Terms and Conditions
DNA/RNA SERVICES – TERMS AND CONDITIONS
What these terms cover. These are the terms and conditions on which
we supply the following “DNA/RNA Services”:
our DNA/RNA collection kit (you must send your DNA/RNA sample back to us
within 24 hours of it being placed in the collection tube because
we have to extract and store your DNA within no more than one week
of such happening);
extracting and storing your DNA/RNA;
processing and sequencing of your DNA/RNA sample;
analysing your epigenetic information and providing you with the
access for 1 year to our interactive digital platform that enables
you to assess how your lifestyle and environment is impacting your
health and wellbeing.
Why you should read them. Please read these terms carefully
before you submit your order to us. These terms tell you who we
are, how we will provide DNA/RNA Services to you, how you and we
may change or end the contract, what to do if there is a
problem and other important information.
YOUR USE OF OUR DNA/RNA SERVICES
You must be at least 18 years old to use our DNA/RNA Services. To
protect your privacy when you share your DNA/RNA with us, each adult
who submits a saliva sample for a DNA/RNA test must create their own
account. In addition, such person will be required to explicitly
consent to the processing of sensitive personal data when they
activate their DNA collection kit. A parent or legal guardian may
activate a DNA collection kit, provide personal data about
children, and send us the saliva sample of a child for processing
using an account for that child that is directly managed by the
parent or legal guardian. By activating a DNA collection kit for,
or submitting any personal data about, a minor you represent that
you are the minor's parent or legal guardian. You also agree that
you have discussed the DNA Services with the minor and the minor
has agreed to the collection and processing of their saliva.
- By using our DNA/RNA Services, you agree to the following
send us the saliva sample within 24 hours of it being placed in the
the saliva sample you provide is either your own or the saliva of a
person for whom you are a parent or legal guardian;
you will not resell any part of the DNA/RNA Services or reproduce or
publish any content or information found on the DNA/RNA Services;
you will not send us your saliva sample if you have reason to
believe you have an active infectious disease;
you will not send us a sample if such would violate any export ban
or other restriction in the country in which you reside or from
which you are sending the sample;
you will not use any of the information obtained from the DNA/RNA
Services with any other database, for any medical, diagnostic or
paternity testing purpose or for any discriminatory purpose or
illegal activity - you should always follow the medical advice
given by your doctor; and
you are responsible for all usage and activity on the DNA/RNA Services
made via your account and you will contact us immediately if you
suspect your account has been used without your permission.
The DNA/RNA Services contain documents, records, information, data
and other content that are owned by or are licensed to us
(Chronomics IP). All Chronomics IP is owned by or licensed to
us and may be used only in accordance with this contract. Use
of the Chronomics IP is only permitted to the extent necessary
for your personal use of the DNA/RNA Services.
YOUR USE OF OUR IMPROVEMENTS SERVICES
By using our Improvements service to connect with third party
improvement providers (namely doctors, health coaches,
nutritionists, dieticians, genetic counsellors and DNA/RNA
counsellors), you agree to the following conditions:
you are responsible for any data you consent to share with third
parties using our platform and you will contact us immediately if
you suspect your data has been shared without your permission;
any changes you make following advice from a third party through
our platform are at your own risk. We assume no responsibility
either directly or indirectly for damage, health problems or
inconvenience caused by the use or misuse of the information
provided by a third party; and
you remain liable for any fees or costs or other liabilities that
you incur with a third party. If you provide less than 24 hours
notice if you cannot make an appointment, then it will be at their
discretion whether they charge you.
INFORMATION ABOUT US AND HOW TO CONTACT US
Who we are. We are Chronomics Ltd a company registered in England
and Wales. Our company registration number is 11120038 and our
registered office is at 1 St James Court, Norwich, Norfolk NR3 1RU.
How to contact us. You can contact us by telephoning our
customer service team at +447970727222 or by writing to us at
How we may contact you. If we have to contact you, we will do
so by telephone or by writing to you at the email address or
postal address you provided to us in your order.
"Writing" includes emails. When we use the words "writing" or
"written" in these terms, this includes emails.
OUR CONTRACT WITH YOU
How we will accept your order. Our acceptance of your order will
take place when we email you to accept it, at which point a
contract will come into existence between you and us.
If we cannot accept your order. If we are unable to accept your
order, we will inform you of this and will not charge you. This
might be because our DNA/RNA collection kit is out of stock,
because of unexpected limits on our resources which we could
not reasonably plan for, or because we have identified an error
in the price of our DNA/RNA collection kit.
Your order number. We will assign an order number to your order
and tell you what it is when we accept your order. It will help
us if you can tell us the order number whenever you contact us
about your order.
PROVIDING OUR DNA/RNA SERVICES
DNA/RNA collection kits may vary slightly from their pictures. The
images of our DNA/RNA collection kits on our website (if any) are for
illustrative purposes only. Your DNA/RNA collection kit may vary
slightly from those images.
Changes to our DNA/RNA Services. We may change our DNA/RNA Services to
reflect changes in relevant laws and regulatory requirements
and/or to implement technical adjustments and improvements.
These changes will not affect your use of our DNA/RNA Services.
Delivery costs. The costs of delivery will be as displayed to
you on our website.
When we will provide the DNA/RNA Services. During the order process
we will let you know when we will provide the DNA/RNA Services to
you including when you can expect to receive our DNA/RNA collection
kit and when the results will be made available to you.
We are not responsible for delays outside our control. If our
supply of the DNA/RNA Services is delayed by an event outside our
control, then we will contact you as soon as possible to let
you know and we will take steps to minimise the effect of the
delay. Provided we do this we will not be liable for delays
caused by the event, but if there is a risk of substantial
delay of more than 12 months you may contact us to end the
contract and receive a refund for any DNA/RNA Services you have
paid for but not received.
If you are not at home when the DNA/RNA collection kit is
delivered. If no one is available at your address to take
delivery and the DNA/RNA collection kit cannot be posted through
your letterbox, we will leave you a note informing you of how
to collect the DNA/RNA collection kit from a local collection
If you do not re-arrange delivery. If after a failed delivery
to you, you do not collect the DNA/RNA collection kit from a local
collection depot we will contact you for further instructions
and may charge you for storage costs and any further delivery
costs. If, despite our reasonable efforts, we are unable to
contact you or re-arrange delivery or collection we may end the
When you become responsible for the DNA/RNA collection kit. The DNA/RNA
collection kit will be your responsibility from the time we
deliver it to the address you gave us.
Reasons we may suspend the supply of DNA/RNA Services to you. We
may have to suspend the supply of our DNA/RNA Services to:
deal with technical problems or make minor technical changes;
update our DNA/RNA Services to reflect changes in relevant laws and
make changes to the DNA/RNA Services notified by us to you (see clause
Your rights if we suspend the supply of the DNA/RNA Services. We
will contact you in advance to tell you we will be suspending
supply of the DNA/RNA Services unless the problem is urgent or an
emergency. If we have to suspend the DNA/RNA Services for longer
than 12 months we will adjust the price so that you do not pay
for the DNA/RNA Services while they are suspended. You may contact
us to end the contract for the DNA/RNA Services if we suspend it,
or tell you we are going to suspend it, in each case for a
period of more than 12 months and we will refund any sums you
have paid in advance for the DNA/RNA Services in respect of the
period after you end the contract.
YOUR RIGHTS TO END THE CONTRACT
You can always end your contract with us. Your rights when you
end the contract will depend on what you have bought, whether
there is anything wrong with it, how we are performing and when
you decide to end the contract:
If the DNA/RNA collection kit is faulty or misdescribed, you may have a
legal right to end the contract (see clause 7.2), or to get the DNA/RNA
collection kit replaced (see clause 8.3), or to get some or all of
your money back, (see clause 4.2 for our contact details);
If you want to end the contract because of something we have done
or have told you we are going to do (see clause 7.2);
If you have just changed your mind about the DNA/RNA Services, see
clause 7.3 (but subject to clauses 7.4 and 7.5). You may be able to
get a refund if you are within the cooling-off period, but this may
be subject to deductions and you will have to pay the costs of
returning the DNA/RNA collection kit;
In all other cases (if we are not at fault and there is no right to
change your mind), see clause 7.6.
Ending the contract because of something we have done or are
going to do. If you are ending a contract for a reason set out
at (a) to (c) below the contract will end immediately and we
will refund you in full for any DNA/RNA Services which have not
been incurred (please note that if we have started the
processes set out in clause 1.1(b), 1(c) or 1.1(d), which are
the most expensive steps in the process, you will be charged
for all our services up to and including that point which will
mean that you get a very small refund). The reasons are:
we have told you about an error in the price or description of the
DNA/RNA Services you have ordered, and you do not wish to proceed;
there is a risk that supply of the DNA/RNA Services may be
significantly delayed because of events outside our control (see
clause 6.5); or
we have suspended supply of the DNA/RNA Services for technical reasons
or notify you we are going to suspend them for technical reasons,
in each case for a period of more than 12 months (see clause 6.10).
Exercising your right to change your mind (Consumer Contracts
Regulations 2013). For most products bought online you have a
legal right to change your mind within 14 days and receive a
refund. These rights, under the Consumer Contracts Regulations
2013, are explained in more detail in these terms.
When you don't have the right to change your mind. You do not
have a right to change your mind if the DNA/RNA collection kit
(which is sealed for health protection or hygiene purposes) has
been unsealed after you receive it.
How long do I have to change my mind? You have 14 days after
the day we email you to confirm we accept your order. However:
once we have completed the DNA/RNA Services (which would include making
your epigenetic information available to you to assess via our
interactive platform) you cannot change your mind, even if the
period is still running;
if you cancel after we have delivered the DNA/RNA collection kit to
you, you must return it to us to receive a refund; or
if you cancel after we have started to extract and store your DNA/RNA
sample (see clause 1(b)), you must pay us for the DNA/RNA Services
provided up until the time you tell us that you have changed your
if you cancel after we have started to process and sequence your
DNA/RNA sample (see clause 1(c)), you must pay us for the DNA/RNA Services
provided up until the time you tell us that you have changed your
if you cancel after we have started to analyse your DNA/RNA sample (see
clause 1(d)), you must pay us for the DNA/RNA Services provided up
until the time you tell us that you have changed your mind.
Please note that if we have started the processes set out in clause
1.1(b), 1.1(c) or 1.1(d), which are the most expensive steps in the
process, you will be charged for all our services up to and
including that point which will mean that you get a very small
Ending the contract where we are not at fault and there is no
right to change your mind. Even if we are not at fault and you
do not have a right to change your mind (see clauses 7.3 and
7.4), you can still end the contract before it is completed,
but you may have to pay us compensation. A contract for
services is completed when we have finished providing the DNA/RNA
Services and you have paid for them. If you want to end a
contract before it is completed where we are not at fault and
you have not changed your mind, just contact us to let us know.
The contract will end immediately and we will refund any sums
paid by you for DNA/RNA Services not incurred but we may deduct
reasonable compensation for the net costs we will incur because
of your ending the contract. If you are on a periodic payment
plan and have not yet paid for costs incurred, we will deduct
these costs from your outstanding balance and allow you to pay
the remainder in a single instalment or to put a cancellation
on your account at the relevant time to cover costs incurred
(see clause 10.5).
HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR
Tell us you want to end the contract. To end the contract with us,
please let us know by calling customer services on +447970727222
or email us at firstname.lastname@example.org.
Please provide your name, home address, details of the order and, where available,
your phone number and email address.
Returning the DNA/RNA collection kit after ending the contract. If
you end the contract for any reason after the DNA/RNA collection
kit has been dispatched to you or you have received them, you
must return them to us. Please call customer services on
+447970727222 or email us at
arrange the details of the return. If you are exercising your right to
change your mind you must send off the DNA/RNA collection kit
within 14 days of telling us you wish to end the contract.
When we will pay the costs of return. We will pay the costs of
if the DNA/RNA collection kit is faulty or misdescribed; or
if you are ending the contract because we have told you of an
upcoming change to the DNA/RNA Services or these terms, an error in
pricing or description, a delay in delivery due to events outside
our control or because you have a legal right to do so because of
something we have done wrong.
In all other circumstances (including where you are exercising
your right to change your mind) you must pay the costs of
How we will refund you. We will refund you the price you paid
for the DNA/RNA Services by the method you used for payment.
However, we may make deductions from the price, as described
Deductions from refunds if you are exercising your right to
change your mind. If you are exercising your right to change
We may reduce your refund of the price to reflect any reduction in
the value of the DNA/RNA Services if this has been caused by your
handling the DNA/RNA collection kit in a way which is not permitted by
the requirements specified in our DNA /RNAcollection kit. If we refund
you the price paid before we can inspect the DNA/RNA collection kit and
later discover you have handled it in an unacceptable way, you must
pay us an appropriate amount.
The maximum refund for delivery costs will be the costs of delivery
by the least expensive delivery method we offer.
We may deduct from any refund an amount for the supply of the DNA/RNA
Services for the period for which it was supplied, ending with the
time when you told us you had changed your mind. The amount will be
in proportion to what has been supplied, in comparison with the
full coverage of the contract.
When your refund will be made. We will make any refunds due to
you as soon as possible. If you are exercising your right to
change your mind then:
If the DNA/RNA collection kit has been dispatched to you, your refund
will be made within 14 days from the day on which we receive the
DNA/RNA collection kit back from you or, if earlier, the day on which
you provide us with evidence that you have sent the DNA/RNA collection
kit back to us. For information about how to return a DNA/RNA
collection kit to us, see clause 8.2.
In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
OUR RIGHTS TO END THE CONTRACT
We may end the contract if you break it. We may end the contract
for the DNA/RNA Services at any time by writing to you if:
you do not make any payment to us when it is due;
the DNA/RNA sample is not provided according to the requirements
specified in our DNA/RNA collection kit and we cannot process it to
analyse your epigenetic information; or
you do not, within a reasonable time, collect the DNA/RNA collection
kit from a local collection depot (see clause 6.7).
You must compensate us if you break the contract. If we end the
contract in the situations set out in clause 9.1 we will refund
any money you have paid in advance for the DNA/RNA Services we have
not incurred but we may deduct or charge you reasonable
compensation for the net costs we will incur as a result of
your breaking the contract.
PRICE AND PAYMENT
Where to find the price for the DNA/RNA Services. The price (which
includes VAT) will be the price indicated on the order pages when
you placed your order. We take all reasonable care to ensure that
the price advised to you is correct. However please see clause 10.3
for what happens if we discover an error in the price.
We will pass on changes in the rate of VAT. If the rate of VAT
changes between your order date and the date we deliver the DNA/RNA
collection kit, we will adjust the rate of VAT that you pay,
unless you have already paid for the DNA/RNA Services in full
before the change in the rate of VAT takes effect.
What happens if we got the price wrong. It is always possible
that, despite our best efforts, we may sell our DNA/RNA Services
incorrectly priced. We will normally check prices before
accepting your order so that, where the DNA/RNA Service’s correct
price at your order date is less than our stated price at your
order date, we will charge the lower amount. If the DNA/RNA
Service’s correct price at your order date is higher than the
price stated to you, we will contact you for your instructions
before we accept your order. If we accept and process your
order where a pricing error is obvious and unmistakeable and
could reasonably have been recognised by you as a mispricing,
we may end the contract, refund you any sums you have paid and
require the return of the DNA collection kit provided to you.
When you must pay and how you must pay. You must pay for the
DNA/RNA Services before we dispatch the DNA/RNA collection kit to you.
Your credit or debit card will be charged at the time of order.
How terms differ for users on periodic payment plans. If you
are on a monthly (or other periodic payment plan) your minimum
contract term will be one year. If you choose to terminate our
service before the one year term ends, we will add together all
outstanding monthly (or other periodic) charges for the
remainder of your term and allow you to pay them in one
instalment to cover costs incurred, or to schedule a
cancellation on your account once your periodic payments have
covered costs incurred.
OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
We are responsible to you for foreseeable loss and damage caused by
us. If we fail to comply with these terms, we are responsible for
loss or damage you suffer that is a foreseeable result of our
breaking this contract or our failing to use reasonable care and
skill, but we are not responsible for any loss or damage that is
not foreseeable. Loss or damage is foreseeable if either it is
obvious that it will happen or if, at the time the contract was
made, both we and you knew it might happen.
We do not exclude or limit in any way our liability to you
where it would be unlawful to do so. This includes liability
for death or personal injury caused by our negligence or the
negligence of our employees, agents or subcontractors; for
fraud or fraudulent misrepresentation; for breach of your legal
rights in relation to the DNA/RNA Services (including the right to
receive DNA/RNA Services which are: as described and match
information we provided to you; of satisfactory quality; fit
for any particular purpose made known to us; and supplied with
reasonable skill and care) and for defective DNA/RNA collection
kits under the Consumer Protection Act 1987.
We are not liable for business losses. We only supply the DNA/RNA
Services for domestic and private use. If you use the DNA/RNA
Services for any commercial, business or re-sale purpose we
will have no liability to you for any loss of profit, loss of
business, business interruption, or loss of business
HOW WE MAY USE YOUR PERSONAL DATA
We will only use your personal data as set out in our
OTHER IMPORTANT TERMS
We may transfer this agreement to someone else. We may transfer our
rights and obligations under these terms to another organisation.
We will always tell you in writing if this happens and we will
ensure that the transfer will not affect your rights under the
You need our consent to transfer your rights to someone else.
You may only transfer your rights or your obligations under
these terms to another person if we agree to this in writing.
Nobody else has any rights under this. This contract is between
you and us. No other person shall have any rights to enforce
any of its terms.
If a court finds part of this contract illegal, the rest will
continue in force. Each of the paragraphs of these terms
operates separately. If any court or relevant authority decides
that any of them are unlawful, the remaining paragraphs will
remain in full force and effect.
Even if we delay in enforcing this contract, we can still
enforce it later. If we do not insist immediately that you do
anything you are required to do under these terms, or if we
delay in taking steps against you in respect of your breaking
this contract, that will not mean that you do not have to do
those things and it will not prevent us taking steps against
you at a later date.
Which laws apply to this contract and where you may bring legal
proceedings. These terms are governed by English law and you
can bring legal proceedings in respect of the DNA/RNA Services in
the English courts. If you live in Scotland you can bring legal
proceedings in respect of the DNA/RNA Services in either the
Scottish or the English courts. If you live in Northern Ireland
you can bring legal proceedings in respect of the DNA/RNA Services
in either the Northern Irish or the English courts.