Refund Policy

True Cut orders involve intake review, sample handling, external sequencing or genotyping work, analysis, and dossier preparation. Refund eligibility depends on the order stage when the request is received.

Before processing begins

If you request cancellation before sample processing or external lab work begins, True Cut will review the order status and may refund the unused portion of the order, less payment-processing costs or work already performed.

After processing begins

Once sample processing, external lab work, analysis, or dossier preparation has started, refunds may be limited because costs and scientific work have already been incurred.

Sample problems or order corrections

If a sample cannot be processed, has intake problems, or needs corrected metadata, True Cut will communicate the issue and available next steps. Options may include resubmission, order correction, partial credit, or cancellation depending on the circumstances.

How to request a review

Send refund or cancellation questions to info@truecut.co with the account email, order reference, and a short explanation of the request.