Terms and Conditions

Dental Implants and Aesthetics Laboratory Pty Ltd (ABN 35 613 535 238) whose registered dental laboratory is at Suite 6, 39 White Street, Southport, QLD, 4215, Australia and its related and associated entities (“DIAL”, “we”, “us”) manufacture and provide custom-made dental appliances (“dental appliance”, “restoration”, “work”, “product”) for dentists, laboratories, or any other customers (“client”).

The dental patient is not considered a party to the agreement between DIAL and the client.

Any orders or instructions including laboratory cards received by DIAL shall be construed as an acceptance of the terms and conditions for the supply of goods and services provided by DIAL.

OPERATING HOURS

- Monday to Friday – 8am to 5pm
- Saturday & Sunday – Closed
- Public Holidays – Closed

CASE ACCEPTANCE

DIAL provides high-quality dental appliances and services to dental practitioners. We reserve the right to decline an order. Any restoration supplied by DIAL must be inserted by a licenced dental practitioner. Cases can be booked via Lab Card submission or email enquiry. Any written or verbal communication between DIAL and the client about the dental appliance shall form part of the instructions/prescriptions given by the client to DIAL for the case.

TURNAROUND TIMES & EXPRESS JOB CHARGE

DIAL values fast turnaround times. Therefore, DIAL offers a general turnaround time of between 5 to 10 in-lab days. In-lab days are days within DIAL’s operating hours. For the count of in-lab days to commence, all required information (including impressions, instructions, photos, etc.) must be provided to DIAL by the client.

If DIAL requests more information from the client, the client accepts that delays may be incurred if the information is not submitted within a timely manner.

If DIAL requests new impressions or materials from the client, delays will occur.

Complex cases or cases where laboratory technicians must discuss potential problems with the client or where photographs are requested may take longer than 7 in-lab days.

Generally, timeframes for wax-ups, single crowns, and splints are five in-lab days. For implant, multiple crowns or orthodontic cases, it is seven in-lab days. For 8+ units, please allow 10 in-lab days.

An express job charge is applicable if a client requests for a job to be completed within a shorter timeframe than the usual in-lab days. This express job charge is $50 per unit for up to 10 units.

For express jobs with more than 10 units, the case must be discussed by the client with DIAL to assess feasibility on a case-by-case basis. DIAL provides the right to decline an order if the timeframe cannot be met.

COLLECTION AND DELIVERY

The client is responsible for shipping their job request including all necessary documentation to DIAL. The client takes responsibility for packaging casework for safe transport to DIAL. After job completion, DIAL provides a courier service from the laboratory back to the client within the region from Murwillumbah in Northern NSW to Brisbane. DIAL is responsible for packaging the produced appliance for safe transport back to the client.

If a client requires fast shipping, DIAL will charge the client the difference in charges between the standard and the express shipping fee.

Shipping fees vary by location and type of shipping service required by the client. The client can request a quotation on the cost of shipping at the time of job submission.

DIAL takes no responsibility for work that is delayed or lost in transit by the courier.

DIAL requires 48 (weekday) hours to ship lab work back to clients on the Gold Coast, QLD/South Brisbane, QLD and 36 (weekday) hours to ship to Northern NSW/North Brisbane, QLD. This time is not included in the in-lab days. Fast tracked shipping can be arranged on a case-by-case basis but may incur an additional charge.

ELECTRONIC JOB CARD SUBMISSION

DIAL offers clients access to an electronic job card and job tracking software. The Seazona Client Portal allows dental practitioners to submit and track cases, send and receive files to and from DIAL (including STLs), and to send and receive job-relevant messages. All data is retained for five years from job submission within the system.

To request login details, clients contact DIAL via email to obtain their credentials.

The following conditions apply:

Name of the patient has to be spelt correctly to avoid any mismatches.
All relevant information including shade, shape, and materials must be filled in. Simple cases may go from design to production within a few hours of placing the order. Once the order is in production, additional costs will be incurred for any changes.
Due dates must be chosen according to DIAL’s turnaround times outlined in the Turnaround Times section. The in-lab turnaround time starts once all items (including physical items such as impressions and models) have been received by DIAL.
The printed lab slip must be attached to any physical items that the client is sending after submitting the job electronically (e.g., impressions, models, etc.).
All relevant job files such as photos, scans, and written requests must be sent through the messenger function in Seazona.
If a job is required faster than DIAL’s indicated turnaround time, please discuss this via message/note in the job with DIAL. Express job charges may apply.
If a client changes their mind about any job instructions that were initially supplied, please communicate this via message and follow-up phone call. Additional charges may apply if the job is already in production.
For ongoing cases, the physical model/printed model of the wax up should be sent back to DIAL.

PRICE AND PAYMENT

Prices are stated in the price list provided by DIAL to the client. Prices quoted are exclusive of any goods and service tax and any other applicable taxes. Please refer to DIAL’s price list to see which prices, at time of printing, are subject to GST.

Invoices are due in full 14 days from invoice date. Statements are sent on the 1^st of the calendar month.

DIAL will accept payment via direct deposit.

DIAL reserves the right to hold case work if the client’s account falls overdue. We also reserve the right to take action to recover from clients any amounts due and unpaid. Clients agree to indemnify DIAL in full for any and all costs incurred by DIAL in the recovery of unpaid amounts for clients in respect of client’s account. Costs include but are not limited to debt collection costs, legal costs, and court costs.

WARRANTY

DIAL warrants that all appliances will be constructed according to the prescribing dentist’s specifications. All work supplied is guaranteed to fit the provided model. If upon initial inspection DIAL’s restoration fails to meet the client’s full expectations, the client can return it to DIAL within 10 business days with a complete explanation of the problem to receive a remake or credit towards the client’s account.

A one-year warranty from invoice date is applicable to all splints and removable devices. All fixed crown and bridge restorations (except for temporary crowns) have a five-year workmanship warranty period from invoicing date. If an appliance fails within that timeframe because of errors in workmanship, DIAL shall repair, replace, or credit the appliance for the client. All other appliances including temporary crowns are warranted for 90 days from invoice date.

For the warranty to be applicable, it is essential that the dental practitioner follows the instructions of use of the materials, for example the minimal occlusal clearances that apply are Zirconia and e.max: 1.0mm, PFM: 1.5mm, and Full metal: 0.3mm.

If an appliance fails within the relevant warranty timeframe, DIAL will review the original model(s), impression(s), bite(s), and the original restoration itself where possible. The original restoration itself must be returned to DIAL to be eligible for a credit of 50-100%. If this is not possible due to the restoration being cemented, photographs or video footage of the failure must be provided for assessment. The client is required to provide evidence that the patient had regular preventative care to identify developing problems. If this cannot be provided, DIAL may decline the warranty claim.

DIAL must be given the opportunity to fix or remake the original restoration to receive the credit.

REMAKE CONDITIONS

In all valid warranty cases, DIAL will provide the client with a credit of 50-100% which can be applied to the remake.

DIAL reserves the right to charge 80% – 100% of the remake value if one or more of the following conditions applied to the original job:

DIAL enquired with the client about concerns over the die, margin, available space, material selection, impression or any other concern that could reduce the quality/longevity of the restoration, however, the client completed the warranty voidance form or has given verbal or electronic approval and requested the completion of the case
DIAL has requested a try-in but the client declined and requested the completion of the case
The client re-prepped the teeth
The client is requesting a shade change varying from the original requested shade
The client is requesting a change in material
The client is requesting changes in shape that cannot be achieved with adjustments alone, where the original shape requested has been met e.g., “natural style”, “Hollywood style”, “follow the wax up length” etc.
The restoration(s) fit the original model(s) and master die(s) and a free from errors in workmanship by DIAL but does not fit intra-orally
It has been more than thirty (30) days from the original invoice
On CAD/CAM cases: DIAL requested a new scan, but the dental practice approved “as is” electronically and requested the completion of the case
The client fails to specify the reason for the remake
The client fails to send the original model(s), impression(s), bite(s), and photograph(s) upon request from DIAL
The client fails to send the original restoration(s) with the original model(s)

DIAL is not responsible for any additional costs or fees associated with adjustments, repairs, and replacements of dental appliances if the client has inspected the received and accepted the restoration and not given DIAL notice of non-acceptance or non-conformance of the appliance within 10 business days after receipt.

If DIAL receives a remake case without the original restoration, model(s), impression(s), bite(s), this will result in a full charge.

DIAL’s remake conditions will not apply to any account that has overdue invoices incurred. DIAL reserves the right in our sole discretion to refuse to accept any new cases or process any remake cases until the outstanding balance is paid in full and the account is current.

APPLICABLE LAW

The laws of Queensland govern this Agreement and any dispute of any sort that might arise between the parties. Any dispute relating in any way to this Agreement will only be adjudicated in the courts of Queensland. Each party consents to exclusive jurisdiction and venue in these courts. Notwithstanding the foregoing, either party may seek injunctive relief in any state, federal, or national court of competent jurisdiction for any actual or alleged infringement of such parties, its affiliates’ or any third party’s intellectual property or other proprietary rights.

AMENDMENTS

We reserve the right to make changes to our website, these Terms and Conditions, our policies, pricing and our appliance offerings at any time by posting the changes on our website. DIAL will notify clients via email about these changes. You will be subject to the Terms and Conditions and policies available on the site at the time that you order dental appliances from us.

SEVERABILITY

If any of these Terms and Conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.

WAIVER

If you breach these Terms and Conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms and Conditions.

OUR CONTACT DETAILS

Our contact details are:

For general enquiries: [email protected]

Address for service of notices for Dental Implants and Aesthetics Laboratory Pty Ltd:

Suite 6 Ground Floor

39 White Street

Southport QLD 4215