Most questions we get have a clear answer below. If yours doesn't, use the contact form further down — it'll reach the same inbox a direct email would, with everything we need to help you already attached.
Rewritten in plain English, with a few extra notes that make the answers actually useful when you're trying to figure something out at 11pm on a Tuesday.
We're a genetics and genealogy company that takes the raw DNA file you've already paid for elsewhere and turns it into a much deeper analysis. We don't sell test kits and we don't run labs — we work entirely on existing genotype data using our own proprietary modelling engines and reference architecture.
The catalogue covers modern population ancestry (with Y-DNA + mtDNA haplogroups bundled in), ancient DNA ancestry against archaeogenetic samples, and health & traits reports presented as educational context, not diagnoses.
No. We don't send swab kits, we don't run sequencing, and we don't ask you to spit into anything. You bring the raw DNA file you already have from another testing company, and our job is to extract the maximum amount of useful information from it.
That's a deliberate model — it means you don't pay twice for the same biological reading, and your DNA never physically leaves your possession to reach us.
We accept raw DNA files in any of these formats:
.txt, .csv, .zip,
.gz, and .csv.gz — including
files compressed straight out of your testing company's
download page.
Files can come from any of the major consumer testing companies:
If your file is from a different provider or in a less common format, message us before purchasing — we can usually tell you within a day whether we can analyse it.
The big consumer reports are designed for a mass audience. They tend to stop at broad continental or country-level labels ("28% Italian") and present a friendly narrative on top.
Our pipeline is built to keep going past that point. The same raw file gets re-modelled against a much wider reference set, with a calculator engineered to minimise the distortions and over-rounding that flatten detail in standard analyses. The result is a report that resolves down to specific regional and sub-regional populations where the data actually supports it — and which is genuinely useful as a starting point for genealogical research.
Selected genetic markers tied to physical traits (metabolism, nutrient response, common phenotypes) and well-documented health predispositions. Each one is sourced and presented with population context.
Crucial framing: these are predispositions, not diagnoses. The report exists to give you informed starting points for conversations with healthcare professionals — not to replace those conversations. If you want a more comprehensive health-context workspace, that's what the Health Studio subscription is for.
Once we've received your raw file and validated it, the standard turnaround is up to 15 days. In practice it's usually faster, but we quote that window so the few cases where coverage is unusually low or recalibration is needed don't surprise anyone.
You'll get a notification the moment the report lands on your dashboard.
Your file is yours. We don't sell it, syndicate it, or feed it into anyone else's training pipeline. It lives on EU-resident infrastructure under the legal frame of an Estonian-incorporated company audited under EU / GDPR law.
You can request deletion at any time from your dashboard, and we'll honour the request end-to-end — DNA Kit Profile, raw file, and any derived analyses. No retention loopholes, no "we'll keep an aggregated copy" small print.
Short version, plain English. The full legal version lives in our Terms.
Reports are delivered straight to your dashboard the moment they're ready, with an email notification. If yours doesn't arrive, contact support@nexogeno.com.
Once analysis has started on your raw file, the work is non-refundable — we've already committed compute and human time to it.
Duplicate purchase, technical failure on our end that prevents delivery, or a charge that wasn't authorised by you. Contact us within 14 days with the order email + order ID.
Approved refunds are processed within 5–10 business days through our Merchant of Record commerce partner — your bank statement may show their name, not ours.
Use the form below and your message goes straight to the support team — pre-tagged with everything we need to help (your account info, the kit you're asking about, the orders on your account). No back-and-forth asking for IDs.
Pick the type of issue, choose a DNA Kit Profile if it's relevant, and tell us what's going on. We'll get back to you on the email tied to your NexoGENO account.