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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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    US Head Office

    1011 23rd St.
    Unit 15
    San Francisco, CA 94107

    Singapore Office

    16 Raffles Quay
    #33-03 Hong Leong Building
    Singapore (048581)

    Hà Nội Office

    R610, 6th Floor, Eurowindow Multicomplex Building,
    27 Tran Duy Hung Street, Cau Giay 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.