Support & F.A.Q.

NexoGENO is a company specializing in the advanced analysis of raw genetic data. Our primary service is the in-depth interpretation of your already sequenced DNA, utilizing an exclusive, high-precision testing method. We offer detailed genetic ancestry reports (modern and ancient), as well as insights into genetic health predispositions (covering physical and pathological traits), empowering you with a deeper understanding of your origins and well-being. 

No. NexoGENO does not perform DNA sample collection or laboratory DNA testing. We exclusively work with the raw DNA data you already possess from other genetic testing companies. Our focus is on extracting maximum information and precision from your existing genetic data. 

We accept raw DNA data files in .txt and .csv formats. Our platform is compatible with raw DNA data from major genetic testing companies, including: 23andMe, Ancestry, MyHeritage, FamilyTreeDNA, LivingDNA and others. If your file is from a different company or in another format, please contact us to verify analysis compatibility. 

NexoGENO’s genetic analysis offers a superior level of detail and precision compared to many standard reports. Our advanced genetic calculator is specifically designed to minimize distortions and identify nuances in your ancestry that other analyses might miss. This allows for a more accurate match with your genealogical research and a deeper understanding of your lineages. Additionally, we correlate your genetic data with an extensive scientific database to provide relevant and updated health predisposition insights.

NexoGENO provides information on your genetic predispositions for a variety of physical characteristics and potential pathological conditions. Our reports can indicate genetic tendencies related to metabolism, nutrient response, and increased risk for certain health conditions, among others. It is crucial to understand that this information indicates predispositions, not diagnoses. Our goal is to offer valuable genetic insights so you, in consultation with healthcare professionals, can make informed, proactive decisions about your well-being and lifestyle. 

After we receive and validate your raw DNA data, our standard processing time to deliver your personalized genetic reports is up to 15 days.

We sell digital genetic reports created from the DNA raw data file you upload. No physical goods are shipped.

Delivery
After payment, access is delivered instantly on-screen and by email. If you don’t receive your files, please contact [email protected] and we’ll help right away.

Change of mind
Because our reports are custom-processed once the analysis starts, we generally can’t offer refunds for change-of-mind after delivery has been made.

We will refund in these cases:

• Duplicate purchase of the same product.

• Technical failure on our side that prevents delivery and we cannot resolve after troubleshooting.

• Unauthorized/incorrect charge (for example, a clearly fraudulent transaction or a payment processed in error).

How to request a refund
Email [email protected] within 14 days of purchase and include your order email, order ID, and a short description of the issue.

Who processes the refund
Payments are handled by our commerce partner (Merchant of Record). The refund will be processed back to your original payment method, and your statement may show their name next to NexoGENO.

Timing
Approved refunds are submitted immediately; your bank or card issuer typically completes them within 5–10 business days.

Support
If you’re having trouble accessing your files or need help with your order, contact [email protected]. We’re happy to help.