Refund policy

When you can get a refund.

You can get a full refund of your €15 placement when both of these are true: you ask within 14 days of payment, and your sample hasn't yet been placed on the tree. Up to that point, and inside the 14 days, you can still change your mind for any reason.

When placement affects your right of withdrawal

The €15 pays for placing your sample on the YFull.ai tree. When you ask us to place your sample, you ask us to carry out and deliver that work straight away. Completing that work does not by itself end your statutory right of withdrawal. Your right ends only once the work is complete and only if, before it begins, you expressly asked us to start immediately and acknowledged that completion would end that right. If those conditions have not been met, your statutory right of withdrawal remains. See “Your statutory right of withdrawal” below for details.

Your statutory right of withdrawal.

Separately from the policy above, EU and Spanish consumer law give you a 14-day right of withdrawal — the derecho de desistimiento — on a distance purchase, counted from the day you buy. You don't have to give a reason (Article 9 of Directive 2011/83/EU; Articles 102 and following of the Spanish consumer law, Real Decreto Legislativo 1/2007). This statutory right sits alongside our policy and is never reduced by it.

The same law sets one limit: because placing your sample on the tree is a service we carry out and deliver right away, your right of withdrawal ends once that work is complete — but only if you asked us to begin it right away and agreed, at checkout, that doing so would end your withdrawal right (Article 16(a) of the Directive; Article 103(a) of the Spanish law). Until that work is complete, your 14-day right stands.

Your yearly subscription.

The optional €10/year subscription is not refundable merely because you cancel it after the fourteen-day withdrawal window has passed. With ordinary cancellation, you keep access until the end of the year you've paid for, and the subscription does not renew. This does not limit your statutory rights if the service or a promised report is not supplied or does not conform to the agreed service. It also does not limit a more generous refund offer shown for your order. If at least one report selected when you bought a new subscription is confirmed undeliverable, and your order offers cancellation and a full refund of that purchase, you may choose that remedy even if another selected report can be delivered. That cancellation ends future access under the new subscription; it does not cancel unrelated existing reports or subscriptions. Within the first fourteen days of a subscription payment, your statutory right of withdrawal still applies: if you withdraw in that window, we refund what you paid less an amount proportionate to the part of the subscription already provided before you told us you were withdrawing, calculated against the total agreed price, but only if you expressly asked us to begin providing it during the withdrawal period and we gave you the legally required information about withdrawal and that proportionate charge before you contracted (Articles 108(4) and 108(5)(a) of the Spanish consumer law). If either condition is missing, we do not deduct a charge for providing the service during that period. Generating a report or checking a genetic-consent box does not by itself end that withdrawal right. Contact us about non-delivery, conformity or your applicable remedies.

How we pay you back, and how long it takes.

Once your refund is approved, we issue it to your original payment method, without undue delay — and, for a refund under your statutory right of withdrawal, within 14 days at the latest of being told you want to withdraw (Article 13 of Directive 2011/83/EU; Articles 76 and 107 of Real Decreto Legislativo 1/2007). After we've issued it, your bank usually takes a further 5–10 business days to show the money in your account; that last step is in your bank's hands, not ours.

How to ask for a refund.

To ask for a refund, write to us at dpo@yfull.ai. In that email, you can clearly say that you wish to withdraw from the contract; you do not need to use a form. We'll confirm your request and let you know the outcome.

Your rights, and questions.

This policy doesn't affect your statutory rights as a consumer. If you're unhappy with how a refund was handled, you can also turn to the Spanish consumer-arbitration system (Sistema Arbitral de Consumo) or your regional consumer authority. For any question about this policy, write to us at dpo@yfull.ai.