SelfDecode

Hey Ri -- thank you for sharing your experience! It's wonderful to hear how SelfDecode has helped you gain valuable insights into both your physical and mental health, as well as your lifestyle and habits. We completely agree -- knowledge is power, and we're honored to be part of your journey toward taking the best care of yourself. <3 Your kind words inspire us to keep delivering tools that empower our users. Thank you for being part of our community!

Hi! :) Thank you so much for sharing your experience! We're glad to hear how much you've been able to benefit from SelfDecode, from identifying health risks to exploring lab evaluations and tailored recommendations. It's great to know the new AI search tool has been helpful in answering your questions and providing insights. Your feedback means a lot to us, and we're here to continue supporting you on your health journey.

Hi Chris, Thank you for sharing your feedback. I sincerely apologize for any frustration or disappointment you’ve experienced with our service and the auto-renewal process. Our goal is always to be as transparent and helpful as possible. We send a renewal reminder email 30 days before the renewal date to ensure there’s ample time to make changes to your subscription or cancel if needed. When signing up, all customers agree to the terms and conditions, including the auto-renewal policy, which we strive to make clear. That said, I completely understand how this situation has been upsetting for you, and I’d like to assure you that it’s never our intention to mislead or cause any inconvenience. While our policy doesn’t allow for refunds on auto-renewals, we’ve set your subscription to non-renewal so you won’t be charged in the future. We also encourage you to explore the latest updates to our platform to see if there’s more value you might gain from your subscription. If there’s anything else we can do to improve your experience or assist further, please don’t hesitate to reach out to us directly at [email protected]. We truly value your feedback and would love the opportunity to resolve this matter.

Thanks for your review, Dave. We appreciate your business and look forward to assisting you whenever you need us!

Thanks so much for your review, Marie!

Thank you for sharing your feedback, Ruth. We're sorry to hear about your experience. At SelfDecode, transparency is a priority, and I want to reassure you that we have no intent to mislead our customers. According to our records, an account was created under your name, complete with personal details, including payment information. It’s possible this subscription was set up by someone on your behalf, perhaps as a gift, or it may have been forgotten over time, which we completely understand. We also sent a renewal reminder 30 days prior to the charge, as is our usual practice, to give you time to cancel or modify the subscription. Like many subscription-based services, the membership renews automatically unless canceled beforehand. That said, we've already processed the cancellation to prevent any future charges. If there’s any concern about the account being created without your knowledge, we’re more than happy to assist in deleting it and safeguarding your data. Additionally, we recommend contacting your card provider if you suspect any unauthorized charges. Should you have further concerns or questions, please don’t hesitate to contact us at [email protected]. We're here to help and ensure you have a positive experience moving forward.

Thanks for your reply, Magnus! :)

Thank you so much for your kind words! It's great that you’re enjoying the insights from SelfDecode and working with Dr. Greg. Thank you for recognizing our approach to integrating genetic and blood test data - we love to hear that it's making a difference for you. If you ever need further support, we’re always here to help!

Thank you so much for your amazing review! Hearing that our service has made such a positive difference in your health really makes our day. It's incredible how understanding food sensitivities can have such a big impact. We're truly honoured to be a part of your journey—your kind words mean the world to us! Thanks again for your review :)

Thank you so much for your 5-star review! We're sorry to hear about your challenges but are glad you're taking proactive steps with your health. Feel free to email us for the inside scoop on special promotions—we’d love to help you out during this time!

Hey Ryan! Thank you so much for being a valued SelfDecode user for almost two years! It's great to hear that you've found the continued updates and improvements helpful, and that the app has provided useful insights into your long-standing symptoms. It's great to know that some of the recommendations have positively impacted your health. We always strive to enhance the user experience, and your feedback motivates us to keep evolving. If you ever have suggestions or need further assistance, we're here to help. Thanks again for your support!

Thank you, Michael, for sharing your experience! It's fantastic to know that as a personal trainer, DNA coach, and longevity expert, you're finding our platform valuable for a more targeted approach to health and longevity for your clients. We’re excited to support you in helping others achieve their goals with a customized, data-driven strategy!

Thank you for taking the time to share your detailed feedback. We’re truly sorry to hear that your experience with SelfDecode didn’t meet your expectations. Our goal is to provide accurate, personalized health insights, and we regret that the recommendations didn’t align with your needs. The combination of DNA, lab results, and lifestyle factors is intended to offer a comprehensive view of health, but we understand how frustrating it can be if the advice feels misleading. We take concerns about potentially harmful recommendations very seriously and encourage anyone to cross-reference our suggestions with their healthcare provider, especially if lab results indicate issues like elevated nutrient levels. This feedback is valuable for us as we continually strive to improve our platform. Regarding the navigation and user experience of the app, we understand that it can be complex, and we’re working on making improvements to streamline the process. We apologize for any inconvenience this may have caused and appreciate your patience in reaching out to customer service. As for your subscription issue, we’re sorry to hear you were dissatisfied with our policy. We do our best to ensure fairness and transparency in these matters, and we appreciate your understanding. Please feel free to reach out again if there’s anything further we can assist you with. Your feedback helps us improve, and we value the opportunity to make things right.

Thank you so much for your positive feedback, Victoria! It's great to hear that you find the platform easy to navigate, especially when looking up specific SNPs and exploring the health documents. We're glad you're enjoying the Biohackers Blog and how it's tailored to your genetic profile. We appreciate your support and look forward to continuing to provide you with valuable insights! :)

Thanks for your review, Karen! If you ever need any help with navigating your account, please don't hesitate to reach out to us at [email protected]. We are available 7 days a week, and always happy to help.

Thank you for your positive feedback, Missy! It's great to hear you find our app user-friendly and informative. We do everything we can to keep our additional features affordable and appreciate your recognition of this effort. We're also glad you found the free data upload from other services valuable. Your support encourages us to continue improving our services! Thanks again for your awesome review. :)

Hi Luc. Thank you for sharing your feedback. We're sorry to hear about your disappointment and would like to address some of your concerns. First, it's important to clarify that our Lifetime Access membership does not guarantee unlimited access to all features we release forever; it means you won't have recurring annual payments. Lifetime members still have access to all core features and reports, including 650+ DNA reports, the lab analyzer, recommendations feature, meal and action plan builder, lifestyle assessments, questionnaires, and more. This is what we always promised to our Lifetime subscribers. Our price increases are not due to financial problems. In fact, we are continuously improving our service and adding innovative features, which require significant time and resources. Since you signed up in 2021, our service has evolved considerably. As costs rise globally, it's normal for companies to adjust their pricing. We never guaranteed that our service would remain at one cost or be all-inclusive indefinitely, as this is unrealistic. We understand your frustration with the ancestry reports, and ask you to bear with us. This feature is still relatively new, and we are actively working on improvements. However, our primary focus is not on ancestry - it is on providing health-based actionable recommendations by analyzing your DNA, labs, and lifestyle. The ancestry feature was added as an additional, fun benefit for our users. Regarding our privacy policy, we take your data security very seriously. We do not share your genetic information with third parties. Your DNA file is always downloadable from your account, and we do not withhold your data in any way. The statements you mentioned, such as "you'll get the data over our cold, dead bodies" or "yeah we might share your genetic information," are not reflective of our policies. I've reviewed our email history, and our Customer Support team has always aimed to be kind and supportive, addressing your questions and concerns promptly. It's disheartening to see this review, especially since you seem to use our service regularly. We hope you understand our reasoning for the changes and improvements we’ve made. If you are still unsatisfied with the service, we respect your decision to discontinue its use. However, we are always here to assist you and improve your experience in any way we can. Thank you again for your feedback.

Hi Leslie, We are truly sorry to hear about your experience and understand your frustration. Your feedback is valuable to us, and we want to ensure that every customer feels heard and supported. Our primary mode of support is email, as it allows us to provide detailed and accurate responses, complete with helpful resources like links, screenshots, and step-by-step instructions. This method ensures efficient issue tracking and quick resolution while creating a written record for consistent follow-up. Email support is also accessible globally, allowing you to reach us anytime and receive prompt assistance. I reviewed our records, and see our Customer Support team acted quickly upon receiving your voicemail. Unfortunately, the DNA kit order had already shipped the day prior and thus could not be cancelled. Since our shipments are processed very quickly, often on the same day, our policy regarding refunds on DNA kits is firm. We cannot accept unused kits because of strict lab regulations, which do not allow us to restock or reuse returned kits. This helps to ensure the integrity and safety of our testing process. I can see here that we promptly refunded you for the duplicate order and shipping costs upon your contact and also refunded your subscription fee as requested. However, the cost of the DNA kit that had shipped was non-refundable. Again, I am truly sorry for any inconvenience this may have caused. We strive to provide the best service possible and we do regret any misunderstanding. We remain dedicated to assisting you, and would love to find a solution that works for you if you reach out to us at [email protected] We value your business and are committed to making things right. Thank you for your understanding, and please let us know if there is anything else we can do to improve your experience.

Hi Tim! Thank you for your review. It truly makes our day to hear that you appreciate the comprehensive data and the ability to integrate genetics, blood labs, and lifestyle information to make personalized health recommendations. Our goal is to help reduce health risks and improve health span, and we're glad to see that it's making a positive impact for you. Thanks again for your review.

Hey Rebecca - thank you so much for sharing your story. We're deeply moved by your journey and honored that SelfDecode has been a valuable resource in your health management and recurrence prevention after breast cancer. It's gratifying to know that our health recommendations provided you with a starting point during such a challenging time. Your feedback reinforces our commitment to helping individuals find clarity and actionable insights for their health. If you ever need further support or have any questions, you know where to find us! We wish you continued health and strength.