Terms of Sale and Website Use

Terms governing direct purchases, website use and related GEME services.

Last updated: 29 July 2026

NOTICE FOR U.S. CONSUMERS: Section 18 contains a binding individual arbitration agreement and class action waiver. It affects your right to sue in court or have a jury trial. You may opt out within 30 days.

1. About These Terms

These Terms apply when you visit or use gemebio.com, purchase products or services directly from GEME through this website, or use an account, registration, rewards, warranty or support service provided by GEME.

The seller and website operator is ROKH SRL, Boulevard Louis Schmidt 29, 1040 Etterbeek (Brussels), Belgium. Company registration (BCE/KBO): 0719.978.144. VAT number: BE0719978144. Email: support@gemebio.com.

In these Terms, "GEME", "we", "us" and "our" refer to ROKH SRL.

Products purchased from Amazon, another marketplace or an independent retailer may also be subject to that seller's terms. Your sales contract is normally with the seller shown on your order confirmation.

2. Relationship Between Policies

These Terms apply together with the Refund Policy, Shipping Policy, Warranty Policy, Privacy Policy, Cookie Policy and, where purchased or activated, the GEME Care Terms.

For a matter specifically addressed by one of those policies, the more specific policy applies to that matter. Product-specific terms shown on the applicable product page or order confirmation apply to that product, provided that they do not reduce mandatory consumer rights.

If there is a conflict, mandatory applicable law prevails first; then the applicable product or service-specific terms; then the relevant Refund, Warranty, Shipping or GEME Care policy for its subject matter; and then these Terms for the remaining matters.

3. Eligibility and Account Information

You must have legal capacity to enter into a contract in your jurisdiction. Where you create an account, register a product or claim an entitlement, you must provide accurate and current information.

You are responsible for protecting access to your account. Contact us promptly if you believe your account or order information has been used without authorisation.

4. Product Information

We take reasonable care to describe our products accurately. Product images are illustrative, and colours or minor details may vary because of displays, manufacturing updates or regional specifications.

We may make changes that do not materially reduce a product's safety, essential functionality or advertised performance. Material changes to a pre-order will be communicated before shipment where required.

Product performance depends on correct installation, permitted inputs, operating conditions, maintenance and use in accordance with the applicable manual and safety instructions.

5. Orders and Contract Formation

Placing an order is an offer to purchase. An automated order-receipt message confirms that we received the order but is not, by itself, acceptance.

A binding sales contract is formed when we send an email expressly confirming acceptance, dispatch the order, or otherwise expressly accept it.

Before acceptance, we may refuse or cancel an order for reasons including lack of stock, an obvious pricing or description error, failed or reversed payment, suspected fraud, legal or delivery restrictions, or an order quantity that reasonably appears to be for unauthorised resale.

If we cancel an order after taking payment, we will refund the amount paid for the cancelled item.

6. Prices, Taxes and Payment

The price, currency, applicable taxes, delivery charges and any known import charges will be shown at checkout before you place the order.

Whether import duties and taxes are included depends on the destination and the delivery terms shown at checkout or in the order confirmation.

Payments are processed by authorised payment providers. We do not normally receive or retain your complete payment-card number.

A temporary authorisation, security review or identity check may delay acceptance or dispatch. Security checks do not remove mandatory consumer rights.

7. Promotions, Bundles and Gifts

Promotions, bundles, gifts, discount codes and limited offers may have additional conditions displayed with the offer.

• Promotions cannot be exchanged for cash unless the offer or applicable law states otherwise.
• Only one promotion may be applied per order unless the offer states otherwise.
• A refunded bundle may require return of included gifts.
• The disclosed value of an unreturned promotional item may be deducted from a voluntary refund where permitted by law.

8. Delivery

Delivery areas, processing estimates, shipping fees, customs information and delivery procedures are set out in our Shipping Policy.

Delivery dates are estimates unless we expressly agree to a guaranteed date.

For consumer orders, risk of loss or damage normally passes when you, or a person designated by you other than the carrier, takes physical possession of the goods, unless applicable law provides otherwise.

9. Cancellations, Returns and Refunds

Your cancellation, withdrawal, return and refund rights are explained in our Refund Policy.

Our voluntary 30-Day Money-Back Guarantee is additional to, and does not replace, mandatory rights relating to withdrawal, faulty goods, non-conforming goods, delayed delivery or misdescription.

10. Statutory Rights and Commercial Warranty

Products may be protected by mandatory legal guarantees, implied warranties or durability rights under the law applicable to the sale.

The GEME Limited Warranty and Commercial Guarantee and any GEME Care plan, registration bonus or promotional coverage are additional to those rights.

11. Product Registration, GEME Life and Rewards

Product registration may be required to access optional connected services, rewards, consumable eligibility, registration bonuses or account-based benefits.

Registration is not required to preserve mandatory statutory rights or the standard GEME commercial warranty.

GEME Dots, referrals, community rewards and similar programmes are governed by their applicable programme terms. Points have no cash value unless expressly stated or required by law.

We may correct points or entitlements issued because of error, fraud, duplicate events, cancelled orders or refunds, in accordance with the applicable programme terms.

12. Acceptable Website Use

You must not:

• interfere with the website, its security or another user's access;
• use automated tools to scrape, overload or disrupt the service;
• attempt unauthorised access to accounts, systems or data;
• submit unlawful, deceptive, unsafe or infringing content; or
• use GEME content or trademarks in a way that falsely suggests endorsement.

We may restrict access where reasonably necessary to protect users, our systems or legal rights.

13. Intellectual Property

The GEME name, trademarks, website design, text, graphics, photographs, videos, software and other content are owned by or licensed to ROKH SRL.

You may use the website for personal, non-commercial purposes. No other licence is granted except as required by applicable law or expressly agreed in writing.

14. Third-Party Services and Links

The website may use or link to services operated by third parties, including payment, delivery, review, analytics, account and support providers.

Their separate terms or privacy notices may apply where they independently provide a service. We are not responsible for third-party services outside our reasonable control, but this does not limit responsibilities that applicable law places on us.

15. Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, wilful misconduct, death or personal injury caused by negligence, defective products where liability is mandatory, or breach of mandatory consumer rights.

For consumers, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for business losses where a product was purchased mainly for personal or household use.

We are not responsible for loss caused by use contrary to the manual or safety instructions, prohibited inputs, incorrect voltage, unsuitable installation, inaccurate information supplied by you, or unauthorised modifications that caused the loss, except to the extent applicable law places responsibility on us.

For business customers, to the maximum extent permitted by law, our aggregate contractual liability is limited to the amount paid for the affected product or service, excluding liabilities that cannot lawfully be limited.

16. Events Outside Our Reasonable Control

We are not liable for delay caused by events outside our reasonable control, including carrier disruption, customs action, natural disasters, labour disruption, infrastructure failure or government restrictions.

We will take reasonable steps to reduce the impact and will inform you of a material delay. Any mandatory right to cancel or obtain a refund remains available.

17. Governing Law and Disputes

These Terms are governed by Belgian law.

If you are a consumer, this choice does not deprive you of mandatory protections or competent courts available under the law that would apply without this clause.

For transactions between businesses, the courts of Brussels, Belgium have exclusive jurisdiction unless we agree otherwise in writing.

Please contact support@gemebio.com first so that we can try to resolve the matter.

For United States consumers, Section 18 controls the forum and procedure for covered disputes.

18. United States Dispute Resolution; Individual Arbitration and Class Action Waiver

This Section applies only if you are a consumer residing in the United States and the relevant product or service was delivered or supplied to you in the United States.

Please read this Section carefully. Except for the exceptions below, it requires you and GEME to resolve covered disputes through binding individual arbitration rather than in court. You and GEME waive the right to a jury trial and the right to participate in a class, collective or representative proceeding. You may opt out as described in Section 18.7.

18.1 Informal Dispute Resolution

Before starting arbitration or court proceedings, the party raising the dispute must give the other party a written notice and make a good-faith effort to resolve the matter informally for 60 days.

A notice sent to GEME must be emailed to support@gemebio.com with the subject line “Legal Dispute Notice” and must include the claimant's full name, contact details, relevant order or account information, a description of the facts and legal basis of the dispute, and the relief requested. GEME may send a notice to the email address associated with the relevant order or account.

Neither party may begin arbitration until the 60-day informal resolution period has ended, unless both parties agree otherwise or immediate relief is reasonably required. Applicable limitation periods will be tolled during this period to the extent permitted by law.

18.2 Agreement to Individual Arbitration

Except for the matters listed in Section 18.3, any dispute, claim or controversy arising out of or relating to these Terms, the website, a GEME product or service, an order, account, warranty, GEME Care plan, communication, transaction or the relationship between you and GEME will be resolved by final and binding individual arbitration.

This arbitration agreement is governed by the United States Federal Arbitration Act. Arbitration will be administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules and Consumer Due Process Protocol then in effect, as modified by this Section. Where the AAA determines that its Mass Arbitration Supplementary Rules apply to coordinated individual filings, those rules may govern administration, but each claim remains an individual claim and no arbitrator may award class or representative relief.

The arbitration may be conducted by video, telephone, written submissions or an in-person hearing reasonably convenient to the consumer, as permitted by the applicable AAA rules. The arbitrator may award any individual remedy that would be available in court under applicable law.

The arbitrator will decide disputes concerning the interpretation, scope or application of this arbitration agreement, except that a court of competent jurisdiction will decide whether the class action waiver in Section 18.4 is enforceable and whether a valid opt-out was made.

18.3 Exceptions

Either party may:

• bring an individual claim in an eligible small claims court;
• seek temporary or preliminary relief from a competent court where reasonably necessary to protect intellectual-property rights or prevent imminent unlawful conduct;
• report a matter to, or cooperate with, a government or regulatory authority; or
• seek public injunctive relief in court where applicable law does not permit that relief to be waived or resolved exclusively through arbitration.

Nothing in this Section prevents a regulator, public authority or qualified entity from exercising powers granted to it by law.

18.4 Class Action and Representative Proceeding Waiver

To the fullest extent permitted by applicable law, you and GEME agree that each may bring claims against the other only in an individual capacity.

Neither you nor GEME may bring, participate in or seek relief through any class, collective, consolidated, representative or private attorney general proceeding. An arbitrator may not combine the claims of more than one person or award relief to or against anyone who is not a party to the individual arbitration, unless both parties expressly agree in writing after the dispute arises.

Administrative coordination of individual arbitrations under applicable AAA rules does not create a class or representative proceeding and does not authorise relief for persons who are not parties to an individual arbitration.

This waiver does not apply to any right or proceeding that cannot lawfully be waived.

18.5 Arbitration Fees and Legal Costs

Fees will be allocated under the applicable AAA Consumer Arbitration Rules and applicable law. A consumer will not be required to pay more in arbitration filing fees than the amount required to file a comparable claim in court. GEME will pay the remaining AAA administrative fees and arbitrator compensation that the applicable rules or law require the business to pay.

Each party will normally bear its own legal fees and expenses unless an applicable law or the arbitrator permits an award of fees or costs. The arbitrator may reallocate fees where a claim or defence was filed for an improper purpose or was frivolous, but only to the extent permitted by the AAA rules and applicable law.

18.6 If the AAA Is Unavailable

If the AAA is unavailable or declines to administer a covered dispute, the parties will make a good-faith effort to select another nationally recognised arbitration provider that applies fair consumer procedures. If the parties cannot agree, a court of competent jurisdiction may appoint an arbitrator or provider as permitted by the Federal Arbitration Act.

18.7 Right to Opt Out

You may opt out of this arbitration agreement and class action waiver by emailing support@gemebio.com within 30 days after the date on which you first accept this Section.

Your notice must include your full name, email address, delivery address, order number if available, and a clear statement that you wish to opt out of the United States arbitration agreement and class action waiver.

Opting out will not affect your order, warranty, GEME Care benefits, account or access to GEME services. An opt-out applies only to the person who sends it and the account or order identified in the notice.

18.8 Future Changes to This Section

A material change to this Section will not apply to a dispute of which GEME had actual notice before the change became effective.

You may reject a material future change to this Section by emailing support@gemebio.com within 30 days after notice of the change. If you validly reject the change, the most recent version of this Section that you previously accepted will continue to apply.

18.9 Severability

If any part of this Section is found unenforceable, it will be severed to the minimum extent necessary and the remaining provisions will continue in effect.

If the class action or representative proceeding waiver is found unenforceable for a particular claim, that claim must proceed in a court of competent jurisdiction and not in class arbitration, unless applicable law requires otherwise. Any individual claims that remain subject to arbitration may be stayed while the non-arbitrable claim is resolved.

18.10 No Application Outside the United States

This Section does not apply to consumers residing or receiving the relevant product or service outside the United States. Consumers outside the United States retain the courts, procedures and mandatory remedies available under applicable local law.

19. Policy Versions and Existing Orders

The version of these Terms and the related policies in effect when an order or service contract was accepted will normally govern that transaction.

Later updates apply prospectively and do not retroactively reduce a right, coverage period, refund entitlement or service benefit already acquired under an accepted contract, unless mandatory law requires a different result or the customer lawfully agrees to the change.

We may apply a later policy to an earlier transaction where the later policy is more favourable to the customer.

20. Changes to These Terms

We may update these Terms prospectively for legal, operational, security or service reasons. We will change the Last updated date and provide additional notice where required for a material change.

21. Mandatory Local Rights and Translations

Nothing in these Terms excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded, restricted or modified under the laws applicable where you live or where we sell or deliver the product.

If a provision conflicts with mandatory applicable law, that law prevails to the extent of the conflict, and the remaining provisions continue in effect.

We may provide translated versions. We intend all language versions to have the same meaning. To the extent permitted by law, the English version may be used to interpret an inconsistency. Mandatory local-language and consumer-protection requirements always prevail.

22. Contact

support@gemebio.com
ROKH SRL
Boulevard Louis Schmidt 29, 1040 Etterbeek (Brussels), Belgium
Company registration: 0719.978.144
VAT number: BE0719978144