Refunds

Thirty days, no argument

If the report does not work on your file, or it simply is not what you expected, ask for your money back within 30 days of purchase and you will get it.

How to ask

Use the contact form, pick any topic, and include the email address you paid with. That is enough for us to find the payment in Stripe. Refunds usually appear within five to ten working days, depending on your bank.

What we will not ask you for

We will not ask you to send us your DNA file, a screenshot of a result, or any part of your report, in order to process a refund. We do not want genetic data and we are not going to make receiving your money back conditional on handing some over.

The honest caveat

Because the product is data delivered to your browser and exports written on your own machine, a refund cannot claw back what you have already downloaded. We are relying on you to be straight with us, and the policy stays this simple for as long as that works.

Your statutory rights

If you are a consumer in the UK or EU, you have a statutory right to cancel a digital purchase within 14 days, which you may have waived at checkout by asking for immediate access. This policy is more generous than that right and does not replace it.