Refund and Skip Policy
1. Full Refund Eligibility
- TOXN offers a 30-day money-back guarantee on some first-time purchases only. This guarantee applies exclusively to customers who complete the full testing process, at the sole discretion of TOXN. To qualify for a refund under the money-back guarantee, all of the following conditions must be met:
- This was your first test with TOXN
- You completed the test, meaning a sample was successfully collected and returned to the laboratory
- Your refund request is submitted within 7 days of receiving your results
- There is a clear error, omission, or verifiable mistake in your provided results.
If you received a damaged kit, missing components, or experienced an issue that prevented you from completing the test, please contact our customer care team. These situations are reviewed separately and may qualify for a replacement kit or refund at our discretion.
2. Return and Refund Policy for Subsequent Orders
- Refunds for subsequent purchases are subject to the following return policy: If you would like a refund for any subsequent order, you must submit a refund form. If a return is approved, we will provide instructions on how and where to return any eligible unused product. Products must be returned in accordance with those instructions to qualify for a refund. Approved refunds will be issued to the original form of payment within six weeks of receipt of the returned product. Shipping costs are non-refundable.
- Because TOXN provides regulated clinical laboratory services, used kits or kits for which a sample has been collected or returned to the laboratory are not eligible for return or refund. If you receive a damaged item or an incorrect order, please contact our customer support team immediately. We will arrange for a replacement or refund as appropriate.
3. Reversal of Your Latest Quarterly Charge
- You may request a reversal of your most recent quarterly charge only if the kit has not yet been prepared to ship. Once a kit has shipped or laboratory testing resources have been utilized, that charge is no longer eligible for reversal.
- To request a charge reversal, please text or email the TOXN customer care team.
4. Shipping, Sample Stability, and Exceptions
- If shipping delays, transit damage, or other logistical issues prevent testing from being completed within validated sample stability timelines, TOXN will review the situation on a case-by-case basis.
- In such cases, we may offer a replacement kit or refund at our discretion.
5. Skipping Policy
- Skip Limit: You may skip up to 1 quarter at a time.
- To initiate a skip:
- Log in to your TOXN dashboard or app
- Navigate to membership or billing settings
- Select “Skip a quarter” and choose a duration of up to 1 quarter
6. Cancellation & Refund Process
- To cancel your membership:
- Log in to your TOXN dashboard or app
- Navigate to account billing
- Select “Manage Shipping and Payment”
- Complete the cancellation process
- Cancellation does not automatically trigger a refund. Refund eligibility is governed by the policies outlined above.
7. Refund Issuance
- Approved refunds are issued to the original form of payment.
- Depending on your financial institution, it may take several business days for refunded funds to appear in your account.
8. Contact Us
- For any questions regarding your membership, skipping, refunds, or reversals, please contact TOXN at:Email: support@toxn.ai
- Provide your membership details and any relevant information to expedite support.
9. Policy Changes
- TOXN reserves the right to update or modify this policy at any time.
- Changes become effective immediately upon posting to our website.