How refunds actually work.
This Refund Policy applies to purchases of the Kascade Health lab interpretation. By purchasing, you agree to this policy. This policy is incorporated into our Terms of Service.
01What you’re purchasing
The Kascade lab interpretation is a one-time digital deliverable. When you complete payment and submit your lab values, our system generates an educational research-based interpretation and delivers it to your email.
02Reports are non-refundable once delivered
Because the interpretation is a digital product custom-generated from the lab values you submit, all sales are final once the report has been generated and delivered to your email. By submitting your lab values, you acknowledge that you are receiving a digital product that cannot be returned.
03If your report failed to generate
If you completed payment but your report did not generate or was not delivered due to a technical issue on our end, you are entitled to either:
- A full refund of the purchase price, or
- Generation of your report at no additional charge, at your option.
To request, email hello@kascadehealth.com within 30 days of purchase with the subject line “Failed Delivery” and include your Stripe receipt or order ID. We will respond within 3 business days.
04Duplicate or fraudulent charges
If you were charged twice for the same report, or if a charge appears that you did not authorize, contact hello@kascadehealth.com immediately. We will investigate and, if a duplicate or unauthorized charge is confirmed, issue a full refund.
05How to request a refund (for the cases above)
Email hello@kascadehealth.com with:
- The email address used at checkout
- Your Stripe receipt or order ID
- The reason for your refund request
Approved refunds are processed through Stripe and typically appear on your statement within 5–10 business days.
05aOur response timeline
We acknowledge refund requests within three (3) business days. Approved refunds are processed within five (5) business days of approval. Funds typically appear on your statement within 5–10 business days of processing, depending on your card issuer.
05bMethod of refund
Refunds are processed to the original payment method via Stripe. We cannot refund to a different card, account, or payment method.
06Chargebacks
If you have a billing concern, please contact us directly before initiating a chargeback. Chargebacks initiated without first contacting us may delay resolution and may result in suspension of access to the Service. We work in good faith with customers to resolve any legitimate billing issue.
07Lab costs are separate
Laboratory testing costs (e.g., panels ordered through Ulta Lab Tests or another provider) are not part of your Kascade purchase. Refund requests for laboratory costs must be directed to the laboratory provider, not to Kascade.
08This policy in plain language
If your report generated and reached you, the sale is final. If we failed to deliver it, you get your money back or we run it again. If something is wrong with your charge, write to us and we will work it out together before anyone files a dispute.
09Contact
Kascade Health LLC
hello@kascadehealth.com