Service Payment and Refund Policy (FMG-ADM-POL-003)

1. Purpose

The purpose of this policy is to establish the terms, conditions, responsibilities, and procedures governing refunds, cancellations, payment disputes, and related financial transactions for services provided by FSGene Medical Molecular Genetics Laboratory. This policy aims to ensure transparency, fairness, consistency, and compliance with applicable legal and financial regulations.

2. Scope

This policy applies to:

2.1 All Users, clients, patients, and customers utilizing FSGene laboratory, genomics, diagnostic, and related services.

2.2 All payments made through the FSGene Website or directly to FSGene.

2.3 All refund requests, cancellation requests, payment disputes, and reimbursement processes.

2.4 All FSGene employees, finance personnel, customer service staff, and authorized representatives involved in payment processing and refund management.

2.5 This policy covers refund eligibility, non-refundable services, cancellation procedures, refund timelines, and limitations of liability.

3. Responsibility

3.1 FSGene Responsibilities

FSGene shall:

3.1.1 Review refund and cancellation requests fairly and objectively.

3.1.2 Process approved refunds within the applicable processing timeframe.

3.1.3 Maintain accurate payment and refund records.

3.1.4 Communicate refund decisions and requirements to Users.

3.1.5 Ensure compliance with applicable financial and consumer protection regulations.

3.1.6 Deduct applicable operational or administrative charges where permitted.

3.2 User Responsibilities

Users shall:

3.2.1 Provide accurate payment and billing information.

3.2.2 Submit cancellation or refund requests promptly.

3.2.3 Review service details and refund conditions prior to payment.

3.2.4 Cooperate with FSGene during refund verification procedures.

3.2.5 Understand that certain laboratory and diagnostic services are non-refundable once initiated.

4. Definition of Terms and Acronyms

4.1 Technical Terms

4.1.1 Cancellation Request – A formal request submitted by a User to terminate or discontinue a requested service before completion.

4.1.2 Diagnostic Services – Laboratory testing, genetic analysis, sequencing, reporting, and related healthcare or scientific services provided by FSGene.

4.1.3 Duplicate Payment – An unintended repeated payment transaction made more than once for the same service.

4.1.4 Force Majeure – Events beyond reasonable control including natural disasters, pandemics, government actions, courier delays, technical failures, or similar disruptions.

4.1.5 Overpayment – Payment received exceeding the invoiced or required service amount.

4.1.6 Payment Gateway – A third-party financial service provider that processes electronic payment transactions.

4.1.7 Refund – Reimbursement of funds to a User following approval by FSGene.

4.1.8 Refund Request – A formal request submitted by a User seeking reimbursement for a payment made to FSGene.

4.1.9 Sample Collection – The process of obtaining biological or medical specimens for testing or analysis.

4.1.10 Sequencing – Laboratory procedures involving genetic or molecular analysis of biological samples.

4.1.11 Service Initiation – The point at which laboratory processing, testing, sequencing, or analysis begins.

4.1.12 User – Any client, patient, customer, or individual using FSGene services or Website.

4.1.13 Website – The official FSGene online platform and related digital services.

4.2 Acronyms

4.2.2 KSA – Kingdom of Saudi Arabia

4.2.3 UAE – United Arab Emirates

5. Supplies / Materials / Equipment

The following resources are required for implementation of this policy:

  • Payment processing systems
  • Financial accounting software
  • Secure online payment gateway
  • Refund request forms
  • Billing and invoicing systems
  • Secure data storage systems

6. Related Documents

The following documents are related to this policy:

6.1 FMG-ADM-POL-001 Website Terms and Conditions

6.2 FMG-ADM-POL-002 Privacy and Data Protection Policy

6.3 FMG-ADM-POL-004 Service Return and Cancellation Policy

7. Procedure

7.1 General Refund Conditions

  • Refund requests shall be reviewed on a case-by-case basis.
  • Refund eligibility depends on the stage and status of the requested service.
  • Refund approvals are subject to internal verification and management review.

7.2 Eligible Refund Circumstances

Refunds may be approved under the following conditions:

  • Duplicate payment transactions
  • Incorrect billing or overpayment
  • Cancellation requests submitted before sample collection
  • Cancellation requests submitted before laboratory processing begins
  • Inability to complete services due to technical or operational issues attributable to FSGene
  • Failure to deliver services within FSGene’s reasonable control

7.3 Non-Refundable Services

Refunds shall generally not be approved in the following situations:

  • After sample collection has been completed
  • After laboratory processing, sequencing, testing, or analysis has commenced
  • Delays caused by incomplete or inaccurate User documentation
  • User change of mind after service initiation
  • Services already completed or reports already issued
  • Delays caused by third parties or force majeure events
  • Specialized or customized laboratory services designated as non-refundable

7.4 Cancellation Requests

  • Users must contact FSGene immediately to request cancellation.
  • Cancellation requests are subject to operational review.
  • FSGene may deduct administrative, processing, collection, or operational costs already incurred.

7.5 Refund Processing

  • Approved refunds shall be processed using the original payment method whenever possible.
  • Standard refund processing time is between seven (7) to thirty (30) business days.
  • Processing timelines may vary depending on financial institutions and payment providers.

7.6 Limitation of Liability

  • FSGene shall not be liable for indirect, incidental, consequential, or special damages relating to refunds or cancellations.
  • FSGene shall not be responsible for delays caused by banks, payment gateways, courier services, or third-party institutions.
  • All refund decisions made by FSGene shall be final, subject to applicable laws.

7.7 Policy Amendments

  • FSGene reserves the right to amend or update this policy at any time.
  • Updated versions become effective immediately upon publication on the Website.
  • Users are responsible for reviewing the latest version of the policy.

8. Forms / Records

The following records may be maintained:

  • Refund request forms
  • Cancellation request records
  • Payment transaction logs & Billing and invoicing records
  • Refund approval and rejection records
  • Financial reconciliation reports

9. References

  • Applicable Consumer Protection Laws & Kingdom of Saudi Arabia Financial Regulations
  • FSGene Terms and Conditions

10. Appendices

N/A