Refund and Cancellation Policy

Last updated: 12 September 2026.

Part 1: Scope, acceptance and definitions

1.1 What this Policy covers

This Policy applies to every payment made to NNWA for a Programme, a Consultation or any other paid service. It does not govern your contract with a Finance Partner, a bank or the Payment Aggregator, and does not cover any service NNWA has not yet launched.

1.2 Shown before payment, and how you accept it

The refund position in this Policy is summarised on the programme page and the payment page before you pay. You accept it by ticking the acceptance box, by paying NNWA or by first accessing the learner platform, whichever happens first. NNWA keeps an electronic record of each acceptance with the version, date and time, and treats that record as evidence of acceptance unless there is a manifest error.

1.3 Relationship with the other documents

This Policy prevails over the Terms and Conditions on refunds, cancellations, transfers, deferrals and Booking Amounts; the Terms and Conditions prevail on everything else. The programme page as it read on your Enrolment Date describes what you enrolled for. Only those documents and your Enrolment Confirmation bind NNWA on refunds; nothing said by chat, call, counsellor, mentor, referrer or agent varies them unless issued in writing from contact@nnwa.in. This does not exclude liability for fraud.

1.4 Definitions

In this Policy these capitalised terms have the following meanings.

• "Fee" means the total price payable to NNWA for a Programme or Consultation, as stated in your Enrolment Confirmation and including GST, but excluding any charge payable to a Finance Partner, a bank or the Payment Aggregator.
• "Booking Amount" means the part of the Fee, stated on the programme page, paid to reserve a seat in a Batch before the balance is paid.
• "Enrolment Date" means the date NNWA issues your Enrolment Confirmation after the Fee, the Booking Amount or the first Instalment has cleared.
• "Access Date" means the earlier of the date NNWA makes content, material or a live session available to you and the date you first log in, join a session or download material.
• "Batch" means a scheduled cohort of a Programme with limited seats; "Batch Start" means the date of its first live session stated in your Enrolment Confirmation. Announcement-bar, countdown and seat-counter dates are planning dates, not Batch Start.
• "Registration Deadline" means the date on the programme page or in your Booking Confirmation by which the balance of the Fee must be paid.
• "Instalment" means a part-payment of the Fee made to NNWA under a plan in your Enrolment Confirmation; Instalments divide one Fee and are not a subscription or a loan repayment.
• "Programme" means any course NNWA sells, whether a Flagship Programme (awarded through Medhavi Skills University, Sikkim, under the skilling partner arrangement in force at the time) or a Short Course (carrying NNWA's own certificate only).
• "Consultation" means a paid session, or package of sessions, with the NNWA Clinic and Wellness Consultancy.
• "Learner" means the person who studies or is consulted; "Payer" means the person or organisation that paid, where different; "you" means each of them.
• "Booking Confirmation" and "Enrolment Confirmation" mean the written confirmations NNWA emails on accepting a Booking Amount and on confirming an enrolment, stating the Programme, Batch, Fee, payment plan, any Registration Deadline and the version of this Policy that applies.
• "Payment Aggregator" means the RBI-authorised payment aggregator that processes online payments to NNWA, at present Razorpay, whose own terms and privacy policy apply to its checkout page; "Finance Partner" means a third-party lender or EMI provider.

Part 2: Why fees are generally not refundable

2.1 The commercial reason

NNWA delivers digitally and promptly. From the Enrolment Date you receive platform credentials, recorded lessons, study material and the live-session schedule. Each Batch has a fixed number of seats, so a seat allocated to you is refused to someone else, and mentor time, live sessions and assessment slots are scheduled against the confirmed Batch. NNWA incurs most of its delivery cost at that point. The Fee is therefore consideration for a seat allocated and access delivered, and is generally non-refundable and non-transferable once paid, except as Parts 3, 4, 6 and 10 provide or the law requires. By enrolling you ask for prompt access rather than a waiting period and accept that delivered digital content cannot be returned. NNWA may keep records of access and downloads and rely on them as evidence that access was delivered.

2.2 When a payment becomes non-refundable

A Booking Amount is non-refundable once paid, subject to clauses 3.2 and 3.3. The balance of the Fee, or a Fee paid in full, is non-refundable from the Access Date or Batch Start, whichever is earlier, and before then is refundable only in the cases in Part 4. An Instalment is non-refundable once paid.

2.3 Discretionary refunds

NNWA may, in an exceptional case, refund or credit an amount this Policy does not require. Any such payment is made without admission of liability, sets no precedent, is offered only in writing from contact@nnwa.in and may be reduced by the value of content already delivered under clause 12.1. NNWA applies this Policy in the same way to every Learner in the same position.

Part 3: Booking Amounts

3.1 What a Booking Amount does

A Booking Amount holds a named seat in a named Batch at the Fee in your Booking Confirmation until the Registration Deadline, during which NNWA turns other applicants away from that seat. When the balance is paid by the Registration Deadline, the Booking Amount is adjusted in full against the Fee. It is a part-payment for a seat held against limited capacity, not a cancellation charge and not a penalty.

3.2 If the balance is not paid by the Registration Deadline

If the balance is not paid by the Registration Deadline, the seat is released and the price protection in clause 3.4 ends. If, within 30 days after the Registration Deadline, you ask in writing to join a later Batch of the same Programme starting within 12 months of the original Batch Start, NNWA applies the Booking Amount once against the Fee then in force. Otherwise NNWA retains it as a genuine pre-estimate of its loss from holding a seat in a capped Batch that could otherwise have been sold.

3.3 If a loan application is declined

Financing is arranged by you with a Finance Partner; NNWA does not decide or guarantee approval. If your application is declined after you paid a Booking Amount and before the Access Date, you may have the Booking Amount applied to a later Batch under clause 3.2 or refunded less only the Payment Aggregator's charges actually incurred on the payment and the refund. If it is declined after the Access Date, clause 2.2 applies and the Fee remains payable by another method by the date NNWA states.

3.4 Price and offers between booking and balance

The Fee in your Booking Confirmation stands if the balance is paid by the Registration Deadline, even if the offer under which you booked has ended; otherwise any later enrolment is at the Fee then in force. Offers may be withdrawn for the future without affecting a Booking Confirmation already issued.

Part 4: When NNWA refunds

4.1 Duplicate charge

If the same Fee, Booking Amount, Instalment or Consultation fee is charged to you more than once, NNWA refunds every duplicate amount in full, including the GST on it, under Part 12.

4.2 Failed transaction where your account was debited

If your bank or wallet debits you but the Payment Aggregator does not pass the payment to NNWA, NNWA cannot refund money it has not received. The Reserve Bank of India requires your bank or payment provider to reverse a failed transaction within the time it prescribes, up to five working days for cards and one for UPI. Send NNWA the transaction reference and NNWA will confirm to the Payment Aggregator within five working days that the amount was not received.

4.3 Amount received without a confirmed enrolment

An enrolment is confirmed only by an Enrolment Confirmation. Before one is issued NNWA may decline an application for any lawful reason, including a full Batch, eligibility not established or an obvious pricing error. If NNWA declines, or an amount reaches NNWA that matches no confirmed enrolment, NNWA refunds it in full and bears the Payment Aggregator's and bank charges on the refund.

4.4 NNWA cancels a Batch before Batch Start

If NNWA cancels a Batch or Programme before Batch Start for a reason attributable to NNWA, including low enrolment, which is not a force majeure event, you may choose a full refund of every amount paid for that Batch or a transfer to another Batch or Programme with any Fee difference adjusted. NNWA bears the Payment Aggregator's and bank charges on that refund. No other loss is recoverable, subject to the liability clause in the Terms and Conditions and to clause 13.1.

4.5 NNWA is unable to deliver a Programme

If NNWA becomes unable to deliver or complete a Programme for any reason, including the end of the skilling partner arrangement with the awarding body or a decision to cease operations, NNWA first uses reasonable efforts to complete delivery or to transfer you to an equivalent Programme or award. If neither is possible within 90 days, NNWA refunds the part of the Fee attributable to the modules not delivered under clause 12.1. For a Flagship Programme the awarding body's rules govern its credential; if it cannot be obtained through no fault of yours, NNWA issues the NNWA certificate and refunds the part of the Fee attributable to the credential as stated on the programme page or, where none is stated, a reasonable proportion it determines and explains in writing. Before ceasing operations NNWA gives at least 60 days' notice, and certificates already issued remain valid and verifiable.

4.6 Material change before Batch Start

If before Batch Start NNWA reduces the stated hours, scope or credential level of your Programme, or moves Batch Start more than 30 days beyond the date in your Enrolment Confirmation, you may choose a full refund or a transfer under clause 4.4. A change that keeps or increases scope, reorders modules, replaces a mentor, renames the Programme, updates content, changes the platform or moves Batch Start by 30 days or less is not material.

4.7 Force majeure

If an event beyond NNWA's reasonable control, such as a natural disaster, epidemic or public-health order, government-ordered internet shutdown, power or telecommunications failure, strike, civil disturbance or third-party platform failure, prevents delivery, NNWA's obligations are suspended while it continues, sessions are rescheduled and recordings substituted where possible. No refund is due unless the Programme cannot be delivered at all within 90 days, when clause 4.5 applies. An event affecting only you entitles you to recordings and a deferral under clause 6.2, not a refund.

4.8 How to claim

Send every refund, transfer, deferral or cancellation request by email to contact@nnwa.in from the email address registered at enrolment, with the subject line "Refund request", the Learner's name, the Programme and Batch, the amount and date of payment, the transaction reference, and the ground relied on. Please report a duplicate or unexplained charge within 30 days so that NNWA can trace it with the Payment Aggregator; that period is a condition of the quick process in clause 12.3, not a bar to any claim in law. NNWA follows the timelines in clause 14.1.

Part 5: What is not refundable

5.1 Cases in which no refund is made

Except where Part 4 applies, no refund, full or partial, is made in any of the following cases, none of which is a failure by NNWA.

• A change of mind, lack of time, a change of job, relocation, family circumstances or any other change in your situation, once the payment is non-refundable under clause 2.2.
• Missed live sessions, whatever the cause.
• Dissatisfaction with a mentor, teaching style or pace.
• Problems with your device, internet connection, software or power supply.
• Not meeting the eligibility you declared, including the awarding body's criteria; you may continue for the NNWA certificate only or be withdrawn.
• A Finance Partner declining, delaying, cancelling or recalling a loan after the Access Date.
• Withdrawal of a scholarship or concession because a condition of it was not met.
• A rename, content update, change of module order or platform, a change of Batch Start by 30 days or less, or the rescheduling of individual sessions with notice, none of which reduces the hours, scope or credential level you enrolled for.
• Termination of your access for breach of the Terms and Conditions.
• Any content, recording, download or live session made available to you, whether or not you used it.
• Failing an assessment or not being awarded a certificate.
• Non-recognition of a Programme by an employer, institution or authority.

5.2 No outcome is guaranteed

NNWA provides guidance, CV help, job leads and, for Diploma learners, a job portal, as services. It guarantees no employment, placement, interview, client, business or income outcome, no examination result and no professional registration or licence. None of these is a ground for a refund.

5.3 A Learner under 18 who enrolled by misstatement

A person under 18 may enrol only through a parent or lawful guardian who is the contracting party and the Payer. If a Learner under 18 enrolled by misstating their age, NNWA suspends access and may, as far as the law allows, refund to the Payer the amount paid net of the value of services already delivered under clause 12.1.

5.4 Withdrawal and termination for breach

Withdrawal by you ends your access, makes nothing refundable beyond Part 4 and leaves Instalments already due payable. Where NNWA terminates your access for a breach listed in the Terms and Conditions, it retains the Fee for the access already delivered because the service was delivered to that point. For a serious breach none of the balance is refunded. For a minor breach where you are excluded early in a Batch, NNWA refunds the part of the Fee attributable to modules not yet made available under clause 12.1.

Part 6: Transfers and deferrals

6.1 Batch transfer and deferral

NNWA may, at its reasonable discretion, allow one transfer or deferral per Learner to a later Batch of the same Programme, requested in writing before the first live session of your current Batch or the Access Date, whichever is earlier, to a Batch starting within 12 months of your original Batch Start. Any increase in the Fee for the later Batch is payable before the transfer takes effect; any decrease is not refunded. A transfer has no cash value and cannot be converted into a refund. A second deferral is not available except under clause 6.2. NNWA replies in writing within 10 working days.

6.2 Medical and compassionate deferral

If a medical emergency, pregnancy, bereavement or a comparable event prevents you from continuing, NNWA will, on a written request with supporting evidence, pause your access and resume it with a later Batch, and extend your assessment completion period by the length of the deferral. A deferral is not a refund.

6.3 Transfer to a different Programme, and no transfer to another person

NNWA may, at its reasonable discretion, allow one transfer to a different Programme, requested in writing before the Access Date. The Fee paid is credited against the new Fee; any shortfall is payable before the transfer, and any excess is neither refunded nor held as credit unless NNWA agrees in writing. A seat, Booking Amount, credit or Fee cannot be transferred, sold or assigned to another person.

Part 7: Instalments, EMI and loan-financed fees

7.1 Instalments payable to NNWA

An Instalment plan divides one Fee into parts; it does not reduce the Fee or make any part of it refundable. If an Instalment is unpaid seven days after its due date, NNWA may, after seven days' written notice, suspend platform access and withhold assessments and certificates until it is paid. No late-payment charge applies unless stated in your Enrolment Confirmation, and any such charge reflects NNWA's administrative cost only. Cancelling a standing instruction with your bank does not cancel the balance, which remains payable.

7.2 Fees financed by a Finance Partner

A loan or EMI arrangement, including one described as zero per cent interest, is a contract between you and the Finance Partner on its terms. NNWA is not the lender, is not a party to that contract and does not set or guarantee its terms, and withdrawal from a Programme does not cancel the loan. Where this Policy entitles you to a refund of a Fee a Finance Partner disbursed to NNWA, NNWA pays it to the Finance Partner to reduce or close your loan, not to you, and does not refund interest, processing fees or other charges paid to the Finance Partner. If the Finance Partner recalls or reverses a disbursement, the Fee becomes payable by you directly and clause 7.1 applies.

Part 8: Offers, coupons, scholarships and referral rewards

8.1 Offers and coupons

An offer, discount or coupon reduces the Fee shown on the invoice. It has no cash value, is not refundable, is valid only for the Programme and period stated and may be used once per Learner. If an enrolment made with an offer is cancelled or refunded, the offer is forfeited and any refund is calculated on the amount actually paid.

8.2 Scholarships and concessions

Scholarships and concessions are discretionary, personal, non-transferable and granted only in writing with their conditions. No standing percentage is published or implied. If a condition is not met NNWA may withdraw the concession on seven days' written notice, after which the balance of the full Fee is payable; amounts already paid are not refunded.

8.3 Referral rewards

A Refer and Earn reward accrues only when the referred Learner's enrolment is confirmed, the Fee or first Instalment has cleared and no refund or chargeback follows. If that Fee is later refunded in whole or in part, or charged back, any reward already paid is repayable by the referrer on demand. Rewards are not a ground for any refund.

Part 9: Chargebacks and payment disputes

9.1 Chargebacks

If you believe a charge is wrong, write to contact@nnwa.in under clause 4.8 before contacting your bank; a refund under this Policy is faster than a card dispute. Nothing in this Policy prevents you from disputing a charge with your bank or card issuer, but raising a chargeback for a matter this Policy covers without first giving NNWA the opportunity to resolve it under clause 4.8 or Part 14 is a breach of this Policy. NNWA treats every chargeback as a dispute and answers the Payment Aggregator and the card network with its evidence, including the acceptance record, access logs and correspondence. While a chargeback is open NNWA may suspend platform access and withhold assessments, results and certificates. If the chargeback succeeds on a false or unsupported basis for a service NNWA delivered, NNWA may terminate access and recover as a debt the amount charged back, the Payment Aggregator's chargeback fees and its reasonable costs of responding.

9.2 Problems with a bank, the Payment Aggregator or a Finance Partner

NNWA is not responsible for a delay, outage, decline or error of the Payment Aggregator or a bank. A complaint about a bank, a regulated payment provider or a Finance Partner should be made first to that entity and, if unresolved, under the Reserve Bank of India's integrated ombudsman scheme.

Part 10: Clinic and Wellness Consultancy

10.1 Rescheduling, cancellation and no-shows

You may reschedule a Consultation once without charge, or cancel it for a full refund or, at your choice, a credit usable within 90 days, by writing to contact@nnwa.in or messaging +91 99039 36057 at least 24 hours before the scheduled start. If you cancel with less notice, or do not join within 15 minutes of the scheduled start, the fee is retained, because the practitioner's time was reserved for you.

10.2 Cancellation by NNWA or the practitioner

If NNWA or the practitioner cancels or cannot deliver a Consultation, you may choose the earliest mutually convenient rescheduled session or a full refund, on which NNWA bears the Payment Aggregator's charges. If NNWA declines to take you on, or refers you to a registered medical practitioner because your needs are medical, any fee paid for sessions not delivered is refunded in full.

10.3 Packages

Package sessions must be used within the validity period stated when you buy them. If you cancel a package after using some sessions, NNWA refunds the amount paid less the sessions used at the single-session price in force when the package was bought. Sessions unused at expiry are forfeited.

Part 11: Webinars, free content and paid events

11.1 Free content and paid events

Free webinars, workshops, the free ebook, free PDFs, brochures and the recipe book are provided without charge, so there is nothing to refund, and NNWA may cancel, reschedule or record a free event without liability. If NNWA charges for a webinar, workshop or other event, the event page states its cancellation terms; where it is silent, Parts 4, 5 and 6 apply as if the event were a Programme with the event date as Batch Start.

Part 12: How refunds are calculated and paid

12.1 Amount

A refund is calculated on the amount actually paid to NNWA for the item, including the GST charged on it, less any offer or credit forfeited under Part 8. A deduction for content or services already delivered is valued on the module weighting published for the Programme or, where none is published, in proportion to the stated hours of the modules made available; for a Consultation, at the single-session price. Where NNWA refunds for its own cancellation, decision or failure under clauses 4.3 to 4.6 and 10.2, it bears the Payment Aggregator's and bank charges; otherwise those charges and any convenience fee are refunded only if the Payment Aggregator returns them. Refunds are made in Indian rupees; currency conversion and foreign bank charges are yours. On a refund of a Fee your licence to the Programme's content ends, you must delete every downloaded copy and no certificate is issued.

12.2 Method and recipient

A refund is paid only to the card, bank account, UPI handle or wallet from which the payment reached NNWA and only to the Payer. If that account or card is closed or expired, provide a letter or statement from the bank confirming closure and the details of an account in the Payer's own name. A Fee paid by an employer or sponsor is refunded to them. A Fee disbursed by a Finance Partner is refunded under clause 7.2.

12.3 Timing

NNWA initiates an approved refund within seven working days of its written decision or, for a duplicate charge, of the Payment Aggregator confirming the duplicate. The Payment Aggregator, the card network and your bank then take their own time to credit you, typically five to ten working days for cards and less for UPI, and NNWA is not liable for delay after initiation.

12.4 GST and credit notes

A refund required by this Policy includes the GST charged on the refunded amount, and NNWA issues a credit note against the original invoice. GST is charged at the rate in force on the invoice date, as shown on the invoice. A change in the rate between a Booking Amount and the balance applies only to amounts not yet invoiced.

Part 13: Your statutory rights and governing law

13.1 Rights preserved

Nothing in this Policy limits any right you have under the Consumer Protection Act 2019 or any other law that cannot be excluded by agreement, including your right to approach the consumer commission having jurisdiction where you reside or work. Nothing in it requires you to arbitrate, shortens any limitation period or makes the process in Part 14 a condition of any legal remedy. If any part of this Policy is held invalid, that part is severed and the rest continues in force.

13.2 Governing law and courts

This Policy is governed by the laws of India. Subject to clause 13.1 and to the Consumer Protection Act 2019, the courts at Kolkata, West Bengal have exclusive jurisdiction over any dispute arising out of or in connection with this Policy.

Part 14: Grievances and escalation

14.1 Timelines

NNWA acknowledges a request or grievance within 48 hours of receipt, gives a substantive reply within 15 days and resolves it, or gives its final decision with reasons, within 30 days of receipt. Where NNWA has asked you once for documents it needs, time runs from their receipt.

14.2 Escalation

If you are not satisfied with a decision, write to the Grievance Officer at contact@nnwa.in; the Grievance Officer reviews the decision and replies in writing within 15 days. Either party may propose voluntary mediation, including through a consumer commission's mediation cell. If the matter remains unresolved you may approach the consumer commission having jurisdiction. For a bank, payment provider or Finance Partner, clause 9.2 applies.

Part 15: Changes and versions

15.1 Changes to this Policy

NNWA may amend this Policy, including to comply with a change in law, and gives at least 15 days' notice of a material change by email and by posting the new version on nnwa.in. A change does not alter the refund terms, Fee, payment plan or credential of an enrolment already confirmed unless you agree or the law requires it. Use of the site after the notice period is acceptance of changes that do not affect an existing enrolment.

15.2 The version that applies

The version of this Policy in force on the date of your payment governs that payment and is identified in your Enrolment Confirmation. Earlier versions are available on request from contact@nnwa.in. Contact details and the Grievance Officer's name may be updated on nnwa.in without amending this Policy.

Part 16: Grievance Officer, contact and language

16.1 Grievance Officer and contact details

• Grievance Officer: Jyoti Padia.
• Registered office: National Nutrition and Wellness Academy, 64/4A Graham Road, Third Floor, Regent Park, Kolkata 700 040, West Bengal, India.
• Email: contact@nnwa.in.
• Telephone, for calls: +91 82409 00957.
• WhatsApp, for messages only, a separate channel: +91 99039 36057.

16.2 Language

This Policy is written in English. If NNWA provides a translation or summary, it is for convenience only, and the English text prevails over any translation in the event of any difference.