Effective date: December 23, 2025
Applies to: Purchases made on hellogoodlabs.com
1) Quick summary
Full refund including all fees if you cancel before any sample is collected and before any non-reversible work begins (like kit shipment or lab order processing).
No refund once a blood sample has been collected or the lab has begun processing, because costs are incurred and services are non-returnable.
If something goes wrong on our side (duplicate charge, kit never arrives, lab cannot run the test due to an issue we control), we will make it right via re-collection, replacement, or refund as described below.
2) Definitions
“Testing Fee”: What you pay to GoodLabs for the testing service, logistics, reporting, and support.
“Draw Fee”: What you to get a blood draw at a testing site.
“Sample Collected”: When blood has been drawn or a collection attempt has begun (including at a blood donation site or partnered collection site).
“Lab Processing”: When the lab has started testing, accessioning, or otherwise processing your sample.
“Kit”: Any collection kit or shipping materials sent to you (if applicable).
“Eligible Refund”: A refund that meets the criteria in this policy.
3) One-time purchases (non-subscription)
A) Cancel before sample collection
You may receive a full refund of the amount paid to GoodLabs if:
You request cancellation before Sample Collected, and
No non-reversible work has started (examples: kit shipped, lab order placed and processed, or other costs already incurred).
If non-reversible work has started but no sample has been collected, you may receive a partial refund:
Kit shipped: refund of the Service Fee minus a kit and shipping fee (or the actual shipping cost, whichever is lower), unless the shipment issue was our fault.
Lab order already processed: refund of the Service Fee minus any non-recoverable lab/pass-through fees we already paid.
B) After sample collection or lab processing begins
No refunds are provided once:
Your sample has been collected, or
Lab Processing has begun,
because the service is already being delivered and the costs are incurred.
4) Appointments, rescheduling, and no-shows
Rescheduling your appointment or not showing up doesn't cost you anything.
5) Unusable samples, lab errors, and redraws
Sometimes a sample cannot be tested (examples: insufficient volume, hemolysis, clotting, temperature issues, labeling errors).
If the sample is unusable:
You may return to the draw center at no-cost for a re-draw.
6) Shipping issues (if kits are shipped)
Lost in transit: If tracking shows your Kit was lost and you notify us within 14 days of the shipping date, we will send a replacement Kit at no charge. If a replacement is not possible, we will provide an Eligible Refund.
Delivered but not received: We may require you to complete a brief written statement and/or work with the carrier. Outcomes vary by carrier investigation.
Wrong kit or damaged kit: We will replace it at no cost.
7) Incorrect charges, duplicates, and pricing errors
If you believe you were charged incorrectly, contact us within 30 days of the charge. If confirmed, we will issue a refund for the incorrect amount. Contact us at [email protected]
8) Promotions, credits, and gift cards
Promo codes: Non-refundable and have no cash value.
Account credits: Non-refundable, non-transferable, and may expire as stated when issued.
Gift cards: Refundable only where required by law.
9) How to request a refund
Email [email protected] with:
Your full name
Order ID
Date of purchase
The reason for the request
Any supporting details (screenshots of receipts, shipping tracking, etc.)
Please do not email sensitive medical details. If we need specific information, we will request it through a secure channel.
10) Refund method and timing
Approved refunds are issued to the original payment method whenever possible.
Processing typically takes 5-10 business days, but your bank may take additional time to post it.
11) Chargebacks
If you initiate a chargeback without contacting us first, we may pause support on the order while we investigate. We encourage you to contact us first so we can resolve quickly.
12) Changes to this policy
We may update this policy from time to time. The “Effective date” above indicates when the latest version takes effect.
Contact: [email protected]