Refund, Cancellation & Delivery Policy

INFRMD services are delivered electronically through the INFRMD website and application. After successful payment, you will receive access to the service you purchased through your INFRMD account.

Depending on the product purchased, this may include:

• access to an INFRMD assessment;
• personalised information and guidance;
• a personalised INFRMD report;
• access to a downloadable PDF report; and/or
• other digital features specifically included in the product description.

INFRMD does not deliver physical products.

Where a personalised report forms part of the service, it will normally become available after completion and processing of the relevant assessment.

INFRMD will make reasonable efforts to provide the purchased service within the timeframe communicated to you at the time of purchase. Where the service is automatically generated, delivery may occur shortly after completion of the required assessment. Where additional processing or clinical review is required, the applicable timeframe will be communicated to you.

If INFRMD is unable to provide the service within the agreed or reasonably expected timeframe, please contact us so that we can investigate the matter and provide an appropriate remedy where required by law.

Where applicable under South African law, consumers purchasing INFRMD services electronically may have a statutory cooling-off right. In particular, applicable electronic transactions legislation may provide a consumer with a right to cancel certain electronic service transactions within seven days of concluding the agreement, without reason or penalty.

However, this cooling-off right may not apply where the performance of the service has already commenced with the consumer's consent before the expiry of the applicable cooling-off period.

INFRMD will not use this policy to limit any mandatory consumer rights that apply to your transaction.

During checkout, INFRMD may ask you to expressly confirm that you would like the service to begin immediately. This is particularly relevant where you are purchasing an assessment that begins immediately or where a personalised report is generated after you complete the assessment.

The checkout process clearly explains that requesting immediate commencement of the service may affect your statutory cooling-off rights where permitted by applicable law. You must actively consent to the service starting immediately — the consent box is never pre-ticked, and it is kept separate from your acceptance of the Terms & Conditions.

If you cancel before the INFRMD service has commenced, INFRMD will process the cancellation in accordance with the consumer rights applicable to the transaction. Where a refund is due, the refund will be processed to the original payment method, subject to applicable law and payment-provider processing times.

Where you have expressly requested or consented to the INFRMD service commencing immediately, and the service has already commenced, any applicable statutory cooling-off right may no longer apply where permitted by law.

For example, this may occur where you have:

• started the paid assessment;
• submitted the information required to generate a personalised assessment;
• requested immediate generation of a personalised report; or
• otherwise expressly requested that INFRMD begin providing the purchased service immediately.

This does not remove any other consumer rights that may apply where INFRMD has failed to provide the service as agreed, has provided a materially deficient service, or where another statutory right to a refund or remedy applies.

If you have paid for an INFRMD service but cannot access or complete the service because of a technical problem caused by INFRMD, please contact us. INFRMD will first attempt to resolve the problem. If the problem cannot reasonably be resolved and INFRMD is unable to provide the service purchased, an appropriate remedy, which may include a refund, will be considered in accordance with applicable law.

If you believe that you have been charged more than once for the same service, or that you have been incorrectly charged, please contact INFRMD. Where an incorrect or duplicate payment is confirmed, INFRMD will arrange an appropriate refund.

If INFRMD accepts payment for a service and subsequently cannot provide that service, INFRMD will provide an appropriate remedy in accordance with applicable law. This may include a full refund where appropriate.

INFRMD aims to provide its services with reasonable care, skill and reliability. Nothing in this policy limits any consumer rights relating to services that are not provided in accordance with applicable South African consumer protection legislation.

INFRMD provides digital musculoskeletal information, assessment and guidance. An INFRMD report is not intended to replace an appropriate in-person clinical assessment where one is required or recommended. INFRMD does not guarantee a particular diagnosis, treatment outcome or recovery.

Where information provided during an assessment indicates that further assessment may be appropriate, INFRMD may recommend that you consult an appropriately qualified healthcare professional.

Refund or cancellation requests should be submitted through the contact details provided on the INFRMD website — for payment matters, email billing@infrmdmsk.com. Where possible, include:

• your name;
• the email address associated with your INFRMD account;
• the date of purchase;
• the service purchased; and
• the reason for your request.

INFRMD may request additional information where reasonably necessary to investigate the request.

Where a refund is approved or legally required, it will normally be processed to the original payment method. The time taken for the refund to appear in your account may depend on the relevant payment provider or bank. Where applicable law specifies a particular refund timeframe, INFRMD will comply with that requirement.

Nothing in this Refund, Cancellation & Delivery Policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived under South African law. Where a conflict exists between this policy and a mandatory statutory consumer protection provision, the statutory provision will prevail.

INFRMD may update this policy from time to time. The current version will always be made available on the INFRMD website.

For questions relating to payments, cancellations, refunds or delivery of INFRMD services, please use the contact details provided on the INFRMD website. See also our Terms & Conditions and Privacy Policy.

INFRMD — helping you make more sense of pain and injury.