Urban DNA Diagnostics Cancellation Policy

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1. Overview

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At Urban DNA Diagnostics, we understand that unforeseen circumstances may arise, leading to the need to cancel or reschedule an appointment. Our cancellation policy aims to provide clarity and fairness to all parties involved. Please read the following policy carefully to understand our procedures for cancellations, rescheduling, and refunds.

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2. Cancellation Policy

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• Standard Appointments (Paternity, Ancestry, Immigration DNA Tests, etc.):

  • 24-Hour Notice Required: Cancellations must be made at least 24 hours before the scheduled appointment time to avoid any cancellation fees.

  • Cancellation Fee: If you cancel within 24 hours of your appointment, a cancellation fee of $50 will be charged to cover the cost of the appointment slot and any preparatory work already completed.

  • No-Show Fee: If you fail to show up for your scheduled appointment without prior notice, a no-show fee of $100 will be charged.

• Non-Invasive Prenatal Paternity Tests and Legal DNA Tests:

  • 48-Hour Notice Required: Due to the complexity and preparation required for non-invasive prenatal paternity tests and legal DNA tests, cancellations must be made at least 48 hours before the scheduled appointment.

  • Cancellation Fee: If you cancel within 48 hours of your appointment, a cancellation fee of $100 will be charged.

  • No-Show Fee: If you do not show up for a scheduled appointment without notice, a no-show fee of $150 will be applied.

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3. Rescheduling Policy

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• Rescheduling Appointments:

  • We offer a one-time rescheduling option free of charge if you contact us at least 24 hours before your appointment for standard tests or 48 hours for prenatal and legal tests.

  • Subsequent rescheduling requests may incur a fee of $25 per reschedule.

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4. Refund Policy

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• Full Refund Eligibility:

  • You are eligible for a full refund if you cancel an appointment with the required notice period (24 hours for standard tests, 48 hours for prenatal and legal tests).

• Partial Refunds:

  • If you cancel within the notice period but after we have already shipped testing kits or prepared specific documents, a partial refund may be issued, minus any incurred costs (e.g., shipping fees, document preparation).

• No Refunds:

  • No refunds will be issued for cancellations made less than 24 hours in advance for standard tests or less than 48 hours in advance for prenatal and legal tests, as well as for no-shows.

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5. How to Cancel or Reschedule

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• Contact Information:

  • To cancel or reschedule your appointment, please call us at 1 (877) 442-8362 or email us at urbandnadiagnostics@gmail.com. Ensure to provide your name, appointment date, and reason for cancellation or rescheduling.

• Office Hours:

  • Our customer service team is available to assist you from Office Hours, e.g., Monday to Saturday, 9 AM - 5 PM. Messages received outside of business hours will be considered received at the start of the next business day.

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6. Exceptions and Special Circumstances

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• We understand that emergencies and special circumstances can occur. In such cases, we may waive the cancellation fees at our discretion. Please contact us directly to discuss your situation if an emergency arises.

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7. Agreement to Policy

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By booking an appointment with Urban DNA Diagnostics, you acknowledge that you have read, understood, and agreed to this cancellation policy.