Terms and Conditions

1. Acceptance of these Terms

You accept these Terms when, after being shown or given access to them, you take an affirmative action such as checking an acceptance box, submitting an enquiry or eligibility form, creating an account, purchasing a programme or using our services.

Merely browsing publicly available information does not enrol you in a programme or create a doctor--patient relationship.

If you only submit an enquiry or lead form, the provisions concerning eligibility enquiries, communications, privacy and appropriate use of the Platform will apply. A paid service relationship begins only when your enrolment or purchase is confirmed.

2. About Lean Protocol

The Platform is operated by Lean Protocol Private Limited ("Lean Protocol", "we", "us" or "our"):

CIN: U86201UP2025PTC238980 Registered office: Plot No. 20, Block H-1/A, Sector 63, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301, India.

Lean Protocol operates a technology-enabled weight-management and care-coordination platform in India. Depending on the programme selected, we may coordinate access to registered medical practitioners, dietitians, nutritionists, fitness professionals, laboratories, pharmacies and other service providers.

Lean Protocol is not an emergency-care provider or pharmacy. Medical decisions, diagnoses, prescriptions and treatment recommendations are made only by appropriately qualified registered medical practitioners exercising independent clinical judgment.

3. Eligibility and initial enquiries

Unless a specific programme states otherwise, you must:

• Be between 18 and 65 years of age;
• Be physically located in India;
• Be legally capable of entering into a contract; and
• Provide complete, accurate and current information.

Our website or advertising-platform forms may ask about your goals, preferred programme duration, current weight, location, contact preferences and selected health conditions. These questions are intended only for initial screening and follow-up.

Submitting a form:

• Does not amount to a medical consultation or diagnosis;
• Does not confirm clinical or programme eligibility;
• Does not guarantee that any particular treatment or medicine will be offered; and
• Does not require you to purchase a programme.

Final clinical eligibility is determined separately by a registered medical practitioner where medical care is involved.

4. Programmes and services

Services depend on the programme and package stated in your Order Summary. They may include consultations, nutrition support, lifestyle or activity guidance, diagnostic coordination, behavioural support, progress monitoring, connected-device support and care coordination.

Super Lean

Super Lean is a clinically guided programme that may include doctor consultations, diagnostics, nutrition, activity and adherence support. Prescription-based treatment may form part of a participant's clinical plan only when independently considered appropriate and prescribed by a registered medical practitioner.

Only an eligible six-month Super Lean programme expressly identified in the Order Summary as covered by the Results Promise qualifies for that promise.

Lean Reset

Lean Reset is a lifestyle-focused, non-medication programme that may include nutrition, movement, behaviour-change support and appropriate professional guidance. Non-prescription supplements may be offered only where specified in the Order Summary.

Lean Reset does not carry the Results Promise or any guaranteed weight-loss outcome.

Programme inclusions

Your Order Summary will state the programme duration, fees, included services and any important exclusions. We do not guarantee access to a particular doctor, dietitian, coach or service provider and may provide a suitably qualified replacement when reasonably necessary.

Unless otherwise stated, the Programme Start Date is the date specified in the Order Summary. If no date is specified, it is the date on which your first included clinical or coaching consultation is completed. An administrative welcome call alone will not start the programme period.

5. Medical and clinical terms

Information available on public pages, calculators, advertisements, educational content or community channels is for general awareness and is not medical advice.

A doctor--patient relationship arises only between you and the registered medical practitioner who accepts and conducts your consultation. The practitioner may request further information, tests, video consultation or in-person examination before providing an opinion or prescription.

No particular medicine, brand, dosage or course of treatment is guaranteed. A practitioner may decline, modify, pause or discontinue treatment whenever clinically appropriate.

Prescription weight-management medicines, including GLP-1 receptor agonists, may involve contraindications, side effects and monitoring requirements. References to such medicines are informational and do not constitute an invitation to purchase, a prescription or a representation that they are suitable for you.

Lean Protocol is not affiliated with or endorsed by any medicine manufacturer merely because a medicine or trademark is mentioned on the Platform.

Technology, algorithms or artificial-intelligence tools may help organise information, monitor adherence or highlight possible risks for review. Such tools do not independently diagnose, counsel or prescribe. Final clinical decisions and communications must come from a registered medical practitioner.

6. Telemedicine and emergencies

Where consultations take place remotely, you may be required to provide separate telemedicine consent and verify your identity. Telemedicine has limitations and may not be appropriate for every condition.

The practitioner may require a video consultation, additional investigations or an in-person visit. You agree to follow an in-person or emergency referral where advised.

Lean Protocol is not an emergency service. If you experience a medical emergency, severe or rapidly worsening symptoms, or believe that immediate care is required, call 112 or attend the nearest appropriate emergency facility without waiting for a Platform response.

7. Your responsibilities

You agree to:

• Provide truthful and complete information about your medical history, existing conditions, allergies, medicines, pregnancy or breastfeeding status, symptoms, side effects and test results;
• Inform the care team promptly about significant changes or adverse symptoms;
• Use prescription medicines only as directed by the prescribing practitioner;
• Never change a dose, stop treatment, share medicine or use another person's prescription without appropriate medical advice;
• Complete reasonably required consultations, tests and monitoring;
• Use connected devices and smart scales honestly and according to instructions;
• Keep your account and access credentials secure; and
• Treat staff, practitioners and other members respectfully.

Incomplete or misleading health information may make continued participation unsafe and may affect clinical decisions, refund eligibility and the Results Promise.

8. Appointments and no-shows

Appointment changes should ordinarily be requested at least 24 hours before the scheduled time.

A maximum of two rescheduling requests per appointment may be permitted. Following a missed appointment, one additional booking opportunity may be provided. A second no-show for that appointment may result in the consultation being treated as used.

Reasonable exceptions may be considered for documented emergencies or circumstances outside your control.

9. Laboratories, devices and third-party providers

Laboratory collection and testing may be coordinated through independent partner laboratories and remain subject to location, availability, preparation requirements and the laboratory's operating terms.

If an essential included service is unavailable, we will reasonably attempt to arrange a comparable alternative. If no reasonable alternative is available, the affected component may be refunded in accordance with Section 11.

Smart-scale and connected-device readings may be affected by placement, connectivity, hydration and other factors. These devices support progress monitoring but are not independently diagnostic. Ownership, return requirements and manufacturer warranties will be stated in the Order Summary or product documentation.

Third-party providers remain responsible for the services, products and professional decisions supplied by them. Lean Protocol remains responsible for its own acts and for coordination obligations undertaken by it, as required by applicable law.

10. Prescription fulfilment and pharmacy services

Prescription medicines are dispensed only against a valid prescription by an independently operated licensed pharmacy.

Where Lean Protocol assists with pharmacy coordination:

• The medicine is billed and invoiced separately by the pharmacy;
• Medicine charges are not included in the Lean Protocol programme fee;
• The pharmacy determines availability, permitted substitutions, dispensing, packaging and delivery;
• Lean Protocol does not manufacture, sell or independently select the medicine; and
• A prescription does not guarantee stock availability or delivery by a particular date.

Returns, replacements and refunds for medicines are governed by the pharmacy's policy and applicable law. Medicines already dispensed are ordinarily non-returnable, except where required by law or where the pharmacy accepts a complaint involving an incorrect, damaged, defective, expired or improperly delivered product.

Report damaged packaging, an incorrect product or a suspected temperature-storage issue immediately and do not use the product until appropriate guidance is received.

11. Fees, cancellations and general refunds

Programme fees, taxes, inclusions and exclusions will be displayed before payment or recorded in your Order Summary. Payments may be processed by an authorised payment gateway subject to its applicable terms.

There is no automatic renewal unless it is clearly disclosed and separately authorised by you.

If you cancel before the Programme Start Date and before any programme component has been used, booked or procured specifically for you, you may request a refund. Any deduction for a genuinely non-recoverable charge must have been disclosed before purchase and be permitted by law.

After the Programme Start Date, change-of-mind refunds are not ordinarily available unless stated in your Order Summary or required by law. A full or proportionate refund may nevertheless be considered where:

• Clinical ineligibility is discovered after payment;
• A treating practitioner directs discontinuation for safety reasons;
• An essential included service cannot reasonably be provided or replaced;
• There has been a duplicate or erroneous payment; or
• A refund is otherwise required by applicable law.

For a proportionate refund, we may deduct the reasonable value of services already delivered, diagnostics performed and products supplied. Separately invoiced medicine purchases are handled by the dispensing pharmacy.

We will provide the basis of any refund calculation. Approved refunds will be initiated within ten business days, although the receiving bank or payment provider may require additional processing time.

12. Six-Month Results Promise

Eligible customers enrolled in a qualifying six-month programme may be covered by the Lean Protocol Money-Back Guarantee. Eligibility, adherence requirements, exclusions and the claim process are governed by our Money-Back Guarantee Policy, which forms part of these Terms. The policy version applicable on the customer's purchase date will govern the claim.

13. Communications and recordings

We may contact you through telephone, SMS, WhatsApp, email, in-app notifications or other channels you provide for enquiry follow-up, appointments, safety communication, service delivery and support.

Submitting a lead form permits us to respond to that enquiry through the contact channels indicated at the point of collection. Promotional communications require an appropriate choice or consent where required. You may opt out of promotional communications without affecting essential service or safety messages.

A consultation, support interaction or chat may be recorded only after appropriate notice and, where required, consent. Recordings may be used for record-keeping, care continuity, quality, training, dispute resolution and legal compliance.

14. Privacy

Our collection and use of personal and health information is governed by our Privacy Policy.

You should review the Privacy Policy before submitting an eligibility form or health information. Where a separate consent is required for health information, telemedicine, recordings or promotional communication, it will be requested independently.

15. Community channels

Community channels are intended for general education, support and accountability. They are not a substitute for private clinical consultation.

You must not prescribe, diagnose, impersonate a health professional, harass another member or share another person's confidential information. Avoid posting sensitive medical or identity information in group spaces.

We may moderate or remove content and restrict community access where reasonably required for safety, privacy or respectful participation.

16. Intellectual property and Platform use

The Platform, branding, programme materials, software and original content are owned by or licensed to Lean Protocol. We grant you a limited, personal, non-transferable right to use programme materials for your own lawful, non-commercial purposes.

You must not copy, sell, publish, reverse engineer, scrape, disrupt, introduce malicious code into or gain unauthorised access to the Platform.

You retain ownership of information and content you submit. You grant us only the rights reasonably required to store, process and use that content to provide the services, subject to the Privacy Policy.

17. Availability, suspension and termination

The Platform may occasionally be unavailable because of maintenance, technical failure, provider availability, safety requirements or circumstances outside reasonable control.

We may suspend or terminate access for non-payment, material false disclosures, unlawful use, abuse, security threats or conduct that creates a material clinical or operational risk. Where reasonably possible, we will provide notice and an opportunity to address the issue.

If services are discontinued by us without user fault, any unused eligible portion will be handled under Section 11. Clinical continuity, prescriptions and referrals remain subject to the treating practitioner's judgment.

18. Outcomes, warranties and liability

Individual outcomes vary. Except for the express Results Promise in Section 12, Lean Protocol does not guarantee a specific amount or speed of weight loss, prescription, clinical outcome or permanent result.

Illustrations, projections, testimonials, averages and "up to" figures are not predictions for any individual.

To the extent permitted by law, neither party will be liable for indirect or consequential loss that was not reasonably foreseeable. Lean Protocol's aggregate liability arising from the affected programme will ordinarily not exceed the programme fee paid to Lean Protocol.

These limitations do not apply to:

• Refund obligations expressly accepted under these Terms;
• Fraud, wilful misconduct or gross negligence;
• Liability that cannot legally be excluded or limited; or
• Rights and remedies available under applicable consumer law.

Lean Protocol is not liable for loss caused solely by inaccurate information supplied by you, unauthorised medicine use or your material failure to follow clear clinical safety instructions.

19. Complaints and Grievance Officer

For programme, payment, service or consumer complaints, contact:

Grievance Officer: [Insert the appointed officer's full name] Designation: Grievance Officer Email: support@leanprotocol.in Phone: +91 96504 91267 Address: Plot No. 20, Block H-1/A, Sector 63, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301, India.

We will acknowledge a consumer complaint within 48 hours and endeavour to resolve it within one month of receipt.

Privacy-related requests may also be submitted in accordance with the Privacy Policy.

20. Governing law and dispute resolution

These Terms are governed by the laws of India.

We encourage you to first raise a written complaint so that the matter can be reviewed in good faith. If a non-consumer contractual dispute remains unresolved for 30 days, it may be referred to a sole arbitrator mutually appointed under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration will be Noida, Uttar Pradesh, and proceedings will be conducted in English.

This arbitration clause does not prevent a consumer from approaching a Consumer Commission or any other statutory or regulatory forum available under applicable law.

Subject to these statutory rights and the arbitration provision, courts having jurisdiction at Gautam Buddha Nagar, Uttar Pradesh will have jurisdiction.

21. Changes and general provisions

We may update these Terms to reflect changes in law, safety requirements, services or business operations. Material changes will be notified through the Platform or an appropriate communication channel.

A material update will not retrospectively reduce the commercial rights attached to an existing paid programme. Unless required by law or safety considerations, the version accepted at purchase will govern that purchase.

If a provision is held unenforceable, the remaining provisions will continue in effect. Failure to enforce a provision once is not a waiver. You may not transfer your programme without written approval.

Where documents conflict:

• The Order Summary controls programme price, duration and inclusions;
• Section 12 controls the Results Promise;
• The Privacy Policy controls personal-data practices; and
• A more favourable mandatory consumer right always prevails.

22. Contact

Lean Protocol Private Limited Email: support@leanprotocol.in Phone: +91 96504 91267 Website: www.leanprotocol.in