Terms and Conditions
Scope of Application
These terms and conditions govern the contracting of services between Xenogene, S.L. and its clients for the provision of:
- Microbiota analysis (gut, oral, vaginal, skin)
- AMC analysis (blood, cardiovascular, respiratory)
- Advanced genetic tests (VERUM, Clinvar)
- Molecular diagnostic services
- Specialised technical reports
- Metagenomic analysis consultancy
Contracting Process
1. Service Request
- The client selects the desired analysis through the website
- Completes the request form with personal and clinical data
- Expressly accepts these terms and conditions
- Confirms the order and proceeds to payment
2. Payment and Confirmation
- Immediate payment via PayPal or payment in 3 instalments (subject to approval)
- Automatic order confirmation by email
- Dispatch of the sample collection kit
- Detailed instructions for use and dispatch
3. Collection and Analysis
- The client collects the sample following the instructions
- Sends the sample to the laboratory using the prepaid kit
- Xenogene processes the sample using Nanopore NGS technology
- Preparation of the personalised technical report
Prices and Payment Methods
Current Prices
- Essential Microbiota: €350
- Microbiota Analysis: €450
- AMC Analysis: €450
- Clinvar: €1,490
- VERUM: €2,500
Payment Methods
- PayPal - Immediate payment
- PayPal - Payment in 3 instalments
- Credit/debit card
Important Information about Prices
- Prices include VAT and are expressed in euros
- They include the collection kit, complete analysis and technical report
- They do not include international shipping (please enquire about rates)
- Xenogene reserves the right to modify prices with 30 days' notice
Delivery Times
Kit Dispatch
24-48 business hours from payment confirmation
Analysis
15 business days from receipt of the sample
Report
Delivered by email in secure PDF format
Client Obligations
Information and Documentation
- Provide truthful and complete information on the forms
- Correctly follow the sample collection instructions
- Send the sample within the indicated time frames and under appropriate conditions
- Report any incident or change of contact details
Sample Conditions
- The sample must be from the client themselves (third-party samples are not accepted without authorisation)
- Strictly follow the storage and dispatch conditions
- The client is responsible for the quality and viability of the sample
- Xenogene reserves the right to reject inadequate samples
Warranties and Limitations
Our Warranties
- State-of-the-art Nanopore NGS technology
- Analyses performed by a certified laboratory
- Absolute confidentiality of data and results
- Compliance with health and data protection regulations
- Free repetition of the analysis in the event of technical error
Technical Limitations
- Results are subject to the limitations inherent to the technique employed
- Reports are intended as guidance and do not replace medical judgement
- Clinical interpretation must be carried out by healthcare professionals
- Specific results or improvements in health status are not guaranteed
Returns and Refunds Policy
Right of Withdrawal
The client has the right to withdraw from the contract within a period of 14 calendar days from contracting the service, provided that:
- They have not yet sent the sample for analysis
- They communicate their wish to withdraw in writing
- They return the unused kit in perfect condition
Full Refund
- Withdrawal in due time and form
- Technical error by the laboratory
- Sample lost through causes beyond the client's control
- Failure to meet deadlines on the part of Xenogene
No Refund Applies
- Sample sent and processed correctly
- Inadequate sample due to failure to follow instructions
- Withdrawal outside the time limit
- Results not satisfactory to the client
Confidentiality and Data Protection
Xenogene is committed to the highest level of confidentiality and data protection:
- AES-256 encryption of all communications
- Strict compliance with the GDPR
- Secure storage of biometric data
- Secure destruction of samples after analysis
- Access restricted to authorised personnel
- Confidentiality agreements with all staff
Modifications and Communications
Modification of Terms
Xenogene reserves the right to modify these terms and conditions. Modifications will be notified at least 30 days in advance and will take effect for new contracts.
Communications
All communications will be made by email to the addresses provided:
- Order confirmations and tracking
- Sample receipt notifications
- Delivery of result reports
- Commercial communications (only with consent)
Dispute Resolution
Applicable Law and Jurisdiction
These terms and conditions are governed by Spanish law. For the resolution of disputes:
Consumers
- Right to resort to consumer arbitration
- Courts of the consumer's domicile
- Alternative dispute resolution methods
Professionals
- Courts of Málaga, Spain
- Mandatory prior mediation
- Applicable commercial law
Contact Information
For any enquiry about these terms and conditions or our services:
Contact Details
- Email: contacto@xenogene.es
- Phone: +34 951 15 23 23
- Address: Calle Tampa, 2 – 29007 Málaga
- Hours: Mon-Fri 9:00 to 18:00h
Customer Service
- Technical enquiries: Monday to Friday
- Order tracking: 24/7 online
- Emergencies: Available by email
- Response time: 24-48 business hours
Last updated: January 2025 | Version 2.0