TERMS OF SERVICE

SUPPORT

TERMS & CONDITIONS

The genetic risk profile is not diagnostic and should not be used as one. "High risk" for certain conditions does not necessarily mean that the patient will get that condition either now or in the future. Environmental factors and lifestyle-related factors heavily influence the outcome of many of these conditions.

YOUR PRIVACY

Respecting your privacy is important to Precision Health Innovations Pvt Ltd (SugarStrings.ai). The purpose of this statement is to inform you of the kinds of information that we may gather when you use our website, how we may use the information, and how we may disclose it to other parties. By using our products and services, you agree that this Privacy Statement is acceptable to you and that Precision Health Innovations Pvt Ltd (SugarStrings.ai) is permitted to use your personal information as stated below.

INFORMATION COLLECTED

Precision Health Innovations Pvt Ltd (SugarStrings.ai) collects the following information:

• From visitors to our website, we collect their demographics, IP addresses and behaviour on our website.
• Newsletter subscribers provide their name and email address.
• Registered customers provide details of name, email, mobile, and billing and shipping address. This information is securely stored in our CRM.
• Customers who purchase genetic tests or counselling services provide their health history through a questionnaire (available offline/online). Once the genetic test is done, their data is analyzed and reports are sent. All this information is stored in our Laboratory Information Management System (LIMS).

CONTACT INFORMATION

We do not share this information with any third-party mailing lists. We may use this information to assist you in your use of our products, to assess the usefulness of product features, to request feedback about your satisfaction with our products, and to send you information about other products.

HEALTH & GENETIC INFORMATION

Report generation: Your health and genetic information is confidential and we make sure all information is stored in our LIMS. The primary use of genetic information is to assess your genetic predisposition and report this to you (please note that your health history is not used in this report). Following your genetic counselling, we may prepare an action plan to achieve your health goals - this report utilizes your health history and genetic information.

De-identification of data:

Before your blood/saliva/other sample enters our lab, we make sure it is assigned a unique ID and de-identified, so that your personal information is not accessible to all. Only authorised personnel from our team have access to this information. Throughout the processing, your sample is tracked by our LIMS.

Research use:

Considering the importance of genetic and health information in research, we use this information without any personal identification for further analysis, with the customer’s consent. During sample collection, we send out a consent form to all customers.

Disclosure

We do not share any information with unaffiliated parties, except where required to provide you or your organization the ability to use the product as desired or where required to do so by law. If your sample has come to us from a channel partner or a healthcare provider, they may have access to your reports and other information.  will not be held responsible for any violation of privacy in such cases. In the future, Precision Health Innovations Pvt Ltd (SugarStrings.ai) may sell business units, product lines, or other assets. In such cases, customer information may be one of the transferred business assets. Also, if Precision Health Innovations Pvt Ltd (SugarStrings.ai) or substantially all of its assets were to be sold, customer information would be one of the transferred assets. In all such cases, Precision Health Innovations Pvt Ltd (SugarStrings.ai) may disclose customer information before the transaction to a prospective purchaser and its representatives in connection with the purchaser's due diligence investigation.

LINKS TO OTHER SITES

Our website may have links to partner sites that are not under Precision Health Innovations Pvt Ltd (SugarStrings.ai) control. This Privacy Statement applies only to our site and products and not to the linked sites.

CHANGES IN PRIVACY POLICY

If we change our privacy policy, we will post those changes here so that you may be informed. We suggest that you check this statement periodically. Unless otherwise stated, our current Privacy Statement will apply to all information about you that we obtain.

CANCELLATION AND REFUND POLICY

You can cancel your order and request a refund by emailing support@sugarstrings.ai with the order details within 24 hours of ordering.

20% of the order value is deducted per product if the refund request is made before receiving your sample in our lab.  After the customer is notified that their sample is received by the laboratory, the order is non-refundable. 

SAMPLE QUALITY AND RESAMPLING 

Samples we receive with inadequate quality to run the tests we offer resampling for INR 2500.

If the customer chooses to cancel the order instead

• 80% refund is provided for samples that fail the visual check.
• 70% refund is provided for samples that fail our sample quality check.
• 50% refund is provided when the lab process fails due to proper reasons.

GENETIC RAW DATA

Precision Health Innovations Pvt Ltd (SugarStrings.ai) does not share genetic raw data for our preventive genomics offerings.

SHIPPING

FOR CUSTOMERS IN INDIA

• On ordering the test, we will deliver the kit to the address registered with us.
• Buccal Swab collection can be done from the privacy of your home.
• After collecting your sample, drop us a mail or give us a call, and our courier partner will pick it up from your doorstep, with some exceptions to remote locations.

WE CURRENTLY OFFER OUR SERVICES ONLY IN INDIA

Logistics

Logistics (India)

Our swab kits can be ordered from the privacy of your home. You can opt for complete privacy where we send you the kit in completely discreet packaging.

TAT (Turn Around Time)

The sample collection kit will be delivered to your preferred address within 2-5 business days.

Free sample pick-up from your preferred location (in India) will be arranged within 3 business days of informing us.

Reports will be delivered to via email within 4 weeks from the date of receipt of your samples in our laboratory.

Process Overview:

• Our courier partners will deliver the kit to your address.
• As soon as your sample is received in our lab, we register it in our Laboratory Information Management System. Once registered, your sample will be assigned a unique code to ensure your complete data privacy right from the start of the process.
• Sample collection can be done in the privacy of your home.
• Mail us at support@sugarstrings.ai and we will arrange for your sample pick up through our logistic partners.

Conditions:

• Please read the instructions carefully before collecting your sample.
• Please do not refrigerate the kits. The sample and ingredients should be stored at room temperature.
• It is important to note that the improper handling of the swab can affect the quality of your DNA sample. So, please be careful to insert the swab into the tube without touching the sides to prevent contamination of your sample.
• As soon as your saliva sample is ready, inform us so that we can arrange for a courier pick-up (PAN India only). You can also send the kit to us directly through local post or your preferred courier services (Please use the courier declaration forms that come along with the package). You may also visit us and hand over the kits to us.

CANCELLATION AND REFUND POLICY

You can cancel your order and request a refund by emailing support@sugarstrings.ai with the order details within 24 hours of ordering. 

20% of the order value is deducted per product if the refund request is made before receiving your sample in our lab.  After the customer is notified that their sample is received by the laboratory, the order is non-refundable.