1. Agreement and eligibility
These terms govern the public site and authenticated workspace operated by Diamond Smile Labs. The platform is for verified dental practices, licensed dental professionals, authorized practice staff, laboratory personnel, and approved billing or read-only users. A person accepting on behalf of an organization must have authority to bind it. Final operator registration and address details must be added before acceptance is enabled.
2. Accounts and security
Users must provide accurate information, use only their own account, protect credentials and second factors, promptly remove leavers, and report suspected compromise. Practice owners are responsible for role assignments and activity under their workspace unless caused by Diamond Smile Labs’ failure to apply its agreed controls. We may lock or suspend access to protect users, data, the service or the law.
3. Clinical responsibility
The platform supports case administration, manufacture and communication. It does not diagnose, prescribe, provide dental advice, guarantee clinical suitability, or replace professional judgment. The prescribing professional is responsible for patient assessment, lawful authority, prescriptions, preparations, scans, impressions, bites, shade, design approval, fit and delivery to the patient.
4. Case submissions and approvals
Users must submit complete, accurate, minimum-necessary records in supported formats. A case becomes operational only after laboratory acceptance. Requests, modifications and approvals recorded in the authenticated case thread form the traceable case instruction. Diamond Smile Labs may pause or reject incomplete, unsafe, technically infeasible or unauthorized work and request corrected records.
5. Catalog, prices and quotations
The laboratory catalog is denominated in Botswana pula. Clinic pricing is visible only to approved, signed-in clinic and laboratory users. Fixed prices apply to the published unit unless the case requires options, tax, components, shipping or approved changes. A displayed BWP 0.00 is not automatically free: Intraoral Scan Import and Standard Turnaround are included only with eligible cases; a Lab-Error Remake is no-fee only after documented lab-error approval; a Requested-Change Remake is charged at 50% of the original laboratory fee; and International Shipping is quote-based. Same-Day/Emergency and Rush services require prior approval. The case review and invoice control the final charge.
6. Payment, taxes and refunds
Invoices state the currency, items, adjustments, tax, shipping, amount due and due date. Online payment processing is not offered on this platform. Follow the instructions issued by the lab with your invoice, and do not submit card details through the site or case messages. Late-payment, credit, cancellation, refund and dispute rules require the final practice agreement and mandatory consumer-law review. Nothing in these terms removes rights that cannot lawfully be excluded.
7. Turnaround, delivery and risk
Turnaround begins after case acceptance and receipt of complete records, required materials and approvals. Estimates exclude transit, weekends, public holidays, clinical appointments, requested changes, unavailable materials and events outside reasonable control unless expressly agreed. Carrier schedules, customs and destination requirements apply to deliveries. Ownership, risk and insurance terms must be finalized in the practice agreement.
8. Remakes and requested changes
A lab-error remake requires documented review and confirmation by Diamond Smile Labs and follows the original prescription. It excludes inaccurate or incomplete clinical records, changed prescriptions, shade or design, patient preference, preparation or clinically caused fit, wear, damage, shipping, courier and rush fees. An approved dentist- or patient-requested change is charged according to the catalog and may require a new case or full fee for major redesign.
9. Files, malware and acceptable use
Users may upload only lawful case files they are authorized to disclose. Files remain quarantined until an approved scanner marks the exact file hash clean. Users must not introduce malware, evade scanning or access controls, probe the service without written authority, impersonate another person, scrape restricted data, interfere with availability, or access another practice’s information.
10. Privacy and confidentiality
Each party must protect confidential and personal information, use it only for authorized purposes and comply with the applicable privacy terms and data-processing agreement. Ordinary email and SMS must not contain patient information. The Privacy Notice explains the designed processing model. Controller, processor, transfer, retention and breach responsibilities must be finalized before live patient data is permitted.
11. Intellectual property and media
Each party retains its pre-existing rights. Users grant the limited rights required to process submitted records and manufacture the prescribed work. Diamond Smile Labs owns or licenses the platform software, branding, interactive clinical tools, written content, images, and video used by the service. These materials may not be copied or reused except as law or written permission allows, and no media rights are licensed onward to users.
12. Availability, changes and termination
Planned maintenance, security response and provider incidents may affect availability. Material service or term changes will be versioned and communicated. Users may stop using the service subject to open cases, charges and lawful retention. On termination, access may end while required records remain protected under the approved retention schedule.
13. Warranties and liability
Services will be performed with reasonable care and skill subject to accepted case information and agreed specifications. Final warranty, exclusions, liability caps, indemnities and insurance language must be negotiated and approved by Botswana counsel. No draft clause should be read to exclude fraud, gross negligence, personal injury, data-protection duties, consumer rights or another liability that cannot lawfully be limited.
14. Governing law, disputes and contact
The intended governing law is the law of Botswana, with Botswana courts having jurisdiction subject to mandatory law and any counsel-approved dispute process. Before litigation, parties should attempt good-faith escalation through their authorized contacts. Questions may be sent to info@diamondsmile.dental or +267 75 933 317.