Cancellation Policy
Effective Date: April 1, 2024
Company: Genetic Path
Registered Address: Koskelontie 14C 23, 02920 Espoo, Finland
Business ID: 3441356-7
1. Overview
This Cancellation Policy governs the cancellation and refund rights for customers of Genetic Path ("Company," "we," "us," "our"), a Finnish company providing genetic data processing and analysis services. This policy complies with Finnish Consumer Protection Act (38/1978), EU Consumer Rights Directive (2011/83/EU), and General Data Protection Regulation (GDPR).
2. Right to Cancel (Cooling-off Period)
2.1 Statutory Right of Withdrawal
In accordance with Finnish law and EU Consumer Rights Directive, customers have the right to cancel their order within 14 calendar days without providing any reason. This cooling-off period applies to:
- Distance sales (online orders, telephone orders)
- Subscription services
- Digital analysis services
2.2 Cooling-off Period Commencement
The 14-day period begins:
- For digital services: From the day the service contract is concluded
- For subscription services: From the day the subscription begins
2.3 Extended Cancellation Period
If we fail to provide mandatory information about your cancellation rights, the cancellation period extends to 12 months after the original 14-day period would have expired.
3. Service-Specific Cancellation Terms
3.1 Subscription Services
3.1.1 Monthly Subscriptions
- Cancellation: Available at any time via customer account settings.
- Refund: No refund for partial months already paid.
- Access: Continues until end of current billing cycle.
- Auto-renewal: Stops automatically after cancellation.
3.2.2 Annual Subscriptions
- 14-day cooling-off: Full refund available within 14 days of purchase.
- After 14 days: No refund for unused portion of annual subscription.
- Exception: Pro-rated refund may be considered in exceptional circumstances at company's discretion.
3.3 Digital Analysis Services
- Before analysis delivery: Full refund available within 14 days
- After report generation: No refund available once personalized genetic reports have been generated and delivered
- Administrative fee: €15 for processing cancellations
4. How to Cancel
4.1 Online Cancellation (Preferred Method)
1. Log into your account at https://app.gene-inspector.pro/login
2. Navigate to Settings > Billing.
3. Select the service you wish to cancel.
4. Click "Cancel" and follow the prompts.
4.2 Email Cancellation
Send cancellation request to: support@gene-inspector.pro
5. Refund Processing
5.1 Timeline
- Refund processing: Within 5 days of receiving valid cancellation request (immediate when doing it online).
- Bank transfer time: Additional 3-5 business days depending on bank.
- Total timeframe: Maximum 10 days from cancellation confirmation.
5.2 Refund Method
- Original payment method: Refunds issued to original credit card or bank account.
- Currency: Refunds processed in EUR; international customers subject to exchange rate fluctuations.
6. Exceptions to Cancellation Rights
The following services are not eligible for refund under EU Consumer Rights Directive:
6.1 Completed Service
- Digital content that has been fully delivered and accessed.
- Genetic analysis reports that have been generated and delivered.
- Consultation services that have been fully provided.
6.2 Personalized Products
- Genetic reports customized based on individual DNA data
- Personalized health recommendations based on genetic analysis
7. Consumer Rights and Remedies
7.1 Defective Services
If services are defective or not as described:
- First remedy: Free repair or replacement of service.
- If repair fails: Full or partial refund or service credit.
- Damage compensation: Available for losses caused by defective service.
7.2 Dispute Resolution
1. Customer Service: Contact support@gene-inspector.pro
2. Consumer Ombudsman: File complaint with Finnish Consumer Ombudsman
3. Consumer Disputes Board: Free dispute resolution service
4. Court Action: Legal action in Finnish courts
5. EU Online Dispute Resolution: Available for EU customers at ec.europa.eu/consumers/odr
8. Contact Information
Customer Service:
- Email: support@gene-inspector.pro
- Hours: Monday-Friday 9:00-17:00 (Eastern European Time)
Regulatory Bodies:
- Finnish Consumer Ombudsman: kuluttaja-asiamies@kkv.fi
- Data Protection Ombudsman: tietosuoja@om.fi
- Consumer Disputes Board: kuluttajariita-asiamies@oikeus.fi
9. Policy Updates
This cancellation policy may be updated to reflect:
- Changes in Finnish or EU law
- New services or business models
- Feedback from customer experience
- Regulatory guidance or requirements
Notification: Customers will be notified 30 days before material changes take effect.
Acceptance: Continued use of services constitutes acceptance of updated terms.
10. Governing Law and Jurisdiction
This policy is governed by Finnish law and subject to the jurisdiction of Finnish courts. EU customers benefit from additional protections under EU consumer law.