These terms govern every service of Maxilla Medical Sp. z o.o.: GuideFlow guide planning, RealGUIDE™ licences, Academy courses and webinars. Paying for a service, or requesting GuideFlow access and submitting a case, means you accept them.
1.1. This document is a public offer (the Offer) by Maxilla Medical Sp. z o.o., ul. Hoża 86, lok. 410, 00-682 Warszawa, Poland, VAT ID PL7011112545 (the Provider, we), to enter into an agreement for the services described below with any legally capable natural person or legal entity acting in a professional capacity in the field of dentistry (the Customer, you).
1.2. The services are intended for licensed dental professionals, dental clinics and dental laboratories. By accepting this Offer you confirm that you act in that capacity.
1.3. The Offer, the Privacy Policy, the Refund Policy and Annex A together form the agreement between the parties.
| Service | What is delivered |
|---|---|
| GuideFlow — guide planning and design | Clinician-reviewed implant plan and surgical-guide design (STL file, surgical report, print parameters) for a case the Customer shares with the Provider through the RealGUIDE™ cloud (3Diemme). Printing of the guide is not included. |
| RealGUIDE™ software licences | Resale of official RealGUIDE™ software licences (3Diemme) with remote installation, configuration and support by the Provider. The software itself is licensed under the manufacturer's end-user licence terms. |
| Academy — online course | Access to the online programme «Digital Guide Protocol»: video modules, materials, personal support and case checks for the period stated on the course page, and a RealGUIDE™ licence for the period stated on the course page. |
| Academy — in-person courses | Participation in a one-day hands-on course at the venue and date stated on the course page, including materials and a RealGUIDE™ licence for the course period. |
| Webinars | Access to a live online session and, where announced, its recording. |
2.1. The exact scope, dates, duration and inclusions of each service are those published on the respective page of maxilla-medical.net at the moment of ordering.
3.1. The agreement is concluded (the Offer is accepted) at the earliest of: (a) the Customer's payment for a service; (b) the Customer's submission of the GuideFlow access request form with these terms, including Annex A, accepted. The first case shared through the RealGUIDE™ cloud confirms acceptance.
3.2. Access-request data (name, clinic, country, email) must be accurate. The Provider may verify the Customer's professional status before connecting the Customer in the RealGUIDE™ cloud and may refuse access without stating reasons.
3.3. Confirmations, invoices, access links and plans are sent to the email address provided by the Customer or made available in the RealGUIDE™ cloud.
4.1. Prices are stated in euro on the respective service page. Unless stated otherwise they exclude VAT, which is applied according to the Customer's status and country (reverse charge for EU VAT-registered businesses outside Poland).
4.2. Payment is made by card through Stripe, or by bank transfer against an invoice where offered. An invoice is issued for every payment.
4.3. GuideFlow: the price for each case is quoted after the plan is prepared, by case type as published on the GuideFlow page. Payment is due when the Customer approves the plan; the STL and report are released after payment. Nothing is charged for cases that are not approved.
4.4. Courses and webinars: payment in full before access or participation. RealGUIDE™ licences: monthly or annual, in advance.
5.1. Online course. Access is opened immediately after payment. By ordering, the Customer expressly requests immediate performance and acknowledges that the right of withdrawal is lost once access to the course content has been opened. Before access is opened, the Customer may cancel for a full refund.
5.2. In-person courses. Cancellation in writing no later than 21 calendar days before the course date: full refund less payment-processing fees. Between 21 and 7 days: transfer to the next available date of the same course, once, free of charge. Less than 7 days before or no-show: the fee is not refundable. The Provider may cancel or reschedule a course; in that case the Customer may choose a full refund or a seat on another date.
5.3. Webinars. Cancellation up to 14 calendar days before the session: full refund. Later, or after the session: non-refundable; the recording, where announced, is provided.
5.4. GuideFlow. No payment is taken before approval. After the STL and report have been released, the service is fully performed and non-refundable. Revisions requested before approval are included; a change after approval that requires re-design is a new case.
5.5. RealGUIDE™ licences. A licence may be cancelled for the next billing period at any time. Periods already paid are not refunded, except within the first 14 days of a first-time licence if the software could not be installed on the Customer's workstation for reasons on the Provider's side.
5.6. Refunds are made to the original payment method within 14 days of the decision. Details: Refund Policy.
6.1. Cases are submitted only through the RealGUIDE™ cloud: the Customer installs the free RealGUIDE™ START software (3Diemme), uploads the case there and shares it with the Provider. The Provider does not accept patient data by email, messengers or file-sharing links.
6.1a. The STL file, surgical report and print parameters are delivered through a Google Drive link restricted to the Customer's email address and valid for a limited period, under the case code and without patient identifiers. The Customer is responsible for the security of its Google account and for downloading the files before the link expires.
6.2. The Customer warrants that it has the legal basis to process and transfer the patient data of each case (including CBCT, scans and photographs) and has informed the patient as required by applicable law.
6.3. The Provider delivers a plan for the Customer's review. The Customer reviews the plan in RealGUIDE™ and approves it there or in writing; approval is the Customer's clinical decision. The delivered design matches the approved plan.
6.4. Turnaround times stated on the website (for example «within 24 h», «48 h») are target times on working days and count from the moment complete and usable data are received; they are not guaranteed delivery dates.
6.5. The Customer is responsible for printing, post-processing, sterilisation and verification of fit of the guide, and for the choice of printer, resin and sterilisation protocol.
7.1. All services are tools and education for licensed professionals. The treating clinician remains solely responsible for diagnosis, treatment planning decisions, surgery and outcomes. Plans, designs, courses and support do not replace the clinician's professional judgement.
7.2. Nothing in the services constitutes a guarantee of clinical outcome, implant survival or surgical accuracy in a given patient.
8.1. RealGUIDE™ is developed and licensed by 3Diemme (Bioimaging Technologies S.r.l.). The Provider is an official partner and reseller. The software is used under the manufacturer's end-user licence agreement, which the Customer accepts on installation; the Provider's obligations are limited to supply of the licence, installation, configuration and support as described on the RealGUIDE page.
8.2. Free trial licences are provided for evaluation only, for the period stated, and may be withdrawn by the manufacturer.
9.1. Course materials, recordings, presentations, protocols, templates and the content of the website are the intellectual property of the Provider or its instructors and licensors. They may be used by the Customer for its own professional practice only. Recording, copying, publishing, sharing access or reselling is prohibited without written permission.
9.2. Plans and guide designs delivered through GuideFlow may be used by the Customer for the treatment of the respective patient without limitation.
10.1. The Provider is liable for performing the services with professional care. The Provider's total liability for any claim arising from a service is limited to the amount paid by the Customer for that service, except where liability cannot be limited by law.
10.2. The Provider is not liable for the Customer's inability to use a service for reasons on the Customer's side (hardware, internet connection, incomplete or poor-quality data) or for indirect losses.
11.1. Personal data of the Customer and its staff (contact, access-request and billing data) are processed by the Provider as controller under the Privacy Policy.
11.2. Patient data shared with the Provider through the RealGUIDE™ cloud for GuideFlow are processed by the Provider as processor on behalf of the Customer under Annex A — Data Processing Terms, which forms part of this agreement for every GuideFlow Customer.
12.1. Neither party is liable for failure to perform caused by circumstances beyond its reasonable control. If an in-person course cannot be held for such reasons, the Provider reschedules it or refunds the fee at the Customer's choice.
13.1. The agreement is governed by the laws of the Republic of Poland. Mandatory consumer-protection rules of the Customer's country of residence, where applicable, are not affected.
13.2. The Provider may amend this Offer by publishing a new version on the website; services ordered before the change are governed by the version in force at the time of ordering.
13.3. Disputes are resolved by negotiation; failing that, by the competent court for the Provider's registered office, unless mandatory law provides otherwise. EU consumers may also use the online dispute resolution platform at ec.europa.eu/consumers/odr.
Maxilla Medical Sp. z o.o.
ul. Hoża 86, lok. 410, 00-682 Warszawa, Poland · VAT ID PL7011112545
sales@maxilla-medical.net
These terms apply to every Customer who uses GuideFlow and govern the processing of patient data by the Provider on the Customer's behalf.
The Customer (clinic or clinician) is the controller of patient data. The Provider is the processor.
Processing of CBCT/DICOM data, intraoral and model scans, photographs and related case information for the purpose of implant planning and surgical-guide design ordered by the Customer. Duration: for the term of the service relationship and the retention period in A.8.
Health data (medical images and treatment information) of the Customer's patients; contact data of the Customer's staff.
The Provider processes patient data only on the Customer's documented instructions — sharing a case with the Provider in the RealGUIDE™ cloud constitutes the instruction — and never for its own purposes. The Provider informs the Customer if an instruction infringes data-protection law.
Persons authorised to process data are bound by confidentiality. The Provider implements appropriate technical and organisational measures (Art. 32): encrypted transfer and storage, access control and logging, EU-located hosting, backups, and staff training. Cases may be anonymised by the Customer before upload.
The Provider uses the following sub-processors: 3Diemme S.r.l. (Italy) — RealGUIDE™ cloud, through which cases are transferred, planned and returned; EU-located workstations and backup storage of the Provider; email, automation and payment providers for non-health data only (Google Ireland Ltd., Elestio — EU servers, Stripe Payments Europe Ltd.). The current list is available on request. The Provider notifies the Customer of intended changes at least 14 days in advance; the Customer may object on reasonable grounds.
The Provider assists the Customer with data-subject requests, security of processing, breach notification and data-protection impact assessments insofar as they concern processing under these terms. Personal-data breaches are reported to the Customer without undue delay and no later than 48 hours after becoming aware.
Case data are retained on the Provider's side for 12 months after the case is closed to allow revisions and re-orders, and are deleted earlier on the Customer's request, unless retention is required by law. Data in the RealGUIDE™ cloud remain under the Customer's control and the manufacturer's terms.
The Provider makes available the information necessary to demonstrate compliance and allows audits by the Customer or an auditor mandated by it, on reasonable notice and no more than once a year unless required by a supervisory authority.
Patient data are processed within the EU/EEA. Any transfer outside the EEA takes place only with appropriate safeguards under Chapter V GDPR and prior notice to the Customer.