Refund & Cancellation Policy

Refund & Cancellation Policy – Smart Cells ME

At Smart Cells ME, we are committed to providing transparent and customer-focused service. The following terms apply to cancellations and refunds for all stem cell banking services, including Cord Blood, Cord Tissue, Placenta, and Amnion.

1. Enrollment & Administration Fee

The enrollment fee, which covers account setup, administration, the Collection Kit, kit delivery, and courier coordination, is non-refundable once the kit has been dispatched.

2. Kit Cancellation & Return

a. Unopened Kit

If you cancel your service and return the unopened kit, an administrative fee will apply. The kit must be returned in original condition and unused.

b. Opened Kit or Missed Collection

If the kit has been opened, used in any way, or if the collection is missed for any reason, a full kit fee will be applicable.

3. Cancellation After Sample Collection

If the sample has already been collected and sent to our laboratory, the following charges will apply:

A kit fee
A processing fee per component processed

Example: If you selected Cord Blood and Amnion, and decide to cancel after the sample has been processed, you will be charged a kit fee and processing fees for each processed component.

4. Partial Processing of Multi-Component Packages

If only some components of your selected package are successfully processed and stored, you will only be charged for those. Refunds will be issued for any unprocessed components as per this policy.

5. Sample Rejection After Processing

If a sample is processed but not accepted for storage (e.g., due to quality or regulatory standards), the storage fee will be refunded. However, kit and processing fees are non-refundable.

6. Refund Method & Timeline

Refunds are processed using the original method of payment. Please allow sufficient time for the refund to appear, depending on your payment provider’s policies.

7. Cancellation Window

Clients may cancel their order within 24 hours of confirmation, provided the Collection Kit has not been dispatched. A full refund will be issued in this case.