Terms of Sale - Ultrahuman M1 (UAE)

Ultrahuman Healthcare SP LLC (a wholly owned subsidiary of Ultrahuman Healthcare Private Limited (India) is a company duly incorporated in Abu Dhabi having its registered office at 4th floor, Etihad Airways Center, Al Raha, Al Muneera, Abu Dhabi, UAE (“Ultrahuman”, “us”, or “we”). We own and operate the Ultrahuman mobile application (the “App”) and our website available at https://ultrahuman.com (“Website”) (the App and Website collectively, the “Platform”). The Platform is wholly owned, managed and operated by us.

These Terms apply to the sales contract between you and us, along with the FAQs, Privacy Policy and Terms of Use as available on the Website.

ULTRAHUMAN M1 LIVE

Your Ultrahuman M1 Live kit contains:

1. CGM Sensors (third-party manufactured sensors in their original packaging);
2. A set of hypoallergenic adhesive patches to secure the sensor;
3. Sanitising wipes;
4. Information leaflets;
5. Ultrahuman App;
6. Access to Digital Content;
7. Access to Performance Coaches;
8. Other features.

PLACING AN ORDER, ORDER ACKNOWLEDGEMENT AND ORDER ACCEPTANCE

To place an order for any plan of Ultrahuman M1 Live, kindly visit the Website, fill your personal details such as name, email id, address, phone number, and other information in the order form as available on the Website, confirm your acceptance to these Terms, add the Ultrahuman M1 Live plan as per your choice to your shopping cart, check out (using your chosen payment method) with your account ID or as a guest customer, and have your Ultrahuman M1 Live kit shipped to you or to a person designated by you in accordance with these Terms and shipment notification as provided by Ultrahuman.

Alternatively, you can email us on cyborg@ultrahuman.com and an Ultrahuman representative will assist you through the order process. Once you have placed your order, we will provide you with a web order number. Within a few minutes after we receive your order, we’ll email you an order confirmation.

PRICING, PRICE CORRECTIONS, DUTIES AND TAXES

Ultrahuman at all times reserves the right to change the prices for the Ultrahuman M1 Live displayed on its Website and to correct any pricing errors that may inadvertently occur. Any price changes will not affect an order that has already been accepted by Ultrahuman. In the event of a pricing error, we will notify you of the error (via email) and allow you to either proceed with the transaction at the correct price or cancel your order at no cost to you.

All orders are acknowledged at current pricing. We will bill at price in effect at the time of receipt of money and raising of an invoice.

Our prices are exclusive of applicable taxes in UAE. The applicable taxes, shipping and handling charges are given at the time of check out and you will know about this before making payments.

SHIPPING AND DELIVERY

We will make best efforts to deliver the Ultrahuman M1 Live kit to you within 7 (seven) days from the date of receipt of your order and a payment confirmation from your account subject to stock availability. In case of monthly subscription, we should be able to ship you the order every 30 (thirty) days. The estimated arrival or delivery date is not a guaranteed delivery date for your order, and you agree that we are not liable for late deliveries. We will keep you updated on any adjustments to the delivery schedule. Please note that the actual delivery of your order can be impacted by many events beyond our control and we shall not be held liable for the same. We will, however, notify you of any significant delays, and work with you to ensure a smooth delivery. We will not be liable for late deliveries by the parcel providers or in case of force majeure at our end or delivery parcel provider’s end or IT systems disruption.

Once your order ships, you’ll receive an email containing your order details, courier and tracking information. If ordering as a gift, you may wish to provide your own email address and not the address of the recipient. Make sure that the email address on your order is correct. If you do not receive the emails, check your spam folder.

The risk of loss or damage to the Ultrahuman M1 Live kit shall pass to you when you, or a person designated by you, acquires physical possession of the Ultrahuman M1 Live kit. We are not responsible if the Ultrahuman M1 Live kit is lost or damaged after delivery to you or the person designated by you.

IMPORTANT NOTICE: Check Expiration Date Before Using Sensor.

Please check the expiration date on your sensor box before using the sensor device. If the expiration date has already passed, please refrain from using the sensor and contact us immediately. Ultrahuman is not responsible for any adverse effects resulting from the use of an expired sensor. We kindly ask that you use the sensors before the expiration date to ensure optimal performance and safety. Ultrahuman M1 Live kit will not be replaced or refunded if the CGM has expired or CGM is near its expiry date.

CHANGES TO YOUR ORDER

We may be unable to accept any changes to your order in the following circumstances, (i) once you receive a shipment notification i.e. when the Ultrahuman M1 Live kit has been prepared for shipping, or the Ultrahuman M1 Live kit has been shipped. Once you receive a shipment notification, we may be unable to change the delivery address as well. Prior to receipt of the shipment notification by you, you may update your order details by writing to us at cyborg@ultrahuman.com.

PAUSE OR CANCELLATIONS

If you’re looking to skip/delay, or pause your subscription, please reach out to cyborg@ultrahuman.com. Please note, we cannot offer any partial or full refund as the plans are non-cancellable and non-refundable. Your plan will get cancelled by the end of its term.

You may cancel the order any time before you receive a shipment notification by writing to us at cyborg@ultrahuman.com. A refund will be issued to the original payment method. However, once the CGM has been used or paired with the Ultrahuman App, the order cannot be cancelled and payment cannot be refunded even partially as the plans are non-cancellable and non-refundable. Your plan will get cancelled by the end of its term.

DAMAGED OR FAULTY CGM

Non-UltrahumanX Users:

In the rare event that the CGM is accidentally damaged in transit to you, we will happily replace it with another unit of the CGM device, provided the damage is notified to us within 24 (twenty-four) hours of delivery of your CGM, via an email to cyborg@ultrahuman.com with a picture of the damaged CGM. The request will, however, be entertained once an Ultrahuman team member has checked and determined the same at his own end.

In case you feel there’s something wrong with your CGM, please get in touch with our support team at cyborg@ultrahuman.com and they will help diagnose and solve the issue. In the rare event that the CGM is faulty (for no fault or reason attributable to the user), we will happily replace it with another unit of the CGM device provided the faulty CGM is notified to us within 14 (fourteen) days of use of your Third-Party Device, via an email to cyborg@ultrahuman.com with pictures of the faulty readings. The request will, however, be entertained once an Ultrahuman team member has checked and determined the same at his own end.

UltrahumanX users:

We will replace the sensors if the CGM sensor is accidentally damaged in transit to you or in the rare event that the sensor is faulty, in both instances for no fault or reason attributable to the user, when notified to us within 14 (fourteen) days of use. Write an email to Priority Support at cyborg@ultrahuman.com.

RETURNS AND EXCHANGES

Ultrahuman M1 Live cannot be returned, refunded or exchanged with another product or service available for sale on the Website.

In case you feel that the Ultrahuman M1 Live kit received is not as shown on the Website, you must email your concern to us at cyborg@ultrahuman.com within 24 hours of receiving the order. After looking into your complaint we will take an appropriate decision in our sole discretion.

REPLACEMENTS

Ultrahuman M1 Live kit will not be replaced or refunded under the following circumstances:

1. Physical damage not notified within 24 hours of receiving the product.

Please note, all UltrahumanX users can avail replacement even after 24 hours if the CGM sensor is accidentally damaged in transit to you by writing to Priority Support at cyborg@ultrahuman.com.

1. Any intentional damage caused by the user or damage caused by not following the sensor application instructions properly such as including not shaving the area clean of any hair strands before applying the sensor, not air drying the area after applying the sanitising wipes and before applying the sensor to the arm, and other application instructions;
2. Faulty CGM not notified within 14 days of use.
3. CGM has expired or CGM is near its expiry date;
4. Accidental knock-offs such as during workouts, swimming, and bathing, as well as impacts from external forces and sweat.

Please note, all UltrahumanX users can avail replacement for accidental knock-offs during workouts, swimming, bathing, as well as impacts from external forces and sweat, by writing to Priority Support at cyborg@ultrahuman.com.

Subject to the Replacement clause above, we retain the right to limit replacement only up to 2 sensors per user in a calendar year. Upon receiving a replacement request, we may verify the reported issues to ensure their accuracy and compliance with our policies.

For any remaining faulty or defective sensors beyond the two-replacement limit, we retain the right to provide a refund for the amount paid. Users are responsible for promptly returning the defective sensors to us, following the specified return procedures. Refunds will be processed upon successful verification of the reported defects.

Users are expected to cooperate fully with the return process, providing accurate information about the issues and adhering to any additional conditions outlined by us. Any abuse of the replacement policy may result in the denial of replacement requests or refunds. Our decision on replacements and refunds is final.

UltrahumanX is not backwards compatible i.e if you buy UltrahumanX after you have an issue with the sensors, we are not obligated to replace such sensors that you bought before buying UltrahumanX.

UltrahumanX is available for purchase only to buyers in India and UAE. We will soon be extending this to other geographies. Once we do, we will inform you via your chosen mode of communication.

UltrahumanX benefits can be availed only with a valid UltrahumanX subscription which is valid for one year from the date of purchase.

UltrahumanX plans will be serviced only within the geographical region in which the original purchase of UltrahumanX plan occurred. The UltrahumanX plan is non-transferable across different geographical locations. Any claims related to the UltrahumanX plan must be initiated and carried out within the same region as the original purchase. Transferring the UltrahumanX plan to another geographical location is not permitted and may result in the termination of the plan without any entitlement to a refund or coverage. It is the responsibility of the plan holder to ensure compliance with this geographic limitation.

Please note that benefits under UltrahumanX plan are not shareable. The benefits and advantages of the plan are exclusively applicable to the purchaser and cannot be shared with others.

INTELLECTUAL PROPERTY AND WARRANTY

Do note, we do not manufacture nor have any intellectual property or other rights, title, or interest in the CGM device and all such rights, interests, and titles in such CGM device vest strictly with the relevant manufacturer and its licensees. Please see the CGM’s original packaging for more information in this regard. Therefore, Ultrahuman does not provide warranty of any kind whatsoever for the CGM device. The use of the third-party sensor is at your sole risk and responsibility and we are not liable for any issues or injuries arising out of or related to the sensor.

ORDER CANCELLATION BY ULTRAHUMAN

Ultrahuman is entitled to cancel the order under following circumstances:

1. you do not pay the price in case of a price correction;
2. we cannot fulfil the order based on circumstances outside of our control;
3. the CGM devices are out of stock or are not manufactured anymore;
4. you refuse or fail to provide necessary cooperation;
5. the costs of fulfilling the order increased substantially between the date of payment and the date of delivery of the goods; and
6. For any other reasons in our sole discretion.

CONSUMER DISPUTE RESOLUTION

If you are dissatisfied with the purchase, you should first contact us to settle the case amicably to your full satisfaction. Please write to cyborg@ultrahuman.com with cc to legal@ultrahuman.com.

You may also contact us at the address mentioned above or chat with us on our Website and related mobile application.