Return, Cancellation and Refund Policy

1. General Principle

TwinMe (by BioTwin) provides personalized health and well-being analyses based on biological samples and biomarkers. Because each kit, each sample and each analysis is generated specifically for you, our return and refund policy is adapted to this type of service.

Our goal is to be transparent: you can cancel an order as long as no sample, no analysis and no service has been initiated.

2. Kits (single purchase)

Cancellation before shipment

You can cancel your order at no cost and receive a full refund as long as the kit has not yet been shipped.

Once the kit has been shipped

The kit is no longer refundable, because it has been prepared, dispatched and is on its way to you.

Once the kit has been used

No refund is possible if the kit has been opened, used, or if the sample has been received at the laboratory.

3. Analyses

Once the laboratory analysis has started, the service is considered rendered and is non-refundable.

If a technical issue prevents the laboratory analysis (insufficient sample, contamination, equipment failure), TwinMe will offer either: a free replacement of the kit, or a refund of the amount paid for the analysis, at your choice.

4. Prepaid plans (monthly, quarterly, annual)

Cancellation

You can cancel your plan at any time by contacting our support team at go@biotwin.ai. Your plan then stops at the end of the current period (no automatic renewal).

Already-used services

Services already rendered (kits sent, kits used, analyses started, reports delivered) are not refundable.

Unused services

Within an annual prepaid plan, services that have not yet started (kits not yet shipped, analyses not yet started) can either be refunded prorata, or kept as credit on your TwinMe account for a future purchase.

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 refunds within 10 business days after agreement, on the original payment method used

6. Timeframes

• Cancellation of an unshipped kit: full refund within 5 to 10 business days
• Refund following a confirmed technical issue: same timeframe
• Cancellation of a prepaid plan: applied at the end of the current period

7. How to reach us

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