Version KK-PAR-2026-01 · Effective from September 14, 2026 · Replaces the previous version ·
GENELINK, S.L. (trading as «Koko Genetics»), Tax ID (NIF) B98649494, Calle Arquitecto Mora 5, 2nd floor, door 4, 46010 Valencia, Spain · info@kokogenetics.com · Telephone: +34 960 090 596.
This Policy forms part of the contract together with the Legal Terms and the Informed Consent, and is available on the Website before purchase. It explains the technology we use to analyse your animal's sample, how that technology evolves, how reports are updated, and what happens if a sample does not meet the minimum quality criteria.
1. Purpose and scope
1.1 The aim of Koko Genetics is to enable anyone to access genetic information about their companion animal from anywhere and share it with their trusted veterinarian. To do this, we maintain a platform that stores, interprets and updates that information.
1.2 This Policy applies to Koko Genetics products insofar as they are available for the relevant species and country.
1.3 The terms of purchase, payment, included updates and withdrawal are set out in the Legal Terms. The scope, limitations and data processing are set out in the Informed Consent. In the event of any discrepancy, those documents shall prevail in the matters they govern.
2. Analysis technology
2.1 The analysis is performed by genotyping with a proprietary microarray developed using Thermo Fisher technology, which directly interrogates approximately 60,000 genetic markers.
2.2 From these measured markers, approximately 585,000 additional positions are estimated using statistical imputation algorithms. It is important to understand the difference: imputed markers are not measured directly, but are inferred from the measured markers and reference populations, with the uncertainty this entails. Their reliability depends on the species, breed and representation of that population in the reference databases.
2.3 The product analyses a defined set of markers and not the complete genome. It may not detect rare, novel or structural variants, or variants not included in the version used. The validity of an association may differ between breeds and species.
2.4 We apply quality controls in the laboratory and during data processing, but no genetic technique is infallible. The full limitations are described in the Informed Consent.
2.5 As technology evolves, we may introduce broader genotyping chips, new reference databases or high-throughput sequencing techniques. These improvements apply to analyses performed after their implementation and do not, by themselves, create a right to repeat an analysis already issued free of charge.
3. Chip versions and support
3.1 The chip version used to analyse the sample is indicated in your private area.
3.2 We continue to support previous versions for as long as this is technically and reasonably possible, so that reports remain available and can continue to be updated under the terms of section 4.
3.3 If a version can no longer be maintained for technical reasons or because the supplier is unavailable, we will notify you with reasonable advance notice, explain which functions are affected and offer the available alternatives. Your rights of access and portability are not affected.
3.4 Voluntary change to a more recent version. If you would like the information to be obtained using a more recent chip or another technology, write to us at info@kokogenetics.com and we will tell you the options currently available. A change of technology requires a new analysis and, unless otherwise stated, a new sample, at the current price and conditions, which will be communicated to you before you confirm anything. The change does not remove previous reports, which remain identified by their version and date.
4. Updating the interpretation of reports
4.1 Breed assignments, trait associations and variant classifications depend on the databases and models in force at the time of analysis and are reviewed periodically.
4.2 We may update the interpretative content of reports without requiring a new sample, within the functions included in your product and in accordance with the updates section of the Legal Terms. Each report is identified by version and date.
4.3 An update may modify, qualify or withdraw a previous result: a breed may be reassigned, an estimated relationship may change and a variant may be reclassified. This is part of the nature of the analysis and does not constitute an error in the previous report.
4.4 We do not assume an obligation to contact you individually every time an interpretative change occurs. We will do so when a quality control reveals a material error affecting one of your results, in which case we may correct it, temporarily withdraw it and provide you with the corrected version.
4.5 No result, whether initial or updated, replaces assessment by a veterinarian or confirmation through a validated test in an accredited veterinary laboratory.
5. Minimum sample quality criteria
5.1 To issue reliable results, the sample must meet the current minimum quality criteria. These are currently:
• Obtained DNA concentration above 50 ng/µl.
• Call rate above 0.95.
5.2 These criteria reflect the state of the art and our quality management system and may be updated. The criteria in force at the time of analysis will apply and will appear in the published version of this Policy.
6. What happens if a sample does not meet the criteria
6.1 In most cases, a single sample is sufficient. On some occasions, the quantity or quality of the DNA obtained does not meet the minimum criteria. This is usually due to incorrect collection —the animal having been fed shortly beforehand, contact with another animal or a person, contamination with food or residues, insufficient quantity— or to factors related to the animal itself, such as dry mucosa, infections or certain health conditions.
6.2 The laboratory may also reject or declare uninterpretable a sample that is degraded, mixed, from the wrong species or incompatible with the controls.
6.3 If the first analysis does not produce usable results and the sample was collected and sent correctly through the authorised route, we will offer you a new kit free of charge to repeat the collection, extraction and analysis.
6.4 Maximum number of samples. Unless a different legal remedy applies, a maximum of three samples are accepted for the same order: the initial sample, the first free repeat where applicable, and a third sample only if we offer it to you, which may be chargeable depending on the cause of the failure. A fourth sample is not processed under the same order.
6.5 If, after that maximum, it is not possible to deliver the analysis and the cause is not attributable to you, the refund or other legal remedy applicable under section 8 will apply.
6.6 Repeating the sample collection does not guarantee a satisfactory result. In exceptional cases, it is not possible to obtain results from saliva or a buccal swab and a blood sample collected by a professional would be required. Koko Genetics does not provide a blood collection service and does not assume its costs or risks, unless expressly offered.
6.7 The free repeat does not replace statutory remedies for lack of conformity.
7. When the repeat is not free of charge
7.1 The repeat will not be free of charge when the invalidity results from a breach attributable to you of the instructions on collection, storage, quantity, identification, labelling, time limits or shipping.
7.2 Attribution must be supported by an objectively verifiable factor: an expired or unregistered kit, incorrect label or return route, shipment outside the time limit, a manifestly contaminated or tampered sample, mixing of animals or the wrong species. In the absence of such a factor, the incident will be treated as not attributable to you and the repeat will be free of charge in accordance with section 6.
7.3 Before charging any amount, we will inform you of the price of the materials, logistics and, where applicable, the new processing, and we will not apply the charge without your confirmation.
7.4 If the collection material is accidentally damaged during sampling, the replacement scheme provided for in the Legal Terms applies: a free kit is not sent, but a voucher is provided covering the material and its shipment, without charging again for the analysis service.
7.5 If the authorised carrier loses the sample after you have provided proof of correct handover, the repeat is free of charge.
8. Response deadlines and refund
8.1 You have three months from our email to tell us whether you wish to repeat the sample or terminate the contract. If we do not receive a response, we will send you a reminder before that period expires.
8.2 Once the three months have elapsed without a response, we will administratively close the incident and will not reserve materials or laboratory capacity for that order. This closure does not extinguish any rights granted to you as a consumer by applicable law: if you write to us later, we will assess your request in accordance with this Policy and the applicable law.
8.3 When the inability to issue results is not attributable to you and you choose to terminate the contract instead of repeating the sample, we will refund the amount paid for the analysis service. Logistics or handling charges actually incurred may only be excluded if you were informed of them in advance and the law permits it.
8.4 The refund is made using the same payment method used for the purchase, unless otherwise agreed, within 14 calendar days after you notify us of your decision.
8.5 The foregoing is without prejudice to the right of withdrawal and the statutory guarantee of conformity, which are governed by the Legal Terms and are not limited by this Policy.
9. Cases in which results cannot be issued
9.1 In addition to sample quality, it may be impossible to issue results if the sample is received damaged or after the deadline, if the kit has expired, if it has not been registered, if its link to an account and an animal cannot be verified, or if there is a reasonable dispute over ownership of the animal.
9.2 In such cases, we will notify you, indicating the cause and the options available. When the cause is not attributable to you, sections 6 to 8 apply.
10. Unused and expired kits
10.1 You must register the kit and send the sample within 12 months of purchase and, in all cases, before the expiry date printed on the material. Once the first of these limits has been exceeded, we cannot guarantee the viability of collection or the validity of the analysis, and this Policy does not entitle you to a free repeat.
10.2 If your kit has expired unused, write to us: we will inform you of the current conditions for purchasing replacement materials.
11. How we inform you
11.1 Communications concerning sample incidents, repeats and updates are sent by email to the address associated with your account and, where appropriate, through notices on the platform. It is your responsibility to keep it up to date and accessible.
11.2 We keep a record of these communications within our quality management system.
12. Validity and amendments
12.1 This Policy has a version code and date. Each order is governed by the version in force at the time of purchase, unless a later version is more favourable to you.
12.2 We may update it for technical, scientific, legal or supplier-related reasons. You may request the version history at info@kokogenetics.com.
12.3 For any questions about this Policy: info@kokogenetics.com.