Return, Refund & Cancellation Policy

Effective: 14 July 2026 • Last updated: 14 July 2026

This policy applies to clinics whose payments to RadRelay are processed through our international payment partner, Payaza. It describes what we offer, how orders are delivered, and when a cancellation, return, or refund is available.

1. Description of Service

RadRelay is a cloud-based teleradiology platform. A clinic submits imaging studies (X-ray, ECG, MRI, or CT) together with relevant clinical information, and pays a fee for a licensed radiologist to review the study and deliver a professional radiology report as a finalized PDF. RadRelay does not sell or ship any physical goods — the product delivered is a professional report against a specific submitted study.

2. Delivery Policy and Turnaround Targets

Once payment is confirmed, your study is queued for radiologist review. Reports are delivered in-app and by the notification channels enabled on your account. Our turnaround targets, shown on your dashboard for every study, are:

• STAT — target 1 hour
• URGENT — target 6 hours
• ROUTINE — target 24 hours

These are service targets, not guarantees, as turnaround can be affected by radiologist availability, image quality, or incomplete clinical information. Where a report is not delivered within its turnaround target for a reason attributable to RadRelay (see Section 4), the affected study is eligible for a refund or account credit.

3. Cancellations

• A study may be cancelled for a full refund at any time before a radiologist has opened it for reporting.
• Once a radiologist has begun reporting a study, it can no longer be cancelled, as professional time has already been committed.
• Duplicate charges for the same study (e.g., a payment retried after a network error) are cancelled and refunded automatically or on request.

4. Refund Eligibility

Refunds (or account credit, at the clinic's choice) are available where:

• a study was charged but a report was never delivered due to a fault on RadRelay's side (e.g., a platform outage, an ingest or upload failure that prevented the study from being read);
• a report was not delivered within its turnaround target (Section 2) for a reason attributable to RadRelay;
• the clinic was charged more than once for the same study; or
• a study was cancelled in accordance with Section 3 before reporting began.

Refunds are not available where:

• a report was delivered and the clinic disagrees with the radiologist's clinical findings or professional judgment — this is a clinical, not a billing, matter and is handled through the in-app Request Amendment workflow on the finalized report;
• delay was caused by incomplete, unclear, or non-diagnostic images, or missing clinical history, submitted by the clinic; or
• the report has already been delivered and reporting was completed within the applicable turnaround target.

5. How to Request a Refund or Cancellation

Contact our support team at support@radrelay.org, quoting the study reference and reason for the request. We aim to acknowledge every enquiry within one (1) Business Day. Approved refunds are returned to the original payment method used at checkout, processed through Payaza back to the mobile money wallet, card, or bank account the payment was made from, and typically complete within 10 business days of approval, subject to the processing times of your mobile money operator or bank.

6. Cardholder and Payment Data

Card and mobile money payment details are captured and processed directly by Payaza's payment gateway, in line with PCI-DSS requirements. RadRelay does not store your full card number or mobile money PIN. Handling of any personal data collected during payment is described in our Privacy Policy.

7. Your Statutory Rights

Nothing in this policy limits any non-waivable consumer protection rights you may have under the applicable laws of your country.

8. Changes to This Policy

We may update this policy from time to time. Where appropriate, we will post the revised version with an updated "Last updated" date.

9. Contact

Email: support@radrelay.org • We respond to all customer enquiries within one (1) Business Day.