This page establishes the terms and conditions governing the use of the services offered by Biodiv Laboratorios, as well as the relationship between the laboratory and the patients or users who request any of our services.

By requesting, contracting, or using any of the services provided by Biodiv Laboratorios, the user or patient expressly accepts these terms and conditions.

Prices

Prices published on the Biodiv Laboratorios website are entered manually through our content management system. Therefore, there is a possibility that typographical, human, or technical errors may occur when publishing such prices.

Consequently, Biodiv Laboratorios reserves the right to correct, modify, or cancel any quotation, service request, or purchase made through the website when there is an evident error in the published prices.

Likewise, the prices displayed on the website, on test pages, or in any section of the portal may be outdated or may not reflect the current final price at the time the service is requested or purchased.

The prices displayed on the website are provided for informational and commercial purposes and therefore do not constitute an irrevocable offer or, by themselves, guarantee the immediate availability of the service. The final purchase of any test or service will be subject to validation by Biodiv Laboratorios, as well as operational availability, updated pricing, applicable medical requirements, and any other conditions in effect at the time the service is provided.

In the case of purchases or payments made online, the laboratory reserves the right to void or cancel the purchase of the service when it is determined that the published price resulted from an error, outdated information, or an inconsistency in the information displayed on the website.

In such situations, Biodiv Laboratorios may cancel the transaction and issue the corresponding refund for the payment made, informing the user of the situation identified.

Therefore, published prices should be considered for reference or informational purposes only. Patients or users are advised to contact Biodiv Laboratorios directly to confirm the final price of the requested test or service.

Online purchases

Purchases made through the Biodiv Laboratorios website are subject to these additional terms and conditions.

Review of tests and packages

It is the patient’s responsibility to carefully review the contents of any packages, profiles, or promotions purchased before making additional purchases.

If the patient purchases individual tests that are already included in a previously purchased package, Biodiv Laboratorios will not be required to issue returns, credits, or refunds for duplicate items.

However, when operational conditions allow and at the sole discretion of the laboratory, the corresponding amount may be retained as a credit balance for future purchases of tests or services.

Cancellations and refunds for online purchases

Requests for cancellation or refunds of purchases made through the website must be sent exclusively to [contacto@biodiv.mx](mailto:contacto@biodiv.mx), stating the reason for the request and providing the corresponding purchase reference number.

Biodiv Laboratorios will have an estimated period of one (1) to three (3) business days to review and respond to the request.

When the cancellation is approved and the service has not yet been performed, processed, or initiated, an administrative penalty equivalent to ten percent (10%) of the amount paid will apply. In certain cases, this penalty may also include an additional administrative fee of up to MXN $10.00.

The corresponding refund will be issued using the same payment method used for the original purchase and may be reflected within approximately five (5) to ten (10) business days after authorization, depending on the processing times of the financial institutions involved.

When the cancellation is solely attributable to Biodiv Laboratorios, no penalty will apply, and the corresponding refund will be issued in accordance with the applicable procedures.

Unrecognized payments, cloned cards, and identity theft

Biodiv Laboratorios has no reasonable means of determining whether a bank card, account, payment method, or authentication mechanism has been legitimately obtained by the person carrying out the transaction when such transaction has been authorized through the security mechanisms established by the corresponding financial institution, including, without limitation, PIN, signature, chip, token, biometric verification, electronic authentication, or other similar methods.

Therefore, the patient acknowledges that Biodiv Laboratorios acts as a recipient of payments authorized by third-party processors and financial institutions and does not participate in the issuance, administration, identity verification, or final authorization of the payment methods used.

In cases of identity theft, card cloning, unauthorized use of payment methods, unrecognized charges, or any similar situation, Biodiv Laboratorios will reasonably cooperate with financial institutions, payment processors, and competent authorities by providing any information it is legally permitted to share.

When the contracted tests have already been performed or processed, either in whole or in part, Biodiv Laboratorios will not be required to issue additional refunds under such circumstances, and any financial disputes must be resolved in accordance with the procedures established by the corresponding financial institution.

When the tests have not yet been performed or processed, Biodiv Laboratorios may evaluate whether a cancellation and partial refund is applicable, subject to the administrative penalties set forth in these terms and conditions.

Card payments

Payments made by credit cards, debit cards, or other electronic payment methods are subject to the policies of the participating financial institutions.

Post-payment cancellations

Once a card payment has been made and the provision of the service has been accepted, any cancellation requested by the patient will be subject to the cancellation provisions set forth in these terms and conditions.

Unless the cancellation is attributable to Biodiv Laboratorios, an administrative penalty equivalent to ten percent (10%) of the amount paid may apply and may also include an additional administrative fee of up to MXN $10.00, when applicable.

Signing of test orders and acceptance of the service

The physical or electronic signature of test orders, informed consent forms, service requests, or any other document related to the provision of the service shall constitute evidence that the patient requested, accepted, and authorized the performance of the corresponding tests.

Such documentation may be used by Biodiv Laboratorios as supporting evidence in connection with inquiries, investigations, claims, chargebacks, or disputes initiated with financial institutions, payment processors, or competent authorities.

Banking disputes

In the event that a cardholder files an inquiry, chargeback, dispute, or claim regarding unrecognized charges, Biodiv Laboratorios may provide the corresponding financial institution with documentation, records, signatures, proof of service, identification documents, or any other available evidence supporting the provision of the contracted service.

The patient acknowledges that the existence of a banking dispute does not automatically result in the cancellation of the contracted tests or require Biodiv Laboratorios to issue refunds when the services have already been provided, processed, or performed, either in whole or in part.

Disputes related to identity theft, unauthorized use of payment methods, cloned cards, or similar situations must be handled primarily in accordance with the procedures established by the corresponding financial institutions and competent authorities.

Refunds for credit or debit card payments

When a full or partial refund of a payment made by bank card is applicable, the refund will be issued exclusively to the same card or payment method originally used for the transaction, unless otherwise required by applicable law.

Each payment or transaction may be refunded through this procedure only once. Before issuing the refund, Biodiv Laboratorios may apply any applicable penalties, administrative fees, commissions, or deductions in accordance with the cancellation and refund provisions set forth in these terms and conditions.

Once Biodiv Laboratorios has processed and authorized the refund, the time required for the amount to appear in the cardholder’s account or on their card will depend exclusively on the issuing financial institution, the payment processor, and their respective processing times. This period may vary from approximately three (3) to thirty-one (31) calendar days.

Biodiv Laboratorios has no control over the processing, release, authorization, or posting times of refunds by financial institutions once the refund has been successfully processed through our systems.

As proof of the refund, Biodiv Laboratorios may provide the patient or payment holder with the code, reference number, transaction reference, or transaction identifier available in the system or processing platform used. This will be the banking information available to Biodiv Laboratorios for tracking the refund.

Due to limitations in accessing the internal systems of financial institutions, Biodiv Laboratorios will not be able to provide additional information regarding the internal status of the refund, exact crediting dates, pending transactions, bank authorizations, or internal processes of the issuing bank.

Once the corresponding code, reference number, or transaction reference has been provided, any further inquiries regarding the receipt, posting, or availability of the funds must be made directly by the cardholder with their financial institution, providing such reference when necessary.

The delivery of the corresponding transaction code or reference will serve as evidence that Biodiv Laboratorios has initiated or processed the refund through the available payment systems, without implying that the amount must be immediately reflected in the cardholder’s bank account.

At-home testing

At-home sample collection service is subject to operational availability, safety conditions, logistics, and the geographic location of the residence.

Due to external factors such as traffic, mobility conditions, safety concerns, or distance, Biodiv Laboratorios reserves the right to accept, reschedule, or cancel at-home services when necessary to protect the safety and well-being of its personnel.

Likewise, although Biodiv Laboratorios strives to meet the agreed schedules, arrival at an exact time cannot be guaranteed, and delays may occur due to circumstances beyond the laboratory’s control.

In the event of any unforeseen issue or change to the scheduled service, Biodiv Laboratorios will promptly inform the patient so that they may decide whether to proceed with, reschedule, or cancel the corresponding sample collection.

At-home sample collection services are subject to a mandatory additional fee, regardless of the area where the service is requested. This service has an established minimum fee, which may increase depending on the distance, area, or logistical conditions required for the visit.

This fee must be paid in advance by electronic transfer or another payment method authorized by Biodiv Laboratorios as a mandatory requirement for confirming the service.

The payment corresponding to travel or the home visit is non-refundable, regardless of whether the patient subsequently decides to cancel the service or the sample collection cannot be performed for reasons attributable to the patient, such as absence from the residence, lack of preparation for the test, or any other situation that prevents the sample collection from being carried out.

Offers and promos

Promotions offered by Biodiv Laboratorios are subject to specific conditions that determine their validity, applicability, and limitations.

In many cases, the specific restrictions or conditions of each promotion may be indicated in the graphic materials, publications, or media in which they are advertised. However, each promotion may have additional terms and conditions, which may be requested from laboratory staff.

Promotions constitute voluntary commercial offers made by Biodiv Laboratorios in good faith and therefore do not constitute acquired rights or benefits that may be demanded by the patient.

In general, promotions are subject, at a minimum, to the following rules:

• Most promotions have a validity or expiration date.
• Some promotions may remain generally available until the laboratory decides to modify, update, or discontinue them.
• Promotions will not apply when the patient does not meet the specific conditions established for their use.
• Unless expressly stated otherwise, promotions are valid only once per patient per promotion. This means that the same patient may participate in different promotions during different periods or campaigns, provided they meet the applicable conditions for each one.
• Promotions cannot be combined with each other, except for those classified as general promotions when expressly indicated.
• Some promotions may include physical gifts or material incentives, which will be available while supplies last. Once supplies are exhausted, the promotion may be withdrawn or modified.

When a promotion includes random mechanisms, such as prize wheels, raffles, or similar methods, the patient acknowledges that there is no guarantee of receiving a discount or benefit. Therefore, not receiving a prize will not give rise to any right to file a claim or receive additional opportunities.

Biodiv Laboratorios reserves the right to modify, suspend, cancel, or deny the application of any promotion for operational, administrative, or commercial reasons, or when any situation is identified that laboratory staff considers inappropriate for its application.

Some promotions may apply only to specific tests or a limited group of tests and therefore may not be valid for all tests offered by Biodiv Laboratorios.

If a promotion includes physical gifts provided free of charge, such items are provided without any warranty, as they constitute an additional benefit offered at no cost to the patient. Biodiv Laboratorios will not be responsible for manufacturing defects, functionality issues, or the quality of such items.

If laboratory staff, due to an error or omission, fails to provide a promotional benefit or material at the time of the visit, the patient must report it before leaving the facility. If the patient leaves the laboratory without reporting the situation, the promotion will be considered expired and may not be redeemed or claimed afterward, unless laboratory staff expressly indicates otherwise.

On-site sample collection

Sample collections performed directly at Biodiv Laboratorios facilities generally do not require an appointment, except in cases where otherwise indicated.

However, Biodiv Laboratorios reserves the right to refuse to provide the service when circumstances exist that could compromise the quality of the test, the safety of its personnel, or compliance with applicable health regulations.

Such circumstances may include, but are not limited to:

• Failure to comply with medical or preparation requirements for the test.
• Requests to alter, modify, or falsify results.
• Inappropriate or aggressive behavior, or conduct that puts staff or other patients at risk.
• Any other situation that staff considers incompatible with the proper provision of the service.

Biodiv Laboratorios will not deny service based on religion, ethnic origin, skin color, sex, gender, sexual orientation, or any other personal characteristic protected by law, reaffirming its commitment to non-discrimination.

Cancellation of tests

If the patient requests the cancellation of a previously contracted test, a penalty equivalent to ten percent (10%) of the service cost may apply for administrative expenses. In certain cases, this penalty may also include an additional administrative fee of up to MXN $10.00.

This penalty will not apply when the cancellation is made directly by Biodiv Laboratorios.

Tests may only be canceled if they have not yet entered the processing or analysis stage. Once sample processing has begun, cancellations or refunds will no longer be possible.

Likewise, biological samples provided by the patient cannot be returned, regardless of whether the test is processed, due to applicable health and biosafety protocols.

Return of samples

If Biodiv Laboratorios, at the patient’s request or due to any other circumstance, returns previously submitted biological samples, the following conditions shall apply:

From the moment the sample is returned to the patient or an authorized third party, Biodiv Laboratorios will no longer be responsible for its handling, transportation, storage, or preservation. Consequently, the patient assumes full responsibility for the conditions under which the sample is handled, stored, or transported, and the laboratory’s internal handling, biosafety, and preservation protocols will no longer apply.

Any test, analysis, or procedure subsequently performed using the returned sample will be entirely unrelated to Biodiv Laboratorios. The patient acknowledges that such samples may be reprocessed under different conditions and that variations in the results may occur due to the time elapsed since the original collection, storage conditions, or handling. Biodiv Laboratorios will not be responsible for such processes or for the results obtained.

The patient acknowledges that, once returned, the sample may be subject to alterations, contamination, degradation, spills, or any other changes that could affect its integrity and usefulness. Biodiv Laboratorios does not guarantee the stability, viability, or suitability of the sample for subsequent testing.

By returning the sample, Biodiv Laboratorios is released from any responsibility related to its use, destination, handling, analysis, or any results derived from it, regardless of the condition of the sample or how it is subsequently used.

Delivery and verification of results

Biodiv Laboratorios delivers test results exclusively through the following official channels:

• Printed results in physical format at the laboratory facilities.
• Digital delivery via WhatsApp to the number provided by the patient.
• Digital delivery via email to the email address provided by the patient.
• Digital generation through the patient platform.

The laboratory does not guarantee the authenticity, validity, or integrity of digital documents distributed through other channels, including email, social media, third-party platforms, or any other unauthorized format.

Because digital files may be modified, altered, or manipulated by third parties, results presented in digital or printed format may be verified directly with Biodiv Laboratorios staff, who maintain the original records and results issued by the laboratory.

If validation or confirmation of a result’s authenticity is required, it must be requested directly from the laboratory, which may verify the information based on its internal records and corresponding control systems.

Biodiv Laboratorios is not responsible for documents that have been altered, falsified, or modified by third parties, including those that use the laboratory’s name, logo, or institutional image without authorization.

Third-party processing

In certain cases, Biodiv Laboratorios may process samples through reference laboratories, external institutions, or with the collaboration of additional healthcare professionals when required by the nature of the test or for operational reasons.

In such cases, the laboratory is committed to maintaining transparency in the information provided to the patient, indicating in the corresponding results when a test has been performed in whole or in part by a third party.

The patient acknowledges and accepts that these processes are part of the laboratory’s normal operations and that the results issued are supported by the laboratory that performed the corresponding analysis.

Interpretation of results and medical responsibility

Tests performed by Biodiv Laboratorios are intended to provide analytical information obtained through technical and scientific processes, which must be interpreted by a properly qualified healthcare professional.

Laboratory results do not, by themselves, constitute a medical diagnosis, nor do they replace the clinical evaluation performed by a treating physician.

Biodiv Laboratorios is not responsible for incorrect interpretations, personal conclusions, self-diagnoses, or medical decisions made by the patient or other individuals who are not qualified healthcare professionals.

Likewise, the reference values included in the reports are provided for guidance purposes only and may vary depending on clinical factors, physiological conditions, age, sex, medical history, and other criteria that must be evaluated by the treating physician.

The patient acknowledges that the final interpretation of the results and any medical decisions arising from them are the sole responsibility of the healthcare professional managing their clinical care.

General provisions

Biodiv Laboratorios reserves the right to modify, update, or replace these terms and conditions at any time, without prior notice, when necessary for the proper provision of services or to comply with legal or regulatory requirements.

For any questions, clarifications, or concerns related to our services, users may contact Biodiv Laboratorios through our official communication channels.