Although we maintain the highest standards of accuracy and thoroughness, no one (including our Doctors or The Analyst™ itself) is yet 100% accurate at uncovering all health issues. If you have a complaint about your report, we want to hear about it — that is how we perfect our system and remain at the forefront of our business.
Unlike a doctor or hospital, we offer a full refund should we fail to properly uncover all of the significant* conditions affecting your health.
Our guarantee does not apply in cases where the questionnaire has been incorrectly or partially completed. If your questionnaire is incorrect or incomplete, you may correct/complete/redo it and receive a revised report at no additional charge.
If you believe that there is an error in your report, or that a significant health condition has been omitted, simply contact us with the following information:
If you ordered a Doctor-reviewed Report, please make use of the free follow-up questioning facility before lodging a complaint as this often clears up misunderstandings. Our doctors are contracted on the basis of their professionalism and will admit fault where it exists. If there is any doubt, we will decide in your favor.
If you ordered a Computer-only Analysis, we will examine your complaint and issue a refund if your report is factually incorrect or if we can not show that your report includes the condition(s) in question.
All complaints receive a response within 24 hours. We accept complaints up to one year after your report was issued; this should give you plenty of time to be evaluated further if that is necessary.
A significant health condition is potentially life-threatening, disabling, or may require hospital treatment.
Please understand that we are not using the word 'significant' as a means of avoiding our responsibility to you. It is simply a fact that some minor conditions – for example dandruff, graying hair, tremors or poor memory – do not merit inclusion in a lengthy report.