23andMe generally does not issue refunds for payments made, except where law requires it or under the specific sample failure protocol described in the Terms.
This analysis describes what 23andMe's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
The no-refund policy means users who are dissatisfied with their results, change their minds after purchase, or encounter service issues outside the specific sample failure protocol have no contractual right to a refund under these Terms.
The updated Terms now apply only to users who live outside the United States, Canada, EEA, UK, and Switzerland, or who access the Services from outside those regions. US, Canadian, EEA, UK, and Swiss users are directed to region-specific Terms instead. Additionally, when terms for a specific Service conflict with the main Terms, the specific Service terms now govern that portion of your use rather than the main Terms controlling. The mandatory arbitration provision remains in the document but is no longer prominently featured at the very beginning of the Terms.
View change record →The updated Terms of Service now apply exclusively to users in the United States, narrowing the geographic scope from the prior version that addressed users in multiple regions. The terms now contain a prominently featured mandatory arbitration provision that requires disputes to be resolved through individual arbitration on an individual basis rather than through jury trials or class action lawsuits. This means that if a user has a dispute with 23andMe, the updated terms require arbitration as the method of resolution instead of traditional litigation. Additionally, if a user purchases additional services, the main Terms of Service (including the arbitration provision) will control any conflicting terms from those additional services. You can review the complete updated Terms of Service through the link provided in the document.
View change record →The updated terms now apply only to users who live outside or access services outside the United States, Canada, EEA, UK, and Switzerland. Previously, the terms applied to US-based users. The terms also clarify that when service-specific terms conflict with the general Terms of Service, the service-specific terms will govern that particular service rather than the general terms controlling all conflicts. This means users of additional services may operate under different dispute resolution and governance procedures depending on which service they are using.
View change record →Users who purchase a 23andMe service and later decide they do not want to proceed, or who are dissatisfied with results for reasons other than sample processing failure, are not entitled to a refund under the Terms, subject to any applicable legal requirements in their jurisdiction.
How other platforms handle this
All payments are final. No refunds will be issued. In the event of a dispute regarding the identity of the person submitting an entry, the entry will be deemed submitted by the person in whose name the account was registered.
All purchases are final. No Refunds: We are unable to offer refunds for digital products, including in-app purchases and subscriptions, except as described in our refund policy or as required by applicable law.
Payments are nonrefundable and there are no refunds or credits for partially used subscription periods. Following any cancellation, however, you will continue to have access to the service through the end of your current billing period. At any time, and for any reason, we may provide a refund, disco...
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"No Refunds. Except as may be required by applicable law, payments are non-refundable and there are no refunds or credits for partially used services. Please refer to 23andMe's Return and Refund Policy.— Excerpt from 23andMe's 23andMe Terms of Service
REGULATORY LANDSCAPE: State consumer protection laws, including California's consumer protection statutes and various state automatic renewal laws, may require refund rights that supersede the no-refund policy. The FTC evaluates whether no-refund policies in consumer contracts are adequately disclosed before purchase. For subscription services under the Membership Terms incorporated by reference, state automatic renewal laws may impose additional cancellation and refund obligations. GOVERNANCE EXPOSURE: Medium. The no-refund policy is common in consumer genetic testing services, but the carve-out for applicable law requires active jurisdictional monitoring. The policy applies to partially used services, which in the context of membership or subscription services raises questions about prorated refund rights under state law. JURISDICTION FLAGS: California's automatic renewal law and consumer protection framework may require specific disclosures and refund rights for subscription services that the no-refund policy does not currently address on its face. New York and other states with specific refund disclosure requirements should be considered. CONTRACT AND VENDOR IMPLICATIONS: Retailers or distributors selling 23andMe kits should confirm their own return policies are consistent with 23andMe's Terms, as the no-refund policy applies to 23andMe directly and may differ from retailer return policies. COMPLIANCE CONSIDERATIONS: Legal teams should confirm that the no-refund policy is disclosed prominently in pre-purchase flows and on product pages, not only in the Terms of Service. For subscription products, the policy should be evaluated against applicable state automatic renewal and cancellation laws.
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The no-refund policy means users who are dissatisfied with their results, change their minds after purchase, or encounter service issues outside the specific sample failure protocol have no contractual right to a refund under these Terms.
Users who purchase a 23andMe service and later decide they do not want to proceed, or who are dissatisfied with results for reasons other than sample processing failure, are not entitled to a refund under the Terms, subject to any applicable legal requirements in their jurisdiction.
ConductAtlas has identified this type of provision across 6 platforms. See the full comparison.
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