Refund Policy

This Refund Policy explains when refunds are available for payments made on RadFAQS and how to request one. It applies to every payment you make to RadFAQS, whether for a booking commitment fee or a scan guide call. The policy sits alongside our Terms of Use and Privacy Policy.

All payments on RadFAQS are processed by Paystack. Prices are shown in Nigerian Naira (₦) and are inclusive of applicable taxes unless stated otherwise. RadFAQS does not collect payment for the diagnostic procedure itself — the procedure fee is paid directly to the diagnostic center at the time of the scan.

When our team reaches a center that isn't a RadFAQS partner yet on your behalf, we charge a ₦3,000 help fee. It covers the work of arranging your appointment with the diagnostic center. We only charge it after your appointment time has been confirmed.

The help fee is not payment for your scan. You pay the center directly for the scan, at the center's price.

The help fee is not refundable once paid. This applies whether or not you attend the appointment.

If the center cancels or moves your appointment, we will rebook you at the same center or another listed center at no extra fee.

We only refund the help fee if:

• You were charged twice for the same booking.
• A fault in RadFAQS's own system meant we could not deliver the booking you paid for.

The diagnostic center is responsible for your appointment on the day, including waiting times, delays, the scan itself and your results. RadFAQS arranges the booking but does not control how a center runs its day, and is not responsible for delays at the center. We do not guarantee that the center keeps to the agreed time, or the quality of its scan or report, and these are not grounds for a refund of the help fee.

Scan guide call fees reserve a radiographer's time. They are non-refundable once the call has been scheduled or completed.

If the radiographer fails to attend a scheduled call, or if a technical failure on our side prevents the call from taking place, we will either reschedule the call at no extra cost or refund the full fee — your choice.

If you believe you are entitled to a refund under this policy, email us at refunds@radfaqs.com within 14 days of the payment. Please include:

• Your full name and the email address used to pay.
• The Paystack reference or RadFAQS booking reference.
• The reason you are requesting a refund.

We aim to acknowledge every refund request within 2 business days and to issue a decision within 5 business days. If approved, the refund is sent back to the original payment method. Allow 10–15 business days for the refund to reflect in your account — the exact timing depends on your bank and on Paystack's settlement schedule.

We'd much rather sort a refund out directly than have it come through as a chargeback — please email refunds@radfaqs.com first. If a chargeback is raised before you contact us, we will cooperate fully with your bank and Paystack and provide the transaction records on file.

We may update this Refund Policy as the service evolves. Material changes will be communicated by email or in-app notice before taking effect. The version in force at the time of your payment is the one that applies to that payment.

Refund requests: refunds@radfaqs.com.
All other questions: support@radfaqs.com.