Toothsi - Deficiency in Service Repeated Delays and Refusal to Refund

I am filing this complaint against Toothsi (MakeO) regarding the deficiency in service, repeated delays in treatment initiation, poor customer support, and refusal to cancel my treatment and refund my payment.

I enrolled for Toothsi's clear aligner treatment and made the required initial payment of ₹*,***. One EMI has also been deducted. However, despite the passage of considerable time, I have not received my aligners.

Throughout this period, I experienced repeated delays with different explanations, including waterlogging affecting production and delivery. Despite multiple follow-ups, no definite delivery date or written commitment was provided. When I requested details regarding the production status of my aligners, such as a production reference or order details, I was informed that no such information could be shared.

Another major concern has been the lack of customer support. My assigned Relationship Manager has been largely unreachable, and I had to repeatedly contact customer care myself for updates. This has resulted in a complete loss of confidence in the company's ability to deliver the promised treatment.

As I have not received the aligners and no treatment has commenced through aligner delivery, I informed the company that I no longer wish to continue with the treatment and requested cancellation of the remaining EMI along with a refund of the amount already paid.

Despite several discussions with their customer support and escalation team, I have repeatedly been told that a refund is not possible due to their internal policy. At the same time, they continue requesting me to accept delayed delivery instead of addressing my cancellation request. Even after multiple calls, they have not provided a satisfactory resolution or any written confirmation explaining why my request cannot be considered based on the facts of my case.

I respectfully request that the company:

Cancel my treatment immediately.
Cancel all remaining EMI obligations.
Refund the amount already collected from me, considering that I have not received the aligners and have lost confidence in continuing the treatment due to repeated delays and poor customer support.
Provide written confirmation of the cancellation and closure of my account.

I am approaching Voxya in the hope of resolving this matter amicably without the need for prolonged legal proceedings.