Vitals VaultVITALSVAULT
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Vitals VaultVITALSVAULT
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Refund Policy

At Vitals Vault, we want you to be satisfied with our services. This refund policy explains our approach to refunds for various services and circumstances.

Last Updated: Sep 2025

1. Lab Test Refunds

Before Sample Collection:

  • Full Refund: Available within 48 hours of purchase if you haven't scheduled or collected your sample.
  • Cancellation Process: Contact our support team at support@vitalsvault.com or through your account dashboard.

After Sample Collection:

  • No Refunds: Once your sample has been collected and sent to the lab, refunds are generally not available as processing costs have been incurred.
  • Exception: Technical errors or lab processing failures may qualify for a full refund or retest at no charge.

2. Consultation Services

  • 24-Hour Cancellation: Full refund if cancelled at least 24 hours before your scheduled appointment.
  • Last-Minute Cancellations: Cancellations within 24 hours may be subject to a 50% cancellation fee.
  • No-Show Policy:You may reschedule missed appointments. Refunds are available, but a service fee may apply.

3. Digital Products and Reports

  • Immediate Access: Digital products, such as biological age or functional reports, are generally non-refundable once accessed or downloaded, as your blood samples have already been processed.
  • Technical Issues: If you experience technical problems accessing your digital products, we'll work to resolve the issue or provide a refund.

4. Refund Process

How to Request a Refund:

  1. Contact our support team with your order details
  2. Provide a brief explanation of your refund request
  3. We'll review your request within 2-3 business days
  4. Approved refunds are processed within 5-7 business days

Refund Methods:

  • Refunds are issued to the original payment method used for purchase
  • Processing time may vary depending on your bank or payment provider
  • You'll receive an email confirmation once the refund is processed

5. Special Circumstances

  • Medical Emergencies: Refunds may be considered on a case-by-case basis for medical emergencies that prevent service usage.
  • Service Interruptions: If our services are unavailable due to technical issues, appropriate credits or refunds will be provided.
  • Billing Errors: Any billing errors will be promptly corrected with full refunds where applicable.

6. Non-Refundable Items

  • Processing fees and shipping costs (unless due to our error)
  • Services already rendered or completed
  • Gift cards and promotional credits
  • Third-party services booked through our platform
  • Digital Products and Reports

7. Disputes and Appeals

If you disagree with our refund decision, you may appeal by providing additional information or documentation. We'll review appeals within 5-7 business days and provide a final decision.

8. Changes to This Policy

We may update this refund policy from time to time. Changes will be posted on this page with an updated effective date. Continued use of our services constitutes acceptance of any changes.

9. Contact Information

For refund requests or questions about this policy, please contact us:

  • Email: support@vitalsvault.com
  • Mailing Address: Vitals Vault, 1700 7th Ave, Seattle - Suite 2100
  • Business Hours: Monday-Friday, 9 AM - 6 PM PST

We're committed to resolving refund requests fairly and promptly. Thank you for choosing Vitals Vault for your health and wellness needs.