Retention of Credits: Your account credit remains intact even if your subscription is paused or canceled. The credit is stored in the system and will not be lost.- Origins of Credits: Account credits may originate from canceled protocols, previously billed amounts, or other adjustments to your account, ensuring they are available for future use.

Automatic Application: Credits are typically applied automatically during checkout or billing, ensuring a seamless experience for users.

Switching Plans: If you decide to switch plans before the current term ends, the charge for the new plan will be deducted from your existing account credit. Alternatively, you can wait until your current renewal period ends before switching.

Resuming Subscriptions: When you unpause your subscription, any previously issued credit will be applied to your account. If you pause again, the credit remains applied from the time you resumed.- Splitting Credits: If you wish to use your credits for multiple protocols, the credits can be divided and applied accordingly. Even if it appears you will be charged at checkout, proceed with the process, and the credits will cover the fees.

Unexpected Charges During Pauses: If you were charged while your membership was paused or did not receive your service for a billed month, you can request compensation. The resolution may involve applying a credit or discount to cover an upcoming subscription charge instead of issuing a direct refund. Contact support to confirm the issue and request compensation. If eligible, a discount coupon can be applied to fully offset your next month’s subscription charge.- Using Credits for Lab Kits: To use credits for ordering a replacement lab kit, log in to your client portal, navigate to the lab kit purchase page, select the desired lab kit, and proceed with the purchase. The credit on your account will automatically cover the cost during checkout.- Detailed Credit Application: For specific cases like canceled protocols or previously billed amounts, credits may be applied as a discount coupon to your next subscription charge. If you do not renew the protocol where the credit is applied, you may be eligible for a refund instead.