Refunds & Cancellation

We would rather refund you than leave you with a result you cannot use. This page explains exactly when you get your money back and how to ask.

1. We refund in full when

• We cannot produce coordinates from your file for any reason — wrong format, truncated or corrupt data, an unsupported testing chip, or too few usable markers.
• We fail to deliver your results within 7 days and you no longer want to wait.
• You were charged more than once for the same order.
• You paid but never uploaded a file, and ask us to cancel.
• You withdraw your consent to genetic data processing before we have delivered your results.
• A technical fault on our side lost your upload.

In these cases you do not need to argue the point. Email us and we will refund you.

2. We generally cannot refund when

• The coordinates were computed and delivered correctly, but you disagree with how they place you relative to reference populations. The coordinates are a calculation, not an opinion, and we cannot change what your data says.
• You gave an incorrect email address and did not tell us within 30 days, by which time your file has been deleted.
• You uploaded the wrong file and only noticed after we had processed it.

Even so, ask. If something has gone wrong we would rather hear about it, and we deal with borderline cases in the customer's favour.

3. Your EU right of withdrawal

As a consumer in the EU you normally have 14 days to withdraw from a distance contract without giving a reason.

This service is an exception once it has been performed. Under Article 16(a) of the Consumer Rights Directive, as implemented in the Finnish Consumer Protection Act (Kuluttajansuojalaki ch. 6 § 16), the withdrawal right is lost for a service that has been fully performed where performance began with your prior express consent and your acknowledgment that you would lose the right of withdrawal once it was complete.

Because processing begins as soon as your payment clears, you are asked to give that consent and acknowledgment at checkout. Concretely:

• Before we deliver your results, you may cancel for any reason and receive a full refund.
• After we have delivered your results, the work is complete and the statutory withdrawal right no longer applies — but the guarantees in section 1 still do.

If you did not give that consent and acknowledgment, your full 14-day withdrawal right is unaffected and you may exercise it by writing to [email protected].

4. How to request a refund

Email [email protected] with:

• the name and email address you used at checkout;
• the approximate date and time of your order;
• your Stripe receipt number if you have it; and
• a sentence on what went wrong.

We aim to reply within 3 working days. Approved refunds are issued through Stripe to the original payment method, normally arriving within 5–10 working days depending on your bank. We do not charge a processing fee.

5. If you are not satisfied with our answer

You can escalate free of charge to the Finnish Competition and Consumer Authority's consumer advice service (https://www.kkv.fi/en/consumer-advice/), the Consumer Disputes Board (https://www.kuluttajariita.fi/en/index.html), or the EU Online Dispute Resolution platform (https://ec.europa.eu/consumers/odr).

6. Chargebacks

Please contact us before opening a chargeback with your bank. Nearly every case is resolved faster by email, and a chargeback on an order we would have refunded anyway costs us both time.