Legal
Refund Policy
Last updated: September 2026 · Applies to all Genox subscription plans.
14-Day Window
Eligible refund requests must be submitted within 14 days of the original charge. Requests after this window are handled at our discretion.
Cancel Anytime
You can cancel your subscription at any time from the billing portal. Cancellation stops future renewals but does not automatically refund the current period.
Usage-Based Limits
Once your DNA file has been processed and results generated, that portion of the service is considered delivered and may not be eligible for a full refund.
How Refunds Are Issued
Approved refunds are returned to your original payment method via Stripe, typically within 5–10 business days depending on your bank.
1. Overview
This Refund Policy explains when and how you may request a refund for a Genox ("the Service") subscription. By purchasing a plan, you agree to the terms described below. This policy should be read together with our Terms of Use.
2. Subscription Billing
Genox offers recurring subscription plans billed monthly through our payment processor, Stripe. Your subscription automatically renews at the end of each billing period unless cancelled. The amount and billing cadence for your plan are shown at checkout and in your billing portal.
3. 14-Day Refund Window
You may request a refund of your most recent subscription charge within 14 days of the payment date, subject to the eligibility conditions below. Requests submitted after 14 days are reviewed on a case-by-case basis and are not guaranteed.
4. Eligibility
You may be eligible for a refund if:
- You were charged in error or double-charged.
- A technical issue on our side prevented you from using the Service, and we were unable to resolve it.
- You cancelled but were charged for a renewal you did not intend to keep, reported promptly.
5. Non-Refundable Situations
Refunds are generally not available where:
- Your DNA file has already been processed and results delivered for the billing period in question.
- The request is made after the 14-day window without exceptional circumstances.
- The subscription was cancelled but the current period was fully used.
- The request relates to dissatisfaction with genetic interpretations, which are educational and based on public research databases (see our Terms of Use).
6. Cancellations
You can cancel your subscription at any time from the billing portal in your account settings. Cancellation prevents future renewals and takes effect at the end of the current paid period. You retain access to paid features until that period ends. Cancellation alone does not trigger an automatic refund of the current period.
7. How to Request a Refund
To request a refund, email us at [email protected] with the email address on your account and the approximate date of the charge. We aim to respond within 3 business days. Approved refunds are issued to your original payment method via Stripe and typically appear within 5–10 business days.
8. Chargebacks
If you believe you were charged incorrectly, please contact us first — we can usually resolve issues faster than a bank dispute. Initiating a chargeback without contacting us may result in suspension of your account while the dispute is investigated.
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated revision date. Continued use of the Service after changes constitutes acceptance of the updated policy.