Refund & Cancellation Policy
When you get a replacement kit, when you get money back, and how to cancel. No hidden restocking fees.
MadoHealth is not currently operating as a live service.
No kits are being mailed, no specimens are being sequenced, and no payments are being taken. These terms describe how the service will operate once it launches, and are published now so they can be read before anyone is asked to agree to them.
Cancelling a recurring plan
Cancel any time from your dashboard, or by emailing kiowa@madodigital.net. Cancellation takes effect immediately and stops all future charges.
You keep access to results already delivered, and to any kit already shipped to you — cancelling does not mean you have to send it back unused.
Before your kit ships
Full refund, no questions. If you cancel an order before the kit has been dispatched, you get everything back.
After your kit ships, before you use it
Full refund minus outbound shipping. Email us within 14 days of the kit shipping. You don't need to return it — return shipping usually costs more than the kit is worth to us.
We deliberately don't charge a restocking or processing fee. A kit that has left our hands can't be re-sold anyway, and charging you for that isn't honest.
If your sample can't be used — replacement, free
Sometimes a sample can't produce a result we're willing to stand behind. The common reasons:
- It spent longer than 168 hours in transit and fell outside the panel's stability window
- There wasn't enough material to sequence
- The laboratory rejected the specimen
- The kit came from a manufacturing lot we later recalled
In all of those cases we send you a replacement kit at no charge. You don't pay twice for one test, and you don't have to argue with anyone about it — the system flags these automatically rather than waiting for you to notice.
If you'd rather have your money back than a replacement, say so and we'll refund you in full.
After results are delivered
Once a result has been sequenced and delivered, that cycle isn't refundable — the laboratory work has been done and paid for. You can still cancel the plan immediately so you're not charged again.
The exception: if we made a mistake — wrong result, wrong account, a problem with how we handled your sample — tell us and we will refund you. That isn't a goodwill gesture, it's what you paid for and didn't receive.
If we can't serve your state
Laboratory licensing varies by state, and availability can change. If we can no longer serve your state after you've paid, we cancel and refund you in full automatically — you don't need to ask.
How refunds are issued
Refunds go back to the original payment method via Stripe, typically within 5–10 business days depending on your bank. We'll email you when one is issued.
Questions or disputes
Email kiowa@madodigital.net before opening a chargeback. We're a small company and will almost always sort it out faster than your bank will.
Questions about anything here? Email kiowa@madodigital.net or see our contact page.