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    • Service Delivery Process

    Privacy PolicyTerms of ServiceGeneral Transaction ConditionsService Delivery ProcessPayment MethodsReturn & Complaint Handling Policy
    Content Genetica® Customer Term Cost
    Step 1 Register Services (S) Registration confirmation of Customer
    • Customer registers for service;
    • Customer pays service cost
    		 5 days from the date of registration According to the listing Service Cost
    Step 2 Payment Confirmation Genetica® confirm payment Notice of the completion of Service Registration and Payment to Genetica® 3 days from the payment date
    Step 3 Send Sample-Collecting Kit Send Sample-Collecting Kit to customer's registered address 5 days from the date Genetica® receives the Service Cost in full amount Genetica® will incur the cost of sending the Sample-Collecting Kit to Customer
    Step 4 Sampling Instruct customers to take saliva samples and install Genetica® application via phone / email (if Customer requests)
    • Collect saliva sample;
    • Complete and fill in Service Request Form correctly;
    • Provide necessary information on the Genetica® application;
    		 Immediately after the Customer receives the Sample-Collecting Kit
    Step 5 Delivery Sample Send the Sample back to Genetica® 3 days from the sampling date Customer will incur the cost for sending the Sample to Genetica®
    Step 6 Receive Sample
    • Receive samples;
    • Preliminarily evaluate of samples quality.
    Step 7 Sample Quality Control a. If the sample meets the standard criteria: Begin the gene decoding process.
    b. If the sample does not meet criteria standard: Genetica® will send Sample-Collecting Kit to the customer for the second time sampling. Collect saliva sample Repeat from Step 3
    • Genetica®: incur the cost of sending a Sample-Collecting Set;
    • Customer: incur the cost of sending the Sample to Genetica®.
    c. If the sample still does not meet the standard criteria for the second time => Stop providing service & refund the service fee after deducting the fee of the Sample-Collecting Kits.
    • Temporarily stop using the service;
    • Get back the Service Cost.
    		 7 days from the date of Genetica® confirmation regarding the failed sample. Genetica® will incur the cost of transferring the refund to Customer.
    Step 8 Genes Analysis & Decoding
    • Transfer the sample to the lab
    • DNA extraction
    • DNA sequencing
    • Quality control
    • Report Analysis
    • Report Evaluation
    • 60 Working Days from the date of receiving the qualified Sample from Customer
    • If after 30 days from this date Customer has not received the Report => Customer may request to cancel the contract (if desired)
    		 Genetica® guarantees a refund of the Service Fee if the Report is late not due to Customer's fault and / or any Force Majeure Event.
    Step 9 Sending Report Send the soft copy Report to the Customer account via the Genetica® Application Log in by the phone number registered at Service Request Form to receive the Report. Customer receives Reports via Genetica® Application
    Step 10 Consulting Consult on genetic report (if the customer registers for counseling).
    • Schedule a counseling appointment (if any);
    • Attend the meeting as appointment;
    • The appointment can be changed only 1 time and must be noticed in advance at least 7 working days.
    • Make an appointment: 30 days from the date of receiving the Report.
    • Attend Counseling:
      • Individual: 30 days from the date of the Counseling Appointment and Consultation Payment.
      • Corporation: 15 days from the date of Counseling Appointment and Consultation Payment.
    • Customers Pay for Genetica®;
    • Customers who do not attend the consultation and/or fail to notify the change of the counseling appointment on time will lose the Consultation Cost;
    • Not applicable in case of Force Majeure Events.

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    San Francisco, CA 94107

    Singapore Office

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    Singapore (048581)

    Hà Nội Office

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    1 Thai Ha Street, Dong Da District

    Hồ Chí Minh City

    6F, Song Do Building,
    62A Pham Ngoc Thach Street, Ward 6, Dist. 3

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    Business registration number: 0108276596.