Refunds & cancellations

1. Request a refund or cancellation

Email enquiries@denmyd.com with your name, practice or account reference, invoice number, payment reference and a brief explanation. Tell us whether you want to cancel a subscription, query a charge or request a refund. Proof of payment helps us locate the transaction; an invoice is not the only acceptable proof.

We will confirm the cancellation date, any final charges and the applicable refund amount in writing. A cancellation request does not require you to provide patient information. Your statutory cancellation and refund rights remain available.

Do not email card numbers, CVVs, passwords or patient records. If we need further information, we will explain why and arrange an appropriate way to provide it.

2. Software and service cancellations

For Imatri or another Denmyd service, email us to cancel and include your practice or account reference. The accepted quotation or service agreement sets out the billing period, renewal arrangements and notice period. We will confirm when access ends and stop future subscription charges from the effective cancellation date. Any amount properly due for an earlier period will be explained separately. Cancelling a payment instruction alone does not notify us to end the service.

Where section 14 of the Consumer Protection Act (CPA) applies to a fixed-term agreement, a consumer may cancel on 20 business days’ written or otherwise recorded notice, subject only to a reasonable cancellation charge allowed by law. We will explain any charge and refund balance. This statutory provision does not apply to agreements between juristic persons.

Outside a statutory refund entitlement, fees for services already supplied are not automatically refundable. Unused prepaid fees are assessed under the applicable agreement and law. If we fail to supply the agreed service, we will address the failure and provide the remedy required by law, including a refund where appropriate.

Before service closure, contact us about authorised record export and retention. Cancelling a subscription does not automatically authorise deletion of patient records.

3. Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act (ECTA) applies, you may cancel without giving a reason or paying a penalty within seven days after receiving goods, or within seven days after concluding an agreement for services.

Only the direct cost of returning goods may be charged for this type of cancellation. Payments will be refunded in full within 30 days of cancellation. Statutory exclusions can apply, including goods made to your specifications and services begun with your consent during the seven-day period. We will explain any applicable exclusion before you order; medical products are not automatically excluded as a category.

4. Payment errors and refund processing

We will investigate duplicate, incorrect or unauthorised charges promptly. Confirmed duplicate payments and amounts charged in error will be refunded. For suspected card fraud, also contact your bank promptly.

For payments made through Paystack, we submit approved refunds through Paystack to the original payment method where supported. If that is impossible, we will agree a secure alternative after verifying the payer. We do not require you to accept store credit instead of a refund owed by law.

We will confirm when a refund is submitted and provide the available reference. The time until funds appear depends on the payment method and bank; contact us if the refund has not arrived by the date communicated. Bank processing does not remove our obligation to meet applicable legal deadlines. Payment processing fees will not be deducted where the law requires a full refund.

5. Separate medical equipment orders

Physical medical equipment is not sold through this Paystack setup. For a separate equipment order agreed directly with Denmyd, tell us as soon as reasonably possible if a delivery is damaged, incorrect or incomplete. Please stop using equipment that may be unsafe.

Where the Consumer Protection Act (CPA) applies, goods that do not meet its quality standards may be returned within six months of delivery, without penalty and at our risk and expense. You may direct us to repair, replace or refund the goods, subject to the Act. A longer applicable warranty or other legal remedy remains available.

We may reasonably inspect a claimed defect. Missing original packaging does not by itself remove statutory rights. Damage caused by misuse or unauthorised alteration is assessed under the applicable law and warranty; it is not a reason to reject an unrelated manufacturing defect.

6. Safe returns of medical equipment

Disclose whether equipment has been used, contaminated or had its sterile seal opened. We will arrange safe handling and any necessary decontamination instructions. Do not send contaminated equipment through an ordinary parcel service.

Outside statutory return rights, change-of-mind returns of opened sterile goods, used protective equipment or custom-made items may be declined for safety or suitability reasons. This does not exclude remedies for defective, unsafe, incorrectly supplied or misdescribed goods.

7. Questions or an unresolved complaint

If you disagree with an outcome, ask us to review it and provide our reasons in writing. You retain the right to approach the National Consumer Commission, an applicable ombud, your bank or a court. See also our delivery policy and terms and conditions.