Return, Cancellation and Refund Policy

1. General Principle

This policy applies to orders and kits sold by TwinMe and BioTwin. Refund eligibility depends on the time elapsed since the order and whether the order or kit has shipped.

2. Within 24 hours after the order

You may cancel an order within 24 hours after placing it and receive a full refund.

3. After 24 hours and before shipment

After 24 hours and before the order or kit is shipped, any refund equals the amount paid less costs already incurred and non-recoverable, including credit-card fees, payment-processing fees, handling fees, preparation costs, and other reasonable costs incurred to process the order.

4. Once the order or kit has shipped

Once the order or kit has shipped, no refund is available.

5. If you request a refund

Send your request to go@biotwin.ai, with your order number and the reason for your request.

We commit to:

• responding within 5 business days
• processing approved refunds within 10 business days, on the original payment method used

6. How to reach us

TwinMe / BioTwin Customer Service
Email: go@biotwin.ai