GENERAL TERMS AND CONDITIONS OF CONTRACT

Pre-contractual information

This website www.myadnlab.com is owned by NEODIAGNOSTICA SLU with tax identification number CIF B25541392 and registered address at Parc Agrobiotech de Lleida, Building H3, Floor 2-A, Office 1, 25003 Lleida (Spain), operating commercially under the trade name NEODIAGNOSTICA SLU.

These General Terms and Conditions of Contract govern the distance‑selling relationship between NEODIAGNOSTICA SLU and the user or client, in accordance with the applicable legal provisions, in particular Spanish Law 7/1998 of 13 April on General Contracting Conditions, Law 3/2014 of 27 March amending the consolidated text of the General Law for the Defence of Consumers and Users, the regulations in force on the Protection of Personal Data, Law 7/1996 of 15 January on the Regulation of Retail Trade, and Law 34/2002 of 11 July on Information Society Services and Electronic Commerce.

NEODIAGNOSTICA SLU reserves the right to make any modifications it deems appropriate, without prior notice, to these General Terms and Conditions. Such modifications may be made, through its websites, by any means admissible in law and shall be binding for as long as they remain published on the website and until they are validly replaced by subsequent ones. Notwithstanding the foregoing, NEODIAGNOSTICA SLU reserves the right, where it considers it appropriate, to apply Specific Contracting Conditions that take precedence over these General Conditions, announcing them in due time and form.

The purpose of the website is: DNA and toxicology analysis.

The duration of the contract shall be linked to the delivery of the product, without prejudice to the right of withdrawal and the completion of the contracted service.

As a user or client, you expressly declare that you are aware of, understand and accept the terms of use and these general terms and conditions of contract. Likewise, you declare that you are of legal age and have the legal capacity and competence required to access the websites of NEODIAGNOSTICA SLU and to contract through them.

To acquire our products and services, you may go to the corresponding section of our online store.

It is an essential requirement to register as a user of the website in order to make an online purchase. You may access the registration section directly on the website itself. In accordance with the regulations in force on the Protection of Personal Data, NEODIAGNOSTICA SLU informs users that the personal data collected during the registration process and subsequent purchase will be entered into a file under its responsibility for the purpose of processing such actions on the part of the user and managing subsequent actions deriving therefrom.

Likewise, NEODIAGNOSTICA SLU informs you of the possibility of exercising your rights of access, rectification, restriction of processing, erasure, portability and objection by writing to Parc Agrobiotech de Lleida, Ed. H3, Pl. 2-A, Of. 1, 25003 Lleida (Spain) or by email to info@myadnlab.com.

We inform you that we will process your data on the basis of your consent and the contractual relationship that we maintain with you.

During the purchase process you must identify yourself with the username and password provided. This information will not be public. You are responsible for treating the identity and password obtained upon registration as a client confidentially and responsibly, and you may not transfer them to any other party. You may modify the information recorded at any time in your client area. In this same section you will have access to a history of your contracted services; this is a consultation section only, but management is permitted and the user may delete those records that they consider do not need to be displayed.

Once the purchase process has been completed, the client will receive confirmation thereof by email. It is essential that the user provides a valid email address during the purchase process. If, within 24 hours from completion of the service, you do not receive the confirmation, please contact NEODIAGNOSTICA SLU on the customer service telephone +34973834070 or by email at info@myadnlab.com.

All website content is in Spanish, French and English.

Prior to the provision of the service, the client will receive an email confirming the requested service.

Once the service has been provided, or upon receipt of the product at the delivery address supplied, you will receive an invoice or a copy of the order.

Characteristics, offers and validity of the services

The essential characteristics of the services offered in our online store are detailed therein.

Where a service is on offer, the offer price and its validity will always be indicated alongside its essential characteristics.

In compliance with the regulations in force, NEODIAGNOSTICA SLU provides information about all its services, their characteristics and prices. However, NEODIAGNOSTICA SLU reserves the right to withdraw, replace or change the services offered through its website by simply changing the content thereof. In this way, the services offered at any given time on the website shall be governed by the General Terms and Conditions of Contract in force in each case. Likewise, the company shall have the power to discontinue access to the aforementioned services at any time and without prior notice.

Service Validity Period and Performance of the Analysis

The client has a maximum period of one (1) year from the date of purchase of the kit and/or the analysis service through the MyADNLab website to send the biological samples to the laboratory and request the effective performance of the contracted analysis.

Once this one (1) year period has elapsed without the client having sent the samples or initiated the analytical process, the service shall be deemed expired, and no right to a refund, financial compensation, or repetition of the analysis shall arise.

In the event that the client sends the samples after the expiration of this period, NEODIAGNOSTICA SLU shall not be obliged to carry out the contracted analysis and, should it nevertheless agree to do so, the client shall be required to pay again the full price of the analysis applicable at that time, regardless of the amount initially paid.

NEODIAGNOSTICA SLU shall not be liable for the inability to perform the analysis once the aforementioned period has been exceeded, nor for the loss of validity of the service due to causes attributable to the client, including failure to send the samples within the established time frame.

Shipping, handling and quality of samples

For the proper provision of analysis services, the client must strictly follow the instructions provided by NEODIAGNOSTICA SLU regarding the collection, handling, preservation and shipment of biological samples. The client shall be responsible for ensuring that the samples sent match the indicated specifications and are representative, sufficient and suitable for the requested analysis.

NEODIAGNOSTICA SLU shall not be liable for inconclusive or incorrect results arising from samples that are contaminated, deteriorated, insufficient or improperly handled by the client or by third parties. In the event that the samples received do not meet the minimum quality standards, NEODIAGNOSTICA SLU may request the submission of new samples, without this implying any liability on its part or giving rise to an automatic right to a refund.

Preservation and destruction of biological samples

Unless the client expressly requests otherwise in writing at the time of contracting, NEODIAGNOSTICA SLU will preserve biological samples only for a maximum period of one (1) year from the issuance of the results report in the case of informational tests. In cases with legal validity, samples will be preserved for a period of five (5) years.

Upon the expiry of such period, samples may be destroyed in accordance with the regulations in force on biosafety and data protection. In the event of a request for extended preservation, this may entail additional costs, which will be communicated to the client in advance.

Service guarantees

All services offered on the website enjoy the guarantee corresponding to the type of service and to the time and manner of performance requested.

NEODIAGNOSTICA SLU provides a customer service department via the telephone +34973834070 or by email at info@myadnlab.com where you may submit the relevant complaint in the event of disagreement.

NEODIAGNOSTICA SLU provides an after‑sales service. While the guarantee remains in force, the client may enforce it by contacting the NEODIAGNOSTICA SLU establishment, the after‑sales service, by email to info@myadnlab.com or the points established by the provider itself. In case of doubt, you may contact the customer service telephone +34973834070 or by email at info@myadnlab.com.

Prices

All services indicate the sale price in euros (€) and include Value Added Tax (VAT).

Should any other tax be applicable, this will be indicated (IGIC or IPSI).

Costs and provision of services

NEODIAGNOSTICA SLU provides services worldwide. Once payment has been made and we have the samples at the laboratory, the delivery time is 3 to 5 working days. In any case, the invoice will set out the costs relating to the contracted service.

All orders received after 14:00 will be processed on the next working day. This may affect the delivery times indicated, especially for orders placed on Fridays or the eve of public holidays.

Delivery and transport costs

NEODIAGNOSTICA SLU ships worldwide. Transport costs are borne by the company for standard service within Spain. If urgent courier services are required (either 24h or 48–72h), transport costs shall be borne by the client. Customs duties, if any, shall be borne by the addressee.

Orders are shipped via CORREOS. The delivery time is 7 days for domestic shipments. The client may contact customer service on +34973834070 or by email at info@myadnlab.com to check the status of the order.

Available shipping options:

Standard postal delivery (free of charge): the estimated delivery time is 7 to 10 working days for deliveries within the national territory.

Notwithstanding the foregoing, NEODIAGNOSTICA SLU shall in no case be liable for delays or incidents in the delivery of the order caused by circumstances beyond its control, such as strikes, walkouts, holiday periods, transport disruptions, weather conditions, administrative decisions or any other force‑majeure circumstance affecting the logistics operator.

In such cases, the client expressly accepts that delivery times may be extended without giving rise to termination of the contract or claims for damages, provided that NEODIAGNOSTICA SLU has dispatched the shipment within the scheduled time.

Urgent deliveries of 48–72 hours or 24 hours: these timeframes are calculated in working hours, not calendar days. Weekends and public holidays are not considered working days, so orders placed on these days will begin to be processed on the next business day.

Once the order has been handed over to the logistics operator for transport, responsibility for it shall rest with said operator, without prejudice to the consumer’s rights vis‑à‑vis the carrier in the event of loss, damage or unjustified delay. In such cases, the client expressly accepts that delivery times may be extended without giving rise to termination of the contract or claims for damages, provided that NEODIAGNOSTICA SLU has dispatched the shipment within the agreed timeframe.

Loss or non‑receipt of the kit

If the client does not receive the sampling kit or the corresponding order within a maximum period of 15 working days from the estimated delivery date, they must notify NEODIAGNOSTICA SLU immediately by email at info@myadnlab.com.

Upon receipt of the notification, NEODIAGNOSTICA SLU will initiate the appropriate procedures with the logistics operator to locate the shipment. If the loss or definitive misplacement of the parcel due to causes attributable to the logistics operator is confirmed, NEODIAGNOSTICA SLU will, at no additional cost to the client, arrange a new shipment of the kit or, if this is not possible, offer the option of a full refund of the amount paid.

If the client does not report the lack of receipt within a maximum period of 15 calendar days from the scheduled delivery date, it shall be understood that the order has been duly delivered, and no subsequent claim for loss or misplacement may be made.

Payment methods

VISA or MASTERCARD credit card
PayPal

Performance of the service

The client may pay for the service by choosing any of the following methods. During the purchase process you must indicate your choice:

VISA or MASTERCARD credit card

All operations involving the transmission of personal or banking data are carried out using a secure environment, a server based on the standard SSL (Secure Sockets Layer) security technology. All information you transmit to us travels encrypted across the network.

Likewise, your credit card data are entered directly on the bank’s page, in the POS (Point of Sale) terminal, and are not entered or recorded on any NEODIAGNOSTICA SLU server.

When paying by VISA or MASTERCARD, you will always be asked for the following data: the card number, expiry date and a validation code, which corresponds to the last three digits of the number printed in italics on the back of your VISA or MASTERCARD, thus offering greater guarantees regarding the security of the transaction.

This method of payment is valid only on the website.

If the amount of a purchase has been charged fraudulently or improperly using a payment card number, the holder may demand the immediate cancellation of the charge. In such case, the corresponding debit and credit entries in the accounts of the provider and the holder will be made as soon as possible.

However, if the purchase has indeed been made by the cardholder and the demand for a refund is not a consequence of exercising the right of withdrawal or termination, and therefore the cancellation of the corresponding charge has been unduly requested, the holder shall be liable to NEODIAGNOSTICA SLU for the damages caused as a result of such cancellation.

Any currency‑exchange and banking commissions shall be borne by the client.

Payment via PayPal

The client may make payment through the PayPal platform, using their personal account or by entering their credit or debit card details via the secure system made available by PayPal.

PayPal is an external platform independent of NEODIAGNOSTICA SLU. Therefore, the use of this method implies acceptance of the terms and conditions established by PayPal on its own platform.

If this method of payment is chosen, the transaction shall be deemed completed once PayPal confirms the payment to NEODIAGNOSTICA SLU. Once such confirmation has been received, the contract shall be considered perfected and performance of the service will commence in accordance with the conditions contracted.

If the client exercises their right of withdrawal after confirmation of payment and dispatch of the kit, the conditions set out in the section “Right of withdrawal” shall apply, including the possible deduction of the cost of the kit and associated expenses.

Any fees applied by PayPal or arising from the use of this payment method shall be borne by the client.

Performance and availability of the service

The availability of the services offered by NEODIAGNOSTICA SLU may vary depending on the type of analysis or product contracted. In the event of non‑performance due to unavailability, NEODIAGNOSTICA SLU shall, as soon as it becomes aware of this situation, notify the client by email.

The period for this communication shall in no case exceed a maximum of 15 days. NEODIAGNOSTICA SLU may offer the client, at no increase in price, a service with similar characteristics or of superior quality, or, unless there are justified and demonstrable reasons, refund the amounts paid for the cancelled service.

If NEODIAGNOSTICA SLU does not make this refund within the stated period, the buyer may demand payment of twice the sum owed, without prejudice to their right to be compensated for the damages arising therefrom.

Receiving the invoice in electronic format

If you wish to receive the invoice in electronic format, you can tick the checkbox shown during the purchase process. Additionally, if you wish to receive the invoice on paper, you can request it by writing to the following address info@myadnlab.com and we will send it to you at no extra cost.

Right of withdrawal, refund of payment and claims

Articles 15.2(h) and 18.5 of the Code (includes a link to the standard withdrawal form model).

The client shall have a period of fourteen (14) calendar days to withdraw, from the day the contract is concluded, without any penalty and without the need to state reasons, provided that the order has not been processed or dispatched.

You have the right to withdraw from this contract within fourteen (14) calendar days without giving any reason. The withdrawal period shall expire fourteen (14) calendar days from the day on which you or a third party indicated by you, other than the carrier, acquired physical possession of the goods.

To exercise the right of withdrawal, you must notify us (NEODIAGNOSTICA, SLU, Parc Agrobiotech, Ed. H3, Pl. 2-A, Of. 1, +34973834070, info@myadnlab) of your decision to withdraw from the contract by means of an unambiguous statement (for example, a letter sent by post or email). You may use the model withdrawal form set out below. link to the withdrawal form template link to the withdrawal form template.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal:

In the event of your withdrawal, we will refund all payments received from you, including the delivery costs (with the exception of any additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 calendar days from the date on which you inform us of your decision to withdraw from this contract. We will carry out such refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the refund.

Notwithstanding the foregoing, if the order has already been processed and the sampling kit has been dispatched to the client before exercising the right of withdrawal, the amount corresponding to the cost of the kit, as well as the associated shipping and handling costs, shall be non‑refundable, given that the service will have commenced with the client’s express consent. This condition applies even if the client decides not to use the service after the material has been sent.

We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earlier.

In the case of contracts for the provision of services, if you have requested that the performance of the service begin during the withdrawal period, you shall pay an amount proportional to the part of the service already provided at the time you informed us of your decision to withdraw, in relation to the total subject matter of the contract. Likewise, once the samples have been sent to the laboratory or any phase of the analytical process has begun, it shall be understood that you expressly consent to the performance of the service during the withdrawal period, and the client shall lose the right of withdrawal from that moment.

Pursuant to Article 103 of Spanish Law 3/2014 of 27 March, which amends the consolidated text of the General Law for the Defence of Consumers and Users, supplies of services or goods made to the consumer’s specifications or clearly personalised, or which by their nature cannot be returned or are liable to deteriorate or expire rapidly, are exempt from the right of withdrawal.

Return

The client must return or deliver the product directly to NEODIAGNOSTICA, SLU, Parc Agrobiotech de Lleida, Ed. H3, Pl. 2-A, Of. 1, 25003 Lleida (Spain), without undue delay and, in any event, within a maximum period of fourteen (14) calendar days from the date on which the right of withdrawal from the contract is exercised. The deadline shall be deemed to have been met if the client returns the product before the end of that period.

The client shall bear the costs of returning the product. To avoid problems during transport, please ensure that the package is properly protected and sealed. Once received, its condition will be checked.

Refund of payment

Refunds of amounts received from the client will be made using the same means of payment used by the client, unless otherwise agreed.

NEODIAGNOSTICA SLU may withhold the refund until it has received the product that is the subject of the withdrawal, or until the client provides proof of its return, whichever condition is fulfilled first.

If the product is not in good condition and the causes are not attributable to the client, the client must inform NEODIAGNOSTICA SLU of the reason for the return through any of the means provided in these contracting conditions, at no cost to the client. This return due to defect or poor condition of the product shall not be considered an exercise of the right of withdrawal.

The seller shall be liable to the consumer for any lack of conformity that becomes apparent within a period of three years from delivery, which shall be deemed to have been made on the date stated on the invoice or purchase receipt, or on the delivery note if later.

Unless proven otherwise, it shall be presumed that any lack of conformity that becomes apparent within two years of delivery already existed when the goods were delivered. The consumer may require the trader to remedy the lack of conformity, a price reduction, or termination of the contract; these remedies shall be free of charge for the consumer and shall include the necessary costs to bring the goods into conformity, in particular shipping, transport, labour or materials.

If the client wishes to make a complaint, the NEODIAGNOSTICA SLU establishment is located at Parc Agrobiotech de Lleida, Ed. H3, Pl. 2-A, Of. 1, 25003 Lleida (Spain) or via email at info@myadnlab.com.

Complaint

Jurisdiction

NEODIAGNOSTICA SLU also reserves the right to bring such civil or criminal actions as it deems appropriate for the improper use of its website and content, or for breach of these conditions.

The relationship between the user and the provider shall be governed by the regulations in force and applicable within Spanish territory. Should any dispute arise, the parties may submit their conflicts to arbitration or resort to the ordinary courts in compliance with the rules on jurisdiction and competence. NEODIAGNOSTICA SLU has its registered office in LLEIDA, Spain.

Our entity adheres to Confianza Online (a non‑profit association), registered with the National Register of Associations Group 1, Section 1, national number 594400, CIF G85804011, Calle de Velázquez 126, 4º‑I, 28006 Madrid (Spain). For more information: www.confianzaonline.es.

These General Conditions are governed by Spanish law. Likewise, in compliance with the provisions of the Alternative Dispute Resolution Act, we inform consumers that, as an adhering entity and under the terms of the Code of Conduct, users may turn to Confianza Online for the alternative resolution of any disputes (https://www.confianzaonline.es/como-reclamar/formulario-de-reclamaciones/). If these relate to electronic transactions with consumers, or to data protection when related to this field, claims will be resolved by the Confianza Online Mediation Committee, accredited for the alternative resolution of consumer disputes. If the claims concern digital advertising, or data protection relating to this field, they will be submitted to the Advertising Jury of AUTOCONTROL.

In addition, we remind you that you can access the European Union’s online dispute resolution platform via the following link:

https://ec.europa.eu/consumers/odr/main/?event=main.home2.show”.

Force majeure

NEODIAGNOSTICA SLU shall not be liable for non‑performance, delays in the performance of services, or the impossibility of providing them when such situations are due to force majeure or circumstances beyond its reasonable control, such as strikes, labour disputes, natural disasters, pandemics, transport disruptions, government decisions, cyber‑attacks or any other unforeseeable or unavoidable event. In such cases, the performance of obligations shall be suspended for as long as the force‑majeure cause persists and shall resume once it has ceased.

General Conditions of Contract