Self-Pay Payment, Refunds, & Test Kit Replacements
You may be required to pay a fee to receive the Services. All fees are in US Dollars, and all payments will be processed by a US bank. If you pay with a credit or debit card, Privy Health may seek pre-authorization of your account prior to your purchase to verify that the account is valid and has the necessary funds or credit available to cover the fees. We may also engage third parties to assist us with billing and collection efforts. The purchase and sale of the Services shall be deemed to occur in Illinois, US.
Privy Health’s clinical Tests are physician-ordered. In the event that your ordering physician decides that the requested testing is not appropriate for you, you will receive a full refund. If you decide that you no longer want the Services, please contact us immediately. If you have selected the self-pay option, we will be unable to process a refund if more than 30 days has passed since the Test was purchased, or if our lab has received your sample. If the Services can be refunded, you will receive a refund on the purchasing card, if applicable, less shipping and handling fees and a $25 cancellation fee to cover the cost of the Test Kit if the Test Kit has already been shipped to you.
Please return your sample as soon as possible, but in no event later than one (1) month after you receive your Test Kit. A timely return will help ensure that your sample is received before the expiration date of the collection device and that the Results will reflect up-to-date Personal and Family Health Information (PFHI) that you provided. Your failure to provide a sample in a timely manner may result in the expiration of the Test Kit or any of its components. In such case, we would require a new sample for processing, and you may incur a replacement kit fee, plus shipping and handling fees.
On rare occasions, Privy Health may be unable to process your sample due to an issue with the sample collected. If this occurs, the laboratory will first attempt to process your leftover sample, if a sufficient amount is available, at no charge to you. If we are still unable to process your sample, we will send you another Test Kit (at no charge to you) so that you may submit another sample for our lab to process. If your second sample cannot be processed, please contact [email protected] to discuss your options.
If you require a replacement kit for any other reason, please contact [email protected] to receive assistance regarding a replacement kit, and to determine whether replacement fees apply given your particular situation.