Refunds

Refunded in full, automatically

If your file cannot be processed, no analysis runs, nothing is learned, and the full amount is refunded without you having to ask. That covers, for example:

• A PDF of your results, a screenshot, or a web export instead of the raw genotype file.
• A Y-chromosome-only or mitochondrial-only extract.
• An exome or clinical VCF.
• Too few usable autosomal markers for the analysis to run.

Not refunded

If your file processes fine and no model survives the checks— the fitted weights fall outside 0–100%, meaning no combination of the reference sources describes this person — that is a real analytical finding and it is delivered as your report. It isnot refunded. The distinction is whether we could run the analysis, not whether you liked the answer.

How a refund arrives

Refunds are issued through the checkout provider to the original payment method. Most card issuers post them within 5–10 business days; the timing after we issue it is theirs, not ours.

If you believe a refund is due and none has arrived, write to us via the contact page quoting the reference from your checkout receipt. We reply within 24–48 hours.

Cancellation and problems with our service

If analysis has not started, contact us to cancel for a full refund. You can also withdraw processing consent before the report is produced; the checkout privacy policy provides for deletion and a refund in that case.

If we fail to deliver within a reasonable period, or the analysis contains a demonstrable error, you may choose a corrected analysis or a full refund. Our checkout legal notice also provides a full refund on cancellation if the report has not been delivered within 30 days of purchase.

Send your cancellation or refund request through Contact, quoting your order reference. Refunds do not by themselves erase your genetic data; tell us if you also want deletion. These service policies do not limit your rights under applicable consumer protection law.

Full checkout policies: Refunds ·Privacy ·Legal notice.