Cancellation or rescheduling
Customers may cancel or reschedule at no charge up to 24 hours before the scheduled appointment.
Late cancellations
Cancellations made less than 24 hours before the appointment may incur a $50 late-cancellation fee.
Missed appointments
If no adult age 18 or older is available during the selected arrival window, or Auraven cannot access the agreed sampling location, a $75 no-show fee may apply. Auraven may provide one courtesy waiver when circumstances reasonably justify it.
Weather and safety
If Auraven must reschedule because of severe weather, unsafe conditions, staffing limitations, or another operational issue, there is no charge. Auraven will offer the next available appointment.
After sample collection
Once sample collection has occurred or a laboratory order has been submitted, collection, shipping, and laboratory costs may be nonrefundable. Any remaining refundable amount will be determined from the work already completed.
Laboratory rejection or recollection
If a sample is rejected because of an Auraven collection or handling error, Auraven will arrange recollection without charging the customer again.
Refund timing
Approved refunds are returned to the original payment method. Financial institutions may require several business days to post the credit.