Paladien Refund & Cancellation Policy

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Overview

This Refund & Cancellation Policy explains how refunds, cancellations, replacements, and subscription changes work for Paladien products and services.

Because Paladien provides time-sensitive, biological, and logistics-based services, certain purchases become non-refundable once fulfillment or processing begins. We aim to be clear, fair, and flexible while protecting the integrity of our services.

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Refund Processing

Approved refunds will be returned to the original payment method and may take up to 7 business days to process, depending on your financial institution.

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Kit Purchases (Includes One Year of Storage)

Paladien kits are sold as a bundled service that includes: • An at-home collection kit • Shipping and logistics coordination • Processing coordination with licensed laboratories • One (1) year of cryogenic storage, beginning upon successful preservation

Cancellations Before Shipment • Orders canceled before a kit ships are eligible for a full refund.

After Shipment • Once a kit has shipped, the kit purchase is non-refundable. • This reflects the medical, regulatory, and logistical requirements associated with biological collection materials.

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Shipping Issues, Transit Delays, and Replacement Kits

Transit Delays Beyond Reasonable Control

If a kit or collected sample is rendered unusable due to transit delays or circumstances beyond reasonable control, Paladien will issue a replacement kit at no additional cost.

Lost or Damaged Kits

If a kit is lost or damaged in transit, Paladien will provide a replacement kit at no cost.

In rare cases of duplicate or returned kits suggesting misuse or abuse, Paladien reserves the right to charge for additional kits provided.

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Client Error and Handling Issues

Certain outcomes may result from client-side handling errors. Examples may include (without limitation): • Failure to follow provided collection or shipping instructions • Shipping on an incorrect day • Improper storage or handling prior to shipment • Use of incorrect or unauthorized materials

In cases of client error: • Refunds are not guaranteed • Paladien retains full discretion to determine an appropriate resolution, which may include: • No refund • Partial refund • Replacement kit at reduced cost • Full refund, with or without a handling or processing charge

Our goal is always to balance fairness to the customer with the realities of biological and laboratory workflows.

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Sample Viability and Storage Refunds

If a collected sample is determined to be not viable for long-term storage: • Charges associated with the kit, shipping, and processing remain non-refundable • Unused storage fees (including future storage not yet accrued) may be refunded

This ensures customers are not charged for storage services that cannot be provided, while recognizing costs already incurred.

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Ongoing Storage & Automatic Enrollment

Each Paladien kit includes one (1) year of storage. After the included period, customers are automatically enrolled in ongoing storage at the then-current rate unless canceled in advance.

Canceling Ongoing Storage • Storage may be canceled at any time through the Paladien Customer Portal 👉 https://portal.paladien.com • Cancellations apply prospectively only • Previously billed storage periods are non-refundable • Storage continues through the end of the current billing period

Additional written authorization regarding disposition, transfer, or release of stored specimens may be required, as governed by your customer agreement and applicable law.

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Consultations and Third-Party Services

Paladien may facilitate introductions or scheduling with third-party medical professionals or consultants. • Any consultation fees are set and charged by the provider, not Paladien • Cancellations must be made at least 24 hours in advance to avoid forfeiture of the consultation fee • Paladien is not responsible for refund decisions made by third-party providers

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Exceptional Circumstances

Paladien may review refund requests on a case-by-case basis for issues such as: • Duplicate charges • Billing errors • Fulfillment errors attributable to Paladien

Any exception granted does not create a general right to refunds outside this policy.

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Contact Us

If you have questions about this policy or need assistance with your account, please contact:

Email: [email protected] Customer Portal: https://portal.paladien.com

Effective Date: December 12, 2025