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, a scan guide call, or a second-opinion report. 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 centre at the time of the scan.

When you book a scan through RadFAQS at one of our partner diagnostic centres, we charge a flat ₦1,500 service charge per booking. This fee covers the scheduling work we do on your behalf and the expedited-attention guarantee we negotiate with the partner centre.

This fee is non-refundable once your booking has been confirmed and the slot has been reserved, because the service you paid for — the scheduling and slot reservation — has already been delivered at that point. This applies whether or not you ultimately attend the scan.

We will refund the ₦1,500 in full if any of the following happens:

• We are unable to secure a slot for you at the partner centre.
• The partner centre cancels the booking and we cannot place you at an equivalent centre.
• You were charged twice for the same booking due to a technical error.
• A technical failure on our side prevented the service from being delivered.

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.

Second-opinion fees become non-refundable once a radiologist has claimed your case, because the reviewing time is committed at that point.

If you pay for a second-opinion report and no radiologist claims your case within the published turnaround window, you may request a full refund.

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.