Refund Policy

Result To Care, operated by Crafts and Clicks Technology Ltd, takes payment for four different kinds of thing, and each has its own refund rules: • Laboratory result interpretation — a one-off charge per result. • Consultation session plans — a number of sessions bought in advance. • Provider services — home visits, emergency support and other care delivered by nurses, allied health professionals and home healthcare providers, at a price agreed between you and that provider. • Verification Fee — a one-off charge per provider booking, covering the identity checks. All payments are received and refunded by Crafts and Clicks Technology Ltd. Refunds are returned to the payment method used, and we cannot refund to a different one. This policy forms part of the Terms of Use.

Refundable: • The interpretation failed to generate because of a technical fault on our side. • You were charged more than once for the same result. • The service was unavailable after you paid and remained so. Not refundable: • You disagree with the interpretation, or a professional reached a different conclusion. An interpretation is informational and is expected to be checked — a second opinion differing from it is the system working, not a failure of it. • You uploaded the wrong file, an unreadable file, or a document that is not a laboratory report. • You no longer want the interpretation after it has been generated. Request a refund within 7 days of the charge.

How sessions work for refund purposes A session is consumed when the consultation begins. Once consumed, it is not refundable — including where you leave early, where you are dissatisfied with the advice, or where the professional properly declines to issue a prescription. Refundable: • The doctor did not attend and did not offer a reschedule. • A technical fault on our side prevented the consultation from taking place and it could not be rescheduled. • You were charged more than once for the same plan. • You cancel a plan before any session has been consumed, within 14 days of purchase. In that case the plan is refunded in full. Partially refundable: • Where some sessions have been consumed and some have not, and you cancel within 14 days of purchase, we refund the unconsumed sessions at the per-session value of the plan you bought. Not refundable: • Sessions already consumed. • Sessions that have expired unused, where the plan carried a stated expiry that was shown to you before purchase. • A Specialist plan upgrade, once applied. An upgrade converts sessions you already hold; applying it is the delivery of the thing you bought. • Dissatisfaction with clinical advice properly given. Missed appointments If you do not attend a booked consultation and do not cancel, the session is consumed. If the doctor does not attend, it is not.

The Platform does not set, publish, or recommend a price for home visits or emergency support. There is no default or platform rate for these services. The price is proposed by the provider for the specific request and becomes binding only when the patient accepts it. Because the price is one you agreed rather than one we set, a refund returns the price you agreed — not a platform rate, and not an average. Cancellation by the patient The current windows, measured from the agreed start of the service: • At least 24 hours before: the service price is refunded in full. • Between 2 and 24 hours before: 50% of the service price is refunded. The remainder is retained, because the provider has by then turned down other work and may already have travelled. • Less than 2 hours before, or after the start time: the service price is not refunded. These windows are the current settings and may be changed by an administrator. The figures that apply to your booking are shown on the booking itself before you pay, and those are the ones that govern it. Cancellation by the Provider If a provider cancels a service, the service price will be refunded in full, regardless of the notice given. Partial delivery Where a multi-day service is ended part way through: • Days already delivered are payable. • Days not delivered are refunded, at the agreed daily price. • Where the service ended because the provider withdrew, undelivered days are refunded in full. • Where it ended because you cancelled, undelivered days are refunded according to the notice given for those days.

A single ₦15,000 Verification Fee is charged per provider booking, on top of the agreed service price. It pays for the identity checks we run before anyone is sent to a private address. It is not a share of the provider's price, and no part of it reaches the provider. It follows its own rule, separate from the cancellation windows above: • Refundable if you cancel within 24 hours of paying it. • Not refundable after that. By then the checks have been carried out and the cost incurred. • Always refunded in full if the provider cancels, whenever they cancel. • Refunded in full if the booking cannot proceed for a reason that is not your doing. If your identity verification is rejected Where verification is rejected and the booking cannot proceed, the service price is refunded in full. Whether the Verification Fee is refunded depends on why: • Rejected because the checks could not be completed through no fault of yours, or because of an error on our side: refunded. • Rejected because the information you supplied was false, altered, or belonged to somebody else: not refunded. The checks were carried out; that is what they found.

A booking is confirmed only when payment has been received and, where identity verification applies, that verification has been approved. • If payment fails or is never completed, nothing is charged and the booking simply lapses. A held booking is released when its hold expires. • If you are charged but the booking does not confirm — a failed webhook, a duplicate charge, a payment taken against a booking that had already lapsed — the full amount is refunded, including the Verification Fee. • A duplicate charge for the same booking is always refunded in full. You are never obliged to pay for a booking that did not confirm, and you are never charged twice for one that did.

Private Consultations are arranged individually, and the cancellation and refund terms are those stated to you in writing when the consultation is arranged. Where those terms are silent on a point, this policy applies to it. Where they conflict with this policy, the terms you were given in writing prevail, because they are the terms you actually agreed. Custom pricing does not remove your right to a refund where the service was not delivered.

Email support@resulttocare.com with: • The email address on your account. • The booking reference or transaction reference. • The date of the payment. • What you are asking to be refunded, and why. What happens next: • We acknowledge within 48 hours on business days. • We review, and may ask the provider or professional for their account of what happened. • We tell you the outcome and the reason for it. • An approved refund is submitted to the payment processor within 5 business days. How long it then takes to appear depends on your bank — commonly 5 to 10 business days, and outside our control. If you disagree with the outcome, say so and we will review it again. Bookings also have a dispute process, which we ask you to use before escalating elsewhere. Nothing here removes your right to complain to a regulator or to pursue any other remedy available to you.

Please contact us before raising a chargeback with your bank. Most disputes are resolved faster directly, and a chargeback raised while we are already reviewing a refund can delay the outcome for both of us. Where a chargeback is raised, we may suspend the account while the dispute is open, and we will provide the payment processor with the transaction records, the booking record, and the correspondence relevant to it. Raising a chargeback for a service that was properly delivered may result in the account being terminated and the debt pursued.

Prices are shown and charged in Nigerian Naira (₦) unless the Platform expressly shows another currency at the point of payment. Where you pay in a currency other than the one your card is denominated in, your bank sets the exchange rate and may charge a conversion fee. We refund the amount originally charged in the original currency; we cannot compensate for a movement in the exchange rate between payment and refund, or for your bank's fees.

We may update this policy. The version and last-updated date are shown at the top of this page. The policy that governs a payment is the one in effect when the payment was made. Questions: Email: support@resulttocare.com Phone: +234 904 788 5872 WhatsApp: +234 906 785 8606 Response time: within 48 hours on business days Crafts and Clicks Technology Ltd (operator of Result To Care)