Refund Policy

1. Overview

This Refund Policy governs all purchases made at LabsFive.com and is incorporated by reference into our Terms of Service. By completing a purchase, you confirm that you have read and accepted this policy.

LabsFive delivers a digital, personalized service. The moment you submit your lab document and payment is confirmed, our system begins processing your interpretation. Because of this, our refund policy is specific — not to avoid accountability, but because the nature of a digital, AI-generated, personally processed report makes blanket refund policies impractical and dishonest to promise.

What we commit to is this: if something goes wrong on our end, we make it right. Immediately. No friction.

2. Our Commitment

We designed this policy around one principle: you should never feel financially at risk when trying LabsFive for the first time.

At ten dollars, we intentionally priced our service at a level where the financial barrier to trying it is low and the barrier to disputing it is lower than the cost of your time. If you have a legitimate issue with your report, contact us. We will respond within 24 hours and resolve within 48. We have no interest in keeping ten dollars that was not earned.

What we ask in return is that you contact us before initiating a dispute with your bank or card issuer. Chargebacks harm small businesses disproportionately and are unnecessary when our support team resolves issues faster than any bank process.

3. When We Refund — and When We Do Not

Outside these defined circumstances, refunds are evaluated case by case at the sole discretion of LabsFive. We are a small team and we take every request seriously. We will always tell you clearly whether a refund will be issued and why.

4. How to Request a Refund

Refund requests must be submitted within 24 hours of receiving your report — or within 24 hours of the expected delivery window if no report arrived.

To request a refund, email us at support@labsfive.com with the subject line: "Refund Request — [your email address used at purchase]." Include the following:

• The email address used at purchase
• The date and approximate time of purchase
• A clear description of the issue
• If the report was delivered: what specifically was missing or incorrect

We will confirm receipt within 15 minutes and issue a decision within 48 hours. If approved, refunds are returned to your original payment method. We do not issue refunds via alternative methods.

We do not require you to return anything. There is nothing to return. We simply review, decide, and act.

5. Processing Time

Approved refunds are processed immediately on our end. The time it takes to appear in your account depends entirely on your bank or card issuer — typically 3 to 10 business days. We have no control over this timeline once the refund is initiated.

You will receive an email confirmation the moment we initiate the refund. That confirmation is your record. If your refund has not appeared after 10 business days, contact your bank first — then contact us if the issue persists at support@labsfive.com.

6. Chargebacks and Disputes

A chargeback — also called a payment dispute — is a reversal initiated through your bank or card issuer rather than through us directly. We understand why people use them. But we ask you not to, for one simple reason: we resolve refund requests faster than any chargeback process, with zero hold time on your funds.

Chargebacks take 30 to 90 days to resolve. Our refund process takes 48 hours. If you have a legitimate issue, the fastest path to your money is through us.

If you initiate a chargeback without first contacting us, we will respond to the dispute with full documentation of the transaction, the delivered report, and this published policy — which you agreed to at the time of purchase. In cases where a chargeback is found to be fraudulent or unjustified, we reserve the right to permanently decline future service to that user.

We are not adversarial about this. We simply protect the integrity of our service so we can continue offering it at ten dollars.

7. Service Limitations Are Not Grounds for Refund

LabsFive is an educational interpretation service with clearly defined limitations, all of which are disclosed before purchase in our Medical Disclaimer and Terms of Service.

The following are inherent characteristics of our service — not defects — and do not constitute grounds for a refund:

• The report does not provide a medical diagnosis — it is not designed to
• The interpretation is general and educational, not tailored to your complete medical history
• Some biomarkers in your panel may use reference ranges that differ from those of your specific laboratory
• The report recommends consulting a doctor rather than replacing one

If any of these characteristics would make the service unsatisfactory for you, we respectfully recommend not purchasing. Our service is exactly what it says it is — and we would rather lose a sale than issue a refund for a product that delivered exactly what was promised.

8. Contact Us

For all refund requests, billing questions, or payment disputes, contact us directly before involving your bank:

LabsFive Support
Email: support@labsfive.com
Response time: within 15 minutes
Resolution time: within 48 hours
Website: LabsFive.com

We are a real team and we answer every message. You will not receive an automated response and wait three days. If something went wrong, tell us — we will fix it.