Terms & policies.

1. Scope

These terms govern use of the Retainly customer portal and purchases of subscriptions, products, scanning services, and shipping. Creating an account or completing an order means accepting these terms and the related policies.

The services do not replace medical diagnosis. Clinical decisions remain the responsibility of the licensed dentist or clinic.

2. Account and information

• You must provide accurate, current information and keep your password confidential.
• The account holder must have legal capacity, or registration and orders must be made with a guardian or legal representative where required.
• Accounts may be suspended for suspected misuse, fraud, or breach of these terms.
• Retainly may send service-related operational notifications through registered communication channels, including email, mobile, and WhatsApp, such as order, shipment, and clinic appointment updates. Offers and discount messages require a separate optional marketing consent.

3. Subscriptions and orders

• Package details, price, tax, shipping fees, and expected schedule are shown before payment.
• Certain products or subscriptions require a digital scan or clinic visit before manufacturing.
• Retainers and products made to the customer’s measurements are customized products.
• Delivery dates may change for operational, clinical, or logistics reasons, with notice where reasonably possible.

4. Payments and invoices

Payments are processed by an approved payment provider. Retainly does not store full card details. Invoices are issued electronically based on applicable requirements and available information.

5. Cancellation and refunds

Refunds are calculated from the amount actually paid after discounts. Retainers that remain Scheduled are refundable, while a retainer that has entered In Preparation or manufacturing is not refundable. Retainly determines the final amount after review, subject to mandatory consumer rights.

6. Intellectual property and acceptable use

All trademarks, designs, content, and software are owned by or licensed to Retainly. Copying, platform misuse, and unauthorized access attempts are prohibited.

7. Liability

Retainly uses reasonable care to provide the service but is not responsible for delays caused by incorrect information, missed appointments, carriers, or circumstances beyond reasonable control. Nothing excludes liability that cannot lawfully be excluded.

8. Governing law and updates

These terms are governed by the laws of the Kingdom of Saudi Arabia. Updates may be published when needed, with the version date displayed above.

1. Data we collect

• Contact and account information such as name, mobile number, email, and city, plus any additional information provided where needed to deliver the service or meet legal requirements.
• Order, subscription, address, shipping, payment, and invoice data.
• Digital scan, clinic, and files required to provide the service.
• Usage, device, and security logs required to protect and improve the platform.

2. Purposes

We process data to create accounts, perform contracts and orders, arrange scanning and shipping, issue invoices, provide support, prevent fraud, secure systems, comply with legal requirements, and improve services. Marketing data is used only where legally permitted and with required consent. Email, mobile, and WhatsApp may be used for service notifications relating to orders, shipments, and clinic appointments, while offers and discounts are sent only when the optional marketing consent is active.

3. Sharing

Data may be shared as necessary with the selected clinic, payment processor, carrier, invoicing and accounting provider, hosting, email and messaging providers, and authorities where legally required. Service providers must protect the data and use it only for the defined purpose.

4. Retention and security

Data is retained as required to provide services, meet legal and accounting duties, and resolve disputes. We use technical and organizational controls including access restrictions, encryption in transit, security logs, and backups.

5. Your rights

• To be informed, access your data, and obtain a copy subject to applicable rules.
• To request correction or completion of inaccurate data.
• To request deletion, restriction, or withdrawal of consent where legally applicable.
• To submit a complaint through Support and then to the competent authority where appropriate.

6. Minors

Where the beneficiary is a minor, processing and contracting must be authorized by the guardian or legal representative and carried out in the minor’s best interests.

7. Contact and updates

Privacy requests may be submitted through the Support page after login. Identity verification may be required before access, correction, or deletion.

1. Delivery coverage

Delivery is available to the cities and areas shown during checkout. Timing and cost may vary by city, product, scan status, and manufacturing status.

2. Shipping address

• The city, short address, and mobile number must be accurate before payment.
• Shipping details are saved as an order snapshot and do not change automatically when account details are later edited.
• The customer is responsible for delays or reshipping caused by an incorrect address, no response, or failed receipt.

3. Fees and estimates

Shipping fees and tax are displayed before payment. Delivery dates are estimates and may be affected by manufacturing, inspection, carriers, or circumstances beyond reasonable control.

4. Receipt and damage

The shipment should be inspected on receipt. Missing, damaged, or incorrect items should be reported through Support within a reasonable period with the necessary photos and information.

5. Reshipping

1. Estimated amount and administration approval

Before confirmation, the system displays an estimated refund amount. It is calculated from the amount actually paid after allocating discounts and promo codes, together with the order stage and services or products already performed. The displayed amount is an estimate; the final refund becomes effective only after Retainly administration reviews and approves it. Cumulative refunds cannot exceed the amount actually paid.

2. New subscription or renewal cancellation

The refund calculation is based on each shipment’s status when the cancellation request is submitted. Shipments begin as Scheduled. The first shipment moves to Processing after the digital scan is completed or when a previously completed digital scan is reused. Later shipments move to Processing before their dates according to the preparation period configured by Retainly.

• Before the clinic visit: if attendance has not been recorded and the examination or digital scan has not been used, the value of Scheduled shipments is eligible without a service-fee deduction.
• After the examination or digital scan is used: the examination and digital-scan fee in effect when the request is submitted is deducted first.
• Shipment value: the subscription amount actually paid after discounts, less the examination and digital-scan fee when applicable, is divided by the total number of subscription shipments.
• Estimated refund: the calculated value per shipment multiplied by the number of shipments still marked Scheduled when the request is submitted.
• Processing shipment: it is excluded from the refund, is not cancelled after approval, and continues through preparation and shipping.
• Shipped shipment: it is excluded from the refund and remains unchanged.

3. Whitening trays

This calculation applies whether whitening trays are purchased from the store or added to a new subscription or renewal:

• Before the clinic visit: the amount actually paid for the whitening trays is fully refundable.
• After examination or digital scanning, before Processing: the examination and digital-scan fee is deducted.
• After Processing and before shipment: the examination and digital-scan fee and the configured whitening-tray manufacturing fee in effect when the request is submitted are deducted.
• After shipment: whitening trays are not refundable. The customer may still use Report an issue for a defect or non-conformity.

No return-shipping fee applies to whitening trays because they are not returned through the return workflow.

4. Ordinary product returns

The customer selects the product and quantity to return. The amount is calculated from the amount actually paid for that product after its allocated share of discounts or promo codes, taking into account any prior refund for the same product or quantity.

A shipped ordinary product may be returned within the period configured in Retainly settings, starting from its recorded shipping date. The period applies to store products and ordinary products added to a new subscription or renewal. It does not apply to the subscription portion itself or to whitening trays, which have a separate policy. The active period and deadline appear on the return-request page.

After the commercial return period ends, Report an issue remains available for defective, damaged, or non-conforming products, without limiting mandatory consumer rights.

5. Defective or non-conforming products

A commercial return is different from Report an issue. For a defect, damage, missing item, non-conformity, or fit issue involving a retainer or whitening tray, the customer should submit an issue report. Retainly may request photographs or a clinic examination, and the resolution may include replacement, remanufacture, a new scan, or a refund following review.

6. Processing the refund

After administration approval, the refund is sent to the original payment method where available. The payment provider and bank determine when the amount appears. Retainly keeps a record of the calculation, approved amount, and the reason for any administrative adjustment. This policy applies without limiting any mandatory customer rights under applicable law.

1. Submitting a request

Account holders may request access, correction, deletion, or restriction through the Support page. The request should identify the relevant data and requested action.

2. Identity verification

To protect the account, additional information may be required to verify the requester’s identity or legal authority before processing the request.

3. Account deletion

After verification, the account is disabled and data without a continuing legitimate purpose or legal retention duty is deleted or de-identified. Full deletion may not be immediate where orders, subscriptions, disputes, accounting, or tax obligations remain.

4. Data that may be retained

Invoice, payment, contract, consent, security, and fraud-prevention records may be retained for legally required periods or to protect rights, with use restricted accordingly.

5. Withdrawal of consent

Consent may be withdrawn where consent is the legal basis. Withdrawal does not affect prior lawful processing and does not prevent processing required to perform a contract or meet a legal obligation.

1. Service channels

Support requests and complaints should be submitted through the Support page in the customer portal so the request is linked to the correct account, subscription, or order.

2. Required information

Include the order or subscription number, a clear description, and any useful photos or documents. Never send card details or passwords.

3. Handling and priority

Requests are prioritized by impact. Payment disruption, product issues, and shipment problems receive higher priority. We aim to provide an initial response within three business days, while clinical, financial, or logistics cases may require additional verification time.

4. Complaints and escalation

If a matter remains unresolved, the ticket may be escalated with the reason for the objection. Customers retain the right to contact the competent authority under applicable law.

5. Conduct

We communicate respectfully and transparently and expect professional communication. Abusive or threatening contact may be restricted while statutory rights continue to be handled through official channels.