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:

📧 [email protected]


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

  • Swish

  • Klarna

  • Apple Pay

  • Google Pay


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 booking fee is non-refundable under all circumstances.


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:

📧 [email protected]


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:

📧 [email protected]


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 until midnight the day before the scheduled appointment.


If cancelled in time:

  • The consultation fee is refunded

  • The booking fee is not 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).