Terms & Conditions
Terms of Trade
All contracts entered into between Pinnacle Prosthetics Ltd (‘Pinnacle Prosthetics’) and any dentist, laboratory or any other customer (the ‘client’) with regards to custom made dental appliances/or services (herein after referred to as ‘dental appliance’, ‘work’, ‘product’) from the seller shall be subject to the following terms and conditions. The Patient is not considered a party to the agreement between client and Pinnacle Prosthetics Ltd.
Pinnacle Prosthetics Ltd reserve the right to amend, change or delete any of the ‘Terms and Conditions’ at any time it deems proper to do so.
Guarantee
All dental appliances and work produced at Pinnacle Prosthetics carry a comprehensive guarantee to assure our clients that quality materials have been used during the manufacturing process and that carefully designed production processes have been followed throughout. Please see below our guarantee scheme:
VALPLAST® . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lifetime (Valplast material) / 12 Months (Teeth)
All ACRYLIC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Months (Material & Teeth)
CHROME & ACRYLIC. . . . . . . . . . . . . . . . . . . . . . 12 Months (Materials & Teeth)
CHROME ONLY. . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Months (Metal Only)
GUM SHIELDS & TRAYS . . . . . . . . . . . . . . . . . . . 12 Months (Material Only)
ESSIX RETAINERS . . . . . . . . . . . . . . . . . . . . . . . . . 6 Months (Material Only)
If within the guarantee period the dental appliance proves defective in circumstances of normal use, a replacement will be provided free of charge by Pinnacle Prosthetics. This guarantee is only applicable after return of the device for fault diagnosis on the original model and is not given on Denture repairs/additions.
The guarantee becomes null and void under the following circumstances:
Damage caused by physical trauma or impact (e.g high risk sports)
Defects arising from incorrect prescription or fitting
Oral health problems
Failure to receive annual dental check-ups
Signs of the product being tampered with
We reserve the right to refuse a guarantee where we believe that the requested product may not last the guarantee period due to its particular circumstances. If instructed to continue with these cases, we will do so. However, in the event that the requested work fails, we will expect to be paid in full for the work supplied.
Turnarounds
Pinnacle Prosthetics asks for 5 working days in the lab between stages, however some stages may differ due to complexity and the process that is needed for the end product. Please adhere to the following:
Bite and special trays - 5 working days
Wax try-in- 5 working days
Cobalt-Chrome framework- 10 working days
Fit for Acrylic/Cobalt-Chrome dentures- 5 working days
Repairs/Additions- 1-2 working days
Guards- 3 working days
Flexi-denture fit- 10 working days
Flexi-denture repair/addition- 5 working days
Relines- 2-3 working days
Production Stages
When the end product is built up in stages, fit is assessed after each production stage and consequently, it is the Clients’ responsibility to assess the fit of the separate products after each stage and not only at the end. A request for a remake after the acceptance of a product at any stage, will not be considered and a remake and will be charged in full. Each stage will be billed separately and should be paid in full as per the terms of payment.
Pinnacle Prosthetics cannot guarantee the outcome of an immediate product where steps have been skipped, thus the liability of such product is limited.
All metal frame dentures and flexible dentures must have a secondary impression taken in a special tray which has been produced for the specific patient by Pinnacle Prosthetics.
By fitting an appliance, the Client accepts that Pinnacle Prosthetics has produced the appliance to their specification and satisfaction.
Denture Repairs
If we cannot locate the fracture pieces together of the denture repair or it has been glued together incorrectly, then we have the right to return the denture.
Once the denture repair has been made to its original position or an addition, there is no guarantee as there is underlining reasons why it has broken and is classed a temporary measure. This is due to the fact that the denture is repaired with new acrylic onto old acrylic which may not have a strong chemical bond as a homogeneous new denture.
Remakes
Appliances are constructed to the specification prescribed on the laboratory work ticket but Pinnacle Prosthetics is not responsible for the suitability of that specification. Pinnacle Prosthetics reserve the right to charge for the remaking of an appliance which has become necessary due to Client error.
Any products for remake must be returned to Pinnacle Prosthetics within 10 working days from the invoice date and a further 10 working days is required from receipt to remake the product. If – after remake – the quality of the work still does not meet the guaranteed standard, the work may be returned within 15 working days after the invoicing date for a refund which will be processed upon receipt of the returned work.
Any product returned for remake with a difference in shade will incur cost. However, this will not exceed the original cost of the order. Any Chrome denture remake will be charged at a reduced rate, which is quoted in the price list (available upon request).
A dental appliance that fits the master model poured from the original impression supplied by the dentist and which is created to the specification of the prescription but subsequently has to be remade, is not considered a remake.
Defective Impression
If the Client agrees for production to go ahead after a (verbal or direct written) notification of a poor quality impression, the full price of the product is always due even if the product did not fit the patient. Any remakes for such case will be charged in full and no guarantee can be given on this product.
Pinnacle Prosthetics has the right to charge £25 for all impressions that have not been decontaminated in surgery and/or blood is present on the impression.
For more information on our Infection Control procedures, can be found in the ‘Infection Control Policy’ within the downloads page above.
Collection and Deliveries
Pinnacle Prosthetics offer a free collection & delivery service within a 20 mile radius of our Laboratory. All requests for collections should be before 9.30 am as all of our drivers leave the premises by 9.15 am. Any collection requested after this time cannot be guaranteed for the same day. Deliveries cannot be guaranteed for a certain time but we will work with the Client to get the best delivery time possible. However to avoid disappointment, please book patients in for afternoon appointments or a day after delivery date given on the prescription ticket.
Postal Service
If Pinnacle prosthetics is responsible for the loss or damage of a product, this responsibility will not exceed to more than the actual value of the product.
In the case of loss or damage by our courier the client will allow for 15 working days after the product was sent out for delivery, before the work is remade. Additional working days should be allowed to remake the work depending on the case.
Pinnacle Prosthetics endeavours to deliver work on or before the delivery date specified by client. If, however, for any reason this has not been possible, Pinnacle Prosthetics will not compensate dentist’s fees, consequential losses or expenses of any kind.
Any work sent to Pinnacle Prosthetics in error will incur a £10.00 return delivery charge.
Billing
Statements are sent out to clients on a monthly basis. The Dental Practice, where the dentist issuing the prescription is hired, is held responsible for payment. However, Pinnacle Prosthetics may hold the dentist, issuing the prescription, responsible for full payment at its discretion.
All accounts must be settled within 30 days from date of invoice.
Pinnacle Prosthetics may charge interest on any account that becomes over 30 days overdue at a rate of 7%, if account exceeds 60 days overdue then it will be referred to a debt collector. Any legal fees or other costs required to collect an unpaid balance may be charged to the Client.
Accounts with balances unpaid for over 60 days will be processed only on a pay first basis. Pinnacle Prosthetics reserves the right to take legal steps – with prior notice – if a client fails to settle their account within 30 days. Any work in progress will be put on hold if the account remains unpaid for over 30 days. Any cost or loss of income to the Client due to an account being halted can not in anyway be forwarded to Pinnacle Prosthetics nor can it be deducted from any outstanding balances.
Once a case is accepted by Pinnacle Prosthetics it can later be cancelled. However the outstanding balance on the case to which stage it is at, at time of cancel must be paid in full.
