At GeneSilico, we sincerely appreciate your trust in our Next-Generation Sequencing (NGS) services. We’re committed to delivering accurate, reliable results, and we want you to feel confident in every aspect of your experience with us.
Below is our transparent refund and re-test policy. You are advised to read this in conjunction with and not in derogation of our Terms of Service accessible at https://www.genesilico.ai/policies. In the event of any inconsistency between our Terms of Service and this refund policy, this refund policy will prevail.
- No Refunds After Test Processing Begins
- Test Initiation: Once the laboratory confirms your specimen is suitable and starts the NGS workflow (extraction, library prep, sequencing), no refunds can be provided.
- Consultation Services: Consultation or interpretation sessions are mandatory elements of your test results and non-refundable.
- Inadequate Sample or Lab-Initiated Refund
- Sample Inadequacy: If your specimen is deemed insufficient or unsuitable during initial quality checks that, we will:
- Offer a re-test using a new specimen (if available), or
- Initiate a refund of the testing fee (excluding shipping) to your original payment method.
- If retesting is not viable, you may be eligible for a refund of the testing fee.
- Shipping Costs
- Non-Refundable: All shipping or courier fees to send your specimen to GeneSilico are non-refundable, even when a refund for the test is issued.
- gSage App Subscription
- Included Subscription: All NGS test purchases include a complimentary 12-month subscription to our gSage patient app.
- Full Refund Cases: If you qualify for a full refund before sequencing begins, the 12-month app subscription is canceled and does not carry any separate refund value.
- Active or Used Subscription: If your subscription is already active (e.g., you have accessed its features) and you receive a partial refund, the app subscription remains non-refundable and will continue through its 12-month term.
- Non-Refundable Scenarios
- Post-Processing: No refunds once NGS processing has started or been completed.
- User-Related Damage: A refund will not be issued if the FFPE block is damaged due to improper packaging or shipping arrangements made directly by the patient (the user) or his or her representative.
- Consultation/Interpretation: These professional services are part of the NGS fee and cannot be refunded.
- Refund Status or Questions
- Bank Processing: If you haven’t received your refund within 10–14 business days of our confirmation, please contact your bank or payment provider.
- Contact Us: For additional help or questions, reach us at help@genesilico.ai.
Thank you for choosing Deep Precision NGS testing from GeneSilico. We take pride in providing prompt communication and the highest standards of care, ensuring your genomic journey is both informative and supportive.
