1. Overview

We want you to feel confident purchasing from MineralBalance. This policy outlines our refund and cancellation terms for HTMA test kits, service packages, digital products, and supplements.

2. HTMA Test Kits

2.1 Before Mailing Your Sample

If you have received your test kit but have not yet mailed your hair sample, you may request a cancellation and refund. A $25 administrative fee will be deducted from your refund. You must return the unused kit to receive your refund.

2.2 After Mailing Your Sample

Once your hair sample has been mailed to the laboratory, refunds are not available. At this point, the testing process has begun and cannot be reversed.

2.3 Lost Samples

If your hair sample is lost in transit and does not reach the laboratory, we will provide a replacement kit at no charge. Please contact us if you have not received your results within the expected timeframe.

3. Service Packages (Silver, Gold, Platinum)

3.1 Silver Package

Refunds follow the test kit policy above (Section 2).

3.2 Gold and Platinum Packages

These packages include consultation services, personalized protocols, and course access. Once your test results have been delivered, refunds are not available as services have begun. If you have not yet received your results, the test kit refund policy applies.

3.3 Private Membership Association

Gold and Platinum packages require signing The Mineral Balancing Academy Private Membership Agreement to receive consultation services. If you decline to sign the PMA Agreement, you may request a refund of your purchase minus the value of the Silver package ($197). The Silver portion covers your HTMA test and report, which you will retain.

3.4 Upgrades

If you upgrade from Silver to Gold or Platinum, the upgrade is non-refundable once processed. Your original Silver purchase credit is applied to the upgrade and cannot be refunded separately.

4. Consultations

4.1 Scheduling

Consultations included in Gold and Platinum packages must be scheduled within 6 months of receiving your test results. After 6 months, unused consultations expire and are not refundable.

4.2 Rescheduling and Cancellations

We understand that life happens. If you need to reschedule your consultation, please provide as much notice as possible. We will do our best to accommodate rescheduling requests at our discretion.

Repeated no-shows or last-minute cancellations may result in forfeiture of the consultation at our discretion.

4.3 Satisfaction

If you are dissatisfied with your consultation experience, please contact us. We handle concerns on a case-by-case basis and will work with you to find an appropriate resolution, which may include additional consultation time or other accommodations at our discretion. Refunds are generally not offered for completed consultations.

5. Digital Products

Access to educational courses, video content, and digital materials is non-refundable once access has been granted. Please review product descriptions carefully before purchasing.

6. Supplements

6.1 Unopened Products

Unopened supplements in their original sealed packaging may be returned within 30 days of delivery for a full refund. Customer is responsible for return shipping costs.

6.2 Opened Products

Opened supplements are not eligible for return or refund due to health and safety regulations.

6.3 Damaged or Defective Products

If your supplements arrive damaged or defective, contact us within 7 days of delivery with photos of the damage. We will replace the product or issue a refund at our discretion.

7. How to Request a Refund

To request a refund, please contact us at:

Email: [email protected]

Include the following information:

• Your name
• Order number
• Reason for refund request
• Whether your hair sample has been mailed (for test kit refunds)

We will respond to your request within 3-5 business days.

8. Refund Processing

Approved refunds will be processed to your original payment method within 5-10 business days. Depending on your bank or credit card company, it may take additional time for the refund to appear on your statement.

9. Contact Us

If you have any questions about our refund policy, please contact us at:

MineralBalance
Email: [email protected]
Website: mineralbalance.com