At Kwagga Mall X-Rays, we are committed to providing high-quality diagnostic imaging services and ensuring transparency in all our transactions. This Refunds Policy outlines the conditions under which refunds may be granted for X-ray services, medical aid claims, and appointment cancellations.

By using our services, you agree to the terms outlined below.

1. General Refund Policy

• X-ray services are non-refundable once the scan has been performed.
• Refunds will only be considered in cases where a billing error, duplicate charge, or service cancellation is applicable.

Refunds cannot be issued if a patient is dissatisfied with the medical findings of the scan or if a doctor does not require the X-ray after it has been performed.

2. Refund Eligibility & Conditions

Refunds may be issued in the following cases:

2.1 Billing Errors & Duplicate Payments

• If you are overcharged due to a system error or a duplicate payment is processed, a full refund will be provided.
• Refund requests for billing errors must be made within 7 days of payment.

2.2 Service Cancellation (Before the Scan is Conducted)

• If you cancel your appointment at least 24 hours in advance, you may be eligible for a full or partial refund.
• If cancellation is made less than 24 hours before the scheduled scan, a cancellation fee may apply. (Confirm with client: Does the company charge a cancellation fee? If so, how much?)

2.3 Medical Aid Refunds

• If your medical aid rejects a claim and you have already paid for the service, we will provide an invoice for you to claim reimbursement directly from your provider.

Refunds from medical aid payments are subject to medical aid approval and may take additional processing time. (Confirm with client: Does the company process medical aid refunds, or should patients claim directly?)

3. Non-Refundable Circumstances

Refunds will not be granted in the following cases:

• If an X-ray scan has already been completed, even if the patient no longer requires the results.
• If a patient is dissatisfied with the outcome of the scan or the diagnosis provided by their doctor.
• If a patient fails to show up for their appointment without prior cancellation.
• If a medical aid partially covers the cost but does not reimburse the full amount.
• If a patient refuses to complete the scan after payment has been made. (Confirm with client: Does the company allow rescheduling instead of refunding?)

4. Refund Request Process

If you believe you are eligible for a refund, follow these steps:

Submit a Refund Request

• Email info@kwaggamallxrays.co.za or visit our reception desk with your refund request.
• Provide proof of payment, invoice number, and reason for the refund request.

Processing Time

• Refund requests are reviewed within 7 business days.
• Approved refunds will be processed within 10-14 business days via the original payment method. (Confirm with client: Do refunds take longer for medical aid claims?)

Confirmation & Resolution

• Patients will receive an email or SMS confirmation once the refund is processed.
• If a refund is denied, a written explanation will be provided.

5. Payment Methods & Refund Processing

• Cash Payments: Refunds are processed via bank transfer (proof of banking details required).
• Medical Aid Payments: Refund processing time depends on the medical aid provider’s policies. (Confirm with client: Does the company refund cash payments instantly, or do they require a review period?)

6. Changes to This Refunds Policy

Kwagga Mall X-Rays reserves the right to update this policy at any time to reflect operational changes. Updates will be posted on our website, and continued use of our services indicates acceptance of the revised policy.

Last Updated: [10 March 2025]

7. Contact Us for Refund Requests

For refund inquiries, contact our billing team at:

• Address: Kwagga Mall X-Rays, Mpumalanga
• Phone: 013 986 0100
• Email: info@kwaggamallxrays.co.za