Refund Policy

CoreMed Solutions Ltd, trading as ScanAlign

Effective from: May 2025

Purpose of This Policy

At ScanAlign, we’re not just here to process bookings – we aim to deliver peace of mind from start to finish. That means having a refund policy that reflects how we treat people: with honesty, empathy, and respect. We want every part of your journey, even the moments that don’t go to plan, to feel clear and fair.

This policy outlines how refunds are handled, including scenarios involving cancellations, missed appointments, and finance agreements. It’s designed to ensure clarity, fairness, and confidence in the way we work.

Refunds for Cancellations

We understand that plans change. If you cancel more than 24 hours before your appointment, we’ll issue a full refund to your original payment method. If you used Pay It Monthly 0% finance, see the section below for how your agreement will be cancelled.

If you cancel within 24 hours of your scan, we’ll still process your refund, deducting a £100 administrative fee to cover the clinical time already set aside. The remaining amount will be returned promptly. Refund timing details are provided below.

Missed Appointments and No-Shows

If you miss your appointment without letting us know, we won’t be able to issue a refund. That said, we understand life happens. You’re welcome to rebook once at no additional charge. If you need to reschedule more than once, we’ll discuss the options with you fairly and openly.

After Your Scan Has Taken Place

EOS scans involve clinical justification and radiation exposure, so once your scan is complete and your results have been delivered, refunds are generally not available unless something has gone wrong.

Refunds Through Pay It Monthly Finance

If you used Pay It Monthly 0% finance, here’s how refunds work:

• Cancel more than 24 hours before: your finance agreement is cancelled in full.
• Cancel within 24 hours: we deduct the £100 admin fee and refund the remainder; we notify Pay It Monthly so your agreement reflects this.
• After your scan & results issued: the agreement normally remains active. If there’s a clinical or technical error (see above), we’ll initiate the appropriate refund and instruct Pay It Monthly to adjust the agreement accordingly.

Finance-related cancellations must be initiated through the Pay It Monthly platform and confirmed by both parties. For full details, please see your Pay It Monthly Terms & Conditions.

When You’ll Receive Your Refund

• Card payments: typically 3–5 working days to appear back in your account.
• Bank transfers: please allow up to 10 working days.
• Pay It Monthly: processed according to their standard timeframes (typically 3–10 working days after we action the request). We’ll confirm the expected window in your refund email.

You’ll receive an email from us as soon as your refund has been issued. If there’s any delay, we’ll update you straight away.

How to Request a Refund

We’ve made it easy to request a refund. Email us at bookings@ScanAlign.co.uk with:

• Your full name
• Appointment date
• How you paid (card / bank transfer / Pay It Monthly)
• A brief reason for cancellation

You’re also welcome to call us on 020 7935 0001. We’ll always ask for an email confirmation to finalise the process.

A Final Word

We know you don’t just book a scan — you trust us with something that matters. If you ever need to pause, cancel, or step away, we’ll handle that moment with the same care we bring to everything else we do.

This policy is here to ensure fairness — not just because it protects everyone, but because it gives us the chance to show you what ScanAlign stands for: thoughtful, responsive, and human. If anything feels unclear or you want to talk it through, we’re here to help.