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GENERAL TERMS AND CONDITIONS

TILIA LABORATORIES s.r.o., a Company registered by the Municipal Court in Prague, C 220524; ID: 02527553, Registered office: 5. května 44, 273 08 Pchery, Czech Republic

The Customer confirms by his/her order that he/she has become familiar with the following terms and conditions and agrees with them in their entirety.

Basic terms

Provider means TILIA LABORATORIES s. r.o.
The Customer shall mean the Customer of TILIA LABORATORIES s. r.o.
Order means an order in any form (typically an on-line order form, electronic mail or a written order form, etc.).
The performance of the Provider is understood to mean the service provided by the Provider to the Client (examination, test, analysis, etc.) based on the contractual arrangement of the parties, respectively on the basis of an order sent by the Customer, confirmed by the Provider. The performance may also be a lecture, seminar, etc.
The result is the result of the performance (examination, test, analysis, etc.) of the Provider, i.e. a hard copy document or an electronic document, sent by the Provider to the Client.

Sampling of biological material

The Provider carries out the investigation of samples taken by veterinarians or other persons (breeder, owner, etc.). The Provider does not typically take samples of biological material in its premises. The purchaser is responsible for the correct sampling procedure.

Sample transport

Transport of samples to the Provider is done by courier or postal service; contact information is provided in the Contacts section of the Provider´s website. Upon prior telephone agreement it is possible to deliver the material for examination also in person by the Customer or by a person authorized by him.

Reception of samples by the laboratory

If the Customer states his/her e-mail when registering/ordering, he/she will be informed of the receipt of the order by his/her respective e-mail.
In case of insufficient quality or quantity of biological material sent, or changes in the clinical indication based on the prior written or oral (telephone) agreement of the Customer with the Provider, the Customer may be asked for a new sample.
After receiving the sample by the Provider, the sample becomes the property of the Provider and can be further used, for example, for internal quality control purposes or for research purposes, if appropriate.

Refusal to perform an analysis

The Provider will not carry out the ordered examination if the biological material/sample is not delivered, or if an unsuitable type or amount of material/sample was collected by the Customer for the examination.
The Provider shall refuse to carry out a sample examination in the event of its incorrect identification, which makes it impossible to identify the sample unambiguously.
The Provider may further refuse to perform a sample examination in case of damage and contamination of the sample during transport or when the sample is delivered in an unsuitable packaging (contamination, leaks, unsuitable package material, etc.).
Any refusal to perform the examination is decided by the head of the laboratory, who subsequently informs the Client without undue delay of the proposal of further procedure.

Canceling examination / test / analysis

The order can only be canceled completely and without payment before the sample is taken over by the Provider.
In case of taking the sample by the Provider and starting the examination, the agreed price will be charged according to the extent of the examination.

Canceling lecture / training event

The Client may cancel his/her participation in the lecture/educational event; cancellation based on telephone agreement will not be accepted.
If canceled up to 14 days before the scheduled lecture/educational event, no cancellation fee is charged, only a handling fee of 50 CZK.
Cancellation within 7 days prior to the scheduled lecture/educational event is subject to a cancellation fee of 100 CZK.
If canceled later, the cancellation fee is 100% of the registration fee.

Service Cost

Prices for services/examinations are listed on the Provider´s website. Service Invoices issued by the Provider are due 14 days after they are issued. If the Client defaults on payment, the Contracting Parties have agreed on a contractual default interest of 0.1% per day on the outstanding amount for each day of delay.
The Parties have agreed that the Client is not entitled to unilaterally offset its claims against the Provider with the due invoice issued by the Provider, unless the Provider expressly acknowledges the Provider´s commitment to the reason as well, as above.
In the event that the Client does not provide the Provider with the assistance necessary to fulfill the Provider´s obligations, the Provider shall be entitled to postpone the provision of the ordered service until the co-operation is provided and to charge the Client the costs demonstrably incurred. Prices for the provision of the service are set out in the Provider´s price list valid as of the date of order creation.
The results are sent electronically as standard; a fee of CZK 45 within the Czech Republic, CZK 250 outside the Czech Republic will be charged for sending by postal services.

Payment method

By deposit on account
Transfer from Account
Paypal
By credit card (after the payment gateway is launched on the Provider´s website)

Results

The examination result always refers only to the item being tested.
The Client is entitled to use the results issued by the Provider without any restriction, from the moment they were sent to the Client by the Provider. The examination result report can only be reproduced in its entirety. The Provider is entitled to use the results exclusively for its internal purposes.
After one year from the date of sending the results to the Client by the Provider (in the case of the Client´s consent), the Provider is also entitled to use these results without limitation at its discretion, even for the benefit of third parties, while maintaining the principles of personal data protection under applicable legislation .
The Provider is entitled to use know-how, work procedures, work methodology, software and experience for its purposes or for the purposes of third parties indefinitely, even if they have been involved in activities based on a contractual agreement with the Client.
The Provider undertakes to send the Client the results within a reasonable time, taking into account their nature and availability.

Examination responsibility

The Provider is responsible for the quality of the test results.
The Provider is not responsible for whether the identity of the individual from whom the sample was taken has been properly verified, or whether the sample has been misidentified during the process of sampling by the Customer.
The Provider is liable for damage only in relation to actual damage, but not in relation to lost profits or any indirect or consequential damages.
Under no circumstances shall the Provider be liable for any consequences resulting from the use of the conclusions and test results or for their incorrect interpretation.
The Provider shall not be liable for any damage caused by incorrect interpretation of the results of the examination by the Client and any other damages arising from the above.

Claims and complaints

The Complaint Procedure Rules stipulate the conditions, scope and manner of exercising the Provider´s liability for defective service results, in accordance with Act No. 89/2012 Coll., Civil Code and Act no. 634/1992 Coll., On Consumer Protection.
The principle of claiming results corresponds to the common practice of service Providers of a similar nature.
The Client may claim the result of the examination without undue delay after having discovered the defect, and at the latest within two years from the date of issue of the result report.
When claiming results that may by their nature have variable values in time (microbiological etiological agent examination), the Customer must attach the result of the second laboratory that performed the same type of examination on the same sample type (according to the principle of so-called paired samples).

Claim method

The complaint is submitted in writing, by sending it to the Provider´s address, or by electronic mail.
If the conditions for complaints are properly documented by the Client, the Provider shall initiate the Complaint Procedure without undue delay.
The Provider will handle the complaint within 30 days from the commencement of the complaint procedure, unless the Client approves of a longer period. The Client shall inform the Client in writing about the result of the complaint by sending it to the Client´s address or by electronic mail.
The Provider shall issue a corrective report in case of a defective claimed result.
If the complaint is found justified, the Provider shall pay the Customer the amount paid by the Customer within 10 days of the Bank´s account being notified by the Client.

Privacy policy

Prepared under Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46 / EC (General Data Protection Regulation) (hereinafter GDPR).
The Privacy Policy establishes the basis under which the Provider processes any personal data obtained in connection with the subject of activity, using the Provider´s services, as well as emails, other messages and the use of other communication with the Client.
By expressly agreeing to the Terms and Conditions, the Client accepts the terms and procedures described in this Policy.
The Provider must identify and process personal data for the purpose of concluding a contract with the Client and performing the Service. The legal basis for processing personal data is also Act No. 563/1991 Coll., On Accounting, Act No. 586/1992 Coll., On Income Tax, Act No. 634/1992, on Consumer Protection). The provision of data is voluntary, but is a condition for the establishment of a contractual relationship to the extent necessary for the conclusion of the contract.
Personal data are name, surname, address, contact links including electronic contacts, other communicated data and data that the Provider has created by processing the data thus obtained and the result of the service. The Provider processes personal data in the form it receives from the Client in accordance with the specified purpose for which they are processed.
The processing of personal data is done both manually and automatically for the purpose of performing the service for the period necessary for the purpose of their processing. The Provider undertakes to maintain confidentiality of the Client´s personal data and to provide them with sufficient protection so that unauthorized or accidental access to personal data, their change, destruction or loss, unauthorized transmissions, their unauthorized processing as well as other misuse of personal data cannot occur.
The Client is entitled to ask the Provider in writing to provide information on the scope of personal data processing in relation to the performance of the Contract, to object to the processing of personal data, to view personal data, to request changes to data and to update them, to limit the scope of personal data, to have the right to delete personal data and other legal rights.
All persons who, in the course of their work or other duties, come into contact with the Clients´ personal data are bound by a statutory or contractual obligation of confidentiality.
In the event that the Client believes that the processing of personal data is in breach of personal data protection law, he may file a complaint with the supervisory authority at his habitual residence, place of employment or at the place where the alleged violation occurred. In the Czech Republic, the Supervisory Authority is the Office for Personal Data Protection, Pplk. Sochora 27, 170 00 Prague 7, e-mail: posta@uoou.cz, data box: qkbaa2n, www.uoou.cz.

Right to dispute processing of personal data

Even if the Provider processes personal data for the purposes of legitimate interests, the Client shall have the right to object to such processing at any time. An objection can be made to the Provider. If the Client raises such an objection, the Provider shall only be entitled to proceed with such processing if it proves serious legitimate reasons for processing that outweigh the interests or rights and freedoms of the Client and, if the processing is necessary to determine, execute or defend legal claims.

These Terms and Conditions come into effect on May 1, 2019 and are valid until further notice.

TILIA LABORATORIES s.r.o.
VAT: CZ025 27 553
In Pchery, 01/05/2019

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