Read Your Scan
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Refund Policy

Last updated: 2026-09-11

This page says when we refund a purchase and when we do not. It applies to everything bought on Read Your Scan: a single Deep Analysis and the three-exam pack. There is no subscription and nothing renews, so there is nothing to cancel.

Unused credits

A credit you have not spent is refundable in full, to the card you paid with, if you ask within 14 days of the purchase. After 14 days unused credits stay on your account and never expire, but they are no longer refundable for cash.

A three-exam pack is refunded for the credits still unused, at the pack price divided by three per credit.

A report that was delivered

A Deep Analysis is produced and delivered the moment you start it, and the credit is spent at that moment. From then on the service has been provided, and whether we refund it depends on one question: did the failure come from us, or is it a disagreement about what the images show?

When the failure is ours: re-read or refund

If a report is broken by something on our side, we first re-read your exam at our cost. If the re-read is still not a usable report, we refund the credit to the card you paid with. This covers, for example:

  • a report written for the wrong study, the wrong body part or another person's exam;
  • a report returned empty, truncated, unreadable, or in the wrong language for your account;
  • a reading that silently skipped series it should have read, or that read a fraction of the exam and did not say so;
  • findings the report itself contradicts, or findings introduced by a defect in our pipeline rather than by what is on your images;
  • any technical failure during the reading. These are refunded automatically: if the analysis does not finish, the credit returns to your account without you asking.

When it is a disagreement about the images: not refunded

An AI reading is one reading. It can miss a finding, understate one, or describe one differently from your radiologist, and the report says so on every page. That is the nature of the product, not a defect in it, so the following are not refunded:

  • a finding you or your doctor believe the report missed or misdescribed;
  • a report that differs from your radiologist's report, from another opinion, or from what you expected;
  • a report limited by what you uploaded: photos of a screen, a cropped or compressed export, a single series out of an exam, a missing plane or sequence;
  • a report limited by how the exam was acquired at the imaging facility: motion, metal, artefacts, incomplete coverage, an unsuitable protocol;
  • dissatisfaction with the wording, length or level of detail.

In these cases the right next step is the one the report recommends: take the differences to your doctor or ask a radiologist to review the images. If you believe the report is wrong in a way that is ours to fix, tell us; we look at every case.

What a reading does not cover

Some series in an export are of a kind the reading does not interpret: nuclear-medicine and PET tracer images, screenshots and fused colour pictures, and objects that are not images at all. The report names them as not read. Their presence is not a refund reason; a report that read them as if they were CT or MRI would be.

Right of withdrawal (consumers in the EU)

Read Your Scan is operated from the European Union. If you are a consumer, you have a 14-day right of withdrawal on unused credits; the section on unused credits above is how we honour it. A Deep Analysis is digital content delivered immediately: by starting one you ask us to deliver it at once, and once it is delivered the right of withdrawal no longer applies to that credit. The sections above on our failures still apply in full.

How to ask

Write to us through the contact page from the email address of your account, and say which exam it is. We answer within two working days. Approved refunds go back to the original payment method through Stripe and usually appear within 5 to 10 working days, depending on your bank. Please ask us before opening a dispute with your card issuer: a chargeback takes longer for you and costs us a fee we would rather spend on reading exams.

Changes

We may update this policy. The date at the top is the date of the last change; a purchase is governed by the version in force when it was made.