Terms and Conditions of Trade
Conditions shall apply to all trading between Proramics Ltd, whose registered office is at 2 Farmfield Avenue, Neath Port Talbot, SA12 7HD, United Kingdom, and the dentist or laboratory or any other customer (‘client’) with regards to custom made dental appliances (‘dental appliance’, ‘work’, ‘product’) from Proramics. The Patient is not considered a party to the agreement between client and Proramics.
The dental products created at Proramics carry a full guarantee. This guarantee is your assurance that high quality materials have been used during the manufacturing process and that our carefully designed production process has been followed. Please see below our guarantee scheme:
- Dentures – 1 Year Gaurantee
- Immediate Extraction Dentures – 3 Month Gaurantee (At our Discretion)
- Denture Repairs/additions – No Gaurantee
- Crowns and Bridges – 1 Year Gaurantee
- Verneers – 6 Months Gaurantee
- Re-etching Sandblasting – No Gaurantee
If within the guarantee period the product proves defective in circumstances of normal use, a replacement will be provided free of charge by Proramics. This guarantee is only applicable after return of the device for fault diagnosis on the original model. The guarantee does not cover any defect arising from incorrect prescription or fitting. The guarantee becomes null and void if patient does not receive their annual dental check-up or in case of restoration failure due to oral health problems. No guarantee can be given on Denture Repairs/additions or sandblasting crowns/verneers/bridges. Dentures replacing immediate extractions may not be covered, it is at our discretion on a case by case evaluation. Damage caused by physical trauma or impact (e.g high risk sports) is specifically excluded from our product guarantees. We reserve the right to refuse a guarantee where we believe that the requested product may not last the guarantee period due to its particular circumstances. If instructed to continue with these cases, we will do so. However, in the event that the requested work fails, we will expect to be paid in full for the work supplied.
Appliances are constructed to the specification supplied by client. By fitting an appliance in the patient’s mouth, client accepts that Proramics has produced the appliance to the specification and satisfaction of client. Proramics cannot guarantee any dental appliance, which is based on a faulty model. If, when casting the models, Proramics feels that the quality of the impression is not good enough to continue the work, Proramics will inform client to discuss possible solutions. A new impression may be needed and if so remakes as a result of carrying on with the work by client, using the Defective impression, will result in new charges being applied. Proramics endeavours to interpret and follow client’s instructions correctly. If, however, a mistake is made, Proramics will rectify the situation free of charge as quickly as production processes allow. Proramics will not compensate dentist’s fees, consequential losses or expenses of any kind. Client is responsible for any additional costs or charges incurred through changing instructions or delivery dates after the work has been accepted by Proramics.
Proramics is not liable for any choking hazard caused by any manufactured dental appliance, due to faulty prescription, poor fitting or misuse.
Returns and remake policy
Dental appliances should be returned within 15 working days after the invoicing date. Client allows Proramics 15 working days after receipt of the returned dental appliance, to remake the work. If – after remake – the quality of the work still does not meet the guaranteed standard, the work may be returned within 15 working days after the invoicing date for a refund which will be processed upon receipt of the returned work.
Any work returned for remake where the shade is different to the original order, will incur (some) cost. This extra cost will never exceed the total amount charged for the original order. When returning work containing precious or semi-precious alloys, Proramics will charge for 50 % of the original alloy cost incurred. (Please note that this is excluding the cost incurred due to loss of product during the manufacturing process.)
A dental appliance that fits the master model poured from the original impression supplied by client and which is created to the specifications on the prescription of client, but subsequently has to be remade, is not considered a remake.
When the end product of a case is built up in steps or stages during production, the fit is assessed immediately after each production stage. Consequently it is client’s responsibility to assess the fit of the separate products after each separate production stage, and not only at the time the end product is finished. Any remake requests done after acceptance of a product at any stage, cannot be considered a remake and will be charged for in full. Each production stage / product will be billed separately. Each separate invoice should be paid in full for each stage, in accordance with our conditions for financial settlement as described above. Proramics cannot guarantee the outcome of an immediate product where steps have been skipped, thus the liability of such product is limited. All metal frame dentures and flexible dentures must have a secondary impression taken in a special tray which has been produced for the specific patient by Proramics. Metal frame and Flexible denture work sent by post will require the secondary special tray impression to be taken with a silicone impression material.
Client will be charged for any loss of precious or semi-precious alloy during the production process, with a maximum of 25%. (Please note this is excluding the possible extra cost incurred in case of a remake). Gold will be charged at its gross weight. Alloy is charged at the rate on the day of casting. Proramics cannot give an estimation of the expected cost as this cannot be guaranteed.
If Proramics is responsible for the loss or damage of a product, this responsibility will not exceed to more than the actual value of the product.
In case of loss or damage by Royal Mail, client will allow for 15 working days after the product was sent out for delivery, before the work is being remade. Another 15 working days should be allowed to remake the work.
Proramics endeavours to deliver work on or before the delivery date specified by client. If, however, for any reason this has not been possible, Proramics will not compensate dentist’s fees, consequential losses or expenses of any kind.
Any work send to Proramics in error will incur a £10.00 return delivery charge.
If the Client Agrees to want production to go ahead after a (verbal) notification of a poor quality impression the full price of the product is always due even if the product did not fit the patient. Any remakes for such case will be charged in full and no guarantee can be given on this product. Proramics has the right to charge £25 for all impressions that have not been decontaminated in surgery and/or blood is present on the impression.
Statements are sent out to client on a monthly basis and are available online by e-mail. The Dental Practice, where the dentist issuing the prescription is hired, is held responsible for payment. However, Proramics may hold the dentist, issuing the prescription, responsible for full payment at its discretion.
All accounts must be settled within 28 days from date of statement. All work done or items supplied remain the property of Proramics until payment is received. Proramics may charge interest on any account that becomes 60 days overdue at a rate of 2,5% per month, which will be applied to the total amount outstanding, including any previous interest charged. Any legal fees or other costs required to collect an unpaid balance may be charged to client. Accounts with balances unpaid for over 60 days will be processed only on a pay first basis. Proramics reserves the right to take legal steps – with prior notice – if client fails to settle their account within one month. Any work in progress will be put on hold if the account of any of the prescribers in a practice remains unpaid for over 30 days. The cost to halt an account is £10.00 per case. Any cost or loss of income to client due to an account being halted can not in anyway be forwarded to Proramics nor can it be deducted from any outstanding.
The client acknowledges that Proramics will incur costs and expenses in order to perform any order placed with it and that once an order has been accepted by Proramics it may not be cancelled without the express prior written consent of Proramics which consent Proramics may in its absolute discretion withhold.
Exclusion of warranties
Save as expressly set out in these Terms and Conditions, no warranty, condition or representation, express or implied, (including but not limited to any implied warranties of merchantability or fitness for a particular purpose or any representation as to performance quality or absence of hidden defects) has been or is given by Proramics, its servants or agents (with respect to or in respect of any dental products created by Proramics). All conditions and warranties which would otherwise be implied by statute, or under common law are hereby excluded to the fullest extent permitted by law. Although Proramics will use all reasonable efforts to meet delivery dates, any and all delivery dates are estimates only. Proramics shall not be liable to the Client for any loss or damage, whether direct, indirect or consequential arising out of any delay in delivering any dental products ordered from Proramics which is accepted.
Proramics shall under no circumstances be liable for:
a. Loss of profit, loss or business, loss of revenue, loss of contracts or loss of anticipated savings; or
b. For any special indirect or consequential damage of any nature whatsoever, howsoever arising, from breach or non-performance of any of its obligations under any agreement to supply dental products pursuant to these terms and conditions.
Nothing in these terms and conditions shall restrict Proramics liability to the extent such restriction is not permitted by law.