Cancel any time. Cancel at any time online in the portal (Settings → Subscription → Cancel) or by email to [email protected], in no more steps than it took to subscribe. We confirm an online cancellation at once, on screen and by email, and a cancellation by email within two business days. Cancellation takes effect at the end of the current one-year term unless you ask for an earlier end. Cancelling stops the renewal as soon as you cancel online or we receive your email.
Full refund before the first analysis. If you cancel before the first analysis of the term has been delivered to your physician, you receive a full refund.
After the first analysis. Fees for the current term are not refundable after the first analysis has been delivered, except where the law requires a refund.
Renewals. We email you no fewer than 30 and no more than 45 days, and again at least 7 days, before each annual renewal, with the price, the renewal date and how to cancel. If you cancel after a renewal charge and before the first analysis of the new term has been delivered, we refund the renewal in full.
Fee waivers. A license granted under a fee waiver carries no fee, so there is nothing to refund. A waiver is never withdrawn because you cancelled or declined anything else.
How refunds are paid. To the original payment method within 10 business days of the cancellation. If a refund to the original payment method fails, we pay it by another method. Customers in Canada are refunded in U.S. dollars, and any rights under your provincial consumer protection law also apply.
An analysis is delivered when it is made available to your physician in the Clinician Workbench after you confirm the delivery.
Questions. [email protected] · +1 646 210 1916