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 for it. Prepaid formulas follow section 5.

This change-of-mind rule does not limit statutory warranties, remedies for a service that is not provided, or the assistance for defective kits and unusable samples described below.

5. Prepaid formulas

A prepaid formula, such as 4 or 12 kits paid upfront, is paid in full when you order, and its kits are shipped over time.

• Until the first kit ships, sections 2 and 3 apply to the whole formula.
• Once the first kit has shipped, kits already shipped are not refundable and are counted at the regular price of a single kit, without the prepaid discount. The rest of the amount paid, if any, is refunded, less the costs described in section 3.

5A. Defective kit or unusable sample

Contact go@biotwin.ai if your kit is defective, you have a collection problem or your sample is insufficient or unusable. We help you find a solution and replace a defective kit, or the kit needed for recollection when a sample is unusable, free of kit charges. Shipping charges may apply case by case; we tell you the amount before asking for your agreement. No charge is imposed where the law requires a remedy at no cost.

If the service cannot be provided, we explain the available solutions and apply any refunds and remedies required by law. This support does not reduce your statutory warranties.

6. 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

7. How to reach us

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