01
Eligibility and intended use
The service is for eligible South African adults seeking the published wellness review. It is not emergency, diagnostic, ancestry, paternity, carrier, reproductive, pharmacogenomic, mental-health prediction or paediatric testing.
02
Packages, price and payment
The package page shows the VAT-inclusive once-off price and included services before checkout. Payment is processed through the hosted payment provider. An order becomes active only after confirmed payment or an authorised sponsored order.
03
Your responsibilities
Provide information that is complete to the best of your knowledge, update material changes, protect your account, attend supervised collection and follow the current preparation guidance. Do not use the service for emergency or medication decisions.
04
Collection, sample and laboratory exceptions
Collection requires approved identity and kit checks. Inadequate sample, failed quality control, custody mismatch or laboratory exception may delay the timeline or require recollection. No-call results are not inferred.
05
Timelines and availability
Published timelines begin after the laboratory accepts a valid sample and are estimates rather than guarantees. Professional capacity, recollection, quality holds, additional information and external referral can extend the service.
06
Cancellation and refunds
A full refund is available before a kit is allocated or professional work begins. Afterwards, completed payment-provider, collection, laboratory and professional costs may be deducted and itemised. Refunds return through the original payment route where possible.
07
Reports, limitations and corrections
Reports are released through the secure portal after required review. They are wellness information, not diagnosis or treatment. A corrected source or interpretation creates a new linked version and may temporarily suppress an affected report.
08
Complaints, privacy and support
Use secure messages for service support and the privacy request centre for access, correction, restriction, deletion, sample-destruction or privacy complaints. Immediate medical concerns must use emergency or appropriate clinical services.