General Terms and Conditions - Customer
Valid from
2022-06-01 – until further notice
1. General Information About the Service
These General Terms and Conditions apply when private individuals (“Customers”) use the matching and booking service (“Matching and Booking Service”) on Dentify’s Patient Apps (iOS and Android) and the website https://dentifyapp.se (“Website”) to book and pay for a visit to/treatment by a licensed dental professional (dentist or dental hygienist) (“Consultation and Treatment Service”).
The platform is owned and operated by Dentify AB, registered in Sweden, registration no. 559357-9922 (hereinafter “Dentify” or the “Company”).
Dentify provides a matching and booking service that connects Customers with licensed dental professionals whose skills correspond to the Customer’s specific needs. All Care Providers connected to Dentify’s mediation service (the “Mediation Service”) must be licensed by the Swedish National Board of Health and Welfare and hold valid patient liability insurance in accordance with the Swedish Patient Injury Act (1996:799).
Care Providers are fully responsible for ensuring that Consultations and Treatment Services are delivered in compliance with applicable law, including:
The Swedish Dental Care Act (1985:125)
The Swedish Patient Safety Act (2010:659)
The Swedish Patient Data Act (2008:355)
The Swedish Patient Injury Act (1996:799)
In emergencies or urgent medical situations, Customers must contact 112 or the nearest emergency department.
2. User Account
2.1 Use of the Service
To use Dentify, the Customer must create a user account via the App or Website.
2.2 Registration Information
To create an account, the Customer must provide requested information and verify identity via BankID. In order to complete booking and payment, the Customer must be at least 18 years old, or have a guardian’s approval, power of attorney, or equivalent legal authority.
The Customer may only use Dentify for their own dental services unless they act as a legal guardian or holder of valid power of attorney for another individual.
3. Consultation and Treatment Services
(Sections unchanged except all references updated to Care Provider / Care Recipient).
4. Support; Reporting of Errors and Interruptions
For support, Customers may contact Dentify at:
Dentify aims to respond within 24 hours (excluding weekends). Errors should be reported promptly.
5. Payment
General terms
5.1 Contracting Parties
The agreement for Consultation and Treatment Services is entered into between the Customer and the Healthcare Provider.
The agreement for the use of Dentify’s platform is entered into between the Customer and Dentify AB.
To complete a booking and payment, the Customer must be at least 18 years old, or have the consent of a legal guardian or authorised representative.
5.2 Consultation Types and Pricing
The Customer may be offered two types of digital consultations:
5.2.1 Dental / Medical Advice (0% VAT)
Examples include:
pain
infection
trauma
diagnosis
follow-up care
This type of consultation is classified as VAT-exempt healthcare (0% VAT).
5.2.2 Cosmetic / Aesthetic Consultation (25% VAT)
Examples include:
teeth whitening
smile design
aesthetic orthodontics without bite-related issues
This type of consultation is subject to VAT (25%).
The clinic covers the VAT in these cases—the Customer pays the same total price regardless of consultation type.
5.2.3 Pricing Example
Consultation: 350 SEK
Fixed booking fee: 30 SEK
Total to pay: 380 SEK
The total price is always the same regardless of consultation type.
5.3 Payment Processing
All payments are processed securely via Stripe, Dentify’s payment provider.
Stripe supports:
Card payments
Klarna
After successful payment:
The booking is marked as confirmed, and
The Customer receives a confirmation email containing:
Date and time of the consultation
Video meeting link
Amount paid
Link to the cancellation policy
Dentify does not store card information or other sensitive payment data; all such data is handled by Stripe.
5.4 Booking Fee
A fixed booking fee applies to all paid consultations.
The fee covers technical and administrative costs such as payment processing and system operations.
5.5 Right of Withdrawal (14 days)
The Customer has a 14-day right of withdrawal, provided that the service has not yet begun.
To exercise this right, the Customer must contact:
The right of withdrawal does not apply once the consultation has been carried out.
5.6 Customer Satisfaction Guarantee
In the event of any concerns or complaints, the Customer must first contact their Healthcare Provider.
If the issue cannot be resolved with the Healthcare Provider, the Customer may contact Dentify within 48 hours after the completed consultation:
Dentify will then assist with follow-up and case handling.
5.7 Cancellation and Refunds
5.7.1 Cancellation in Time
The Customer may cancel the consultation up to 10 PM the day before the scheduled appointment.
If cancelled in time:
The consultation fee is refunded
5.7.2 Late Cancellation or No-Show
In cases of late cancellation or no-show:
No refund is issued for either the consultation fee or the booking fee
The Healthcare Provider may offer rebooking according to their internal policies
5.8 Customer Responsibilities
The Customer is responsible for:
providing accurate personal and payment information
being available at the scheduled appointment time
following the instructions provided by the Healthcare Provider
6. Limitation of Liability
Dentify AB is not liable for indirect damages, medical errors, or disputes between Customers and Care Providers. Liability exclusions apply in cases of force majeure.
7. Assignment and Subcontracting
Customers may not assign agreements without Dentify’s consent. Dentify may subcontract services.
8. Termination of Service
The Agreement continues until terminated by either party. Dentify may suspend a Customer in cases of misuse.
9. Other Matters
9.1 Change of Terms
Dentify may update these Terms. Continued use constitutes acceptance.
9.2 Intellectual Property
Dentify AB owns all intellectual property in its platform, logos, code, and databases. Customers may not copy or misuse content.
10. Complaints
To Dentify: App-related issues or feedback: 📧 [email protected]
To IVO (Inspektionen för Vård och Omsorg): Care-related complaints may also be submitted to IVO
11. Governing Law and Dispute Resolution
These Terms are governed by Swedish law. Disputes may be referred to Swedish courts or the General Complaints Board (ARN).
12. Processing of Personal Data
Dentifyapp.se follows the General data protection regulation, or GDPR as it is also called, which contains rules on how dentifyapp.se may process personal data. Dentifyapp.se personal data processing is regulated in the company’s privacy policy, which can be found on dentifyapp.se.