Terms & Conditions

General Provisions

These Terms and Conditions regulate the contractual relationship between XENOGENE, S.L. (hereinafter "Xenogene") and its clients for the provision of metagenomic analysis services.

By placing an order or contracting our services, you accept these Terms and Conditions in their entirety. Please read them carefully before proceeding with any service request.

Scope of Services

Xenogene provides the following services:

Diagnostic Services

• Microbiota analysis (intestinal, oral, vaginal, skin, respiratory)
• AMC clinical analysis for infections
• Genomic sequencing and interpretation
• Pathogen detection and identification
• Antimicrobial resistance profiling

Delivery and Reports

• Comprehensive technical reports
• Clinical interpretation and recommendations
• ISO 15189 accredited laboratory results
• Secure digital delivery of results
• Professional consultation support

Order and Contracting Process

1 Service Request

Orders can be placed through our website, by email, or by phone. You must provide accurate patient information and select the appropriate analysis service.

2 Order Confirmation

Upon receiving your order, we will send a confirmation email with order details, pricing, and sample collection instructions within 24-48 hours.

3 Sample Collection

Samples must be collected according to our specific instructions. We provide collection kits and detailed protocols to ensure sample integrity.

4 Payment

Payment is required before sample processing begins. We accept bank transfers, credit cards, and PayPal. Institutional clients may request invoice-based payment.

5 Analysis and Reporting

Once samples are received and payment confirmed, analysis begins. Reports are delivered within 10-15 business days (normal priority) or 5-7 days (urgent priority).

Pricing and Payment Terms

Pricing

All prices are stated in Euros (€) and include applicable taxes unless otherwise specified. Prices are subject to change without prior notice but will not affect confirmed orders.

Payment Methods

• Credit/Debit Cards (Visa, Mastercard, American Express)
• PayPal (immediate payment or Pay Later options)
• Bank Transfer (for institutional clients)
• Invoice Payment (30-day terms for approved institutions)

Volume Discounts

Institutional clients ordering multiple analyses benefit from volume discounts: 10% (5-9 patients), 15% (10-19 patients), 20% (20+ patients).

Sample Requirements and Handling

Proper sample collection and handling are critical for accurate results. Clients are responsible for:

Following provided sample collection protocols precisely
Ensuring samples are properly labeled with patient information
Maintaining cold chain requirements during transport (when applicable)
Shipping samples within specified timeframes

Important: Xenogene is not responsible for analysis failures or delays caused by improper sample collection, labeling, storage, or transport by the client.

Delivery Times and Report Access

Standard Turnaround Times

Normal Priority: 10-15 business days from sample reception
Urgent Priority: 5-7 business days (+30% surcharge)
Critical Cases: 48-72 hours (subject to availability)

Report Delivery

• Secure electronic delivery via email
• Password-protected PDF reports
• Access to online results portal
• Physical copies available upon request

Turnaround times are estimates and may vary depending on sample quality, analysis complexity, and laboratory workload.

Cancellation and Refund Policy

Cancellation Before Sample Processing

Orders may be canceled before samples are received or processing begins. Full refund minus 10% administrative fee.

Cancellation After Processing Begins

Once sample processing has started, orders cannot be canceled. No refunds will be issued.

Failed Analysis Due to Sample Issues

If analysis cannot be completed due to insufficient sample quality or quantity (client responsibility), no refund is provided. Clients may submit a new sample with a 50% discount on the analysis fee.

Failed Analysis Due to Laboratory Error

If analysis fails due to laboratory error (Xenogene responsibility), we will reprocess the sample at no additional cost or provide a full refund.

Warranties and Limitations of Liability

Service Warranty

Xenogene guarantees that all analyses are performed using validated methodologies in an ISO 15189 accredited laboratory by qualified professionals.

Limitation of Liability

Xenogene's liability is limited to the amount paid for the specific analysis service. We are not liable for:

• Clinical decisions made based on report findings
• Indirect, consequential, or punitive damages
• Results affected by improper sample handling by client
• Delays caused by force majeure events

Medical Disclaimer

Our reports are diagnostic tools intended for use by qualified healthcare professionals. They do not constitute medical advice, diagnosis, or treatment. Clinical interpretation and patient management decisions remain the responsibility of the ordering physician.

Confidentiality and Data Protection

Xenogene is committed to protecting patient confidentiality and complying with GDPR and applicable data protection regulations.

All patient data is encrypted and stored securely
Access to patient information is restricted to authorized personnel
Reports are delivered via secure, encrypted channels
Data retention complies with legal requirements (10 years for medical records)

For detailed information, please review our Privacy Policy.

Modification of Terms

Xenogene reserves the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after changes constitutes acceptance of the modified terms.

We recommend reviewing these Terms and Conditions periodically to stay informed of any updates.

Applicable Law and Dispute Resolution

These Terms and Conditions are governed by Spanish law. Any disputes arising from these terms or the provision of services will be resolved:

1. Amicable Resolution: Parties will attempt to resolve disputes through good faith negotiations
2. Mediation: If negotiation fails, parties may agree to mediation
3. Legal Action: For unresolved disputes, parties submit to the exclusive jurisdiction of the courts of Málaga, Spain

Jurisdiction: Courts of Málaga, Spain

Applicable Law: Spanish legislation

Contact for Terms Inquiries

If you have questions about these Terms and Conditions, please contact us:

Email:

contact@xenogene.es

Phone:

+34 951 15 23 23