To ensure a trusted and efficient environment for clients and providers to work together, the following policies apply to all Genohub-managed projects:

General Project Policies

Project scope and price: When the service provider confirms a quote and the client accepts it, both parties agree on the scope, turnaround time and cost of the service exactly as specified in the quote

Turnaround time: The service provider has the right to make adjustments to the price and maximum turnaround time before confirming a quote. Once a quote has been confirmed by the provider and accepted by the client the project is subject to our Missed Turnround Time Policy. If any issues arise that may affect the turnaround time, the provider should communicate them with the client as soon as possible.

Changes in project scope or price: The service provider is responsible for performing the service exactly as specified in the confirmed and accepted quote. If the provider determines that there is a need to deviate from the accepted quote they must first submit a revised quote to the client. Genohub requires the client’s explicit approval of the revised quote in order to be able to make the necessary payment adjustments.

Data quality: Sequencing projects are by default subject to Genohub’s Standard Quality Policy, unless otherwise specified under the Terms & Procedures sections of the project page. As a provider, if you can’t abide by this policy please get in touch with us at support@genohub.com before you accept any projects.

Project communication: Service providers are strongly encouraged to respond to all customer queries within two business days. We strongly recommend that all written communication between the client and the provider is conducted on the project page. Providers and clients may discuss the project on the phone or through other channels but for Genohub to assist with any potential problems we require that you post a short summary of any updates or agreements to the project page.

Shipping input material: The client may not ship any input material to the provider until the project has been explicitly confirmed by Genohub. We confirm the project as soon as we receive a purchase order or payment from the client. Unless otherwise specified, the client is responsible for all shipping charges when shipping the input material to the provider.

Genohub's Standard Quality Policy

• The provider is required to perform QC on the input material, i.e. samples or pre-constructed libraries shipped by the client, regardless of whether the client has performed their own QC. If the provider wishes to charge for this QC, they need to explicitly state the cost for sample or library QC failure before confirming a quote.
• If the input material fails the provider’s quality requirements, the provider must inform the client before proceeding with further library preparation or sequencing work. The provider may cancel the project if input material fails the provider’s quality requirements. If the provider agrees to proceed, the client can choose to ship new input material, or request that the sequencing run proceed at the client’s own risk. Unless otherwise agreed by both sides, the provider is not responsible for the quality of output data if the input material does not meet their quality requirements.
• If the input material passes the provider QC it is the responsibility of the provider to deliver sequencing data that meet the guarantees it has has specified under Sequencing Guarantees. This includes redoing the sequencing run if necessary at no additional cost to the client.
• If no guarantees are specified, the input material passes the provider QC and there is a dispute between the client and the provider over the quality of the output data, Genohub will mediate to determine if the data meet reasonable expectations given the circumstance. If it’s determined that the delivered data do not meet such reasonable expectations it is the responsibility of the provider to remedy the situation and redo the sequencing run if necessary at no additional cost.

Payments by Clients to Genohub

• Genohub acts as the payment intermediary between the client and provider.
• For clients based in the United States, full payment for the project is due 10 days after the completion of the project unless otherwise stipulated by purchasing policies of the client’s institution and explicitly stated on the purchase order. For orders under $10,000 payment can be made by credit card at the start of the project, in which case a purchase order will no longer be required.
• For clients outside United States, full upfront payment is due before the project starts.
• For all projects, Genohub will release the payment to the provider after the project is complete. The project is considered complete when the provider sets the status to ‘Complete’ and all deliverables are submitted to the client.

Cancellations and Refunds

• The client can cancel the project at no cost as long as they haven't shipped the input material yet. Genohub will issue a full refund to the client if a payment has already been made.
• The provider can request that the project be canceled if the input material doesn’t meet their quality requirements. The client would be responsible for any provider-specified QC charges up to that point.
• If the client raises an issue about the quality of the results up to 10 calendar days after the completion of the project, depending on the situation, the provider may be asked to repeat the service or a partial or full refund may be assessed at the sole discretion of Genohub. The provider will be liable for such partial or full refund.
• If the client raises an issue after 10 days past the completion of the project, any refunds will be at the discretion of the provider.
• The client may be eligible for a partial refund as per Genohub’s Missed Turnaround Time Policy.

Missed Turnaround Time Policy

Turnaround time (TAT) is defined as the number of calendar days from the receipt of the input material until the project status is set to ‘Complete’ by the provider and all deliverables are sent to the client.

In cases where the project is delayed beyond the promised TAT as specified in the terms of the accepted quote, within 10 calendar days of project completion, the client may request to be compensated in the form of a turnaround time penalty. This request will be honored at the discretion of Genohub only if it is determined that the provider has been solely responsible for the delay.

TAT penalty is equal to 5% of the total project amount if the TAT exceeds the due date by one day, plus an additional 0.5% for each additional day that the project is delayed.

The provider will be liable for the missed TAT penalty. The missed TAT penalty does not affect the Genohub service fee.