Effective Date: 23 July 2026 · Last Updated: 23 July 2026

This Refund and Medical Voucher Refund Policy (“Refund Policy”) explains the circumstances under which HealFast Nigeria Limited, operating under the brand name HealFast Mobile Clinic (“HealFast”, “we”, “us”, or “our”), may issue refunds for eligible purchases, including medical vouchers. This Refund Policy forms part of the HealFast Terms of Use and Terms of Service.

1. General Refund Principle

HealFast aims to process refunds fairly, transparently, and in accordance with applicable Nigerian law. Refund eligibility depends on: the type of service purchased; whether the service has been used; whether a medical voucher has been redeemed; the date of purchase; the applicable terms presented at the time of purchase; and applicable consumer protection laws. Nothing in this Refund Policy is intended to remove or restrict any mandatory consumer right or remedy that cannot lawfully be excluded.

2. Medical Voucher Refund Policy

2.1 Twelve-Month Unused Voucher Refund

A HealFast medical voucher purchased by a customer is eligible for a refund where: the voucher has remained completely unused; the voucher has not been redeemed, partially redeemed, transferred for redemption, or otherwise applied toward a healthcare service; at least twelve (12) consecutive months have passed from the date of purchase or issuance; the original purchase can be reasonably verified; and the voucher is not subject to a separate promotional or third-party funding arrangement that expressly provides otherwise.

Accordingly: if a purchased HealFast medical voucher remains completely unused for twelve (12) months, the purchaser may request and receive a refund of the eligible amount, subject to verification under this Refund Policy.

2.2 Refund Eligibility Date

The twelve-month period begins on the date the voucher was purchased or issued, as recorded in HealFast’s transaction or voucher management system. For example, if a voucher was purchased on 1 August 2026, it becomes eligible for an unused-voucher refund after 1 August 2027, provided that it has remained completely unused.

2.3 Partially Used Vouchers

A voucher that has been partially redeemed is not treated as an “unused voucher.” Where a voucher has been partially redeemed, any refund of the remaining balance will be subject to the specific voucher terms, the applicable healthcare plan or service terms, applicable law, and any contractual restrictions communicated at the time of purchase. HealFast will not refund amounts that have already been legitimately redeemed or consumed.

2.4 Fully Redeemed Vouchers

A voucher that has been fully redeemed is not refundable.

2.5 How to Request an Unused Voucher Refund

An eligible purchaser may request a refund by contacting HealFast through the official contact channels published on the HealFast website. The refund request should include: the purchaser’s full name; the telephone number or email address used for the purchase; the voucher number or identifier; the original transaction reference, where available; proof of purchase, where available; and the preferred refund method, where applicable. HealFast may request additional information reasonably necessary to verify the request.

2.6 Refund Verification

Before processing a refund, HealFast may verify: the identity of the purchaser; the original transaction; the voucher’s authenticity and status; the voucher’s redemption history and payment transaction; and whether the refund request is being made by the legitimate purchaser or authorised recipient. HealFast may delay processing while reasonable verification is completed.

2.7 Refund Method

Where an unused voucher is approved for refund, HealFast will, where reasonably practicable, refund the amount through the original payment method. Where refunding the original payment method is not reasonably practicable, HealFast may request an alternative verified payment method. HealFast will not knowingly refund funds to an unauthorised third party.

2.8 Refund Processing Time

Once a refund is approved, HealFast will initiate the refund within a reasonable processing period. The time for funds to appear in the customer’s account may depend on the payment provider, banks, card networks, financial institutions, and other third-party payment processors. HealFast is not responsible for delays caused solely by third-party financial institutions after the refund has been successfully initiated.

3. Cancellation of Appointments

Where a customer cancels an appointment before the healthcare service is provided, any refund or rescheduling entitlement will depend on: the nature of the service; the timing of cancellation; any applicable cancellation conditions; whether a voucher was used; and whether costs have already been incurred. Where HealFast cancels an appointment or is unable to provide a prepaid service, HealFast may offer rescheduling, a replacement service, credit, or a refund as appropriate to the circumstances and applicable law.

4. Services Already Provided

Fees for healthcare services that have already been provided are generally non-refundable solely because the customer is dissatisfied with the outcome, unless: required by applicable law; the service was materially defective; HealFast failed to provide the service as agreed; or a refund is otherwise required based on the circumstances. Nothing in this section limits any mandatory consumer rights or remedies available under applicable law.

5. Diagnostic Tests

Where a diagnostic service or laboratory test has already been performed, the associated fee is generally non-refundable because the service has been consumed. However, where HealFast fails to provide the purchased diagnostic service, or where a refund is required under applicable law, an appropriate refund or alternative remedy may be considered.

6. Duplicate or Erroneous Payments

Where a customer is charged more than once for the same transaction due to a verified technical or payment error, HealFast will take reasonable steps to refund the duplicate amount.

7. Fraudulent or Unauthorised Transactions

Where a transaction is reasonably suspected to be fraudulent, unauthorised, or unlawful, HealFast may suspend refund processing while investigating the transaction. Where appropriate, HealFast may cooperate with payment providers, financial institutions, law enforcement agencies, or other competent authorities.

8. Promotional Vouchers and Sponsored Vouchers

Promotional, donated, subsidised, sponsored, complimentary, or grant-funded vouchers may be subject to separate terms. Unless expressly stated otherwise, the twelve-month unused-voucher refund commitment applies to purchased vouchers and does not automatically apply to vouchers issued free of charge or funded by a third party.

9. Refunds Required by Law

Nothing in this Refund Policy limits or excludes any right to a refund, replacement, cancellation, compensation, or other remedy that HealFast is legally required to provide under applicable Nigerian law. Where applicable law provides a mandatory consumer remedy that conflicts with this Refund Policy, the applicable law will prevail.

10. Changes to This Refund Policy

HealFast may update this Refund Policy from time to time. Changes will be published through appropriate channels. The version applicable to a transaction will generally be the version in effect at the time of purchase, subject to applicable law.

11. Contact

For refund requests, voucher enquiries, or questions regarding this Refund Policy, please contact HealFast Nigeria Limited (trading as HealFast Mobile Clinic) using the official contact information published on the HealFast website.

HealFast Nigeria Limited - Trading as HealFast Mobile Clinic