Our Performance Promise
Lose at least 10% of your weight, or we refund your program fee - prorated to your shortfall.
We believe in our program's ability to deliver results. To stand by that, we have a clear set of success criteria that create a partnership between you and our care team.
To be eligible, you simply need to:
- Be a new member on a 6-month Voy GLP-1 based therapy program with a starting BMI of 27 or greater.
- Track Your Weight Consistently: Log your weight with the provided Voy Smart Scale in at least 80% of the weeks in your program (i.e., at least 20 of 24 weeks).
- Log Your Meals Consistently: Log your meals on at least 5 days per week for 80% of the weeks in your program.
Our Promise: If you've met the criteria above and haven't lost at least 10% of your starting body weight (as determined by your first recorded weight in the Voy app and your final weight taken within 7 days of your program's conclusion), you are eligible for a prorated refund based on how much weight loss you fell short of the 10% goal.
Example:
If you lose 8% of your initial body weight after 6 months, you'd be eligible for a 20% refund of your program fee (since you fell 20% short of the 10% goal).
Our Safety Promise
Your well-being always comes first. A fair refund if you have to stop.
Your health is our absolute priority. While GLP-1 medications are safe and effective for most, every individual is different. If you experience severe side effects, we have a straightforward and fair policy.
Here's our commitment to your safety:
- If you and your Voy Doctor agree that you must discontinue the program due to medical side effects from your prescribed GLP-1 medication, you are eligible for a partial refund.
- Our program fee includes medication, which is delivered to you on a monthly basis.
- We will refund you for all medication shipments that have not yet been dispatched to you.
- Please note: For safety and regulatory reasons, the cost of medication that has already been delivered cannot be refunded.
How to Claim & The Details
This Offer Is Not Available To:
- Members who cancel their program before its completion date for non-medical reasons.
- Members who are found to be medically ineligible for GLP-1 medication during their initial doctor consultation (in this case, you will receive a full refund as per our standard policy).
General Conditions and Limitations
- This promise is applicable only to members enrolled in a Voy 6-month GLP-1 based therapy program and is non-transferable.
- Eligibility for a refund is contingent upon adherence to your care team's guidance and good-faith participation in the program.
- Voy reserves the right to investigate any claim to protect against fraud or abuse. The promise is void if there is any evidence of such activity.
- Limit one refund per customer.
- The terms of The Voy Promise are subject to change without notice. All decisions made by Voy regarding refund eligibility are final.
How Your Refund Is Calculated
For the Performance Promise, the refund is prorated based on your weight-loss shortfall against the 10% goal, calculated on the total program fee minus the price/MRP of all medication that has already been dispatched to you. For the Safety Promise, the refund covers all medication shipments not yet dispatched. Our team will provide a clear, itemised statement with your refund.
How to Request a Refund
If you meet the eligibility criteria for either promise, please email [email protected] with the subject "Voy Promise Refund Request" within 30 days of your program's end date. Your request must include:
- Your order number
- An up-to-date, full-length photograph wearing fitted clothing
- A short video of your final weight reading on the Voy Smart Scale
Our team will review your app data alongside the submitted evidence to verify adherence and process your request promptly.
