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Money Back Policy

Last updated on January 02, 2024

This is Tatvartha Health Private Limited’s (“Traya”) money back policy (“Money Back Policy”) Please read this Money Back Policy in consonance with our Terms of Service available on the Platform (“Terms''). Words used but defined here shall have the same meaning as ascribed to them under the Terms.


1. Eligibility Criteria 

              a. In order to become eligible to claim a refund under this Money Back Policy, you need tomandatorily fulfil and comply with ALL the following requirements:
            • A request for a refund must be submitted within 30 (thirty) days following the placement of an order in the 5th or 8th month of the treatment.
            • You must have used the complete plan as recommended to you post completion of the hair test on the Platform and have followed all the guidelines, plans, diet plans including the dosage as suggested by the medical practitioners and other instructions as may be communicated by us to you from time to time.
            • Religiously followed the treatment and purchased the complete kits for 5 consecutive months within a period of 6 months (Order number and date of purchases will be used to verify eligibility for the refund).
            • Refunds will only be applicable for products purchased exclusively through Traya throughout the duration of the treatment. Product eligibility for refunds will be verified by cross-referencing with previous orders.
            • Throughout the course of treatment, customers are required to provide clear, unzoomed, non-oily, and non-flashed scalp images on a monthly basis, from the initiation of the treatment.
            • If the results as specified below in the table have not been achieved post the completion of the treatment (i.e. post the expiration of 5 months or 8 months, whichever is applicable based on your treatment plan).
              b. Kindly refer to the table below for eligibility bifurcation as per type and stage of hair loss. 

For Male:

Type & Stage of Hair Loss 

*Time to see regrowth / Eligibility period 

What they should be expecting in that timeline 

Male Pattern Hair Loss - Stage 1 

5 months 

Improving the existing quality of hair and such improvement will be determined on the basis of the below factors -
  • Improvement in Hair Texture
  • Less Hair Breakage
  • Shine

Please also note that the improvement in the quality of hair will be determined by Traya based on its reasonable opinion after undertaking a review of the ‘before’ or ‘after’ images shared by the user.

Maintenance of hairline.

Prevention of further hair loss.

Male Pattern Hair Loss (Stage 2,3) &

Telogen Effluvium 

5 months 

Maintenance of hairline. 

Prevention of further hair loss.

Regrowth on areas of bald patch (if any).

Male Pattern Hair Loss Stage 4  

8 months 

Regrowth on areas of bald patch.

Maintenance of hairline.

Age 40+ or receding hairline for all stages of hair loss.

8 months

Maintenance of hairline.

For Female:
Types and stages of hair Conditions that are seen in the following stages What customers should be expecting in this timeline Time to see regrowth/eligibility period
Female pattern Hair Loss Stage -1 Little or no hair loss > Quality of hair prevention of further hair loss 5 - 6 Months (Approx)
Female pattern Hair Loss Stage -2 Further divided in 2 classes
Category - 1 Mild partition widening > Class 1-Maintenance of Current scalp condition
Category - 2 Moderate to severe partition widening with gaps appearing along the sides of the partition > Class 2-Prevention of further hair loss/middle partition Regrowth starts taking place on affected areas except the front hairline. 7-9 Months (Approx)
Female pattern Hair Loss Stage -3 A wider gap is present in your centre hair part, and there's hair loss on either side of your part line. Maintenance of Current scalp condition Primary objective is to prevent the worsening or further balding. Regrowth happens slowly over years. 9-12 Months (Approx)

We would like to emphasize that the customer's feedback and input will be carefully considered and valued, and the assessment of improvements in hair quality will be based on the images uploaded, with Traya's decision regarded as definitive and conclusive.

2. It is hereby clarified that a user will become eligible to claim a refund under this Money Back Policy ONLY if all the conditions specified above are met and fulfilled.

3. Exceptions:

Additionally, you will not be eligible to claim refund under this Money Back Policy if you are suffering or have suffered with any of these pre-existing health conditions listed below or in the event you are diagnosed with these health conditions during the course of the treatment:

          • Alopecia Areata
          • Cancer
          • Folliculitis
          • Fungal scalp infection (Ex: Kerion and Favus)
          • Hashimoto's thyroiditis
          • Lichen plano pilaris (LPP)
          • Platelet-Rich Plasma (PRP) with 5 or more sessions
          • Previously undergone transplant
          • Psoriasis and eczema
          • Seborrheic
          • Scarring alopecia 
          • Tinea capitis
          • Trichotillomania

4. Process to claim refund under this Money Back Policy

a. Application:
Download the Traya Application (Play Store link hyperlinked), log in to your account, and raise a ticket for the Money Back Guarantee in the 'Help & Support', from the ‘My Profile/You’ section located at the bottom of the homepage.

b. Email:
Write an email to the email address - along with your order number latest within a period of 30 (thirty) days after the 5th-month or 8th-month order.

5.General Guidelines

a.Please allow 4-5 working days for our team to assess your eligibility for a refund and to elevate your request for a thorough evaluation by the appropriate department. During this period, our concerned team, may contact you for more information. We may also request additional documentation and information to facilitate the evaluation process.

b.Post the conversation and a comprehensive review of the provided information, you are deemed eligible, we will initiate the refund within 15 (fifteen) working days from the date of approving the request under our Money Back Policy. The refunded amount will be credited back to the original payment source in the case of prepaid transactions. For Cash on Delivery orders, we will proceed with the refund after obtaining your bank account details.

Please allow us 5 to 7 working days for the credit to appear. The processing of refund may be subject to delays due to various factors including bank policies or circumstances beyond our control.