Terms and Conditions of Trade

1. Applicability

These Terms and Conditions (hereinafter ‘T&Cs’) shall apply to all commercial activities between:

I. MediMatch Dental Laboratory Limited (‘MediMatch’), whose registered office is at Unit 2, The Works, Colville Road, London, W3 8BL, United Kingdom; and
II. and the dentist, laboratory or any other customer (hereinafter: ‘Client’).

The dental patient is not considered a Client under these T&Cs.

These T&Cs are applicable and binding, without any further reference, to all commercial activities concluded between MediMatch and its Clients in the territory of the United Kingdom. Furthermore, these T&Cs are applicable and binding to all transactions concluded with any of the subsidiaries, branches or agents of MediMatch with regards to its custom-made dental appliances. By purchasing MediMatch’s Products or receiving its Services, the Client accepts these T&Cs.

For the purchase of certain products provided by MediMatch Supplies Limited, whose registered address is at Unit 2, The Works, Colville Road, London, England, W3 8BL, and its subsidiaries, which may be available in the Web shop, a specifically designed refund and return policy is applicable. The refund and return policy of MediMatch Supplies Limited is available at https://medimatch.co.uk/refund-returns/. In the case if specifically designed terms and conditions or policies are applicable for a specific Product or Services, these T&Cs are applicable to the purchase in a subsidiary manner.

These T&Cs are effective from 12 Feb 2025 until amended or revoked.

2. Definitions

I. ‘Additional Charges’ are charges for additional Services, i.e. change in design or material; prioritized handling of the request, etc. not included in the Order, provided by MediMatch. These charges shall be paid by the Client in addition to the Product and Services included in the Order.
II. ‘Commercial activities’ are the selling of Products and the provision of Services by MediMatch.
III. ‘Fees’ are the consideration for the Products and/or Services, as indicated on the invoice. The Fees are subject to VAT (or other similar or applicable sales taxes, charges, duties or levies) at the prevailing rate.
IV. ‘Order’ is any purchase of MediMatch’s Products placed by the Client in accordance with Section 4 of this T&Cs.
V. ‘Products’ are all the dental appliances and related goods sold by MediMatch.
VI. ‘Services’ are all the services provided by MediMatch to the Client, connected to the production of the Product.
VII. ‘Web shop’ is https://medimatch.co.uk/shop/.
VIII. ‘Website’ is https://medimatch.co.uk/.
IX. ‘Written’ all the written communications between MediMatch and its Clients, including inter alia the exchange of e-mails.

3. Status and Obligations

a. The Status and Obligations of MediMatch

MediMatch is a company incorporated under English Law, engaged in the production and the provision of dental appliances.

By accepting the Order of the Client, MediMatch agrees to produce the Product as it was specified in the Order, and to provide all the Services to the Client, which are connected to the production. MediMatch shall fulfil its obligations within the least reasonable timeframe or within the time prescribed in statute or in the common law, where applicable. In the case if MediMatch is unable to produce the Order to the desired specifications, it will notify the Client as soon as possible.

MediMatch may be held liable for its Products and Services and the Client may invoke warranty when a statute or common law prescribes it, to the extent of the price of the Product. All of MediMatch’s Products carry a Guarantee, within the conditions set below.

b. The Client’s Status and Obligations

By entering into an Agreement with MediMatch, the Client declares that he or she is legally capable of entering into binding agreements. By entering into an Agreement with MediMatch, the Client accepts these T&Cs. The Client acknowledges that placing the Order constitutes and obligation to pay for the Products and Services ordered, in line with Section 5 of these T&Cs.

The Client shall also facilitate a delivery address at the time of the purchase, to which the Product shall be delivered.

4. The Order of the Products and Services

The Client shall order the Product and request the Services via the Order Form or via e-mail sent to questions@medimatch.co.uk or to implants@medimatch.co.uk At the time of the placement of the order, the Client shall provide MediMatch with digitally imaged data (‘Data’) of the patient, i.e. pictures of the preparation, pictures to aid shade matching, which is suitable for the production of the Product ordered. The Client shall provide the Data either via e-mail or via post to ‘Medimatch Dental Laboratory Ltd , Unit 2, The Works, Colville Rd, London W3 8BL’The exact specifications for the Data shall be included in the Order Form or in the e-mail via which the Order was placed. Apart from the Data, the Client shall include the name and postcode of the dental practice and the name of the person placing the order, or in the absence, the name of the person placing the order, and the delivery address and e-mail address. The Client agrees to take full medical responsibility for all damages arising from the incorrect or incomplete Data sent to MediMatch.

In the case the Client requests any specific Services connected to the Product, it shall specify its request via the Order Form or the e-mail via which the Order was placed.

MediMatch may refuse to accept the order placed by the Client if the Data is unsuitable for the production of the Product or the Order Form is not properly completed. MediMatch may also refuse to accept the Order, if the Client’s request contradicts the warnings provided by the planning software used.

After the placement of the order, MediMatch will inform the Client of its acceptance. The order accepted by MediMatch may only be subject to amendment or modification based on the mutual agreement of MediMatch and the Client. Any additional requirements, including request for the amendment or modification of the order shall be communicated by the Client via e-mail or phone as soon as possible. MediMatch will inform the Client about the acceptance of the request as soon as feasible. Any modification of the original Order may invoke additional Charges, which will be invoiced by MediMatch in line with Section 5 of these T&Cs. While MediMatch endeavours to undertake all requested changes, it remains in its complete discretion to accept such requests of the Order.

5. Fees, Payment and Cancellation

a. Fees and Payment

The Fees for the Products and Services are determined on a case-by-case basis, based on the complexity of the order. MediMatch shall provide the invoice for the Client on a monthly basis, to the Client’s e-mail correspondence specified at the time of the Order. The invoices are also available through the Website, in the MediMatch Client Portal, available at https://lab.medimatch.com/. The Client shall pay the invoice within 30 days after its receipt, unless otherwise agreed in writing between MediMatch and the Client.

All work done or items supplied remain the property of MediMatch until payment is received. MediMatch 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 the client. MediMatch may reject any future orders from Clients with an unpaid invoice. Any work in progress will be halted 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 per case. Any cost or loss of income to the Client due to an account being halted cannot in any way be forwarded to MediMatch nor can it be deducted from any outstanding.

All Fees due to MediMatch shall be made in pounds sterling (GBP) and without right of set-off or counterclaim and free and clear of any deduction or withholding whatsoever unless the same may be required by law.

The Fees may be paid by credit- and debit card, or directly in the current account of MediMatch.

The transfers shall be sent to the following account, with the indication of the postcode and invoice number:

Name: MediMatch Dental Laboratory Limited

Account number: 77098129

Short code: 602313

Name of the Company: MediMatch Dental Laboratory Limited

Address: Unit 2 The Works, 37 Colville Road, London, United Kingdom, W3 8BL

b. Cancellation

The Client acknowledges that MediMatch will incur costs and expenses in order to perform any Order placed with it. The Client also acknowledges that once an order has been accepted by MediMatch, it may not be cancelled without the express written consent of MediMatch. MediMatch may in its absolute discretion withhold its consent to the cancellation.

The request for cancellation shall take place via e-mail sent to questions@medimatch.co.uk. The cancellation can only be deemed successful, if the Client receives a written confirmation from MediMatch.

6. Supply of the Services and the Delivery of the Products

a. Supply of the Services

All the Services related to the Order are provided simultaneously to the production and delivery of the Product, in line with the mutual agreement of MediMatch and the Client, as specified at the time of the Order.

b. Delivery

MediMatch offers three types or transport for pick up and / or delivery of products, according to the following scheme:

Courier Company	Pick up or Delivery at Dental Practice	At the discretion of MediMatch, in consultation with client. Approx. £1.50/Mile	Yes	Subject to pricelist of courier company	Courier company and /or client
Delivery Method	Pick up or delivery method	Special arrangement	Charged	Charging Rate	Responsibility for damage or loss
MediMatch courier (please note these couriers are self-employed)	Pick up or Delivery at Dental Practice	At the discretion of MediMatch (and only within the M25 region) Approx. £1.50/Mile	No	–	Royal Mail and / or client
Royal Mail	48 Tracked	At the discretion of MediMatch	No	–	Royal Mail and / or client
Royal Mail	24 Tracked	At the discretion of MediMatch or: when next day delivery is required; when product(s) are invoiced at £250.- or over; when product(s) contain(s) gold when products have less than the full 10 working days in the lab to allow for production	Yes	£8.00 – (price may vary depending on Royal Mail prices)	Royal Mail and / or client

The Client may indicate the type of delivery and MediMatch will endeavour to accommodate the delivery method of choice. If MediMatch is responsible for the loss or damage of the Product, this responsibility will not exceed to more than the actual value of the Product itself. MediMatch does not compensate dentist’s fees, consequential losses, or expenses of any kind in case of late delivery or the loss or damage of the Product during delivery.

In case of loss or damage by the delivery company, the 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. The Client can notify MediMatch about the loss or damage, and request the remake via e-mail to questions@medimatch.co.uk or implants@medimatch.co.uk.

For the delivery of the product, the terms and conditions of the delivery company apply.

7. Guarantee, Warranty and Product Liabilities

a. Instructions for Use, Storing and Handling

It is highly recommended that the Product is stored in a clean and safe environment if not used immediately. It is also advised that there must be no contact with materials, liquids or acids that could cause disfiguration or damage. The Product should not be subjected to extreme heat. Where applicable, you should take care not to damage the dental piece(s) of the Product when removing from its model. Cleaning should be done as per the material manufacturer instruction. The Client must inform the user (patient) of the proper cleaning, storage and maintenance of the Product.

All Products are made by MediMatch either in the UK or China, and are inspected by a GDC registered technician.

MediMatch is not responsible for the damage caused by the improper use, storage or handling of the Product. The Guarantee, Warranty and the liability of MediMatch, included in this Chapter can only be invoked by the Client if the Product was properly used, stored and handled.

b. Guarantee

All dental products produced at MediMatch carry a full manufacturing guarantee. This guarantee is your assurance that 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:

Product	Guarantee	Guarantee period
Crowns and Bridges	Yes	1 year
Veneers	Yes	6 months
Removable prostatics (acrylic)	Guarantee provided at discretion of MediMatch	Variable < 2 months
Aligners	Fit of first aligner only guarantee provided at discretion of MediMatch	Day of fit

If within the guarantee period the product proves defective in circumstances of normal use, a replacement will be provided free of charge by MediMatch. This guarantee will only be applied post evaluation of the defective device on the original model both returned to MediMatch including the original impressions (where possible), and within the terms that the device has been fitted within two weeks of the invoice date. 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 products replacing immediate extractions. Damage caused by physical trauma or impact (for instance due to high-risk sports) is specifically excluded from our product guarantees.

MediMatch reserves the right to refuse a guarantee where it believes that the Product by the Client may not last the guarantee period due to its particular circumstances. In such cases, MediMatch notifies the Client about the inapplicability of the Guarantee. MediMatch may nevertheless accept such requests after the written instruction of a GDC-registered technician, given prior to the start of the production of the Product. In the event that the requested work fails, MediMatch charges the Client for the full work and materials supplied and other expenses incurred during the production.

The guarantee becomes null and void if the Product is adjusted. The guarantee offered by MediMatch excludes Products carrying a warranty note on the Invoice or the Client’s prescription or based on faulty impressions.

c. Warranty

All conditions and warranties which would be implied by statute, or under common law, are hereby excluded to the fullest extent permitted by law.

Save as expressly set out in these T&Cs, 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 MediMatch, its branches, subsidiaries or agents.

MediMatch 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 Product or performing any Services ordered from MediMatch which is accepted.

d. Liability

MediMatch constructs its Products to the specifications provided by the Client. By fitting an appliance in the patient’s mouth, the Client accepts that MediMatch has manufactured the appliance to the agreed specifications and satisfaction. If, during model casting or printing, MediMatch determines that the quality of the impression is inadequate to proceed, the Client will be notified to discuss possible solutions, and production will be halted until further instructions or until a new impression is received.

The Client is responsible for inspecting all impressions before providing it to MediMatch. By providing an impression, the Client confirms it is suitable for production. If the Client decides to proceed with an unsatisfactory impression, any necessary remakes may incur Additional charges. MediMatch cannot be held liable for the damage arisen from such impressions.

MediMatch endeavours to interpret and follow the Client’s instructions accurately, which should be clear and unambiguous. If an inaccuracy arises due to a production error on MediMatch’s part, the Product will be corrected or, if necessary, reproduced at no Additional cost, as promptly as the production process for the specific product allows. MediMatch is not responsible for compensating dentist fees, consequential losses, or any related expenses. The Client is responsible for any Additional charges incurred through changing instructions or delivery dates after the work has been accepted by MediMatch.

MediMatch shall under no circumstances be liable for:

a. The loss of profit, loss or business, loss of revenue, loss of contracts or loss of anticipated savings; or

b. 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 T&Cs shall restrict Medimatch’s liability to the extent such restriction is not permitted by law.

The Client acknowledges that MediMatch cannot produce the Product if the impression, whether digital or analogue, does not accurately represent the patient’s dentition. Impressions should be compared to the original condition and verified by the Client as an accurate representation.

MediMatch is not liable for any choking hazards associated with a dental appliance due to faulty prescriptions, poor fitting, or misuse. The Client acknowledges such risk when ordering the Product.

8. Specific Provisions

a. Returns and remake in specific cases

The Client may return a Product for remake if it does not match the order specifications. To do so, the Product must be returned within 15 working days from the invoice date. The Client shall provide a new impression, and a detailed explanation of the problems experienced. Upon receiving the Product, MediMatch requires a minimum of 15 working days to examine and remake the Product. If MediMatch determines that the returned Product aligns with the order specifications, the Product will be sent back to the Client at the Client’s expense without modification or remaking.

If, after a remake, the Product still does not match the order specifications, the Product may be returned again within 15 working days from the invoicing date for a refund. The refund amount will match the amount on the original invoice.

For any work returned for remake due to a shade difference from the original order, Additional costs will apply, but these will not exceed the total amount charged for the original order. For work containing precious or semi-precious alloys, MediMatch will charge 40% of the original alloy cost. (Please note, this does not include costs related to alloy loss during manufacturing.)

A dental appliance that fits the master model created from the original impression provided by the Client, and that meets the specifications outlined in the client’s prescription, will not be considered eligible for a remake.

b. Production in stages

When the final Product is produced in multiple stages, the fit is evaluated immediately after each stage. The Client is responsible for assessing the fit and quality of each stage separately, rather than only evaluating the completed product at the end of the production process. Any requests for remakes after acceptance of a Product by the Client at any stage will incur full charges. Each stage of production will be invoiced separately, and each invoice is due for payment in full, in accordance with Section 5 of these T&Cs.

MediMatch is not liable for dental appliances produced under this staged approach if not all steps were completed. Such products are also excluded from the guarantees provided in these T&Cs.

For ‘metal frame dentures’ and ‘flexi dentures,’ the provision of a secondary impression in a custom tray made by MediMatch for the specific patient is required.

Please note that some impression materials, such as alginate, have a short usable lifespan (typically 24-72 hours, depending on the manufacturer) once mixed and used for impression taking. These materials must be cast within this timeframe. MediMatch may refuse to accept impressions where such materials were used after 72 hours or the indicated lifespan, if it is shorter. MediMatch may halt the production process until a new impression was received from the Client.

Charges for each production stage may vary significantly, with some stages carrying higher fees than others. By placing the order, the Client accepts MediMatch’s fee structure for each stage, which is non-negotiable and not open to interpretation.

c. Impressions of inferior quality

MediMatch reserves the right to charge a minimum fee of £10 for each impression received that is of inferior quality, even if no Product is produced. If the Client requests production to proceed following notification of a poor-quality impression, the full product price will be due regardless of product fit. Any remakes in such cases will be charged in full, and no guarantee will apply to the Product. MediMatch also reserves the right to charge £25 for impressions that have not been disinfected at the clinic and/or contain traces of blood.

d. Alloy

The Client will be charged for any loss of precious or semi-precious alloy during production, up to a maximum of 25%. (This excludes any additional costs associated with a remake, if applicable.) Gold is charged based on its gross weight, and alloy costs are calculated at the rate on the casting date. MediMatch cannot provide an estimated cost in advance, as these rates cannot be guaranteed.

e. Lab forms

MediMatch may apply a £10 fee for each damaged/incomplete/missing lab forms.

9. Closing provisions

a. Data Protection

MediMatch undertakes its Commercial activities in line with the Data Protection Act 2018 regarding the storage, transfer and deletion of natural persons’ data. For more information on the MediMatch’s data handling, please consult our Privacy Policy, available at https://medimatch.co.uk/privacy-policy/

b. Intellectual Property Rights

All intellectual property rights related to any Products supplied by MediMatch (including but not limited to rights under patents, rights under any trade mark, copyright or design right) whether or not created in connection with the Client’s Order shall remain MediMatch’s exclusive property.

c. Applicable Law

The construction validity and performance of the Agreement into which these T&Cs are incorporated shall be governed by and construed in accordance with English Law and the parties irrevocably submit to the non-exclusive jurisdiction of the English courts.