Terms of service

Version KK-TL-2026-01 · Effective from September 14, 2026 · Replaces the previous version ·

These Terms govern use of the Website and the purchase of services from GENELINK, S.L. under the Koko Genetics brand. Please also read the Informed Consent and Privacy Policy before registering a kit. Browsing the Website does not constitute acceptance of a purchase, a contractual amendment, or any voluntary option.

Essential summary before purchase

•      The product, species, total price, taxes, shipping, kit validity and territorial availability are shown before payment.

•      The kit must be registered, used within 12 months of purchase and before the printed expiry date, and returned through the authorised route from the country of purchase.

•      We analyse dog or cat DNA. The reports are for information only and are not a veterinary diagnosis; breed, family tree and relationship estimates are not a pedigree or official parentage determination.

•      Before making clinical, pharmacological, reproductive, neutering or euthanasia decisions, consult a veterinarian and confirm the finding using an appropriate independent method.

•      Included updates carry no additional charge within the species, account and plan purchased while the feature remains compatible and available; they do not include another sample, species or separate product.

•      DNA Connect and any research or development involving data are separate options, disabled by default and revocable under the terms of the Informed Consent.

•      If a sample does not produce results, the controls, repeat options and limits in section 14 will apply, without prejudice to statutory conformity rights.

•      Consumers have 14 calendar days to withdraw, with different rules for the sealed kit, a service that has begun and digital content; early commencement requires a separate action.

1. Who we are

1.1 Website owner and service provider: GENELINK, S.L., owner of Koko Genetics™. Tax ID (NIF) B98649494. Registered office: calle Arquitecto Mora 5, 2nd floor, door 4, 46010 Valencia, Spain.

1.2 Valencia Commercial Registry: volume 9817, book 7099, folio 82, sheet V-160314, entries 1 and 2.

1.3 General contact, support, complaints and product or security incidents: info@kokogenetics.com · Telephone: +34 960 090 596. Data protection: lopd@tellmegen.com. Data Protection Officer: dpo@tellmegen.com.

1.4 This information is provided in accordance with Spanish Law 34/2002 on information society services and electronic commerce. Information on the manufacturer, the person responsible for the product, identification, warnings and safety instructions applicable to the kit is also shown in the offer, on the packaging or in the accompanying documentation.

1.5 Koko Genetics, tellmeGen and Vivabioma are GENELINK brands and may share corporate infrastructure and support. This does not authorise combining data from their services for new purposes; any combination requires prior information and the corresponding legal basis.

1.6 The service is organised from Spain. Laboratories and providers acting on behalf of GENELINK are identified in the current information accessible from the Privacy Policy. Replacing a provider does not broaden purposes or reduce rights.

2. Scope and contractual documents

2.1 These Terms apply to persons who browse the Website, create an account or purchase Koko Genetics kits, analyses, digital content or features.

2.2 A consumer is a person acting mainly for purposes outside their trade, business or profession. Breeders, clinics, veterinarians, shelters, distributors, insurers, researchers and other professional customers are also governed by their specific contract; rights legally reserved for consumers do not extend to anyone acting in a professional capacity.

2.3 The contract consists of the version provided before payment and confirmed on a durable medium:

•      The order summary, including product, species, country, total price, taxes, shipping and specific conditions.

•      These Terms.

•      The Informed Consent for genetic analysis of companion animals.

•      The Privacy Policy and Cookie Policy.

•      The return, repeat and update policies expressly incorporated into the order.

•      The product sheet, scope, technical requirements, validity and limitations shown before purchase.

2.4 For the product, price and specific conditions, the order summary prevails; for purchase, payment, delivery and withdrawal, these Terms; for analysis, samples, scientific limitations and voluntary decisions, the Informed Consent; and for personal data, the Privacy Policy. Mandatory law always prevails.

2.5 Frequently asked questions and educational materials help explain the service but do not replace specific contractual information. Public statements form part of the contract where consumer law so provides.

3. Formation, evidence and storage of the contract

3.1 Before payment, you may review and correct the order. The final button will clearly indicate the obligation to pay. Acceptance of the contract is separate from DNA Connect, research, marketing communications, early commencement and other voluntary options, which will not be preselected.

3.2 By pressing the payment button you place an order. The automatic acknowledgement confirms receipt, not necessarily acceptance. The contract is concluded when we send confirmation or unmistakably begin providing the service.

3.3 Before acceptance, we may reject the order and fully refund any amount charged due to lack of availability, territorial restriction, reasonable suspicion of fraud, a dispute concerning the animal, technical impossibility, a non-genuine kit, or an obvious and objectively recognisable error in the product or price.

3.4 Within a maximum of 24 hours after acceptance, we will send the order confirmation and contractual information on a durable medium. If you do not receive it, you must notify info@kokogenetics.com.

3.5 We retain the accepted version, date, time, order, language and acceptance actions for the statutory periods. You may download your copy from your account or request it from support.

3.6 The contract is concluded in the language shown during the process. An offer remains valid for the stated period or while it remains accessible, unless stock is exhausted, there is an obvious error, or a limitation is communicated before acceptance.

4. Purchases from distributors, gifts and third-party kits

4.1 If you purchase the kit from a distributor or platform independent of GENELINK, that seller is responsible for the physical sale, price, invoice, delivery, withdrawal and statutory conformity obligations that apply to it. The product listing must identify the seller.

4.2 GENELINK provides the analysis and platform when the genuine kit is registered and the current documents are accepted. We may request proof of purchase, the code and information necessary to verify that the kit came from an authorised channel, has not been used and is compatible.

4.3 Counterfeit, tampered, duplicated or already registered kits, kits resold contrary to channel conditions, or kits acquired from an unauthorised source may be rejected for security or fraud reasons. This does not affect any rights the buyer may have against the responsible seller.

4.4 For gifts and multi-item orders, the person who pays is not thereby authorised to register the sample or access results. Each animal must be linked to an authorised person who uses their account and accepts the Informed Consent.

5. Changes to the Terms and the service

5.1 We may publish new Terms for future orders. Each version has a code and date, and you may request the version history from info@kokogenetics.com. Changes do not reduce rights already acquired.

5.2 For ongoing contracts, we will only introduce changes for a valid reason: applicable law; security; prevention of fraud or abuse; scientific or technical developments; interoperability; correction of errors; continuity; replacement of a provider; or territorial adaptation. They will not entail an additional charge unless you expressly accept a new offer.

5.3 Relevant changes will be communicated clearly, on a durable medium and with reasonable notice. If a change to digital content or a digital service adversely affects access or use beyond what is minor, you may terminate without charge within the statutory period, currently 30 days from the communication or the date the change takes effect, whichever is later.

5.4 A scientific reinterpretation, correction of a classification or update to a report does not in itself constitute a contractual amendment or mean that the original data were defective.

5.5 We may change presentation, navigation or configuration and withdraw features for technical, legal or security reasons. If a feature materially included in the product is withdrawn, statutory conformity rules and remedies will apply.

5.6 If a feature is permanently discontinued, we will endeavour to give reasonable notice and allow download of available formats, except in cases of legal urgency, security, technical impossibility or protection of third parties.

6. Account, credentials and Website availability

6.1 You must create an account with accurate, up-to-date information, protect your credentials, not transfer them, and immediately notify us of loss, theft or unauthorised use.

6.2 You are responsible for activity attributable to your account. Each kit and animal must be linked to a profile accepted by the system; a code is single-use and may not be duplicated or transferred except where permitted for gifts, legal succession or written authorisation.

6.3 You may not upload unlawful, malicious or discriminatory content or content that infringes rights; impersonate others; collect user data; send unauthorised advertising; or interfere with the security, capacity or operation of the Website.

6.4 We aim to maintain continuity, but interruptions may occur due to maintenance, security, providers or force majeure. We will restore the service within a reasonable period and communicate relevant incidents where appropriate.

6.5 The product sheet identifies known technical requirements. You must maintain a compatible device, browser, connection and email address and apply reasonable security updates that are communicated to you. We are not responsible for incompatibility caused solely by an environment different from the one disclosed, where that information was properly provided.

6.6 You may report accessibility barriers in purchasing, account use or support to info@kokogenetics.com so that, where appropriate, an alternative means compatible with applicable law can be provided.

7. Products, modules and included updates

7.1 The product is the one identified in the product sheet and order. Depending on species and plan, it may include breed and ancestry, traits, variants associated with hereditary conditions, carrier status, family tree, genetic matches, reports and raw-data formats.

7.2 The terms health, disease, risk, carrier, sensitivity or predisposition describe genetic associations within the analysed scope; by themselves they are not a diagnosis, an individual clinical probability or a treatment recommendation.

7.3 Interpretive updates and features advertised as included or free will be incorporated at no new charge within the same species, account and plan while the data remain compatible and the feature remains available. They do not include a new sample, another species, new hardware or chip, additional sequencing, a separate product, professional consultation or any service identified as separate.

7.4 If an improvement requires a new technique or greater coverage that cannot be obtained from retained data, we may offer a paid upgrade requiring a new sample; declining it does not remove the report already purchased.

7.5 Content may evolve with new evidence. Each report will display a version and date. A new purpose or feature requiring acceptance will not be activated by silence.

8. Breeds, pedigree, family tree and associations

8.1 Breed composition and the family tree are statistical inferences against public or private reference populations. They do not confirm breed purity, actual parents, identity, ownership or documented genealogy.

8.2 Reference populations may not match the standards of canine or feline associations; poorly represented breeds, local populations, admixture and inbreeding reduce resolution and may alter percentages or relationship estimates.

8.3 The report cannot be used to obtain, challenge or prove a pedigree, official parentage, breed in a sale, breeding suitability, commercial value, insurance or registration with an authority. An official test may require different identification and chain-of-custody procedures.

8.4 A discrepancy with a pedigree or another provider does not by itself show that either is incorrect: different references, markers and purposes may be used.

9. Territorial availability and movement of samples

9.1 Availability depends on residence, purchase, delivery, return of the sample, species, laboratory and place of access to results, and is checked before the order is completed.

9.2 Animal biological samples are subject to transport, animal-health, customs and local controls. They must be returned from the country of purchase through the authorised route; contact support before making any exception.

9.3 You must provide your actual location and may not bypass controls by using false addresses, forwarding arrangements, altered labels or unauthorised transfers. Costs or losses attributable to such a route may be charged to the extent legally permitted.

9.4 We may prevent purchases, adapt logistics, withdraw a module or cease operating where we cannot meet requirements. Accessibility of the Website from a territory does not constitute an offer there.

10. Who may purchase, register or submit a sample

10.1 You must be at least 18 years old and have legal capacity to contract.

10.2 You declare that you are the owner or lawful person responsible for the animal, or have sufficient authorisation, and are entitled to submit the sample and receive the results.

10.3 Mere occasional care, physical access, status as a former breeder, clinic, shelter, insurer, prospective buyer or relative does not establish authorisation. We may request documentation, pause the analysis or block the kit where there is a reasonable dispute.

10.4 Clinics, breeders, veterinarians, shelters and other professionals must obtain the owner's authorisation, provide the information and Informed Consent, document any identity and chain of custody they claim, and not present the report as having an official or diagnostic scope that it does not have.

10.5 You may not submit a human sample, a sample from another species, a mixed, substituted or unauthorised sample, or a sample intended to identify a person. We may reject it, retain a minimal incident record and take security or anti-fraud measures.

10.6 You may not purchase the service for resale, copying, reconstruction, systematic competitive benchmarking, training models with protected content, or commercial exploitation without a written agreement. This rule does not limit opinions, criticism, rights in your data or uses permitted by law.

11. Prices, payment, invoicing and promotions

11.1 The total price, taxes, currency, delivery and other costs are shown before payment. Later changes do not affect confirmed orders, except for an obvious error recognised before service provision begins.

11.2 We accept the payment methods indicated on the Website. The payment provider may apply currency conversion or fees independent of GENELINK. Payment must be completed before service provision, unless specific terms state otherwise.

11.3 We issue an electronic invoice using the information provided. The user is responsible for its accuracy and must request any special tax information in good time.

11.4 Codes, discounts, affiliate offers and promotions are governed by their terms, dates and territory; they cannot be combined or exchanged for cash unless expressly stated.

11.5 In the event of non-payment, reversal, chargeback or objective indications of fraud, we may suspend the service while verification takes place. We will claim only actual, documented costs that may legally be passed on; a chargeback does not extinguish a valid debt or the consumer's rights in relation to an improper charge.

12. Shipping, delivery, customs and authorised return

12.1 We arrange shipping to the accepted address. For a consumer, the risk of loss of the kit remains with the seller until physical receipt by the user or designated person, except where the consumer chooses a carrier outside the options offered.

12.2 If the carrier deposits the order at a nearby collection point, you must collect it within the stated period. A return or reshipment caused by failure to collect or an incorrect address may generate the actual cost previously disclosed.

12.3 Where shipping is included, outbound and return shipping are covered when the sample is returned from the country of purchase using the official label. Keep the receipt or first carrier scan; once delivery to the designated carrier is evidenced, we assume responsibility for the return route, except for incorrect packaging or declarations attributable to the user.

12.4 A shipment without the official label, using a different carrier or outside the instructions is beyond our control. We are not responsible for its loss or inability to process it, and this does not by itself create a right to a free replacement, without prejudice to conformity rights regarding the original kit.

12.5 International transactions may involve taxes, duties, inspections or the recipient acting as importer. Known restrictions and costs are disclosed before purchase; those generated by a change or unauthorised route are borne by the person who causes them.

12.6 Logistics times are estimates unless the product sheet describes them as maximum periods. We will notify relevant delays and apply legally required remedies where there is a breach.

13. Kit registration, use and validity

13.1 You must register the kit before collecting or sending the sample. Without registration and account activation, it cannot be linked to the animal and no report can be issued.

13.2 You must follow the instructions on collection, fasting, contact with other animals or people, drying, packaging, identification and return. Food, microorganisms, mixing, temperature, handling or contamination may prevent analysis.

13.3 The kit is single-use. You must keep components out of reach of children and animals where they could be swallowed, not use them for another purpose, and follow warnings on the packaging. Report any accident or safety defect.

13.4 If material is dropped, broken, contaminated or lost through user handling, there is no automatic free replacement. We may offer replacement material or a discount; any cost will be disclosed in advance and this does not affect the warranty for an original defect.

13.5 You must use the kit within 12 months of purchase and, in all cases, before the printed expiry date. If that period expires for reasons attributable to the user, we do not guarantee stability, processing, replacement or analysis without charge; rights relating to any existing lack of conformity remain unaffected.

13.6 We do not physically verify the animal's identity. The report is attributed to the registered animal based on the sample and statements received. Domestic chain of custody is neither official nor forensic.

13.7 Use, destruction and any exceptional retention of the physical sample are governed by the Informed Consent.

14. Processing, quality control, repeats and timelines

14.1 The published results timeframe is an estimate and begins when the laboratory receives a registered sample that passes controls and verification is complete. It is paused while information, authorisation or action by the user is outstanding.

14.2 The laboratory may reject or declare uninterpretable a sample that is insufficient, degraded, contaminated, mixed, from the wrong species or incompatible with controls. A repeat does not guarantee a result.

14.3 If the first attempt does not produce usable data and the sample was collected and sent correctly through the authorised route, we will offer a free repeat or the applicable conformity remedy. You may choose within three months of notification; administrative closure of the offer due to no response does not extinguish mandatory rights.

14.4 If invalidity results from an objective factor attributable to the user, such as an expired or unregistered kit, incorrect return, failure to follow instructions, mixing or obvious contamination, the repeat may be chargeable. The cost of materials, logistics and processing will be disclosed in advance.

14.5 Unless a different legal remedy applies, a maximum of three samples will be accepted for the same order: the initial sample, one free repeat where applicable, and a third only if we offer it, which may be chargeable depending on the cause of failure. A fourth sample will not be processed under the same order.

14.6 If, after the maximum number of attempts, the analysis cannot be delivered and the cause is not attributable to the user, the applicable refund or legal remedy will be provided. Logistics or handling amounts actually supplied may be excluded only if this was disclosed and the law permits it.

14.7 In exceptional cases, a blood sample collected by a professional may be recommended. GENELINK does not provide blood collection or assume its costs or risks unless expressly offered.

14.8 Quality indicators and techniques may vary by platform and version. Current criteria are documented internally and the version used is identified in the account or report where appropriate.

15. Delivery, versions and correction of results

15.1 Results are delivered digitally in the customer area. You should keep your own downloaded copy of any documents you need.

15.2 Reports are identified by version and date. We may update them due to new evidence, methodology, reference databases or corrections within the product scope.

15.3 If we identify a material error, we may temporarily withdraw the report, correct it, reissue it and identify the superseded version. Where reasonable, we will retain a version history.

15.4 A scientific update may change a classification without the sample or original data having been defective. We do not undertake to notify each publication individually, but we will notify known material errors affecting an issued result where appropriate.

16. Downloads, raw data and retention

16.1 You may download the reports and formats offered for the product. Raw data are a technical output, may contain incomplete or unvalidated calls, and are not equivalent to a clinical report.

16.2 Access remains available while the account and service are active. Deletion of technical data or account closure may prevent future updates, DNA Connect, support or reanalysis without a new sample; you will be warned before it is carried out.

16.3 Downloading does not transfer software, code, models, parameters, taxonomies, reference databases or third-party content. Statutory portability concerns personal data in the cases provided by law.

16.4 Retention, restriction, deletion and backup cycles are governed by the Informed Consent and Privacy Policy. Tax, quality, security, fraud-prevention or legal-defence obligations may justify limited retention with restricted access.

17. DNA Connect, profiles, messaging and moderation

17.1 DNA Connect is disabled until you activate it through a separate option. Where included with the product, its use carries no additional charge while the feature remains available and the account complies with these Terms.

17.2 Matches are estimates, not official proof. They may be ambiguous, incorrect, change as the database changes or fail to appear. Other users may provide false information, not respond or misinterpret a relationship.

17.3 You retain rights in texts, names, photographs or other content you provide. While they remain published, you grant us a non-exclusive, worldwide, royalty-free licence limited to hosting them, technically reproducing them, displaying them to the recipients you choose, moderating them and operating DNA Connect. You declare that you are authorised to provide them.

17.4 You may not use profiles or messaging for harassment, threats, impersonation, fraud, unauthorised sales, bulk extraction, unlawful content, third-party data without permission, or contact contrary to the recipient's preferences.

17.5 We may use automated filters and proportionate human review to detect spam, fraud, abuse, risk or infringements; limit visibility, remove content, block messages or suspend accounts. Where digital-services legislation applies, we will explain the reason and available internal or external avenues of challenge, except where prohibited for legal or security reasons.

17.6 You may report allegedly unlawful content to info@kokogenetics.com by identifying the profile, message or item, its location, grounds, contact details and a good-faith statement. We will assess it diligently, objectively and proportionately, without a general obligation to monitor.

17.7 Disabling DNA Connect stops future visible comparisons and removes the profile from the active index within a reasonable technical period. It does not delete messages, notifications, screenshots or copies already lawfully received by other users.

17.8 We are not responsible for conduct, agreements, sales, meetings or disputes between users where they do not arise from our own breach. Do not provide payments or sensitive data to strangers and report abuse.

18. Professional Access and third-party services

18.1 If Professional Access is offered, you identify the veterinarian or recipient, scope and duration. Authorisation is requested when activating it and may be revoked; it is not inferred from these Terms.

18.2 Revocation prevents future access through the platform but does not erase copies lawfully downloaded or incorporated into a medical record or file.

18.3 GENELINK is responsible for operation of its platform. The professional or third party is responsible for their qualifications, confidentiality, interpretation, decisions and subsequent retention, unless a professional service has been expressly contracted from GENELINK.

18.4 Links, tools, confirmatory laboratories and third-party services are provided for reference. We do not control their availability, security, terms or conclusions, and their inclusion does not imply sponsorship. Verify the recipient before sharing or uploading information.

19. Withdrawal, returns and early commencement

19.1 An order may include a physical item, logistics, analysis and digital content or a digital service. Each component retains its own legal regime; an exception applying to one does not automatically extend to the others.

19.2 Consumers have 14 calendar days to withdraw without giving a reason. For the kit, the period begins on physical possession; for the service, on conclusion of the contract.

19.3 You may use the form in Annex I, any unequivocal statement sent to info@kokogenetics.com, or any online function made available. We will acknowledge receipt on a durable medium.

19.4 We will only begin the analysis during the withdrawal period if you request this through a separate action. If you withdraw before completion, you may owe a proportionate amount for the service actually provided where legal requirements are met.

19.5 The right of withdrawal for a fully performed service is lost only where performance began with prior express consent and acknowledgement that the right would be lost upon completion. Immediate supply of non-physical digital content likewise requires the separate consent and acknowledgement required by law.

19.6 Sealed material that is unsuitable for return for health or hygiene reasons may be excluded from withdrawal once unsealed. The exception applies to the opened physical component; it does not by itself remove the right in relation to an analysis not yet started or the conformity guarantee.

19.7 If the kit remains sealed, return it within 14 days after notifying withdrawal. We will refund the amount legally due, including standard delivery where applicable, using the same payment method. We may withhold the refund for the goods until we receive them or you provide evidence of shipment. The direct cost of return is borne by the consumer if this was disclosed in advance, except in the event of a defect.

19.8 If you purchased from a third-party seller, you must exercise the right of withdrawal for the physical sale with that seller, without prejudice to any obligations GENELINK has directly assumed for the analysis.

20. Conformity, warranty and product safety

20.1 Kits are covered by the statutory guarantee. In Spain, lack of conformity in goods may become apparent within three years of delivery; for digital content or services supplied on a one-off basis, within two years; and for continuous supply, during the contracted period, without prejudice to mandatory territorial rules.

20.2 Bringing into conformity, price reduction, termination, refund and other remedies apply in accordance with the law. Commercial repeats do not replace those remedies, and an additional warranty does not limit the statutory guarantee.

20.3 You must follow safety instructions and warnings. If you detect abnormal breakage, material contamination, a dangerous component, incorrect labelling, an accident or a risk, stop using it, retain the product and lot where safe to do so, and notify us immediately.

20.4 We may issue safety notices, quarantine lots, request return or carry out recalls. Where we can identify you, we will contact you without undue delay and offer the free and timely remedies required by law.

20.5 The validity date limits the expected stability of a consumable, but does not exclude responsibility for a defect existing at delivery or for incorrect information or instructions.

21. Nature of the service and veterinary decisions

21.1 Reports are informational and educational. They do not constitute a veterinary diagnosis, do not confirm or exclude disease, and do not replace examination, clinical history, confirmatory testing or professional judgement.

21.2 No technique is infallible. We do not guarantee 100% accuracy, a particular breed, variant, relative, percentage, diagnosis, benefit or outcome where the scientific nature of the service makes such a guarantee impossible.

21.3 Before diagnosis, treatment, medication, a therapeutic diet, neutering, exclusion from breeding, abandonment, transfer, insurance or euthanasia, a veterinarian must assess the result and, using a new sample and an appropriate independent method, confirm any finding on which the decision depends.

21.4 Scientific limitations, penetrance, expressivity, false results, technical scope, raw data and welfare considerations are detailed in the Informed Consent.

22. Licence, intellectual property, mining and prohibited uses

22.1 The Website, texts, photographs, graphics, reports, taxonomies, interfaces, software, code, models, trademarks and databases belong to GENELINK or its licensors and are protected. Access does not transfer ownership.

22.2 You receive a personal, limited, non-exclusive and non-transferable licence to view and download the included reports, retain a copy and share it privately with your veterinarian or personal circle. No code, models, knowledge bases or commercial exploitation rights are transferred.

22.3 Technical information about the animal that you provide or that is generated may be downloaded in the formats offered. Distinguishing your data from the structure, selection, explanation, presentation and protected elements of the report does not authorise copying those protected elements.

22.4 GENELINK reserves, including by machine-readable means where appropriate, text and data mining rights over works, databases and content, without affecting statutory exceptions or users' rights in their data.

22.5 Without written authorisation and except where permitted by law, the following are prohibited:

•      Publishing, reselling, sublicensing, commercially exploiting or providing systematic access to reports, content, kits or accounts.

•      Bulk extraction of data, scraping, using bots, automating queries or bypassing limits, geoblocking, authentication, security or payments.

•      Reverse engineering, decompiling or reconstructing algorithms, models, taxonomies or databases, except where an exception cannot legally be waived.

•      Training, fine-tuning, evaluating or feeding artificial-intelligence systems with reports, texts, metadata, structure or protected content.

•      Creating or improving competing products through systematic use of our content, taxonomies, comparison tools or report structure.

•      Presenting a report as official proof of breed, pedigree, parentage or identity, altering its version, or attributing modified statements to Koko Genetics.

22.6 These prohibitions do not prevent you from exercising rights in your data, communicating information to a professional, making a lawful private copy, expressing opinions or criticism, or making uses that cannot legally be restricted.

23. External files, links and third-party content

23.1 Where uploading data from another provider is permitted, you declare that they relate to the stated animal and that you are entitled to provide them. You authorise the technical operations required for the requested service.

23.2 We do not verify the identity, chain of custody, technique, coverage, integrity or quality of the original provider. The file may be incompatible, incomplete or produce fewer reports, and does not validate the original analysis.

23.3 Third-party tools may produce different interpretations. GENELINK does not control their terms, security or conclusions. Uploading or downloading data outside Koko Genetics is governed by your relationship with that third party.

23.4 You may link to the home page without frames, reproduction, unauthorised branding or an appearance of sponsorship. External links on the Website do not imply endorsement and are governed by the third party.

24. Data protection, research and artificial intelligence

24.1 Processing of personal data, technical animal data and samples is governed by the Informed Consent and Privacy Policy. Non-essential cookies are governed by the Cookie Policy and the corresponding choice.

24.2 DNA Connect, internal research, external scientific research and commercial development are voluntary and independent categories. They are processed only in accordance with the specific option activated; withdrawing it does not affect the main service or invalidate lawful processing already carried out.

24.3 Where authorised, data will be minimised and pseudonymised or anonymised as appropriate to the project in order to validate and improve reports, databases, algorithms or artificial-intelligence systems. A materially new purpose requires its own information and legal basis.

24.4 These options do not include research using the physical sample, marketing communications, Professional Access or combination with tellmeGen or Vivabioma, each of which requires its own basis and, where appropriate, a separate action.

24.5 Isolated animal DNA is not genetic data of a natural person within the meaning of the GDPR; the account, contacts, messages, ownership information, questionnaires and linked results may, however, constitute personal data. Any incidental human signal is not interpreted or included in the report and is handled in accordance with the Informed Consent.

25. Suspension, cancellation and account closure

25.1 We may suspend processing, content, messaging or the account, giving notice where possible, due to fraud, non-payment, risk, unauthorised access, a sample submitted without entitlement, serious or repeated breach, prohibited use, unlawful content or territorial circumvention.

25.2 The measure will be necessary and proportionate. If the breach can be remedied, we will allow a reasonable period; where there is urgent risk, a legal obligation or a need to protect third parties, we may act immediately.

25.3 Before permanent closure, we will allow download of available formats unless prevented by law, security, third-party rights or a fraud investigation. Cancellation does not erase lawful copies held by recipients or data that must remain restricted.

25.4 You may close your account. The consequences for reports, updates, DNA Connect, messages and data will be explained beforehand and are governed by the Informed Consent and Privacy Policy.

25.5 Closure does not extinguish overdue amounts, existing claims or provisions that by their nature must survive, including intellectual property, evidence, liability and applicable law.

26. Liability

26.1 GENELINK is responsible for providing the service in accordance with the order, these Terms, the Informed Consent, the described technique and applicable law.

26.2 To the extent that damage does not arise from our own breach, we are not responsible for false information; another animal's sample, or a sample that was poorly collected or misidentified; unauthorised shipping; use of external files or services; voluntary disclosure; decisions contrary to section 21; conduct of users in DNA Connect; or prohibited uses.

26.3 We are also not responsible for interruptions or delays caused exclusively by the Internet, the user's equipment or environment, force majeure, or unavoidable third-party interference despite appropriate measures.

26.4 For customers who are not consumers, and where permitted by law, aggregate contractual liability for foreseeable direct damage and non-essential obligations is limited to the amount paid for the affected service; loss of profit and indirect losses are excluded. A professional contract may establish a different limit.

26.5 Nothing excludes fraud or gross negligence; death or personal injury caused by negligence; defective products; lack of conformity; attributable breaches of data or confidentiality obligations; essential obligations; or rights that cannot be limited. For consumers, any limitation applies only to the extent legally permitted.

26.6 Each party will take reasonable measures to prevent or mitigate damage and will report incidents with sufficient information, without shortening statutory periods or conditioning mandatory rights.

27. Subcontracting, assignment and change of control

27.1 We may use laboratories and providers of infrastructure, hosting, payments, logistics, messaging and support, while remaining responsible to you for our obligations.

27.2 We may assign the contract in a merger, demerger, financing, restructuring, asset sale or transfer of the business or brand, provided the successor assumes the obligations, does not reduce rights and imposes no cost. We will inform you on a durable medium without undue delay and, wherever possible, before the successor begins processing your data.

27.3 This clause does not authorise a standalone sale of data or samples. During preliminary negotiation and audit stages, only aggregated, statistical or strictly necessary pseudonymised data may be shared, under a confidentiality agreement and access controls, and individually identifiable records will never be disclosed. Any subsequent transfer is governed by the Informed Consent, Privacy Policy and law.

27.4 The account is personal. You may not assign it or transfer the contract except for an authorised gift, legal succession or written consent.

28. Force majeure and continuity

28.1 Neither party is responsible for delay caused by events beyond its reasonable control, such as disasters, epidemics, conflicts, acts of authorities, widespread telecommunications, energy or transport failures, critical provider incidents, or cyberattacks that are unavoidable despite appropriate measures.

28.2 The affected party will provide notice without unreasonable delay and seek to resume performance. If the cause persists and materially frustrates the contract, either party may terminate the affected part with a refund of amounts paid for services not provided, without prejudice to mandatory rights.

29. Support, complaints, security and alternative dispute resolution

29.1 You may request information or submit a complaint to info@kokogenetics.com or to the address in section 1. We will provide a reference and acknowledgement on a durable medium.

29.2 We will respond as soon as possible and, for consumer complaints, no later than one month after submission or any shorter mandatory period.

29.3 If the complaint is not resolved satisfactorily, we will provide information on the competent accredited alternative dispute-resolution body where there is an obligation to submit to, participate in or accept the case. You may also contact consumer-protection authorities, arbitration boards where applicable and the relevant European Consumer Centre. These routes do not exclude court proceedings.

29.4 Security incidents, unlawful content, erroneous samples or results, accidents or kit risks must be reported to the same address, providing the order, lot, profile or affected item and the information necessary to investigate.

30. Communications and electronic evidence

30.1 Contractual communications will be sent to the email address associated with the account or through notices on the platform. You must keep your address and information up to date and check email filters.

30.2 Where the law requires a durable medium, the communication will allow its content to be stored and reproduced. A notice merely visible on the Website does not satisfy that requirement.

30.3 Records of orders, versions, checkboxes, activations, withdrawals, notices and operations may be admitted as evidence, without creating an irrebuttable presumption or preventing contrary evidence.

31. Other provisions

31.1 Severability. If a provision is void or unenforceable, the remainder remains valid and will be interpreted or replaced within the law and the legitimate economic purpose.

31.2 No waiver. Failure to exercise a right at any time does not constitute a future waiver.

31.3 Entire agreement. The documents in section 2.3 constitute the agreement regarding their subject matter, without excluding public statements or rights that the law necessarily incorporates.

31.4 Headings aid readability and do not alter the content. References to writing or a durable medium include electronic means that meet statutory requirements.

31.5 Except where the law provides otherwise, the contract does not confer rights on third parties other than the authorised holder, GENELINK, its successors and expressly identified beneficiaries.

32. Languages, applicable law and courts

32.1 The original version of these Terms is Spanish. The version shown and accepted forms part of the contract; the Spanish original is used to resolve doubts without depriving the consumer of the more favourable interpretation or mandatory rule that applies.

32.2 Spanish law applies, including Law 34/2002, Law 7/1998 and legislation on consumers, data and digital services, without depriving consumers of mandatory protection in their habitual country of residence.

32.3 Consumers may bring proceedings before the courts with legal jurisdiction at their domicile. In non-consumer relationships, the parties submit, where permitted by law, to the Courts and Tribunals of Valencia, Spain.

Annex I. Model withdrawal form

Complete and send this form only if you wish to withdraw. You may use any other unequivocal statement.

For the attention of GENELINK, S.L., calle Arquitecto Mora 5, 2nd floor, door 4, 46010 Valencia, Spain · info@kokogenetics.com

I hereby give notice that I withdraw from my contract of sale for the following goods or for the provision of the following service: ______________________________

Order number: ______________________________

Ordered on: __________________ / received on: __________________

Consumer's name: ________________________________________________

Consumer's address: ______________________________________________

Email associated with the order: _____________________________________________

Consumer's signature (only if this form is submitted on paper): _____________________

Date: __________________