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Refund policy

 

Terms and Conditions of Sale

Pet Genetics Lab (“PGL”)

These Terms and Conditions of Sale (the “Terms”) govern the provision of genetic testing services and associated products by Pet Genetics Lab (“PGL”, “we”, “our”) to the purchaser (“Customer”, “you”, “your”). By placing an order for testing services, you agree to be legally bound by these Terms.

1. Definitions

  • “Services” means any genetic or DNA testing services supplied by PGL, including sample collection kits, analysis, and reporting.

  • “Sample” means the biological specimen submitted for analysis.

  • “Results” means the reports, certificates, or data issued by PGL following analysis.

  • “Order” means a request for Services placed by the Customer and accepted by PGL.

2. Orders, Pricing, and Payment

2.1 Orders. All Orders are subject to acceptance by PGL. PGL reserves the right to refuse Orders at its discretion.

2.2 Prices. Prices are those published on PGL’s website at the date of Order and are stated in GBP unless otherwise specified. Prices include VAT or other applicable taxes unless expressly stated.

2.3 Payment. Payment is due in full at the time of Order unless otherwise agreed in writing. PGL is not obliged to commence testing until cleared funds have been received.

2.4 Refunds and Cancellation. Cancellation prior to commencement of testing may be accepted at PGL’s discretion. Once analysis has commenced, no refunds will be issued except in accordance with clause 8.

3. Customer Obligations

3.1 The Customer warrants that all information provided to PGL is accurate, complete, and not misleading.

3.2 The Customer warrants that it has full authority to submit Samples and to request Services in respect of the relevant animal(s).

3.3 Samples must be collected strictly in accordance with PGL’s instructions. PGL accepts no liability for Results arising from improper sampling or misidentification of animals.

3.4 The customer is responsible for providing an adequate sample and should the testing results show that the sample is insufficient, one replacement swab will be provided for a retest. If a second swab is shown to be insufficient then a blood sample for that animal will be requested. No refunds are provided for samples where full testing service has been carried out by PGL and the results show that the sample was insufficient.

3.5 The Customer shall not alter, falsify, or misuse any Results or certificates issued by PGL.

3.6 The Customer acknowledges that acceptance of Results by third parties (e.g. breed clubs, kennel clubs) is not guaranteed and is the sole responsibility of the Customer to verify in advance.

3.7 The Customer shall return their sample within six months of purchase. Return of samples beyond this time frame will require payment of any difference in testing price.

3.8 Replacement swabbing kits shall be charged for if the customer is found to be liable for their replacement (for example, animals chewing packages upon arrival, incorrectly taken swabs) or swabs being returned outside of the description in clause 3.6.

4. Samples and Data

4.1 Title to Samples passes to PGL upon receipt. PGL may retain, store, or lawfully dispose of Samples at its discretion following completion of Services.

4.2 Results and associated data are owned by PGL. The Customer is granted a personal, non-transferable licence to use Results for legitimate purposes connected with the relevant animal(s).

4.3 PGL may retain and use anonymised or aggregated data derived from Samples and Results for quality assurance, research, and product development.

5. Delivery and Turnaround

5.1 Any stated turnaround times are indicative only. PGL does not guarantee delivery of Results within a fixed period unless expressly agreed in writing.

5.2 PGL is not liable for delays arising from factors outside its reasonable control, including postal or courier delays, insufficient Sample quality, or force majeure events.

6. Scope of Services

6.1 Services are limited to the detection of the specific genetic variants described.

6.2 A “clear” Result does not guarantee absence of all disease-causing mutations; an “affected” or "at risk" Result does not guarantee expression of clinical disease.

6.3 Services are provided for informational purposes and are not a substitute for veterinary diagnosis, advice, or treatment.

7. Limitation of Liability

7.1 PGL shall perform the Services with reasonable skill and care in accordance with recognised standards.

7.2 To the fullest extent permitted by law, PGL excludes all implied warranties, representations, and conditions not expressly set out in these Terms.

7.3 PGL’s liability arising from any Order shall in no case exceed the price paid for the relevant Service.

7.4 PGL shall not be liable for indirect, consequential, or special losses, including but not limited to loss of profit, loss of business, or reputational damage.

7.5 Nothing in these Terms shall exclude liability for death or personal injury caused by negligence, fraud, or other liability which cannot lawfully be excluded.

8. Complaints and Remedies

8.1 Any alleged defect or error must be notified to PGL in writing within 60 days of delivery of Results.

8.2 The Customer shall provide all reasonable assistance and evidence required by PGL to investigate the complaint, including further Samples if requested.

8.3 Where a defect is substantiated, PGL’s sole obligation shall be, at its option:

  • to re-test at no additional charge; or

  • to refund the price paid for the defective Service.

9. Intellectual Property

9.1 All intellectual property rights in PGL’s Services, methods, software, reports, and materials remain vested in PGL.

9.2 The Customer shall not copy, reproduce, or distribute Results except for legitimate purposes connected with the tested animal(s).

10. Data Protection

10.1 PGL shall process personal data in accordance with applicable data protection laws, including the UK GDPR where applicable.

10.2 PGL’s Privacy Policy, available on its website, forms part of these Terms.

11. Force Majeure

PGL shall not be liable for failure or delay in performance caused by events outside its reasonable control, including but not limited to natural disasters, epidemics, strikes, supply chain disruptions, or governmental restrictions.

12. Governing Law and Jurisdiction

These Terms and any dispute or claim arising from them shall be governed by and construed in accordance with the laws of the Isle of Man. The parties irrevocably submit to the exclusive jurisdiction of the Isle of Man courts.

13. General

13.1 If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

13.2 No waiver of any breach shall be effective unless in writing.

13.3 These Terms constitute the entire agreement between the parties and supersede all prior communications or understandings.