Order, treatment, manufacturing and delivery terms

1. Creating the patient case

The practitioner creates a patient case on the ORALIGN platform and submits the information required to study the treatment.

This information may notably include the patient’s identification data, clinical photographs, digital impressions, STL files, radiographs, and CBCT or DICOM files where required.

Before submitting the case, the practitioner must check that all information, images and attachments are complete, correct and associated with the right patient.

2. Payment of study fees

After submitting the case, the practitioner pays the study or treatment fees shown on the platform.

Prices are displayed in the same currency as the one used for payment and include applicable taxes, unless otherwise stated.

Payment of the study fees allows the ORALIGN team to begin analyzing the case and preparing the treatment proposal.

These fees may be separate from the price of the aligner pack chosen later.

3. Study and treatment proposal

After receiving a complete case and confirming payment, ORALIGN studies the case and prepares a treatment proposal.

The proposal is then sent to the practitioner through the platform so that it can be reviewed.

The practitioner can

• approve the treatment proposal
• request one or more changes
• send additional comments or instructions

When changes are requested, ORALIGN revises the proposal and submits it again to the practitioner for validation.

4. Treatment plan validation

Validating the treatment plan is the practitioner’s responsibility.

This validation confirms that the practitioner has reviewed the proposal, checked the treatment objectives and approved the planned tooth movements.

No aligner manufacturing is started before the practitioner validates the treatment plan.

5. Pack proposal and selection

After the treatment plan is validated, ORALIGN makes available to the practitioner the packs or offers matching the patient’s case.

Each offer may specify, in particular

• the treatment price
• the estimated number of aligners
• the services included
• any payment stages or installments
• the specific conditions applicable to the pack

The practitioner selects the desired pack and confirms their approval on the platform.

6. Order confirmation

The order becomes final after

• receipt of a complete case
• payment of the study fees
• validation of the treatment plan
• selection and approval of the pack
• confirmation of the payment required before manufacturing starts

A confirmation is then sent to the practitioner by email, by in-app notification or by any other contact method provided on their account.

7. One-time or installment payment

Depending on the selected pack, payment can be made as a one-time payment or in several installments.

When installment payment is offered, each installment may correspond to a treatment stage and to a defined number of aligners.

Before each payment, the platform specifies, in particular

• the installment amount
• the installment number or stage
• the number of aligners concerned
• any conditions applicable to that stage

Manufacturing of the series concerned begins only after the corresponding installment payment is confirmed.

Failure to pay an installment may lead to the suspension of the manufacturing and delivery of the following series.

8. Manufacturing the aligners

After the plan is validated, the pack is approved and the applicable payment is confirmed, ORALIGN starts manufacturing the aligners concerned.

In the case of installment payment, only the aligners corresponding to the paid installment are put into production, unless otherwise stated in the selected offer.

Any change requested after manufacturing has started may result in additional fees, a new lead time, or the impossibility of modifying devices already manufactured.

9. Treatment and manufacturing times

The times communicated by ORALIGN are calculated from the receipt of all the elements required at each stage.

They may notably depend on

• the quality and completeness of the patient case
• the practitioner’s response time
• the number of changes requested
• the validation of the treatment plan
• the choice of pack
• the confirmation of payment
• the volume and complexity of the manufacturing

Any delay linked to an incomplete case, unused files, late validation or unconfirmed payment may push back the initial time frame.

10. Delivery

The manufactured aligners are delivered to the address entered and confirmed by the practitioner on the platform.

In the case of installment payment, deliveries may be made progressively, according to the number of aligners planned for each installment.

Delivery times and costs may vary depending on the delivery area, the carrier, the parcel volume and transport-related constraints.

The practitioner must check the accuracy of the address, phone number and recipient information before each shipment.

11. Receiving the order

On receipt, the practitioner must check

• the condition of the parcel
• the patient’s name or reference
• the series or installment number
• the number of aligners received
• the apparent conformity of the devices

Any error, damage or non-conformity must be reported to ORALIGN as soon as possible, together with the necessary photographs and supporting documents.

An aligner showing an anomaly or not matching the patient case concerned must not be given to the patient.

12. Unavailability or inability to manufacture

When ORALIGN cannot continue the study, manufacturing or delivery of an order, the practitioner is informed as soon as possible.

Depending on the situation and how far the case has progressed, ORALIGN may offer

• the correction or replacement of the submitted files
• a change to the treatment proposal
• a new manufacturing run
• a credit note
• a refund of the amounts concerned

13. Delays beyond ORALIGN’s control

ORALIGN cannot be held responsible for delays caused by circumstances reasonably beyond its control, in particular

• a carrier delay
• an incorrect or incomplete address
• the recipient’s absence
• a major technical interruption
• an exceptional unavailability of raw materials
• an event of force majeure

In such a situation, ORALIGN informs the practitioner and takes reasonable measures to limit the consequences on the order.

14. Support

The practitioner can track the progress of their cases, treatments, payments, manufacturing and deliveries from their ORALIGN account.

They can also contact the support team directly through the chat built into the application for any question about a patient case, a treatment plan, a pack, a payment installment, manufacturing or delivery.