Effective Date: [11.10.2025]

1. Nature of Services

KYEAL provides personalised DNA testing and science-based nutrition services. Due to the customised and biological nature of the Services, returns are not available once testing or service provision has begun.

2. Cancellation Before Sample Collection

You may cancel your booking before the sample collection appointment.

If cancelled before testing begins and payment was received, we will initiate a refund (subject to deductions for payment gateway/transaction charges where applicable).

3. No Refunds After Sample Collection or Service Commencement

Once a biological sample has been collected, or testing/processing has commenced, the order is non-refundable. This includes cases where results are delivered and you disagree with recommendations. We will, however, consider exceptional complaints on a case-by-case basis.

4. Payment Failures & Accidental Credits

If a payment attempt failed but funds were nonetheless credited to our bank/payment account (e.g., double charge, failed tokenisation), we will refund the credited amount to your original payment method after verification. Typical refund processing time is 7–10 business days from the date of verification. Time to reflect in your account depends on the payment provider/bank.

Please include Order ID and proof of payment in any refund request.

5. Order Cancellation by KYEAL

We reserve the right to cancel an order (for example, if we cannot service your location or if the partner lab cannot accept the sample). In such a case, if payment was received, a full refund will be issued.

6. How to Request a Refund or Cancellation

Email: ceo@kyeal.in
Subject line: Refund/Cancellation Request — [Order ID]Include: your name, contact, booking reference, reason and supporting documents.

7. Disputed Charges

If you dispute a charge, contact us first so we can attempt to resolve. We may require time to investigate with payment partners.

8. Meal Delivery & Supplements (When Live)

Meal Delivery (coming soon): Refund/cancellation terms for meal subscription or single orders will be separately posted on the product page and in the check-out flow. Generally, perishable meal orders cannot be returned once dispatched; cancellations must be made within the time window specified at checkout.

Personalized Supplements: Custom made-to-order supplements cannot be returned once manufacturing has begun. Cancellation prior to manufacturing may be eligible for refund subject to transaction charges.