How you receive your results — securely, from sample to signed report
Your diagnostic journey does not end at sample collection. Here is exactly how your sample is processed, how your report is generated and verified, and how you receive an encrypted, password-protected PDF by email and WhatsApp.
Four stages, fully documented
From the moment your sample is collected to the moment you open your report, every stage is traceable, quality-controlled and signed off by qualified professionals.
Collection & accessioning
Your sample is collected at a centre or home kit, sealed with a unique barcode and accessioned into our laboratory system the moment it arrives.
Laboratory analysis
DNA extraction and molecular analysis run on calibrated instrumentation alongside internal reference controls.
Medical verification
A certified medical doctor verifies the analytical findings and signs off the report before anything is released.
Encrypted delivery
Your report is generated as an encrypted, password-protected PDF and delivered to your registered email and WhatsApp.
What happens to your sample
At collection, your sample is labelled with a unique barcode identifier — never your name — and sealed in tamper-evident packaging. For legal and chain-of-custody testing, the custody documentation travels with the sample and is countersigned at every transfer.
On arrival at the laboratory, the sample is accessioned: the barcode is scanned into our laboratory information system, sample quality is assessed, and the sample is queued for the relevant assay. Samples that fail quality checks — for example, degraded or insufficient material — are flagged immediately and trigger a no-fault re-collection under our refund & retesting policy.
DNA extraction and analysis are performed under documented standard operating procedures, with internal reference controls included in every run and batch-level quality review before results are accepted.
- LabellingUnique barcode, no names on tubes
- PackagingTamper-evident, sealed at collection
- AccessioningScanned into the laboratory system
- Quality gatesSample check + run controls
The automated report generation pipeline
Once analysis is complete, your result moves through a controlled, largely automated reporting pipeline. Automation removes transcription errors; medical review adds human judgement. We use both.
- Instrument data capture — analytical output is exported directly from validated analysis software, without manual re-typing.
- Automated report assembly — the external reporting system compiles findings, reference ranges and methodology into your report document.
- Exception checks — control performance and internal consistency checks must pass before a report can advance.
- Medical sign-off — a certified medical doctor reviews the assembled report and authorises release.
- Encryption — the final PDF is encrypted and password-protected before it ever leaves the system.
- Delivery dispatch — the encrypted file is sent to your registered email address and WhatsApp, and a release notification follows.
Encrypted, password-protected PDF — by email and WhatsApp
Your report is encrypted before it is sent
Every diagnostic report leaves our pipeline as a password-protected PDF. Even if a message is forwarded or a device is misplaced, the document itself stays locked without the password. We deliver to your registered email address and your registered WhatsApp number, so you always have two secure routes to the same file.
What you will receive
- An encrypted PDF report attached to your registered email address.
- The same encrypted PDF via WhatsApp to your registered number.
- A release notification confirming the report is available and explaining the password formula.
- Access to a certified genetic counselor to walk you through the findings.
What we never do
- Send reports as unprotected attachments or plain-text messages.
- Release results to unregistered contacts without your written authorisation.
- Discuss your results with third parties — including family members — without your consent.
- Post or courier printed reports unless you explicitly request it.
Opening your encrypted PDF
- Download the file to your device from your email or WhatsApp message — opening it inside a chat preview may not prompt for the password correctly.
- Open the PDF with any standard PDF reader (Adobe Acrobat Reader, Apple Books, Google PDF viewer, WPS Office, or your phone's built-in reader).
- Enter the password when prompted. The password follows the formula your counselor confirmed before release — typically drawn from your personal details, with no spaces.
- Type carefully — password fields are case-sensitive. If a keyboard inserts local characters or autocorrect changes input, switch to the plain English keyboard.
- Save an unlocked copy only on a device you control, and store it as carefully as any other medical document.
Password recovery protocol
If the password does not work, or you cannot open the file, do not worry — your report is safe and can be re-issued at any time.
- Contact the care team by phone or WhatsApp with the name and phone number used at registration.
- Identity verification — we confirm a small set of registration details before any report discussion or re-issue.
- Password guidance — a counselor re-explains the exact formula for your report.
- Re-issue if needed — if the file itself is damaged or still unopenable, we generate and re-send a fresh encrypted PDF.
- Escalation — if you suspect someone else has accessed your report, tell us immediately so we can lock and re-issue it.
Result delivery — common questions
Turnaround time depends on the test and is published on every test page before you book — typically from 3 business days for rapid assays to 10–14 business days for specialised panels. Your counselor confirms the expected date when your sample is received, and we notify you immediately when the report is released.
Every report is delivered as an encrypted, password-protected PDF to your registered email address and via WhatsApp. Reports are never sent as unprotected attachments, and we only deliver to the contact details you registered at the time of testing.
Your report password follows a standard formula based on your personal details. Your genetic counselor confirms the exact formula before the report is released, so you know precisely how to open the file the moment it arrives.
Contact our care team by phone or WhatsApp. After a short identity verification, we will walk you through the password formula or re-issue the encrypted report. Password recovery is handled only by authorised staff and never by email request alone.
Yes — with your written authorisation. For legal and chain-of-custody testing, however, reports are released strictly to the tested parties or their legally authorised representatives, in line with the documented custody procedure.
Yes. Certified genetic counselors are available before and after testing to explain what your results mean, discuss implications for your family and guide any next clinical steps — at no extra cost.