At Truegene Medical Testing, we strive to provide accurate, reliable, and timely results for all our DNA and Drug Testing Services. We understand that plans may change, and customers may occasionally need to cancel or request a refund. To ensure transparency and fairness, we have established the following refunds and cancellations policy for all services provided by our company.

 

1. Refund Policy

 

We are committed to delivering high-quality testing services, but we understand that there may be circumstances that require a refund. Below are the specific conditions under which refunds will be considered:

 

• No Refunds After Testing Has Commenced: Once a sample has been collected and testing has started, refunds cannot be issued. This is due to the irreversible nature of the testing process and the associated costs involved in processing the samples.

 

• Refunds Before Testing Commences: If you decide to cancel or request a refund before the sample is collected or the testing process has begun, you are eligible for a full refund of the service fee, minus any administrative charges that may apply (if stated during the booking process).

 

• Partial Refunds for Pre-Paid Services: If you have pre-paid for a service that you later cancel, you may be entitled to a partial refund. The amount refunded will depend on the stage at which the cancellation occurs, and any costs incurred by the company up until the cancellation point will be deducted.

 

 

• Special Circumstances: In cases where the service is delayed or canceled by the company due to technical issues, laboratory errors, or other reasons beyond your control, you may be eligible for a full refund or an alternative testing arrangement. Refunds will be issued at the discretion of the company, based on the specific situation.

 

• At Truegene Medical Testing, refunds are not available once a test has been performed or if DNA kits or supplies have been shipped.

 

2. Cancellation Policy

 

To cancel any testing service, please follow the guidelines outlined below:

 

• Cancellation Prior to Specimen Collection: If you wish to cancel an appointment or service before the sample collection has occurred, you must contact us at least 24 hours prior to the scheduled appointment. Cancellations made within this window will receive a full refund with completing the form on the Truegene website @ www.truegenemedicaltesting.com. Cancellation made on the day of service will incur a $85.00 administration fee, and prior to appointment date consultation fees $25.00, or expedited processing fees $30.00,  Mileage Fees $0.62 (per IRS Website for Texas or what ever state therein),  may be non-refundable, regardless of the circumstances of cancellation.

 

• Cancellation After Specimen Collection: If you decide to cancel a service after the sample has been collected but before testing has begun, the company may refund a portion of the fee. This will depend on the timing of the cancellation and the stage of the testing process. However, in most cases, the sample collection fee will be non-refundable.

 

• Failure to Show Up for Appointment: If you miss an appointment or fail to show up without prior notice, you may forfeit any deposits or payments made. Rescheduling fees may apply if you wish to set up another appointment.

 

• Cancellation by the Company: If the company is unable to perform the test due to unforeseen circumstances, technical difficulties, or laboratory issues, customers will be notified promptly, and alternative arrangements will be offered, or a full refund will be issued.

 

• If a sample recollection is required and the participant is unable or unwilling to comply, no refund will be issued, although the test may be rescheduled.

• Estimated test completion times are provided at scheduling and confirmed during testing. While results are typically delivered on time, occasional delays may occur. Once testing as begun, no refunds will be issued under any circumstances.

 

3. How to Request a Refund or Cancellation

To request a cancellation or refund, please contact our customer service team at:

• Phone: (844) 878-3436

• Email: info@truegenemedicaltesting.com

• Online Form: www.truegenemedicaltesting.com/

 

You will need to provide:

• Your order or appointment number

• A valid reason for the cancellation or refund request

• Proof of purchase or confirmation of appointment

• Any additional documentation, if necessary, depending on the situation

• A completed refund from: https://www.truegenednatesting.com/dna-drug-refund-form  ​

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Our team will review your request and respond within 5 business days. If your request is approved, a refund will be processed to the original payment method within 7 business days.

 

4. Exceptions to the Refund and Cancellation Policy

Please note that certain services, such as expedited testing, rush orders, or third-party services, may be subject to different cancellation or refund terms. These will be clearly communicated to you at the time of booking or payment.

 

5. Non-Refundable Fees

Certain fees, such as administrative fees, consultation fees, mileage fees, Copy Results fees (After original has been sent by email and certified mail)or expedited processing fees, may be non-refundable, regardless of the circumstances of cancellation.

 

6. Dispute Resolution

If you feel that your refund or cancellation request has not been addressed appropriately, you may request a review by contacting our customer service team. If a resolution cannot be reached, the issue may be escalated to the management team or legal department for further review.

 

7. Policy Updates

Truegene Medical Testing reserves the right to modify or update this policy at any time. Customers will be notified of any significant changes via our website or email. All requests made prior to a policy update will be handled according to the terms that were in place at the time of booking or payment.

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8. Retest and Inclusive testing Policy

•  In the rare event that a test is inconclusive:

• Clients will be offered a re-test at no additional charge.

• If the client opts not to retest, that may receive a partial refund (excluding administrative fees)

Example: Basic DNA test at $375.00 – 85.00 (admin Fee)  = $290.00 (half of this amount after admin fee was taken out) As Truegene DNA & Drug Testing Solution did incur lab fees and the processing of the collection (time, gas, and paperwork). So the customer would receive ½ of $290.00 back.

 

Conclusion

We value our customers and aim to provide the highest level of service. If you have any questions or concerns about our refund or cancellation policies, please don’t hesitate to contact us.

 

Thank you for choosing Truegene Medical Testing for your DNA and Drug testing needs.