Refund and Cancellation Policy

Last Modified: February 12, 2026

This NeuroQure Refund, Cancellation, Payment and Sample Re-Collection Policy ("Policy") is provided by NeuroQure Inc. ("Company," "we," "us" or "our") for this website, neuroqure.com and corresponding services provided on or in connection with the website, including links to the healthcare provider portal and patient portal (collectively, the "NeuroQure Site" or “NeuroQure Sites”) and functionality we may choose to offer through the NeuroQure Site (collectively the "Services"). If you are the guardian of a patient submitting a sample, references to “you” will refer to you or the patient, as applicable.

This Policy is incorporated into, and is part of, our Terms of Use available at neuroqure.com and which govern your access to and your use of our Services. By requesting and/or purchasing an ASD Insight™ Test (the “Test”), you signify that you have read, understood and agree to be bound by the terms of this Policy.

Company may, in its sole discretion, modify or update this Policy from time to time, and so you should review this page periodically. When we change the Policy in a material manner, we will update the ‘last modified’ date at the top of this page. Your request and/or purchase of the Test will be subject to the version of this Policy effective as of the date of your request or purchase. Any request or purchase after any such change constitutes your acceptance of the new Policy.

For questions or support, please contact us at support@neuroqure.com with your full name and order number as provided in your NeuroQure patient portal.

Payment

Test Requested on NeuroQure Site through a Telehealth Provider

If you elected to request a test from the NeuroQure Site, payment for the Test and related services is collected in full or via installment plan, as applicable, at the time of Test request through neuroqure.com as described during the checkout process.
The Test fee includes, without limitation, fees for lab processing, third party payment processor fees and related services.
If you have elected to request the test directly through the NeuroQure Site, payment for telehealth services is also collected on the NeuroQure Site on behalf of the telehealth provider. The amount of such telehealth services fee will be reflected at the time of purchase.
Your sample will not be processed by the laboratory until required full payment is received. If you have elected an installment payment option, the laboratory will not complete processing until after full payment is received.

Test Order From Your Physician

If your physician orders the Test, you must log onto the NeuroQure platform, set up an account and pay for the Test in order for the laboratory to process your Test.
A link for account set up and payment will be sent to your email address as provided to NeuroQure by your physician.
The Test fee includes, without limitation, fees for lab processing, third party payment processor fees, and related services.
Your sample will not be processed by the laboratory until required full payment is received. If you have elected an installment payment option, the laboratory will not complete processing until after full payment is received.
The fees collected by NeuroQure do not include, and NeuroQure is not responsible for and will not reimburse, your physician's fees, including any sample collection fees charged by your physician.

Sample Collection

If you have elected to be connected to an in-home sample collection service through the NeuroQure Site, payment for sample collection services will also be collected through the NeuroQure Site on behalf of the sample collection provider.
The amount of such fees will be reflected at the time of purchase.
The fees collected by NeuroQure do not include, and NeuroQure is not responsible for and will not reimburse, fees of any other sample collection service providers.

Refund or Re-Collection If Sample Is Not Able To Be Processed

In the event your skin sample is not able to be processed in NeuroQure’s sole discretion (for example, if the tissue does not grow in culture, the skin sample does not arrive at the NeuroQure laboratory, the sample box arrives damaged or the sample does not arrive within the required time period after sample collection), NeuroQure will notify you via the contact information that you provided and you may elect to have your sample re-collected or request a refund as described below:

Re-Collection

If you elect to have your skin sample re-collected, you may request a re-collection within 30 days after receiving notice that your sample was not able to be processed.
You may request a re-collection by following the instructions in the notice or by contacting support@neuroqure.com.
If you elected to be connected to an in-home sample collection service through the NeuroQure Site, NeuroQure will coordinate one re-collection via the same sample collection partner, at no additional charge to you.
You have up to 60 days to schedule the re-collection.
If you arranged for separate sample collection (through your physician or another sample collection service provider), after your re-collection request, NeuroQure will send replacement sample collection materials to the sample collection provider that you have designated at no additional cost.
You must then schedule another skin biopsy through your designated sample collection provider.

Refund

You may request a refund up to 30 days after receiving notice that your sample was not able to be processed and, upon such request, the Test order will be cancelled and you will receive a full refund of fees collected by NeuroQure, including any sample collection fees collected by NeuroQure on behalf of a sample collection provider.
You may request a refund by following the instructions in the notice or by contacting support@neuroqure.com.
If you do not notify NeuroQure of your election to receive a refund or have your skin sample re-collected within 30 days after receiving notice that your sample was not able to be processed, NeuroQure will issue a full refund of fees as described in this section above.
For the avoidance of doubt, NeuroQure is not responsible for and will not reimburse any fees charged by your physician for services relating to the Test or any fees charged by sample collection providers for re-collections.

Cancellations of Telehealth Provider Visits and In-Home Sample Collection Visits

Telehealth Provider Visits

If you have scheduled a telehealth virtual visit with the telehealth provider through the NeuroQure Site and you need to cancel or reschedule, you may cancel or reschedule at least 24 hours before such telehealth visit.
You may cancel or reschedule your visit via the scheduling process provided to you.

In-Home Sample Collection Visits

If you elected to be connected to an in-home sample collection service through the NeuroQure Site and you need to cancel or reschedule your in-home sample collection visit, please cancel or reschedule at least twenty-four (24) hours prior to your scheduled visit.
You may cancel or reschedule your visit via the scheduling process provided to you.
If you cancel your in-home sample collection visit and would like to proceed with sample collection through your physician or another sample collection service, please notify NeuroQure at support@neuroqure.com to change your sample collection method election.
NeuroQure will request additional information regarding your designated sample collection provider in order to send sample collection materials.
You will be asked to confirm that you have already discussed the Test with the sample collection provider you have selected and that they are authorized and equipped to conduct the skin biopsy procedure.
Once all required information has been received and verified, NeuroQure will refund the sample collection fee to the original form of payment.
If you have not completed the sample collection within 120 days after the Test has been ordered (either by the telehealth provider or your physician), regardless of whether you reschedule with the in-home sample collection provider or with a sample collection provider that you designate, you will automatically receive a refund; provided that the following fees will not be refunded: (i) a cancellation fee of $10 and (ii) if you have elected to request the test directly through the NeuroQure Site, the telehealth services fee ($39).

Refunds

You may request a refund prior to sample collection; provided that the following fees will not be refunded: (i) a cancellation fee of $10 and (ii) if you have elected to request the test directly through the NeuroQure Site, the telehealth services fee ($39).
If you have elected to request the test directly through the NeuroQure Site, you will receive a full refund of fees collected by NeuroQure if the telehealth provider determines that the Test is not appropriate for you.
If you have not completed sample collection within 120 days after the Test has been ordered (either by the telehealth provider or your physician), you will automatically receive a refund; provided that the following fees will not be refunded: (i) a cancellation fee of $10 and (ii) if you have elected to request the test directly through the NeuroQure Site, the telehealth services fee ($39).
Once your sample has been collected, no refunds will be issued unless the sample is deemed by NeuroQure as not able to be processed and you decline re-collection as described above.
The fees collected by NeuroQure do not include, and NeuroQure is not responsible for and will not reimburse, your physician's fees or fees of sample collection partners with whom you have arranged services separately from the NeuroQure Site.

General Terms

Refunds are typically processed within 7–10 business days of approval to your original form of payment.
NeuroQure is not responsible for delays or errors caused by sample collection partners or shipping services.

Please contact us at support@neuroqure.com with any questions.