GENERAL TERMS AND CONDITIONS OF SALE

Pre-contractual information

This website, www.myadnlab.com, is owned by NEODIAGNOSTICA SLU, with VAT number B25541392 and registered tax address at Parc Agrobiotech de Lleida, Ed. H3, Pl. 2-A, Of. 1, 25003 Lleida (Spain), trading under the brand name NEODIAGNOSTICA SLU.

These General Terms and Conditions govern the distance selling relationship between NEODIAGNOSTICA SLU and the user or customer, in accordance with the applicable legal provisions, in particular 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 current regulations on Personal Data Protection, Law 7/1996 of 15 January on Retail Trade Regulation, and Law 34/2002 of 11 July on Information Society Services and Electronic Commerce.

NEODIAGNOSTICA SLU reserves the right to make any changes it deems appropriate to these General Terms and Conditions without prior notice. Such changes may be made through its websites by any legally admissible means and shall be binding for as long as they remain published on the website and until they are validly replaced by subsequent versions. Nevertheless, NEODIAGNOSTICA SLU reserves the right to apply, in certain cases, Specific Contracting Conditions in preference to these General Terms and Conditions whenever it deems this appropriate, 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 to the completion of the contracted service.

As a user or customer, you expressly declare that you know, understand and accept the terms of use and these General Terms and Conditions. Likewise, you declare that you are of legal age and have the legal capacity and capacity to act required to access NEODIAGNOSTICA SLU’s websites and to contract through them.

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

Registration as a website user is an essential requirement in order to make an online purchase. You may access the relevant registration section on the website itself. In accordance with the provisions of the current regulations on Personal Data Protection, NEODIAGNOSTICA SLU informs users that the personal data collected during the registration and subsequent purchase process will be entered into a file under its responsibility, for the purpose of processing such actions by the user and managing any subsequent actions arising from them.

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

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

During the purchase process, you must identify yourself using the username and password provided. These details shall not be public. You are responsible for treating the identity and password obtained upon registration as a customer confidentially and responsibly, and may not transfer them to another person. You may modify the registered information at any time in your customer area. In this same section, you will have access to a history of your contracted services. This is for consultation purposes only, although management is permitted, allowing the user to delete any records they consider no longer necessary to view.

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

All website content is available in Spanish, French and English.

Before the service is provided, the customer will receive an email confirming the requested service.

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

Characteristics, offer and validity of the services

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

In the case of a service on offer, the promotional price and its validity will always be indicated together with its essential characteristics.

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

Shipping, processing and quality of samples

For the proper provision of analysis services, the customer must strictly follow the instructions provided by NEODIAGNOSTICA SLU regarding the collection, handling, storage and shipment of biological samples. The customer 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 responsible for inconclusive or incorrect results arising from samples that are contaminated, deteriorated, insufficient or incorrectly handled by the customer or by third parties. If the samples received do not meet the minimum quality standards, NEODIAGNOSTICA SLU may request that new samples be sent, without this implying any liability on its part or giving rise to an automatic right to reimbursement.

Storage and destruction of biological samples

Unless the customer expressly requests otherwise in writing at the time of contracting, NEODIAGNOSTICA SLU shall keep biological samples only for a maximum period of one (1) year from the issue of the results report in the case of informational tests. In cases involving legal validity, samples shall be kept for a period of five (5) years.

Once this period has elapsed, the samples may be destroyed in accordance with current biosafety and data protection regulations.
If extended storage is requested, this may involve additional costs, which will be communicated to the customer in advance.

Service guarantees

All services offered on the website are covered by the guarantee corresponding to the type of service and to the time and manner of provision of the services requested.

NEODIAGNOSTICA SLU has a customer service department, available by telephone at +34973834070 or by email at info@myadnlab.com, where you may submit the relevant complaint in the event of non-conformity.

NEODIAGNOSTICA SLU has an after-sales service. While the guarantee remains in force, the customer may exercise it by contacting the NEODIAGNOSTICA SLU establishment, the after-sales service, by email at info@myadnlab.com, or through the channels established by the supplier itself. In case of doubt, you may contact customer service by telephone at +34973834070 or by email at info@myadnlab.com.

Prices

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

If any other tax is 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 in the laboratory, the delivery time is 3 to 5 working days. In any case, the corresponding invoice will detail the costs relating to the contracted service.

All orders received after 2:00 p.m. will be processed on the next working day. This may affect the indicated delivery times, especially in the case of orders placed on Fridays or on the eve of public holidays.

Delivery and transport costs

NEODIAGNOSTICA SLU ships worldwide. Transport costs shall be borne by the company in the case of the standard service within the national territory. If urgent courier delivery is required (both 24h and 48-72h), transport costs shall be borne by the customer. Customs charges, where applicable, shall be borne by the recipient.

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

Available shipping options:

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

However, NEODIAGNOSTICA SLU shall under no circumstances be liable for delays or incidents in the delivery of the order caused by circumstances beyond its control, such as strikes, work stoppages, holiday periods, transport interruptions, weather conditions, administrative decisions or any other force majeure event affecting the logistics operator.

In these cases, the customer expressly accepts that delivery times may be extended without this giving rise to termination of the contract or to claims for damages or losses, provided that NEODIAGNOSTICA SLU has shipped the order within the expected timeframe.

Urgent shipments of 48-72 hours or 24 hours: these timeframes are counted 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 lie with that operator, without prejudice to the rights available to the consumer against the transport company in the event of loss, damage or unjustified delays. In these cases, the customer expressly accepts that delivery times may be extended without this giving rise to termination of the contract or to claims for damages or losses, provided that NEODIAGNOSTICA SLU has shipped the order within the committed timeframe.

Loss or non-receipt of the kit

If the customer 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.

Once the notification has been received, NEODIAGNOSTICA SLU will take the appropriate steps with the logistics operator to locate the shipment. If the loss or definitive disappearance of the package due to causes attributable to the logistics operator is confirmed, NEODIAGNOSTICA SLU will, at no additional cost to the customer, make 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 customer does not report non-receipt within a maximum period of 15 calendar days from the expected delivery date, the order shall be deemed to have been delivered correctly, and no subsequent claim for loss or disappearance may be made.

Payment methods

VISA or MASTERCARD credit card
PayPal

Execution of the service

The customer may pay the amount of their service by choosing any of the following methods. During the purchase process, the customer must indicate their 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 standard SSL (Secure Sockets Layer) security technology. All information you send us travels encrypted over the network.

Likewise, your credit card details are entered directly on the bank’s website, in the POS terminal (Bank 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 information: card number, expiry date, and a validation code corresponding to the last 3 digits of the number printed in italics on the back of your VISA or MASTERCARD, thereby providing greater security guarantees for the transaction.

This payment method is valid only on the website.

If the amount of a purchase has been charged fraudulently or improperly using a payment card number, the cardholder may demand the immediate cancellation of the charge. In such a case, the corresponding debit and refund entries in the supplier’s and cardholder’s accounts shall be made as soon as possible.

However, if the purchase was actually made by the cardholder and the request for refund was not the consequence of exercising the right of withdrawal or termination and, therefore, the cancellation of the corresponding charge was requested improperly, the cardholder shall be liable to NEODIAGNOSTICA SLU for compensation for any damages and losses caused as a result of such cancellation.

Any exchange or bank fees shall be borne by the customer.

Payment via PayPal

The customer may make payment through the PayPal platform, using their personal account or entering their credit or debit card details through the secure system provided by PayPal.

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

If this payment method is chosen, the transaction shall be considered completed when PayPal confirms the payment to NEODIAGNOSTICA SLU. Once such confirmation has been received, the contract shall be deemed concluded and the execution of the service shall begin in accordance with the contracted conditions.

If the customer exercises their right of withdrawal after payment has been confirmed and the kit has been shipped, the conditions established in the “Right of withdrawal” section shall apply, including the possible deduction of the cost of the kit and associated costs.

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

Execution 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-execution due to unavailability, NEODIAGNOSTICA SLU, as soon as it becomes aware of this situation, will notify the customer by email.

This notification period shall in no case exceed the maximum period of 15 days. NEODIAGNOSTICA SLU may offer the customer, at no additional cost, a service with similar characteristics or of higher 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 indicated period, the buyer may claim payment of twice the amount owed, without prejudice to their right to be compensated for any damages and losses incurred.

Receiving the invoice in electronic format

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

Right of withdrawal, payment refund and complaints

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

The customer shall have a period of fourteen (14) calendar days to withdraw, starting from the date the contract is entered into, without any penalty and without giving any reason, provided that the order has not been processed or shipped.

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 unequivocal statement (for example, a letter sent by postal mail or email). You may use the withdrawal form template shown below. Link to the withdrawal form template.

To meet the withdrawal deadline, it is sufficient for the communication concerning your exercise of this right to be sent before the relevant period has expired.

Consequences of withdrawal:

If you withdraw, we will refund all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method we offer), without undue delay and, in any event, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will make such refund using the same payment method you used for the initial transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of the refund.

However, if the order has already been processed and the sampling kit has been shipped to the customer before the right of withdrawal is exercised, the amount corresponding to the cost of the kit, as well as the associated shipping and handling costs, shall not be refundable, as the service will have begun to be provided with the customer’s express consent. This condition applies even if the customer decides not to use the service after the material has been shipped.

We may withhold the refund until we have received the goods, or until you have provided proof of their return, whichever condition is met first.

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

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

Return

The customer 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 formalised. The deadline shall be deemed met if the customer returns the product before the expiry of the period.

The customer shall bear the cost 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.

Payment refund

The refund of the amounts received from the customer shall be made using the same payment methods used by the customer, unless otherwise agreed.

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

If the product is not in good condition and the causes are not attributable to the customer, the customer 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 customer. This return due to a defective product or product in poor condition shall not be considered an exercise of the right of withdrawal.

The seller shall be liable to the consumer for any defects that appear within a period of three years from delivery, which shall be understood to have taken place on the date shown on the invoice or purchase receipt, or on the delivery note if this is later.

Unless proven otherwise, it shall be presumed that any lack of conformity appearing within two years following delivery of the goods already existed when the goods were delivered.
The consumer may require the business to remedy the lack of conformity, reduce the price or terminate the contract. These actions shall be free of charge for the consumer, including any expenses necessary to bring the goods into conformity, especially shipping, transport, labour or material costs.

If the customer wishes to submit a complaint, NEODIAGNOSTICA SLU’s establishment is located at Parc Agrobiotech de Lleida, Ed. H3, Pl. 2-A, Of. 1, 25003 Lleida (Spain), or the customer may contact us by email at info@myadnlab.com.

Complaint

Jurisdiction

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

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

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

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

Furthermore, we remind you that you can access the European Union online dispute resolution platform through the following link:

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

Force majeure

NEODIAGNOSTICA SLU shall not be liable for breaches, delays in the execution of services or 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, cyberattacks or any other unforeseeable or unavoidable event. In such cases, performance of the obligations shall be suspended for as long as the force majeure event persists, and shall resume once it has disappeared.