REFUND POLICY

1. What we are about

At scanoma, our number one priority is to provide our users with a helpful and satisfactory experience. We are dedicated to providing quality service that meets the needs of our customers. In the rare case that our service has not been helpful to you or if you have not received the digital product you purchased, we understand the frustration this may cause. That's why we have put together this refund policy to help guide you through the process of obtaining a refund. We value your trust and confidence in us and are committed to doing everything we can to make things right for you. We believe that excellent customer service is the foundation of any successful business and we strive to ensure that all of our customers are satisfied with their experience.

2. What you should expect

At scanoma, we want our users to feel confident in their purchase and know exactly what to expect when using our service. When you submit a photo of a skin lesion, you should expect to receive a tentative medical diagnosis from our experienced team of doctors. This tentative diagnosis will contain the doctor's medical opinion, which includes possible diagnoses, next steps to take, and recommendations for a follow-up. Please note that a definite diagnosis usually requires a biopsy, so the tentative diagnosis should be used to get a general understanding of the skin lesion and the level of urgency, and it does not replace a physical inspection.

You will receive your tentative diagnosis as a push notification if you have enabled this feature on your device, and also by email. Please note that emails can sometimes land in the spam or junk folder, so please check these folders if you haven't received an email from us.
Your purchase entitles you to one additional question for the doctor regarding the same lesion at no extra cost. This ensures that you have a complete understanding of your tentative diagnosis and any next steps you may need to take.
We pride ourselves on providing helpful and useful responses to all of our customers in a timely manner. You should expect to receive a response no later than 24 hours after submission. Please note that this time frame is re-set if a blurry or non-usable image is submitted.

Overall, you can expect to receive a quality service that is useful, timely, and helpful. We are committed to providing excellent customer service and helping you understand your skin concerns.

3. When to request a refund

If you feel that you have not received the service you expected, you may be eligible for a refund. You can request a refund if you have not received your tentative diagnosis after 24 hours from the time of submission, or if the content of the response does not provide you with a tentative diagnosis or next steps to take. Additionally, if you encounter any technical issues with our app(s), or if you receive inappropriate content, you can also request a refund. We want to ensure that you are satisfied with your experience with us and will do everything we can to resolve any issues you may have.

4. How to request a refund

Please note that all refund requests will be reviewed and processed on a case-by-case basis. Contact our customer service team at support@scanoma.com for assistance with any refund requests.

5. Rare instances a refund may be refused

We always aim to provide our users with a useful and timely service, and we prioritize issuing refunds when necessary. However, there are some cases where we reserve the right to refuse a refund. If you have received your tentative diagnosis in a timely manner and are satisfied with the service provided, we may refuse a refund. Additionally, if we feel that our customer support team has been harassed, we may refuse a refund. We also reserve the right to refuse a refund if the wrong image was submitted to the doctor, as this can waste the doctor's valuable time and expertise. In any case where we refuse a refund, we will provide a clear explanation of our decision. If you have any questions or concerns about our refund policy, please do not hesitate to contact our customer service team at support@scanoma.com.

6. Contact Us

If you have any questions or concerns about this refund policy, please contact us at hello@scanoma.com.

Updated on March 1st 2023.