Terms and Conditions
Terms and Conditions
1. These terms.
2. Information about us and how to contact us.
3. Registration on our Website and/or App.
4. Plus Dent Programme.
5. Our contract with you.
6. Ending our contract.
7. If there is a problem with the Plus Dent Programme kit.
8. Our responsibility for loss or damage suffered by you.
9. How we may use your personal information.
10. Other important terms.
1. These terms
1.1 What these terms cover and why you should read them. These are the terms and conditions on which we supply our dental aligners and related services. Please read these terms carefully before you register on our website at www.PlusDent.co.uk (“our Website”) or our mobile app (“our App”). These terms tell you who we are, how we will provide our aligners and related services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
2. Information about us and how to contact us
2.1 Who we are. We are Plus Dent UK, a company registered in England and Wales under the registered name of SSS UK Services Limited. Our company registration number is 11987308 and our registered office is at 130 Wood Street, London, England, EC2V 6DL. Our registered VAT number is GB345 2337 12. We are a subsidiary company of Sunshine Smile GmbH, a company established and operating in Germany.
2.2 How to contact us. You can contact us by telephoning our customer service team at +44 20 3962 0551 Monday to Friday between 9am and 5pm and Saturday between 9am and 2pm, by writing to us at info@PlusDent.co.uk or by contacting us via our Website or App.
2.3 How we may contact you. If we have to contact you, we will do so by writing to you at the email address you provided to us in your order and/or registration
3. Registration on our Website and/or App.
3.1 In order to take advantage of the services offered by us, you will need to register and create an account on our Website or via our App.
3.2 If PlusDent uses third parties to perform its contractual obligations, no contractual relationship shall be established with these third parties. PlusDent remains the sole contractual partner of the user.
3.3 The services provided by us via our Website and our App are available to UK residents only and to persons aged 18 or over. Unfortunately, we do not accept orders from outside the UK, but if you are based in Germany you can use our German service at www.PlusDent.de.
3.4 Registration process requires the provision of your first name, last name, telephone number, email address and the completion of a questionnaire about your health.
3.5 By submitting your registration application you confirm that: (i) you are residing in the UK; (ii) you are at least 18 years old; (iii) the registration submitted by you is relating to you and not to anyone else; and (iv) the information submitted by you is true and accurate to the best of your knowledge. Please let us know as soon as possible if any of the information provided during your registration changes. If we have reasonable grounds to believe that any of the information provided by you, whether during the registration process or during the use of our Website and/or App, is incorrect, we reserve the right to suspend or terminate your account with us and/or terminate our contract with you in relation to the Plus Dent Programme.
3.6 If you are provided with, or set up, a password or any other piece of information as part of our security procedures during your registration, you must treat such information as confidential. You should not disclose this information to any third party. If you know or suspect that anyone other than you know such confidential identification codes or passwords, you must promptly notify us.
3.7 You may at any time request the deletion of your account with Plus Dent. However, if you delete your account whilst you are in the course of the Plus Dent Programme (as defined below in clause 4), this will automatically terminate your contract with us in relation to the Plus Dent Programme. This is because the use of our App is an essential element of the Plus Dent Programme and is used as the tool for monitoring your progress (see clause 4.17 below for more detail). In this case you will be required to immediately cease using the Plus Dent Programme kit provided to you by us.
4. Plus Dent Programme
4.1 What is Plus Dent Programme? Plus Dent Programme is a method of correction of slight to moderate malocclusion with a bespoke aligners system designed and produced by or on behalf of our parent company in Germany. More details about our aligners system can be found on our Website and our App.
4.2 Do you provide dental, orthodontic and/or medical advice? We work in collaboration with a network of dentists and orthodontists in the UK, all regulated by the General Dental Council (our “Network Partners”). This is because we do not provide any dental or other medical advice or care; all consultations, queries and assessments relating to dental or other medical matters are referred to our Network Partners.
4.3 Does it involve an “in person” meeting? If you are interested in Plus Dent Programme, you will need to make an appointment (via our Website or App) with one of our Network Partners who will conduct a dental assessment of your suitability for Plus Dent Programme. This assessment may involve taking a 3D scan of your teeth. You will not be required to pay anything to us or the Network Partner for the initial assessment as the fees for the appointment will be covered by us. Any additional appointments with Network Partners are at your own costs, unless agreed by Plus Dent in writing in advance.
4.4 Availability and cancellation of appointments with Network Partners. All appointments with our Network Partners are subject to availability. If, for whatever reason, a Network Partner is unable to provide consultation on the date and time scheduled by you, we will notify you as soon as we receive the cancellation information from our Network Partner. You will be able to re-schedule your appointment or book an appointment with a different Network Partner through our Website and/or App. You can always cancel or reschedule an appointment using our Website and/or App.
4.5 Eligibility for Plus Dent Programme. Our Network Partners are qualified dental and/or orthodontic professionals and they will exercise their independent professional judgement, taking into account dental and other health criteria, to ascertain your eligibility for Plus Dent Programme. If our Network Partner does not, for whatever reason, recommend Plus Dent Programme to you, we will not be able to issue a proposal to you and offer you our Plus Dent Programme. Our Network Partner will inform us about the results of their assessment and whether Plus Dent Programme has been recommended to you or not.
4.6 In some circumstances, our Network Partner may not be able to ascertain your eligibility for aligner treatment because you need to have your teeth professionally cleaned. If you do need to have your teeth professionally cleaned this can be undertaken by the Network Partner, or another dental professional who is registered with the General Dental Council and will be subject to additional fees (which will not be refundable if the Network Partner does not subsequently recommend Plus Dent Programme to you).
4.7 If Clause 4.6 applies to you, once you have had your teeth professionally cleaned, and subject to availability (as set out in Clause 4.4), you will be able to book another appointment to assess your suitability for Plus Dent Programme. If the Network Partner does not recommend Plus Dent Programme to you, we will not be able to issue a proposal to you and offer you our Plus Dent Programme.
4.8 Treatment plan. If our Network Partner considers you eligible for Plus Dent Programme and recommends it to you, they will prepare a treatment plan for you, explain it to you and show you how your teeth are likely to change if you follow your Plus Dent Programme. Please note that any before-and-after simulation prepared based on the Network Partner’s assessment serves as a prognosis of the planned results of following the Plus Dent Programme. Please note that during your appointment with our Network Partner you will be treated as any other patient of the Network Partner, and any agreement for the provision of dental services will be directly between you and the Network Partner (on such Network Partner’s standard terms). We will not be involved in the provision of such dental services and will not be a party to any contract between you and the Network Partner, even though we will pay for your visit.
4.9 Professional clean. Our Network Partner may recommend at your appointment that you have your teeth professionally cleaned before you start aligner treatment. This is because the condition of your teeth can impact how effective the aligner treatment is. If our Network Partner recommends that you have your teeth professionally cleaned, we will ask you to confirm that this has been carried out before you start aligner treatment. This can be undertaken by the Network Partner you see at your initial appointment (subject to their availability) or by another dental professional who is registered with the General Dental Council. This will not be part of the agreement that you have with us and will in any case be subject to additional fees.
4.10 The Network Partner will send to us the information gathered during your consultation, which we will use, along with the Network Partner’s professional opinion and the results of your consultation (including whether they have advised you to have your teeth professionally cleaned), to prepare a proposal for your bespoke Plus Dent Programme. Our proposal will normally be provided to you within 21 days from the date of your appointment with a Network Partner.
4.11 Ordering Plus Dent Programme. Attending an appointment with our Network Partner will not oblige you to make an order for your Plus Dent Programme following the receipt of our proposal. Our proposal will have an expiry date, which we will communicate to you. It is necessary for the proposal to be time-limited, because the condition of your teeth may change over time and this is likely to affect the treatment plan and assessment carried out by our Network Partner. This means that if you decide to make an order, you will need to submit it before the relevant expiry date. You can always book another appointment with a Network Partner if you decide to proceed at a later date.
4.12 Payment. If you accept our proposal and submit an order for your bespoke Plus Dent Programme, we will ask you to make a payment by one of the methods communicated to you in our proposal (i.e. either electronically upfront or in instalments through our third-party credit provider) and within the prescribed timescale. The price of the Plus Dent Programme (which includes VAT) will be the price indicated in our proposal. This price does not include having your teeth professionally cleaned (if required), which will be invoiced by the dental professional in charge of the cleaning directly to you.
4.13 Production of Plus Dent Programme kit. Once we have received your payment (or a confirmation of your agreement to pay in instalments via our credit partner), we will arrange the production of the aligners. Please note that the aligners are produced based on the treatment plan and information supplied by the Network Partner who assessed your eligibility for Plus Dent Programme. The aligners are custom-made, and we will not make any changes to the aligners upon your request. The images of the aligners on our Website and our App are for illustrative purposes only and the aligners that we produce for our customers may vary from those images. PlusDent reserves the right to have the aligners to be individually manufactured not by itself, but by a commissioned third party (vicarious agent). This third party may have its registered office and production facilities abroad. No contractual relationship shall be established between the vicarious agents of PlusDent and the user. PlusDent shall remain the sole contractual partner of the user.
4.14 Delivery of Plus Dent Programme kit. We will let you know when we will deliver your Plus Dent Programme kit to you, which is normally within 3 to 4 weeks from the date of receipt of your payment, but it can be longer due to unforeseeable situations. You will not be required to pay for the cost of delivery; this is included in the price of the Plus Dent Programme.
4.15 If the delivery of the Plus Dent Programme kit is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay (of more than 8 weeks) you may contact us to end the contract and receive a refund.
4.16 The Plus Dent Programme kit will be delivered to you by post or courier. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection within 8 weeks from the initial delivery attempt we may end the contract by notifying you of this in writing. In that case, you will not receive a refund or, in case you pay in instalments, are obliged to pay all instalments.
4.17 Course of treatment. The achievement of the tooth status according to the Treatment plan is the goal of dental treatment at PlusDent. Ideally, this is achieved with the completion of the first Treatment plan. In a number of cases, however, this is not the case. Then one or more follow-up corrections are necessary.
4.19 It is important that you follow our instructions in relation to the use of our aligners and progress monitoring, including any recommendations we make regarding having your teeth professionally cleaned. If you fail to follow our instructions or recommendations, this may affect the effectiveness of the Plus Dent Programme and you lose any right to refund.
4.20 It may be necessary to refer you to make an appointment to consult a Network Partner again, for example if the photos supplied by you via our App do not provide sufficient information to assess your progress, if your progress does not match the treatment plan, if you have any medical questions and/or if our dental technicians consider it appropriate for you to have a consultation. Any additional appointment or visits are at your own costs and not covered by Plus Dent. You may need to undergo refinement treatment. At its sole discretion, Plus Dent may provide you with up to additional 3 aligner sets worth 199GBP. This is not part of the Plus Dent Programme kit and not available separately.
4.21 The treatment is finished when we declare it finished. We will carry out a final photo check and inform you of the result or the end of the treatment. The final photo check means the check of the treatment progress and the tooth status at the end of the first treatment plan.
4.22 If, upon completion of the first treatment plan after confirmation by us, the actual tooth status deviates significantly from the before-and-after simulation, a follow-up correction may be needed. A follow-up correction means the fine-tuning of the treatment result after the previous treatment plan has been carried out. You are entitled to a free follow-up correction under the following conditions:
a. You have indicated your wish for retreatment to us within six (6) weeks of the final photo check; and
b. You have had a new 3D scan at a Network Partner; and
c. The Final Matching Process confirms a deviation of more than 0.4 mm from the last before and after simulation. The Final Matching Process means the calculation of the deviation of the actual tooth position from the planned final tooth position based on a 3D scan; and
d. You have complied with the requirements of Art. 4.18 and Art. 4.19 throughout the treatment.
We will inform you whether you are entitled to a subsequent correction free of charge. If one of the above conditions is not met, you may request a subsequent correction at your own expense. We are free to offer the subsequent correction. We will inform you of the costs of the subsequent correction.
4.23 Please contact us immediately or seek advice from a medical professional if you have any concerns in relation to the effects of the Plus Dent Programme, in particular if you experience any acute symptoms or any other unexpected or unusual symptoms. Although we will not provide you with any medical advice, we will refer you to our Network Partner and/or another medical professional. Contact us immediately in any change in your personal state of health.
4.24 If you are pregnant, treatment with aligners must be started after delivery. If you become pregnant during treatment with aligners, we must be informed immediately. We recommend pausing the treatment in this case. For the duration of the pause, you will receive removable retainer. We will decide whether a 3D scan must be performed again. After the pause, the treatment can be continued in consultation with us. We will decide whether a new treatment plan, including a 3D scan, and the production of new retainers is necessary. 3D scans, treatment planning and production are at the expense of us. Your right to free services under this clause 4.24 shall not apply if you do not inform us of your wish to continue treatment within three (3) months after delivery.
4.25 In case you loose one set of aligners (one upper and one lower jaw) or an individual aligner, Plus Dent would hold the right to charge you £99 for the replacement.
4.26 Maintaining the results. Upon completion of the aligners programme, you will need to order and wear the retainer. A set of retainers costs £149. At its sole discretion, Plus Dent may provide you with one set of retainers free of charge. You should wear your retainers for 22 hours per day for the first two weeks after your treatment. After that it is sufficient if you wear them only at night. We recommend replacing the retainers with new ones every six to twelve months to keep them fresh, soft and transparent.
5. Our contract with you
5.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, or otherwise confirm in writing that we have accepted it, at which point a contract will come into existence between you and us.
5.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you. This might be for example if you choose to pay for the Plus Dent Programme using a payment plan and your application for such payment plan has been rejected. We may also need to reject your order if we have identified an error in the price or because we are unable to meet our standard delivery deadline and you have told us you are not willing to wait for a late delivery.
6. Ending our contract
6.1 Ending the contract for late delivery or failure to deliver. If you choose to end the contract for late delivery under clause 4.15 or if we fail to deliver the Plus Dent Programme kit to you within the time frame notified to you in our acceptance of your order, you can cancel your order and terminate your contract with us. If the Plus Dent Programme kit has been delivered to you, you must return it to us promptly. After that we will refund any sums you have paid to us. We will pay the costs of postage.
6.2 We may end the contract if you do not pay us. If you do not pay us for the Plus Dent Programme when you are supposed to (see clause 4.12) and you still do not make payment within 7 days of us reminding you that payment is due, we may end our contract with you. We will contact you to tell you of our intention to terminate this contract.
6.3 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below, the contract will end immediately, and we will refund you in full if your Plus Dent Programme kit has not been delivered and you may also be entitled to compensation. The reasons are: (a) we have told you about an error in the price or description of the Plus Dent Programme you have ordered, and you do not wish to proceed; (b) we have suspended supply of the Plus Dent Programme for technical reasons or notify you we are going to suspend the supply for technical reasons, in each case for a period of more than 8 weeks; or (c) you have a legal right to end the contract because of something we have done wrong.
6.4 No right to change your mind once an order has been accepted by us. For most products bought online you have a legal right to change your mind within 14 days and receive a refund. However, because the Plus Dent Programme is bespoke and the aligners are custom-made, the right to change your mind and cancel this contract does not apply.
6.5 Returning Plus Dent Programme kit after ending the contract. If you end the contract for any reason after Plus Dent Programme kit has been dispatched to you or you have received it, you must return it to us by posting it back to us at 130 Wood Street, London, EC2V 6DL and we will be covering the costs up to £40.
6.6 When we will pay the costs of return. We will pay the costs of return: (a) if the aligners are faulty; or (b) if you are ending the contract because we have told you of an upcoming change to the Plus Dent Programme or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances you must pay the costs of return.
7. If there is a problem with the Plus Dent Programme kit
7.1 How to tell us about problems. If you have any questions or complaints about the Plus Dent Programme kit, please contact us. You can telephone our customer service team at +44 20 3962 0551 or write to us at info@PlusDent.co.uk or speak to our support team via our Website or App.
7.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the Plus Dent Programme. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions.
If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. The aligners that are provided by us as part of the Plus Dent Programme kit are goods. During the expected lifespan of each aligner (as such lifespan is specified in our instructions on how long to wear each aligner) your legal rights entitle you to the following from the time you are meant to start wearing that step of aligner:
a) Up to 30 days: if the aligners are faulty or do not last for their prescribed lifespan, then you can get an immediate refund worth £45 per individual aligner.
b) Up to six months: if the aligners cannot be repaired or replaced, then you are entitled to a full refund of your treatment, in most cases.
8. Our responsibility for loss or damage suffered by you
8.1 We provide a non-binding prediction of the planned treatment result. . As mentioned in clause 4.8, any before-and-after simulation prepared based on the Network Partner’s assessment serves as a prognosis of the planned results of following the Plus Dent Programme. We will not be responsible if upon completion of your Plus Dent Programme the results are not as envisaged in the initial prognosis.
8.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 7.2.
9. How we may use your personal information
9.1. For the proper execution of the contract, it is necessary to collect, store, process and use personal data including health data of the users, in particular also to transmit it to the cooperation dentists, the dentists of the partner practices as well as the further vicarious agents of PlusDent (the Sunshine Smile Patient Care & Services GmbH, as well as the Sunshine Smile Dental Technologies GmbH one as well as the third parties commissioned with the production of the aligners, the drilling templates or the superstructures, if applicable). We will only use your personal information as set out in our https://www.PlusDent.co.uk/data-privacy.
9.2. The user releases PlusDent from the duty of confidentiality towards the cooperating dentist as well as towards Sunshine Smile Patient Care & Services GmbH, Sunshine Smile Dental Technologies GmbH and any third party commissioned to manufacture the dental splints.
10. Other important terms
10.1 We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
10.2 You cannot transfer your rights to someone else. Your account with Plus Dent and your Plus Dent Programme are personal to you, you may not transfer your rights or your obligations under these terms to another person.
10.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
10.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
10.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.
10.6 Complaints and disputes. Please contact us as soon as possible if you are not happy about any aspect of our service. You can reach our Support Team by telephone on 020 3962 0551 or by email on email@example.com. We will send you a copy of our complaints handling procedure and we will try to resolve any complaints you may have and any disputes that may arise with you quickly and efficiently. If you and we cannot resolve a dispute using our internal complaint handling procedure, we will give you certain information about our alternative dispute resolution process. If your complaint relates to our role as credit broker in introducing you to a finance provider, and we do not deal with your complaint within 8 weeks of receiving it or if you are unhappy with our findings, you have the right to refer your complaint to the Financial Ombudsman Service. We will provide you with further details about this when we help you with your complaint if it applies.
10.7 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.