Client Support FAQ

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FAQ

Genetic DNA Processing 
How do I buy a genetic file if I have never run my DNA before?

How long will it take for me to get my results?

What is the process of providing my DNA information?

I am concerned my DNA file might be missing data?

Genetic File Upload
How do I upload my existing DNA data?

What if I have a DNA file from a service that is not listed on your vendors list?

I have an invalid category in a genetic report that I purchased. What does that mean?

I have a whole genome sequenced file in VCF or FASTQ format. Can you process it?

How to Download Your Raw Genetic Data
How do I download my DNA data file from Ancestry?

How do I download my raw genetic data file from 23andme?

How do I download my raw DNA data file from MyHeritage?

How do I download my raw DNA results file from FamilyTreeDNA (FTDNA)?

Viewing My Genetic Analysis
Where do I go to view my genetic results?

Can I view my genetic results without downloading a PDF?

How can I get a PDF of my genetic results?

I am clicking on "View Report" and nothing happens?

What is the difference between "Typical", "Slightly Increased", "Increased", "Elevated" and "High" on the genetic risk estimates?

Nutrition Recommendations
How do you make the connection between my genes and my nutrition recommendations?

Will I lose weight?

Health Coaching & Genetic Counseling
How does your coaching program work?

Can I reschedule an appointment?

What is your appointment cancellation & refund policy for Introductory Health Coaching and Genetic Counseling appointments?

What is your appointment cancellation & refund policy for health coaching package appointments? 

Physicians
Do I need to see my doctor before I start your program?

Privacy
How is my DNA data protected? Do you store the data files?

How can I delete my Genetic Data?

How can I delete my payment information?

How can I close my account and delete my data?

Billing and Accounting
What is your refund policy?

Will my commercial health insurance or Medicaid/Medicare cover any of your fees?

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