A refund will be issued in the following circumstances:
1. No Images Provided
If no scan images or imaging files have been uploaded or received, we will contact the patient to request the required files. The patient must provide the missing images within 48 hours of placing the order. If the images are not received within this timeframe and the radiologist is unable to proceed with the review, the order will be cancelled and a full refund will be issued.
2. Images Cannot Be Read
If the submitted images or files are corrupted, inaccessible, incompatible with our systems or otherwise unreadable, we will notify the patient and request that the images be resubmitted in an acceptable format.
The patient must provide the corrected images within 48 hours of our request. If suitable images are not received within this timeframe and the radiologist is unable to proceed, the order will be cancelled and a full refund will be issued.
3. Insufficient or Incomplete Diagnostic Images
If the submitted images are insufficient for a meaningful radiological review, do not adequately cover the relevant anatomical area, or are missing necessary sequences or views, we will inform the patient and request any additional images that may be available.
The patient will have 48 hours from our request to provide the required additional images. If the necessary images are not received within this timeframe and the radiologist is unable to complete the requested review, the order will be cancelled and a full refund will be issued.
4. Radiologist Unable to Provide an Opinion
In some circumstances, a radiologist may determine that it is not possible to provide a reliable second opinion based on the images, clinical information or other materials supplied.
If the radiologist confirms that an opinion cannot be provided and no substantive second-opinion report can be completed, the patient will be eligible for a full refund.
5. Duplicate Payments Made by Mistake
If a patient accidentally makes more than one payment for the same order, they should contact our support team as soon as possible and provide the relevant payment details.
Once the duplicate payment has been verified, the additional payment will be refunded to the original payment method. The refund will apply only to the duplicate payment, and the original payment for the order will remain valid.
Processing times may vary depending on the payment provider and the patient’s bank.
Approved refunds will be initiated within 7 to 14 days of confirmation of the cancellation or refund approval and will normally be returned to the original payment method. The time required for the funds to appear in the patient’s account may vary depending on the payment provider and the patient’s bank.
Where part of the service has already been completed, any applicable refund will be assessed fairly, taking into account the work undertaken and any relevant legal requirements.
Where further information or replacement images are required, we will notify the patient and provide an opportunity to submit the necessary materials within the applicable 48-hour timeframe.
If the required information or images are not received within this period, the order will be cancelled and a full refund will be issued in accordance with this policy.
Patients are responsible for ensuring that the correct images and any requested additional information are provided within the specified timeframe.
If you have any questions about this policy or believe you are eligible for a refund, please email our support team at
contact@secondopinionradiology.co or call us at
020 3318 0915
Note
This policy does not affect any statutory rights that consumers may have under applicable UK law.
