Contractual conditions for the provision of orthodontic services at Svět rovnátek s.r.o.

("Terms and Conditions")

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I. Introductory provisions

1. The service provider is Svět rovnátek s.r.o, with registered office at Nad Vršovskou hora 1423/10, 101 00 Prague 10 Michle, ID No.: 186 27 218, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 1857.
   

2. A patient is any natural person who, in accordance with the Health Care Contract and these Terms and Conditions, draws personally or accompanied by his/her legal representative the relevant health services provided by the Provider.
   

3. A health care contract is an agreement between the Provider and the Patient for the provision of health care services by the Provider to the Patient.
   

4. Informed consent is the Patient's free consent to the provision of health care services, which includes information about the health care service provided, in particular about the method and purpose of the health care service provided, or the risks associated with its provision, health contraindications, as well as possible alternative options for the provision of health care services. Informed consent is an integral part of the Health Care Contract, as well as part of the medical documentation maintained by the Provider in relation to the Patient. The informed consent is signed together with the Health Care Contract.
   

5. Product means orthodontic and dental product(s) purchased from the Provider.

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II. Services and conditions of their provision

1. The services provided by the Provider to the Patient are health services in the field of orthodontics and these are provided on the basis of Act No. 372/2011 Coll., on Health Services, as amended ("Services"). 
   

2. A Patient who is interested in the provision of the Service arranges a free initial consultation with the Provider by phone, email, online or in person, which is non-binding and includes a free initial examination, i.e. a dental scan, facial photographs, 3D visualization of the Patient's teeth, as well as preliminary information about the treatment options, the different types of orthodontic appliances and their prices. In case of online appointment, the date and time of the visit becomes valid only after the confirmation of this date by the Provider.
   

3. The following personal data are required from the Patient at the first appointment: name and surname, mobile phone number, exclusively for communication between the Patient and the Provider in case of cancellation or change of the appointment, and email address used exclusively for sending appointment reminders or for communication between the Patient and the Provider (asking questions, sending photo documentation, etc.).
   

4. During the initial examination, the patient is asked to fill in an initial anamnestic questionnaire for subsequent selection of an effective and safe individual treatment procedure. The Provider is not liable for the accuracy of the proposed treatment procedure if the Patient withholds certain facts about his/her health condition.
   

5. If the Patient decides to use the Provider's Services, he/she concludes a Health Care Contract with the Provider, subsequently a treatment plan is developed by the Provider and a specific orthodontic appliance is commissioned for production.
   

6. A record is kept in the Patient's medical record of each act in the provision of Services. The Provider shall keep and store the Patient's medical documentation and handle it in accordance with the Health Services Act and other legal regulations.

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III. Cancellation conditions

1. The Provider allows the Patient to choose not to use the Services after the conclusion of the Health Care Contract. The details and terms of such decision by the Patient are governed by the Health Care Contract.
   

2. Late arrival of the Patient by 15 minutes or more for the agreed appointment may lead to cancellation of the agreed appointment. 

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IV. Patient's rights and obligations

1. The patient states that:

• is capable of exercising his/her legal capacity or is using the Service with his/her legal representative;
• has thoroughly read the terms and conditions of the Health Care Contract and these Terms and Conditions prior to commencement of the Service and that he/she fully understands and agrees to these terms and conditions;
• will follow the Provider's instructions for using the Services.

2. Virtual Care - remote control of treatment

The patient will be provided with the Virtual Care system, which allows the attending physician to monitor the patient's treatment remotely and thus more effectively prevent possible problems that may arise during treatment with orthodontic appliances. The Virtual Care system consists of the My Invisalign phone app and the Invisalign Lens, a plastic phone handle that facilitates taking pictures of the teeth (collectively, "Virtual Care"). The patient is required to use Virtual Care as instructed by the treating physician. The Patient acknowledges and agrees that if the instructions of the attending physician for the use of Virtual Care are not followed, the Patient shall, at the request of the physician, attend a personal examination at the Provider's workplace, which examination shall be charged according to the Provider's current price list. 

3. The Patient is obliged to provide the Provider with truthful and complete information about his/her health condition (e.g. injuries, chronic diseases, medications, allergies, etc.) and other facts relevant to the provision of the Services prior to the commencement and during the provision of the Services.
   

4. The Patient is obliged to pay the price of the Services/its individual instalments in accordance with the Health Care Contract in due and timely manner. 
   

5. The patient has the right to:

• be sufficiently and fully informed by the Provider about the Services, i.e. their scope, term and price;
• for the proper provision of the Services ordered and paid for;
• claim defects in the Services provided in accordance with the Provider's Complaints Procedure;
• to ask about the details of the provision of the Services at any time during the provision of the Services, by email at any time or by telephone during the Provider's working hours or in person during an appointment. Personal consultations are charged according to the valid price list of the Provider.
  

6. Providing information about the Patient's health status

• The patient can determine who can be informed about his/her health condition and how, and can also determine whether these persons can consult the medical records kept about him/her and take extracts or copies.
• The client may prohibit the disclosure of health information to any person at any time during the course of treatment, and may revoke the designation of person(s) or the prohibition of health information at any time.

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V. Obligations of the Provider towards the Patient

The Provider is obliged to the Patient to:

• to provide the Patient with all information according to the Terms and Conditions;
• to provide the Patient with the Services in the usual scope and quality.

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VI. Minor Patients

In the case of a minor Patient, the right to information about the Services, about the state of health and the right to ask questions to the legal representative of the minor Patient. In this case, the minor Patient shall be provided with information and answers to additional questions in a manner that takes into account his/her intellectual maturity and ability to understand the information.

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VII. Personal data

The Patient acknowledges that in order to provide the Services and maintain medical records, the Provider will require the Patient to provide the necessary personal data, which will be processed in accordance with generally binding legal regulations - details on the processing and protection of personal data at www.svetrovnatek.cz. 

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VIII. Price of Services and its payment

1. The price for the Services agreed between the Provider and the Patient is set out in the Health Care Contract. The Health Care Contract also sets out the method of payment of the price. The price for other Services, i.e., care not included in the specific Service selected by the Patient and specified in the Health Care Contract, will be negotiated between the Provider and the Patient.
   

2. In the event that the price of the Service and/or its individual instalment is not paid within 5 working days from the date of its due date, the Provider reserves the right to suspend the provision of the Service until the obligation is paid and to require the Patient to pay a contractual penalty of CZK 100,- for each day of delay. Payment of the contractual penalty shall not affect the Provider's right to compensation for damages.
   

3. Gift vouchers

• The gift voucher entitles the legal holder to use the Services at the Provider.
• A gift voucher in the stated face value can be redeemed for any service from the Provider's Services portfolio.
• The Services may only be used in accordance with these Terms and Conditions.
• The date of issue and the period of validity are indicated on the Gift Voucher. After the expiry of this period, the Gift Voucher is no longer valid and no refund of its value is possible.   
• The gift voucher is/is not transferable.

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IX. Provider's Complaints Procedure

1. Defects in the Products for which the Provider is liable

The Provider shall be responsible for the Products being free from defects upon receipt. This means that the Products:

• have the characteristics that have been agreed upon, described by the Provider or that the Patient could have expected with regard to the nature of the Product, or the usual characteristics;
• are in adequate quantities;
• comply with the requirements of the legislation.

2. Instructions on the use of the products

The Patient is provided with an Instruction Manual for the use of the Product (the "Instruction Manual"). The Patient is obliged to follow the Instruction Manual carefully and to follow all instructions contained therein.

3. Warranty period

The warranty period is twenty-four (24) months from the date of receipt of the Product, unless a longer warranty period is specified on the Provider's website or in the documents accompanying the Product. If a defect in the Product becomes apparent after twelve (12) months, i.e. in the second year of use, it shall be the responsibility of the Patient, as the consumer, to provide proof that the Product was defective from the factory.

4. When rights from defective performance cannot be exercised

The Patient is not entitled to the rights from defective performance in the following cases:

• failure to follow the instructions in the Instruction Manual, i.e. in particular:
• improper and/or careless handling of the Product in the mouth resulting in damage to the Product, including improper and/or careless removal and application of the Product;
• deformation of Products caused by improper handling outside the mouth (hot water, fire, high pressure, strong strokes, etc.) 
• Not using Virtual Care or using it contrary to the recommendations of the treating physician;
• improper care of the Product and improper and/or inadequate dental hygiene
• damage to the Product by accident, as well as in case of defects caused by improper or inappropriate use of the Product (biting glass, bones, etc.) 
• defects caused by a change in health

Example: 5 months after taking delivery of the Product, the Patient's crown breaks or extensive decay needs to be treated and the Product needs to be adjusted or re-made to fit properly. In this case, the Patient is responsible for the cost of modifying the Product or fabricating a new Product, as there has been a change in the medical condition that could not have been anticipated prior to treatment.

intervention by a third party - a dentist or dental hygienist at another person's workplace (damage to bone or tooth, damage to gums, etc.)

• tooth movement during treatment and/or retention phase (during treatment and/or retention phase, unexpected/unplanned tooth movement may occur and the Product needs to be adjusted or a new Product needs to be made)
• concealment of a health problem or habit (including smoking) in the medical history that may affect the treatment undergone by the Provider
• wear and tear on the Product caused by normal use ("Normal Wear and Tear").

5. Normal wear and tear

Normal wear and tear is the slight and gradual deterioration of the Product caused by normal use.

Examples of normal wear and tear of the Products:

• scratching if the Patient suffers from bruxism (teeth grinding);
  
• colouring of the Product;
• aromatization of the Product;
• plaque and tartar build-up on the Product;
• biting through the Product as a result of strong clenching of the teeth.
  

6. Rights from defective performance

Removable Defects - in the event that a defect in the Product occurs during the warranty period for which the Product cannot be properly used by the Patient and such defect can be removed, the Patient shall be entitled to have such defect removed free of charge. If such procedure is not possible, the Patient may demand a reasonable price reduction or withdraw from the contract concluded between him and the Provider.

Irremovable defects - in the event of a defect that cannot be removed and that prevents the Products from being used properly, the Patient has the right to a replacement of the Product, a reasonable discount on the price of the Product or the right to withdraw from the contract concluded between the Patient and the Provider. 

7. Complaint procedure

The patient is obliged to file a claim with the Provider without undue delay from the discovery of the defect.

Complaints may be made by email or otherwise in writing, including a description of the defect and a photograph of it, where possible, and a suggestion of how to resolve it. The claim period shall commence from the date of receipt of the Product/set of Products by the Patient. The date of each receipt is recorded in the Patient's medical record.  

The moment of filing a claim is the moment when the Provider is notified of the occurrence of the defect and the right of liability for defects is exercised.

The Provider is obliged to settle the received complaints without undue delay, but no later than 30 days from the date of the complaint, unless otherwise agreed. A written confirmation of the claim will be issued to the Patient via email.

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X. Commercial communications

1. In accordance with Act No. 480/2004 Coll., the Act on Certain Information Society Services, as amended, the Patient hereby agrees that the Provider is entitled to send the Patient to the Patient's email address provided in the entry questionnaire or during the online ordering process commercial communications containing information about news in the Services and/or advantageous offers of the Provider.
   

2. Patients can withdraw their consent to receive commercial communications at any time by clicking on the unsubscribe link at the end of each commercial communication.

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XI. Termination of the contractual relationship

1. Both the Patient and the Provider are entitled to withdraw from the Health Care Contract in the event of a material breach of any of the contractual obligations by the other party.
   

2. The Provider is also entitled to withdraw from the Health Care Contract if the Patient refuses to undergo a dental procedure necessary for the success of the orthodontic treatment prior to and/or during the provision of the Services. 

3. The withdrawal must be made in writing and must state the reason for the withdrawal. The withdrawal shall take effect ex nunc, i.e. on the date of delivery of the notice of withdrawal by one party to the other party. The parties shall not be obliged to reimburse each other for the benefits already provided.

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XII. Exclusion of the Provider's liability

The Provider shall not be liable to the Patient for any direct or indirect injury or damage incurred by the Patient in connection with the use of the Service by providing incorrect, inaccurate or incomplete information about the Patient or in connection with failure to follow medical recommendations for the use of the Service.

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XIII. Best Price Guarantee

If the Patient submits to the Provider a relevant offer for the same Service - orthodontic treatment for a lower price before the start of the Services, the Provider undertakes to make up the price difference by providing a discount. The relevant offer is considered to be a credible offer from a comparable workplace in Prague, not older than 1 month, which is identical to the Provider's offer in terms of the content of the offered treatment.

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XIV. Final Provisions

1. These Terms and Conditions form an integral part of the Healthcare Contract.
   

2. Arrangements deviating from these Terms and Conditions may be agreed in the Health Care Contract. Such arrangements shall prevail over the provisions of these Terms and Conditions.
   

3. The Provider is entitled to unilaterally change these Terms and Conditions, provided that such change is notified to the Patients through their publication on the Provider's website www.svetrovnatek.cz. Amendments to the Terms and Conditions shall take effect with respect to the Patients on the date specified by the Provider.
   

4. This version of the Terms and Conditions shall take effect on 5 May 2025.

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