Terms and conditions
By using elevren.com, the Elevren assessment or the patient portal, you agree to these terms. This page also explains how we handle your information and our shipping and refund policies.
Our service
Elevren provides online hair-loss care in Pakistan: an assessment, dermatologist review, a recommended treatment kit where suitable, and ongoing check-ins through your patient portal.
Assessment
Every submitted case is assessed by a dermatologist within 24 hours.
Medical information
Any automated overview prepared from your answers is not a diagnosis, a dermatologist review or a treatment decision. A dermatologist decides whether a treatment is suitable for you. Results vary by patient and are not guaranteed. Our service is not for emergencies; for urgent symptoms, seek local medical care.
Eligibility and your information
You must be 18 or older, or have a parent or guardian act for you. Give accurate and complete answers, including your medical history and medicines, because your care depends on them. Keep your sign-in details private.
Prices and payment
All prices are in Pakistani rupees (PKR). Your recommended plan, price and any delivery charge are shown before you pay. Payment is taken through our payment provider's secure checkout; we do not see or store your card details. Laboratory fees, if blood tests are needed, are separate.
Your order is paid in two parts. The first part is paid online through Safepay when you place the order. The remaining amount, shown at checkout as the amount due at delivery, is paid in cash to the courier when your order arrives. Delivery is free. If you refuse the parcel at the door and do not wish to continue, the order is cancelled and we refund your online payment less Rs 300 return shipping. If the courier cannot reach you after its delivery attempts, or we cannot deliver for a reason on our side, for example a damaged or wrong item, a lost parcel or a clinical hold, and the order is cancelled, we refund your online payment in full. Refunds are made to the original payment method. Monthly refills follow the same two-part payment with delivery included, and nothing is charged automatically.
Shipping policy
We deliver within Pakistan.
Once a case is approved and your payment is confirmed, your prescribed products are prepared and shipped within 48 hours. We do not dispatch before payment.
Any delivery charge is shown before you pay. Tracking details are shared through your patient portal or WhatsApp once your order ships.
Please check your name, address and phone number before you pay. Check your parcel on arrival and tell us at once if it is damaged or incomplete.
Refund and return policy
A refund is available if the product arrives broken or damaged, or if your prescribed products are not delivered.
Any product that has been used is non-refundable.
To ask for a refund, raise a support ticket in your patient portal or call 0328 7048708, with your order details and, for a broken product, a photo.
Approved refunds are paid back to the original payment method.
If a treatment does not suit you, raise a ticket so a dermatologist can review it and advise a different next step. For a severe reaction, stop using the product and seek local medical care.
Acceptable use
Do not misuse the site, attempt to access other people's records, or upload content that is unlawful or not yours to share.
Privacy policy
We collect the answers and scalp photos you provide to support your hair-loss assessment and dermatologist review. We also hold your name and contact details, delivery address, any blood reports you upload, your treatment plan and notes, and your order and payment records. Card details are entered on our payment provider's checkout and are not stored by Elevren.
We use this information to assess your case, provide dermatologist review and ongoing care, prepare and deliver your order, answer support requests, keep the service secure, and meet legal obligations.
Google may process this information to prepare an automated overview. This overview is not a dermatologist review or treatment decision.
Authorized members of the care team may access your information to provide care. We share only what is needed with the pharmacy, courier and payment provider that fulfil your order, and with service providers that host our systems. We do not sell your information.
Your care record is kept so the clinician reviewing your next step can see earlier photos, reports and notes, and for as long as the law requires.
You can ask to see or correct your information by calling 0328 7048708 or raising a ticket in your patient portal.
For privacy questions, contact us at Plot 04, Street 07, Sector G, Bahria Enclave, Islamabad, Pakistan.
Liability
To the extent the law allows, Elevren is not liable for indirect or consequential loss arising from use of the service. Nothing in these terms limits a right you have under the laws of Pakistan that cannot be limited.
Changes and governing law
We may update these terms; the version on this page applies when you use the service. These terms are governed by the laws of Pakistan.
Contact
0328 7048708 · Plot 04, Street 07, Sector G, Bahria Enclave, Islamabad, Pakistan