1. Purpose and Scope
1.1. These General Terms and Conditions of Purchase (the "Terms of Purchase") govern the distance sale of products and services offered through the website www.dnagenics.com (the "Website") to consumers.
1.2. By placing an order through the Website, you (the "Customer", "you") enter into a contract with DNA Genics, S.L. (the "Company", "DNAGENICS", "we/us") and agree to be bound by these Terms of Purchase. If you do not agree, you should not place orders through the Website.
1.3. These Terms of Purchase apply to online purchases of:
- Digital products and genetic reports (e.g. ancestry, traits, analysis tools and apps);
- Genetic data processing services (e.g. imputation, conversions, phasing, merging, analysis);
- DNA kits and other physical products, when offered;
as described from time to time on the Website (collectively, the "Products").
1.4. These Terms of Purchase are without prejudice to the Terms of Service (governing the use of the Website and user account) and to the Privacy Policy and Cookies Policy, which regulate how we process your personal and genetic data and how cookies are used.
2. Company Details
Legal Information
2.1. The Website is operated by DNA Genics, S.L., a Spanish company with registered office at:
- Paseo de la Castellana 81, planta 15, 28046 Madrid, Spain
- Avd. de la Industria 16, 28760 Tres Cantos (Madrid), Spain
registered with the Commercial Registry of Madrid, Volume 30.354, Sheet 38, Section 3, Page M-546265, entry 1, with Tax ID (CIF) B86552122.
2.2. Contact details:
- Email: info@dnagenics.com / support@dnagenics.com
3. Customer Requirements
3.1. By placing an order, you declare that:
- You are at least 18 years old and have legal capacity to enter into contracts;
- You are acting as a consumer (i.e. for purposes outside your trade, business or profession).
3.2. If you place an order on behalf of another person (for example, ordering a kit or uploading genetic data belonging to someone else), you confirm that you have obtained all necessary permissions and consents according to applicable law and the Terms of Service.
4. Products and Services
4.1. The main characteristics of each Product (content, functionality, technical requirements, price, etc.) are described on the relevant Product page before you place the order.
4.2. DNAGENICS offers different types of Products, including but not limited to:
-
Digital genetic reports and tools, such as:
- Ancestry Report, Traits Reports, Admixture Studio, G25 Studio, DNA Matches Analyzer, etc.
-
Genetic data processing services, such as:
- RAW DNA imputation, WGS/VCF/PLINK/BCF conversion to RAW, phasing, merging, annotation, and similar services.
- DNA kits and physical products, if and when available (sample collection kits and related materials).
Important Notice
4.3. Unless expressly stated otherwise, Products are for informational and recreational purposes only and do not constitute medical, diagnostic, or clinical advice. They must not be used as a basis for medical or health decisions.
5. Ordering Process
5.1. To place an order, you must follow the online purchase process on the Website and click on the button such as "Pay my order" or similar, which confirms that you wish to purchase and pay.
5.2. Before confirming the order, you will see a summary of the Products in your cart, the total price (including taxes and any applicable charges), and the applicable terms. You must verify that all information is correct and, where required, accept these Terms of Purchase, the Terms of Service and the Privacy Policy.
5.3. After placing the order, we will send you an Order Confirmation by email acknowledging receipt of your order. This email confirms that we have received your order but does not necessarily mean that it has been accepted.
5.4. The contract of sale is concluded when we expressly accept your order – generally when we send you:
- a confirmation that your payment has been accepted and/or
- a confirmation that the Product is available and will be delivered or made accessible in your account.
5.5. We reserve the right not to accept orders in justified cases, for example if the Product is unavailable, your payment is not authorised, or there is an obvious error in the price or description. In such cases, we will inform you and refund any amounts paid.
6. Availability and Performance
6.1. Digital Products and services (reports, tools, processing services) are generally provided by enabling access via your user account and/or by email. Delivery times may vary depending on the Product and are indicated on the Website or during checkout.
6.2. DNA kits and physical products (if available) are shipped to the delivery address you provide at checkout. Estimated delivery times and shipping options will be shown before you confirm the order.
6.3. Although we aim to process your sample and/or deliver your digital Product within the indicated timeframes, these are estimates only. We will inform you of any significant delay or impossibility to perform and will offer appropriate solutions (such as replacement, new sample, or refund, as applicable).
6.4. If after repeated attempts or due to technical problems we are unable to process your sample or complete the service, we will inform you and either:
- offer a new attempt (e.g. sending a new kit or requesting a new file), or
- cancel the order and refund the applicable amount in accordance with these Terms of Purchase.
7. Prices, Taxes and Shipping
7.1. Product prices are indicated in euros (EUR) and include Value Added Tax (VAT) where applicable, based on the country indicated during checkout.
7.2. Shipping costs (if any) and any other additional costs will be clearly shown before you confirm the order.
7.3. We may change prices at any time, but such changes will not affect orders already accepted by us.
7.4. Promotional discounts, coupons or sales may be subject to specific conditions and are valid only for the period indicated. We generally do not offer price adjustments on previous orders.
8. Payment
8.1. Payment methods available on the Website may include, among others:
- Credit/debit card (via Stripe, Redsys or similar payment gateways);
- PayPal;
- Other methods indicated at checkout.
8.2. Payment is usually charged at the moment we confirm the order. By providing payment details, you confirm that you are authorised to use the chosen payment method.
Secure Payment Processing
8.3. All payment transactions are encrypted and processed via third-party providers. DNAGENICS does not store full card data and handles payment-related information in accordance with applicable security standards.
9. Legal Right of Withdrawal (EU/EEA Consumers)
EU/EEA Consumers
This section applies where you are a consumer resident in the EU/EEA and DNAGENICS acts as a trader under EU consumer law.
9.1 General 14-day Right of Withdrawal
9.1.1. For most distance contracts, you have the right to withdraw (cancel) the contract within 14 calendar days, without giving any reason and without incurring any penalty, in accordance with applicable law.
9.1.2. The 14-day period is calculated as follows:
- For services (e.g. genetic analysis services not fully performed when you order): from the day the contract is concluded (i.e. when your order is accepted).
- For digital content not supplied on a tangible medium (e.g. online reports, downloads, apps): from the day the contract is concluded.
- For goods (e.g. DNA kits or other physical products): from the day you or a third party indicated by you (other than the carrier) acquires physical possession of the goods, or of the last item if the order covers multiple goods delivered separately.
9.2 How to Exercise the Right of Withdrawal
9.2.1. To exercise your right of withdrawal, you must notify us of your decision to withdraw from the contract before the 14-day period expires. You can do so by:
- Sending an email to support@dnagenics.com;
- Using the contact form on the Website;
9.2.2. To meet the withdrawal deadline, it is sufficient for you to send your communication before the 14-day period has expired.
9.3 Effects of Withdrawal
9.3.1. If you withdraw, we will refund to you all payments received from you for the Product(s) concerned, including the standard delivery costs (if any), without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw.
9.3.2. We will carry out the refund using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.
9.3.3. We may withhold the refund until we have received the returned goods back or you have supplied evidence of having sent them back, whichever is the earliest.
9.4 Return of Goods (DNA Kits and Physical Products)
9.4.1. If your withdrawal concerns goods (e.g. DNA kits), you must return them to us at the address indicated or as otherwise instructed, without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal.
9.4.2. You will bear the direct cost of returning the goods, unless we inform you otherwise.
9.4.3. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods (similar to the handling you would be allowed in a physical shop).
10. Exceptions and Loss of the Right of Withdrawal
Certain Products are subject to legal exceptions where the right of withdrawal does not apply, or may be lost once performance begins, in particular:
10.1 Digital Content Not Supplied on a Tangible Medium
10.1.1. For digital content (e.g. online genetic reports, digital tools, downloads) that is not supplied on a tangible medium and is made available immediately after purchase, your right of withdrawal may be lost once:
- we have started performance (e.g. processing and granting access to the content), and
- you have given your express prior consent to begin performance during the withdrawal period, and
- you have acknowledged that you thereby lose your right of withdrawal.
10.1.2. We will ask for such consent and acknowledgment during the checkout process (e.g. via a checkbox). If you do not provide it, we may delay provision of the digital content until the 14-day withdrawal period has expired.
10.2 Fully Performed Services
10.2.1. For services (e.g. specific genetic analysis or manual processing) that are fully performed within the withdrawal period, the right of withdrawal may be excluded once:
- you have expressly requested that the service begin before the end of the withdrawal period, and
- the service has been fully performed.
10.2.2. If you exercise the right of withdrawal after you have requested early performance but before the service has been fully performed, you may be required to pay an amount proportional to what has been provided up to the time you communicated your withdrawal.
10.3 Sealed Goods Not Suitable for Return for Health or Hygiene Reasons
10.3.1. For DNA kits and similar sanitary or biological collection materials, which are sealed for health or hygiene reasons, the right of withdrawal may not apply once the seal has been broken after delivery.
10.3.2. If you have opened the kit and/or used the collection material, we may refuse the exercise of the right of withdrawal for that Product, except in cases of defect or non-conformity.
10.4 Customised or Clearly Personalised Products
10.4.1. Where a Product is customised or clearly personalised according to your specifications, the right of withdrawal may be excluded in accordance with applicable law.
11. Commercial Refund & Change Policy (Beyond Legal Rights)
Nature of This Policy
11.1. This Section describes DNAGENICS' commercial refund and change policy, which applies in addition to your statutory rights under EU/EEA consumer law (including the 14-day right of withdrawal explained in Sections 9 and 10). If there is any conflict, your legal rights always prevail.
11.2. Refunds for DNA Kits (Unused/Unopened)
11.2.1. If you purchased a DNA collection kit and you wish to cancel after the 14-day legal withdrawal period has expired—or if you are not eligible for withdrawal (e.g., the seal was broken)— DNAGENICS may still offer a commercial refund under the conditions below.
11.2.2. You may request a partial refund for a DNA kit only if all of the following conditions are met:
- The kit is unused and the hygiene seal is fully intact.
- The kit has not been registered in any DNAGENICS account.
- The window for returning the kit (normally 30 days from delivery) has not expired.
- The kit was purchased directly from DNAGENICS (not a reseller).
- You provide proof of purchase.
11.2.3. Where the above conditions are satisfied, DNAGENICS will refund the price of the kit minus a 25 USD cancellation fee (or equivalent in your billing currency) to cover handling, logistics and administrative costs.
11.2.4. The customer is responsible for the return shipping cost, unless otherwise specified at the time of purchase.
11.2.5. DNAGENICS reserves the right to reject refund requests for damaged, opened, or expired kits.
11.3. Refunds for Digital Products, Genetic Reports and Online Tools
11.3.1. Digital reports, processing services, analyses, upgrades, or credit-based tools (e.g., ancestry analysis, imputation, conversions, phasing, merging, annotation, apps, studio tools) are considered digital content not supplied on a tangible medium and are normally non-refundable once delivered, unless required by law.
11.3.2. If you provided explicit consent during checkout to receive immediate access or begin service performance during the withdrawal period, and DNAGENICS already began or completed the service, your right of withdrawal may be lost under Section 10.
11.3.3. Once a digital service has been performed (e.g., the file has been processed, analysis completed, or report generated), the purchase price cannot be refunded.
11.3.4. DNAGENICS may, at its own discretion, provide a refund or re-perform the service if:
- A technical error on our side prevented completion of the service;
- The delivered report is incomplete due to a processing failure not attributed to your file;
- A system malfunction or outage prevented access to your purchased digital content.
11.4. Refunds for Imputation, Phasing, Merging and File-Processing Services
11.4.1. File-processing services (e.g., imputation, phasing, merging, genome conversion, QC, annotation) involve computational work performed immediately after order confirmation. For this reason:
- They may be non-refundable once the service begins, if you have consented to early performance.
- They are fully non-refundable once the service has been completed.
11.4.2. DNAGENICS may voluntarily offer reprocessing (at no additional cost) if:
- The file is corrupt due to no fault of the user;
- The output failed due to a DNAGENICS system error;
- DNAGENICS requests a replacement file for quality reasons.
11.5. Refunds for Account-Related Purchases or Mis-Purchased Tools
11.5.1. DNAGENICS cannot change, edit, merge, or manually adjust account data, profile information, or linked genetic data on behalf of the user. All account changes must be performed directly by the user.
11.5.2. DNAGENICS does not provide refunds for:
- Purchases made under the wrong account, profile or email,
- Purchases applied to the wrong genetic file or wrong person,
- Purchases made by mistake due to user account mismanagement,
- Duplicate purchases caused by re-uploading the same file.
11.5.3. We may exceptionally fix duplicate purchases if the mistake is caused by a system error on our side.
11.6. Refunds for Subscription Plans (If Applicable)
11.6.1. Subscription fees are normally non-refundable once the subscription period begins.
11.6.2. You may cancel auto-renewal at any time; the cancellation will apply to the next billing cycle.
11.6.3. Refunds for accidental renewals may be granted only once per customer, and only if the request is made within 48 hours of the renewal charge.
11.7. Non-Refundable Items (Summary)
Except where required by law or where the right of withdrawal applies, the following are typically non-refundable:
- Digital reports and online genetic analyses once delivered.
- File-processing services (imputation, phasing, conversion, merging, annotation) once begun or completed.
- Subscriptions after the billing period begins.
- DNA kits that are opened, unsealed, used, contaminated, or returned without the original components.
- Purchases applied to the wrong account or wrong file due to user error.
- Promotional offers, discounts, bundled credits, or items marked "non-refundable" on the Product page.
This section does not affect your legal rights under Sections 9 and 10.
11.8. How to Request a Refund
To request a refund (commercial or legal), contact:
Email: support@dnagenics.com
Include:
- Order number
- Email used for purchase
- Product or service to be refunded
- Explanation and supporting details
- Photos of the kit (if applicable)
DNAGENICS will review your request and respond within a reasonable time.
11.9. Processing Refunds
11.9.1. Approved refunds will be issued using the same payment method used for the original purchase, unless technically impossible.
11.9.2. Refund processing times may vary depending on your bank or payment provider, but DNAGENICS will initiate the refund promptly after approval.
11.10. Abuse and Misuse
DNAGENICS may refuse refund requests in cases of:
- Fraud or suspected fraudulent activity;
- Excessive or repeated refund requests beyond normal usage;
- Misuse of digital content (e.g., accessing reports and then requesting refunds repeatedly);
- Attempts to obtain services, analyses or credits without payment.
11.11. Final Note
This commercial refund policy is designed to be fair, transparent and compatible with EU/EEA consumer law. Nothing in this section affects your statutory rights, which always apply.
12. Limitations of Liability
12.1. Nothing in these Terms of Purchase shall exclude or limit liability where such exclusion or limitation is not permitted by law, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
12.2. To the extent permitted by law, and except as expressly stated otherwise in these Terms of Purchase:
- DNAGENICS shall not be liable for indirect or consequential losses (such as loss of profits, loss of opportunity, loss of data not directly related to the service, or reputational damage);
- DNAGENICS' total liability in connection with a specific order shall not exceed the total amount paid by you for that order.
Not Medical Advice
12.3. Products and reports are provided for informational purposes only and are not medical advice. You remain responsible for any decision you take based on the information provided. For health-related decisions you should consult a qualified healthcare professional.
13. Intellectual Property
13.1. All rights to the Website, the software, the reports, the analytical methods, and all associated content (including text, graphics, logos, and tools) are owned by or licensed to DNAGENICS and are protected by intellectual property laws.
13.2. When you purchase a digital Product or report, you obtain a personal, non-exclusive, non-transferable, revocable licence to access and use it for your own personal, non-commercial use, in accordance with the Terms of Service.
13.3. You must not reproduce, distribute, make available, modify, reverse-engineer, or create derivative works based on our Products or Website content, except as permitted by mandatory law or with our prior written consent.
13.4. The Cinematic Narrative Report Design - the unique, scrolling, chapter-structured visual presentation of ancestry and genetic reports, including its narrative flow, sequential story-driven layout, and animated section transitions - is an original creative work of DNA Genics, S.L., protected under copyright law. It represents a significant investment of creative effort by our design and development teams.
13.5. We ask that no person or entity reproduce, imitate, or create works substantially similar to the Cinematic Narrative Report Design without the prior written consent of DNA Genics, S.L. As an original copyrighted work, unauthorised reproduction of the design - covering its overall visual structure, narrative sequencing, and chapter-based layout as a whole - may constitute copyright infringement.
13.6. The name "Cinematic Narrative" as applied to the presentation of ancestry reports, and all associated design documentation and implementation patterns created by DNA Genics, S.L., are the original work of that company. We reserve all rights in this design available to us under applicable copyright law.
Cinematic Narrative Design
The Cinematic Narrative Report Design is an original copyrighted work of DNA Genics, S.L. - a distinctive, chapter-structured, story-driven visual experience for presenting ancestry and genetic results.
We kindly ask other services to respect our creative work and refrain from imitating this design format.
14. Customer Service, Complaints and Disputes
14.1. You can contact our customer service using the details in section 2 for any questions, incidents or complaints regarding your order. We will respond as soon as reasonably possible and within legally required deadlines.
EU Online Dispute Resolution
14.2. If you are an EU consumer and you have a dispute with us, you may also use the EU Online Dispute Resolution (ODR) platform to attempt to resolve the dispute out of court, available at: https://ec.europa.eu/consumers/odr/
15. Force Majeure
15.1. We shall not be liable for any failure or delay in performing any of our obligations under a contract where such failure or delay is due to events beyond our reasonable control (force majeure), such as strikes, natural disasters, pandemics, war, disruption of telecommunications or power supplies, or changes in law or governmental action.
15.2. In such cases, our obligations will be suspended for the duration of the force majeure event, and we will take reasonable steps to minimise its impact and resume performance as soon as reasonably possible.
16. Changes to These Terms of Purchase
16.1. We may update these Terms of Purchase from time to time, for example to reflect changes in applicable law, our Products, or our business.
16.2. The version applicable to your order is the one in force at the time you place the order, unless a change is required to be applied retroactively by law or by a decision of a competent authority.
17. Applicable Law and Jurisdiction
17.1. These Terms of Purchase and any contracts concluded through the Website shall be governed by Spanish law, without prejudice to any mandatory consumer protection rules of your country of residence.
17.2. Any dispute relating to these Terms of Purchase or to a contract between you and DNAGENICS shall be submitted to the competent courts of the place where you reside as a consumer, or, at your choice, to the courts of Madrid (Spain), without prejudice to any rights you may have under applicable consumer law.