Document 01 · Privacy
Privacy Policy
How we collect, use, store and delete your information — including
the genetic data extracted from any raw DNA file you upload. We follow
European Union GDPR standards for every user, anywhere in the world.
1 Data Controller
For the purposes of GDPR, NexoGENO OÜ is the data controller
for the personal information processed through nexogeno.com and the
associated services. Privacy-related inquiries can be directed to
privacy@nexogeno.com.
2 Information We Collect
Personal information you provide
- Account & contact information. Your name, email
address and any communication-related details necessary for service
delivery.
- Payment information. Processed through secure
third-party providers; full credit card details are never stored on
our servers.
Genetic data (sensitive personal information)
- Genetic information. DNA information extracted from
the raw data files you upload, used exclusively to generate the
ancestry, haplogroup, health and trait reports you have requested.
- This data is treated with the highest level of confidentiality and
security and is never used for any other purpose without your
explicit consent.
Information collected automatically
- Usage data. IP address, browser type, operating
system and pages visited — used only to improve site performance
and your experience on the dashboard.
3 How We Use Your Information — Legal Basis
- Service provision. Personal and genetic data is
processed to fulfil our contract with you and deliver the genetic
analysis reports you ordered. Legal basis: contract performance
and your explicit consent.
- Communication. We use your contact details to send
order updates, deliver results and respond to your inquiries.
Legal basis: contract performance and our legitimate interest in
providing customer support.
- Website improvement. Usage data is analysed to
understand user behaviour and improve our service. Legal basis:
our legitimate business development interests.
We will never sell, rent or lease your personal information or
genetic data to any third party. Full stop.
4 Data Retention & Deletion
- Retention period. Personal and genetic data is
retained for a maximum of twelve (12) months from
the date your report is delivered.
- Automatic deletion. After 12 months your data is
permanently deleted from our systems.
- On-demand deletion. You may request deletion at
any time by contacting
privacy@nexogeno.com.
Requests are processed promptly and we send written confirmation
once deletion is complete.
5 Your Rights Under GDPR
Every user, regardless of where they live, has the following rights:
- Right to access. Request a copy of the personal
data we hold about you.
- Right to rectification. Request that incomplete
or inaccurate information be corrected.
- Right to erasure. Request the permanent deletion
of your personal data.
- Right to restrict processing. Request that
processing of your data be limited under certain conditions.
- Right to object. Object to the processing of
your data under certain conditions.
- Right to data portability. Request that your
data be transferred to another organisation, or directly to you,
under certain conditions.
Exercise any of these rights by emailing
privacy@nexogeno.com.
6 Data Security
We employ administrative, technical and physical safeguards to
protect your information against unauthorised access, disclosure,
alteration or destruction. These measures include data encryption,
tightly-scoped access controls and secure server infrastructure.
7 International Data Transfers
As a global service, your data may be processed outside your country
of residence. Any such transfer complies with GDPR standards and
maintains an equivalent level of protection through appropriate
safeguards, including Standard Contractual Clauses where applicable.
8 Children's Privacy
Our services are not intended for individuals under 18. We do not
knowingly collect personal data from children. If we discover any
such information has been provided, we will delete it.
9 Changes to this Policy
We may update this Privacy Policy periodically. Changes are posted
here with an updated "Last Updated" date at the top of the
page. We encourage you to review periodically.
Document 02 · Terms
Terms of Service
The agreement between you and NexoGENO when you use our website or
order any of our reports. By creating an account or placing an order
you confirm that you are 18 or older and accept these terms.
2 Eligibility & Account
- You must be at least 18 years old to use the
service.
- You are responsible for maintaining the confidentiality of your
account credentials.
- You are liable for all activity that occurs under your account.
- Notify us promptly if you suspect unauthorised access to your
account.
3 Service Description
NexoGENO analyses existing DNA raw data files that you
upload and generates educational reports on ancestry,
haplogroups and traits. We do not provide clinical
services, medical diagnosis or health treatment, we do not collect
biological samples and we do not sell testing kits.
We cannot guarantee a haplogroup result if the original testing
company that generated your raw file omitted the genetic markers
we require for that analysis.
4 No Medical Advice
All reports are strictly informational and should not be used
to make medical decisions. Always seek professional consultation
for medical, legal or other professional guidance.
5 Orders, Pricing, Payments & Taxes
- Pricing and promotions shown on the website are subject to
change.
- Payments are handled by third-party payment processors and
full card details are never stored on our servers.
- You are responsible for any applicable taxes and fees.
6 Delivery Timeline
Reports are delivered electronically. Estimated delivery windows
are shown at checkout; actual times may vary depending on file
size, queue length and the analysis ordered.
7 Refunds & EU Right of Withdrawal
Personalised digital content begins processing immediately after
purchase. Under EU/EEA consumer rules, this means you may lose your
statutory right of withdrawal once performance has started. The
full Refund Policy is detailed
further down this page.
8 User Responsibilities & Permitted Use
You agree not to:
- Violate any applicable law or third-party right.
- Upload content that you do not have the proper authorisation
to upload.
- Introduce malware or attempt unauthorised access to our
systems.
- Scrape, bulk-download or use bots without our written consent.
- Use any output of the service for model training or automated
profiling without our permission.
9 Your Content & Licences
Your DNA data and uploads remain yours. You grant
NexoGENO a limited, non-exclusive, worldwide, royalty-free licence
solely to provide the services you have requested. Your data is
never sold, rented or leased.
10 Privacy & Genetic Data
Genetic data is handled under the strict safeguards described in
our Privacy Policy:
- Legal basis. Contract performance and your
explicit consent.
- Retention. Personal and genetic data is retained
for up to 12 months from report delivery, then automatically
deleted. Earlier deletion is available upon request to
support@nexogeno.com.
- Rights. Access, rectification, erasure,
restriction, objection and portability under GDPR-aligned
standards. International transfers use appropriate safeguards.
11 Intellectual Property
NexoGENO owns all website content, workflows and service materials
(excluding your uploads). You receive a limited, revocable,
non-transferable licence for personal, non-commercial access only.
Copying, modifying, sublicensing, reverse-engineering or creating
derivative works is prohibited unless explicitly permitted by law.
12 Third-Party Links and Processors
We disclaim responsibility for third-party sites, payment processors
and their policies. You should independently review their terms.
13 Service Changes, Suspension & Termination
NexoGENO may modify, suspend or discontinue any part of the
service for security, legal or operational reasons. We may suspend
or terminate access for term violations, misuse or system risk.
Sections that survive termination include intellectual property,
disclaimers, liability limitations, indemnification and dispute
resolution.
14 Disclaimers
The service is provided "AS IS" and
"AS AVAILABLE" without guarantees of
uninterrupted or error-free operation. To the fullest extent
permitted by law, all warranties — express or implied,
including merchantability and fitness for a particular purpose
— are disclaimed. These exclusions do not affect any warranty
that cannot legally be excluded.
15 Limitation of Liability
NexoGENO will not be liable for indirect, incidental, special,
consequential, punitive or exemplary damages, or for loss of
profits, data or goodwill. Our aggregate liability is capped at
the amount you paid for the specific service in question.
Jurisdictional limits apply to the maximum extent permitted.
16 Indemnification
You agree to indemnify and hold NexoGENO harmless from claims,
damages, liabilities, costs and expenses arising out of your
breach of these Terms or misuse of the website or services.
17 Governing Law, Venue & Consumer Rights
Applicable law is specified on our legal imprint or at checkout
(without applying conflict-of-laws rules). EU/EEA/UK consumers
retain their mandatory protections and may pursue remedies in
their local courts. Statutory consumer rights are unaffected.
18 Changes to these Terms
Updates are posted with a new "Last Updated" date.
Material changes are highlighted on the website. Continued use of
the service after a change indicates your acceptance of the
revised terms.
Document 03 · Refunds
Refund Policy
NexoGENO sells personalised digital reports that begin processing as
soon as you place your order. This page explains the narrow window
in which refunds are possible, why it works that way, and how to
contact us.
1 Personalised Digital Content
Every report we produce is generated from your specific
uploaded raw DNA file against our reference database. The
moment we begin computing a report, compute time and analyst
attention has been spent on your order specifically — this is
why the service qualifies as personalised digital content under EU
consumer protection rules.
2 EU/EEA Right of Withdrawal
Under the EU Consumer Rights Directive, consumers normally have a
14-day right of withdrawal for online purchases. Personalised
digital content is one of the exceptions: the right of withdrawal
can be lost once performance has started with your express
prior consent. By confirming the checkout box that
authorises us to begin analysis, you give that consent.
Refunds are available only before we begin analysis. Once
your file enters the processing queue, the service is considered
performed for the purposes of withdrawal.
3 When You Are Eligible for a Refund
- Order placed but processing has not started. A
full refund is available on request.
- Duplicate or accidental purchase. If you were
charged twice, the duplicate charge is refunded in full.
- Technical failure on our side. If we cannot
deliver the report you ordered for reasons attributable to us
and we cannot resolve the issue within a reasonable time, you
are entitled to a refund.
- Statutory consumer rights. Local consumer
protection laws are honoured wherever they grant additional
refund rights beyond this policy.
4 When a Refund Is Not Available
- The report has been generated and delivered to your dashboard.
- You ordered a haplogroup analysis but your raw file is missing
the markers required for that analysis — the file
compatibility limitations are explained on each product page
before purchase.
- You changed your mind about the result or are dissatisfied with
the level of detail in a report whose contents are accurately
described on its product page.
5 How to Request a Refund
Email support@nexogeno.com
from the email address used to place the order, with the order
number in the subject line. We aim to respond within 2 working
days. Approved refunds are issued back to the original payment
method and typically arrive within 5–10 business days
depending on your bank.