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- 1. Scope and Applicability
- 2. Samples Integrity
- 3. Shipping Logistics and Sample Delivery
- 3.1 Delivery Options and Responsibility
- 3.2 Packaging Requirements
- 3.3 Responsibilities of Parties
- 3.4 Return and Reshipment Costs
- 3.5 Lost or Nonconforming Samples
- 3.6 Record Keeping
- 4. Acknowledgment
- 5. Samples and data storage conditions
- 6. Quotation conditions
- 7. Terms of payment
- 8. Acceptance of Quotation
Scope and Applicability
These Terms and Conditions apply to the delivery and handling of biological and other test samples from the Client to Macrogen Europe B.V. and outline responsibilities and requirements in accordance with ISO/IEC 17025:2017 standards. The policy also defines procedures for handling lost or nonconforming samples.
Samples Integrity and confidentiality
Macrogen is committed to supporting the safe and reliable handling of Client samples throughout the logistics process (if applicable), including tracking shipments, verifying sample integrity upon receipt, ensuring appropriate storage, and coordinating disposal or return in consultation with the Client.
Macrogen Europe B.V. ensures the confidentiality of any information, and the data collected before/after and throughout the process is properly secured. Confidential Information includes any non-public information or materials disclosed by either party in connection with the services, including intellectual property protected by law.
3. Shipping Logistics and Sample Delivery
3.1 Delivery Options and Responsibility
Macrogen Europe may, under specific conditions, provide delivery services for sample pick-up and transportation. Clients may alternatively choose independent delivery services at their discretion.
Where Macrogen Europe arranges delivery through third-party couriers, Macrogen Europe remains responsible for ensuring that appropriate shipping arrangements are made to maintain sample integrity. This includes the selection of suitable couriers, communication of required handling conditions, and oversight of the logistics process. In the event of transport incidents (loss, damage, or delay), Macrogen Europe will investigate, notify the Client immediately, and take corrective actions in accordance with ISO/IEC 17025, including support for re-collection, replacement, or other remedies agreed with the Client.
Shipping costs are determined by the country of origin. A shipping fee will be charged for shipments not collected via our designated pickup locations. In addition, a shipping fee applies to packages containing fewer than twenty (20) samples per package from EU countries or fewer than fifty (50) samples per package from African countries.
Where delivery is conducted by company-appointed personnel from pre-agreed pick-up locations, the Client shall ensure that the package is delivered to the designated pick-up point in compliance with the required packaging and handling conditions. No shipping fee shall apply in these cases.
Sample delivery via third-party private couriers by pick-up points shall be collected from the Client’s requested collection point under packaging conditions prepared by the Client in accordance with Macrogen Europe’s guidelines and transported to Macrogen Europe’s laboratory in compliance with the courier’s sample delivery policy.
3.2 Packaging Requirements
All sample shipments must comply with relevant biological material transport regulations (e.g., UN3373 triple packaging for Biological Substance Category B) and be packaged to preserve sample integrity during storage and transit. Clients shall declare any hazardous or regulated materials before shipping; non-compliant shipments may be returned at the Client’s risk and cost, and all customs duties and taxes remain the Client’s responsibility.
Customers are required to ensure that all samples are non-biohazardous and fully inactivated before shipment. Macrogen reserves the right to refuse any shipment that does not comply with this requirement.
For samples requiring controlled temperature, the Client is responsible for including appropriate insulation, coolant, or monitoring devices.
3.3 Responsibilities of Parties
Client: Responsible for packaging, labelling, and providing accurate shipment documentation before handover.
Courier (when appointed by Macrogen): Provides transportation services as instructed. Macrogen Europe ensures that couriers follow appropriate requirements and remains accountable under ISO/IEC 17025.
Macrogen Europe: Responsible for coordinating delivery, monitoring shipment progress, verifying the condition of samples upon arrival, and notifying the Client of any discrepancy, damage, or nonconformance.
3.4 Return and Reshipment Costs
In the event that barcode service labels are returned unused due to incorrect ordering by the Client, the associated shipping costs shall be charged to the Client. Furthermore, where the Client requests the return of submitted samples without sequencing or analysis, all applicable shipping and handling costs shall be borne by the Client.
3.5 Lost or Nonconforming Samples
Identification and Traceability: All samples must be uniquely identified, registered, and traceable.
Nonconforming Work: A lost, damaged, or unsuitable sample qualifies as nonconforming work. The incident must be recorded, a root cause analysis conducted, and corrective and preventive actions (CAPA) implemented.
Customer Notification: Clients will be informed immediately in the event of loss, damage, or significant deviation, and corrective actions will be agreed upon.
In accordance with Directive 2011/83/EU, biological samples are considered perishable and custom-made and are therefore non-refundable once shipping has commenced. Depending on the circumstances, Macrogen Europe may, at its sole discretion and in agreement with the Client, provide an appropriate remedy. Such remedies shall be limited to re-testing, re-shipping, or such remedies may include re-testing, re-shipping, or refund of the affected service fees, at Macrogen Europe’s discretion.
Quality Assurance: All such incidents will be addressed through Macrogen’s management system and internal audits, with preventive measures implemented to minimize recurrence.
In cases where incorrect order submission occurs, the responsible party will be liable for the costs associated with order processing. We appreciate your attention to these requirements to ensure the smooth processing of your orders and the integrity of our services. If you have any further questions on our service and others, please contact [email protected].
3.6 Record Keeping
All delivery, receipt, and nonconformance records, including packaging condition, courier logs, and incident reports, will be maintained in compliance with ISO/IEC 17025:2017.
4. Acknowledgement
By submitting samples, the Client acknowledges and accepts these Terms and Conditions, including responsibilities of all parties, Macrogen Europe’s obligations under ISO/IEC 17025, and the defined process for addressing lost or nonconforming samples.
5. Samples and data storage conditions
For barcode orders, sample storage is limited to a maximum of two (2) weeks. Upon expiration of this period, samples are subject to disposal at our discretion.
For standard sequencing orders, the customer may choose one of the following sample storage options: immediate disposal, one (1) month, or three (3) months. Samples will be disposed of automatically after the selected storage period.
For all services, access to the online data download link is provided for three (3) months. Original data will be retained by Macrogen for three (3) years and permanently deleted thereafter. Customers are responsible for downloading and securely storing their data within the available access period.
6. Quotation conditions
The quotation is prepared for price estimation of a specific project, and price information is confidential to the parties directly involved with this project.
The quotation price excludes VAT.
The above quotation can be changed due to various circumstances.
For any purchases made by Macrogen due to special requests from the client side, all sample preparation costs will be charged regardless of the result of the experiment.
The purpose of the quotation is for sole price estimation upon your requested services; therefore, it doesn’t relate to any payment process.
7. Terms of payment
Invoices are payable within thirty (30) days from the invoice date. A late payment fee of ten per cent (10%) of the overdue amount may be applied. Macrogen reserves the right to suspend services or decline further orders where amounts remain outstanding. All payments shall be made in full, without set-off, deduction, or withholding of any kind.
8. Acceptance of Quotation
Placement of an order through our online ordering platform (https://order.macrogen-europe.com/) using the Client’s assigned account ID shall constitute acceptance of the quotation and the applicable Terms and Conditions.
Order Information
- Order Number
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- Customer Name
- -
Order History
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Prepayments and Barcode Payments are payments made prior to a completion of the service.
To make a prepayment by credit card, please follow the steps below.
Go to [My Prepayments] under [My Account] to make a prepayment.
Make a prepayment request first by selecting your prepayment group and filling out the details of prepayment request.
Go to [Invoice History]. Choose the invoice(s) to be paid, and click [Payment] or [To Pay for the Selected Order] for two or more invoices.
Check if your payment information is correct and click [Payment].
Fill out the credit card information ; card number, expiration date, CVC and card holder's name. All of your information will be secured by Verisign.
After Submitting the credit card information, you will get a confirmation e-mail from Eximbay, our online transaction
To make a payment for EZ-Seq/Eco-Seq barcodes by credit card, please follow the steps below.
Go to [EZ-Seq/Eco-Seq] under [Ordering] to make a payment for barcodes.
Make a barcode request first by selecting your prepayment group and filling out the details of barcode and billing information.
Go to [Invoice History]. Choose the invoice(s) to be paid, and click [Payment] or [To Pay for the Selected Order] for two or more invoices.
Check if your payment information is correct and click [Payment].
Fill out the credit card information ; card number, expiration date, CVC and card holder's name. All of your information will be secured by Verisign.
After Submitting the credit card information, you will get a confirmation e-mail from Eximbay, our online transaction processing system.
Credit Card Payments
Wire Transfer
You can remit the payment electronically to our bank account.
Be sure to include the invoice number for prompt payment processing. Please send us the remittance information after processing.
Macrogen Europe B.V. Account
- Beneficiary Name : Macrogen Europe BV
- Address : Meibergdreef 57
- City : Amsterdam
- Country : The Netherlands
- Postal Code : 1105 BA
- Bank Name : ING Bank
- Address : Bijlmerplein 880
- City : Amsterdam
- Country : The Netherlands
- IBAN : NL36 INGB 0008 8449 96
- SWIFT Code : INGBNL2A
* Fee for international cash transfer is not included in the invoice amount and should be paid from your end.
Otherwise, an additional invoice will be issued for the transfer fee.