DNA VUE
Last Updated: 13 October 2026
At DNA Vue Ltd ("DNA Vue", "we", "us" or "our"), we are committed to providing transparent pricing, fair cancellation arrangements and a professional DNA testing service.
This Refund & Cancellation Policy explains the circumstances in which customers may cancel a booking, reschedule an appointment, request a refund or become responsible for reasonable cancellation charges.
Our policy takes into account the specialist nature of DNA testing, which may involve advance laboratory preparation, biological sample collection, professional appointments, international coordination and administrative work.
This policy applies to our DNA testing services, including paternity, maternity, relationship, legal, immigration, non-invasive prenatal paternity, post-mortem and other specialist testing services.
This policy should be read alongside our Terms & Conditions, available at:
Nothing in this policy excludes, restricts or overrides any statutory consumer rights under applicable UK legislation, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Certain DNA Vue services require a deposit or advance payment to confirm a booking or begin arranging a service.
Depending on the test requested, a deposit may contribute towards:
Deposits are credited towards the agreed total service price unless otherwise expressly stated.
Deposits and partial payments are not automatically non-refundable.
Where a customer cancels an order, DNA Vue will assess:
Where the law permits DNA Vue to retain a reasonable amount, any remaining balance will be refunded.
A deposit will not be retained solely because it is described as non-refundable.
Customers who purchase qualifying DNA testing services online, over the telephone or away from DNA Vue's business premises may have a statutory right to cancel.
For qualifying service contracts, the cancellation period generally lasts 14 days from the day after the contract is entered into.
Different rules may apply to contracts involving goods, including certain home DNA testing kits.
If a customer validly exercises a statutory cancellation right before DNA Vue has begun providing the service, the customer will ordinarily be entitled to a full refund, subject to the applicable legal requirements.
Customers may request that DNA Vue begin providing a service before the applicable statutory cancellation period has expired.
Where the required express request has been obtained and other legal requirements have been satisfied, work may begin during this period.
If the customer subsequently cancels before the service is fully completed, they may be required to pay a proportionate amount for services already supplied, calculated in accordance with applicable law.
Where the statutory requirements for charging are not satisfied, no charge will be imposed for performance during the cancellation period.
For qualifying service contracts, the statutory cancellation right may be lost once the service has been fully performed, provided the customer expressly requested early performance, acknowledged that the right would be lost upon full performance, and the other applicable legal conditions have been satisfied.
The fact that an appointment has been booked, a deposit has been paid or sample collection has started does not automatically remove the statutory cancellation right.
Customers may cancel a qualifying contract by sending a clear statement of their decision to:
Email: contact@dnavue.com
Customers may also use the cancellation form provided in Section 14 of this policy, although use of that form is not mandatory.
The cancellation request must be communicated within the applicable statutory cancellation period.
Where no statutory cancellation right applies, or the applicable cancellation period has expired, DNA Vue's contractual cancellation terms will apply, subject to consumer law.
Where a customer cancels for reasons not attributable to DNA Vue, reasonable cancellation charges may apply.
These charges are intended to reflect genuine, recoverable costs or losses directly resulting from cancellation. They are not intended to operate as penalties.
DNA Vue will take reasonable steps to minimise such losses and avoid charging twice for the same cost.
For eligible postnatal DNA testing services, including paternity, maternity and relationship testing, a cancellation charge of up to £40 may apply.
The amount retained will depend on the costs and losses reasonably arising from the cancellation.
Where the recoverable amount is less than £40, the lower amount will apply.
This provision does not affect statutory cancellation rights or remedies.
Non-invasive prenatal paternity testing (NIPP) may involve specialist laboratory arrangements, blood collection services and advance preparation.
For eligible NIPP cancellations, a cancellation charge of up to £200 may apply where supported by reasonable, recoverable costs or losses.
This charge is not automatic.
The amount retained will depend on the stage of preparation, expenses incurred, services arranged or performed, and applicable consumer rights.
If the amount paid exceeds the amount DNA Vue is lawfully entitled to retain, the remaining balance will be refunded.
Immigration DNA testing, international collection and specialist services may involve third-party laboratories, overseas sample collectors and courier arrangements.
Where a customer cancels outside any applicable statutory cancellation period, DNA Vue may retain a reasonable amount reflecting genuine, recoverable cancellation losses.
This may include unavoidable costs arising from authorised laboratory registration, collection appointments, specialist preparation or international shipping.
Any retention or additional charge must be fair, proportionate and legally justified.
Customers who wish to cancel before sample collection should notify DNA Vue as soon as possible.
Where no preparation or other service has been provided, and no recoverable cancellation loss has arisen, a full refund may be appropriate.
Where services have already been supplied or reasonable cancellation losses have arisen, any deduction will depend on the applicable statutory or contractual rules.
The amount retained will not automatically equal the deposit paid.
Once biological samples have been collected, DNA Vue or its contracted laboratory may already have performed a substantial part of the agreed service.
The extent of any refund will depend on:
Sample collection does not automatically eliminate every right to a refund.
Where the service has been properly completed and no cancellation or other refund entitlement applies, DNA Vue is not obliged to refund a customer solely because they no longer require the results or are dissatisfied with the biological outcome.
DNA testing sometimes requires an additional sample due to biological, technical, documentation or collection-related issues.
Examples include:
Where recollection is necessary because DNA Vue or a provider for whom we are responsible has failed to exercise reasonable care and skill, we will provide an appropriate remedy in accordance with the customer's statutory rights.
Depending on the circumstances, this may involve arranging recollection without additional charge, repeating the relevant service or providing an appropriate price reduction or refund.
Where recollection is necessary because a customer or participant failed to follow reasonable, clearly communicated requirements, additional charges may apply.
These may include reasonable additional collection, transportation or laboratory expenses.
Any additional charge will be explained before the relevant work is undertaken.
Where a sample cannot be analysed because of an inherent biological or technical limitation, DNA Vue will review the relevant laboratory findings and explain the available options.
These may include recollection, alternative testing arrangements or another appropriate resolution.
Refund eligibility will depend on the nature of the service, contractual terms and applicable consumer rights.
Where a customer is unable or unwilling to proceed with recollection, the circumstances will be reviewed individually.
Refunds will not be automatically refused solely because recollection cannot proceed.
Any lawful deduction or remaining refund entitlement will be assessed according to the work performed, reasons for recollection and applicable rights.
Customers are requested to provide at least 24 hours' notice when they wish to reschedule an appointment.
We will make reasonable efforts to accommodate alternative dates and times.
Where late cancellation, non-attendance or rescheduling results in unavoidable costs or losses, a reasonable charge may apply where properly disclosed and legally justified.
For example, a missed appointment may result in a charge where an external sample collector has attended and a non-recoverable fee has been incurred.
Where DNA Vue must reschedule an appointment for reasons within our control, no additional rescheduling charge will be imposed on the customer.
DNA Vue provides estimated turnaround times based on the nature of the test and available laboratory information.
Estimated turnaround times are not guaranteed unless a specific completion deadline has been expressly agreed.
Delays may arise from:
A delay beyond an estimate does not automatically establish a refund entitlement.
However, customers retain all statutory rights where a service is not performed within an agreed or legally reasonable time.
Where a substantial delay affects the agreed service, DNA Vue will review the circumstances and any applicable remedies.
DNA Vue may be unable to proceed with a service in certain circumstances, including:
Where DNA Vue cancels or cannot provide an agreed service, the customer's entitlement to a refund will depend on the reason for cancellation and applicable law.
Where DNA Vue is responsible for failing to provide the agreed service, customers will receive the appropriate statutory or contractual remedy.
We will not automatically retain payments for services that we are unable to provide.
Where the customer's own breach or failure to meet clearly communicated requirements causes cancellation, reasonable recoverable losses may be considered, subject to applicable consumer rights.
DNA Vue does not guarantee a particular paternity, maternity, relationship or genetic finding.
A scientifically valid result may not match a customer's expectations.
Dissatisfaction with the biological result, by itself, does not establish an entitlement to a refund where the agreed service has been correctly performed.
If a customer believes there has been an error in collection, sample identification, analysis or results reporting, they should contact DNA Vue so that the concern can be investigated.
Where a failure to exercise reasonable care and skill is established, the customer's statutory remedies remain unaffected.
To request a refund, customers should contact:
Email: contact@dnavue.com
Telephone: 020 8059 5620
Please include:
DNA Vue may review the booking history, payment record, service progress, laboratory arrangements and relevant circumstances when assessing a refund.
Where a refund is due, the amount will be calculated according to the applicable statutory rights, contractual terms and relevant facts.
Any deduction will be lawful, reasonable and proportionate.
Where a statutory cancellation refund is due, DNA Vue will issue the refund within the applicable legal timeframe, generally within 14 days of being informed of a valid cancellation of a service contract, subject to relevant statutory rules.
For other approved refunds, we aim to process them promptly and without unreasonable delay.
Refunds will ordinarily be made to the original payment method, unless another lawful arrangement is expressly agreed.
No refund processing fee will be imposed where prohibited by law.
This Refund & Cancellation Policy does not replace or limit rights provided by UK consumer protection legislation.
Customers may have remedies where services are:
Customers who believe that a cancellation charge or refund decision is incorrect are encouraged to contact us.
We will review the circumstances and explain the basis of the decision.
Customers may also seek independent consumer advice or exercise their legal rights through an appropriate dispute resolution process or court.
Customers may use the following form to exercise an applicable statutory cancellation right.
Use of this form is optional. A clear statement communicated to DNA Vue is also sufficient.
To: DNA Vue Ltd
Email: contact@dnavue.com
Address: Admirals Park, Victory Way, Dartford, DA2 6QD, United Kingdom
I hereby give notice that I cancel my contract for the following DNA testing service:
Service purchased: __________________________
Date ordered: ______________________________
Customer name: ___________________________
Customer address: _________________________
Order reference (if available): _______________
Date: _____________________________________
For email submissions, a typed name is sufficient to identify the sender; a handwritten signature is not required solely to submit a cancellation request.
This policy should be read together with:
Terms & Conditions
https://www.dnavue.com/terms
Privacy Policy
https://www.dnavue.com/privacy
Genetic Data Privacy Policy
https://www.dnavue.com/genetic-data-privacy
If provisions conflict, mandatory statutory consumer rights take precedence.
DNA Vue may update this policy to reflect changes in legislation, regulatory guidance or operational procedures.
Updated versions will be published on our website with the relevant revision date.
Changes will not retrospectively remove contractual or statutory rights that apply to an existing customer order.
For questions about cancellations, refunds, deposits or payments:
DNA Vue Ltd
Admirals Park, Victory Way
Dartford, DA2 6QD
United Kingdom
Email: contact@dnavue.com
Telephone: 020 8059 5620
Website: https://www.dnavue.com
DNA Vue aims to provide fair and transparent refund arrangements while recognising the specialist preparation and third-party costs associated with DNA testing.
We are committed to assessing cancellation and refund requests consistently, reasonably and in accordance with applicable UK consumer law.