Refund & Cancellation Policy

Last updated: 14 May 2026

This Refund & Cancellation Policy applies to all orders placed on knowyourgenes.in or the KnowYourGenes app. It is published in compliance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020. By making a payment on the Platform, you agree to this policy.

We have written this plainly. Cancellation windows are pegged to the kit lifecycle - what stage your order is in determines what refund you are eligible for.

1. Cancellation by you

You may cancel your order from the “My orders” page at any time before the kit reaches you. The refund amount depends on the order’s status at the time of cancellation.

Before the kit is dispatched (status: BOOKED): Full refund (100%) to the original payment method.
After the kit has been dispatched but before it is delivered (status: KIT_DISPATCHED): Refund of the booking amount less the actual forward courier cost (typically ₹150 to ₹350 depending on your pincode). We do not charge any additional fee.
After the kit is delivered but before you register it / schedule the reverse pickup (status: KIT_DELIVERED): Refund of 50% of the booking amount. The remaining 50% covers the forward courier, kit consumables, and reverse-courier slot allocation.
After the reverse pickup has been scheduled or completed (status: SAMPLE_PICKED_UP / SAMPLE_IN_TRANSIT): Not eligible for refund. Lab handling is now irreversibly in motion.
After the sample reaches the lab (status: AT_LAB or beyond): Not eligible for refund. Lab processing has begun.

2. Cancellation by us

We will issue a full refund (100%) without any deduction if:

We are unable to ship a kit to your pincode for any reason.
Our partner lab is unable to process the test type you selected.
We discover at intake that the patient is below 18 with no parent/guardian consent on file, and you choose not to proceed under a corrected booking.
The kit is returned to origin after the courier’s maximum attempts (typically 3) and you do not respond to our attempts to confirm a corrected address within 7 days.

If we cancel at any point after the sample has been picked up (for example, lab error, sample contamination, sequencing failure), we will at your option either dispatch a free re-collection kit or refund 100% of the amount paid.

3. Sample integrity issues

Approximately 1 in 200 samples cannot be processed due to factors outside our control (insufficient DNA yield, contamination during transport, degraded sample, etc.). In these cases:

We will contact you within 5 business days of the sample reaching the lab.
We will dispatch a free re-collection kit at our cost.
If you prefer not to re-collect, we will refund 100%.

4. Lost or undeliverable kits

If the forward kit is lost in courier transit, we re-ship at our cost as soon as the courier confirms loss. Your order TAT clock resets to the date of the second dispatch.

If the reverse-leg shipment is lost in transit, we treat it as a sample integrity issue (clause 3) and dispatch a free re-collection kit.

If the kit is returned to origin (RTO) after maximum delivery attempts, we will contact you to confirm a corrected address. We re-ship at our cost the first time. If a second RTO occurs, you may choose between a third dispatch with an actuals shipping fee, or cancellation under clause 1.

5. Refund of reports

A genetic report cannot be “returned”. We do not refund a delivered report based solely on the customer’s interpretation of the findings, dissatisfaction with the result, or a change of mind. Refunds against a delivered report are limited to:

Deficiency in the report (incorrect biomarker reported, missing section, data corruption): full or partial refund at our discretion after review, plus re-issue of the corrected report at no charge.
Late delivery beyond the stated end-to-end TAT without our proactive communication: at your option, a 25% partial refund and the report when ready, or 100% refund and we abandon the order.
Demonstrable laboratory error: 100% refund and free re-collection.

Report-related refund claims must be raised within 7 calendar days of report delivery, by writing to care@knowyourgenes.in with a description of the issue.

6. Refund timeline & method

Refund processing is initiated within 3 business days of eligibility being confirmed.
Refunds are issued to the original payment method used at checkout. UPI and net banking refunds typically reflect in 5–7 business days; card refunds may take up to 10 business days depending on the issuing bank.
If the original method is not available (for example, the card has expired), we will request alternative bank details and refund via NEFT/UPI.
We do not refund through cheque or cash.

7. Coupons & discounts

Refunded amounts are net of any coupon, promotional discount, or store credit that was applied to the original payment.
A used coupon is restored to your account only if the booking is fully cancelled by us before kit dispatch.
Store credit issued by KYG (for example, as goodwill or referral reward) is non-refundable to a bank account.

8. Pre-test / post-test counselling

Counselling sessions are non-refundable once held. If you cancel a scheduled counselling session at least 12 hours in advance, the session is rescheduled at no charge. A no-show or cancellation inside 12 hours forfeits the session fee.

9. How to request a refund

You can request a refund or cancellation in two ways:

From your order page on knowyourgenes.in or the app, using the “Cancel order” or “Report an issue” button.
By writing to care@knowyourgenes.in with your order ID, registered mobile number, and a brief description of the reason.

We will acknowledge your request within 1 business day and confirm the outcome within 5 business days.

10. Escalation

If you are not satisfied with how a refund request has been handled, write to grievance@knowyourgenes.in. Our Grievance Officer will review and respond within 15 days. You retain all your statutory rights under the Consumer Protection Act, 2019.

11. Contact

BFG Market Consult Private Limited (operating the KnowYourGenes brand)
SU 18, Pitam Pura, Delhi 110034, India
CIN: U74999DL2010PTC207582
Email: care@knowyourgenes.in
Phone: +91 11 4000 0000(Mon–Sat, 09:00–19:00 IST)
Grievance: grievance@knowyourgenes.in