Effective Date: January 1, 2025

Company: Keyspan, Inc. ("Keyspan," "we," "us," "our")

Sites/Channels Covered: www.getkeyspan.com www.keyspan.ai the Keyspan mobile app, and purchases made through Keyspan-branded listings on marketplaces (including Google Shopping, Amazon and others), to the extent permitted by those marketplaces' rules.

This Return & Refund Policy explains when Keyspan offers returns, refunds, and store credit for products and services purchased through Keyspan.

1) Important Notes About Health Disclaimers

Keyspan is a wellness and prevention platform. Keyspan does not provide medical advice or medical services, and does not diagnose, treat, cure, or prevent any disease. Any coaching, educational content, protocols, action lists, or recommendations are for informational and wellness purposes only.

2) How to Request a Return or Refund

To request a return, refund, or store credit, contact us at support@getkeyspan.com with:

• Your name and order number
• What you purchased
• The reason for the request
• If applicable, photos of the item and packaging (e.g., damaged shipment or wrong item)

We may ask for additional information to verify eligibility and prevent fraud/abuse.

3) General Return Window and Eligibility (Physical Goods)

Unless a product category below says otherwise:

• Eligible return window: 30 days from delivery
• Condition required: Unopened, unused, and in original packaging
• Return shipping: Paid by the customer (unless we made an error)
• Restocking fees: None

Opened or used consumable products are not returnable (including supplements and similar ingestible goods), except where required by law or where Keyspan confirms an exception in writing.

4) Supplements and Consumable Products (Including Detox Supplement Pack)

All supplement sales are final once shipped, because we cannot verify storage conditions and cannot resell supplements.

If Keyspan made a mistake (e.g., wrong product shipped, missing items), we will correct the issue by sending the correct item(s) or missing item(s). You do not need to return the original supplements.

5) At-Home Test Kits (Including Microplastics Test Kit)

Microplastics Test Kit

• If your microplastics kit is unopened and unused, you may return it within 30 days of delivery for a full refund (or store credit, at your choice), once Keyspan receives and inspects the returned kit.
• If the kit is opened, used, or a sample has been collected/submitted, it is not eligible for a return or refund.

Other At-Home Test Kits

Unless otherwise stated on the product page at time of purchase:

• Unopened and unused kits may be eligible for return within 30 days of delivery.
• Opened/used kits are not eligible for return or refund.
• No cancellations are available once a kit has shipped.

6) Lab Testing Services (Lab Orders, In-Lab Draws, Mobile Phlebotomy)

Keyspan offers lab testing through third-party providers (including Quest Diagnostics and BioReference Laboratories (BioReference availability may be limited by state)), and mobile phlebotomy through GetLabs (where available).

Lab Orders Created but Not Used

If a lab order has been created but not used, you may request cancellation and a refund (or store credit, at your choice), subject to verification that the lab order was not used.

Once a Sample Is Collected or Submitted

If a sample has been collected and/or submitted to the lab, no refund is available.

Lab Processing Errors / Invalid Samples

If there is a lab error attributable to the lab (for example, processing error or sample handling issue), Keyspan may offer:

• a free redraw/retest, or
• a refund or store credit, depending on the circumstances

The remedy (retest vs refund/store credit) is determined by Keyspan in its reasonable discretion after review of the situation and confirmation from the lab/provider.

Mobile Phlebotomy Rebooking Fee (GetLabs)

For mobile phlebotomy appointments arranged through GetLabs:

• If you cancel, reschedule, or no-show within 24 hours of your appointment time, you may be charged a $99 rebooking fee.

7) Health Coaching (Single Sessions and Subscription-Included Sessions)

Session Cancellation / No-Show Policy

• You must cancel at least 1 hour before your scheduled coaching session time to avoid forfeiting your session credit.
• If you no-show or cancel with less than 1 hour notice, you forfeit the session credit (no refund).

8) Subscriptions and Plans

Keyspan currently offers, among others:

• $9.99/month plan (with one-week free trial) for lab uploads + AI coaching/action lists + app access
• $199/month (or $2,148/year) plan including app access plus bundled services (e.g., periodic blood draws, supplements, coaching, and microplastics test)
• One-time $399 package (blood draw + coaching + app access)

Monthly Subscriptions (General)

• You may cancel your subscription per the instructions in your account settings or by emailing support@getkeyspan.com.
• Unless required by law or explicitly stated otherwise on the product page, Keyspan does not provide prorated refunds for partial billing periods.
• When you cancel, service typically continues through the end of the current paid billing period.

Free Trial ($9.99/month plan)

• If you cancel during the free trial, you will not be charged.
• If the trial converts to a paid plan, standard subscription terms apply.

3-Month Commitment (Applicable to $199/month Plan)

If your $199/month plan includes a 3-month commitment, then:

• You may not cancel the plan within the first 3 months if you have already completed a blood draw under the plan.
• If you request cancellation during the commitment period, Keyspan may deny the request or offer an alternative resolution (for example, allowing cancellation after the commitment ends), consistent with your plan terms.

Annual Plan Refund Window

For the $2,148/year plan:

• You may request a refund within 7 days of purchase only if you have not completed a coaching call and have not completed a blood draw under the plan.
• If either a coaching call or blood draw has occurred, the annual plan is not refundable (unless required by law).

9) Third-Party Products and Services (ProLon and Prenuvo)

Keyspan may offer access to certain third-party products and services. These third parties may have their own policies, scheduling rules, and constraints.

ProLon Fasting Kits

ProLon products may be perishable and/or temperature-sensitive, and fulfillment and product quality responsibilities may be governed by ProLon's policies. Keyspan will assist with support requests, but returns/refunds may be limited depending on ProLon's rules and the circumstances.

Prenuvo MRI Access

MRI services are provided by Prenuvo and are subject to Prenuvo scheduling and cancellation policies. Refund eligibility may depend on whether an appointment has been scheduled or services have been initiated. Contact support@getkeyspan.com and we will help route the request appropriately.

10) Store Credit Option

Where a refund is available under this policy, you may choose:

• a refund to the original payment method, or
• store credit (Keyspan credit)

Store credit has no cash value, is not transferable unless required by law, and may be subject to expiration if stated at issuance.

11) Refund Timing

If approved, refunds are typically processed within 10–14 days. Your bank or card issuer may take additional time to post the refund.

12) Fraud, Abuse, and Charge Disputes

Keyspan may deny refunds or returns if we reasonably believe a request involves fraud, abuse, or misuse (for example: repeated refund requests, evidence of use, policy circumvention, or suspicious activity).

If you have a concern, please contact support@getkeyspan.com before initiating a chargeback/dispute so we can try to resolve the issue.

13) Marketplace Purchases (Google Shopping / Amazon in the Future)

If you purchase through a marketplace (including Google Shopping and, in the future, Amazon), your purchase may also be subject to that marketplace's return/refund rules and processes. Where marketplace rules conflict with this policy, the marketplace rules may control.

14) Changes to This Policy

We may update this policy from time to time. The "Effective Date" above shows when the current version applies.