Refund Policy

Refund Policy

At DxGenes (FZE), we strive to provide a smooth and reliable experience for all users booking laboratory services through our platform. This refund policy outlines the terms under which you may be eligible for a refund.

1. Eligibility for Refund

You may request a refund under the following condition:

• Cancellation must be made at least 24 hours before the scheduled booking date and time.

If the cancellation request meets this condition, the refundable amount will be returned to the original payment method, excluding any service or payment gateway fees charged by third-party providers, which are non-refundable.

2. Non-Refundable Situations

Refunds will not be provided in the following cases:

• Cancellation requested less than 24 hours before the scheduled appointment.
• Failure to be available during the scheduled home collection time.
• Inaccurate or incomplete information provided during booking.
• No-show or refusal of service upon arrival of the collection agent.

3. Refund Process

• To request a refund, please contact us at support@dxgenes.ae with your booking reference number and reason for cancellation.
• Approved refunds will be processed within 7 to 14 working days, depending on the processing time of your bank or payment provider.
• You will receive an email confirmation once the refund is initiated.

4. Contact for Refund Requests

If you believe you are eligible for a refund or need assistance regarding cancellations, please contact us:

📧 support@dxgenes.ae

📞 +971 54 394 3637