LinX CGM Sensor Replacement Policy

Our Commitment to Fair, Reliable, and Patient-Centered Support

At Diabetes Cloud, our mission is to provide advanced diabetes technologies that combine innovation, reliability, and affordability, ensuring that patients have access to solutions that truly improve their quality of life.

This policy has been established to clearly define the framework for sensor replacement, with the goal of delivering a fair, transparent, and professional experience for every user. It is designed to protect user rights, ensure consistency in service, and maintain the highest standards of support.

We recognize that every user’s experience is unique. Therefore, this policy carefully distinguishes between genuine product-related issues and cases resulting from misuse or improper handling, ensuring that responsible users are never disadvantaged. At the same time, we apply a level of flexibility and understanding, particularly for new users, pediatric cases, and varying real-life usage conditions, where learning curves and environmental factors may impact performance.

Our approach is built on balancing accountability with fairness — avoiding the misuse of replacement privileges while fully supporting users who experience legitimate issues. This ensures sustainability of service without compromising on customer care.

This policy is implemented to guarantee the best possible user experience, and is fully aligned with and supported by the sensor manufacturer, ensuring that all decisions are based on validated technical standards and clinical reliability.

At Diabetes Cloud, we are committed not only to delivering technology, but to providing a complete, trustworthy, and patient-centered experience.

How to Submit a Replacement Request

To proceed with a replacement request, please follow these simple steps:

• Access and complete the Quality Control (QC) form.
• Enter your basic details, including your name and your LinX account email
• Upload a screenshot of the LinX app home page showing your readings, including the sensor serial number and the glucose curve.
• Submit the form
  

Important Note: Please report any issue through the QC process as soon as possible, ideally before removing the sensor.

Once your request is submitted, our Customer Support Team will promptly review your case, analyze the provided data to determine the root cause of the issue, and provide a response within 24 working hours with the appropriate resolution.

Eligible Cases for Replacement

A sensor may qualify for free replacement under the following conditions:

• Failure to activate despite correct installation and use of a compatible device
• Verified technical malfunction, including unexpected shutdown, error messages, or performance failure confirmed by support review
• A deviation exceeding 20% between sensor readings and blood glucose measurements, provided that the comparison is performed under stable glucose conditions within the normal range (70–180 mg/dL), avoiding periods of rapid glucose change, and in full compliance with recommended calibration procedures and usage guidelines.
• Cases supported by app data and evidence submitted through the QC process

Calibration & Accuracy Conditions

The sensor is factory-calibrated and designed to provide accurate readings without the need for routine calibration. However, calibration remains an optional feature that may benefit some users when used correctly. Improper or excessive use of calibration is one of the most common causes of inaccurate readings and may negatively affect system performance.

To ensure accurate evaluation of performance, the following conditions must be met:

• Calibration should not be performed within the first hours after installation
• Calibration should not be repeated excessively within the same day
• Avoid calibration during rapid glucose fluctuations (high or low trends)
• Calibration must be performed when glucose levels are stable and verified by a reliable blood glucose measurement

Important Note: Calibration must not be performed without prior consultation with the Customer Support Team. This ensures proper guidance and correct execution of the process. Failure to follow this requirement, including excessive or improper calibration, may affect your eligibility to claim your rights under this policy.

Non-Eligible Cases

Replacement will not be provided in the following situations:

• Improper skin preparation (e.g., use of non-medical products such as perfumes, wet wipes, or unsuitable disinfectants)
• Exposure of the adhesive to substances (e.g., shampoo, oils, or chemicals) that may affect adhesion
• Physical damage due to impact, falling, or injury
• Sensor removal, loss, or premature detachment not related to product defect
• Incorrect application leading to bleeding or improper insertion
• Application on unsuitable skin areas (e.g., irritated skin, scars, tattoos, allergies, or inflammation)
• Use of unauthorized patches or adhesives over the sensor
• Failure to rotate application sites properly
  

Review & Decision Process

All requests are subject to technical review by our Customer Support Team in coordination with manufacturer guidelines. Decisions are based on:

• Submitted data and evidence
• Device performance logs
• Compliance with usage and calibration guidelines

Each case is evaluated individually to ensure fairness and accuracy in the final decision. Based on the case assessment, the resolution may be provided either as a replacement or as compensation for the unused portion of the sensor’s intended wear period.

Where compensation is applicable, it will be processed automatically and applied to your next order without any further action required from your side, in accordance with the standard terms of our shipping policy.

Disclaimer

Diabetes Cloud reserves the full right to review, approve, or reject any replacement request based on compliance with this policy and the supporting evidence provided. Approval of replacement is strictly limited to cases that meet the defined technical and usage criteria.

This policy is designed to ensure fair access to support, prevent misuse, and maintain the highest level of service for all users. While flexibility may be applied in certain cases—particularly for new users or special conditions—this does not constitute a guarantee of replacement.

By proceeding with a replacement request, you agree to share your sensor data with our team for the purpose of reviewing your case and providing support. You may cancel data sharing at any time, and access will be removed once your case is closed. For more details, please refer to our Privacy Policy.

By submitting a request, the user acknowledges and agrees to all terms outlined in this policy, including the review process and final decision.