Terms of Service

These Terms of Service (“Terms”) are an agreement between your dental practice and Custom Dental Lab LLC (“Custom Dental Lab,” “we,” “us”), 18456 Ward Street, Fountain Valley, CA 92708. They cover https://www.customdentallabs.com, the practice portal, and the restorations and services we provide (together, the “Services”). By using the Services or submitting a case, you agree to these Terms on behalf of your practice.

If your practice has a separate signed agreement with us, that agreement controls where it conflicts with these Terms.

• Portal accounts are for licensed dental practices and their staff. We may approve or decline access requests at our discretion.
• The practice is responsible for everyone it authorizes to use its account, and for all cases, approvals and orders placed through it.
• Keep login details confidential, give each person their own login, and remove users who leave the practice. Tell us promptly at info@customdentallabs.com if you suspect unauthorized access.
• Keep your practice, billing and shipping details accurate and up to date.

• Prescriptions must be complete and accurate, and issued by a licensed dentist. We make restorations according to the prescription we receive.
• Scans, impressions, photos and x-rays must be of sufficient quality and accuracy to make the restoration. We may ask for a new scan or impression before we start.
• You are responsible for diagnosis, treatment planning, patient consent, try-in, final fit and delivery to the patient.
• Identify patients by initials and your chart number only, as described under Patient information below.

Custom Dental Lab does not need, and does not want, patients’ names or other personal details to make a restoration. When you submit a case:

• Identify the patient by initials only (up to three letters) and your own chart number. Do not enter the patient's full name, date of birth, address, phone number, email, Social Security number, insurance or medical record details, or any other information that identifies the patient.
• Keep that information out of case notes, messages, file names and uploaded files. Where your scanner or imaging software allows it, export scans and photos with the patient's name removed.
• Include only the clinical information needed to make the case: the prescription, scans, impressions, photos and x-rays.

Your practice is solely responsible for the patient information it sends to Custom Dental Lab, whether entered in the portal, written on a paper prescription, included in uploaded files or sent by email, and for having the patient’s consent and any authorization the law requires to send it. Before a case can be submitted, the portal asks you to confirm that you have entered initials only.

If your practice sends information that identifies a patient beyond initials and a chart number, it does so at its own risk. To the extent the law allows, your practice agrees to defend, indemnify and hold harmless Custom Dental Lab and its owners and staff from any claims, penalties, costs and losses (including reasonable attorneys’ fees) arising from patient information the practice sent us in breach of this section. If we notice such information we may remove it or ask you to resend the case without it.

Nothing in this section limits obligations either of us has under HIPAA or other privacy law, or under any Business Associate Agreement between us. See our Privacy Policy for how we protect the case information we receive.

A case is accepted when we confirm it in the portal or by email, not when it is submitted. We may put a case on hold or decline it if the prescription is unclear, the records are insufficient, or the case is outside what we make. We will tell you if that happens. Changes or cancellations after work has started may be charged for work already done, and a case cancelled after we’ve made it is billed at the full price.

Turnaround times shown on our website or in the portal are estimates in business days from when we receive a complete case. They are not guarantees. Delays can come from incomplete records, design approvals, material availability, carrier delays or other events outside our control. Rush service, where offered, shortens our estimate but is also not a guarantee.

• Prices are as listed on our pricing page or as quoted for your account, and may change. The price that applies is the one in effect when the case is accepted.
• Each case is invoiced when it ships. On the last day of each month we collect that month's invoices on one statement, sent by email with a payment link and shown in the portal. Payment is due within 30 days of the statement date (Net 30).
• Card and ACH (bank) payments are processed by Stripe. Card payments carry a 3% surcharge; bank (ACH) payments have no surcharge. By paying through Stripe you also agree to Stripe's terms.
• Statements not paid within 30 days incur a one-time late fee of 3% of the statement amount, and we send payment reminders every 3 days until it is paid. Unpaid balances carry forward onto the next statement as a past-due balance. We may pause new cases on accounts with overdue balances.
• Prices do not include sales tax or shipping. We charge 8.75% sales tax to practices in California. Practices outside California are not charged sales tax.

We ship finished cases to the address on your account using the carriers described on our Shipping & Turnaround page. Shipping is $10 per case, added to each case's invoice, including when several cases ship together. Practices in California are local and pay no shipping. Risk of loss or damage passes to the practice when we hand the case to the carrier or our courier. For cases you send to us, we provide a prepaid shipping label at no charge, and risk passes to us when we receive the case. Report missing or damaged shipments to us within 5 business days of the expected delivery date so we can file a claim with the carrier.

Remakes, adjustments, credits and refunds are handled under our Refund & Remake Policy, which is part of these Terms. Any product warranty is limited to what that policy (or a written warranty we give you) describes.

The website, portal, software, text, graphics and our design files and methods belong to Custom Dental Lab or its licensors. You may use them only to do business with us. You keep ownership of the records you send us, and you give us permission to use them to make your cases, provide the Services and keep required records. Digital design files we create belong to Custom Dental Lab; on request, we will send your practice a copy of the final design file for its own case.

You agree not to:

• Share your login or let unauthorized people use your account.
• Upload malware or files that are unlawful or unrelated to a case.
• Try to access other practices' accounts or data, or probe, scrape or disrupt the Services.
• Use the Services for anything illegal or in violation of patient privacy laws.

We may suspend or close accounts that break these rules or these Terms.

Except as stated in the Refund & Remake Policy or a written warranty, the Services are provided “as is” and “as available.” To the extent the law allows, we disclaim all other warranties, express or implied, including merchantability and fitness for a particular purpose. Clinical decisions remain the responsibility of the treating dentist. Website content is general information, not clinical advice.

To the extent the law allows, Custom Dental Lab is not liable for indirect, incidental, special, consequential or punitive damages, including lost profits, lost chair time or lost data. Our total liability for any claim relating to a case or the Services is limited to the amount your practice paid for the case at issue. Some laws do not allow these limits, so they may not apply to you.

These Terms are governed by the laws of the State of California, without regard to its conflict-of-law rules. Before filing a claim, contact us at info@customdentallabs.com and give us 30 days to try to resolve it informally. If we can’t, disputes will be resolved in the state or federal courts located in Orange County, California, unless we agree otherwise in writing.

We may update these Terms. 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. Continuing to use the Services after a change takes effect means you accept the updated Terms.

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

See also our Privacy Policy.