Terms of service

Version VB-TL-2026-01 · Effective from September 14, 2026 · Replaces the version of 1 March 2026 ·

These Terms govern use of the Website and the purchase of services from GENELINK, S.L. (“Vivabioma”). Please also read the Informed Consent and Privacy Policy before activating a kit. Merely browsing the Website does not constitute acceptance of a purchase or any optional consent.

Essential summary before purchase

•      The product, country, total price, taxes, shipping and applicable specific terms are shown before payment and confirmed on a durable medium.

•      Consumer reports are for informational, educational and wellness purposes. They do not diagnose or rule out disease, do not by themselves measure inflammation, permeability or SIBO, and do not allow antibiotics or treatments to be selected.

•      The terms health, risk, prediction, biological age, resistome, precision or plan describe indices, associations or algorithmic comparisons; they are not individual clinical probabilities or prescriptions.

•      The microbiome changes over time: each report describes the time at which the sample was taken and is subject to the limitations set out in the Informed Consent.

•      You may upgrade Starter → Advanced or Advanced → Ultra, one level at a time, through a separate purchase and by reinterpreting retained data where technically possible.

•      The withdrawal period is 14 calendar days. Breaking the seal may exclude return of the physical component for hygiene reasons, but does not by itself remove rights relating to services or content not yet performed or supplied.

•      Research, commercial development, AI training using your data, and combining Vivabioma--tellmeGen data are voluntary and require the separate options set out in the Informed Consent.

1. Who we are

Website owner and service provider: GENELINK, S.L., owner of Vivabioma™. NIF B98649494. Registered office: calle Arquitecto Mora 5, 2nd floor, door 4, 46010 Valencia, Spain.

Valencia Commercial Registry: volume 9817, book 7099, folio 82, sheet V-160314, entries 1 and 2. Healthcare authorisation no. 11540 issued by the Conselleria de Sanidad de la Generalitat Valenciana.

General contact, support and complaints: info@vivabioma.com · Telephone: +34 960 090 596 · Data protection: lopd@tellmegen.com · Data Protection Officer: dpo@tellmegen.com

Vivabioma and tellmeGen are GENELINK brands and share certain corporate systems and privacy channels. This does not authorise data from the two services to be combined; any such combination requires the specific voluntary option in the Informed Consent.

The service is organised from Spain. Laboratories and providers that process data are identified in the current list accessible from the Privacy Policy. A change of provider does not broaden purposes or reduce rights.

2. Scope and applicable documents

2.1 These Terms apply to consumers who access the Website, create an account or purchase kits, analyses, upgrades, digital content or consultations. Sales to distributors, professionals, businesses and institutions are also governed by their specific terms or contracts.

2.2 The contract consists of the following, in the version shown before payment and confirmed on a durable medium:

•      The order summary and specific terms, identifying the product, country, price, taxes, shipping and, where applicable, the specific time limit or functionality.

•      These Terms.

•      The Informed Consent for analysis of the gut microbiome.

•      The product description and limitations visible before purchase.

•      Any repeat, return and consultation policies expressly incorporated into the order.

•      The Privacy Policy and Cookie Policy, as information on data processing and tracking technologies, without altering the applicable legal basis.

2.3 For samples, analysis and consents, the Informed Consent prevails; for data protection, the Privacy Policy; for product, price and specific terms, the order summary; and for contracting, these Terms. A specific description prevails over a general one, and mandatory law always prevails.

2.4 If you purchase through an authorised distributor, that distributor may be responsible for the sale, billing and delivery, while GENELINK provides the analysis or platform under the terms identified before purchase. The allocation of responsibilities will be shown clearly.

3. Formation, acceptance, evidence and storage of the contract

3.1 Before paying, you may review and correct the order. The final button will clearly indicate that placing the order entails an obligation to pay. Acceptance of these Terms will be separate from optional consents, and no voluntary box will be pre-ticked.

3.2 By clicking the payment button, you place an order. The automatic acknowledgement only confirms receipt unless it expressly states that it constitutes acceptance. The contract is concluded when GENELINK sends confirmation of acceptance or clearly begins performance. A payment authorisation or charge does not by itself constitute final acceptance.

3.3 We will confirm receipt of the order by email or another storable means within 24 hours. When we accept it, we will send the contractual summary and a storable copy of these Terms. If both messages are combined into one, this will be expressly identified.

3.4 We may reject the order before accepting it due to lack of availability, territorial or regulatory restrictions, technical impossibility, reasonable suspicion of fraud, or a manifest and objectively recognisable product or pricing error. In that case we will cancel the authorisation or refund any amount charged in full without undue delay.

3.5 The version identified in the confirmation applies, not any later version unless validly amended under section 4. We retain as evidence the version, hash, date, time, order and acceptance actions for the statutory periods; the customer may download their copy.

4. Changes to the Terms, reports and digital services

4.1 We may amend these Terms for future orders. Each version will have a code and date, and you may request the version history at info@vivabioma.com. Amendments do not apply retroactively or reduce acquired rights.

4.2 For ongoing or continuing contracts, we will only modify content or services for a valid reason: legal or regulatory change; security, fraud or abuse; scientific or technical developments; interoperability; correction; continuity; replacement of a provider; or territorial adaptation. The change will not entail any additional cost unless a new service is expressly purchased.

4.3 We will provide clear and understandable information. If a change negatively affects access or use beyond what is minor, it will be notified reasonably in advance on a durable medium and you may terminate without charge within 30 days of the communication or implementation, whichever is later, unless you can retain the previous version at no cost as provided by law.

4.4 Corrections of material errors, security issues or methodology may result in a report being temporarily withdrawn or reissued. The visible version and date allow the earlier output to be distinguished from the corrected one.

4.5 Evolution of the catalogue does not make a future module sold separately part of the existing purchase, nor does it permit an essential promised functionality to be withdrawn without the legally applicable remedies.

5. Account, credentials and Website availability

5.1 You must provide accurate information, keep it up to date and protect your credentials. Where available, we recommend enabling two-step verification. You must notify us immediately of unauthorised access; you are only responsible for activity attributable to you.

5.2 You may not impersonate third parties, introduce malicious code or unlawful content, interfere with the service, carry out unauthorised advertising, test vulnerabilities without permission, or infringe intellectual property, privacy or confidentiality rights.

5.3 We seek to provide continuous availability, but maintenance, updates, security incidents, provider failures or force majeure may occur. Where reasonable, we will provide notice and preserve access or apply the corresponding conformity remedies.

6. Products and functional scope

6.1 Starter, Advanced and Ultra use shotgun metagenomic sequencing of a stool sample to estimate microbial composition, diversity and potential functions. The exact configuration is that stated in the product sheet and accepted order summary.

6.2 Starter. Microbial biodiversity, gut wellness index, indicators of the gut-brain axis and nutrient metabolism, and comparison of the microbial profile with age-based ranges. The comparison does not measure actual biological age and is not a clinical indicator.

6.3 Advanced. Adds modules based on microbial patterns associated in the literature with functional health, microbial hormonal profile, oral-gut relationship, inflammation, bacterial overgrowth, histamine and systemic protection. It does not diagnose inflammation, permeability, SIBO, intolerances or disease.

6.4 Ultra. Adds greater depth, machine-learning similarity indices, resistome analysis and personalised guidance on diet, foods and probiotics. The indices are not individual clinical probabilities; the resistome is not an antibiogram; and the guidance is not an individualised diet or prescription.

6.5 Any advertised number of reports, microorganisms, functions or reads describes the applicable configuration or technical target, but usable reads depend on quality control, filtering, abundance and reference databases. Identification of all microorganisms or uniform coverage is not guaranteed.

6.6 Modules may be updated in accordance with section 4. The Informed Consent contains the scientific and technical limitations and must be read before activating the kit.

7. Upgrades, reanalysis and new samples

7.1 Where available, you may upgrade by one level at a time: Starter → Advanced or Advanced → Ultra. Reaching Ultra from Starter requires two separate upgrades. Each upgrade is a separate purchase.

7.2 An upgrade may reinterpret retained data without a new sample or new sequencing. This depends on quality, format, technical compatibility, age of the sample and territorial availability, and will be confirmed before payment.

7.3 If it unlocks new categories of content or interpretation, you must confirm the current Informed Consent before they are issued. The upgrade does not by itself authorise research or the combination of data with another GENELINK service.

7.4 The specific time limit for an upgrade will be shown before payment. It begins when the order and correct linkage to the account or kit code are complete.

7.5 A time-based comparison requires a new sample. A change between reports does not by itself show that an intervention caused an improvement or deterioration.

8. Territorial availability and regulatory controls

8.1 Availability depends on country of residence, purchase, delivery, collection, return, laboratory and presentation of results. Documentation, a professional, a particular laboratory, clinical confirmation or restriction of modules may be required.

8.2 You must declare your actual location and must not circumvent controls using a VPN, false address, forwarding service or unauthorised movement of samples. Non-compliance may allow us to suspend the process and, where appropriate, recover direct and evidenced costs caused.

8.3 We may reject a purchase, adapt the process, exclude modules or withdraw the service in a territory where we cannot comply with local requirements or due to safety or provider unavailability. Amounts paid for services not provided will be refunded, without limiting rights for breach or lack of conformity.

9. Who may purchase. Gifts, multiple orders and minors

9.1 Purchase requires a minimum age of 18 and legal capacity to contract. A minor may not independently create the purchasing account.

9.2 For gifts or multiple orders, the person who pays does not consent on behalf of other adults or gain access to their results. Each participant must identify themselves and individually accept the Informed Consent and voluntary options before analysis.

9.3 For minors aged at least three years or persons subject to support measures, representation, parental authority, guardianship or the scope of support will be verified in accordance with the Informed Consent. Analysis does not begin until this has been evidenced. Resistome analysis and personalised recommendations are not issued for minors.

9.4 Sending another person's sample or data without valid consent or verified representation is prohibited. We may block the kit, cancel the analysis and cooperate with authorities where there is a well-founded suspicion of unlawful use.

10. Prices, payment, invoicing, promotions and chargebacks

10.1 Before payment, the total price, taxes, shipping and any recurring cost —if any— will be shown. Price changes do not affect orders already accepted.

10.2 Payment methods are those indicated on the Website. The payment provider may apply foreign-exchange charges unrelated to Vivabioma. If payment is declined, reversed or fraudulent, we may suspend performance until it is regularised, without duplicate charges or preventing legitimate claims.

10.3 The electronic invoice will be issued using the information provided. You must correct it before confirming the order or request rectification in accordance with tax law.

10.4 Promotions, coupons and gifts are governed by the terms communicated, cannot be combined unless expressly stated, cannot be exchanged for cash and do not affect warranty or withdrawal rights.

10.5 A manifest pricing error is handled in accordance with section 3.4. We may not rely on it if it was not objectively recognisable or if we had already accepted and performed the order with knowledge of the error.

11. Kit delivery, risk, collection points and customs

11.1 We will deliver the kit without undue delay and, unless a different period is agreed, within the applicable statutory maximum. The risk of loss or damage passes to the consumer when they or a third party indicated by them, other than the carrier, take physical possession; if the consumer chooses a carrier not offered by Vivabioma, the risk passes when the goods are handed to that carrier.

11.2 If the delivery method permits use of a collection point and the carrier deposits the package there after an attempted delivery or due to absence, you will be notified. You must collect it within the stated period. If it is returned to sender because of an incorrect address, absence or failure to collect attributable to you, we may charge for reshipping or direct costs previously disclosed, without affecting the warranty for defects or loss while the risk remains ours.

11.3 If the package arrives damaged or incomplete, or does not arrive, notify us as soon as possible and retain the packaging and evidence. Failure to notify immediately does not remove statutory rights, but may make the logistics investigation more difficult.

11.4 Initial shipping and sample return are included where so indicated and when carried out from the same country of purchase using the official label. If you use unauthorised transport or alter the route, you bear the risk until laboratory receipt, except where Vivabioma is legally liable.

11.5 International shipments may give rise to taxes, duties or customs formalities payable by the recipient where disclosed. The recipient may act as importer. A sample must never be sent in breach of a local prohibition.

12. Registration, period of use, sample collection and return

12.1 The kit must be registered before collection; without registration we cannot link the sample to the account or issue results.

12.2 You must activate the kit and send the sample within 12 months of purchase and, in all cases, before the printed expiry date. Once the earlier of those limits has passed, we may reject the sample if its quality cannot be assured and offer replacement material or a new process at the stated price. The period does not limit warranties for defects and does not apply where the delay is attributable to Vivabioma.

12.3 You must follow the collection, storage and packaging instructions, use the official label and send the sample promptly. An inadequate quantity, contamination, unsuitable temperature, delay or incorrect packaging may invalidate it.

12.4 If the user damages, contaminates, loses or misuses the material, there is no entitlement to free replacement. Customer Service may provide a coupon or replacement price covering materials and shipping without charging again for the analysis already purchased. This does not apply to lack of conformity of the kit.

13. Processing, quality control, repeats and timeframes

13.1 Result timeframes are estimates unless the product sheet expressly describes them as maximum periods. They begin when a valid sample reaches the laboratory and registration, representation and verification requirements have been completed. We will report significant delays.

13.2 If a properly collected sample sent through the authorised process fails quality control for a reason not attributable to the user, the first repeat will be free of charge and will include new material, authorised transport and the necessary analysis.

13.3 If invalidity results from failure attributable to the user to follow collection, storage, quantity, contamination, labelling, timing or shipping instructions, the repeat will not be free. Attribution must be supported by an objectively verifiable element —an expired or unregistered kit, incorrect return label or route, late shipment, clearly tampered material or insufficient quantity attributable to collection—. In the absence of such an element, the incident will be treated as not attributable to the user and the repeat will be free under section 13.2. Before charging, we will disclose the price of materials, logistics and, where applicable, reprocessing.

13.4 If the authorised carrier loses the sample after the user provides evidence of correct handover, the free-repeat policy applies. If a different carrier or label was used without authorisation, section 11.4 applies.

13.5 If a valid sample does not produce a usable result after a repeat for reasons not attributable to the user, we will offer, as appropriate, renewed performance, a price reduction or termination and refund of the non-conforming part. A free repeat does not replace statutory conformity remedies.

14. Delivery, versions, updating and correction of results

14.1 Results are delivered digitally in the customer area. The order will state whether any additional format is available.

14.2 Each report is identified by version and date. It may be updated due to evidence, methodology, security or correction within the purchased functions and in accordance with section 4.

14.3 If we detect a material error, we may temporarily withdraw the report, correct it and notify the new version. Where technically reasonable, we will retain the version trail or allow the replaced copy to be downloaded, clearly identified as such.

14.4 An updated report does not rewrite the biological composition of the sample: classification or interpretation may change due to new databases, algorithms or criteria. Future methodologies are not guaranteed to reproduce previous results exactly.

15. Downloads, formats and data retention

15.1 You may download the reports and data formats offered for the product or required by law. Rights over your data do not include source code, models, parameters, reference databases, proprietary methodology or third-party content.

15.2 Reports remain accessible while the account is active, subject to maintenance and legal obligations. We recommend keeping a secure copy.

15.3 We retain technical files necessary for support, control, upgrades and reinterpretations while there is a need and in accordance with the Informed Consent. If you request deletion, we will warn you if this will prevent future upgrades, reanalysis or checks.

15.4 Closure or deletion does not extend to information blocked due to legal, tax, quality, security or claims-defence obligations. Use while blocked is limited to those purposes.

16. Consultations and Professional Access

16.1 If a consultation is offered, the provider, qualification, purpose, duration, price, format, country and cancellation, rescheduling, delay and no-show rules will be identified before booking. It is a voluntary contract separate from the analysis.

16.2 A consultation is not an emergency service and does not guarantee diagnosis, treatment or outcome. In the event of severe or urgent symptoms, you should seek healthcare services.

16.3 Professional Access allows you to authorise an identified recipient for a defined scope and period. It may be revoked; revocation prevents new access but does not erase copies lawfully downloaded or incorporated into the professional's records.

16.4 Vivabioma is responsible for its platform; the professional is responsible for their authorisation to practise, confidentiality and subsequent use, unless the product sheet identifies them as directly contracted by GENELINK.

16.5 United States. In its direct-to-consumer service, Vivabioma does not represent itself as a HIPAA covered entity and does not accept information sent by a covered entity under a Business Associate Agreement unless a specific written contract is in place. A different service may be subject to the regime expressly identified for it.

17. Withdrawal, returns and early commencement

17.1 The order may comprise a physical good, logistics, analysis, a digital service and digital content. Each component retains the legal regime applicable to it; an exception applying to one does not automatically extend to the others.

17.2 As a consumer, you have 14 calendar days to withdraw without giving a reason. For the kit, the period begins when you take physical possession; for services, when the contract is concluded; and for digital content, as provided by applicable law.

17.3 You may withdraw using the form in Annex I, any unequivocal statement sent to info@vivabioma.com or, when enabled, the online withdrawal function available in your account. The function will remain visible during the period and will promptly issue an acknowledgement containing the content, date and time on a durable medium.

17.4 We will only start, during the withdrawal period, any part of a service that requires this if you expressly request it through a separate action. If you withdraw before completion, you may owe the proportion actually performed, calculated on the total price or disclosed breakdown; no amount will be charged if the required information or request was missing.

17.5 The right of withdrawal for a fully performed service is lost only if performance began with prior express consent and acknowledgement that the right would be lost upon full performance. For digital content not supplied on a tangible medium, the right is lost only once performance begins with prior express consent, acknowledgement of loss and contractual confirmation. These actions are not presumed from the Informed Consent.

17.6 The collection material is a sealed good not suitable for return for health and hygiene reasons once unsealed. The exception affects the opened physical component and does not by itself remove the right of withdrawal for analysis or content not yet started. It also does not affect the conformity warranty.

17.7 If the kit remains sealed, you must return it within 14 days after notifying withdrawal. We will refund the amount legally due, including standard shipping where applicable, within 14 days of the notification; we may withhold the refund for the goods until we receive them or evidence of shipment. The direct return cost is borne by the consumer if previously disclosed, except in the case of a defect.

18. Statutory warranty, conformity and updates

18.1 Kits and goods are subject to the statutory warranty. In Spain, the general period is three years from delivery; in other territories, the applicable mandatory rule governs.

18.2 Digital content and services must conform to the contract, objectively expected characteristics and public statements that are legally binding. We will provide the necessary updates during the required period.

18.3 In the event of lack of conformity, you may request bringing into conformity, repeat performance, a price reduction or termination in the cases and order provided by law. No commercial policy replaces these remedies.

18.4 We are not liable for a lack of conformity caused solely by failure to install an update about which you were informed, provided the instructions were adequate, or for incompatibilities with equipment or software previously stated to be unsupported.

19. Nature, intended purpose and healthcare decisions

19.1 Direct-to-consumer reports are intended for informational, educational and wellness purposes unless a specific service is identified as healthcare in the relevant country. They do not diagnose, confirm or rule out disease and must not be used alone to start, stop or adjust treatments, antibiotics, supplements or therapeutic diets.

19.2 Vivabioma is not a stool culture or a diagnostic test for infection, inflammation, permeability, SIBO, intolerance, cancer or any other disease. The resistome is not an antibiogram.

19.3 Any healthcare or nutritional decision should be assessed by a professional together with symptoms, medical history and medication. A relevant finding should be confirmed with the appropriate clinical test at an authorised centre or laboratory.

19.4 Regulatory classification depends on the intended purpose and the overall label, instructions, Website, advertising and sales context, not on these Terms alone. If a module is offered as a medical device or healthcare service, the pre-contract information will identify the status, professional, laboratory and process.

19.5 The complete scientific limitations, including variability, classification, relative abundance, pathogens, resistome, AI and recommendations, are set out in the Informed Consent.

20. Licence, intellectual property, data mining and prohibited uses

20.1 You retain your statutory rights over your personal data and may use your downloads. GENELINK and its licensors retain rights over the Website, software, databases, models, algorithms, methodology, design, texts, trademarks, interpreted reports and other protected content.

20.2 You receive a personal, limited, non-exclusive and non-transferable licence to view and download your reports, keep a copy and share it privately with family members or professionals. No source code, knowledge base, models or commercial exploitation rights are transferred.

20.3 GENELINK expressly reserves, including by machine-readable means where appropriate, text and data mining rights over its works, databases and content pursuant to Article 67.3 of Royal Decree-Law 24/2021 and equivalent rules. This reservation does not affect non-waivable statutory exceptions or the user's rights over their own data.

20.4 Without written authorisation, except where permitted by law, the following are prohibited:

•      Publishing, reselling, sublicensing, commercially exploiting or providing systematic access to reports, content, kits or accounts.

•      Mass extraction, scraping, use of bots, automated queries or circumvention of limits, geoblocking, authentication, security or payments.

•      Reverse engineering, decompiling or reconstructing algorithms, models, taxonomies, rules or knowledge bases, except where a mandatory exception applies.

•      Training, fine-tuning, evaluating, benchmarking or feeding artificial-intelligence or machine-learning systems with Vivabioma texts, reports, metadata, structure or protected content.

•      Creating or improving competing products through systematic use of content, taxonomies, interface or report structure.

•      Using results for self-diagnosis, self-medication, antibiotic selection, forensic purposes, legal parentage, employment, insurance, immigration or discrimination decisions.

•      Presenting a report as validated clinical evidence where it is not, removing version notices or attributing altered claims to Vivabioma.

20.5 The prohibitions do not prevent the exercise of data-protection rights, sharing information with a professional, lawful private copying, good-faith vulnerability research under an authorised programme or non-derogable uses.

21. Data protection, research and artificial intelligence

21.1 Processing of data and the sample is governed by the Informed Consent and Privacy Policy. Non-essential cookies require consent in accordance with the Cookie Policy.

21.2 Internal research, external scientific research, development with commercial partners and combining Vivabioma--tellmeGen data are voluntary, independent and withdrawable options. They do not affect purchase, ordinary price or support.

21.3 Only where you have authorised the relevant category may GENELINK use pseudonymised or anonymised data to develop, train, validate and audit analytical models or AI systems within the described areas. These Terms do not broaden that consent.

21.4 The prohibition in section 20 protects GENELINK content from use by third parties; it does not make user data the property of GENELINK or limit the user's statutory rights.

21.5 Research involving the physical sample is not included and requires separate consent and the applicable project, collection or biobank framework.

22. Suspension, cancellation and account closure

22.1 We may suspend access or processing, giving prior notice where possible, due to fraud, non-payment, security risk, serious breach, prohibited use, a sample or data without lawful basis, or circumvention of territorial controls.

22.2 The measure will be necessary and proportionate. If the issue can be remedied, we will provide a reasonable period to do so, except in cases of security urgency, fraud, risk to third parties or legal impossibility.

22.3 Before definitive closure, we will allow you to download available reports and data unless a legal obligation, authority order or temporary and justified security measure prevents this. The restriction will be lifted when the cause ceases.

22.4 You may close your account. Closure does not automatically mean deletion of all data or withdrawal of optional consents: the platform must allow each action to be managed and explain its effects.

23. Liability

23.1 GENELINK is responsible for providing the purchased services with due care and in accordance with the order, these Terms, the Informed Consent and applicable technical standards. It does not guarantee any particular microorganism, result, benefit or recommendation where the nature and limitations of the service prevent such a guarantee.

23.2 To the extent that loss does not result from our own breach, we are not liable for decisions made contrary to section 19; third-party interpretations; inaccurate self-reported data; voluntary disclosure; use of outdated copies; or loss or invalidity caused by an attributable failure to comply with collection, storage or shipping requirements.

23.3 For users who are not legally consumers, and where permitted by law, contractual liability for foreseeable direct losses and non-essential obligations is limited to the amount paid for the affected service; loss of profit and indirect losses are excluded. For consumers, any limitation applies only to the extent permitted and never reduces mandatory rights.

23.4 Nothing limits liability for wilful misconduct or gross negligence; death or personal injury caused by negligence; defective products; attributable breaches of data protection or confidentiality; lack of conformity; essential obligations; or any liability that cannot legally be limited.

23.5 The user will take reasonable steps to prevent or reduce losses, such as retaining downloads and reporting incidents. This does not shift GENELINK's legal burdens or reduce non-waivable remedies.

24. Subcontracting, assignment and change of control

24.1 We may use laboratories and providers of infrastructure, hosting, payments, logistics and support, while remaining responsible to the customer for our obligations.

24.2 We may assign the contract in a merger, demerger, financing, restructuring, sale of assets or transfer of the business or Vivabioma brand if the successor assumes the obligations, does not reduce rights and imposes no costs. Notice will be provided on a durable medium.

24.3 This clause does not by itself authorise the separate sale of personal data or samples. Any transfer is governed by the Privacy Policy, Informed Consent and law.

24.4 The account is personal and may not be transferred except where expressly provided for as a gift, through legal succession or with written consent.

25. Force majeure and continuity

25.1 Neither party is liable for delay caused by events beyond its reasonable control: disasters, epidemics, conflicts, acts of public authorities, widespread energy, telecommunications or transport outages, critical provider failures or cyberattacks unavoidable despite appropriate measures.

25.2 The affected party will provide notice and mitigate. Force majeure does not excuse legally required security measures or refund of services that definitively cannot be performed.

25.3 If it persists and frustrates the purpose of the contract, either party may terminate the affected part with refund of amounts paid for services not provided and any other mandatory rights.

26. Customer service, complaints and alternative dispute resolution

26.1 You may submit complaints to info@vivabioma.com. We will acknowledge receipt and respond within the applicable statutory period and, normally, within a maximum of 30 days.

26.2 You may contact consumer authorities and alternative dispute resolution bodies in your country. Spanish Consumer Arbitration Boards will have jurisdiction where GENELINK is a member or accepts the specific arbitration. The former European online dispute resolution platform has been discontinued and should not be used as a channel.

26.3 For security or quality incidents, write to info@vivabioma.com. We may investigate, correct, temporarily withdraw or reissue reports and notify authorities where appropriate.

27. Communications and electronic evidence

27.1 Contractual communications will be sent to the email address associated with the account. Platform notices that must constitute a durable medium will be downloadable or accompanied by an email. You must keep your information up to date.

27.2 We record the order, product, country, price, document version and hash, date and time, acceptance actions, consents, communications and the proportionate technical identifiers required for security and evidence.

27.3 Electronic records are means of evidence, not irrebuttable presumptions. The customer may download their copy and submit evidence to the contrary.

28. Other provisions

28.1 Severability. If a clause is void or unenforceable, the remainder remains valid and the provision will be interpreted or supplemented in accordance with mandatory law and the closest lawful purpose.

28.2 No waiver. Failure to exercise a right on a particular occasion does not imply future waiver.

28.3 Entire agreement. The order and the documents in section 2 constitute the agreement on its subject matter, without excluding rights based on legally binding public statements or liability for misleading information.

28.4 Headings. Headings are for ease of reading and do not limit the content of the clauses.

29. Languages, applicable law and courts

29.1 The contract may be concluded in the available languages. The original is Spanish; translations are provided to aid understanding. In the event of discrepancy, the contracted version or the solution required by the mandatory law of the consumer's country prevails.

29.2 Spanish law applies. Consumers retain the protection of mandatory rules and may bring proceedings before the courts of their place of residence. For non-consumer relationships, the parties submit to the Courts and Tribunals of Valencia, unless a valid specific agreement provides otherwise.

30. Version record and entry into force

30.1 Code: VB-TL-2026-01. Effective date: September 14, 2026. Replaces the version of 1 March 2026 for contracts entered into from that date.

30.2 The version applicable to each order remains identified in the confirmation and available from the account or support. A later version does not retroactively replace the evidence of the accepted version.

Annex I. Model withdrawal form

Complete and send this form only if you wish to withdraw. You may use any other unequivocal statement or the online function when available.

For the attention of GENELINK, S.L., calle Arquitecto Mora 5, 2nd floor, door 4, 46010 Valencia, Spain --- info@vivabioma.com

I hereby give notice that I withdraw from my contract of sale of the following goods or provision of the following service: ______________________________

Order number or kit code: ______________________________

Ordered on __________________ / received on __________________

Consumer's name: __________________________________________

Consumer's address: ________________________________________

Email address used for purchase: __________________________

Consumer's signature (only if submitted on paper): __________________

Date: __________________