Refunds
There are two possible outcomes, shown before you pay. Which one you get decides the refund.
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 is not 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.