We base our relationship with our customers on trust. That is why we are upfront about all the fees included in our process, and about our different refund options. We provide our customers with the most affordable service fee, and one of the most generous refund policies in the market. In order to keep offering this level of fee, we set a clear refund policy.
Please read these next points carefully, and if you have any more questions, contact us at any moment.
WHAT ARE YOU PAYING FOR
When you make an order with us, except for our dedicated service and customer support, the following are included in your package:
Home Kits for Sperm Freezing
The fee depends on the number of our home sperm kits you wish to use.
Lab Testing and Processing
Once your sample arrives to our lab, we do a sperm count and a motility test, making sure your sample is viable for usage later on. You have the option to add a morphology test, for an extra fee.
You can choose between an annual storage plan which you will need to extend every year and one of our discounted multiple year pre-paid plans.
Once you want to retrieve your sample.
100% PROCESS QUALITY GUARANTEE
In case of any technical issue related to the delivery of the package or the package itself, you will get a replacement at no cost. For example, if the package is delayed on its way to you or back to our lab because of FedEx shipping delays.
We are strictly following our process in order to allow optimal clinical results for our customers. If anything falls outside of our process guidelines, we will allow our customers to repeat the process and will cover all related costs.
Please be aware that in the event of any technical issue related to the package itself, you must notify us of the defect you found by email, chat, or phone immediately upon receiving the package up to one hour after receiving the package. In case your package does not arrive on time or you cannot locate the package, you must notify us by 5 p.m. on your chosen delivery date. Letting us know on time allows us the chance to work with FedEx and fix the issue in a timely manner.
We aren’t fans of hidden fees. We really aren’t. This is why it is important for us that you know in advance what you will have to pay for within the process.
Cancellation prior shipping
You can cancel your order before your package is shipped to you and receive a full refund, excluding 3% payment processing fee. Cancellation requests must be submitted to Sppare.me within 7 days of ordering. Cancellation requests submitted after 7 days from ordering will be subject to an administrative fee of $50.
Cancellation post shipping
Unfortunately our products cannot be restocked. Cancellations after package shipment will only be eligible for a $50 refund per ordered kit. Refund can be requested as long as the kit wasn’t shipped to our lab for testing and storage.
Annual Storage Fee
Our annual storage fee is charged annually at the beginning of the relevant storage year. In case you decide to retrieve or terminate your sample in the middle of a storage year, you will not be eligible to a refund.
Pre-paid Annual Storage Plans
As expressed before, you have the ability to order pre-paid multiple year plans. In case you do, they become 100% non-refundable 45 days after your first sample storage. This means that in case you decide to retrieve or terminate your sample at any point in time following 45 days of your sample storage and before the end of the pre-paid period, you will not be eligible to a refund.
In case a morphology test was ordered but your sample wasn’t applicable for the performance of such test, you will be eligible for a refund on the ordered test.