Service Return and Cancellation Policy (FMG-ADM-POL-004)

1. Purpose

The purpose of this policy is to establish the rules, responsibilities, procedures, and limitations governing service cancellations, modifications, and return-related requests for services provided by FSGene Medical Molecular Genetics Laboratory. This policy aims to ensure operational efficiency, regulatory compliance, transparency, and proper management of laboratory and genomics services.

2. Scope

This policy applies to:

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

2.2 All services requested through the FSGene Website or directly through FSGene.

2.3 All cancellation, modification, and return-related requests associated with laboratory services.

2.4 All employees, departments, laboratories, customer service personnel, and authorized representatives involved in service processing and administration.

2.5 This policy covers cancellation eligibility, service modifications, non-cancellable services, biological sample handling, operational limitations, and force majeure conditions.

3. Responsibility

3.1 FSGene Responsibilities

FSGene shall:

3.1.1 Review cancellation and modification requests fairly and objectively.

3.1.2 Verify the operational status of requested services before approval.

3.1.3 Ensure compliance with laboratory, biohazard, and regulatory requirements.

3.1.4 Communicate applicable limitations and conditions to Users.

3.1.5 Maintain records related to cancellation and modification requests.

3.1.6 Implement proper handling and disposal procedures for biological samples.

3.2 User Responsibilities

Users shall:

3.2.1 Submit cancellation or modification requests promptly.

3.2.2 Provide accurate and complete information and documentation.

3.2.3 Follow all sample collection and submission instructions.

3.2.4 Understand that certain services become non-cancellable once processing begins.

3.2.5 Review this policy prior to requesting services.

4. Definition of Terms and Acronyms

4.1 Technical Terms

4.1.1 Biological Sample – Any specimen collected for laboratory testing, including blood, saliva, tissue, or other biological material.

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

4.1.3 Customized Testing – Specialized laboratory or genetic services specifically tailored to a User’s requirements.

4.1.4 Diagnostic Services – Laboratory, molecular genetics, genomics, sequencing, and related healthcare services provided by

FSGene.

4.1.5 Force Majeure – Events beyond reasonable control including natural disasters, pandemics, technical failures, government actions, or logistics disruptions.

4.1.6 Laboratory Processing – Any stage of testing, sequencing, analysis, preparation, or examination conducted by the laboratory.

4.1.7 Modification Request – A request submitted by a User to change service details, personal information, or requested tests.

4.18 Non-Cancellable Service – A service that cannot be cancelled after a defined operational stage has been reached

4.19 Sample Collection – The process of obtaining biological material for testing purposes.

4.20 Sequencing – Laboratory procedures involving genetic or molecular analysis of biological material.

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

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

4.23 Website – The official FSGene Website and related online platforms.

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:

  • Secure payment and billing systems
  • Data management and recordkeeping systems
  • Secure Website infrastructure

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-003 Service Payment and Refund Policy

7. Procedure

7.1 Service Nature

  • FSGene provides specialized laboratory, molecular genetics, genomics, and diagnostic services.
  • Due to the time-sensitive and technical nature of these services, cancellation and return requests may be restricted once processing begins.

7.2 Cancellation Requests

  • Users may request cancellation prior to laboratory processing or analysis commencement.
  • Cancellation requests shall be subject to:
  • Verification of the requester’s identity
  • Review of the service status
  • Approval by authorized FSGene personnel
  • FSGene reserves the right to deny cancellation requests once testing or processing has commenced.

7.3 Non-Cancellable Services

The following services are generally non-cancellable:

  • Services where sample collection has been completed
  • Genetic testing already in progress
  • Laboratory analysis already initiated
  • Customized or specialized testing services
  • Released or delivered reports
  • Services involving third-party laboratories once initiated

7.4 Modification Requests

  • Users requesting modifications must notify FSGene immediately.
  • FSGene shall make reasonable efforts to accommodate modification requests where operationally feasible.
  • Modifications may not be possible after service initiation.
  • Additional charges may apply for approved modifications.

7.5 Returns

  • Physical returns are generally not applicable to laboratory and healthcare services.
  • Biological samples submitted for testing shall not be returned once received, processed, or disposed of according to applicable regulations.
  • Disposal of biological materials shall comply with laboratory and biohazard management requirements.

7.6 Failure to Provide Required Information

FSGene shall not be responsible for delays, cancellations, or inability to complete services resulting from:

  • Incomplete documentation
  • Incorrect information
  • Missing medical or consent documentation
  • Delayed sample submission
  • Failure to follow collection instructions

Refund or cancellation eligibility may be restricted in such cases.

7.6 Force Majeure

  • FSGene shall not be liable for delays, cancellations, or interruptions caused by events beyond reasonable control.

Such events may include:

  • Government restrictions
  • Regulatory requirements
  • Natural disasters
  • Pandemics or epidemics
  • Technical failures
  • Logistics or courier delays
  • Supply chain disruptions

7.7 Policy Updates

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

8. Forms / Records

  • Cancellation request forms
  • Sample collection records
  • Laboratory processing logs
  • Complaint and dispute records

9. References

  • Laboratory and Biohazard Management Standards
  • Kingdom of Saudi Arabia Healthcare Regulations
  • FSGene Terms and Conditions

10. Appendices

N/A