Guide to “Free Re-Test / Money-Back Guarantee” & “Cancellation Policy”
Guide to Refunds for DNA and Genetic Testing Fees
(Based on the Act on Specified Commercial Transactions)
Free Re-Test / Money-Back Guarantee
If your test result is 'untestable' for the reasons below, you can choose between a free re-test (we cover re-testing and round-trip kit shipping) or a 30% refund of the total requested amount.
- Test cannot be performed due to poor sample condition
- DNA attached to the sample is degraded
- Insufficient amount of DNA attached to the sample, etc.
* To receive the 'Free Re-Test / Money-Back Guarantee', you must provide proof that your pregnancy weeks at blood collection match your application. For 'Post-IVF Paternity Testing', proof of 8+ weeks is required.
* If 'untestable' and you cannot prove pregnancy weeks (via ultrasound photo, maternal handbook, or doctor's note), no refund will be issued. Re-testing will cost an additional 33,000 JPY.
* If maternal blood needs to be resubmitted for prenatal DNA and genetic testing, we will handle it as a free re-test.
* If maternal blood needs to be resubmitted a second time, an additional 33,000 JPY fee applies. If the second re-test also fails, the test ends, and you will receive a 30% refund.
* Fees for collecting re-test samples (e.g., blood drawing fees) are the customer's responsibility.
* Fees paid to hospitals (e.g., for blood drawing) are not covered by the 'Money-Back Guarantee'.
* Same-day cancellation of blood collection appointments incurs a 5,500 JPY (tax included) fee per occurrence, which must be paid before the test completes.
* To receive the 'Free Re-Test / Money-Back Guarantee', you must submit proof (ultrasound, maternal handbook, doctor's note) that you were 10-16 weeks pregnant at the time of blood collection. Without proof, no free re-test or refund is possible.
* Even if you prove you were 10-16 weeks pregnant initially, if you exceed 17 weeks at the time of re-testing, a re-test is not possible and you will receive a 30% refund.
* If you are 10-16 weeks pregnant at the time of re-testing but have no proof, re-testing costs an additional 33,000 JPY.
* For re-tests, we cover round-trip kit shipping and dispatch it within 2 business days via your designated method. Once the kit dispatch email is sent, you cannot switch to a refund.
* If the re-test result is inconclusive, no further re-tests are possible. The test ends, and a 30% refund is issued.
* Free re-testing for alleged father/mother samples is only for buccal epithelium (using our specified swab rubbed inside the cheek).
* Free buccal epithelium re-testing is always available, but from the second re-test onwards, sample collection must be witnessed. Witnessing at our office is free; at affiliated law offices, it costs 22,000 JPY.
* Samples other than swabs (toothbrushes, hair, etc.) require manual DNA extraction as they cannot be processed by automated systems, resulting in additional time and fees.
* Costs for mailing samples that don't fit in the kit and sample return fees are the customer's responsibility.
* Depending on the sample's 'condition/collection method', an 'untestable' result may only be determined on the final reporting day.
This is because factors like sufficient DNA quantity, microbial DNA, or mixed DNA cannot be confirmed visually and require final analysis.
* In the rare event of a testing error due to our negligence, we will fully refund the testing fee (we cover refund fees). Free optional tests are excluded from refunds. Paid options are refunded for the option cost.
Cancellation Policy
If you wish to cancel your application, please contact us by email or phone within 1 year from the application date.
Cancellations before kit dispatch and payment are free.
For customer cancellations after kit dispatch, the fees below will be deducted from your total requested amount.
For cancellations due to our circumstances, we will fully refund the testing fee (we cover refund fees).
＜Refund Fees for Cancellations＞
| Service applied for | Payment Method | Before Kit Dispatch | After Kit Dispatch | After Sample Arrival | 1 Year Post Application | |||
|---|---|---|---|---|---|---|---|---|
| Before Payment | After Payment | Sample Arrived | Untestable | After selecting free re-test | ||||
| All DNA and Genetic Testing | Bank/Yucho Transfer | 0% | 4%※1 | 50%※2 | No Refund | 70% or select free re-test※3 | No Refund | No Refund※4 |
| Credit Card (Paygent/Paypal) | ||||||||
| Post-pay (Paidy) | ||||||||
Before Kit Dispatch
After Kit Dispatch
After Sample Arrival
or select
free re-test※3
※1:For legal testing, customer cancellations after we confirm the sample collection date and time incur a 50% deduction from the total requested amount.
※2:Customer cancellations after the 'Kit Dispatch Notice' is sent incur a 50% deduction (up to 50,000 JPY).
※3:Free re-tests are limited to tests using our specified swab (buccal epithelium). Re-testing with other samples incurs additional time and fees. (We cover round-trip shipping for re-test kits).
※4:If the test is not completed within 1 year from application, it will be treated as a customer cancellation, and no refunds will be issued.
Testing Service Period and Express Testing Option
Our testing service is valid for '1 year' from the application date.
Therefore, you must return the sample collection kit (samples and documents) so the test can be completed within 1 year.
If samples/documents are not submitted and the test isn't completed within 1 year, it is deemed a customer cancellation, and no refunds will be issued. To test after 1 year, you must pay the testing fee again.
If testing is delayed due to reasons beyond our control (sample condition, delivery status, natural disasters, etc.), the express testing fee will not be refunded.
Test results can be viewed on My Page for 1 year from the reporting date.
Written reports (additional fee) can be issued up to 5 years from the reporting date. Please contact us if you need a written report.