Refund Policy

What we can refund, and when

Last updated: October 8, 2026. This version applies to orders placed on or after that date. An order placed earlier keeps the policy in force when it was placed, and the test-completion amendment of October 7, 2026 (below) applies as it states. Nothing in this update reduces a right you already had.

This policy applies to orders sold by Real Health Diagnostics inc. and Real Health Diagnostics USA Inc. across all RHD storefronts. The seller named before payment and on your receipt is responsible for your refund. Orders placed before the United States subsidiary began accepting payments remain with their original seller. This page explains how the policy applies to HTMA orders; DUTCH and GI-MAP orders are described on those storefronts.

Please read this policy before you complete your purchase.

Summary

  • Before your HTMA collection instructions are sent: you may cancel. An eligible voluntary cancellation is refunded less a 10% administration fee.
  • After your instructions are sent: change-of-mind refunds are not offered under the standard cancellation policy.
  • Full refund, no fee: if we cannot supply your order — for example, an order for a location we do not currently serve.
  • Your statutory rights under consumer law always apply.

The 10% administration fee

When you voluntarily cancel an eligible order under this policy, a 10% administration fee is deducted and the rest of the amount you paid is refunded. The fee covers the payment processing charges our payment provider does not return to us when an order is refunded, and the cost of preparing and issuing your order. It is calculated on the amount actually paid, including orders placed with a promotional code or discount.

The fee is not deducted where we cannot supply your order (see Locations we do not currently serve below), and it does not reduce any remedy you are entitled to by law.

Before your HTMA instructions are sent

You may ask us to cancel at any time before we send your HTMA collection instructions. Email support@realhealthdiagnostics.com with your order number.

HTMA instructions are sent after checkout, so we cannot guarantee a cancellation request will reach us before they are sent. Where we are able to cancel, you are refunded the amount you paid less the 10% administration fee.

Once your HTMA instructions have been sent

Once your HTMA collection instructions and submission form have been sent, change-of-mind refunds are not offered under the standard cancellation policy, whether or not you go on to collect or post your sample. No physical kit is mailed for HTMA.

This does not affect the full refund for orders we cannot supply, what we do when a sample cannot be processed because of us or the laboratory (below), or your statutory rights.

Locations we do not currently serve

We do not currently accept HTMA orders from residents of, or with a shipping or mailing address in, New York, New Jersey or Rhode Island, and laboratory paperwork may not list an address in those states. These are our current ordering restrictions for HTMA; you confirm at checkout that you are not ordering from one of these states, and checkout does not accept a shipping address there. Other tests sold on our other storefronts may have different restrictions.

If an order is nevertheless placed for a location we do not serve, we cannot supply it. We will cancel the order and refund it in full, with no administration fee deducted. See our Terms of Service, clause 4.3.

If the sample cannot be processed

If a sample is insufficient, contaminated, incorrectly labelled or damaged in transit, the laboratory may be unable to analyse it. This does not create a right to a change-of-mind refund once your instructions have been sent. What we do instead depends on the cause:

  • Where the cause is ours or the laboratory's: we will arrange replacement collection instructions and a submission form at no cost to you, and help resolve the processing issue.
  • Where the cause is how the sample was collected, stored or packaged: a repeat test is not covered. Contact us and we will tell you what a replacement costs before you commit to one.

Lost, damaged or delayed hair samples

No kit is shipped to you. You arrange and pay for mailing your hair sample to the laboratory. If the sample is lost, damaged or delayed, contact the carrier using your tracking information and notify us so we can help check laboratory receipt. Contact us before collecting or sending another sample; any additional charge will be explained before you commit to it.

Results are not grounds for a refund

Refunds are not issued because of what your results show, dissatisfaction with them, or their interpretation. Our tests report laboratory measurements and our interpretation is educational; they are not a diagnosis, treatment plan or medical advice. We recommend reviewing your results with a licensed healthcare professional.

Interpretation and video services

HTMA Premium includes a custom 30–60 minute prerecorded practitioner video reviewing your results. It does not include a live appointment, so no appointment scheduling, rescheduling or missed-appointment rules apply to it.

An Interpretation Review bought on its own may be cancelled at any time before the practitioner begins reviewing your results, and is refunded less the 10% administration fee. Once the review has started, it is not refundable under the standard cancellation policy because the work has begun; your statutory rights still apply.

Chargebacks and payment disputes

Please contact us before contacting your bank — most disputes are a misunderstanding we can resolve directly. We reserve the right to contest a chargeback raised in circumstances this policy does not provide a refund for, and to recover the associated fees.

How to request a refund

Email us with your order number. Approved refunds are issued to the original payment method within 5–10 business days of confirmation. Your bank may take a further 5–10 business days to show it on your statement.

Customer support — support@realhealthdiagnostics.com

If you used Klarna, Afterpay or another instalment option, the original seller submits any approved refund through the original payment provider. That provider applies the refund to your payment plan under its terms. Continue following its payment instructions until it confirms an adjustment; asking us for a refund does not automatically pause instalments.

Your statutory rights

Nothing in this policy affects consumer rights or remedies you have under the law of your place of residence that cannot be waived by agreement, including any remedy for a service that is not supplied as described.

Deadline for completing your test

For orders placed on or after October 7, 2026 (Vancouver time), collect and dispatch your sample within 180 calendar days after your kit and required instructions/requisition have been delivered, whichever is later. DUTCH Cycle Mapping and Cycle Mapping Plus allow 270 days. For HTMA without a shipped kit, the 180 days start when the complete instructions and usable submission form are delivered. Existing purchases retain their original terms. Printed material expiry dates and laboratory sample-handling requirements still apply.

Return-by deadline: GI-MAP Standard, GI-MAP with Zonulin, H. pylori, DUTCH Complete, DUTCH Plus, individual DUTCH panels, and all HTMA lab-test packages have a 180-day window. DUTCH Cycle Mapping and Cycle Mapping Plus have a 270-day window. Each test in a mixed order has its own deadline. Standalone interpretation reviews, consultations, replacement-shipping fees and the included self-interpretation PDF are not subject to this lab-test cutoff; their separate service terms continue to apply.

Dispatch on time: Hand your properly packaged sample to the carrier by the deadline and keep tracking or other reasonable proof of postage. A sample dispatched on time does not miss the deadline simply because it arrives later. The laboratory's collection, storage and transit requirements still apply; do not store a collected sample until your return-by date. We review unconfirmed delivery before treating an order as expired.

Materials and delays: Do not use expired, damaged or unsuitable collection materials. A printed expiry date is separate from this service deadline. Contact us before collection if supplied materials expire before your return-by date. If our supplied materials, or an error by us or the laboratory, prevents timely completion, we will arrange suitable replacement materials at no additional cost and confirm a revised date. Contact us about confirmed delivery failures or carrier disruptions.

Extensions: Contact support@realhealthdiagnostics.com before the deadline if illness, treatment timing, cycle timing or another collection difficulty prevents timely completion. One extension of up to 60 calendar days may be approved after checking laboratory requirements. An extension takes effect only when we confirm a specific revised date in writing. A request made before the deadline will be reviewed before the order is closed. Do not stop prescribed treatment or collect an unsuitable sample to meet a deadline.

After the deadline: Subject to your statutory rights, an unused testing service expires after its return-by date and any approved extension. Contact us before sending a late sample. Reopening an expired order or obtaining replacement materials may require a new order or additional payment; we will explain any charge and obtain your agreement first. Expiry does not cancel services for a sample dispatched on time or already received or processed by the laboratory. Existing refund terms continue to apply, subject to mandatory consumer rights and the exceptions above.

This amendment does not shorten the terms of purchases made before October 7, 2026, 00:00 in Vancouver (07:00 UTC). For new purchases, this section governs any conflicting general statement about unused-kit expiry or delay. Nothing here limits rights that cannot lawfully be excluded.