Refund Policy

1. What you've bought

An Ancestrify purchase entitles you to one DNA ancestry analysis (G25 or qpAdm) run against our reference panels and the resulting written report. The analysis is a one-time digital service, not a subscription. Card payments are processed by Banka Kombëtare Tregtare Sh.a. ("BKT"), our acquiring bank. Ancestrify is the merchant of record and is responsible for billing, invoices, taxes, and remitting refunds.

2. EU/UK consumer right of withdrawal

If you live in the EU, the UK, or another jurisdiction with a statutory right of withdrawal for distance contracts, you generally have a 14-day cooling-off period after purchase to change your mind. Because our service is digital and the report is typically generated immediately after you submit your data, we ask you at checkout to expressly consent to the immediate performance of the service and to acknowledge that you lose the right of withdrawal once the analysis has been completed. If you have not yet started the analysis (i.e. you have not yet submitted your genotype data, or the analysis has not yet been run), you keep the full 14-day right of withdrawal. Mandatory consumer-protection rights under your local law are not affected by this policy.

3. When you can request a refund

• Before your analysis is run. If you've paid but have not yet submitted your genotype data, or the analysis has not yet started processing, you can request a full refund.
• If we cannot deliver your report. If, due to a technical fault on our side, we are unable to produce your report within a reasonable time, you can request a full refund.
• If you were billed in error (duplicate charge, wrong amount, or a payment you did not authorise), contact us and we will correct it.
• Where local law requires it. Nothing in this policy limits statutory consumer rights in your jurisdiction.

4. When refunds are not available

Once your analysis has been run and your report has been generated and made available to you, the service has been fully delivered and we cannot offer a refund except where required by law. We also cannot refund:

• requests made on the basis that the report's findings were unexpected;
• requests made because your input data was incomplete, low-coverage, or otherwise unsuitable, where this was not reasonably apparent to us before processing (we will, where possible, work with you to rerun the analysis on better input);
• requests where the breach of these terms is by you (e.g. uploading data you were not authorised to submit).

5. How to request a refund

Email info@ancestrify.io from the email address on your Ancestrify account and include:

• the order number or card-transaction reference from your receipt;
• the date of the purchase;
• a brief description of the issue.

We aim to respond within two business days. If your request is approved, the refund will be returned to the original card via our acquiring bank, typically within 5–10 business days, depending on your bank or card issuer.

6. Chargebacks

If you believe there is a problem with a charge, please contact us first — we will almost always resolve it faster than a bank dispute. Chargebacks raised without first contacting us, or for reasons that do not match this policy or applicable law, may result in suspension of your account.

7. Contact

Questions about this Refund Policy? info@ancestrify.io. For the broader rules that govern your purchase and use of the Service, see our Terms of Service.