Cancellations, Refunds, and Returns

Genome and DNA testing

Genome and DNA testing purchases are final and non-refundable once the order is placed. Because these orders begin a personalized kit, fulfillment, and laboratory workflow, we do not accept customer-requested cancellations, returns, or refunds after purchase, including for unopened kits.

If we cannot ship your kit within the time stated at checkout or, if no time is stated, within 30 days, or if your kit is not delivered, we will offer you a replacement kit or a full refund. A sample that cannot be processed by the laboratory, including because it fails quality control, is not eligible for a refund. You must return your sample within 180 days of receiving your kit; after that window the order is forfeited, no sequencing is performed, and no refund is provided.

If Biome otherwise cannot fulfill your order, we will refund the amount you paid. This policy does not limit any rights or remedies that cannot be waived under applicable law. If your kit or order has a fulfillment problem, contact us at hello@biome.you so we can review it.

Biome app subscriptions

App subscriptions purchased through Apple are billed and managed by Apple. They renew automatically for the selected billing period unless canceled through your Apple Account before renewal. Canceling stops future renewals and does not automatically refund a completed charge.

Refund eligibility for an App Store purchase is determined by Apple. You can manage your subscription in your Apple Account and submit an eligible refund request at reportaproblem.apple.com.

Unauthorized charges and payment problems

If you do not recognize a Biome charge or believe a payment was processed incorrectly, contact hello@biome.you promptly. For an App Store charge, contact Apple through your purchase history or Apple's Report a Problem service. Nothing in this policy limits rights available through your card issuer, payment provider, or applicable law.

Questions

Email hello@biome.you with your order email and order details.

This policy is part of our Terms of Service.