Cancellation & Refund Policy

10X Shape · Last Updated: August 2026

Summary: You may cancel and receive a full refund any time before your coach is assigned and your program begins. Once your personalised plan has been built and coaching has started, the program is non-refundable — because coach time and custom plan creation are allocated to you from Day 1.

1. Cancellation Before Program Start

If you cancel before a coach is assigned to you — or within 48 hours of payment, whichever comes first — you are entitled to a 100% refund of the amount paid.

To cancel, email billing@10xshape.com from your registered email address with your name, payment date, and transaction/order ID.

2. Cancellation After Program Start

Once your coach has been assigned and your personalised lifestyle assessment, meal plan, or workout protocol has been created, the program is non-refundable. This is because:

A dedicated certified wellness coach is reserved exclusively for you
Your assessment, meal plan, and workout protocol are built individually for you and cannot be resold or reused
Program resources and platform access are released to you immediately

You may discontinue the program at any time by notifying your coach or emailing billing@10xshape.com. Discontinuation stops all future coaching and, where applicable, all future billing — but does not refund amounts already paid for the current program period.

3. Refund Eligibility at a Glance

Situation	Outcome	Timeline
Cancelled before coach assigned (or within 48 hrs of payment)	Full refund — 100%	Approved within 3 working days
No coach assigned within 72 hours of confirmed payment	Full refund — 100%	Processed automatically
Duplicate or failed payment (charged twice, or charged with no order created)	Full refund of the extra amount	Within 5–7 working days
10X Shape is unable to deliver the agreed service for reasons within our control	Full or pro-rata refund, as applicable	Reviewed within 7 working days
Program started — personalised plan delivered	Not eligible for refund; you may discontinue at any time	—
Dissatisfaction with results	Not eligible — outcomes depend on individual adherence and are not guaranteed	—

4. How Refunds Are Processed

All approved refunds are issued to the original payment method only — the same card, bank account, UPI ID, or wallet used at the time of payment.
Refunds are initiated by 10X Shape within 7 working days of approval.
Once initiated, the amount typically reflects in your account within 5–10 working days, depending on your bank or card issuer.
Where a payment was made on EMI, the refund is credited to the card account. Any interest or processing fee already charged by your bank is governed by that bank's own EMI terms and is not controlled by 10X Shape.
Refunds are made in Indian Rupees (INR). For international payments, the final credited amount may differ due to exchange-rate movement and bank charges.

5. Coach Change Instead of Cancellation

If the issue is your coaching relationship rather than the program itself, you may request a free coach reassignment once during your program. Email hello@10xshape.com and we will reassign you to another certified coach within 5 working days. See our Shipping & Exchange Policy for details.

6. Cancellation vs Refund

Cancellation means stopping your participation and any future billing. Refund means returning money already paid. These are separate actions — cancelling after your program has started stops future charges but does not automatically return past payments, except in the cases listed in Section 3.

7. Raising a Dispute

If you are unhappy with any billing outcome, please write to billing@10xshape.com first. We acknowledge every billing complaint within 48 hours and aim to resolve it within 7 working days.

If it remains unresolved, you may escalate to our Grievance Officer at grievance@10xshape.com, who will respond within 30 days as required under the Consumer Protection (E-Commerce) Rules, 2020.

8. Contact for Cancellations & Refunds

10X Shape is a trading name of 10X Octave Technologies Private Limited, a company incorporated in India under Corporate Identity Number U62091HR2026PTC142528, with its registered office at House No. 1283, First Floor, Sector-14P, Hisar, Haryana 125001, India. Correspondence may also be sent to A-47, South Extension, New Delhi 110049. Our telephone line is 9289993191, answered Monday to Saturday between ten in the morning and seven in the evening, Indian Standard Time. Email: billing@10xshape.com.