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.

If Biome 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.

Prescription products

If clinical review determines that treatment is not appropriate and no prescription is issued, we will refund the full amount charged for that medication order.

You may cancel before the prescription is submitted to the dispensing pharmacy. Once a prescription order has been submitted for fulfillment, it may no longer be canceled. Prescription medications that have been processed and shipped cannot be returned or refunded.

Medication plans renew monthly at the recurring price disclosed at checkout if a licensed clinician determines that treatment is appropriate. You may cancel future renewals at any time by sending a pre-addressed cancellation request to hello@biome.you. Cancellation stops future subscription renewals after it is processed, but does not reverse a completed charge or cancel an order already submitted to a pharmacy. We will confirm cancellation electronically.

If a shipment arrives damaged, defective, or incorrect, contact hello@biome.you within seven days of receipt. We may request photographs and will review the order for an appropriate replacement or other remedy.

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.