Refund Policy

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.

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.

In case of any technical issue related to the delivery of the package or the package itself, you will get a 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.

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 within 7 days of ordering. Cancellation requests submitted after 7 days from ordering will be subject to an administrative fee of $50.

We provide our customers with the flexibility of choosing the day they will have their kits delivered to them (on our checkout page). Our kits are shipped with a FedEx priority overnight shipment and will arrive around noon of the chosen delivery date. As our sperm protection medium needs to be stored in the fridge, we expect our customers to be home to receive the kits when they arrive.

In case you ordered 1 kit, if the package has arrived to the desired address by the end of your chosen delivery date, with reference to FedEx records, $225 of the payment becomes non-refundable for FedEx direct shipping and handling costs. In case you ordered 2 kits, $275 of the payment becomes non-refundable. In case you ordered 3 or more kits, we require a special packaging and therefore the non-refundable will become $375.

Saturday special delivery fee ($50 per each kit ordered, if selected on checkout) is non-refundable in addition to any other non-refundable fees.

Please note that this amount will still be counted as a non-refundable fee regardless of any specific circumstances, which may include but are not limited to the following:  

– A customer is unavailable to receive the kit on their chosen delivery day
– A customer decides not to use the kits after purchasing them
– A customer does not or forgets to put the preservation medium in the fridge
– A customer does not follow our sperm collection instructions (available here), and the kit is, therefore, no longer useful.

In case of asking for additional replacement kits, an additional $125 per kit will be charged for direct shipping and handling costs of the package. This is in addition to any other non-refundable amounts in the process.

Package Downgrading
Downgrading from our Recommended package to our Standard package will result in non-refundable administrative, shipping and handling fee of $150.  Downgrading from our Ultimate package to our Recommended package will result in non-refundable administrative, shipping and handling fee of $250. Should you decide not to use one or more of your ordered kits, please don’t ship them back to our lab, but rather discard them and apply for a refund. Shipping-back of an unused kit will trigger Sample Testing and Processing non-refundable fee (see below). 

Sample Testing & Processing
Our process is a proven ‘tried and tested’ process, and works for many different customers. However, fertility statistics show that 1 in 15/20 men experience some sort of problem with their sperm. If you are part of this statistics, it does not mean that you won’t have the ability to have children, but simply that our service might not be suitable for you, and that a visit to a fertility clinic or provide a sample onsite might do the trick. We want you to understand that there is always the chance that your sample may not be eligible for cryopreservation. The decision for cryopreservation is done by our lab experts in good faith and with the sole purpose of helping you secure your fertility.

Once your sample has been shipped back and arrived safely to our lab, an additional $125 (per sample) of the payment becomes non-refundable regardless whether or not your sample is eligible for freezing. This is due to our own costs for shipping and processing of your sample. We are always transparent and share the sample test results with our customers so customers are informed and can seek medical advice.

In case the sample is eligible for freezing, you can still apply for a refund. In such a case, the non-refundable amount will be $250 per sample ($400, in case of the Ultimate package, as a result of the special handling and shipping fee or if morphology test was ordered); any refund requested must be submitted within 30 days of placing the order.

For the avoidance of doubt, we ask to register kits online for return shipments during available dates, before a sample is produced. Registering kits for return shipment helps us control the volume of kits we receive at our lab on a single day. It is a crucial steps meant to ensure that your sample is properly identified and timely processed by our medical team. In the unlikely scenario that you purchased a kit and cannot find an available spot within 4 business days (Mondays to Thursdays) as of delivery (i.e., all the spots are taken and unavailable), you will be entitled for a full refund upon presenting a screen-shot of our online availability calendar blocked for the next 4 consecutive business days.

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.

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In case you’ve missed any of the details specified above, or wish to have a quick clear understanding of our fees, we hope this table* clarifies things a bit better:

  1. In case of any technical issue related to the delivery of the package or the package itself – you can always ask for a Full Refund under our 100% Process Quality Guarantee Policy.
  2. In case our package was delivered to your desired address on your chosen delivery date – you can ask for a Full Refund except for $225 for one kit, $275 for two kits and $375 for three kits, covering our most direct shipping and handling expenses.
  3. In case you shipped back a single kit to our lab for testing and processing – you may ask for Full Refund except for our non-refundable direct shipping and handling expenses ($225 for one kit, $275 for two kits, $375 for three), and our non-refundable return shipping and lab processing fee ($125 per kit). In total, you will be withheld for the sum of up to $350 for the Standard package, $400 for the Recommended package, and $500 for the Ultimate package.

*Subject to the more detailed explanation above.