Signing in with an emailed code, what to do when it does not arrive, and how to reach us.

What deletion covers, what law requires us to keep, and how to destroy a stored physical sample.

Delivery windows by region, when a kit counts as lost, and how to get a replacement sent.

Sample received, extraction, sequencing, analysis, report ready — what the lab is actually doing at each step.

Typical 6–8 weeks from the lab receiving your sample, and the things that legitimately push it longer.

Which file to ask for, how large they are, and what the checksums are for.

What can be refunded and when the window closes, plus what to do about a charge you don’t recognise.

Check the profile stage first, then the account you’re signed into, then talk to us.

How the report is organised, which sections are clinically reviewed, and where to start reading.

The technique that gets enough DNA the first time, and the mistakes that cause a recollection request.

The three quality checks a sample has to pass, and what happens to the timeline when one fails.

What’s in the box, who pays return postage, and how to send your sample back.

Pathogenic, likely pathogenic, uncertain, likely benign, benign — the five-tier scale and how we apply it.

A VUS means the evidence is incomplete. What it does and doesn’t justify doing next.