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Where is the refund policy listed?

mbezbabymbezbaby Posts: 32
in Ask California Cryobank
I am trying to find the area of the website or a clear explanation and guidelines for what #'s qualify for a refund and what is required to get a refund for IUI vials that don't produce enough motile sperm. thanks.

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    2moms2monkeys2moms2monkeys Posts: 99
    Under 'Why Use Us?' then under 'Specimen Quality Standards'

    Specimen Quality Standards
    California Cryobank is committed to providing donor semen specimens of the highest quality. The Cryobank evaluates each specimen prior to release to ensure that it meets our high quality standards. A post thaw analysis of sperm count, motility, and grade value is included with every donor specimen shipment. IUI specimens are processed and ready for intrauterine insemination.

    Premium vials Motile Sperm/Vial (after thawing)*
    Intracervical Insemination (ICI)
    Intrauterine Insemination (IUI)
    A minimum of 15 million
    A minimum of 10 million

    A.R.T. Vials Motile Sperm/Vial (after thawing)*
    Intracervical Insemination (ICI)
    Intrauterine Insemination (IUI)
    8 - 14 million
    5 - 9 million


    *Variation in sperm counting can range 15 - 30% based on different laboratories, individual medical personnel and counting methods. It is possible that the values obtained by your lab will be less than our guaranteed minimum. This does not necessarily indicate that the specimen is substandard. The Cryobank makes allowances for analytical variations when determining if the specimen is eligible for credit.
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    2moms2monkeys2moms2monkeys Posts: 99
    So if more than 30% below guarentee you are eligible for credit.
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    mbezbabymbezbaby Posts: 32
    So basically you have to lower the listed numbers from California Cryobank by 30%? If what you received is more than 30% lower you are only then eligible for a refund? Just want to be clear.
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    cryo-admincryo-admin Posts: 4,536
    Hi Mbez –

    Any substandard specimen reports that we receive are handled on a case-by-case basis. The minimum amounts on our guarantee are based on our thawing and counting methods. If a different method is used, there can be a variance of 15%-30%. This does not necessarily mean that the specimen is substandard.

    If your physician or lab encounters an issue with the quality of our specimen or it is less than our published guarantees, they should complete our specimen report form and fax it to us, so that we can review it. It usually takes a couple weeks for our QA department to review it and determine if a credit will be issued.

    You can also contact Melonee Evans, our Client Relations manager at mevans@cryobank.com if you have additional questions.

    Regards,

    Nicole
    CCB
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