Service Delivery Process

Name: Genetica®
Address: Tầng 2, Số 40 Phạm Ngọc Thạch, Phường Võ Thị Sáu, Quận 3, Thành phố Hồ Chí Minh, 700000, VN
Telephone: 1900 599 927

	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 Effective from 15 July 2021, 30 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.