Client Rights

CLIENT RIGHTS 

Right to Transparent Information

From your first visit to our website to the delivery of your results, you always know exactly what you are ordering and what to expect.

• All prices are final and include VAT.
• Each service is clearly described, including its scope.

Right to Dignity and Security

We work with your genetic information and fully respect its sensitive nature.

• Your sample is analyzed exclusively in an accredited laboratory. 
• The biological material is destroyed immediately after analysis.
• Results are never used for diagnostics or medical decision-making without your explicit consent.

Right to Personal Data Protection

We protect your personal and genetic data according to the strictest GDPR standards.

• Results are accessible only to you via a secure online portal.
• We never share your data with third parties.

Right to Quality Service and Results

Your satisfaction is important to us.

• If you receive a damaged sampling kit, you are entitled to a free replacement.
• If the lab is unable to process your sample due to a defect that is not your fault, we will offer you a new kit and sample opportunity.

Right to Cancel Within 14 Days

You may cancel your order within 14 days of receiving the unused Sample Collection Kit.

• The Sample Collection Kit must be returned in its original, unopened packaging (for hygienic reasons).
• Just notify us by email and send the Sample Collection Kit back.

Right to File a Complaint

If you receive a faulty product, you may file a complaint within 14 days of receipt.

• We process complaints promptly, typically within 30 days.
• Depending on the issue, we offer a replacement, repair, discount, or full refund.

Right to Fair Communication

We are here for you.

• Ask, write, or call. We always aim to respond clearly, promptly, and respectfully.

 

This overview does not replace our Terms and Conditions, but complements them in plain language. We believe that as our client, you deserve to always know your rights — without legal jargon.