Privacy Policy

This policy covers https://www.customdentallabs.com and the Custom Dental Lab practice portal (together, the “Services”). The Services are operated by Custom Dental Lab LLC (“Custom Dental Lab,” “we,” “us”), 18456 Ward Street, Fountain Valley, CA 92708.

We are a dental laboratory. Our customers are dental practices, not individual patients. This policy explains how we handle information about the practices, dentists and staff who use the Services, and the case information those practices send us.

• Practice and contact information. Practice name, dentist and staff names, email addresses, phone numbers, shipping and billing addresses, and anything you send through our contact or access-request forms.
• Account information. Login email, authentication details, the users authorized on your practice account, and account settings.
• Case information and uploaded files. Prescriptions, case notes, shade and design instructions, intraoral scans, photos, x-rays and other files you upload, and the limited patient details on the prescription: initials, sex, age and your chart number. We ask practices not to send patient names or other identifying details (see below).
• Payment information. Card and ACH payments are processed by Stripe. Stripe collects and stores your full card or bank account details; we do not. We receive limited information from Stripe such as payment status, the last four digits, and the card brand or bank name.
• Usage and device information. Pages visited, browser type, approximate location derived from IP address, and similar data collected through cookies and, on the public site, Google Analytics (if enabled).
• Communications. Emails and messages you exchange with us, including case notes in the portal.

• To create and manage practice accounts and authorized users.
• To receive, design, manufacture, ship and track cases.
• To invoice, collect payment and keep financial records.
• To send case updates, account notices and other service emails.
• To respond to questions and support requests.
• To keep the Services secure, prevent fraud and fix problems.
• To understand how the public website is used and improve it.
• To comply with legal, tax and regulatory obligations.

We do not sell personal information, and we do not use patient case data for marketing.

We share information only with service providers that help us run the Services, under contracts that limit how they may use it:

• Vercel — website and application hosting.
• Supabase — database, authentication and file storage (including uploaded case files).
• Stripe — card and ACH payment processing.
• Resend — delivery of service emails.
• Google Analytics — website usage statistics on the public site (if enabled).
• Shipping carriers — names and addresses needed to deliver cases (shipping carriers, and a local courier for nearby offices). Shipping labels carry the case number only, never patient details.
• Google Maps — the map on our contact page.

We may also disclose information if required by law, to protect our rights or the safety of others, or as part of a merger, sale or transfer of our business.

We don’t need patients’ names to make a restoration. Practices identify each patient by initials and their own chart number, and must not send the patient’s full name, date of birth, contact details, insurance details or other identifying information, in the case form, notes, file names or uploaded files. The practice is solely responsible for the patient information it sends us; see Patient information in our Terms of Service. If we receive identifying details we don’t need, we may remove them or ask the practice to resend the case without them.

Where Custom Dental Lab acts as a business associate of a practice under HIPAA, the Business Associate Agreement (BAA) between us governs how we handle protected health information, and controls over this policy if the two conflict. To request or review a BAA, email info@customdentallabs.com.

We keep account and case records, including uploaded files, for 7 years after the case ships, invoices and payment records for 7 years, and contact-form submissions for 2 years, unless a longer period is required by law or a BAA. When information is no longer needed we delete or de-identify it.

We use reasonable administrative, technical and physical safeguards, including encrypted connections (HTTPS), access-controlled accounts, and storage with established cloud providers. No system is perfectly secure. If you believe your account has been compromised, contact us right away at info@customdentallabs.com.

We use a small number of cookies:

• Sign-in session cookies — keep you signed in to the practice portal. These are required for the portal to work.
• Analytics cookies — set by Google Analytics on the public site (if enabled) to measure traffic.

You can block or delete cookies in your browser settings, but the portal will not work without its sign-in cookies. You can opt out of Google Analytics with Google’s browser add-on.

If you are a California resident, the California Consumer Privacy Act, as amended by the California Privacy Rights Act (CCPA/CPRA), may give you the right to:

• Know what personal information we collect, use and disclose.
• Get a copy of your personal information.
• Ask us to correct inaccurate personal information.
• Ask us to delete your personal information, subject to legal exceptions.
• Opt out of the sale or sharing of personal information. We do not sell personal information or share it for cross-context behavioral advertising.
• Not be discriminated against for exercising these rights.

Categories collected in the last 12 months: identifiers (name, email, phone, address, IP address), commercial information (orders and payments), internet activity (site usage), and professional information (practice and role). Sources, purposes and recipients are described above. Patient information handled under HIPAA is covered by the BAA, not by the CCPA.

To make a request, email info@customdentallabs.com or call (714) 893-0129. We will verify your request by matching it to the email address on your account (and, if needed, details about your practice) and respond within the time the law requires. An authorized agent may submit a request on your behalf with written permission.

The Services are for dental professionals and are not directed to children under 16. We do not knowingly collect personal information from children through the website or portal.

We may update this policy. We will post the new version here with a new “last updated” date and, for significant changes, notify account holders by email or in the portal.

Custom Dental Lab LLC
18456 Ward Street, Fountain Valley, CA 92708
Email: info@customdentallabs.com · Phone: (714) 893-0129

See also our Terms of Service and Refund & Remake Policy.