Replacement Policy - 16D CGM Customer Care Helpline: +91 8976023799 Email: info@mytracky.com Official Tracky Chatbot Support: Available through the designated support number QR Code: Scan the QR code below to connect with our Virtual Support Team and raise your request. Please contact our support team before initiating any sensor replacement. Our team will assess the reported issue and guide you through the applicable troubleshooting and replacement process. If you experience any issue with your Tracky CGM sensor and require assistance or a replacement, please contact our Virtual Support team through any of the following channels: Replacement Guidelines 1.Sensor falls off within the first 12 days of Installation. 2.CGM fails to collect or transmit data for more than 24 hours after troubleshooting has been performed by the Customer Support Team. 3.Continuous low or high reading by the sensor for more than 48 hours after troubleshooting has been performed by the Customer Support Team. 4.Abnormal trigger mechanism. The applicator launches automatically when twisting off the bottom cap.(*valid only in case of Virtual Installation). 5.The fallback mechanism is faulty. After implantation, a half-wall needle falls off from the applicator and leaves on the user body. (*valid only in case of Virtual Installation). 6.CGM readings consistently show a significant deviation (30 units above & below) from BGM readings for more than 2 consecutive days. (avoid comparison 1st 24 hours) Guideline for refund policy: 1.If the sensor falls off within 12 days of installation, the sensor will be eligible for replacement. Tracky CGM – Company Policy 1.CGM will be considered for replacement only when reported to Tracky within 24 hours of the fault observed. 2.Replacement/Refund is issued when sensor malfunction regardless of the usage with fluctuated reading. 3.If a sensor is damaged due to user error or user-related issues, no refund or replacement will be provided.If the sensor/device is damaged due to user error, improper application, accidental damage, misuse, or other user-related issues, no replacement or refund will be provided. 4.In case of reading difference, customers must verify readings using a clinically certified glucometer like Accu-Chek, Contour & One Touch etc. (Early Morning Fasting, 2 hours after Lunch/Dinner) and share the results. 5.If a customer faces any issue, they must contact the chatbot support first before removing the sensor. If the sensor is removed without contacting support, no refund or replacement will be given. Do not discard the product box or the applicatorʼs bottom cap, as both may be required for troubleshooting and replacement verification

New Phone Generation Disclaimer: In case of improper device placement or needle dislodgement, no replacement will be provided. Doʼs & Donʼts Doʼs For Free virtual Installation, customers must connect through the Customer Care Helpline Number +91 8976023799 or official chatbot support Line. Report any sensor or transmitter issue to within 24 hours Provide the 16D Device Serial Number for verification. Verify abnormal readings using a clinically certified glucometer (FDA/CE Approved) and share the results. Keep the 16D Device safe for replacement purposes. Contact the official chatbot support before removing the sensor. Donʼts Do not remove the sensor before contacting chatbot support. Do not expect replacement/refund after 12 days of use. Do not request replacement if the damage occurred due to user error/mishandling. Do not misplace the original box—replacement cannot be processed without it. Do not ignore verification steps (like glucometer comparison) when reading issues occur i.e. getting alerts for high and low readings. Policy Amendment and Modification Tracky reserves the right to amend, modify, update, revise, suspend, or discontinue any part of these Terms and Conditions, including the Replacement and Refund Policy, from time to time in accordance with the Company's business requirements, operational policies, applicable laws, regulations, and internal norms. Any such changes shall become effective as communicated or published by Tracky. Customers are advised to review the latest version of the applicable Terms and Conditions and Replacement Policy available through the Company's official communication channels.