Money back promise, Weight loss service

With Voy's Weight Loss Money Back Promise, customers who do not lose 10% or more of their body weight after six months (and who satisfy the Terms and Conditions, below), will be entitled to a refund.
Refunds will be prorated to reflect any departure from the 10% weight loss goal. For example, if you lose only 8% of your initial body weight after 6 months, you would be eligible for a 20% refund of the cost.

Updated Eligibility Criteria

• You must use any prescribed medication in accordance with your Treatment Plan and/or Voy clinician instructions* for the full 180-day Guarantee Period.
• You must not have used any prescription weight-loss medication in the 12 months prior to starting treatment with Voy, including (but not limited to): Orlistat, Mysimba, or GLP-1 medications such as Ozempic, Saxenda, Mounjaro, or Wegovy.
• You must have lost less than 10% of your initial body weight by the end of the treatment as recorded in the App, where:
  • Initial body weight is your recorded weight on Day 1 of the treatment
  • Final body weight is your recorded weight on or after Day 180 and before Day 194
• The Money-Back Guarantee applies for 180 calendar days from the date of your first shipment is delivered.
• To make a claim, you must submit a refund request between Day 180 and Day 210 after your first shipment was delivered, including:
  • Your order number
  • An up-to-date, full-length photograph wearing fitted clothing**
  • An up-to-date weight reading (via the app or otherwise)
  • The request must be sent to the designated refund email address (help@joinvoy.com)
    

Refund requests will not be accepted until 180 days have passed since the first shipment delivery date.
Refunds will be made to the payment method you used to make the original purchase.
Limit one refund per customer. Refunds are offered in respect of the cost of the Weight Loss treatment only and will not include the cost of any additional items purchased.

If you disclosed prior prescription weight-loss medication use at the time of enrolment and Voy accepted your enrolment and processed payment, you understand that this excludes you for the eligibility of the Money-Back Guarantee. This applies to returning customers to Voy that had an interruption of more than 28 days in the treatment with Voy.

*You can remain on the same dosage if this has been approved by the clinicians.
**Clinicians might ask for an additional photo by asking you to complete a task via the Voy App.