Terms & Conditions

Terms and Conditions - 21D Dental Clinical FZ LLC

Introduction

At 21D, we aim to provide clear information and support throughout your treatment journey. These Terms & Conditions outline what you can expect from us, and what we ask you to ensure the best long-term results. They apply to full mouth/jaw dental implant treatment provided by 21D Clinical in Dubai. By proceeding with treatment and making payment, you agree to the terms set out below.
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Treatment Cost and What Is Included

The full cost of your treatment includes your full clinical assessment, planning and diagnostics, your implant surgery at our 21D clinic at Dubai Healthcare City, your implant-supported prosthesis, and all clinical stages required to complete your treatment as outlined in your personalised Treatment Plan.

Your treatment fee does not include the cost of your annual maintenance visits, which are required to keep your warranty valid and charged at AED 1,500 per visit. Your fee also does not include any replacement prostheses, repairs or additional work that falls outside the terms of your warranty.
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Where Your Treatment Takes Place

Your surgical procedure will be carried out at our dedicated 21D clinic at Dubai Healthcare City.

All pre-surgery assessments, reviews and post-surgery appointments can be completed at the 21D clinic.

21D treatment plans are delivered in staged phases. Patients agree to attend all clinically necessary review and follow-up appointments as advised by 21D clinicians. Failure to attend required review appointments may impact treatment progression and may invalidate applicable warranties.

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How Your Treatment Agreement Begins

Your Full Clinical Assessment (FCA) is included within the overall treatment cost but is carried out before any payment is made towards your treatment. If you decide not to proceed with treatment following your FCA, or if 21D determines that you are clinically or medically unsuitable for treatment, there is no charge for the FCA.

Following your FCA, if you are considered clinically suitable (subject to any further planning or medical review that may be required) and decide that you wish to proceed, you will be offered the opportunity to reserve a provisional surgery date by paying an AED 4,000 Reservation Deposit.

The Reservation Deposit is credited towards the total cost of your treatment and allows 21D to begin detailed treatment planning, laboratory preparation and, where required, obtain additional clinical information or medical clearances before treatment proceeds.

The remaining treatment balance is to be paid within 14 days of payment of the Reservation Deposit. Once the remaining treatment balance has been received, your provisional surgery date will be confirmed.

The Reservation Deposit and any subsequent treatment payments are subject to these Terms and Conditions.

At 21D, we believe that deciding whether to proceed with full-mouth implant treatment is a significant healthcare decision that should be made without pressure. Patients are encouraged to ensure they fully understand the proposed treatment before paying their Reservation Deposit or entering into any finance agreement.

Clinical records, scans and treatment planning information obtained during your FCA remain clinically valid for 90 days. If your surgery has not been booked within this period, a further Full Clinical Assessment and updated diagnostic records will be required before treatment can proceed. The applicable fee for this assessment is AED 2,000.
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Reservation Deposit and Treatment Planning

Once your Reservation Deposit has been received, 21D begins preparing your case for treatment. This includes detailed digital treatment planning, engineering of your custom prosthesis, laboratory preparation, ordering clinical components, coordinating your treatment pathway and obtaining any additional clinical information or medical clearances where required, coordinating your surgical booking, and allocating clinical and laboratory resources to your treatment. This work begins well in advance of your surgery and forms an essential part of preparing your treatment.

Access to Diagnostic Materials

Your treatment fee includes your FCA and all associated diagnostic scans used to plan your implant treatment, including your CBCT scan, intraoral scan and face scan. If you choose not to proceed with treatment and would like copies of these scan files for personal use, a fee will apply to cover the cost of exporting and preparing these digital files:
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•  CBCT scan file: AED 600
•  Intraoral scan file: AED 600
•  Face scan file: AED 600

These charges only apply if you request copies of the scan files themselves and do not apply to requests for access to your personal data made under applicable data protection law.
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Your Responsibilities During and After Treatment

To support a healthy recovery and long-term success, you agree to follow the post-operative instructions provided to you on the day of your surgery, to maintain excellent oral hygiene and to attend all scheduled follow-up appointments.

You must also inform us promptly of any changes in your health, medication or smoking/vaping habits.

Medication prescribed by a 21D clinician must be taken as directed; if you experience any difficulties or side effects, please contact us before stopping or changing the medication yourself, as this may affect healing.

You acknowledge and accept that implant-supported prostheses provided by 21D are intentionally designed with a small cleansing space between the prosthesis and the gum tissue. This design supports long-term gum and bone health and accommodates natural tissue changes over time.

As a result, prostheses do not fit flush to the gums and are not routinely altered in response to normal gum remodelling.
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Treatment Timelines and Additional Appointments

Dental implant treatment is a complex biological process, and treatment timelines are estimates only. No guarantee is given that treatment will be completed within a fixed number of appointments or by a particular date.

Some patients may require additional review appointments, scans, healing time, prosthetic adjustments, refinements or further clinical treatment stages due to individual anatomy, healing response, clinical findings or other factors identified during treatment. These appointments form part of the normal delivery of implant treatment and may occasionally extend the overall treatment timeline.

By proceeding with treatment, you acknowledge and accept that additional appointments may become clinically necessary and agree to attend any appointments considered necessary by your treating clinician.

Unless expressly agreed otherwise in writing, patients remain responsible for all costs associated with attending appointments, including travel, accommodation, parking, childcare, time away from work and any other related expenses. 21D will not reimburse these costs, including where additional appointments become clinically necessary as part of your treatment.

Where additional appointments or treatment stages are required due to normal healing variation or clinical need, these will not normally incur additional clinical charges unless clearly discussed with you in advance.
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Annual Maintenance and Warranty Conditions

You must attend all annual implant maintenance appointments at 21D to keep your warranty valid. These annual appointments cost AED 1,500 each and include essential checks of your implants, prosthesis and supporting tissues, including an OPG X-ray. The annual maintenance visit must be completed within 60 days of the due date each year. Missing an annual maintenance appointment will invalidate your warranty, although we may use discretion in exceptional circumstances.

We strongly recommend that all implant-related care and maintenance is carried out at 21D. This is because our clinical team is trained specifically in the systems, components and protocols used in your treatment. If dental work carried out by another provider results in damage to your implants, prosthesis or surrounding tissues, this will not be covered under the 21D warranty.

Your 3-year biological warranty and 5-year mechanical warranty are provided according to the conditions set out in our Warranty Document. The biological warranty covers revision surgery where clinically appropriate, but if our clinicians believe that further surgery is not in your best interests or is unlikely to succeed due to health changes, bone condition or other clinical factors, we may decline to provide further surgical intervention.

The warranty does not cover any damage or complications caused by factors outside normal use or by circumstances that affect the long-term success of your implants. This includes, but is not limited to:

•  Trauma or accidents
•  General wear and tear
•  Issues arising from smoking or vaping with nicotine
•  Poor oral hygiene
•  Failure to follow aftercare instructions
•  Damage caused by any external dental provider, including cleaning, adjustments, repairs or the use of inappropriate tools on your implants or prosthesis
•  Damage caused by chewing hard objects such as pen lids, biting very hard foods such as nuts, bones or ice, sports injuries or accidental impact, and grinding or clenching without using a night guard when one has been recommended.

On the day of surgery, we also provide patients with an aftercare pack, which may include items such as an electric toothbrush and water flosser to help you get started with your aftercare. These products are provided as complimentary items and are not covered by the 21D treatment warranty. If a product develops a fault, any manufacturer or retailer warranty that applies to that product will be separate from your 21D treatment warranty.
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Fees, Finance, Reservation Deposits, Cancellations and Refunds

Your treatment fees will be clearly outlined within your personalised Treatment Plan. Finance options are subject to approval by external providers. If finance is declined, you will be responsible for arranging an alternative method of payment should you wish to proceed with treatment.
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Reservation Deposit

If you decide to proceed with treatment following your Full Clinical Assessment, you will be offered the opportunity to reserve a provisional surgery date by paying an AED 4,000 Reservation Deposit.

The Reservation Deposit forms part of your total treatment fee and is credited towards the overall cost of treatment.
Your Reservation Deposit includes a 14-day cooling-off period.

During this period:
•  you may cancel your reservation for any reason and receive a full refund of your Reservation Deposit;
•  if 21D determines that you are clinically or medically unsuitable to proceed with treatment, your Reservation Deposit will be refunded in full;
•  the remaining treatment balance is to be paid within the 14-day cooling-off period.

If the remaining treatment balance has not been received by the expiry of the 14-day cooling-off period, your provisional surgery date will be released.

Where the cooling-off period has expired without the remaining balance being received, AED 2,000 of the Reservation Deposit will be retained to contribute towards the costs already incurred in treatment planning, laboratory preparation, clinical coordination, scheduling and administration. The remaining AED 2,000 of the Reservation Deposit will be refunded. Further information regarding the validity of your Full Clinical Assessment is set out in the section “How Your Treatment Agreement Begins”.
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Full Treatment Payment

Once the remaining treatment balance has been paid, 21D will continue with the delivery of your treatment in accordance with your Treatment Plan.

If your Reservation Deposit or treatment fee is paid remotely (for example by bank transfer or finance), any mandatory rights available to you under applicable UAE consumer protection law remain unaffected.

If you need to delay your treatment due to illness, personal circumstances or other unforeseen events, please notify us as soon as possible. We will make reasonable efforts to accommodate a revised treatment schedule where clinically appropriate. However, significant delays may require updated clinical records or, where applicable, a further Full Clinical Assessment before treatment can proceed.

If you are unable to proceed with treatment due to serious unforeseen circumstances after payment has been made, any refund will be considered in accordance with applicable law, considering the stage of treatment reached, any laboratory work undertaken and any costs reasonably incurred.

Where treatment is funded in whole or in part through a third-party finance provider introduced by 21D, the finance provider may confirm to 21D whether loan repayments are up to date. This limited information may be shared for the purpose of administering the commercial arrangements between 21D and the finance provider. Where repayments are not up to date, 21D may, at its discretion, defer or decline to provide non-urgent treatment or appointments until the account is brought up to date. This does not affect any mandatory rights available to you under applicable UAE law or access to urgent or emergency care where clinically required.
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Data Protection and Complaints

Your personal data will be handled in accordance with the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021) and the applicable DHCC data protection framework and may be shared only where necessary for your care or where legally required.

21D uses CCTV in common areas, entrances and other non-clinical spaces only, and not in consultation or treatment rooms. Recordings are used for patient safety, clinical governance, quality assurance, staff protection, training, record keeping, and the investigation of complaints, incidents or regulatory matters. Recordings that form part of a patient’s clinical record will be stored and retained in accordance with applicable legal, regulatory and data protection requirements and the 21D Privacy Policy.

If you have any concerns about your treatment or experience, our complaints policy is available on our website, and we will follow the required standards for responding and resolving issues. If you are not satisfied with the outcome of your complaint, you may refer the matter to the Dubai Health Authority medical complaints portal or seek independent legal advice.
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Intellectual Property and Patient Images

During your assessment and treatment, 21D may take photographs, videos or scans of your teeth, mouth or face for your clinical record (“Clinical Images”). Clinical Images are used and stored in accordance with the section “Data Protection and Complaints” above and 21D’s Privacy Policy and are not covered by this section.

Separately, 21D may wish to use photographs, videos or before-and-after images of you for marketing, promotional, educational or training purposes (“Patient Images”). Your acceptance of these Terms and Conditions does not, by itself, give 21D permission to use Patient Images in this way. Before any such use, 21D will ask for your specific, informed consent through its separate Image and Media Consent Form, as facial and dental images can constitute biometric personal data under the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021).

Where you have given that consent, you grant 21D a worldwide, non-exclusive, royalty-free licence to use, reproduce, adapt and publish the relevant Patient Images for the purposes, channels and period set out in your consent, without any fee or payment being owed to you. 21D is not obliged to use any Patient Images it holds, and this section does not transfer to 21D any copyright you hold in Patient Images that you created and provided yourself.

You may withdraw your consent to the use of Patient Images at any time by contacting 21D using the contact details set out in the Image and Media Consent Form and confirming which images you would like 21D to stop using. 21D will act on a valid request in accordance with applicable law and its Privacy Policy. Withdrawing your consent does not affect any use of Patient Images that took place before 21D received your request. While 21D will make reasonable efforts to remove previously published Patient Images from its own website and social media channels, it cannot guarantee the removal of material already shared with, cached or indexed by third parties, including search engines and social media platforms.

Because facial and dental imaging can itself identify you, 21D cannot guarantee that Patient Images used for training or educational purposes will be fully anonymous, even where names and other personal details have been removed.
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Dispute Resolution

These terms are governed by the federal laws and regulations of the United Arab Emirates as applied in the Emirate of Dubai, and any disputes arising hereunder shall be referred exclusively to arbitration by a single arbitrator appointed by 21D, where the arbitration shall be conducted in the English language under the rules of the Dubai International Arbitration Centre with its seat in Dubai, UAE, without prejudice to any DHCC-specific complaint or dispute resolution mechanism that may apply.
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General Terms

Nothing in these Terms & Conditions gives rights to anyone other than you and 21D, and if part of this document becomes invalid or unenforceable, the remaining terms will continue to apply.

If you have any questions about these Terms & Conditions, our team will be happy to discuss these with you.