Terms & Conditions
The following Terms and Conditions apply to all orders placed with Denno Dent Pty Ltd ("Denno Dent Laboratory"). These Terms and Conditions may be amended, updated, or replaced by Denno Dent, provided that Denno Dent gives the Client not less than fourteen (14) days' prior written notice of any material amendment, with the current version published on Denno Dent's website (www.dennodent.com.au). Continued submission of Orders following the expiry of the notice period constitutes acceptance of the amended Terms. Any instruction or order submitted to Denno Dent Pty Ltd constitutes acceptance of these Terms and Conditions for the supply of goods and services. Upon such acceptance, these Terms form a legally binding agreement between Denno Dent and the Client and may only be varied or waived by written agreement signed by an authorised representative of Denno Dent Pty Ltd.
These Terms and Conditions are governed by the laws of Queensland, Australia. No action or proceeding may be commenced or maintained in relation to any matter arising under or in connection with these Terms except in a court of competent jurisdiction in Queensland, within the Commonwealth of Australia.
1. DEFINITIONS
1.1 "Denno Dent" means Denno Dent Pty Ltd (ACN 686 148 827).
1.2 "Client" means any dental practitioner, clinic, corporate entity, or person placing an order with Denno Dent for the supply of Goods or Services.
1.3 "Goods" means all dental prostheses, appliances, restorations, custom-made devices, and related products supplied by Denno Dent to the Client pursuant to these Terms.
1.4 "Services" means all laboratory services including design, fabrication, digital workflow, smile design, and consultation provided by Denno Dent to the Client pursuant to these Terms.
1.5 "Order" means any prescription, scan, file, written instruction, or request submitted to Denno Dent by or on behalf of the Client for the supply of Goods or Services.
1.6 "Business Day" means a day that is not a Saturday, Sunday, or public holiday in Queensland, Australia.
1.7 "Force Majeure Event" has the meaning given in clause 13.
1.8 "GST" has the meaning given in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).
1.9 "Intellectual Property Rights" means all present and future intellectual property rights including patents, trademarks, registered designs, copyright, trade secrets, know-how, and all other rights of a proprietary nature.
1.10 "Warranty Period" means the applicable period set out in clause 11.2.
2. QUOTATIONS, ORDERS AND ACCEPTANCE
2.1 Denno Dent reserves the right, at its sole discretion and at any time, to refuse, decline, or cancel any order for goods or services, provided that where Denno Dent cancels an Order that has been accepted and for which production has not commenced, Denno Dent will refund to the Client any amounts paid in respect of that Order within fourteen (14) Business Days of cancellation.
2.2 Each work Order must be accompanied by a completed prescription or laboratory instruction form clearly specifying all requirements, including but not limited to: type of restoration or product; material selection; design specifications; shade and aesthetic requirements; occlusal instructions; any other special characteristics or customisation requirements; and clinical photographs or supporting documentation where relevant.
2.3 All Orders must be complete, accurate, and contain all information necessary for fabrication. Denno Dent may reject any order that is incomplete, unclear, or clinically inadequate, including manual impressions or digital submissions that do not meet acceptable technical standards. Where Denno Dent rejects an Order on the grounds of inadequacy, Denno Dent will notify the Client in writing within five (05) Business Days of receipt, specifying the grounds for rejection.
2.4 Denno Dent will not be liable for any requirement, preference, or aesthetic expectation that is not expressly stated in the submitted prescription or supporting documentation. Denno Dent is not responsible for shade discrepancies or aesthetic variations where photographs are not provided, are of poor quality, or where lighting conditions materially affect colour interpretation.
2.5 Production will only commence once all required materials, prescriptions, and supporting information have been received and formally accepted by Denno Dent. Any changes or cancellation requested after production has commenced may result in additional charges, material costs, administrative charges and revised turnaround times as determined by Denno Dent, acting reasonably.
2.6 Approval of an alteration or cancellation in respect of one case does not affect any other existing or pending Orders.
2.7 Any prescription, instruction, digital file, or Order submitted by the Client for the supply of goods or services constitutes acceptance of these Terms and Conditions.
2.8 All restorations and goods supplied by Denno Dent must be fitted and inserted by a registered and licensed practising dentist.
3. INFECTION CONTROL AND DECONTAMINATION
3.1 All impressions, appliances, models, bite registrations, and any other items submitted to Denno Dent must be properly cleaned and decontaminated prior to dispatch in accordance with the Dental Board of Australia Guidelines for Infection Prevention and Control, the relevant standards published by the Australian Dental Association, and all applicable Australian health regulations.
3.2 Denno Dent reserves the right to refuse, quarantine, or return any item that appears contaminated, inadequately disinfected, or non-compliant with infection control requirements. Any additional handling, decontamination, or disposal costs incurred due to non-compliance will be charged to the Client.
3.3 Where applicable, all items dispatched by Denno Dent are handled and decontaminated in accordance with relevant Australian infection control standards prior to release.
4. INTELLECTUAL PROPERTY
4.1 All Intellectual Property Rights relating to the design, development, digital workflows, production processes, manufacturing methods, samples, prototypes, mock-ups, smile designs, and custom devices created by Denno Dent remain, and shall at all times remain, the exclusive property of Denno Dent Pty Ltd.
4.2 The Client does not acquire any right, title, or interest in any Intellectual Property Rights owned or developed by Denno Dent, including but not limited to digital design files, CAD/CAM data, workflow protocols, material specifications, aesthetic layering techniques, or manufacturing methodologies.
4.3 Where Denno Dent sources, produces, or manufactures samples, prototypes, or custom design concepts specifically at the request of a Client all such material remains the exclusive property of Denno Dent unless Intellectual Property Rights are expressly transferred to the Client by a separate written agreement.
4.4 The Client warrants that any prescription, design brief, photograph, digital file, or other material submitted to Denno Dent does not infringe the Intellectual Property Rights of any third party. The Client indemnifies Denno Dent against any claim, loss, or liability arising from any such infringement.
5. MEDICAL ADVICE
5.1 Denno Dent Pty Ltd will manufacture goods and provide services strictly in accordance with the written prescription, digital files, scans, and instructions submitted by the Client.
5.2 From time to time, Denno Dent clinicians, technicians, or representatives may discuss a case with the Client via email, telephone, video conference, or in person.
5.3 The Client acknowledges and agrees that any such discussions are provided for general technical guidance only and are limited to the characteristics, properties, fabrication processes, and aesthetic considerations of the Goods. Such communications do not constitute clinical advice, treatment recommendations, or warranties, and must not be relied upon as a substitute for the Client's independent professional judgment.
5.4 Nothing communicated by Denno Dent, whether verbally or in writing, shall create or be deemed to create any dentist-patient relationship, clinician-patient relationship, or advisory duty between Denno Dent and any patient of the Client.
5.5 The Client retains sole and exclusive responsibility for: diagnosis and treatment planning; tooth preparation and occlusion; shade selection and aesthetic approval; material selection and suitability; cementation protocols; patient consent and disclosure; and determining the suitability of the Goods for any particular patient.
5.6 Denno Dent does not accept responsibility for advising on the suitability of any product, restoration, material, or treatment for any individual patient.
6. QUOTATIONS AND PRICING
6.1 The prices for Goods and Services are set out in the current Denno Dent price list as provided to the Client from time to time. Denno Dent reserves the right to amend, vary, or update its pricing at any time at its sole discretion provided that Denno Dent gives the Client not less than fourteen (14) days' prior written notice of any price increase. Any price increase will apply only to Orders placed on or after the date on which the increase takes effect and will not apply to any Order submitted by the Client prior to that date, whether or not that Order has been accepted or is in production at the time notice is given. It is the Client's responsibility to confirm current pricing prior to placing an Order.
6.2 Any quotation issued by Denno Dent for laboratory work not listed in the standard price schedule will be provided in writing. Unless otherwise stated, all quotations are valid for thirty (30) days from the date of issue. After this period, Denno Dent reserves the right to revise pricing.
6.3 A quotation may only be used to place an Order for the specific goods and services expressly outlined in that quotation. Prices contained in a quotation apply solely to that quoted case and do not apply to any other Order unless confirmed in writing by Denno Dent.
6.4 Unless otherwise specified, all prices are exclusive of Goods and Services Tax (GST) and any other applicable taxes, duties, levies, or regulatory charges. Where GST is applicable under A New Tax System (Goods and Services Tax) Act 1999 (Cth) or any related legislation, the Client must pay the applicable GST in addition to the stated price.
6.5 All invoices issued by Denno Dent are GST exclusive unless expressly stated otherwise.
6.6 For clarification regarding products, materials, specifications, or pricing, the Client must contact Denno Dent prior to placing an Order.
7. PAYMENT TERMS AND CREDIT ACCOUNTS
7.1 Credit facilities may be offered to the Client at the sole discretion of Denno Dent and are subject to formal approval. Denno Dent reserves the right to approve, decline, vary, suspend, reduce, or withdraw credit facilities at any time with seven (07) business days’ notice.
7.2 Where credit is requested, the Client consents to Denno Dent making such enquiries as it deems necessary to assess creditworthiness, including obtaining credit reports from credit reporting bodies and disclosing business information to such agencies in accordance with the Privacy Act 1988 (Cth) and applicable credit reporting legislation. The Client further consents to Denno Dent disclosing payment performance information to credit reporting bodies in accordance with applicable law.
7.3 Denno Dent may impose or vary credit limits at its discretion. Credit limits may not apply where a valid Direct Debit Authority is executed and maintained.
7.4 A monthly statement will be issued at the beginning of the following month detailing all invoices raised during the preceding month. The full statement balance must be paid by the 15th day of the month immediately following the month in which the invoices were issued, unless otherwise agreed in writing. Any outstanding balance remaining unpaid beyond the due date will incur interest at the rate of 1.5% per month (or the maximum rate permitted by law, whichever is the lesser), calculated daily and compounded monthly from the due date until the date of payment in full.
7.5 Denno Dent may issue invoices at any stage of the workflow, including upon receipt of a case, during manufacturing, upon completion, or at dispatch. The timing of invoicing does not affect the Client's obligation to pay in accordance with agreed payment terms.
7.6 Any administrative charges incurred in connection with the recovery or management of an overdue account (including but not limited to dishonour fees, account management fees, and collection administration costs) will be charged to the Client at the rates notified by Denno Dent from time to time, up to the maximum permitted by law. Interest on overdue amounts is governed by clause 7.4.
7.7 Any discounts, rebates, or incentive arrangements will not apply in any month where the account carries an overdue balance.
7.8 If an account remains unpaid beyond the due date, Denno Dent reserves the right to suspend production, withhold delivery, refuse acceptance of new cases, or reject pending Orders until all outstanding amounts are paid in full.
7.9 Denno Dent shall not be liable for any delay, disruption, or loss arising from suspension of supply due to the Client's failure to make payment in accordance with these Terms.
7.10 Payment may be made by electronic funds transfer, direct deposit, or credit card. Credit card payments may attract a surcharge, which will be disclosed to the Client prior to payment being processed, which Denno Dent may vary from time to time to reflect processing costs.
7.11 If any account remains unpaid, Denno Dent reserves the right to take recovery action. The Client agrees to indemnify Denno Dent for all costs incurred in recovering outstanding amounts, including but not limited to debt collection fees, administrative charges, legal costs on a full indemnity basis, and court costs.
7.12 All Goods supplied by Denno Dent remain the property of Denno Dent until paid for in full (retention of title). Until title passes to the Client:
(a) the Client holds the Goods as bailee for Denno Dent and must store them separately clearly identified as property of Denno Dent, and in good condition;
(b) the Client must not sell, encumber, charge, mortgage, grant a security interest over, or otherwise deal with the Goods as owner;
(c) the Client must immediately return the Goods to Denno Dent upon request; and
(d) Denno Dent or its authorised representatives may, without notice, enter any premises occupied by the Client to inspect or repossess any unpaid Goods, and the Client grants an irrevocable licence to Denno Dent for that purpose.
8. COLLECTION, DELIVERY AND RISK
8.1 The Client is responsible for the safe, secure, and timely dispatch of all casework, impressions, scans, models, and materials sent to Denno Dent. Denno Dent accepts no responsibility for any casework that is delayed, damaged, misdirected, or lost in transit to the laboratory. The Client is responsible for ensuring that all items are appropriately packaged for safe transport.
8.2 Unless otherwise agreed in writing, all delivery costs to Denno Dent are borne by the Client.
8.3 Denno Dent may offer courier collection or delivery services at its discretion. All cases may incur a shipping and handling fee. Such fees are subject to change at any time at the sole discretion of Denno Dent. The Client may request a quotation for courier or freight services at the time of account establishment or prior to booking a collection.
8.4 Upon opting to use such service, the Client is responsible for ensuring that: casework is ready for collection at the agreed time; the business premises are accessible during business hours; and collection instructions are accurate and complete.
8.5 Any costs arising from failed, futile, or cancelled collections due to the case not being ready, incorrect information, or premises being closed will be charged to the Client.
8.6 Where a direct courier service is not available, Denno Dent may utilise third-party postal or courier providers for delivery. Denno Dent reserves the right to pass on all shipping, freight, insurance, and handling costs to the Client, which will be reflected on the invoice. These charges are payable under the same terms as all other invoiced amounts.
8.7 Risk in the Goods passes to the Client upon dispatch from Denno Dent's premises. While Denno Dent will take reasonable care in arranging return shipment, Denno Dent is not liable for delays, damage, or loss occurring in transit once the Goods have left its control.
8.8 Denno Dent will only deliver completed casework to the registered business address of the Client and will not deliver to residential or alternative addresses unless expressly agreed in writing.
9. PRODUCTION AND TURNAROUND TIMES
9.1 Standard in-laboratory turnaround times vary depending on the product type and case complexity. As a general guide, most fixed restorations require approximately ten (10) to fifteen (15) in-lab working days.
9.2 Turnaround times commence only once all required materials, prescriptions, digital files, supporting documentation, and necessary approvals have been received and formally accepted by Denno Dent.
9.3 Complex aesthetic cases, layered ceramic restorations, full-arch rehabilitations, and advanced digital smile design cases may require extended production time. Where applicable, a Denno Dent technician will notify the Client if additional production time is required.
9.4 Delays may occur in circumstances including, but not limited to: technical queries requiring clarification; requests for additional clinical information or photographs; shade matching appointments or aesthetic approvals; receipt of inadequate impressions or distorted scans; requests for new impressions or updated digital submissions; implant cases requiring verification or ordering of specific componentry; and supplier delays or factors beyond Denno Dent's reasonable control.
9.5 Implant-supported restorations may require additional manufacturing time where proprietary components must be sourced, confirmed, or special ordered prior to fabrication.
9.6 Denno Dent offers priority (urgent) services for selected products, subject to technician availability and case suitability. Priority services may attract an additional fee per unit and must be confirmed prior to case submission. Acceptance of priority cases is at the sole discretion of Denno Dent.
9.7 All turnaround times are estimates only and are not guaranteed. Denno Dent will not be liable for delays arising from incomplete submissions, third-party suppliers, courier services, or circumstances outside its reasonable control.
10. CANCELLATIONS
10.1 Denno Dent reserves the right to cancel, suspend, or refuse any Order at any time prior to supply, by providing notice to the Client. Where an Order is cancelled before production has commenced, Denno Dent will refund any amounts paid in advance in respect of that specific Order.
10.2 Denno Dent may cancel or suspend an Order where, without limitation, the Client's account is overdue; required technical or clinical information has not been provided; submitted materials are inadequate or non-compliant; implant componentry cannot be sourced; or the case cannot be completed due to circumstances beyond Denno Dent's reasonable control.
10.3 Where production has commenced prior to cancellation, Denno Dent reserves the right to retain payment for work performed, materials ordered, and costs incurred up to the date of cancellation. Denno Dent will provide the Client with a written itemised statement of all costs retained within seven (7) Business Days of cancellation.
11. WARRANTY AND GUARANTEE
11.1 Subject to the terms set out below and to any non-excludable rights the Client may have under the Australian Consumer Law, Denno Dent Pty Ltd provides a limited manufacturing warranty covering defects in materials and workmanship arising from the fabrication process only.
11.2 The following warranty periods apply from the original invoice date:
(a) Zirconia restorations: twelve (12) months;
(b) Lithium disilicate (including E.max CAD and Press): twelve (12) months;
(c) Layered ceramic restorations: twelve (12) months on ceramic layering, with the framework covered under the applicable material warranty.
11.3 This warranty applies solely to manufacturing defects and guarantees that the restoration will be fabricated in accordance with the written prescription and will fit the model or digital file provided by the Client.
11.4 Denno Dent does not warrant that any device is fit for a particular clinical purpose, and all responsibility for treatment planning, preparation design, occlusion, material selection, cementation protocol, and patient suitability remains solely with the prescribing clinician.
11.5 The warranty is strictly subject to the following conditions:
(a) the original restoration must be returned to Denno Dent for inspection;
(b) Denno Dent will assess, in its sole professional judgment, whether the issue arises from a manufacturing defect;
(c) if a manufacturing defect is confirmed, Denno Dent will, at its option, repair or replace the restoration to the original specification; and
(d) no substitute materials will be used without written approval.
11.6 Where a valid warranty claim is accepted, the replacement restoration will be manufactured under the same turnaround conditions as a new case. Denno Dent will notify the Client of the outcome of its warranty assessment within ten (10) Business Days of receiving the returned restoration.
11.7 Shipping costs for approved warranty remakes will be borne by Denno Dent. If Denno Dent determines that the failure is not due to a manufacturing defect, all remake and shipping costs will be invoiced to the Client.
11.8 If Denno Dent requests a new impression, updated scan, or additional clinical records and the Client instructs Denno Dent to proceed without such materials, the warranty will be void.
11.9 Any replacement restoration supplied under warranty carries the remaining balance of the original Warranty Period only.
11.10 The warranty does not cover:
(a) chair time, clinical fees, removal, or insertion costs;
(b) patient dissatisfaction unrelated to a manufacturing defect;
(c) damage caused by bruxism, parafunctional habits, trauma, accident, neglect, abuse, or failure of supporting tooth or tissue structures;
(d) improper preparation, inadequate reduction, or poor impression or scan quality;
(e) improper cementation or bonding protocol;
(f) normal wear and tear;
(g) alterations, adjustments, or repairs performed by another laboratory or third party; or
(h) cases fabricated partially or wholly by another laboratory.
11.11 Cash refunds are not provided. Denno Dent's liability under this warranty is strictly limited to repair or replacement of the restoration.
11.12 This warranty is provided in addition to, and does not limit, any rights the Client may have under the Australian Consumer Law or any other applicable statute that cannot be excluded by agreement. No agent, employee, or representative of Denno Dent is authorised to modify this warranty unless confirmed in writing by a director of the Company.
12. LIMITATION OF LIABILITY
12.1 To the maximum extent permitted by law, and subject to clause 11.12, Denno Dent excludes all liability for any indirect, incidental, special, punitive, or consequential loss or damage arising out of or in connection with the supply, manufacture, performance, or non-performance of any Goods or Services. This includes, without limitation, loss of profit, loss of revenue, loss of business, loss of opportunity, loss of goodwill, or loss of anticipated savings, whether or not Denno Dent has been advised of the possibility of such loss.
12.2 Except as expressly set out in these Terms, all conditions, warranties, guarantees, or representations, whether express or implied, including those arising by statute, trade, custom, or otherwise, are excluded to the fullest extent permitted by law.
12.3 If, notwithstanding the foregoing, Denno Dent is found to be liable for any reason whatsoever, whether in contract, tort (including negligence), statute, or otherwise, Denno Dent's total aggregate liability to the Client is strictly limited to the amount paid by the Client for the specific Order giving rise to the claim, or the cost of re-supplying the relevant Goods or Services, whichever is the lesser.
12.4 To the fullest extent permitted by law, Denno Dent shall have no liability to any patient or third party of the Client.
12.5 The Client indemnifies and holds harmless Denno Dent, its directors, employees, and agents from and against all claims, demands, actions, proceedings, losses, damages, liabilities, costs, and expenses (including legal costs on a full indemnity basis and any debt recovery or collection costs) arising out of or in connection with:
(a) any breach of these Terms by the Client;
(b) any clinical use, application, or fitting of the Goods other than where arising directly from a proved manufacturing defect by Denno Dent;
(c) any act or omission of the Client, its employees, contractors, or agents; or
(d) any claim made by a patient or third party in connection with the Goods or Services supplied.
13. FORCE MAJEURE
13.1 Denno Dent shall not be liable for any delay, failure, or inability to perform any of its obligations where such delay or failure arises from or is caused by events or circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, fire, flood, storm, pandemic, epidemic, war, terrorism, civil unrest, labour disputes, industrial action, supply chain disruption, failure of utilities or telecommunications, shortage of materials, failure of third-party suppliers or couriers, or any government or regulatory action (each a "Force Majeure Event").
13.2 Where a Force Majeure Event occurs, Denno Dent will notify the Client in writing as soon as reasonably practicable and its obligations will be suspended for the duration of the event and for a reasonable period thereafter. Denno Dent may, at its discretion, extend timeframes, suspend performance, or cancel affected Orders without liability.
13.3 To the extent permitted by law, Denno Dent shall not be responsible for any loss, damage, cost, or expense incurred by the Client as a result of such delay, suspension, or cancellation. Where a Force Majeure Event continues for a period exceeding sixty (60) days, either party may, upon giving fourteen (14) days' written notice to the other, terminate affected Orders without further liability.
14. PRIVACY
14.1 Denno Dent collects, uses, and discloses personal information in accordance with its Privacy Policy and the Privacy Act 1988 (Cth), including the Australian Privacy Principles.
14.2 By placing an Order, the Client consents to Denno Dent collecting and using personal information (including, where applicable, health information relating to patients) to the extent necessary to fulfil its obligations under these Terms.
14.3 Where the performance of Denno Dent's obligations under these Terms requires the transmission of personal information relating to a patient of the Client, including health information as defined under the Privacy Act 1988 (Cth), the Client warrants that:
(a) it has obtained all necessary consents from the relevant patient, or is otherwise authorised under applicable law, to collect, use, and disclose that patient's personal information and health information to Denno Dent for the purpose of fabricating the relevant Goods or providing the relevant Services;
(b) the personal information and health information transmitted to Denno Dent is limited to the minimum necessary for Denno Dent to perform its obligations under these Terms; and
(c) it has informed the patient that their personal information may be disclosed to a third-party dental laboratory for the purpose of fabricating their dental restoration or appliance.
14.4 Denno Dent will collect, hold, use, and disclose any personal information or health information received from the Client solely for the purpose of fulfilling its obligations under these Terms and in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and Denno Dent's Privacy Policy as published from time to time.
14.5 Denno Dent's Privacy Policy is available at www.dennodent.com.au. The Client should review that policy prior to submitting any Order involving personal information.
15. DISPUTE RESOLUTION
15.1 In the event of any dispute between the parties arising out of or in connection with these Terms, the parties agree to attempt to resolve the dispute by good faith negotiation within fourteen (14) days of written notice of the dispute being given by either party.
15.2 If the dispute is not resolved by negotiation within the period in clause 16.1, either party may refer the dispute to mediation administered by the Resolution Institute (or such other mediation body as the parties agree) before commencing litigation.
15.3 Nothing in this clause prevents either party from seeking urgent injunctive or interlocutory relief from a court of competent jurisdiction.
16. GENERAL
16.1 Entire Agreement. These Terms constitute the entire agreement between the parties with respect to their subject matter and supersede all prior negotiations, representations, warranties, or agreements, whether written or oral.
16.2 Severability. If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed from the remainder of the Terms, which shall continue in full force and effect.
16.3 Waiver. A failure or delay by either party to exercise any right or remedy does not constitute a waiver of that right or remedy, nor does it prevent the exercise of that right or remedy on any subsequent occasion.
16.4 Assignment. The Client may not assign, novate, or transfer its rights or obligations under these Terms without the prior written consent of Denno Dent. Denno Dent may assign its rights under these Terms on notice to the Client.
16.5 Notices. Any notice required under these Terms must be given in writing and delivered by email with confirmed receipt, by hand, or by registered post to the address of the other party as notified from time to time. Notices sent by email are deemed received on the Business Day of transmission, provided no delivery failure notification is received.
17. ACCEPTANCE
By placing an Order, the Client acknowledges that it has read, understood, and accepts these Terms in full.
The following Terms and Conditions apply to all orders placed with Denno Dent Pty Ltd ("Denno Dent Laboratory"). These Terms and Conditions may be amended, updated, or replaced by Denno Dent, provided that Denno Dent gives the Client not less than fourteen (14) days' prior written notice of any material amendment, with the current version published on Denno Dent's website (www.dennodent.com.au). Continued submission of Orders following the expiry of the notice period constitutes acceptance of the amended Terms. Any instruction or order submitted to Denno Dent Pty Ltd constitutes acceptance of these Terms and Conditions for the supply of goods and services. Upon such acceptance, these Terms form a legally binding agreement between Denno Dent and the Client and may only be varied or waived by written agreement signed by an authorised representative of Denno Dent Pty Ltd.
These Terms and Conditions are governed by the laws of Queensland, Australia. No action or proceeding may be commenced or maintained in relation to any matter arising under or in connection with these Terms except in a court of competent jurisdiction in Queensland, within the Commonwealth of Australia.
1. DEFINITIONS
1.1 "Denno Dent" means Denno Dent Pty Ltd (ACN 686 148 827).
1.2 "Client" means any dental practitioner, clinic, corporate entity, or person placing an order with Denno Dent for the supply of Goods or Services.
1.3 "Goods" means all dental prostheses, appliances, restorations, custom-made devices, and related products supplied by Denno Dent to the Client pursuant to these Terms.
1.4 "Services" means all laboratory services including design, fabrication, digital workflow, smile design, and consultation provided by Denno Dent to the Client pursuant to these Terms.
1.5 "Order" means any prescription, scan, file, written instruction, or request submitted to Denno Dent by or on behalf of the Client for the supply of Goods or Services.
1.6 "Business Day" means a day that is not a Saturday, Sunday, or public holiday in Queensland, Australia.
1.7 "Force Majeure Event" has the meaning given in clause 13.
1.8 "GST" has the meaning given in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).
1.9 "Intellectual Property Rights" means all present and future intellectual property rights including patents, trademarks, registered designs, copyright, trade secrets, know-how, and all other rights of a proprietary nature.
1.10 "Warranty Period" means the applicable period set out in clause 11.2.
2. QUOTATIONS, ORDERS AND ACCEPTANCE
2.1 Denno Dent reserves the right, at its sole discretion and at any time, to refuse, decline, or cancel any order for goods or services, provided that where Denno Dent cancels an Order that has been accepted and for which production has not commenced, Denno Dent will refund to the Client any amounts paid in respect of that Order within fourteen (14) Business Days of cancellation.
2.2 Each work Order must be accompanied by a completed prescription or laboratory instruction form clearly specifying all requirements, including but not limited to: type of restoration or product; material selection; design specifications; shade and aesthetic requirements; occlusal instructions; any other special characteristics or customisation requirements; and clinical photographs or supporting documentation where relevant.
2.3 All Orders must be complete, accurate, and contain all information necessary for fabrication. Denno Dent may reject any order that is incomplete, unclear, or clinically inadequate, including manual impressions or digital submissions that do not meet acceptable technical standards. Where Denno Dent rejects an Order on the grounds of inadequacy, Denno Dent will notify the Client in writing within five (05) Business Days of receipt, specifying the grounds for rejection.
2.4 Denno Dent will not be liable for any requirement, preference, or aesthetic expectation that is not expressly stated in the submitted prescription or supporting documentation. Denno Dent is not responsible for shade discrepancies or aesthetic variations where photographs are not provided, are of poor quality, or where lighting conditions materially affect colour interpretation.
2.5 Production will only commence once all required materials, prescriptions, and supporting information have been received and formally accepted by Denno Dent. Any changes or cancellation requested after production has commenced may result in additional charges, material costs, administrative charges and revised turnaround times as determined by Denno Dent, acting reasonably.
2.6 Approval of an alteration or cancellation in respect of one case does not affect any other existing or pending Orders.
2.7 Any prescription, instruction, digital file, or Order submitted by the Client for the supply of goods or services constitutes acceptance of these Terms and Conditions.
2.8 All restorations and goods supplied by Denno Dent must be fitted and inserted by a registered and licensed practising dentist.
3. INFECTION CONTROL AND DECONTAMINATION
3.1 All impressions, appliances, models, bite registrations, and any other items submitted to Denno Dent must be properly cleaned and decontaminated prior to dispatch in accordance with the Dental Board of Australia Guidelines for Infection Prevention and Control, the relevant standards published by the Australian Dental Association, and all applicable Australian health regulations.
3.2 Denno Dent reserves the right to refuse, quarantine, or return any item that appears contaminated, inadequately disinfected, or non-compliant with infection control requirements. Any additional handling, decontamination, or disposal costs incurred due to non-compliance will be charged to the Client.
3.3 Where applicable, all items dispatched by Denno Dent are handled and decontaminated in accordance with relevant Australian infection control standards prior to release.
4. INTELLECTUAL PROPERTY
4.1 All Intellectual Property Rights relating to the design, development, digital workflows, production processes, manufacturing methods, samples, prototypes, mock-ups, smile designs, and custom devices created by Denno Dent remain, and shall at all times remain, the exclusive property of Denno Dent Pty Ltd.
4.2 The Client does not acquire any right, title, or interest in any Intellectual Property Rights owned or developed by Denno Dent, including but not limited to digital design files, CAD/CAM data, workflow protocols, material specifications, aesthetic layering techniques, or manufacturing methodologies.
4.3 Where Denno Dent sources, produces, or manufactures samples, prototypes, or custom design concepts specifically at the request of a Client all such material remains the exclusive property of Denno Dent unless Intellectual Property Rights are expressly transferred to the Client by a separate written agreement.
4.4 The Client warrants that any prescription, design brief, photograph, digital file, or other material submitted to Denno Dent does not infringe the Intellectual Property Rights of any third party. The Client indemnifies Denno Dent against any claim, loss, or liability arising from any such infringement.
5. MEDICAL ADVICE
5.1 Denno Dent Pty Ltd will manufacture goods and provide services strictly in accordance with the written prescription, digital files, scans, and instructions submitted by the Client.
5.2 From time to time, Denno Dent clinicians, technicians, or representatives may discuss a case with the Client via email, telephone, video conference, or in person.
5.3 The Client acknowledges and agrees that any such discussions are provided for general technical guidance only and are limited to the characteristics, properties, fabrication processes, and aesthetic considerations of the Goods. Such communications do not constitute clinical advice, treatment recommendations, or warranties, and must not be relied upon as a substitute for the Client's independent professional judgment.
5.4 Nothing communicated by Denno Dent, whether verbally or in writing, shall create or be deemed to create any dentist-patient relationship, clinician-patient relationship, or advisory duty between Denno Dent and any patient of the Client.
5.5 The Client retains sole and exclusive responsibility for: diagnosis and treatment planning; tooth preparation and occlusion; shade selection and aesthetic approval; material selection and suitability; cementation protocols; patient consent and disclosure; and determining the suitability of the Goods for any particular patient.
5.6 Denno Dent does not accept responsibility for advising on the suitability of any product, restoration, material, or treatment for any individual patient.
6. QUOTATIONS AND PRICING
6.1 The prices for Goods and Services are set out in the current Denno Dent price list as provided to the Client from time to time. Denno Dent reserves the right to amend, vary, or update its pricing at any time at its sole discretion provided that Denno Dent gives the Client not less than fourteen (14) days' prior written notice of any price increase. Any price increase will apply only to Orders placed on or after the date on which the increase takes effect and will not apply to any Order submitted by the Client prior to that date, whether or not that Order has been accepted or is in production at the time notice is given. It is the Client's responsibility to confirm current pricing prior to placing an Order.
6.2 Any quotation issued by Denno Dent for laboratory work not listed in the standard price schedule will be provided in writing. Unless otherwise stated, all quotations are valid for thirty (30) days from the date of issue. After this period, Denno Dent reserves the right to revise pricing.
6.3 A quotation may only be used to place an Order for the specific goods and services expressly outlined in that quotation. Prices contained in a quotation apply solely to that quoted case and do not apply to any other Order unless confirmed in writing by Denno Dent.
6.4 Unless otherwise specified, all prices are exclusive of Goods and Services Tax (GST) and any other applicable taxes, duties, levies, or regulatory charges. Where GST is applicable under A New Tax System (Goods and Services Tax) Act 1999 (Cth) or any related legislation, the Client must pay the applicable GST in addition to the stated price.
6.5 All invoices issued by Denno Dent are GST exclusive unless expressly stated otherwise.
6.6 For clarification regarding products, materials, specifications, or pricing, the Client must contact Denno Dent prior to placing an Order.
7. PAYMENT TERMS AND CREDIT ACCOUNTS
7.1 Credit facilities may be offered to the Client at the sole discretion of Denno Dent and are subject to formal approval. Denno Dent reserves the right to approve, decline, vary, suspend, reduce, or withdraw credit facilities at any time with seven (7) business days’ notice.
7.2 Where credit is requested, the Client consents to Denno Dent making such enquiries as it deems necessary to assess creditworthiness, including obtaining credit reports from credit reporting bodies and disclosing business information to such agencies in accordance with the Privacy Act 1988 (Cth) and applicable credit reporting legislation. The Client further consents to Denno Dent disclosing payment performance information to credit reporting bodies in accordance with applicable law.
7.3 Denno Dent may impose or vary credit limits at its discretion. Credit limits may not apply where a valid Direct Debit Authority is executed and maintained.
7.4 A monthly statement will be issued at the beginning of the following month detailing all invoices raised during the preceding month. The full statement balance must be paid by the 15th day of the month immediately following the month in which the invoices were issued, unless otherwise agreed in writing. Any outstanding balance remaining unpaid beyond the due date will incur interest at the rate of 1.5% per month (or the maximum rate permitted by law, whichever is the lesser), calculated daily and compounded monthly from the due date until the date of payment in full.
7.5 Denno Dent may issue invoices at any stage of the workflow, including upon receipt of a case, during manufacturing, upon completion, or at dispatch. The timing of invoicing does not affect the Client's obligation to pay in accordance with agreed payment terms.
7.6 Any administrative charges incurred in connection with the recovery or management of an overdue account (including but not limited to dishonour fees, account management fees, and collection administration costs) will be charged to the Client at the rates notified by Denno Dent from time to time, up to the maximum permitted by law. Interest on overdue amounts is governed by clause 7.4.
7.7 Any discounts, rebates, or incentive arrangements will not apply in any month where the account carries an overdue balance.
7.8 If an account remains unpaid beyond the due date, Denno Dent reserves the right to suspend production, withhold delivery, refuse acceptance of new cases, or reject pending Orders until all outstanding amounts are paid in full.
7.9 Denno Dent shall not be liable for any delay, disruption, or loss arising from suspension of supply due to the Client's failure to make payment in accordance with these Terms.
7.10 Payment may be made by electronic funds transfer, direct deposit, or credit card. Credit card payments may attract a surcharge, which will be disclosed to the Client prior to payment being processed, which Denno Dent may vary from time to time to reflect processing costs.
7.11 If any account remains unpaid, Denno Dent reserves the right to take recovery action. The Client agrees to indemnify Denno Dent for all costs incurred in recovering outstanding amounts, including but not limited to debt collection fees, administrative charges, legal costs on a full indemnity basis, and court costs.
7.12 All Goods supplied by Denno Dent remain the property of Denno Dent until paid for in full (retention of title). Until title passes to the Client:
(a) the Client holds the Goods as bailee for Denno Dent and must store them separately clearly identified as property of Denno Dent, and in good condition;
(b) the Client must not sell, encumber, charge, mortgage, grant a security interest over, or otherwise deal with the Goods as owner;
(c) the Client must immediately return the Goods to Denno Dent upon request; and
(d) Denno Dent or its authorised representatives may, without notice, enter any premises occupied by the Client to inspect or repossess any unpaid Goods, and the Client grants an irrevocable licence to Denno Dent for that purpose.
8. COLLECTION, DELIVERY AND RISK
8.1 The Client is responsible for the safe, secure, and timely dispatch of all casework, impressions, scans, models, and materials sent to Denno Dent. Denno Dent accepts no responsibility for any casework that is delayed, damaged, misdirected, or lost in transit to the laboratory. The Client is responsible for ensuring that all items are appropriately packaged for safe transport.
8.2 Unless otherwise agreed in writing, all delivery costs to Denno Dent are borne by the Client.
8.3 Denno Dent may offer courier collection or delivery services at its discretion. All cases may incur a shipping and handling fee. Such fees are subject to change at any time at the sole discretion of Denno Dent. The Client may request a quotation for courier or freight services at the time of account establishment or prior to booking a collection.
8.4 Upon opting to use such service, the Client is responsible for ensuring that: casework is ready for collection at the agreed time; the business premises are accessible during business hours; and collection instructions are accurate and complete.
8.5 Any costs arising from failed, futile, or cancelled collections due to the case not being ready, incorrect information, or premises being closed will be charged to the Client.
8.6 Where a direct courier service is not available, Denno Dent may utilise third-party postal or courier providers for delivery. Denno Dent reserves the right to pass on all shipping, freight, insurance, and handling costs to the Client, which will be reflected on the invoice. These charges are payable under the same terms as all other invoiced amounts.
8.7 Risk in the Goods passes to the Client upon dispatch from Denno Dent's premises. While Denno Dent will take reasonable care in arranging return shipment, Denno Dent is not liable for delays, damage, or loss occurring in transit once the Goods have left its control.
8.8 Denno Dent will only deliver completed casework to the registered business address of the Client and will not deliver to residential or alternative addresses unless expressly agreed in writing.
9. PRODUCTION AND TURNAROUND TIMES
9.1 Standard in-laboratory turnaround times vary depending on the product type and case complexity. As a general guide, most fixed restorations require approximately ten (10) to fifteen (15) in-lab working days.
9.2 Turnaround times commence only once all required materials, prescriptions, digital files, supporting documentation, and necessary approvals have been received and formally accepted by Denno Dent.
9.3 Complex aesthetic cases, layered ceramic restorations, full-arch rehabilitations, and advanced digital smile design cases may require extended production time. Where applicable, a Denno Dent technician will notify the Client if additional production time is required.
9.4 Delays may occur in circumstances including, but not limited to: technical queries requiring clarification; requests for additional clinical information or photographs; shade matching appointments or aesthetic approvals; receipt of inadequate impressions or distorted scans; requests for new impressions or updated digital submissions; implant cases requiring verification or ordering of specific componentry; and supplier delays or factors beyond Denno Dent's reasonable control.
9.5 Implant-supported restorations may require additional manufacturing time where proprietary components must be sourced, confirmed, or special ordered prior to fabrication.
9.6 Denno Dent offers priority (urgent) services for selected products, subject to technician availability and case suitability. Priority services may attract an additional fee per unit and must be confirmed prior to case submission. Acceptance of priority cases is at the sole discretion of Denno Dent.
9.7 All turnaround times are estimates only and are not guaranteed. Denno Dent will not be liable for delays arising from incomplete submissions, third-party suppliers, courier services, or circumstances outside its reasonable control.
10. CANCELLATIONS
10.1 Denno Dent reserves the right to cancel, suspend, or refuse any Order at any time prior to supply, by providing notice to the Client. Where an Order is cancelled before production has commenced, Denno Dent will refund any amounts paid in advance in respect of that specific Order.
10.2 Denno Dent may cancel or suspend an Order where, without limitation, the Client's account is overdue; required technical or clinical information has not been provided; submitted materials are inadequate or non-compliant; implant componentry cannot be sourced; or the case cannot be completed due to circumstances beyond Denno Dent's reasonable control.
10.3 Where production has commenced prior to cancellation, Denno Dent reserves the right to retain payment for work performed, materials ordered, and costs incurred up to the date of cancellation. Denno Dent will provide the Client with a written itemised statement of all costs retained within seven (7) Business Days of cancellation.
11. WARRANTY AND GUARANTEE
11.1 Subject to the terms set out below and to any non-excludable rights the Client may have under the Australian Consumer Law, Denno Dent Pty Ltd provides a limited manufacturing warranty covering defects in materials and workmanship arising from the fabrication process only.
11.2 The following warranty periods apply from the original invoice date:
(a) Zirconia restorations: twelve (12) months;
(b) Lithium disilicate (including E.max CAD and Press): twelve (12) months;
(c) Layered ceramic restorations: twelve (12) months on ceramic layering, with the framework covered under the applicable material warranty.
11.3 This warranty applies solely to manufacturing defects and guarantees that the restoration will be fabricated in accordance with the written prescription and will fit the model or digital file provided by the Client.
11.4 Denno Dent does not warrant that any device is fit for a particular clinical purpose, and all responsibility for treatment planning, preparation design, occlusion, material selection, cementation protocol, and patient suitability remains solely with the prescribing clinician.
11.5 The warranty is strictly subject to the following conditions:
(a) the original restoration must be returned to Denno Dent for inspection;
(b) Denno Dent will assess, in its sole professional judgment, whether the issue arises from a manufacturing defect;
(c) if a manufacturing defect is confirmed, Denno Dent will, at its option, repair or replace the restoration to the original specification; and
(d) no substitute materials will be used without written approval.
11.6 Where a valid warranty claim is accepted, the replacement restoration will be manufactured under the same turnaround conditions as a new case. Denno Dent will notify the Client of the outcome of its warranty assessment within ten (10) Business Days of receiving the returned restoration.
11.7 Shipping costs for approved warranty remakes will be borne by Denno Dent. If Denno Dent determines that the failure is not due to a manufacturing defect, all remake and shipping costs will be invoiced to the Client.
11.8 If Denno Dent requests a new impression, updated scan, or additional clinical records and the Client instructs Denno Dent to proceed without such materials, the warranty will be void.
11.9 Any replacement restoration supplied under warranty carries the remaining balance of the original Warranty Period only.
11.10 The warranty does not cover:
(a) chair time, clinical fees, removal, or insertion costs;
(b) patient dissatisfaction unrelated to a manufacturing defect;
(c) damage caused by bruxism, parafunctional habits, trauma, accident, neglect, abuse, or failure of supporting tooth or tissue structures;
(d) improper preparation, inadequate reduction, or poor impression or scan quality;
(e) improper cementation or bonding protocol;
(f) normal wear and tear;
(g) alterations, adjustments, or repairs performed by another laboratory or third party; or
(h) cases fabricated partially or wholly by another laboratory.
11.11 Cash refunds are not provided. Denno Dent's liability under this warranty is strictly limited to repair or replacement of the restoration.
11.12 This warranty is provided in addition to, and does not limit, any rights the Client may have under the Australian Consumer Law or any other applicable statute that cannot be excluded by agreement. No agent, employee, or representative of Denno Dent is authorised to modify this warranty unless confirmed in writing by a director of the Company.
12. LIMITATION OF LIABILITY
12.1 To the maximum extent permitted by law, and subject to clause 11.12, Denno Dent excludes all liability for any indirect, incidental, special, punitive, or consequential loss or damage arising out of or in connection with the supply, manufacture, performance, or non-performance of any Goods or Services. This includes, without limitation, loss of profit, loss of revenue, loss of business, loss of opportunity, loss of goodwill, or loss of anticipated savings, whether or not Denno Dent has been advised of the possibility of such loss.
12.2 Except as expressly set out in these Terms, all conditions, warranties, guarantees, or representations, whether express or implied, including those arising by statute, trade, custom, or otherwise, are excluded to the fullest extent permitted by law.
12.3 If, notwithstanding the foregoing, Denno Dent is found to be liable for any reason whatsoever, whether in contract, tort (including negligence), statute, or otherwise, Denno Dent's total aggregate liability to the Client is strictly limited to the amount paid by the Client for the specific Order giving rise to the claim, or the cost of re-supplying the relevant Goods or Services, whichever is the lesser.
12.4 To the fullest extent permitted by law, Denno Dent shall have no liability to any patient or third party of the Client.
12.5 The Client indemnifies and holds harmless Denno Dent, its directors, employees, and agents from and against all claims, demands, actions, proceedings, losses, damages, liabilities, costs, and expenses (including legal costs on a full indemnity basis and any debt recovery or collection costs) arising out of or in connection with:
(a) any breach of these Terms by the Client;
(b) any clinical use, application, or fitting of the Goods other than where arising directly from a proved manufacturing defect by Denno Dent;
(c) any act or omission of the Client, its employees, contractors, or agents; or
(d) any claim made by a patient or third party in connection with the Goods or Services supplied.
13. FORCE MAJEURE
13.1 Denno Dent shall not be liable for any delay, failure, or inability to perform any of its obligations where such delay or failure arises from or is caused by events or circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, fire, flood, storm, pandemic, epidemic, war, terrorism, civil unrest, labour disputes, industrial action, supply chain disruption, failure of utilities or telecommunications, shortage of materials, failure of third-party suppliers or couriers, or any government or regulatory action (each a "Force Majeure Event").
13.2 Where a Force Majeure Event occurs, Denno Dent will notify the Client in writing as soon as reasonably practicable and its obligations will be suspended for the duration of the event and for a reasonable period thereafter. Denno Dent may, at its discretion, extend timeframes, suspend performance, or cancel affected Orders without liability.
13.3 To the extent permitted by law, Denno Dent shall not be responsible for any loss, damage, cost, or expense incurred by the Client as a result of such delay, suspension, or cancellation. Where a Force Majeure Event continues for a period exceeding sixty (60) days, either party may, upon giving fourteen (14) days' written notice to the other, terminate affected Orders without further liability.
14. PRIVACY
14.1 Denno Dent collects, uses, and discloses personal information in accordance with its Privacy Policy and the Privacy Act 1988 (Cth), including the Australian Privacy Principles.
14.2 By placing an Order, the Client consents to Denno Dent collecting and using personal information (including, where applicable, health information relating to patients) to the extent necessary to fulfil its obligations under these Terms.
14.3 Where the performance of Denno Dent's obligations under these Terms requires the transmission of personal information relating to a patient of the Client, including health information as defined under the Privacy Act 1988 (Cth), the Client warrants that:
(a) it has obtained all necessary consents from the relevant patient, or is otherwise authorised under applicable law, to collect, use, and disclose that patient's personal information and health information to Denno Dent for the purpose of fabricating the relevant Goods or providing the relevant Services;
(b) the personal information and health information transmitted to Denno Dent is limited to the minimum necessary for Denno Dent to perform its obligations under these Terms; and
(c) it has informed the patient that their personal information may be disclosed to a third-party dental laboratory for the purpose of fabricating their dental restoration or appliance.
14.4 Denno Dent will collect, hold, use, and disclose any personal information or health information received from the Client solely for the purpose of fulfilling its obligations under these Terms and in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and Denno Dent's Privacy Policy as published from time to time.
14.5 Denno Dent's Privacy Policy is available at www.dennodent.com.au. The Client should review that policy prior to submitting any Order involving personal information.
15. DISPUTE RESOLUTION
15.1 In the event of any dispute between the parties arising out of or in connection with these Terms, the parties agree to attempt to resolve the dispute by good faith negotiation within fourteen (14) days of written notice of the dispute being given by either party.
15.2 If the dispute is not resolved by negotiation within the period in clause 16.1, either party may refer the dispute to mediation administered by the Resolution Institute (or such other mediation body as the parties agree) before commencing litigation.
15.3 Nothing in this clause prevents either party from seeking urgent injunctive or interlocutory relief from a court of competent jurisdiction.
16. GENERAL
16.1 Entire Agreement. These Terms constitute the entire agreement between the parties with respect to their subject matter and supersede all prior negotiations, representations, warranties, or agreements, whether written or oral.
16.2 Severability. If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed from the remainder of the Terms, which shall continue in full force and effect.
16.3 Waiver. A failure or delay by either party to exercise any right or remedy does not constitute a waiver of that right or remedy, nor does it prevent the exercise of that right or remedy on any subsequent occasion.
16.4 Assignment. The Client may not assign, novate, or transfer its rights or obligations under these Terms without the prior written consent of Denno Dent. Denno Dent may assign its rights under these Terms on notice to the Client.
16.5 Notices. Any notice required under these Terms must be given in writing and delivered by email with confirmed receipt, by hand, or by registered post to the address of the other party as notified from time to time. Notices sent by email are deemed received on the Business Day of transmission, provided no delivery failure notification is received.
17. ACCEPTANCE
By placing an Order, the Client acknowledges that it has read, understood, and accepts these Terms in full.