This policy covers coaching and doctor sessions and ITD Shop orders bought on the ITD website or apps. It is part of our Terms & Conditions.
1. Sessions with coaches and doctors
| Situation | Refund |
|---|---|
| You cancel 48 hours or more before the session starts | Full refund of the booking amount |
| You cancel less than 48 hours before the start | No cancellation or refund. You may ask for a reschedule, which depends on the coach's availability and is not guaranteed. |
| You do not join the session | Treated as attended; no refund |
| The coach declines your request, does not confirm in time, or does not join | Full refund, automatically |
| The session cannot take place because of a verified platform fault | Full refund or a free reschedule, at ITD's discretion, based on the session records |
| Your payment went through but the booking failed (for example the slot was taken) | Full refund, automatically |
To cancel, open My Appointments on the website or in the app and choose Cancel. If you have a complaint about a session, report it from the session page or contact support as soon as possible; we review the session records and may refund in full or in part.
2. ITD Shop orders
- Before dispatch: you can cancel from My Orders while the order is Placed or Processing and get a full refund, including shipping.
- After dispatch: an order that is shipped cannot be cancelled.
- Damaged, defective or wrong item: write to us within 7 days of delivery with your order number and photos of the item and packaging. After checking, we send a replacement or give a full refund. We may ask you to return the item; we pay the return shipping.
- Not returnable: opened or used supplements, food and personal-care items, for hygiene and safety, unless they arrived damaged, defective or expired.
- Unpaid orders are cancelled automatically after 30 minutes and any reserved stock is released.
3. How and when refunds are paid
| You paid with | Refund goes to | Time |
|---|---|---|
| ITD wallet | Your ITD wallet | Immediately |
| Card, UPI, net banking or wallet app (Cashfree Payments) | The same payment method | Usually 5 to 7 business days, depending on your bank |
| International card (Stripe) | The same card | Usually 5 to 10 business days |
We refund in the currency you paid. Taxes and fees are refunded whenever the amount they apply to is refunded. If a refund to your bank fails, our team completes it manually and tells you.
4. Wallet balance
Money you add to your ITD wallet can be used for sessions and shop orders. You can ask for unused wallet balance to be paid back to you from the app; each request is checked by our team before it is paid out.
5. Contact
For any cancellation or refund question, email support@itdconnect.com with your booking or order number. See Contact Us.
Last updated: 29 October 2026