Refund policy

At Chxhealth®, operated by The Durham Genome Centre Ltd, we begin processing your order immediately after it is received. This includes confirming your test request with our on site laboratory or our approved laboratory partners, generating the required test documentation and preparing any sampling materials or phlebotomy instructions specific to your case.
This point marks the Commencement of our Service.

1. Before We Begin Processing Your Order

If you place an order and immediately contact us to cancel before we have begun processing the order, we will provide a full refund.

Because processing begins quickly—often within minutes of your order—any cancellation request must be received straight away.

2. After We Begin Processing Your Order

Once we have begun processing your order, we will have already incurred direct costs. For this reason, refunds are generally not available once this stage has started.

However, if laboratory analysis has not yet begun, we may, at the sole discretion of Management, offer a partial refund.
Any partial refund offered would take into account:

• administrative and processing costs already incurred;
• laboratory initiation fees;
• any materials or kits already allocated or dispatched.

3. After Laboratory Work Has Started

Once laboratory analysis of your test has commenced, no refund can be issued under any circumstances.

4. Consent and Responsibility

Before placing an order with Chxhealth®, you must ensure that you (and any other participants, if applicable):

• fully understand the nature of the test;
• consent to providing a blood and/or urine sample;
• are able to attend phlebotomy if the test requires it.

Chxhealth® cannot issue refunds due to a participant’s change of mind, refusal to provide a sample, or inability to attend sample collection once the order has been processed.