Refund Policy

Last updated: 1970-01-01

RobLabs OÜ · Estonia · contact@ancestrus.com

We want you to be satisfied. This policy explains when you are entitled to a refund.

1. Incompatible file

If your Raw Data file is incompatible with our platform (unsupported format, corrupted, insufficient SNPs) and our team cannot process it, we refund 100% within 14 days.

2. Analysis not delivered

If your analysis is not delivered within 72 hours of payment (excluding scheduled maintenance), full refund.

3. EU right of withdrawal

EU consumers have 14 days to withdraw WITHOUT reason, PROVIDED the analysis has NOT yet been generated. By starting the analysis you expressly agree to lose this right (art. 16(m) Directive 2011/83/EU — digital content).

4. No refund for

(a) Analyses already delivered and viewed. (b) Dissatisfaction with percentages (results are probabilistic — see Terms). (c) Fraud attempts or multiple chargebacks.

5. How to request

Email contact@ancestrus.com with your order number (ANC-xxx) and reason. We respond within 5 business days.

6. Processing

Refunds are returned via the same payment method, processed by Stripe within 10 business days.