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