Xinera by FoodTrack

Refund and Exchange Policy

Commercial no-refund policy and device exchange process for verified quality issues.

Effective date: 17 July 2026 Last updated: 17 July 2026 Operator: Bay Technologies Limited, Hong Kong Brands: Xinera by FoodTrack • Xinera • FoodTrack Core position: No refunds except where required by law; quality-defect exchange during the active membership period

Core policy. All sales are final and non-refundable except where applicable law requires otherwise. For an eligible device quality issue, our voluntary remedy is exchange—not refund—while the relevant membership remains active.

1. Scope

This Refund and Exchange Policy applies to memberships, subscriptions, digital services, smart devices, accessories and related purchases offered by Bay Technologies Limited under Xinera by FoodTrack, Xinera and FoodTrack. It forms part of the Terms of Service.

If you purchased through an authorised partner, app store or marketplace, that seller or platform may administer billing, cancellation, returns or exchanges under its procedures. Mandatory consumer rights always remain applicable.

2. All sales are final; no change-of-mind refunds

Except where applicable law requires otherwise or where this Policy expressly states otherwise, all purchases are final and non-refundable. We do not provide full or partial refunds, credits or cash redemptions because you:

  • change your mind, no longer want or need the membership, or do not use some or all benefits;
  • forget to cancel before a disclosed renewal date;
  • are dissatisfied with a personal wellness outcome, estimated metric or recommendation;
  • choose an incorrect ring size, colour, model or delivery option, unless an exchange option was expressly offered at checkout;
  • experience incompatibility that was disclosed in the product requirements or caused by an unsupported phone, operating system, network or third-party service;
  • cannot redeem a partner benefit because you do not meet the partner’s disclosed eligibility, booking, location or availability requirements; or
  • find a lower price, promotional offer or alternative product after purchase.

This voluntary no-refund position does not apply to duplicate or incorrect charges verified by us, an order we cancel before fulfilment, a remedy we expressly promise in writing, or a refund that applicable law requires.

3. Membership cancellation and renewal

Cancelling an auto-renewing membership stops the next renewal charge. Unless required by law, cancellation does not terminate the current paid term early and does not create a prorated refund for unused time or benefits. You may continue to use the membership until its stated expiry date, subject to the Terms of Service.

You must use the cancellation method shown in your account, app store or order confirmation. Deleting the app, removing a device, closing an account or stopping use does not by itself cancel a subscription. If a platform bills you, manage cancellation through that platform where required.

If you believe a renewal was not properly authorised or disclosed, contact us or the billing platform promptly. Nothing in this Policy limits a right to dispute unauthorised or erroneous charges under applicable law.

4. Digital services and immediate performance

Digital features, content and services may become available immediately after purchase or activation. Where the law requires it, we will ask for your express request or consent to begin performance during a statutory withdrawal period and your acknowledgement of any resulting loss of a withdrawal right.

If applicable law allows withdrawal despite performance having begun, we may deduct or charge a proportionate amount for digital services already supplied, but only where the law permits and the required disclosures and consents were provided.

5. Voluntary device exchange for a quality issue

Our voluntary remedy for an eligible smart device or accessory with a verified quality issue is exchange, not refund. You may request an exchange at any time while the membership under which the device was purchased or supplied remains active and unexpired, provided all conditions in this Policy are met.

A “quality issue” means a defect in materials, manufacture or workmanship that causes the device to fail materially to perform an essential advertised hardware function under normal use and in accordance with the instructions. Examples may include a device that cannot power on, charge or pair because of an internal device defect, or a material sensor or component failure verified through troubleshooting or inspection.

Normal variation in an estimated wellness reading, a difference from another consumer device, or an outcome caused by fit, movement, physiology, environment, software configuration or known technical limitations is not by itself proof of a quality issue.

6. Conditions for an exchange

To qualify for our voluntary exchange programme:

  • the relevant membership must be active on the date you submit the claim;
  • you must be the original purchaser or authorised recipient and provide the account, order confirmation or other reasonable proof of entitlement;
  • you must notify us promptly after discovering the issue and before the membership expires;
  • you must complete reasonable remote troubleshooting and provide requested information such as the device identifier, photos, video, app or firmware version and diagnostic logs;
  • you must return the affected device and requested included parts using the authorised return instructions; and
  • the device must not be excluded under Section 7 below.

Do not send a device without return authorisation. Unauthorised shipments may be refused or delayed. The voluntary exchange right is personal, non-transferable and has no cash value.

7. What is not covered

The voluntary exchange programme does not cover:

  • change of mind; incorrect size, colour or model selection; discomfort, skin sensitivity or an allergic reaction not caused by a verified product defect;
  • loss, theft, misplacement or inability to return the device;
  • cosmetic wear, scratches, dents, coating changes or ordinary battery-capacity reduction that does not materially impair essential function;
  • damage caused by accident, impact, crushing, improper storage, liquid or temperature exposure outside published ratings, misuse, neglect, improper charging, incompatible accessories or failure to follow instructions;
  • damage or malfunction caused by unauthorised opening, alteration, repair, modification or removal or defacement of a serial number or identifier;
  • problems caused primarily by an unsupported handset, operating system, network, third-party app or service, account setting, user input or failure to install required updates;
  • aesthetic preferences, expected-versus-actual wellness outcomes, or readings within the device’s stated consumer-wellness limitations;
  • consumable items and hygiene-related items once opened, unless defective and covered by mandatory law; or
  • a claim submitted after the applicable membership expires, except to the extent a longer legal guarantee or other mandatory right applies.

8. How to request an exchange

Submit a request through the in-app Help or Support function or the customer-service contact published on our website. Include:

  • your name, account email and order or membership number;
  • device model, size and serial number or other identifier;
  • the date the issue began and a clear description of the symptoms;
  • steps already taken to troubleshoot; and
  • photos, video, screenshots or diagnostic information reasonably requested.

For a device that arrives visibly damaged, incomplete or different from the item ordered, notify us as soon as practicable and preferably within 7 days after delivery so that we can investigate with the carrier. This preferred notification period does not shorten any mandatory right.

9. Inspection and exchange decision

We may remotely diagnose the device or inspect it after return. We will determine in good faith whether the claim qualifies under this voluntary programme. If a verified eligible quality issue is found, we will exchange the affected device or defective component for the same model or, if unavailable, a functionally equivalent device of equal or greater value.

An exchange is subject to stock and delivery availability. The replacement device does not restart or extend the original membership or voluntary exchange period; coverage continues only for the remainder of the original active membership, unless mandatory law requires a longer period.

If no covered quality issue is found, we may return the original device to you. We will disclose any reasonable return-shipping or inspection charge before charging it, and only where permitted by law.

10. Shipping, customs and risk

For a verified eligible quality issue, we will cover reasonable standard return and replacement shipping using our authorised method. If you choose a different method or enhanced service without approval, we may not reimburse the additional cost.

You are responsible for packing the device securely, retaining proof of shipment and following shipping restrictions for batteries or electronics. Risk remains with you until the authorised carrier records receipt, except where applicable law provides otherwise. For cross-border exchanges, taxes, duties and customs procedures will be handled as required by law; contact us before shipping.

11. Data and device preparation

Before returning a device, sync any data you wish to retain, disconnect it from your account, remove personal accessories and perform a factory reset where possible. We are not responsible for data left on or lost from a returned or replaced device except where liability cannot lawfully be excluded. Returned devices may be tested, sanitised, reset, recycled or otherwise handled in accordance with law and our operational processes.

If the device is damaged in a way that may make it unsafe, stop using or charging it and contact us for special handling instructions. Do not ship a swollen, leaking, overheating or otherwise hazardous battery without instructions.

12. Gifts, bundles, vouchers and partner benefits

A device described as included, complimentary or gifted with a membership is not redeemable for cash and has no separate refund value. If it has a verified eligible quality issue, the exchange remedy in this Policy applies.

Membership vouchers, credits, discount codes and partner benefits are non-refundable, non-transferable and not redeemable for cash unless their specific terms or applicable law state otherwise. If a bundled transaction is lawfully cancelled or refunded, we may require return of included devices and benefits or deduct their disclosed value to the extent permitted by law.

13. Purchases through app stores or other sellers

Apple, Google, an authorised distributor, employer, insurer, corporate client or another seller may be the merchant of record. Its procedures may govern payment reversals, refunds and proof of purchase. Contact that seller first where directed by the purchase confirmation. We will reasonably assist with technical diagnosis and a device exchange where we are responsible for the device and the claim meets this Policy.

14. Mandatory consumer rights

Nothing in this Policy excludes, restricts or modifies a right or remedy that cannot lawfully be waived. Depending on where you live or where we direct sales, you may have statutory rights concerning faulty or non-conforming goods or digital services, legal guarantees, withdrawal from certain distance contracts, recurring billing, or remedies for a service not supplied with reasonable care and skill.

For example, consumers in the European Economic Area may have a 14-day statutory right to withdraw from many distance contracts and a minimum legal guarantee for faulty goods, subject to applicable conditions and exceptions. Those rights may require a refund, repair, replacement, price reduction or contract termination and may continue beyond an active membership period. If mandatory law provides a better remedy than this voluntary Policy, the mandatory law applies.

To exercise a mandatory right, contact us through the in-app Help or Support function or the contact details published on the applicable website and identify the country of purchase and the remedy requested.

15. Changes and contact

We may update this Policy prospectively. The version in effect when you purchased governs that transaction unless a later version is more favourable to you or a change is required by law. Material changes will be communicated as required by applicable law.

Questions or exchange requests should be submitted through the in-app Help or Support function or the customer-service contact details published on the applicable website’s Contact Us page.