing, data handling per their terms)
• Video Platform: LiveKit (session hosting, video data processing)
• Email Service: ZeptoMail (email delivery and notifications)
• Database: Supabase (secure data storage)

By using our services, you acknowledge data sharing with these providers for service delivery purposes. Each provider has their own privacy policy and terms of service.

2. Service Access Timeline

2.1 Typical Access Timeline (Generally Within 15 Minutes)

Upon successful payment processing through Razorpay, you typically receive access to:

• Account Dashboard: Instant login access with your registered email
• AI Voice Assistant: Available immediately on website at neeyafit.com
• Email Confirmation: Payment confirmation sent within 5 minutes
• Receipt/Invoice: GST-compliant invoice delivered via email within 15 minutes
• Login Credentials: If first-time user, account credentials sent immediately

2.2 Scheduled Services

For live coaching sessions:

• Trial Workshop: Access provided at scheduled session time
• Monthly Subscriptions: Session schedule shared via email within 24 hours
• Session Links: Sent 1 hour before each live session
• Calendar Invites: Sent for all scheduled sessions

3. Delivery Method

3.1 Online Platform Access

All services are delivered through:

• Website: neeyafit.com
• Email: Registered email address
• LiveKit Platform: For live video sessions
• User Dashboard: Accessible after login

3.2 Technical Requirements

To access our services, you need:

• Stable internet connection (minimum 5 Mbps recommended)
• Compatible device (computer, tablet, or smartphone)
• Updated web browser (Chrome, Firefox, Safari, or Edge)
• Webcam and microphone for live sessions
• Valid email address for communications

4. Service Availability

4.1 Geographic Availability

Our services are available:

• Globally: Accessible from anywhere with internet
• Time Zones: Live sessions scheduled in IST (Indian Standard Time)
• Language: Coaching provided in English and Hindi

4.2 Service Hours

• AI Voice Assistant: Available 24/7
• Live Sessions: As per published schedule
• Customer Support: Monday - Saturday, 9:00 AM - 6:00 PM IST
• Account Access: 24/7 via website

5. Data Protection & Privacy

5.1 Data Collection & Processing

Neeyafit acts as a data fiduciary under the Digital Personal Data Protection Act, 2023:

• Data Collected: Name, email, phone, payment information, health/fitness data
• Purpose: Service delivery, session scheduling, progress tracking, payment processing
• Retention: Data retained for the duration of your subscription plus 7 years for tax compliance, or until consent withdrawal
• Your Rights: You may request data access, correction, or erasure at privacy@neeyafit.com
• Data Breach Notification: Users will be informed within 72 hours of any data breach
• Consent: Processing requires explicit consent; no pre-ticked boxes used
• Children's Data: Parental consent required for users under 18 years

5.2 Session Recording (If Applicable)

Live sessions may be recorded for quality and training purposes:

• Recording requires explicit consent before session starts
• Recordings retained for 90 days for quality assurance
• Users may request deletion at privacy@neeyafit.com
• Recordings not shared with third parties without consent

6. Delivery Confirmation

6.1 Email Notifications

You will receive email confirmations for:

• Payment successful
• Account creation
• Subscription activation
• Session schedule
• Upcoming session reminders
• Receipt/Invoice delivery

6.2 Access Verification

If you don't receive access within the stated timeframes, check your spam folder and contact us at support@neeyafit.com.

7. Service Access Issues

7.1 Email Delivery Failures

If you don't receive confirmation emails or access credentials:

• Check spam/junk folder: Our emails may be filtered
• Verify email address: Ensure you provided the correct email during registration
• Whitelist our domain: Add support@neeyafit.com to your contacts
• Contact support: Email support@neeyafit.com with your payment confirmation

7.2 Platform Access Problems

If you experience issues accessing our services:

• Check your internet connection (minimum 5 Mbps required)
• Clear browser cache and cookies
• Try a different browser (Chrome, Firefox, Safari, or Edge)
• Verify your login credentials
• Disable VPN or proxy if using one
• Try accessing from a different device

7.3 Technical Support Response Time

For technical issues preventing service access:

• Email: support@neeyafit.com
• Response Time: Within 24 business hours (Monday-Saturday)
• Resolution Target: Access issues resolved within 48-72 business hours
• Emergency Support: For urgent issues before scheduled sessions, mention "URGENT" in subject line

8. Pricing & No Delivery Charges

Since we provide digital services only, there are NO shipping charges, delivery fees, courier costs, or handling charges.

The price displayed is the final price you pay, inclusive of:

• 5% GST (Goods and Services Tax) as per Indian tax regulations
• All platform access fees
• Email delivery of receipts and session links
• Technical support

8.1 Currency & International Transactions

• Currency: All prices in Indian Rupees (INR)
• GST: 5% GST applicable as per Indian tax laws
• International Users: Currency conversion by payment provider; additional bank charges may apply
• Cross-border Fees: Any cross-border transaction fees disclosed before payment

9. Consumer Cancellation & Refund Rights

9.1 Cancellation Rights

• Trial Users: Full refund if cancelled 24+ hours before scheduled session
• Subscribers (First 3 Months): Early termination fee of 100% of remaining commitment applies
• Subscribers (After 3 Months): Cancel anytime with 7 days notice, no termination fee
• Processing Time: Cancellation processed within 24-48 hours
• Request Method: Email support@neeyafit.com with subject "Cancellation Request"

For complete cancellation and refund terms, please refer to our Refund Policy.

9.2 Refund Processing

As per RBI guidelines:

• Initiation: Refunds initiated within 5-7 business days
• Credit to Account: Additional 5-10 business days depending on bank processing times
• Failed Transactions: Amount debited but service not activated - automatic refund within 5-7 business days
• Contact: payment-issues@neeyafit.com with transaction reference

For complete refund terms, please refer to our Refund Policy.

10. Limitations & Disclaimers

10.1 Health & Medical Disclaimer

10.2 Limitation of Liability

Neeyafit is not liable for:

• Internet connectivity issues or device compatibility problems
• Third-party platform failures (LiveKit, Razorpay, ZeptoMail)
• Force majeure events (natural disasters, pandemics, government restrictions)
• Email delivery failures due to spam filters or user error
• Health outcomes; users should consult medical professionals

Maximum liability limited to amount paid for affected service.

11. Dispute Resolution & Grievance Redressal

11.1 Grievance Officer

11.2 Dispute Resolution Process

1. Step 1: Contact support@neeyafit.com (Response within 24 business hours)
2. Step 2: Escalate to Grievance Officer at support@neeyafit.com if unresolved (30 days resolution timeline)
3. Step 3: Consumer Forums - Consumers may approach District, State, or National Consumer Disputes Redressal Commission
4. Step 4: Alternative - Online dispute resolution via National Consumer Helpline

12. Governing Law & Jurisdiction

• Service Origin: Services provided from India
• Governing Law: Indian law governs these terms
• Jurisdiction: Courts of India have exclusive jurisdiction
• Compliance: Subject to Consumer Protection (E-Commerce) Rules, 2020 and Digital Personal Data Protection Act, 2023

13. Contact Us

For questions about service delivery, access issues, or technical support:

14. Policy Updates

We may update this Service Delivery Policy from time to time to reflect changes in our practices or legal requirements.

• Notification: Users notified of material changes via email 15 days in advance
• Effective Date: Changes become effective on the date specified in the notification
• Continued Use: Continued use of services after changes constitutes acceptance
• Version History: Previous versions archived and available upon request

© 2025 Neeyafit. All rights reserved.

This policy complies with the Consumer Protection (E-Commerce) Rules, 2020, Digital Personal Data Protection Act, 2023, and Razorpay payment gateway requirements.