Terms & Conditions

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. 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.