Return and Exchange Terms

1.1. These Return and Exchange Terms (hereinafter — the "Terms") define the procedures and grounds for refunds, order cancellations and dispute resolution in connection with the Services provided by FOP Shapoval Anastasiia Hennadiivna, TIN: 3711700209 (hereinafter — "DOZA", "Provider", "we"), through the website doza.clinic (hereinafter — the "Website").

1.2. These Terms are an integral part of the Public Offer Agreement. Terms used herein have the meanings defined in the Offer, unless otherwise specified.

1.3. In case of discrepancies between the provisions of these Terms and the Public Offer Agreement, the provisions of the Offer shall prevail.

1.4. These Terms are developed in accordance with the Law of Ukraine "On Consumer Protection", the Civil Code of Ukraine and other applicable regulations.

1.5. By placing an order and/or making a payment, the Client confirms that they have read and accept these Terms.

2.1. For the purposes of these Terms:

• Services — a set of personal support for a weight management program in accordance with the selected support package
• Support Package — the program option selected by the Client that determines the scope of Services, support duration and package contents

2.2. Commencement of Services — the moment when any of the following events occurs (whichever comes first):

• (a) the first message from a specialist to the Client via chat or a phone call; or
• (b) sending the Client any materials, recommendations, order confirmation or instructions; or
• (c) dispatch of items included in the support package

3.1. If the Services have not yet commenced (none of the events specified in clause 2.2 has occurred), the Client has the right to cancel the order.

3.2. In case of cancellation under clause 3.1, DOZA refunds the Client the full payment amount minus:

• payment system and bank fees that are non-refundable;
• other actually incurred expenses directly related to order processing (if any).

3.3. To cancel, the Client must contact DOZA in the manner specified in Section 6 of these Terms, as soon as possible after payment.

3.4. Cancellation is considered accepted from the moment of confirmation by a DOZA manager.

4.1. If Services have already commenced (any of the events specified in clause 2.2 has occurred):

• funds for actually provided Services are non-refundable;
• partial refund is possible proportionally to the undelivered portion of Services, at the reasoned discretion of DOZA.

4.2. When calculating the partial refund amount, the following is considered:

• the number of consultations conducted and recommendations provided;
• the duration of actually provided support relative to the total package period;
• the fact of dispatch and/or receipt of support package items;
• payment system and bank fees that are non-refundable.

4.3. DOZA has the right to refuse a refund if:

• Services have been fully provided;
• the support package has been received by the Client with no quality complaints filed;
• the Client did not provide data and/or feedback necessary for support delivery, or systematically ignored communication with the specialist;
• the Client provided false information when placing the order.

4.4. The absence of expected weight management results is not grounds for a refund. Results are individual.

4.5. Items included in the support package, after actual receipt by the Client, are not subject to return or exchange, except in cases of defect, damage or non-conformity with the order, confirmed in the manner specified in Section 5 of these Terms.

5.1. The Client is obligated to inspect the parcel upon receipt from the carrier: packaging integrity, conformity with the order, absence of visible damage.

5.2. If damage is detected upon receipt, the Client must:

• file a damage report with the carrier at the time of receipt;
• document the damage with photos and/or video;
• notify DOZA within 24 hours of receipt, providing: order number, photos/videos of damage, copy of carrier's report (if available).

5.3. DOZA reviews the claim within 5 business days and offers one of the following solutions:

• replacement of damaged items;
• partial compensation;
• another solution agreed upon with the Client.

5.4. The risk of accidental damage or loss passes to the Client from the moment of actual delivery by the carrier, except in cases where damage was documented during receipt and confirmed by the carrier's report in accordance with clause 5.2.

5.5. Claims regarding parcel loss during delivery are filed with the carrier according to its established procedures. DOZA assists in resolving such situations but is not responsible for the carrier's actions.

6.1. To submit a refund or compensation request, the Client must:

1. Contact a manager — Telegram: t.me/Doza_sofia_bot or e-mail: [email protected]
2. Provide order details — order number, payment date, full name
3. Describe the reason — clearly state the grounds for the refund
4. Attach evidence — photos/videos (for damage), carrier's report (if available)
5. Await a response — DOZA responds within 24 hours on business days

6.2. DOZA reviews the request and makes a decision within 5 business days of receiving the complete set of documents/evidence.

6.3. The decision may include:

• full refund;
• partial refund;
• replacement of support package items;
• partial compensation;
• a reasoned refusal.

6.4. The Client has the right to appeal the decision in the manner specified in Section 8 of these Terms.

7.1. Refunds (where applicable) are processed within 5–10 business days from the date of the refund decision.

7.2. Funds are returned exclusively to the payment details from which the original payment was made. Returns to other payment details are not available.

7.3. Actual fund crediting timelines depend on the Client's bank and payment system and may exceed the stated timeframes. DOZA is not responsible for delays caused by banks and payment systems.

7.4. Payment system and bank fees paid during the original payment are non-refundable, unless otherwise stipulated by the rules of the respective payment system.

7.5. The Client receives a refund confirmation (electronic notification / messenger) indicating the amount and estimated crediting timeline.

8.1. All disputes arising in connection with refunds are resolved through negotiations. The claims procedure is mandatory.

8.2. Claims are submitted in writing to e-mail: [email protected]. Review period — 15 business days from receipt.

8.3. If resolution is not possible — through judicial proceedings in accordance with the legislation of Ukraine.

8.4. If the Client initiates an unjustified chargeback through the payment system without prior contact with DOZA, DOZA reserves the right to:

• suspend the provision of Services;
• refuse further service;
• file a claim in accordance with applicable legislation.

8.5. DOZA retains proof of Service delivery (electronic correspondence, support checklists, shipping data, tracking numbers), which may be provided to the payment system and/or court in case of a dispute.

9.1. Erroneous payment. In case of erroneous payment (double charge, incorrect amount), the Client must immediately contact DOZA. A full refund of the erroneously paid amount is processed within 5–10 business days.

9.2. Force majeure. If the provision of Services becomes impossible due to force majeure, a refund is issued for the actually undelivered portion of Services.

9.3. Cancellation by DOZA. If DOZA cancels or is unable to fulfill the order for its own reasons, funds are returned to the Client in full within 5–10 business days.

9.4. Package change. The Client may request DOZA to change the support package. Changes are possible with mutual consent. The price difference is refunded or additionally charged accordingly.

10.1. Refunds are not issued in the following cases:

• the Client did not achieve the expected weight management result;
• the Client did not use (fully or partially) the paid support on their own initiative or due to inaction;
• the Client systematically ignored communication with the specialist or did not provide the necessary feedback;
• the Client provided false information when placing the order;
• the claim filing deadline specified in these Terms has passed;
• the support package was received by the Client without objections.

11.1. DOZA reserves the right to amend these Terms unilaterally. The current version is always available at: doza.clinic/refund.

11.2. The version of the Terms in effect at the time of payment applies to each specific order.

For returns and claims:

Telegram: @Doza_sofia_bot

E-mail: [email protected]

Phone: 073 239 81 05

Provider: FOP Shapoval Anastasiia Hennadiivna

TIN: 3711700209

Address: 74000, Kherson region, Vysokopillia, Bankova St., 102

Website: doza.clinic