Design Warranty & Remake Policy
TERMS OF SERVICE AND WARRANTY AGREEMENT
1. DESIGN QUALITY ASSURANCE AND WARRANTY
CAE Dental (“Company”) is committed to ensuring the integrity, functionality, and quality of all digital design files and products. The Company, at its sole discretion, provides a limited warranty which may include a refund, replacement, or repair for defective designs, subject to the terms and conditions set forth herein.
2. DIGITAL FILE STORAGE POLICY
The Company maintains a digital archive of Computer‑Aided Design (“CAD”) and Computer‑Aided Manufacturing (“CAM”) files for a period of seven (7) years, subject to account status and activity. Access to stored files is governed by the following:
- Accounts in good standing with at least one active order placed within the preceding sixty (60) days shall retain access to stored files.
- Accounts with no new orders placed within sixty (60) days will have restricted access to stored files.
- Accounts with no new orders placed within ninety (90) days shall be deemed inactive, and all stored files will be permanently deleted and irretrievable.
Customers requiring clarification regarding file retention must contact the Company directly.
3. DESIGN USE AND MODIFICATION PERIOD
The customer shall have thirty (30) days from the final design completion date or requested due date to fabricate the designed restoration. Dissatisfaction or modification requests submitted beyond this period shall be subject to a redesign fee.
4. ORDER CANCELLATION POLICY
Design orders must be canceled within one (1) hour of submission. Orders not canceled within this timeframe shall be subject to the full design charge, regardless of subsequent modifications or cancellation requests.
5. REFUND AND CHARGEBACK POLICY
Refunds, where applicable, shall be limited strictly to the invoice amount. For credit card transactions, processing fees charged by the card issuer are non‑refundable. The Company retains sole discretion in determining the applicability of refunds or credits under this Agreement.
6. DEFINITIONS: CORRECTIONS VS. REDESIGNS
For clarity and consistency, the following definitions apply:
- Correction: Adjustments required to align the design with the original instructions submitted at the time of order.
- Redesign: Any modification that changes, expands, or replaces the original instructions, parameters, or treatment plan. Redesigns are subject to redesign fees.
7. CUSTOMER RESPONSIBILITY FOR ACCURACY
The customer is solely responsible for the accuracy and completeness of all clinical data, scans, impressions, photographs, measurements, and instructions submitted. The Company shall not be liable for errors, inaccuracies, or design issues resulting from incomplete, inconsistent, or incorrect information provided by the customer.
8. REQUIRED INFORMATION AT SUBMISSION
All required clinical information, design parameters, and case instructions must be provided at the time of order submission. Missing, incomplete, or revised information constitutes a redesign and is subject to redesign fees.
9. EXCLUSIONS AND LIMITATIONS
The following circumstances are expressly excluded from coverage under this Agreement:
- Cash Refunds: The Company does not issue cash refunds for completed work.
- Removals and Reinsertions: Costs associated with removal or reinsertion of products are not covered.
- Consequential or Incidental Damages: The Company shall not be liable for loss of revenue, lost chair time, transportation costs, lost wages, pain and suffering, or any incidental or consequential damages.
- Third‑Party Modifications: Designs or appliances modified, repaired, or altered by third‑party laboratories are not covered.
- Incomplete Removable Prosthetic Information: Missing critical data (e.g., midline, vertical plane, bite registration, mold selection) shall result in a full redesign charge.
- Altered Preps or New Scans: The warranty is void if new scans or impressions are taken, or if the original preparation has been altered after design completion.
- Non‑Recommended Treatment Options: If the customer elects to proceed with a treatment option contrary to Company recommendations, the warranty is void.
- File Format Conversions: Mesh and DME file conversions are provided “as‑is” and are non‑refundable.
- Design Turnaround Times: Delivery dates are estimates only and not guaranteed. Delays do not constitute grounds for refunds or cancellation.
- Customer Non‑Responsiveness: Turnaround times are contingent upon timely customer communication. Delays caused by missing information or lack of response do not constitute grounds for refunds, cancellation, or expedited service.
10. EXCESSIVE REDESIGN AND REVISION ABUSE POLICY
Complimentary redesigns are provided solely for corrections related to the original design specifications. Repeated changes to design requirements, requests that materially alter the original case parameters, or excessive use of redesign services fall outside the scope of complimentary coverage.
The Company reserves the right to:
- classify an account as exceeding allowable redesign usage,
- flag the account for policy overuse, and
- require payment of the applicable redesign fee prior to initiating any further revisions.
This policy applies regardless of the reason for the change when the requested modifications differ from the original submitted instructions.
11. CLINICAL LIABILITY DISCLAIMER
All designs are created based solely on the information provided by the customer. The Company does not diagnose, prescribe treatment, or make clinical decisions. The prescribing clinician retains full responsibility for verifying design suitability, ensuring proper fit, and determining clinical appropriateness.
12. DIGITAL GOODS LICENSE AGREEMENT
All digital products provided by CAE Dental are licensed, not sold. By purchasing digital products, the customer is granted a limited, non‑exclusive, non‑transferable, and revocable license to use the product under the following conditions:
- The customer shall not distribute, resell, sublicense, or transfer digital files to third parties.
- Digital files shall not be modified, reverse‑engineered, or used to create derivative works without prior written authorization.
- The license terminates immediately upon violation of these terms, and the customer must cease all use and destroy all copies of the digital files.
13. RIGHT TO REFUSE SERVICE
The Company reserves the right to refuse service, suspend accounts, or terminate access to services in cases of policy abuse, excessive revision demands, inappropriate conduct, or failure to comply with this Agreement.
14. PRICING AND FEE CHANGES
All pricing and fees are subject to change without prior notice. The applicable fee is the rate in effect at the time the order is placed.
15. GENERAL TERMS AND MODIFICATIONS
CAE Dental reserves the right to amend this Terms of Service and Warranty Agreement at any time without prior notice. Continued use of Company services constitutes acceptance of any modifications. Customers may obtain the most current version of this Agreement by visiting the Company’s official website or contacting customer service.
ACKNOWLEDGMENT
By placing an order, the customer acknowledges and agrees to all terms set forth in this Agreement.