Refund Policy & Terms of Service

Oracle Genomics Refund Policy

Last Updated: [Current Date]

Company Information:
Oracle Genomics
20 Gainsborough Dr, Athlone, Durban North, 4051, South Africa
Call Us: +27 6412 56421
Email: info@oraclegenomics.com

1. Refunds, Cancellations, and Payment Terms

1.1 Refund Policy Overview

At Oracle Genomics, we are committed to providing high-quality genetic testing services. Our refund policy is designed to be fair and transparent, in compliance with South African consumer protection laws, including the Consumer Protection Act (Act 68 of 2008).

1.2 Refund Eligibility

Pre-testing Cancellations: You may request a full refund if you cancel your order before your sample has been received and processing has begun. To cancel, please contact us within 24 hours of placing your order.
Post-processing Refunds: Once your sample has been received and processing has begun, refunds are generally not available, as laboratory costs have been incurred. However, exceptions may be considered in specific circumstances detailed below.
Defective Kits: If you receive a defective collection kit, please notify us within 7 days of receipt. We will provide a replacement kit at no additional cost. Refunds for defective kits are available if a replacement cannot be provided.

1.3 Cancellation Fees and Deductions

Before Shipment: No cancellation fees apply if cancelled before kit shipment.
After Shipment: If you cancel after the kit has been shipped, a 25% restocking fee will be deducted from your refund, and you must return the unopened kit within 14 days.
After Sample Submission: No refunds are available once your sample has been received at our laboratory.

1.4 Payment Terms

Payment Options: We accept credit/debit cards, EFT (Electronic Funds Transfer), and other secure payment methods available in South Africa.
Payment Plans: Currently, we do not offer installment payment plans. Full payment is required at the time of ordering.
Additional Charges: Express shipping and rush processing options are available at additional costs, clearly disclosed during checkout.

1.5 Failed Sample Processing

If we cannot process your sample due to insufficient specimen quantity or poor sample quality, we will:

Notify you immediately
Offer one free replacement kit
Provide a full refund if you choose not to resubmit a sample

2. Test Turnaround Time and Results

2.1 Processing Time

Standard Turnaround: Results are typically delivered within 14-21 business days from receipt of your sample at our laboratory.
Expedited Processing: Rush processing is available for an additional fee, reducing turnaround time to 7-10 business days.

2.2 Sample Validity Period

Your collection kit remains valid for 6 months from the date of purchase.
Samples submitted after the expiry date will not be processed, and no refund will be provided.
We recommend submitting your sample within 30 days of collection for optimal results.

2.3 Result Delivery

Results are delivered securely via our online patient portal.
You will receive email notification when results are available.
Physical reports can be mailed upon request (additional charges may apply).

2.4 Inconclusive Results

If your test results are inconclusive or unclear:

We will automatically retest your sample once at no additional cost
If the second test remains inconclusive, we will offer either:
- A full refund, or
- Credit toward an alternative test

3. Service Scope and Test Limitations

3.1 Test Types and Purposes

Our genetic tests are designed for:

Informational purposes only – not for diagnostic use
Predictive insights – based on current scientific research
Carrier screening – for specific genetic conditions
Ancestry and trait analysis – for personal interest

3.2 Important Limitations

Not Diagnostic: Our tests are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
Not Medical Advice: Results should not be used as a substitute for professional medical advice, diagnosis, or treatment.
Comprehensive Medical Evaluation: Always consult with a qualified healthcare provider for medical concerns.

3.3 Test Accuracy

Accuracy Rates: Our tests have accuracy rates exceeding 99% for reported variants, based on validation studies.
Limitations: No genetic test is 100% accurate. Factors affecting accuracy include:
- Sample quality
- Technical limitations
- Current scientific knowledge
- Genetic variants not included in our testing panel
False Positives/Negatives: While rare, false results may occur. We maintain rigorous quality control to minimize this risk.

3.4 Variant Detection

We test for both common and rare variants within our specified testing panels.
Our technology can detect most known genetic mutations in the regions we test, but cannot guarantee detection of all possible mutations.
New genetic discoveries may affect the interpretation of your results over time.

4. Sample Handling and Specimen Requirements

4.1 Sample Collection

Primary Method: Saliva collection using our FDA-cleared collection kits
Alternative Methods: Buccal (cheek) swabs available for specific tests
Instructions: Detailed collection instructions are provided with each kit

4.2 Sample Storage and Retention

Post-Testing: Your biological sample is typically destroyed 30 days after testing completion.
Data Retention: Genetic data is stored securely for 5 years, after which it is anonymized or destroyed.
Your Rights: You may request sample and data destruction at any time by submitting a written request.

4.3 Sample Security and Access

Laboratory Access: Only authorized laboratory personnel handle samples.
Multiple Testing: Samples are tested only once unless retesting is medically indicated.
Third-Party Access: We do not share your sample with third parties without your explicit consent, except as required by law.

4.4 Sample Issues

If your sample is:

Contaminated: We will notify you and provide a replacement kit
Insufficient: We will request a new sample at no additional cost
Damaged in Transit: We will replace the kit free of charge

5. Accuracy, Warranties, and Liability Disclaimers

5.1 No Warranties of Accuracy

While we strive for the highest accuracy, we cannot guarantee 100% accuracy of test results.
Results are provided “as is” without warranties of any kind, either expressed or implied.

5.2 Medical Disclaimer

Informational Only: Test results are for informational purposes only and are not diagnostic.
Professional Consultation Required: You are responsible for seeking professional medical advice to interpret your results.
No Medical Advice: Our staff does not provide medical diagnosis, treatment recommendations, or medical advice.

5.3 Liability Limitations

Maximum Liability: Our maximum liability for any claim related to our services is limited to the amount you paid for the test.
Excluded Damages: We are not liable for indirect, incidental, consequential, or punitive damages.
Result Interpretation: We are not liable for decisions you make based on your test results.

5.4 Service Guarantees

We accept responsibility for delays caused by our laboratory and will provide appropriate compensation, such as partial refunds or service credits.
We cannot be held responsible for delays caused by courier services, customs, or other third parties.

6. Informed Consent and Medical Disclaimer

6.1 Required Consent

Informed Consent: You must provide informed consent before we can process your sample.
Consent Includes: Understanding test limitations, data usage, and potential psychological implications.

6.2 Medical Consultation

While not mandatory, we strongly recommend discussing genetic testing with your healthcare provider.
Our tests are available directly to consumers and do not require physician authorization.

6.3 Genetic Counseling

Optional Service: Genetic counseling is available at an additional cost.
Recommendation: We recommend genetic counseling for complex results or if you have concerns about your results.

7. Dispute Resolution and Governing Law

7.1 Complaint Procedure

Timeframe: Complaints must be submitted in writing within 30 days of the issue arising.
Process: We will acknowledge your complaint within 48 hours and resolve it within 14 business days.
Escalation: Unresolved complaints may be escalated to senior management.

7.2 Governing Law

These terms are governed by the laws of the Republic of South Africa.
Any disputes will be subject to the exclusive jurisdiction of the courts of South Africa.

7.3 Alternative Dispute Resolution

We prefer to resolve disputes through negotiation and mediation.
If mediation fails, disputes will be resolved through binding arbitration in Durban, South Africa.

8. Account Access and User Responsibility

8.1 Account Security

You are responsible for maintaining the confidentiality of your login credentials.
Notify us immediately of any unauthorized account access.

8.2 Data Management

Account Deletion: You may request account deletion at any time, subject to legal retention requirements.
Posthumous Data: Upon notification of your passing, we will deactivate your account and follow legal requirements for data handling.

8.3 Lab Liability for Security Breaches

We implement industry-standard security measures to protect your data.
We are not liable for unauthorized access resulting from your failure to protect login credentials.

9. Contact Information for Refund Requests

To request a refund or discuss our policies:

Email: refunds@oraclegenomics.com
Phone: +27 6412 56421 (Refund Department)
Mail: Oracle Genomics Refund Department, 20 Gainsborough Dr, Athlone, Durban North, 4051, South Africa

Processing Time: Refund requests are processed within 10-14 business days. Refunds will be issued to the original payment method.

10. Changes to This Policy

We reserve the right to update this Refund Policy and Terms of Service at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated terms.

11. Your South African Consumer Rights

This policy does not affect your statutory rights under South African law, including but not limited to:

Consumer Protection Act (Act 68 of 2008)
Protection of Personal Information Act (POPIA)
National Health Act

For questions about your consumer rights, contact the National Consumer Commission or the Western Cape Department of Health.

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