Refund & Cancellation Policy
At DNA Labs UAE, we maintain the highest standards of molecular precision. Because our diagnostic processes involve significant clinical preparation and specialized reagents, our refund policy is governed by the specific stage of the laboratory workflow.
1. Sample Processing & Non-Refundability
Once a clinical sample has been received at our Dubai Healthcare City (DHCC) facility and has entered the Processing Stage, no refunds shall be issued. This is due to the immediate consumption of high-value genomic reagents and the allocation of specialized laboratory personnel.
2. Sample Integrity & Logistics Issues
We acknowledge that unforeseen circumstances may occur during the transit of biological materials. In the event a sample is lost or compromised due to circumstances beyond our control (e.g., transit accidents or natural disasters), DNA Labs UAE provides the following options:
- A Full Refund of the test amount via the original payment method.
- A Complimentary Re-collection at a time and location of your convenience.
3. Technical Validation & Re-sampling
Occasionally, a "No Result" or "Inconclusive" outcome may occur due to biological factors such as low fetal fraction or insufficient DNA yield.
- Re-sampling Request: If the laboratory requires a second sample for validation, we will provide the re-collection service free of charge.
- Patient Denial of Re-sample: If the patient declines to provide a second sample required for clinical validation after the initial process has yielded no result, DNA Labs UAE will issue a 50% Refund. The remaining 50% is retained to cover the cost of initial reagents and laboratory labor expended.
4. Home Collection Service Fees
- Cancellation Before Dispatch: A full refund is available if the appointment is canceled at least 2 hours before the scheduled time.
- Cancellation After Dispatch: If a phlebotomist has already been dispatched, the Home Collection Service Fee is non-refundable, regardless of whether the sample is collected.
5. Dispute Resolution & Amendments
DNA Labs UAE reserves the right to amend this policy in accordance with DHA and DHCA regulatory updates. Any disputes arising from this policy shall be governed by the laws of the Dubai Healthcare City Authority and the courts of the United Arab Emirates.