Policies

Sequencing.com is an online service. You need a computer with Internet access to use our service and to view your genetic data. Your placement of an order from Sequencing.com constitutes your acceptance of our Terms of Use and your agreement that the policies below apply to your order.

In addition to the Terms of Use and the policies below:

• orders placed for the Ultimate DNA Test or Ultimate Genome Sequencing also constitutes your acceptance of the Terms and Conditions of ordering the Ultimate DNA Test or Ultimate Genome Sequencing.
• orders placed for Membership also constitutes your acceptance of the Terms and Conditions of ordering Membership.

 

I. Refund Policy

A. Apps (DNA Analysis Apps & Reports)

When you purchase an app, requesting a refund is simple, worry-free and hassle-free. If you're not happy with your app order for any reason, we'll make it right.

To request a refund:

1. Submit a Support Request within thirty (30) days of your order.
2. Include in your Support Request why you're not happy with your order.
3. If there is an issue with your app and you have not yet received your app results, we'll fix the issue within two business days of your Support Request.
   • If the issue isn't fixed and access to the app results still haven't been returned to you within two business days then we'll refund your order for that app.

Refunds will not be provided once you've received access to the app results.

 

B. Membership purchased without a DNA Test or Whole Genome Sequencing

All Membership Fees paid are non-refundable. If you experience an issue with your Membership or have a question, please email [email protected].

 

C. Membership purchased with a DNA Test or Whole Genome Sequencing

All Membership Fees paid are non-refundable. If you experience an issue with your Membership or have a question, please email [email protected].

If a DNA test or Whole Genome Sequencing was ordered with Membership, your Membership will have a minimum Membership subscription plan duration. This minimum payment is non-refundable.

If you cancel your Membership before the minimum Membership subscription plan duration is completed, you will be charged a cancellation fee. This cancellation fee is non-refundable.

 

D. Ultimate DNA Tests & Ultimate Genome Sequencing (DNA Tests and Whole Genome Sequencing)

All sales of Ultimate DNA Tests (also known as genotyping microarray tests and genetic testing) and Ultimate Genome Sequencing (also known as Whole Genome Sequencing and WGS) are non-refundable. No refunds will be issued under any circumstances after an order is placed at Sequencing.com that includes an Ultimate DNA Test or Ultimate Genome Sequencing.

Changes to an Order: When an order is placed for an Ultimate DNA Test or for Ultimate Genome Sequencing, a DNA collection kit will be mailed to the address provided at the time of the order. If there is an issue with the mailing address, please email [email protected] as soon as possible after placing an order with the order number and description of the issue. No modifications can be made to order to an order once the DNA collection kit has shipped.

 

E. DNA Art US

Refunds: Due to the unique nature of genetically-tailored artwork, all sales of DNA Art US products are non-refundable. No refunds will be issued under any circumstances after an order is placed at Sequencing.com for a product made by DNA Art US. 

Changes to an Order: After placing an order for artwork from DNA Art US, any modifications to the order must be emailed to [email protected] and agreed to in writing by DNA Art US prior to DNA Art US printing the finalized image. No modifications can be made to an order once the finalized image is printed.

Packaging and Shipping: Each piece of DNA art is professionally packaged prior to shipment. DNA Art US utilizes shippers that have an excellent record of delivering artwork in perfect condition. In the rare event that a product is damaged, please immediately contact [email protected] to report the claim. Please attach to your email several photographs of a) the shipping box and b) the product. The photographs must clearly show the area(s) of concern. DNA Art US will review the claim and may require the product to be returned to DNA Art US for examination. Determination of the legitimacy of a claim will be made solely by DNA Art US. For claims determined to be legitimate, a replacement product of similar specifications will be provided by DNA Art US.

 

II. Refund Processing

Any refunds provided under this policy will be issued to the same credit card used for the purchase and will be processed within 21 business days of confirmation by our Support team. 

International orders paid for in US dollars are refunded at the exchange rate for USD effective at the time of the refund request. If a refund is issued after a change to the currency rate, customers may receive a refund amount greater or lesser than what they paid in their local currency. Sequencing.com is not responsible for currency rate changes that occur after the order is placed.