Terms of service

Terms and Conditions (Consumer)

1. Introduction

1.1 These Terms and Conditions apply to the purchase and use of STRAIGHTS Clear Aligners provided by STRAIGHTS Global LTD trading as STRAIGHTS ("STRAIGHTS", "we", "our", or "us") to you, the customer ("you", "your", "the patient").

1.2 By placing an order for STRAIGHTS Clear Aligners, you agree to these Terms.

1.3 You must be at least 18 years of age and legally capable of entering into a binding agreement. STRAIGHTS aligners are not intended for individuals with complex orthodontic needs or untreated dental issues unless cleared by a licensed clinician.

2. What You Are Paying For

2.1 By purchasing STRAIGHTS Clear Aligners, you are paying solely for the manufacture and supply of your custom aligners.

2.2 Your payment includes: • A personalised digital treatment plan, developed by a registered dental professional. • Referral of your case to a dentist within the STRAIGHTS network for suitability assessment. • The manufacture and delivery of your clear aligners, based on the approved treatment plan.

2.3 Important: Your payment does not cover the provision of dental services. Clinical treatment is delivered by an independent dentist, to whom your case is referred. STRAIGHTS is not a healthcare provider and does not deliver clinical care directly.

3. Clinical Responsibility

3.1 STRAIGHTS facilitates the connection between you and a registered dental professional but is not responsible for any clinical advice or treatment decisions.

3.2 All clinical aspects of your treatment—including suitability, prescription, treatment planning, and supervision—are the responsibility of the assigned dentist.

3.3 If you are deemed unsuitable for aligner treatment, you will be informed, and appropriate next steps will be discussed with you.

3.4 While aligner treatment is generally safe, results may vary based on individual response and compliance. Risks may include discomfort, speech difficulty, gum irritation, or relapse if retainers are not worn as advised post-treatment.

4. Your Responsibilities

4.1 By agreeing to treatment, you confirm that you will: • Provide accurate and honest medical and dental information. • Attend all required appointments with your assigned clinician. • Follow instructions provided by the clinician and wear your aligners as directed. • Contact your clinician or STRAIGHTS immediately if you experience any discomfort, complications, or concerns.

4.2 You acknowledge that retainers may be required to maintain your treatment results. Retainers are not included unless specifically stated, and additional charges will apply.

5. Delivery and Refund Policy

5.1 Aligners will only be manufactured after: • A licensed clinician reviews and approves your treatment plan, and • You confirm your consent to proceed based on the plan. • You are deemed orally fit for treatment and any required dental care (e.g., fillings, hygiene treatment) has been completed.

5.2 You have a right to cancel your order within 14 days of purchase, provided manufacturing has not started.

5.3 If your case is deemed clinically unsuitable before manufacturing, you may be eligible for a refund in line with our refund policy.

5.4 Once manufacturing begins, cancellations and refunds are not guaranteed and will be reviewed on a case-by-case basis.

6. Data Protection and Privacy

6.1 Your personal and health data will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

6.2 By agreeing to treatment, you consent to your data being securely shared with: • Registered dentists and dental professionals within the STRAIGHTS network. • Dental laboratories and digital planning providers who assist in treatment planning and aligner manufacture. • Other companies within the STRAIGHTS Global LTD corporate group for operational or support purposes.

6.3 All data sharing will be lawful, proportionate, and limited to what is necessary to support your treatment.

6.4 For more information, please see our Privacy Policy.

7. Network of Providers

7.1 STRAIGHTS refers your case to an approved and licensed dentist in our network.

7.2 By proceeding, you agree to receive treatment planning services from a dentist affiliated with STRAIGHTS.

7.3 You acknowledge that STRAIGHTS itself is not a registered dental practice.

8. Liability

8.1 STRAIGHTS is responsible only for: • Coordinating the administrative and logistical aspects of your treatment journey. • Manufacturing your aligners based on an approved treatment plan. • Facilitating communication between you and your assigned clinician.

8.2 STRAIGHTS is not responsible for: • Clinical outcomes. • Advice or treatment decisions made by your dentist. • Delays caused by incomplete information or missed appointments.

8.3 STRAIGHTS does not guarantee that use of the aligners will produce a particular aesthetic or functional result. Results depend on individual compliance and biological factors.

9. Governing Law

9.1 These Terms are governed by the laws of England and Wales.

9.2 Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Changes to These Terms

10.1 STRAIGHTS reserves the right to amend these Terms at any time.

10.2 If changes are made, they will be communicated to you via email or published on our website.

10.3 Your continued participation confirms your acceptance of any updates.

11. Final Disclaimer – Agreement Scope

11.1 This agreement is solely between you (the patient) and STRAIGHTS Global LTD trading as STRAIGHTS.

11.2 It does not create any legal or contractual relationship between you and the dentist assigned to your case.

11.3 The dentist provides independent clinical services, and all treatment decisions are made at their discretion.

12. Complaints

12.1 If you are dissatisfied with any aspect of your experience, please contact our Customer Service team at hello@straights.com. We aim to respond within 5 working days.

12.2 If your concern relates to clinical care, you should direct your complaint to the treating clinician, as they are independently responsible for all clinical decisions.

12.3 Regulated activity complaints:

If your complaint is regarding a regulated consumer credit contract and the way you were sold finance, please be aware that as an appointed representative we will forward your complaint to the principal firm Space DP Limited, who will handle and manage your complaint directly and in accordance with FCA regulations.

The Principal Firm Space DP Limited can be contacted using the following methods:

Tel: 01924 565955

Email: finance@spacedental.co.uk

Writing: Space DP Limited, International House, Wakefield WF2 8EF

What to do if you are not happy with the decision?

If you have a regulated consumer credit contract arranged by us and are not satisfied with the final response, you may be eligible to refer the matter to the Financial Ombudsman, who provide a free, independent service for dealing with unresolved disputes. Please note, The Financial Ombudsman will not consider your complaint until you have allowed us eight weeks to respond.

Financial Ombudsman Service:

Contact to the Financial Ombudsman Service (FOS) must be within six months of the final response. In the final response, a copy of the Financial Ombudsman Service’s explanatory leaflet will be provided.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

13. Force Majeure

13.1 We are not liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, supply chain disruptions, or regulatory changes.

Acknowledgement and Consent

By proceeding with the purchase of STRAIGHTS Clear Aligners, you confirm that: • You have read, understood, and accepted the Terms and Conditions and Privacy Policy of STRAIGHTS Global LTD trading as STRAIGHTS. • You understand that you are paying for the aligners and the treatment plan only, and not for in-person clinical care. • You consent to the processing and secure sharing of your personal and health data with clinicians, laboratories, and companies within the STRAIGHTS network and corporate group, for the purpose of delivering and managing your treatment. • You understand that you may withdraw your consent at any time by contacting STRAIGHTS Global LTD.