Refund Policy

Overview

At Geneformation, we are committed to providing high-quality, research-backed summaries to support families and clinicians. We understand that navigating a rare diagnosis 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.

Our Resolution Process

If you experience any technical issue with your report, such as a failed generation, incomplete delivery, or a processing error, our first priority is to resolve it. In most cases, we can fix the problem and regenerate your report at no additional cost. A refund will be offered only if we are unable to deliver a working report within a reasonable timeframe. Please contact us and we will work with you to resolve the issue.

Non-Refundable Situations

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

• User Input Errors: We cannot refund reports where the gene symbol or variant details were entered incorrectly by the user. However, please contact us, 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 platform issue.
• Change of Mind: Once a report has been generated and accessed, we cannot offer refunds for a simple change of mind.

How to Request Support or a Refund

If you experience any issue with your report, please contact our support team 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 requests within 3 business days. If a refund is approved, it will be processed to your original method of payment and typically takes 5-10 business days to appear on your statement, depending on your financial institution.