Tracky CGM – Replacement Guidelines

A replacement may be considered under the following conditions:

• The sensor falls off within the first 3 to 4 days of installation.
• CGM has not collected any data for more than 48 hours.
• Continuous low or high readings are observed for more than 48 hours.
• The transmitter does not charge within 1.5–2 hours.
• While charging, the transmitter’s white light does not blink, turn blue, or show any light indication.
• The transmitter battery discharges during the 14-day sensor study.
• Replacement will be provided in the event that any issue occurs within 10 days from the date of application.

Tracky CGM – Replacement & Refund Policy

• CGM issues must be reported to Dr Store Tracky within 3 days of observing the fault.
• No replacement or refund will be provided after 10 days of usage.
• No replacement/refund will be applicable in cases of user-related damage, including:
• Sensor falling off post 4 days of application.
• Incorrect placement
• In case of reading differences, customers are required to verify readings using a clinically certified glucometer such as Accu-Chek, Contour, or OneTouch etc and share readings:
  • Early Morning Fasting
  • 2 Hours After Lunch
  • 2 Hours After Dinner
• CGM should not be worn during sauna sessions, steam baths, cryotherapy, ice baths, Jacuzzi use, or prolonged swimming.
• Customers must courier the faulty sensor/transmitter along with the original box for replacement verification. Courier charges must be borne by the customer.
• If the original box is misplaced, replacement will not be processed.
• Customers must contact official chatbot support before removing the sensor if there is an issue.
• If the sensor is removed without contacting support, no replacement or refund will be provided.
• In case of any CGM-related issues, the concern must be reported to Dr Store Tracky within 20 days from the date of application.

Support & Assistance

For virtual installation or technical support, customers may contact:

• Customer Care Helpline: +91 8976023799
• Email: info@mytracky.com

• Official Chatbot Support 

   

Disclaimer

• CGM readings do not represent direct blood glucose values; rather, they indicate the trends and patterns of glucose fluctuations over time.
• Medications or insulin dosage adjustments should not be made solely based on CGM readings unless advised or approved by a qualified healthcare provider.
• No replacement will be provided in cases of improper device placement or needle dislodgement.
• First-time users are advised not to perform self-installation. Any damage caused due to mishandling during installation will not be covered under replacement policy.

Precautions

• Before using the continuous glucose monitoring system, please read this manual. In case of any doubt, please consult healthcare providers or contact customer service personnel.
• Do not reuse the device. The device is designed for single use. Reuse may result in no glucose readings and infection. Not suitable for re-sterilization.
• Protect the product from accidental detachment. For a few people, the adhesive tape does not stick firmly enough on the skin, so the product can be fixed with external adhesive tape or bandage if necessary. If the adhesive tape of the product base is not firmly stuck to the skin, it may cause the sensor electrode to detach from the body, thus leading to the unreliable glucose data.
• Avoid excessive sweating caused by strenuous exercise. Sweating may affect the stickiness of the adhesive tape and cause the product to fall off. Product fault, poor contact, sweating and water seepage at the wearing site will cause abnormal data. When the receiving end continuously displays abnormality prompts, the product should be removed.
• If the user uses an insulin pump, the distance between this product and the insulin infusion site should be not less than 5 cm.

• The product is not intended for life-sustaining or life-supporting purposes. In the event of product failure, please remove the sensor without special intervention. In special cases, if the user feels unwell, it is recommended that a finger prick blood test be conducted to confirm the glucose level, as failure to do so may pose risks such as 

  hypoglycemia coma or long-term hyperglycemia leading to complications.

• If the patient's skin is damaged, scarred, red and swollen, or infected, it may affect the accuracy of continuous blood glucose monitoring.

• The distance between the receiver (that is, the smart device for which the APP is installed) and the transmitter should not exceed 6m, and the mobile phone should be always carried. If the APP loses contact, it will affect the prompting function, resulting in the failure to prompt 

  whether the blood glucose exceeds the preset range in time.

Do’s for Tracky CGM

• Contact customer support for virtual installation assistance if using the device for the first time.
• Report any sensor or transmitter issue within 3 days of application.
• Verify abnormal readings using a clinically certified glucometer and share the results.
• Keep the original sensor/transmitter box safe for replacement purposes.
• Contact official chatbot support before removing the sensor.
• Courier faulty devices if requested by the support team.
• After CGM installation, kindly apply the black adhesive patch over the device to enhance adhesion and help prevent the sensor from falling off, especially during the summer and rainy seasons, as humidity and moisture may affect device adhesion.
• In case of any skin irritation, it is recommended to use barrier wipes for added skin protection and comfort.
• If your readings go significantly above or outside your target range, please consult your healthcare provider promptly.
• Symptoms of hypoglycemia or hypoglycemia should never be ignored. If your Sensor glucose reading does not match how you feel, or if the reading does not include a number，it is recommended to confirm with a glucose meter test，in case of a blood glucose test, you should be aware that if you have severe anemia or abnormal hematocrit levels, the reliability of finger blood or venous blood measurements may be compromised, and please consult your healthcare professionals.

Don’ts for Tracky CGM

• Do not remove the sensor before contacting support.
• Do not discard the QR code available inside the sensor box before completion of the 14-day study.
• Do not expect replacement or refund after 10 days of usage.
• Do not request replacement for damage caused due to mishandling or user-related errors.
• Do not misplace the original box, as replacement cannot be processed without it.
• Do not ignore glucometer verification steps when receiving high or low glucose alerts.
• Do not wear the CGM during sauna, steam baths, cryotherapy, ice baths, Jacuzzi use, or Avoid prolonged swimming sessions exceeding 1.5 hours.
• Do not wear the CGM device during MRI, CT Scan, X-ray, or Sonography procedures.