This page describes payment, refund, and cancellation policies for the Reservoir biobanking services (the “Biobanking Services”). The Biobanking Services are operated by Cell Harbor, Inc. (“Reservoir,” “Cell Harbor,” “we,” “us,” or “our”) together with our service providers.
This page (this “Payment Policy”) is a summary of our payment terms only. The provision and receipt of the Biobanking Services are governed by the biobanking service agreement, consent form, and any other documents provided by Reservoir to you for the applicable Biobanking Services (collectively, the “Service Documents”). Where this Payment Policy and the Service Documents differ, the Service Documents control for the Biobanking Services they cover. For clarity, the Service Documents will not reduce the refund and cancellation rights expressly set forth in this Payment Policy.
Your use of our website, https://withreservoir.com/ including to request appointments and submit payment, is governed by our Terms of Use (https://withreservoir.com/terms) and Privacy Policy (https://withreservoir.com/privacy). Please also review the Terms of Use and Privacy Policy prior to making any appointment requests, booking any appointments, making any payment, or otherwise using the website. If either the Terms of Use or Privacy Policy conflict with this Payment Policy, this Payment Policy controls with respect to payment, refund, or cancellation terms, and the Terms of Use or Privacy Policy, as applicable, control in all other respects. Capitalized terms used but not defined in this Payment Policy have the meanings assigned to them in the Terms of Use.
1. Appointment Requests
- If we accept you from our waitlist, we will send you a personal link that you can use to request an appointment time.
- On that page, you will choose your preferred times, in order of preference, and the preferred address for the appointment.
- Payment must be made online in order to submit your appointment request.
- We will check service provider availability and will try to match you with one of your preferred times.
- If we are able to provide you with an appointment, we will notify you by email and provide the Service Documents, including the consent form, to sign before the appointment.
- We will send you a reminder prior to the applicable appointment.
Your preferred times are a request, not an appointment. Appointments are not confirmed until we send you express confirmation that we are able to grant your appointment request. If none of your requested times work, we will contact you to try to find another time.
2. Additional Requirements
You must be at least 18 years old to request an appointment and receive Biobanking Services. Appointments are available only in the areas we serve; your personal booking page should tell you whether your address is covered, or you can contact us using the details in the Contact Us section below for more information. You must sign all required Service Documents prior to receiving the applicable Biobanking Services.
3. Pricing and Payment
The price shown before you pay for any Biobanking Services is the price for those Biobanking Services (the “Service Fee”). Unless otherwise indicated by Reservoir prior to payment, the Service Fee for your initial blood draw appointment includes the blood draw, shipping, processing, and storage of your samples for the first year after your draw date. Any applicable taxes (“Taxes”) are shown before you pay and are charged in addition to the Service Fee. Please see Section 4 (Subscription Service) for more information about fees for sample storage.
Reservoir may offer special pricing or discounts from time to time in its sole discretion. Eligibility for such special pricing or discounts is determined solely at Reservoir’s discretion, and we reserve the right to modify, suspend, or terminate such discounts at any time and without prior notice.
You authorize Reservoir or its third-party payment processors to charge your designated payment method for the applicable Service Fee and Taxes. By providing an acceptable payment method, you represent and warrant that you are authorized to use the designated payment method to pay for the Service Fee and Taxes.
- Payment methods. Currently, we accept payment for the Biobanking Services via card (Visa, Mastercard, American Express, or Discover) or with the other payment options shown on the applicable payment page, which may include digital wallets, payment from a US bank account, and pay-over-time financing. The options available to you may depend on the amount of your purchase and other factors, and may change. Pay-over-time financing is provided by a third-party lender, not Reservoir, under the lender’s own terms, including any interest or fees the lender charges.
- When you are charged. Payments for appointments are made in advance and are subject to the refund and cancellation terms of this Payment Policy. You will pay the full Service Fee and Taxes when you send your request for an appointment.
- Bank payments. A payment from a bank account may take additional time to clear (which tends to be up to four business days but can depend on factors such as your bank’s own processing times). We will work to find you an appointment time while waiting for your payment to clear, but will not confirm the appointment until after the payment has cleared. If your payment does not clear, we will notify you but will not confirm the appointment.
- Payment security. Payments are processed by one of our third-party payment processors. If your payment is processed via Stripe, Inc. (“Stripe”), your card and bank details are entered directly into Stripe’s systems, and Reservoir does not receive or store your full card number or bank account number. Please see the Terms of Use for additional terms related to payments processed by Stripe.
- Receipts. You will receive an emailed receipt after each Service Fee payment.
4. Subscription Service
The Biobanking Services may include certain subscription-based plans with automatically recurring payments for periodic charges (“Subscription Service”), such as for storing your sample(s) after the first year. The “Subscription Billing Date” is the date when you purchase your first subscription to the Biobanking Services, which in the case of storage will be the first anniversary of the applicable blood draw date unless otherwise indicated by us. The Subscription Service will begin on the Subscription Billing Date and continue for the identified subscription period (such period, the “Initial Subscription Period”), and will automatically renew for successive periods of the same duration as the Initial Subscription Period unless you cancel the Subscription Service or we terminate it. If you activate a Subscription Service, then you authorize our Payment Processor (as defined in the Terms of Use) to periodically charge, on a going-forward basis and until cancellation of the Subscription Service, all accrued sums on or before the payment due date. For information on the “Subscription Fee”, please see our pricing information on our homepage. You will be charged automatically on the renewal date of your Subscription Service, starting on the first anniversary of Subscription Billing Date for all applicable fees and taxes for the next Subscription Period. We will provide you notice of the upcoming Subscription Period at least 30 calendar days before the applicable renewal date of the upcoming Subscription Period. You must cancel your Subscription Service before it renews in order to avoid billing of the next periodic Subscription Fee to your account. Our Payment Processor will bill the periodic Subscription Fee to the payment method associated with your account or that you otherwise provide to us. You may cancel the Subscription Service according to the terms of the Service Documents. Your cancellation must be received before the renewal date in order to avoid charge for the next subscription period.
5. Refund Policy
- If you cancel before your appointment. You may cancel your appointment request or confirmed appointment at any time before the appointment by contacting us using the details in the Contact Us section below. If you cancel at least 48 hours before your confirmed appointment time, or at any time prior to us confirming an appointment time for you, we will refund you in full. If you cancel less than 48 hours before a confirmed appointment time, we will refund the full price paid, except that we reserve the right to deduct a $300 late cancellation fee, which covers the service provider time, supplies, shipping, staff coordination, and lost appointment slot we have already committed to your appointment.
- How refunds are paid. Refunds will be processed to the original form of payment. Processing times may vary depending on each banking institution. If you paid with pay-over-time financing, we will send the refund to the financing provider, which will apply it under its terms.
6. Cancellation and Changes
- Changing your preferred times. Before we confirm a time, you may contact us to change your preferred times or the address for the appointment, at no charge.
- Rescheduling a confirmed appointment. Once we have confirmed an appointment time for you, you may reschedule once at no charge if you tell us at least 48 hours before the confirmed time. Any additional changes, or any changes made less than 48 hours before the confirmed time, will be reviewed on a case-by-case basis by us. If we are unable to accommodate the change, in our sole discretion, we reserve the right to charge the late cancellation fee will apply, and you authorize us to charge it to your designated payment method.
- Missed appointment. If you are not available at the confirmed time and address, including if you are more than 15 minutes late for the confirmed appointment time, we will treat the unavailability as a late cancellation.
- If we need to change a time. If we have to move a confirmed appointment, or if the service provider does not arrive or arrives more than 15 minutes late, we will contact you to agree on a new time. If none works for you, we will refund you in full.
7. Questions About a Charge
If something about a charge looks wrong, please contact us first so that we can make it right quickly. For the avoidance of doubt, nothing in this Payment Policy limits any rights or remedies you have with your card issuer or bank or under applicable law, but if you have already filed a dispute anywhere else, please let us know.
8. Changes to This Payment Policy
We may update this Payment Policy from time to time and will post the new effective date at the top. Changes will automatically apply to bookings made after the updated Payment Policy is posted. If any changes will apply to bookings you have already made and paid for, we will notify you, and you may cancel your appointment by contacting us using the details in the Contact Us section below and receive a full refund if you do not agree with such changes.
9. Contact Us
- Email: support@withreservoir.com
- Mail: Cell Harbor, Inc., 1 Broadway, 14th floor, Cambridge, MA 02142-1187
- Privacy questions: privacy@withreservoir.com
We aim to answer within 1 business day.