We are committed to delivering high-quality, professional testing services. Due to the nature of our services, including time-sensitive testing procedures, laboratory fees, and chain-of-custody requirements, we maintain the following refund policy:
All services are non-refundable once a sample has been collected, a test has been initiated, or a kit has been shipped. This includes but is not limited to:
DNA testing (legal and non-legal)
Drug screening (DOT and non-DOT)
Hair follicle testing
Cancellations
If you need to cancel or reschedule an appointment, please notify us at least 24 hours in advance. Cancellations made with sufficient notice and before any sample is collected or shipped may qualify for a partial refund, minus a $25 administrative processing fee. Clients who miss a scheduled appointment without notice will forfeit any payment made and will be required to pay the full rate to reschedule.
Refunds
Once a home DNA kit or lab panel kit has been shipped, the order is final and non-refundable, regardless of whether the kit is used or returned. Shipping fees are non-refundable under all circumstances.
Testing Site
For the safety, privacy, and efficiency of our operations, only the individuals being tested are allowed to enter the testing site. No guests, children, or additional parties will be permitted inside unless previously approved for legal or medical reasons.
Employer Based Drug Testing Results Policy
All employer-based test results are released directly to the designated employer representative (DER) and/or authorized HR personnel. EZ Mobile DNA does not provide results or testing communication directly to employees or donors. All inquiries and follow-up regarding workplace testing must be directed through the employer.
All employer-based test results are released directly to the designated employer representative (DER) and/or authorized HR personnel. EZ Mobile DNA does not provide results or testing communication directly to employees or donors. We work with multiple SAP providers, and when requested, DOT and non-DOT results are sent directly to the appropriate SAP or compliance partner. All inquiries and follow-up regarding workplace testing must be directed through the employer.
Legal DNA Results & Identification Policy
All legal DNA test results are released exclusively to the paying party of record and are delivered via secure email and certified mail. Valid, government-issued photo identification is required for all participants at the time of collection.
If a client is enrolled in an in-house payment plan, the account must be paid in full prior to the release of any results. Test results will not be disclosed to third parties, including but not limited to grandparents, spouses, partners, or other relatives, without proper legal authorization or written consent from the paying party.
Mileage
Mileage fees for mobile services must be paid in advance of the scheduled appointment.
Inconclusive Test Results Policy
EZ Mobile DNA defines an inconclusive test result as a laboratory finding that cannot be reported as positive or negative due to insufficient specimen volume, specimen integrity issues, laboratory processing limitations, or other factors beyond the control of the collection process.
When an inconclusive result occurs, the employer, designated employer representative (DER), or authorized HR contact will be notified directly. EZ Mobile DNA will not release inconclusive results to employees or donors.
In most cases, a recollection will be required to obtain a valid and reportable result. The timing and method of recollection will be coordinated with the employer, Medical Review Officer (MRO), or compliance partner when applicable.
Fees associated with recollection, laboratory processing, and mobile service may apply unless otherwise specified in a written service agreement. EZ Mobile DNA is not responsible for delays caused by laboratory review, regulatory requirements, or circumstances outside of our control.
This policy is designed to ensure accuracy, compliance, and defensible results while maintaining the integrity of the testing process.
Payments & Chargebacks
If a chargeback or payment dispute is filed without first contacting our office, it may result in legal action or referral to collections. We strongly encourage you to contact us directly with any concerns so we can work toward a resolution.
For questions about this refund policy or to request a review of your situation, please reach out to us at help@ezmobiledna.com or call 877.418.1910.