If a test returns inconclusive results—which can occur because of poor sample quality, biological factors, or laboratory limitations—we will promptly notify you and offer a single complimentary retest at no cost to the client.

To ensure clarity, here’s how the process works:

• What “inconclusive” means: Results may be inconclusive when the sample is degraded, contaminated, too small, or otherwise unsuitable for reliable analysis, or when biological factors (such as identical twins or certain medical conditions) or lab limitations prevent a definitive result.

• Complimentary retest: We will provide one free retest within 30 days of the original result notification. The retest will be performed using the same testing protocol whenever possible.

• Re-collection requirements: If the original sample is insufficient or compromised, a new sample collection may be required. For legal (court-admissible) testing, re-collection must follow full chain-of-custody procedures.

• Additional retests & costs: Any retests beyond the complimentary retest are the financial responsibility of the client. This includes costs for sample collection, laboratory analysis, and any applicable shipping or handling fees.

• Timing & priority: Retests resulting from inconclusive results will be prioritized and processed as quickly as possible; we will provide an estimated turnaround time when scheduling the retest.

• Documentation & disputes: If you believe the inconclusive result was caused by an error in collection or handling, notify us immediately. We will review the case, and may request documentation or photos of the original collection conditions when assessing any fee waivers or special accommodations.

• Contact to initiate a retest: To schedule your complimentary retest, please contact our support team by phone or email and include your name, original test date, and order/reference number.

We strive for accurate, reliable results and will work with you to resolve inconclusive outcomes fairly and transparently.

For the safety, privacy, and efficiency of our operations, only the individuals being tested are permitted inside the testing area. Guests, children, and other third parties are not allowed unless prior approval has been granted for documented legal or medical reasons.

Exceptions & important notes

• Minors may be accompanied by a parent or legal guardian — please advise us in advance and bring required identification and custody documentation if applicable.

• Legal representatives, interpreters, or medical aides may accompany a client only if pre-authorized; please provide documentation when requesting approval.

• We make accommodations for disabilities and other special needs in accordance with applicable laws; contact us ahead of time so we can prepare.

• All authorized companions must check in and present valid photo identification upon arrival.

If policy is not followed

• Individuals who bring unauthorized guests may be asked to have them wait outside, reschedule the appointment, or leave the premises. Repeated violations may result in service refusal or additional fees.

How to request an exception

• To request an approved companion, medical aide, or other exception, please contact us before your appointment via phone or email and include the reason and any supporting documentation. We will review requests promptly and confirm whether the exception can be accommodated.

This policy helps us protect client confidentiality, maintain chain-of-custody integrity, and keep appointments running smoothly. Thank you for your cooperation.

Standard Delivery

• Results are typically delivered within 5–7 business days from the date of sample collection.

• “Business days” exclude weekends and public holidays. If your sample is collected on or immediately before a holiday or weekend, the turnaround clock will begin on the next business day.

Expedited Delivery

• Expedited processing is available for an additional fee. When requested and accepted, expedited results are delivered within 2–3 business days from the date of sample collection.

• Expedited service must be requested at the time of booking or before sample collection; availability may vary by test type and laboratory capacity.

Delivery Methods & Security

• Results are sent via secure email to the client or to an authorized recipient.

• Hard copies may be requested or mailed for an additional fee; mailed reports will be sent via trackable, signed-delivery when requested for legal purposes.

• For legal/court-admissible reports, we will follow all chain-of-custody and identification verification procedures prior to release. Identification and authorization may be required for release to third parties.

Delays & Notifications

• If an unexpected delay occurs (e.g., lab backlog, equipment issues, shipping interruptions, or additional testing required), we will notify you promptly with an updated estimated delivery date and the reason for the delay.

• We will work diligently with our laboratory partners to resolve issues quickly and will keep you informed throughout the process.

Additional Notes

• Certain specialized tests, confirmatory analyses, or samples requiring re-collection may take longer than standard timelines; we will advise you when that is the case.

• If you require results forwarded to an employer, attorney, or government agency, please provide written authorization and the recipient’s full contact details at the time of booking. Additional fees may apply for direct delivery to third parties.

• If you have questions about your delivery method, need an alternate secure delivery option (such as secure portal access), or want to request a mailed hard copy, please contact us when scheduling or anytime before results are released.