Refund policy

1. Change your mind within 7 days

You can cancel a test for any reason within 7 days of paying, as long as you have not yet uploaded results for it. We will refund the full R100. This includes your cooling-off right under section 44 of the Electronic Communications and Transactions Act.

2. After your results are uploaded

Once you upload results for a test, we start reading them and writing your report, so the service has been delivered and the fee is not refundable. There are exceptions:

• We cannot produce your report. If your results come from a supported lab and we still cannot read them or write a report, we will refund the full R100.
• Our mistake. If your report is wrong because of an error on our side, for example a value read incorrectly, tell us. We will correct the report, or refund you if we cannot.

3. Payment errors

If you were charged twice or charged the wrong amount, we will refund the difference in full, whenever you notice it.

4. Lab fees

The R100 covers LifePrint's service only. You pay the lab (Lancet, Ampath or PathCare) directly for drawing and testing your blood, and LifePrint never receives that money. Questions about lab charges or refunds must go to the lab, under its own policy. Cancelling your LifePrint test does not cancel or refund anything you paid the lab.

5. How to ask for a refund

Email lifeprintonline@gmail.com from the address on your account, with your test reference (it starts with LP and appears on your dashboard and lab form) and the reason, if the refund is not under section 1. We will reply within 5 working days.

Approved refunds go back to the card or account you paid with, through PayFast, within 10 working days. Your bank may take a few more days to show it. When we refund a test, its lab request form is cancelled and must not be used.

6. Your other rights

This policy does not limit any right you have under the Consumer Protection Act or other South African law. See our terms of service for how we handle complaints.