Policies And Procedures

Privacy Policy

• Commitment to Privacy: We are committed to protecting the privacy of our clients' personal information and test results.
• Data Security: We employ industry-standard security protocols to safeguard client information.
• Confidentiality: All client interactions and results are confidential and will not be shared without consent, except as required by law.
• Access Control: Only authorized personnel have access to client information and test results.

Payment & Refund Policy

• Payment Terms: All payments for testing services must be received prior to the start of any service. We accept multiple forms of payment for your convenience.
• Refund Eligibility: Refunds are available if a cancellation request is received at least 48 hours before the scheduled appointment. If a cancellation is requested after the 48 hour grace period, and in a 24 hour period only 50% of the payment will be refunded.
• Non-Refundable Charges: Fees for same-day appointments, mileage fees, and any lab processing charges are non-refundable. 
• Processing Timeline: Approved refunds will be processed within 10 business days.

Sample Collection Policy

• Collection Process: Samples must be collected in accordance with the protocols provided by our staff to ensure the accuracy of results.
• Client Responsibility: Clients must ensure all samples are correctly labeled and delivered as instructed.
• Retesting: In the event of an invalid sample, retesting will be conducted at no additional charge if the error was on our part.

Result Delivery Policy

• Result Timeline: Results will be delivered within the timeframe specified at the time of testing.
• Delivery Method: Results can be sent via email, mail, or picked up at our office depending on client preference.
• Confidentiality: Results are confidential and will only be disclosed to individuals authorized by the client.

Travel & Mileage Policy

• Standard Travel Rate: A fee of $0.62 per mile will be charged for travel beyond a 50-mile radius from the primary office or service provider's location.
• Extended Distance: For trips exceeding 70 miles, additional time will be billed at $15.00 per hour.
• Mileage Calculation: The distance is calculated from the starting location to the appointment site and back.
• Waiver Options: Travel fees may be waived for large volume testing contracts or under specific agreements.

Same-Day Appointment Policy

• Booking Requirements: Same-day appointments must be scheduled at least 2 hours ahead.
• Availability: Same-day appointments are subject to the availability of staff and resources.

Fee for Additional Participants

• Base Fee Inclusion: The base testing fee covers up to three participants (e.g., one alleged father, one alleged mother, one child).
• Additional Participant Fee: Each extra participant (e.g., another child, mother, etc.) incurs an additional fee of $75.00.
• Group Discounts: Discounts may be available for tests involving more than three extra participants. Contact our office for a custom quote.
• Documentation Requirement: All participants must provide valid identification and consent forms before testing.

Cancellation & No-Show Policy

• Standard Cancellations: Cancellations must be made at least 48 hours before the scheduled appointment to avoid any penalties.
• Late Cancellations: Cancellations made within 24 hours of the appointment will incur a cancellation fee of $100.00.
• No-Show Policy: Failure to attend an appointment without prior cancellation will result in the full charge of the service fee, with no refunds.
• Rescheduling: Appointments can be rescheduled once without penalty if notice is provided at least 48 hours in advance.

Pet Policy

• Animal Interaction: Clients are required to ensure that all animals are restrained during the collection process.
• Service Refusal: We reserve the right to refuse service if we deem the environment unsafe.

Combative Situations Policy

• Safety First: Our staff reserves the right to remove themselves from any situation that is deemed hostile or unsafe. Services will be rescheduled or canceled at the discretion of management.

Customer Service Policy

• Commitment to Excellence: We strive to produce exceptional customer service in all interactions.
• Response Time: We aim to respond to all customer inquiries within 24-48 hours.
• Multiple Channels: Clients can contact us via phone, email, or in person for any service-related questions or concerns.

Late Fee Policy

• Punctuality: Clients are expected to arrive on time for scheduled appointments. Late arrivals may result in additional charges.
• Grace Period: A grace period of 15 minutes will be provided. After that, a late fee of $25.00 will apply.