Refund & Cancellation Policy

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1. Mobile Service Cancellations & Partial Refunds

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• More than 48 Hours' Notice: You may cancel or reschedule your mobile appointment up to 48 hours before your scheduled time slot to receive a full refund of your payment.

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• Less than 48 Hours' Notice: Cancellations made within the 48-hour window are eligible for a partial refund only. EMS Proficient will retain a 60% administrative and routing fee from your total booking cost, and the remaining 40% balance will be refunded to your original payment method.

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• Same-Day Cancellations & No-Shows: If you cancel on the exact day of your service, or if our technician arrives and you are not present within 15 minutes of the appointment time, the payment is 100% non-refundable.

 

2. Patient Preparation & "Dry Draw" Policy.

Patients are strictly responsible for following all pre-appointment instructions provided during booking (such as fasting or drinking adequate water).

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• If our mobile phlebotomist arrives at your location and cannot successfully collect a sample due to severe dehydration, non-fasting, or uncooperative conditions, the service fee is 100% non-refundable.

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• In these cases, the travel and dispatch costs are fully used, but we will offer a discounted rate to schedule a second-attempt visit.

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3. DNA & Point-of-Care Test Kits (Physical Products)

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Due to federal health regulations, biohazard safety standards, and strict chain-of-custody rules, medical inventory cannot be restocked once it leaves our facility.

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• No Returns or Retail Refunds: All DNA collection kits (including prenatal paternity and ancestry kits) and Point-of-Care (POC) rapid test kits are strictly non-returnable and non-refundable once they have been shipped, delivered, or handed to the client.

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• Cancellations Before Dispatch: You may request a full refund for a kit order only if your cancellation request is received before the kit has been physically shipped or dispatched with a mobile courier.

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• Damaged or Defective Items: If a test kit arrives with a broken sterility seal, missing components, or manufacturer defects, email Info@emsphlebotomy.org within 48 hours of receipt with photographic proof. We will issue a free replacement kit immediately if we have the kit on hand. If the kit was shipped by your doctor or specialty kit organization you must contact them directly (no cash refunds).

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4. Laboratory Rejections & Retests

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• Specimen Rejection: If the testing laboratory rejects a specimen sample (e.g., due to clotting, hemolysis, or insufficient volume), EMS Proficient will provide a one-time, complimentary recollection visit at zero additional cost to you.

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• Inconclusive DNA Profiles: If an AABB-approved laboratory cannot extract a usable genetic profile from a submitted DNA sample, we will provide a free replacement swab kit, but original collection and service fees remain non-refundable.

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