DNA Testing Services: Refund and Cancellation Policy

Our refund policy is designed to be fair and transparent. Please review the following information carefully:

Refund Eligibility

  • Refunds may be considered on a case-by-case basis.

  • Administrative and handling fees may apply to approved refunds.

Non-Refundable Items

  • Deposits are non-refundable if kits have been shipped out

  • Services that have been completed are not eligible for refunds.

  • Shipped DNA kits or supplies cannot be refunded.

Time Limitations

  • Refund requests must be made within 72 hours of payment.

  • No refunds will be issued after this period.

Sample Recollection

  • If a lab requires sample recollection and the participant is unable or unwilling to comply, no refund will be issued.

Testing Timeframes

  • Estimated completion times are provided for all DNA testing services.

  • Actual completion times may vary due to the nature of scientific testing.

  • Results may be available earlier or later than the estimated timeframe.

Test Initiation

  • Once testing has begun, refunds will not be issued.

For questions about this policy or to discuss your specific situation, please contact our customer service team.

DNA Testing Process: Steps and What to Expect

  • cover-art-of-telephone

    Initial Consultation with Support

  • schedule-a-dna-test

    Scheduling & Financial Considerations

  • dna-testing-sign

    DNA Sample Collection Procedure

  • dna-results-received

    Result Delivery & Interpretation

  • American-Association-of-Blood-Banks-logo

    American Association of Blood Banks (AABB)

    The American Association of Blood Banks (AABB) is an international standards organization based in the United States and with members in 80 countries. The AABB develops standards for voluntary compliance for several disciplines including Standards for Relationship Testing Laboratories. Our partner laboratories are accredited by the AABB.

  • ANSI-National-Accreditation-Board-logo

    ANSI National Accreditation Board (ANAB)

    The ANSI National Accreditation Board (ANAB) is a non-governmental organization that provides accreditation services and training to the public- and private-sector organizations, serving the global marketplace. ANAB is the largest accreditation body in North America and provides services in more than 75 countries.

  • College-of-American-Pathologists-logo

    College of American Pathologists (CAP)

    The College of American Pathologists’ (CAP) partners with laboratory professionals and pathologists to achieve the highest standard of laboratory quality, deliver accurate results for better patient outcomes, ensure the confidence of patient diagnosis and manage and reduce the risk of inaccurate and unreliable test results. Our partner DNA laboratories are members of CAP.

  • Clinical-Laboratory-Improvement-Amendments-logo

    Clinical Laboratory Improvement Amendments (CLIA)

    The Centers for Medicare & Medicaid Services (CMS) regulates all laboratory testing (except research) performed on humans in the U.S. through the Clinical Laboratory Improvement Amendments (CLIA). The objective of the CLIA program is to ensure quality laboratory testing. Our partner DNA testing laboratory holds a CMS CLIA Certificate of Accreditation.

  • National-Association-of-Testing-Authorities-logo

    National Association of Testing Authorities, Australia (NATA)

    NATA‘s role is to serve the national and public interest by ensuring that member facilities comply with relevant international and Australian standards and so are competent to provide consistently reliable testing, calibration, measurement, and inspection data to government, industry, and the wider community. Our partner DNA testing laboratory is accredited by NATA.

  • Ministry-of-Justice-logo

    Ministry of Justice

    The Ministry of Justice works to protect the public and reduce re-offending, and provide a more effective, transparent, and responsive criminal justice system for victims and the public. Our partner DNA testing laboratory is a body that has been accredited by the Ministry of Justice as a body that may carry out parentage tests directed by the civil courts in The United States under section 20 of the Family Law Reform Act 1969.