This policy sets out our approach to refunds for all payments made on the Unmask ADHD platform. We aim to be transparent and fair. If you have a query not addressed here, please contact support@unmaskadhd.com.
1. Diagnostic Fee (One-Time)
Eligible for Refund
- You request a refund within 48 hours of payment
- AND you have not started the assessment vault
- We cancelled your consultation and no alternative was offered
- A technical error on our part prevented you from accessing the service
Not Eligible for Refund
- Assessment vault has been accessed or submitted
- More than 48 hours have passed since payment
- You simply changed your mind after accessing the service
- You failed to attend your scheduled consultation
2. Monthly Subscription
- Subscriptions are billed monthly in advance through Stripe.
- Subscription payments are non-refundable for the current billing period.
- You may cancel at any time via your subscription management page. Cancellation takes effect at the end of your current paid period. You retain access until then.
- If a payment fails, we will retry automatically. Persistent failure will result in suspension of subscription features.
3. Rebooking Fee
- Rebooking fees are non-refundable once the appointment has been confirmed.
- If we cancel a rebooked appointment, a full refund is issued.
4. How to Request a Refund
- Email support@unmaskadhd.com with subject line: "Refund Request: [your email]"
- Include your full name, payment date, and reason for the refund request
- We will acknowledge within 1 business day and resolve within 5 business days
- Approved refunds are processed via Stripe back to your original payment method and typically appear within 5–10 business days
5. Chargebacks
If you initiate a chargeback with your bank before contacting us, your account will be immediately suspended pending investigation. We strongly encourage reaching out to us first. Most issues can be resolved quickly without a chargeback.
6. Consumer Rights
This policy does not affect your statutory consumer rights under Nigerian consumer protection law.
Contact Billing
Unmask ADHD Billing Team
Email: support@unmaskadhd.com
Response time: 1 business day