Refund Policy

Overview

At Geneformation, we are committed to providing high-quality, research-backed summaries to support families and clinicians. We understand that navigating genetic information can be complex, and we want you to feel confident in the value of our reports. Our refund policy is designed to be fair, transparent, and supportive of your needs.

Eligibility for Refunds

We offer refunds under the following circumstances:

• Technical Errors: If a technical issue prevented the successful generation or delivery of your report, and our support team is unable to resolve it within 48 hours.
• Empty Results: If our system returns a report with no substantive data or findings for a valid gene and variant entry, provided that public research data actually exists for that query.
• Incorrect Processing: If the report generated does not match the gene or variant information you entered due to a system processing error.

Non-Refundable Situations

Please note that refunds are generally not granted in these situations:

• User Input Errors: We cannot refund reports where the gene name or variant details were entered incorrectly by the user. However, please contact support, as we may be able to offer a discounted regeneration for simple typos.
• Lack of Public Data: If a report is sparse because there is genuinely limited or no published scientific literature available for your specific rare variant, this reflects the current state of research rather than a service failure.
• Change of Mind: Once a report has been generated and accessed, we cannot offer refunds for a simple change of mind.

How to Request a Refund

To request a refund, please contact our support team at support@geneformation.net within 14 days of your purchase. Please include:

• Your order number or the email address used for the purchase.
• A brief description of the issue.
• The gene and variant information you entered.

We aim to review and respond to all refund requests within 3 business days. If approved, refunds will be processed to your original method of payment and may take 5-10 business days to appear on your statement.