Version PAR-2026-01 · Effective from September 2026 · Replaces the previous version ·
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 sample, how that technology evolves, how your reports are updated, and what happens if a sample does not meet the minimum quality criteria.
GENELINK, S.L. (trading as “tellmeGen”), Tax ID (NIF) B98649494, Arquitecto Mora 5, 2nd floor, door 4, 46010 Valencia, Spain · info@tellmegen.com · Telephone: +34 960 090 596.
1. Purpose and scope
1.1 tellmeGen’s aim is to enable anyone to access their genetic information from anywhere and share it with a healthcare professional they trust. To do this, we maintain a platform that stores, interprets and updates that information.
1.2 This Policy applies to the Starter, Advanced and ULTRA products and to the service for uploading your own genetic data, insofar as they are available in your country.
1.3 The terms for purchase, payment and withdrawal are set out in the Legal Terms. The scope, limitations and processing of your data are set out in the Informed Consent. In the event of any discrepancy, those documents prevail in the matters they regulate.
2. Analysis technology
2.1 Starter and Advanced are analysed using microarray technology. The version currently in use evaluates approximately 750,000 genetic markers and includes around 10,000 variants selected by our scientific team. These figures are approximate, relate to the current chip version and may vary between versions.
2.2 ULTRA is analysed using whole genome sequencing with an approximate target mean coverage of 30×. This figure is an average target and does not imply 30× coverage at every position in the genome or the detection of all genomic regions or variant types.
2.3 We apply quality controls in the laboratory and during data processing. No genetic technique detects every possible variant: the limitations of each product are described in the Informed Consent and on the service limitations page.
2.4 As technology evolves, we may introduce broader platforms or high-throughput sequencing techniques. These improvements apply to analyses performed after they are implemented and do not, by themselves, create a right to repeat an analysis already issued free of charge.
3. Chip versions and support for previous versions
3.1 The chip version used to analyse your sample is shown in your private area.
3.2 We support previous chip versions for as long as this remains technically and reasonably possible, so that your reports remain available and can continue to be updated under the terms of section 5.
3.3 If at any time a version can no longer be maintained for technical reasons or because the supplier no longer supports it, we will notify you with reasonable notice, explain which functions are affected and offer the alternatives available at that time. Your rights of access and data portability are not affected.
4. Voluntary switch to newer technology
4.1 If you would like your information to be obtained using a more recent chip version or whole genome sequencing, write to us at info@tellmegen.com and we will explain the available options.
4.2 A change of technology requires a new analysis and, unless we tell you otherwise, a new sample. The price and conditions in force at the time of the request will apply and will be communicated to you before you confirm anything.
4.3 The change does not delete your previous reports, which remain identified by their version and date while your account is active.
5. Updating the interpretation of your reports
5.1 Scientific evidence evolves and the classification of a variant may change over time. We periodically review our knowledge base and may update the interpretive content of reports without requiring a new sample.
5.2 Each report is identified by a version and date, which indicate the interpretation applicable at that time.
5.3 The availability of updates depends on the product purchased and, for ULTRA, on the current tellmeGen+ plan in accordance with section 14 of the Legal Terms.
5.4 We do not assume an obligation to contact you individually every time an interpretation changes. We will do so, in accordance with the Informed Consent, when we detect an error affecting one of your health results.
5.5 An interpretation update may modify, qualify or withdraw a previous result. No result, whether initial or updated, replaces assessment by a healthcare professional or confirmation using a validated clinical method in an accredited laboratory.
6. Minimum sample quality criteria
6.1 To issue reliable results, the sample must meet the current minimum quality criteria. For microarray analysis, these are currently:
• DNA concentration obtained greater than 50 ng/µl.
• Call rate greater than 0.95.
6.2 Whole genome sequencing is subject to criteria specific to that technology, based on the coverage obtained and sequence quality parameters, as defined in our quality management system and applied consistently to all samples.
6.3 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.
7. What happens if a sample does not meet the quality criteria
7.1 In most cases, a single saliva sample is sufficient. Occasionally, the quantity or quality of the DNA obtained does not meet the minimum criteria. This is usually due to incorrect collection or difficulties in obtaining the sample, such as dry mouth, infections, use of certain medicines or some health conditions.
7.2 If the first analysis does not produce results, we will contact you by email and send you a new kit free of charge to repeat sample collection, DNA extraction and analysis.
7.3 If the second sample also fails to meet the criteria, we will offer you the choice between a third sample collection, also free of charge, or termination of the contract with the refund provided for in section 9.
7.4 After that, any additional analysis you wish to carry out will be charged at the price in force, which we will communicate to you before you confirm it.
7.5 Repeating 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 would be required. tellmeGen does not provide a blood sample collection service.
7.6 If the sample is invalid because you failed to comply with the collection, packaging or shipping instructions—for example, by sending it without the official label—the provisions of section 11 of the Legal Terms will apply and replacement materials will be provided in accordance with that section.
8. Time limits for responding
8.1 You have three months from the date of our email to tell us whether you wish to repeat the sample or terminate the contract. If we receive no response, we will send you a reminder before that period expires.
8.2 Once three months have passed without a response, we will close the case and will not reserve materials or laboratory capacity for that order. This does not prevent you from contacting us later and does not affect any consumer rights granted to you by law: if you write to us later, we will assess your request in accordance with this Policy and the applicable law.
9. Refund
9.1 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.
9.2 The refund will be made using the same payment method used for the purchase, unless otherwise agreed, within 14 calendar days after you notify us of your decision.
9.3 The above 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.
10. Cases in which results cannot be issued
10.1 In addition to sample quality, it may be impossible to issue results if the sample is received damaged or outside the required time limit, if the kit has expired, if it has not been registered on the platform, or if its link to an account cannot be verified.
10.2 In these cases, we will inform you of the reason and the available options. Where the cause is not attributable to you, sections 7 to 9 apply.
11. Samples not sent and expired kits
11.1 We recommend registering the kit and sending the sample within 12 months of purchase. After that period, or after the expiry date printed on the materials, we cannot guarantee the viability of sample collection or the validity of the analysis, and this Policy does not entitle you to a free repeat.
11.2 If your kit has expired unused, write to us and we will explain the current conditions for purchasing replacement materials.
12. How we keep you informed
12.1 Communications concerning sample issues, repeat analyses 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 that address up to date and accessible.
12.2 We keep a record of these communications within our quality management system.
13. Validity and amendments
13.1 This Policy has a version code and date. Each order is subject to the version in force at the time of purchase, unless a later version is more favourable to you.
13.2 We may update it for technical, scientific, legal or supplier-related reasons. You may request the version history at info@tellmegen.com.
13.3 For any questions about this Policy: info@tellmegen.com.