Refund, Cancellation and Resampling Policy

Smart DNA understands that test bookings may change. This Policy explains when cancellations, refunds, re-bookings, and re-sampling may apply.

Where a customer cancels before sample collection or before irreversible processing costs are incurred, Smart DNA may approve a refund subject to a reasonable administrative deduction.

Once samples have been collected, shipped, or laboratory processing has begun, refunds may be reduced or unavailable depending on the stage reached and the costs already incurred.

Where samples are insufficient, contaminated, or unusable, Smart DNA may:

• request a new sample
• offer a discounted re-sampling option
• decline refund where the issue arose from customer mishandling or instruction failure

Legal and immigration tests may involve non-refundable documentation, collection, or shipping costs once the case has been initiated.

Approved refunds will be processed through the original payment channel or another approved method within the timeframe communicated by Smart DNA.

For refund or cancellation requests, contact care@smartdna.com.ng with your booking details and reason for request.