The CLOCK Strategy® Coaching & Mentorship Engagement

Effective Date: [I15th July 2026]  |  Last Updated: [15th July 2026]

This is a working draft. Placeholders are marked in red and must be completed. This Policy must be read together with, and is subordinate to, your signed engagement agreement — have both reviewed by a licensed Indian advocate before publishing, since refund terms carry consumer-protection implications under Indian law.

Before reading this Policy, it is important to understand what The CLOCK Strategy® engagement is — and what it is not.

The CLOCK Strategy® is a coaching, mentorship, and implementation-advisory engagement. It is not a product purchase, and it is not a passive service delivered unilaterally by Transform Hospitals. Like any coaching or mentorship relationship, its outcomes depend jointly on:

•  Transform Hospitals' professional effort, expertise, and good-faith delivery of the agreed methodology, tools, and guidance; and

•  The Hospital's own interest, cooperation, decision-making speed, staff participation, and execution capability in implementing what is recommended.

Because outcomes are co-created rather than unilaterally delivered, this Refund Policy is deliberately narrow and conditional. It is not a general dissatisfaction refund, a change-of-mind refund, or a no-questions-asked refund. It exists specifically to address the scenario where Transform Hospitals itself is shown to have failed to deliver its side of the engagement in good faith.

A refund under this Policy may only be considered where Transform Hospitals' negligence in delivering the engagement is established. "Negligence" for this purpose means a demonstrable, material failure by Transform Hospitals to perform the core obligations expressly documented in the signed engagement agreement — for example, failing to conduct the agreed Audit, failing to deploy the Titans of 12 as committed, or failing to deliver the agreed 180-day plan without justifiable cause.

Negligence does not include, and no refund shall be considered on account of:

•  The Hospital's own failure to implement recommendations, attend sessions, provide requested data/access, or cooperate with the delivery team;

•  Slower-than-expected results where Transform Hospitals has performed its documented obligations in good faith;

•  External factors outside Transform Hospitals' reasonable control (regulatory changes, staff attrition at the Hospital, local market conditions, force majeure events);

•  General dissatisfaction, change of mind, or reassessment of priorities by the Hospital, absent a demonstrable failure by Transform Hospitals.

The burden of establishing negligence rests with the Hospital seeking the refund, and shall be assessed against the specific, documented commitments in the signed engagement agreement — not against subjective or informal expectations.

Where negligence on the part of Transform Hospitals is established in accordance with Section 2, any refund payable shall be subject to the following limits and deductions, applied to the total amount actually received by Transform Hospitals from the Hospital under the engagement ("Total Receipts"):

•  Applicable taxes (including GST) forming part of the Total Receipts shall first be deducted, as these are statutory dues and not retained by Transform Hospitals as fees;

•  An operational liability deduction shall then be applied, representing the actual cost already incurred by Transform Hospitals in delivering the Audit, diagnostic work, Titans of 12 time, materials, and any work product already delivered to the Hospital as of the date the refund is sought;

•  The resulting refundable amount shall not, under any circumstances, exceed 50% (fifty percent) of the Total Receipts after deduction of applicable tax.

For clarity, the 50% cap is a ceiling, not a default — the actual refund amount will be determined case-by-case based on the operational liability deduction described above, and may be lower than 50% depending on work already delivered.

Placeholder: if you have a fixed operational-liability formula (e.g., a fixed percentage per stage of the 180-day plan already completed), insert it here for clarity and consistency of application across cases.

A request for refund under this Policy must be submitted in writing within a window of

A request for refund under this Policy must be submitted in writing within a window of 15 to 30 days from the start date of execution of the association — i.e., the date on which the signed engagement agreement comes into effect. Requests submitted after this window shall not be considered under this Policy, regardless of the grounds cited.

The exact number of days applicable to your engagement (between 15 and 30) will be specified in your signed engagement agreement. Where the agreement is silent, the shorter 15-day window shall apply.

This means that acceptance of a refund is not a pause or a restart — it is a final exit from the Transform Hospitals community for that Hospital. Hospitals are strongly encouraged to raise concerns, request clarification, or seek course-correction from their assigned Titans of 12 well before considering a refund request, given this permanent consequence.

All access to Transform Hospitals materials, tools, the mobile app, WhatsApp community groups, and ongoing support shall be revoked with effect from the date the refund is processed.

•  Submit a written refund request to the Grievance Officer/contact point named in your engagement agreement, clearly stating the specific instance(s) of alleged negligence and the supporting basis;

•  Transform Hospitals will acknowledge the request and may seek additional information or clarification;

•  Transform Hospitals will assess the claim against the documented obligations in the signed engagement agreement and communicate its determination within

•  Transform Hospitals will assess the claim against the documented obligations in the signed engagement agreement and communicate its determination within [15-90 business days] of receiving a complete request;

•  Where a refund is approved, payment will be processed within

•  Where a refund is approved, payment will be processed within [15-180 business days] to the original payment source or bank account provided by the Hospital, and the permanent termination described in Section 5 shall take effect from the date of payment;

•  Where a refund is declined, Transform Hospitals will communicate the reasons in writing. This determination may be escalated in accordance with the dispute resolution clause of your engagement agreement.

The following are non-refundable under all circumstances, and are not covered by this Policy:

•  The free Clarity Call, which carries no fee;

•  The CLOCK Position Audit fee (₹20,000 + GST or as applicable), once the Audit has been conducted and the diagnostic report delivered, as this represents completed diagnostic work;

•  Any third-party costs already incurred on the Hospital's behalf (e.g., travel, materials specifically procured for the Hospital);

•  Amounts corresponding to work stages or milestones already completed and delivered, as determined under the operational liability deduction in Section 3.

This Refund Policy operates alongside, and is subordinate to, the guarantee and refund provisions set out in your signed engagement agreement and in Transform Hospitals' Terms and Conditions. Where the signed engagement agreement contains more specific terms applicable to your engagement, those specific terms shall prevail. This Policy is intended to provide the general framework and reasonable limits — the coaching/mentorship nature of the relationship, the negligence threshold, the deduction and 50% cap, the refund window, and the permanent-termination consequence — within which any Programme-specific refund clause operates.

This Policy is governed by the laws of India and is subject to the dispute resolution mechanism specified in your signed engagement agreement and Transform Hospitals' Terms and Conditions, including any arbitration clause agreed therein, seated at [Pune].

For any questions regarding this Refund Policy, or to submit a refund request, please contact:

Transform Hospitals

Email: [improvehospital@transformhospitals.com]

WhatsApp/Phone: [+91-9962416077]

Registered Address: [Gagan Utopia, Keshavnagar, Mundhwa, Pune, Maharashtra, India]

Legal note: This is a working template, not a substitute for advocate review. Before publishing: (1) fill in every red placeholder; (2) confirm the exact refund window (15 vs 30 days) and operational-liability formula you intend to apply uniformly; (3) ensure this Policy's wording is identical in substance to the refund clause in your standard signed engagement agreement, since inconsistency between the two is the most common source of client disputes; (4) consider having your advocate confirm this Policy's enforceability in light of Indian consumer-protection principles, given that courts sometimes scrutinise refund caps in consumer-facing service contracts even where the client is a business entity.