A collection kit is a physical item, and once a sample has been taken it cannot be returned to stock or resold. This policy explains what that means in practice at each stage of an order, and how to cancel. It sits alongside the Terms of Service, and it does not affect any statutory cancellation or refund right you have where you live.
Cancelling an order before a kit ships
You can cancel an order at any time before the kit leaves our fulfilment partner, and you will receive a full refund of everything you paid, including any delivery charge. No reason is needed.
Orders are usually prepared for despatch within [X days] of being placed, so the earlier you tell us, the more likely it is that we can stop the parcel. If the kit has already been handed to the carrier when your message reaches us, the next section applies instead, and we will tell you which one we have used.
After a kit ships
Once a kit has shipped, you can still cancel within [X days] of the day you receive it, provided the kit is unused and the seal on the collection components is unbroken. Return it to us in the condition you received it, using the returns instructions we will send you.
Where the return is a change of mind, you are responsible for the cost of returning the kit, and we may deduct [X amount or percentage] from the refund to cover the original delivery charge and any handling cost. Where the kit was faulty, incomplete, damaged in transit or sent in error, we cover the return cost in full and refund everything you paid, or send a replacement, whichever you prefer.
A kit whose seal is broken, whose components have been used, or which is returned after the window above cannot be refunded, for hygiene and sample-integrity reasons. We will tell you if that is the case when the kit reaches us, and we can return it to you at your cost if you would rather keep it.
After a sample is received
Once your sample has been received by the laboratory, the analysis is a personalised service that has begun at your request and cannot be recalled, so an order can no longer be cancelled for a refund.
You can still ask us to stop before your results are produced. If you do, we will halt the analysis where that is still technically possible, destroy the sample, and delete the measurements taken so far, as described in the Privacy Policy. A request of that kind is not usually refundable, because the work has already been performed, although we may refund part of the price at our discretion where the analysis had not begun.
If the analysis cannot be completed for a reason within our control, or if the laboratory cannot produce a reliable result from a sample that was collected and returned correctly, we will send you a replacement kit at no charge, or refund the order in full if you would rather not repeat it. Where a sample fails because it was insufficient, contaminated, mislabelled or returned outside the stated window, a replacement kit may be chargeable, and we will tell you the cost before we charge you.
Subscriptions and early access
Where the Service is offered on a recurring basis, you can cancel at any time. Cancellation takes effect at the end of the billing period you are currently in, and you keep access until then. We do not refund the unused part of a period already paid for, unless a law where you live requires it or we have failed to provide what you paid for.
Cancel at least [X days] before a renewal date to avoid being charged for the next period. If a renewal is taken after a cancellation request that reached us in time, we will refund it in full.
Joining the early-access waitlist costs nothing and commits you to nothing. You can leave the waitlist at any time using the unsubscribe link in any message we send, or by writing to us. If you have paid for an early-access place and we are unable to give you access, we will refund you in full.
Refund timing
We confirm a cancellation by email as soon as we have processed it, and we issue any refund within [X days] of that confirmation, or of the day a returned kit reaches us, whichever is later.
Refunds are made to the original payment method. How quickly the money appears is then a matter for your bank or card issuer, and typically takes a further [X days]. If a refund has not reached you [X days] after our confirmation, write to us with the order number and we will chase it.
Where only part of an order is cancelled, we refund the affected items and any delivery charge attributable to them.
How to cancel
Send us a message through the Contact Us page, choosing the topic that fits, and include your order number, the email address the order was placed with, and what you would like to cancel. A message is enough; you do not need to use a particular form of words.
If you would rather write by post, address it to Entourage AI, [Registered address], San Rafael, California, USA, or [Registered address], Glasgow, United Kingdom. A posted cancellation takes effect on the day you send it, provided it reaches us.
We aim to reply within [X days]. If your cancellation is time-critical, say so in the message and we will treat it as such.
Entourage AI is designed for those focused on long-term wellness. It is not a diagnosis and does not replace care from your clinician.