You can request a full refund within 14 days of purchase, as long as you have not yet had a lab visit. After that, refunds depend on how far along you are in the service.
When you can get a refund
Full refund: you ask within 14 days of purchase and no lab visit has taken place.
Case by case: you ask more than 14 days after purchase and no lab visit has taken place yet, or there was a service quality issue on our end. These are reviewed individually.
No refund: your results have already been delivered, your lab visit has been completed, or the period is a renewal where lab visits have already been used. This is because the service is medical and personalised.
How to request a refund
Just let us know and our team will take care of it and confirm by email. We aim to reply within 24 to 48 hours.
Approved refunds go back to your original payment method and usually appear within 5 to 10 business days.
Refunds on add-ons (microbiome, IgG, heavy metals, micronutrients)
You can be refunded within the 14 days following the add-on purchase, and only if the visit has not taken place or the order has not been made.
If you paid with Klarna
You are refunded from the instalments already paid, and the remaining instalments are cancelled.