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STANDARD TERMS AND CONDITIONS OF SALE

  1. Scope: These Terms and Conditions govern all sales of diagnostic services and related products offered through our webshop. By placing an order, you accept these Terms and Conditions in full.
  2. Customers: We sell to:
    1. Veterinarians ordering directly on behalf of their clients.
    2. Veterinarians who refer clients to order directly from us.
    3. Direct customers (pet owners) who may order as guests or with an account.
  4. Orders
    1. Each order must be placed per individual pet to ensure accurate identification and reporting.
    2. Orders are binding upon confirmation in the webshop.
    3. The customer is responsible for providing correct and complete information during the ordering process.
  6. Samples
    1. For each diagnostic service, only specific sample types are accepted. The appropriate sample type must be selected during the ordering process.
    2. All samples must be collected in a sterile container.
    3. Samples must be stored under cooling conditions (2–8 °C) and may not remain outside cooling for more than 24 hours before submission.
    4. It is the responsibility of the customer or the referring veterinarian to ensure correct sample collection, packaging, and timely delivery.
    5. Samples may be submitted by:
      1. Home pick-up service (where available),
      2. Drop-off at our Esch location, or
      3. Pick-up from the referring veterinarian, if agreed.
    6. Improperly collected, contaminated, or insufficient samples may lead to test rejection or invalid results.
  8. Sample Collection Confirmation: By submitting a sample, you confirm that:
    1. Any sample requiring professional collection (including but not limited to blood, biopsies, or internal swabs) has been taken by a licensed veterinarian or other qualified professional.
    2. You will not attempt to collect such invasive samples yourself.
    3. Only non-invasive samples (such as stool, urine, saliva, or shed hair/fur) may be collected by the owner at home.
    4. Paw Diagnostics reserves the right to reject or invalidate test results if there is evidence that a sample was improperly collected.
  10. Prices and Payment
    1. All prices displayed in the webshop include VAT.
    2. Payment is due no later than 10 days after the invoice date, unless otherwise agreed in writing.
    3. To simplify payment, online payment options are also available at checkout.
    4. Veterinarians with accounts may access dedicated price lists.
    5. If a payment is outstanding for more than sixty (60) days after the due date, Paw Diagnostics reserves the right to engage the services of a debt recovery company. All legal and recovery expenses shall be borne by the client.
    6. Certain countries apply withholding at source on invoice amounts in accordance with local legislation. Any such withholding must be paid by the client directly to their tax authorities. Under no circumstances can Paw Diagnostics be held responsible for costs arising from foreign tax legislation. The full invoice amount remains payable to Paw Diagnostics without deduction.
  12. Delivery of Results
    1. Our standard turnaround time is 24 hours, measured from the receipt of properly collected and delivered samples.
    2. This timeframe is indicative only and not guaranteed.
    3. Delays may occur due to sample quality issues, logistics, or unforeseen technical circumstances.
  14. Liability
    1. We accept no liability for incorrect or misleading results due to inadequate sample quality, improper storage, or incomplete information.
    2. Our liability for any claim is limited to the value of the service ordered.
    3. We are not liable for consequential damages, including but not limited to loss of profit or indirect costs.
    4. In order for any claim to be admissible, Paw Diagnostics must be notified by means of a letter sent by recorded delivery to its registered office within 8 days of the delivery of the goods or the provision of the services.
  16. Cancellation and Refunds
    1. Orders may only be cancelled prior to sample submission.
    2. Once samples are received, the service is considered provided and non-refundable.
    3. Refunds will be processed to the original payment method.
  18. Research and Development Use of Samples
    1. Customers may be invited to consent to the use of their pet’s samples for research and development purposes carried out by Paw Diagnostics.
    2. Such consent is entirely voluntary and will not affect the diagnostic services ordered.
    3. Samples used for R&D are anonymized and handled in accordance with applicable data protection and ethical standards.
    4. No rights, ownership, or compensation of any kind shall arise for the customer or pet owner from the use of samples for R&D purposes.
  20. Use of Anonymized Data for Disease Monitoring and Commercial Tools
    1. Anonymized and aggregated information derived from diagnostic tests and related data may be used for secondary purposes, including but not limited to epidemiological research, tracking of disease spread in animal populations, and the development of commercial tools (such as applications, dashboards, or services that provide insights into animal health).
    2. All such data are irreversibly anonymized and cannot be linked back to you or your pet.
    3. No personally identifying information (such as your name, contact details, or your pet’s name) will ever be included.
    4. Results and insights may be published in aggregate form, shared with veterinary researchers, or integrated into commercial offerings, but never in a way that could identify you or your pet.
  22. Data Protection
    1. Personal data will be processed in accordance with our Privacy Policy.
    2. By placing an order, you consent to the processing of data necessary for providing the diagnostic service.
  24. Governing Law and Jurisdiction: These Terms and Conditions are governed by the laws of Luxembourg. Any disputes shall be subject to the exclusive jurisdiction of the courts of Luxembourg.