Service Provision, Termination and Refund Policy

To use the Platform's services, a customer must meet the following conditions:

• Have full legal capacity under the law.
• Be an individual, business or organisation operating lawfully.
• Provide complete, honest and accurate registration information as required.
• Have lawful rights to the infrastructure, systems or data connected to the Platform.
• Comply with this policy and the applicable law.

We may require additional information or documents to verify a customer during registration or use of the service.

Data permitted on the public service. The public, platform-managed (Marketplace) service may only be used with non-human data (microorganisms, plants, animals and environmental samples), simulated or benchmark data, and public data that has been lawfully published or properly de-identified. Non-public sensitive personal data of individuals in Vietnam — including human genomic, genetic and health data — must not be uploaded to the public service and is handled only through a separate, contracted customer-managed (self-hosted) deployment, as described in our Privacy Policy and Terms of Service.

• The service is provided online through the Omicslab Platform. No physical goods are delivered.
• Your account and workspace are activated after payment or confirmation.
• The service is provided on an availability basis, by region and plan. See our Conditions and Limitations on availability and warranty disclaimer.

The term of use is determined by the service plan or the agreement between Omicslab and the customer, and is stated clearly before or at the time of registration. For a fixed-term service, the customer's right to use the service runs from the start of use to the end of the registered or agreed term. For periodic services, the term continues after the customer completes renewal and meets the applicable conditions.

The service may end on expiry of the term, at the customer's request, by agreement between the parties, or where Omicslab exercises its right to suspend, limit or terminate the service in the following cases:

• The customer breaches the service conditions.
• Signs of fraud, abuse or a security risk are detected.
• The customer does not pay the applicable fees in full.
• At the request of a competent state authority.
• At the request of, or following a change by, a service or infrastructure partner.
• Maintenance, upgrade or protection of the system is required.

When the service ends, we may revoke credentials and disable access to the system. Termination does not end financial or legal obligations that arose before termination.

The contract between Omicslab and the customer ends when one of the following occurs:

• The agreed term expires and the parties do not agree to renew.
• The parties have completed their rights and obligations and agree to end the contract early.
• Either party exercises its right to terminate under the contract or the law.
• Omicslab terminates the service under the contract, the terms of use, its policies, or at the request of a competent state authority.
• Other cases agreed by the parties or provided by law.

Where the exact end time is not published and the customer is the terminating party, the time the customer sends the notice is treated as the end time.

After receiving a notice of termination, we check and confirm receipt within a maximum of 3 working days. If the notice is incomplete or requires further verification, we may ask the customer for the necessary information; the period is counted from when we receive complete and valid information. Once the check is complete, we respond confirming the termination, the end time and any remaining obligations. We aim to complete the check and respond within 7 working days of receiving complete and valid information; where reconciliation of transactions or coordination with third parties is needed, the period may be longer, and we inform the customer of the status and the expected completion time.

Service fees paid to Omicslab are for registering and using the service under the agreement. We do not refund service fees where the customer terminates, stops or does not continue to use the service before the term ends, except where required by law or where a separate published policy applies to a specific service. Termination does not end financial or legal obligations that arose before termination. Nothing in this policy limits your statutory rights as a consumer under Vietnamese law.