REFUNDS & CANCELLATIONS
OUR COMMITMENT
At StemBiotech, we aim to make cord blood banking and stem cell preservation clear and predictable. This policy explains how refunds, changes, and cancellations are handled for preservation and storage services.
ELIGIBILITY FOR REFUNDS
When a refund may be considered
- Service not initiated: Collection kit not used and no processing performed
- Non-collection at birth: No cord blood or tissue collected and no laboratory work started
- Processing failure: Rare technical issues that prevent viable stem cell storage (handled per your contract)
- Duplicate payment: Verified duplicate charges for the same service
When refunds are generally not available
- After cord blood or tissue has been processed and cryopreserved
- For annual or prepaid storage fees already applied to an active storage period
- For fees paid directly to hospitals or third‑party providers
- If cancellation occurs after laboratory testing and processing are complete
Always refer to your signed service agreement for specific terms that apply to your plan.
TIMEFRAMES
- Collection kit fees (unused): Refund requests typically accepted within 30 days of purchase, if the kit is unopened and in original condition
- Pre-birth cancellations: Requests should be made before your due date or scheduled delivery
- Post-birth issues: Contact us as soon as possible if collection did not occur or if you have concerns about your sample
Actual timeframes may vary based on your contract and applicable state regulations.
HOW TO REQUEST A REFUND OR CANCELLATION
Step 1: Contact Support
Email or call our client support team with:
- Full name and contact details
- Contract or account number
- Baby’s expected or actual date of birth
- Brief description of your request (refund, change, or cancellation)
Step 2: Review
Our team will review your account and:
- Confirm the status of collection, processing, and storage
- Clarify applicable contract terms
- Outline any eligible refund or credit options
Step 3: Confirmation
You will receive written confirmation detailing:
- Approved changes or cancellations
- Any refund amount or credits
- Expected processing time
REFUND METHODS
Where a refund is approved:
| Type | Description | Typical Processing Time |
|---|---|---|
| Service Fee Refund | Eligible fees returned to original payment method | 7–14 business days |
| Account Credit | Credit applied to future storage or service fees | 3–5 business days |
Exact timing may depend on your bank or payment provider.
CHANGING YOUR PLAN
If you need to adjust your services:
- Before birth: You may be able to upgrade or modify your preservation plan
- After birth but before processing: Limited changes may be possible, depending on timing
- After processing and storage: Plan changes generally apply to future storage periods only
Our team will explain available options based on your specific agreement.
MISSED OR FAILED COLLECTIONS
If cord blood or tissue was not collected at delivery:
- Notify us promptly with your delivery details
- We will review your account to confirm what services were performed
- Any eligible adjustment or partial refund will follow the terms of your contract
CONTACT US
For questions about refunds, billing, or cancellations related to cord blood banking and stem cell storage:
- Email: support@stembiotech.com
- Phone: (XXX) XXX‑XXXX (California, USA)
- Hours: Monday–Friday, 9:00 AM – 5:00 PM (PT)
This policy is a general guide and does not replace the terms in your signed StemBiotech service agreement. Where there is a difference, your contract and applicable law will govern.
Policy Last Updated: February 2026