How cancellations and refunds work for GuideFlow cases, RealGUIDE™ licences, Academy courses and webinars. This policy forms part of the Public Offer and applies the terms set out in its section 5.
| Service | Full refund | Transfer / credit | Non-refundable |
|---|---|---|---|
| In-person course | Cancellation ≥ 21 days before the date | 21–7 days before: one free transfer to the next date | < 7 days before, or no-show |
| Online course | Before access is opened | — | Once access to the content has been opened |
| Webinar | Cancellation ≥ 14 days before the session | — | < 14 days before, or after the session |
| GuideFlow case | Nothing is charged until you approve the plan | Free re-design if the error is ours | Once the download link for the STL and report has been sent |
| RealGUIDE™ licence | First 14 days of a first licence, if we could not install it | Cancel for the next billing period at any time | Periods already paid |
1.1. This Policy applies to services of Maxilla Medical Sp. z o.o. (the Provider, we) ordered through maxilla-medical.net. By ordering, the Customer confirms that they have read and accept this Policy together with the Public Offer.
1.2. Our services are addressed to dental professionals acting in a professional capacity. Where the Customer nevertheless qualifies as a consumer under applicable law, the statutory rights of consumers apply in addition to this Policy and prevail where they are more favourable.
2.1. Cancellation in writing 21 or more calendar days before the course date: full refund of the fee, less non-recoverable payment-processing fees.
2.2. Cancellation between 21 and 7 calendar days before the course date: no cash refund; the seat is transferred once, free of charge, to the next available date of the same course, or to a named colleague for the original date.
2.3. Cancellation less than 7 calendar days before the course date, or failure to attend without notice: the fee is not refundable. Travel and accommodation costs are never reimbursed.
2.4. A RealGUIDE™ licence included with a course is activated on the course date and is not refundable separately.
3.1. Access to the online programme 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.
3.2. If access has not yet been opened — for example the login has not been sent or the Customer has not signed in — the Customer may cancel for a full refund.
3.3. Personal support and case checks included in the programme are provided during the stated period and are not refundable if unused.
4.1. Cancellation in writing 14 or more calendar days before the session: full refund.
4.2. Cancellation less than 14 days before the session, no-show, or cancellation after the session: non-refundable. The recording, where announced, is provided to all registered participants.
4.3. By registering within 14 days of the session, the Customer consents to immediate performance and acknowledges that the right to a refund does not apply.
5.1. No payment is taken before the Customer approves the plan. Cases that are not approved are closed free of charge.
5.2. Revisions requested before approval are included in the case price.
5.3. Once the download link for the STL file and surgical report has been sent to the Customer's email, the service is fully performed and the case fee is non-refundable — whether or not the files are downloaded before the link expires.
5.4. If a released guide does not correspond to the approved plan for reasons on our side, we re-design it free of charge. A change of plan requested by the Customer after approval is treated as a new case.
5.5. Printing is performed by the Customer or their partner lab and is outside this Policy.
6.1. A licence may be cancelled for the next billing period at any time by writing to us. Periods already paid are not refunded.
6.2. Exception: within the first 14 days of a first-time licence, if the software could not be installed on a workstation that meets the published requirements for reasons on our side, the licence fee is refunded in full.
6.3. Licence terms of the software manufacturer (3Diemme) apply in addition.
7.1. If we cancel or reschedule a course or webinar, the Customer chooses between a full refund and a seat on the new date. We notify participants by email as soon as the decision is taken.
7.2. If a GuideFlow case cannot be completed because the submitted data is insufficient, we tell the Customer what is missing before any payment is due.
Send an email to sales@maxilla-medical.net with the subject «Refund».
Include: the name and email used at payment, the service and date, and the payment date or invoice number.
We confirm receipt within 2 working days and decide within 10 working days.
8.1. The date the request is received by email is the cancellation date for the deadlines in this Policy.
8.2. Approved refunds are sent within 14 days of the decision to the original payment method (card via Stripe, or the bank account for invoice payments). The time until the money appears on the account depends on the Customer's bank.
8.3. A corrective invoice is issued for every refund.
Maxilla Medical Sp. z o.o.
ul. Hoża 86, lok. 410, 00-682 Warszawa, Poland
VAT ID PL7011112545
Related documents: Public Offer · Privacy Policy.