Service Delivery, Payment & Complaints

We deliver professional services, not parcels. Delivery means providing the agreed deliverables — written analysis, supplier shortlists, comparison tables, recommendations and coordination work — within the timeline stated in the written scope.

There is no shipping of goods to you by us, no courier delivery of a product purchase and no returns or exchanges process, because nothing is sold through this website.

Enquiry: you submit the form or write to sourcing@biotence.com. Discussion: we clarify the product, volume and objective. Agreed scope: deliverables, timeline and fees are confirmed in writing. Invoice: we issue an invoice. Payment: work starts once payment is received in line with the agreed terms.

Indicative timelines: the Vietnam Supply Opportunity Scan is delivered in 2–3 business days from the start of work; other engagements have timelines stated in their scope.

Invoices are issued by БИОТЕНС ЕООД and settled by bank transfer. Fees are quoted in euro. We do not accept card payment on this website, do not use an online checkout and do not offer cash on delivery.

The Supply Opportunity Scan and Supplier Risk Check are invoiced in full before work starts. The Vietnam Sourcing Sprint is 70% upfront and 30% on delivery. The Complete Sourcing Mandate is €2,500 plus 3% of purchase order value, invoiced as agreed in the scope. The Vietnam Procurement Desk is invoiced monthly from €1,250 per month.

Billing questions: accounts@biotence.com.

Physical factory inspection, audits, laboratory testing, samples, courier charges for samples, freight and customs are third-party costs. They are quoted separately and are not included in our fees unless the scope says so.

Either party may request a change to an agreed scope in writing; fees and timelines are adjusted accordingly. If you cancel after work has started, fees for work already performed remain due. Research fees are earned when the research is performed, including where our recommendation is not to proceed.

If a deliverable does not match the agreed scope, write to sourcing@biotence.com with the engagement reference and a description of the issue. We acknowledge complaints promptly and aim to respond substantively within 14 days.

Where a deliverable is found to be incomplete against its scope, our remedy is to complete or correct the work. Financial remedies are limited as stated in the Terms & Conditions.

Supervisory authorities in Bulgaria include the Commission for Consumer Protection and, for personal data matters, the Commission for Personal Data Protection.