Customer Policies

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Nexgene Inc provides consultations, written reports, and strain-selection advice for food-related microbial strains. For customer support, cancellation requests, refunds, or billing concerns, call +1 (847) 702-1134 or use the contact form on our Home page.

PRICING AND PAYMENT

Services are individually quoted in U.S. dollars. Before you commit, your written proposal identifies the scope, deliverables, total fee, any applicable taxes, payment due dates, and delivery schedule. Payments are collected by invoice according to the accepted proposal. Work starts after acceptance and any payment specified in the proposal. Additional work or fees require your agreement in advance. There are no automatic recurring charges unless separately agreed in writing.

DELIVERY

Consultations are provided in the format agreed when booked. Reports and advisory deliverables are provided by the method and date agreed in the written proposal. We confirm any proposed timing changes with you. We currently provide consulting services only and do not sell or ship physical products; physical-product shipping and return policies therefore do not apply.

CANCELLATION AND RESCHEDULING

Contact us to cancel or reschedule. Consultations cancelled at least 24 hours before their start receive a full refund of the consultation fee. For cancellations within 24 hours or missed appointments, we offer one rescheduling without an additional consultation fee. If report or advisory work is cancelled after it begins, you are responsible only for work already completed within the accepted scope; prepaid amounts for work not performed are refunded. If we cancel and you do not accept a replacement date, we refund prepaid amounts for undelivered services.

REFUNDS AND BILLING DISPUTES

Call +1 (847) 702-1134 or use our Home page contact form with your name, invoice number, and a description of the issue. We acknowledge requests within 3 business days and aim to resolve them within 10 business days. Duplicate or incorrect charges are corrected. If an agreed deliverable is missing or materially differs from the accepted scope, we discuss a correction or an appropriate refund for the affected service. Completed services are otherwise non-refundable, subject to applicable law. Approved refunds are initiated to the original payment method within 10 business days; payment providers may take additional time to post the funds. These policies do not limit your rights under applicable law or through your payment provider.

SERVICE TERMS

Each accepted proposal specifies the work, fee, timing, and delivery method. Clients must provide information needed for the engagement and identify relevant project requirements. Advice depends on the information supplied and does not guarantee a particular technical, commercial, or regulatory result. Clients remain responsible for evaluating suitability and meeting applicable requirements before using strains in their operations. Changes to scope, fees, or deadlines require written agreement.

RESTRICTIONS AND PROMOTIONS

Engagements are subject to applicable legal restrictions; we confirm whether we can accept a project before collecting payment. We currently advertise no active promotional offer. Any future promotion will state its eligibility, duration, and conditions alongside the offer.