Fueling discovery with data.

GENOMA BIOINFORMATICS LLC
REFUND/RETURN POLICY
Last Updated: February 26, 2025

1. Introduction

This Refund/Return Policy (“Policy”) outlines the terms under which Genoma Bioinformatics LLC (“Company,” “we,” “us,” or “our”) provides refunds or credits for our services. By using our services, you agree to the terms of this Policy.

2. Eligibility for Refunds or Credits

  1. Service Downtime: If our Services fail to meet the 99% uptime guarantee in a given month, you may be eligible for a refund or service credit.
  2. Errors in Analysis: If errors in analysis are caused by us, we will redo the analysis or provide a refund/credit for the affected service.
  3. Other Issues: Refunds or credits may be issued at our discretion for other significant issues that impact your use of the Services.

3. Refund Process

  1. Request Submission: To request a refund or credit, contact our support team within 7 days of the issue. Provide the following information:
    • Your name and contact information.
    • Details of the issue (e.g., downtime, error in analysis).
    • Any supporting documentation (e.g., screenshots, logs).
  2. Review: We will review your request and notify you of our decision within 10 business days.
  3. Refund or Credit: If approved, we will issue a prorated refund or service credit based on the duration and impact of the issue.

4. Timeframe for Refund Requests

Refund or credit requests must be submitted within 30 days of the issue occurring. Requests submitted after this period will not be considered.

5. Exceptions

Refunds or credits will not be issued in the following situations:

  1. User Error: Issues caused by user error or misuse of the Services.
  2. Third-Party Issues: Issues caused by third-party tools or services (e.g., cloud providers).
  3. Force Majeure: Issues caused by events outside our control (e.g., natural disasters, internet outages).

6. Service Credits

  1. Option for Credits: Instead of a refund, we may offer service credits that can be applied to future use of our Services.
  2. Credit Expiry: Service credits expire 12 months from the date of issuance.

7. Changes to This Policy

We may update this Policy from time to time. If we make material changes, we will notify you by email or through our services. Your continued use of our services after such changes constitutes your acceptance of the updated Policy.

If you have any questions about this Policy, please contact us at:
Genoma Bioinformatics LLC