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Urban DNA Diagnostics Refund Policy

Effective Date: 07/2024

At Urban DNA Diagnostics, we are committed to providing high-quality DNA testing services with accuracy, confidentiality, and professionalism. Due to the nature of our services, we have established a strict refund policy to maintain the integrity of our operations and ensure the highest standards for our clients.

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No Refunds Policy – Urban DNA Diagnostics

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1. General Policy – All Sales Are Final
Once an appointment is scheduled, a DNA test is conducted, or a service is provided, all sales are considered final. Urban DNA Diagnostics does not offer refunds for services purchased.

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2. Limited Exceptions to the No Refunds Policy
Refunds or re-tests will only be considered if Urban DNA Diagnostics is directly responsible for an error. Exceptions include:

  • Testing Errors – Mistakes by our team or laboratory partner that lead to inaccurate or inconclusive results.

  • Service Errors – Errors such as conducting the wrong test or testing the wrong participants due to internal miscommunication.

  • Delayed Results – Failure to deliver results within the agreed timeframe, if the delay is caused by an internal error. Delays caused by unforeseen external circumstances (e.g., natural disasters, third-party disruptions) are not eligible.

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3. Resolution Options
If an error is confirmed, clients may choose one of the following resolutions:

  • Full Refund – Reimbursement of testing fees paid.

  • Complimentary Re-Test – A free re-test to ensure accurate and reliable results.

Refunds will be processed within 7-10 business days to the original payment method. Cash or check payments will be refunded by check.

 

4. Urban DNA Diagnostics Cancellations
If Urban DNA Diagnostics cancels or reschedules an appointment due to internal reasons, clients will have the option to:

  • Reschedule at no additional cost, or

  • Receive a full refund.

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5. Emergency or Special Circumstances
In rare cases of emergencies or unforeseen events, exceptions may be granted at the sole discretion of Urban DNA Diagnostics. Please contact our office immediately to discuss your situation.

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3. How to Request a Refund or Re-Test

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  • Refunds or re-tests are only available in cases where Urban DNA Diagnostics is at fault, as outlined in our No Refunds Policy. If you believe an error has occurred, please follow the steps below within 7 days of receiving your results or identifying the issue.

  • How to Submit a Request:

  • Contact Us:

  • Email: [Your Email Address]

  • Phone: [Your Phone Number]

  • Provide the Following Information:

  • Your full name and contact details.

  • A copy of your receipt or proof of payment.

  • A clear explanation of the issue, including why you believe a refund or re-test may be warranted.

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  • Important Notes:

  • Requests submitted beyond the 7-day window may not be eligible for consideration.

  • Refunds and re-tests are only issued if the error is confirmed to be the result of Urban DNA Diagnostics’ mistake, as detailed in our policy.

  • If you have any questions or need further clarification, please don't hesitate to reach out.

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4. Non-Refundable Situations

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Client Cancellations and Missed Appointments – No Refund Policy

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  • Urban DNA Diagnostics maintains a strict no-refund policy for client-initiated cancellations, missed appointments, or external factors beyond our control. Refunds are only considered in cases where Urban DNA Diagnostics is at fault, as outlined in our policy.

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  • 1. Client-Initiated Cancellations

    No refunds will be issued for cancellations made by the client after payment has been processed. This includes scheduled appointments or services. Exceptions apply only if Urban DNA Diagnostics is responsible for the cancellation or scheduling error.

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  • 2. Missed Appointments (No-Shows)
    Failure to attend a scheduled appointment or reschedule within the required notice period will result in forfeiture of payment. No refunds will be provided for no-shows or late cancellations.

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  • 3. Disagreement with Results
    Refunds will not be issued based on dissatisfaction with or disagreement over DNA test results. Our processes are designed to provide accurate, impartial results and cannot be altered to meet personal expectations.

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  • 4. Third-Party Delays or External Issues
    Urban DNA Diagnostics is not responsible for delays or issues caused by third-party entities (e.g., shipping carriers, government agencies). Refunds will not be provided for circumstances beyond our direct control.

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  • If you have any questions or believe an error occurred, please refer to our Requesting a Refund or Re-Test section for guidance on how to proceed.

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5. Policy Acknowledgment

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By purchasing a service from Urban DNA Diagnostics, you acknowledge that you have read, understood, and agreed to this Refund Policy.

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6. Changes to This Policy

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Urban DNA Diagnostics reserves the right to modify this Refund Policy at any time. Any changes will be updated on our website with an effective date. We encourage you to review this policy periodically for any updates.

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7. Contact Us

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For any questions or concerns regarding this Refund Policy, please contact us:

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Urban DNA Diagnostics
Email: Urbandnadiagnostics@gmail.com
Phone: (877) 442- 8362
Address: 589 Campbell Avenue Suite 553 West Haven, CT 06516

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