This Cancellation & Refund Policy ("Policy") explains the cancellation, refund, and related logistics provisions applicable to Orders placed through the Platform.
âšī¸This Policy applies to Testing Services booked through the Company's website, researcher web portal, Android application, iOS application, and other digital interfaces operated under the Testify Samples brand.
1. Purpose & Scope
This Cancellation & Refund Policy ("Policy") explains the cancellation, refund, and related logistics provisions applicable to Orders placed through the Platform.
This Policy applies to Testing Services booked through the Company's website, researcher web portal, Android application, iOS application, and other digital interfaces operated under the Testify Samples brand.
This Policy shall be read together with the Terms & Conditions and Privacy Policy. The cancellation and refund eligibility of an Order shall be determined based on the operational stage of the Order at the time the cancellation request is received.
Nothing in this Policy shall limit any rights or remedies available to a User under Applicable Law.
2. Cancellation by the User
A User may request cancellation of an Order through the Platform or by contacting the Company's Support team, subject to the stage of the Order.
The refund amount, if any, shall depend on the stage of the Order and the costs already incurred or reasonably committed in connection with the Testing Service and Logistics Service.
Once a Sample has been picked up, received by the Laboratory Partner, or testing has commenced, cancellation may be subject to applicable Logistics Fees, recall or return charges, or other costs already incurred.
3. Cancellation & Refund Matrix
The following matrix sets forth the cancellation options and refund treatment across each stage of an Order:
| Order Stage | Cancellation & Refund Treatment |
|---|
Payment Successful â Processing Not Started | User may cancel the Order and shall be eligible for a full refund of the amount paid. |
Pickup Scheduled | User may request cancellation. The applicable Logistics Fee shall be charged or deducted, and the remaining eligible amount shall be refunded. |
Sample Picked Up | User may request cancellation. Where recall or return of the Sample is operationally feasible, applicable pickup, transit, recall, return, or other incurred Logistics Fees shall be deducted, and the remaining eligible amount may be refunded. |
Sample Received by Laboratory Partner | User may request cancellation. Where recall or return of the Sample is operationally feasible, applicable logistics, recall, return, handling, or other incurred Logistics Fees shall be deducted, and the remaining eligible amount may be refunded. |
Testing Commenced | No cancellation or refund, subject to Applicable Law or circumstances where the Testing Service was not provided as agreed. |
Testing Completed | No cancellation or refund, subject to Applicable Law or circumstances where the Testing Service was not provided as agreed. |
Test Report Uploaded | No cancellation or refund, subject to Applicable Law or circumstances where the Testing Service was not provided as agreed. |
4. Payment Successful â Processing Not Started
Where payment has been successfully received but processing of the Order has not commenced, the User may cancel the Order and shall be eligible for a full refund of the amount paid.
The refund shall generally be processed through the original payment method or applicable payment gateway, subject to the processing timelines of the relevant payment service provider.
5. Pickup Scheduled
Where a Sample pickup has been scheduled but the Sample has not yet been collected, the User may request cancellation.
The applicable Logistics Fee shall be charged or deducted, and the remaining eligible amount paid towards the Order shall be refunded to the User.
Where applicable, the Company may determine the Logistics Fee based on the actual logistics arrangements made or costs incurred for the scheduled pickup.
6. Sample Picked Up
Once a Sample has been collected, the User may request cancellation directly through the Platform.
Where operationally feasible, the Company may attempt to recall or return the Sample. Any applicable pickup, transit, recall, return, handling, or other Logistics Fees already incurred or reasonably committed in connection with the Sample shall be deducted from the eligible refundable amount.
After deduction of such applicable charges, the remaining eligible amount may be refunded to the User.
â ī¸Recall or return of a Sample cannot be guaranteed once the Sample has entered the logistics or laboratory processing chain.
7. Sample Received by Laboratory Partner
Once the Sample has been received by the Laboratory Partner, the User may request cancellation directly through the Platform.
Where operationally feasible, the Company may attempt to recall or return the Sample. Any applicable pickup, transit, recall, return, handling, or other Logistics Fees already incurred or reasonably committed in connection with the Sample shall be deducted from the eligible refundable amount.
After deduction of such applicable charges, the remaining eligible amount may be refunded to the User.
Where the Testing Service has already commenced, the Order shall be treated in accordance with Section 8 â Testing Commenced.
â ī¸Recall or return of a Sample cannot be guaranteed once the Sample has entered the laboratory processing chain.
8. Testing Commenced
Once the Testing Service has commenced for the Sample at the Laboratory Partner, the Order shall generally become non-cancellable and non-refundable.
This is because laboratory resources, testing procedures, consumables, equipment, personnel, and other costs may already have been committed to performing the Test.
This restriction shall not affect any refund or other remedy available to the User under Applicable Law or where the Testing Service was not provided as agreed.
9. Testing Completed
Once the Test has been completed by the Laboratory Partner, the Order shall be non-cancellable and non-refundable.
Where a User has any concern regarding the Test or Test Report, the User may raise an issue through the Platform or contact the Company's Support team. The Company may assist the User in communicating with the relevant Laboratory Partner and facilitate the review or resolution of the reported issue, where appropriate.
âšī¸Raising an issue regarding a Test or Test Report does not by itself create an entitlement to a refund.
10. Test Report Uploaded
Once the Test Report has been uploaded and made available to the User through the Platform, the Order shall be considered completed for the purpose of cancellation and refund and shall be non-cancellable and non-refundable.
If the User identifies an apparent error, missing information, discrepancy, or other concern relating to the Test Report, the User may raise an issue through the Platform or contact the Company's Support team.
The Company may provide reasonable assistance and coordinate with the Laboratory Partner for clarification, correction, review, or other appropriate resolution, where applicable. Any such assistance shall not constitute an automatic refund or cancellation of the Order.
11. Cancellation by the Company or Laboratory Partner
The Company or Laboratory Partner may cancel an Order where the Testing Service is unavailable, the Sample is unsuitable or prohibited, required information is incomplete, safety or regulatory concerns arise, or the Order cannot reasonably be fulfilled.
Where the Order is cancelled before testing has commenced for reasons not attributable to the User, the User shall generally be eligible for a refund of the amount paid for the unfulfilled Testing Service, subject to any applicable Logistics Fee or other charges already incurred.
Where cancellation occurs after the Sample has been picked up or received by the Laboratory Partner, the refund shall be determined based on the stage of the Order and applicable logistics or other costs already incurred.
Where cancellation is attributable to the User, the applicable refund shall be determined in accordance with this Policy and the stage of the Order.
12. Failed or Duplicate Payments
If a payment is unsuccessful but the User's bank or payment provider has nevertheless debited the amount, the transaction shall be subject to reconciliation with the applicable payment gateway.
Where the Company receives a duplicate payment for the same Order, the excess amount shall be refunded to the User after verification of the transaction.
Such refunds shall generally be processed through the original payment method or applicable payment gateway, subject to the processing timelines of the relevant payment service provider.
13. Refund Processing
Approved refunds shall generally be initiated by the Company within five (5) to seven (7) business days after the refund becomes due and is approved. The time taken for the refunded amount to reflect in the User's original payment method may vary depending on the payment gateway, bank, card network, or other financial institution.
đUsers should retain their Order ID, transaction details, and refund reference information when contacting the Company regarding a refund.
14. Applicable Charges and Deductions
Where applicable under this Policy, the following charges may be deducted before determining the eligible refundable amount:
- Logistics Fees already incurred or reasonably committed;
- pickup, transit, recall, or return charges;
- handling charges associated with Sample recall or return; and
- other directly attributable costs incurred in connection with the cancellation or recall of the Sample, where applicable.
The Company shall not impose deductions that are inconsistent with Applicable Law or the charges disclosed to the User at the time of booking.
Any applicable GST or other taxes shall be adjusted or refunded, as applicable, in accordance with the applicable tax invoice, credit note, refund treatment, and Applicable Law.
15. Exceptional Circumstances
The Company may review a cancellation or refund request on a case-by-case basis where exceptional circumstances materially affect the fulfilment of an Order.
Any such review shall be based on the facts, operational status of the Order, and applicable circumstances and shall not create a general entitlement to a refund for other Orders.
Nothing in this Policy limits any rights or remedies available to Users under Applicable Law.
16. Refund Method
Unless otherwise required under Applicable Law or agreed by the Company, approved refunds shall generally be made to the original payment method used for the Order.
The Company may request additional information or verification where reasonably necessary to prevent fraud, duplicate refunds, or unauthorised refund requests.
17. Contact for Cancellation, Refunds & Test Report Issues
For cancellation requests, refund queries, or concerns relating to a Test or Test Report, Users may contact the Company's Support team through the support channels provided on the Platform.
Users should provide their Order ID and relevant transaction details to enable efficient verification and assistance.
18. Policy Changes
The Company may update this Policy from time to time to reflect changes in Applicable Law, payment systems, logistics operations, Platform functionality, or business practices. Any material changes shall be communicated through the Platform or other appropriate means where required. The version of this Policy applicable to an Order shall generally be the version in effect at the time the Order was placed, unless a change is required by Applicable Law.
