Refund & Returns Policy

Clear, fair policies designed to protect both our patients and our commitment to quality healthcare services

Last Updated: December 2024

Policy Overview

At Curamed Healthcare, we are committed to providing exceptional diagnostic testing services. This policy outlines the terms and conditions for refunds and returns of our healthcare services, ensuring transparency and fairness for all our patients.

🕐 24-hour cancellation window for full refunds
🛡️ 100% refund for service failures
⚡ Fast processing within 5-7 business days
📞 Dedicated support for refund inquiries

Refund Eligibility & Scenarios

100% Full Refund

Full Refund

Eligible Situations:

  • Pre-Collection Cancellation: Appointments cancelled more than 24 hours before scheduled collection time
  • Service Failure: Our team fails to arrive for scheduled appointment without prior notice
  • Technical Issues: Equipment failure preventing sample collection
  • Duplicate Booking: Accidental double booking or duplicate payment
  • Medical Contraindication: Doctor advises against testing for medical reasons
  • Quality Issues: Sample contamination or processing errors due to our fault

Processing Time: 5-7 business days

Refund Method: Original payment method

Partial Refund

Partial Refund

Eligible Situations:

  • Same-Day Cancellation: Cancellation within 24 hours of appointment (75% refund)
  • Late Cancellation: Cancellation within 2 hours of appointment (50% refund)
  • Incomplete Test Package: If some tests in a package cannot be performed due to patient factors
  • Service Adjustment: If a less expensive test is substituted at patient request

Processing Time: 7-10 business days

Refund Method: Original payment method minus processing fees

No Refund Available

No Refund

Non-Refundable Situations:

  • Completed Services: Sample collection has been completed and sent to laboratory
  • Results Delivered: Test results have been processed and delivered
  • Patient No-Show: Patient unavailable at scheduled appointment time without notice
  • Medical Restrictions: Patient unable to provide samples due to personal medical conditions
  • Patient Change of Mind: After sample collection has begun
  • False Information: Incorrect patient information leading to service complications

Alternative Options:

• Reschedule appointment at no additional cost

• Credit toward future services

• Transfer to family member (with consent)

Corporate & Bulk Order Refunds

Corporate Account Terms

  • Advance Cancellation: 48-hour notice required for full refund on corporate bookings
  • Bulk Adjustments: Partial refunds available for reduced employee participation (minimum 70% completion required)
  • Contract Terms: Annual contracts may have specific refund terms outlined in service agreements
  • Group Changes: Employee list modifications allowed up to 24 hours before service date

Payment Processing

  • Corporate refunds processed within 10-14 business days
  • Credits can be applied to future services if preferred
  • Invoice adjustments available for ongoing contracts
  • Direct communication with dedicated corporate account manager

How to Request a Refund

1

Contact Us Immediately

Reach out as soon as possible through any of our contact channels:

  • 📞 Phone: +234 901 234 5678
  • 💬 WhatsApp: +234 901 234 5678
  • ✉️ Email: support@curamedhealthcare.com
  • 🌐 Online: Customer support portal
2

Provide Required Information

Have the following information ready:

  • Booking reference number
  • Patient name and contact details
  • Date and time of appointment
  • Reason for refund request
  • Payment method and transaction details
3

Review & Processing

Our team will:

  • Review your request within 24 hours
  • Verify eligibility based on our policy
  • Confirm refund amount and method
  • Provide written confirmation of approval
4

Receive Your Refund

Refund timeline based on payment method:

  • Bank Transfer: 3-5 business days
  • Credit/Debit Card: 5-7 business days
  • Mobile Money: 1-3 business days
  • Cash Payment: 5-7 business days via bank transfer

Important Terms & Conditions

Payment Processing Fees

Transaction fees charged by payment processors (banks, mobile money services) may be deducted from refund amounts for cancellations made less than 24 hours before appointment time.

Laboratory Costs

Once samples are submitted to our partner laboratories, processing costs are incurred and cannot be refunded. This includes situations where test results are not collected by patients.

Medical Consultations

Doctor consultation fees included in packages are non-refundable once the consultation has been conducted, regardless of test result collection.

Emergency Situations

In cases of medical emergencies or unforeseen circumstances, special consideration may be given. Contact our support team to discuss your specific situation.

Promotional Packages

Discounted or promotional packages may have specific refund terms that differ from standard policies. These will be clearly communicated at the time of booking.

Quality Guarantee

We guarantee the quality of our services. If you're unsatisfied with our service quality for reasons within our control, we will work to resolve the issue or provide appropriate compensation.

Exceptions & Special Circumstances

🏥 Medical Emergencies

If a patient is hospitalized or faces a medical emergency that prevents them from taking scheduled tests, we will provide a full refund or reschedule at no additional cost with appropriate medical documentation.

🌧️ Force Majeure Events

In cases of natural disasters, government restrictions, or other events beyond our control that prevent service delivery, patients will receive full refunds or service credits for future use.

🔧 Technical Failures

If our booking system errors result in incorrect bookings, duplicate charges, or other technical issues, full refunds will be processed immediately upon verification.

👨‍⚕️ Doctor Recommendations

If your doctor advises against certain tests after booking due to medical contraindications or drug interactions, we will provide full refunds with proper medical documentation.