Terms and conditions

1. Scope

These terms and conditions apply to all services provided by the companies of the Nüvodent group in their clinics, as well as to all appointments made online via our website or through third-party websites.

In these terms and conditions, "Nüvodent" refers to the company within the Nüvodent group that operates the clinic where the patient makes an appointment or receives treatment. That company is the patient's contractual counterparty. The identification details of each clinic (company name, enterprise number, address, and contact information) are set out at the bottom of these terms and conditions and are also stated on the appointment confirmation and the invoice.

Patient is defined as: any natural person who makes use of the services of Nüvodent. Other terms or agreements are only valid after explicit and written acceptance by Nüvodent.

For minor patients, these terms and conditions are accepted by the parent(s) or legal representative who exercises parental authority or guardianship. For adult patients who lack capacity, these terms and conditions are accepted by their legal representative (administrator or representative in accordance with the Patient Rights Act). This is without prejudice to the rights that the capable minor may exercise independently in accordance with that same law.

2. Appointments

2.1 Booking

Appointments can be made online (via Doctena), by phone, by email, or via WhatsApp. The patient will always receive written confirmation by email. It is up to the patient to note down this appointment as stated in this communication.

2.2 Reminder

Nüvodent sends an appointment reminder by email and/or text message. The failure to receive a reminder does not release the patient from their obligation to attend the scheduled appointment.

2.3 Relocation by Nüvodent

Nüvodent reserves the right to refuse or reschedule appointments. In such cases, the patient will be notified by telephone or email. When Nüvodent cancels or reschedules an appointment, Nüvodent undertakes to offer the patient a new appointment as soon as possible.

3. Cancellation and no-show

A scheduled appointment is reserved time in our schedule. If the patient fails to show up or cancels late, that time can no longer be given to another patient. Therefore, the conditions below apply. In all communication, please always state the patient's name and date of birth so that we can correctly identify the appointment.

3.1 Free cancellation

An appointment can be canceled or rescheduled free of charge up to more than 48 hours before the agreed time. Cancellation must be done in writing via the email address of the clinic involved, by phone, or via the Doctena link in the confirmation email (up to 72 hours before the appointment). A voicemail does not count as a valid cancellation.

3.2 Cancellation within 48 hours

In case of cancellation or rescheduling within 48 hours prior to the appointment, Nüvodent charges a compensation fee of €1 per reserved minute. For an appointment of 30 minutes, the compensation is therefore €30, for an appointment of 60 minutes €60, with a maximum of €75.

3.3 Failure to show without notice (no-show)

In case of a no-show without prior notice, regardless of the duration of the scheduled appointment, Nüvodent charges a flat-rate compensation of €75.

3.4 Compensation inning

If there is an advance payment in the patient's name, the compensation due will be offset against it. If there is no advance payment, Nüvodent will send a first free reminder. If the compensation is not paid after that, non-urgent appointments will be suspended. Urgent or medically necessary care will always be provided.

3.5 Force Majeure

In cases of force majeure (such as acute illness, an urgent family circumstance, or an accident), Nüvodent will always seek a reasonable solution in consultation with the patient. Proof may be requested.

4. Rates, quotations, and payments

4.1 Convention status and rates

Nüvodent is non-conventioned. Our rates are clearly discussed in advance for every procedure for which this is relevant. Since it is not always possible to determine in advance exactly which examinations or treatments will be necessary, an exact price cannot always be given for the initial consultation.

4.2 Validity of quotations and treatment plans

For comprehensive treatment plans, Nüvodent provides a written cost estimate (treatment plan or quotation) in advance. Unless otherwise stated on the document itself, a quotation is valid for thirty (30) calendar days from the date of issue.

After the expiration of this validity period, Nüvodent is no longer bound by the stated prices and a new estimate may be drawn up. Nüvodent also reserves the right to adjust rates, including based on changes in material costs, laboratory costs, RIZIV/INAMI nomenclature, VAT regulations, or other external parameters. Ongoing treatments for which a signed treatment plan already exists retain the originally agreed price, except in the event of demonstrable and disproportionate changes in external costs.

4.3 Reimbursement by the health insurance fund

After each treatment, the patient receives, or Nüvodent sends directly to the health insurance fund, all documents necessary for reimbursement, including for any supplementary insurance.

Nüvodent has no access to the dental records or treatment history of other healthcare providers. Consequently, we cannot verify in advance whether you have already received a refund for a specific service from another dentist or specialist within the timeframe provided by health insurance.

For some treatments, recent imaging may be clinically necessary, even when the patient has not yet reached the reimbursement period or has already received that reimbursement from another practitioner.

4.4% VAT on cosmetic treatments

Treatments with a purely aesthetic, non-therapeutic purpose are not exempt from VAT (Article 44 of the VAT Code) and are not reimbursed by health insurance. These include home bleaching and, depending on their purpose, certain veneers. Whether a treatment is classified as therapeutic or purely aesthetic depends on the specific indication. When VAT is due, this will be communicated in advance in writing in the quotation or treatment plan.

4.5 Payment

Payment is made immediately after the treatment. Payment can be made in cash or digitally at the reception desk. Bank transfers are only possible for amounts starting from €1,000.

After payment, we will automatically forward the certificates to your health insurance fund. If this is not possible due to circumstances, you will receive a paper certificate that you can submit to your health insurance fund yourself. Upon request, we can provide you with a dental care certificate at the reception desk for any supplementary dental insurance. When using the third-party payer system, you will only receive the dental care certificate.

4.6 Late payment

In the event of non-payment, Nüvodent will send a first free reminder. Thereafter, late-payment interest and recovery costs will be charged in accordance with Book XIX of the Economic Law Code. Each unpaid treatment makes all outstanding amounts immediately due and payable.

5. Treatment

5.1 Informed consent

Before each treatment, the treating healthcare provider explains in clear language what is being proposed, why, what alternatives exist, what the risks are, and what costs are involved. The treatment only begins once the patient has given free and informed consent.

5.2 Specialized treatments: separate informed consents

For specialized treatments, a heightened duty to inform applies and a separate informed-consent document is drawn up that forms an integral part of these general terms and conditions as an addendum. These include, among others:

• Implantology (dental implants, all-on-X solutions)
• Orthodontics (fixed braces, aligners)
• Endodontics (root canal treatments)
• Periodontology (surgical procedures on gums and jawbone)
• Oral and dento-alveolar surgery (surgical extractions, wisdom teeth)
• Sedation or general anesthesia
• Aesthetic treatments with VAT impact

The patient receives the relevant informed consent document prior to the treatment, is given sufficient time for reflection, and signs the document before the start. In the event of any discrepancy between these general terms and conditions and the specific informed consent, the specific informed consent shall prevail with regard to the specialized treatment.

5.3 Right of withdrawal

Dental care is custom-made care. The statutory right of withdrawal for consumers does not apply once treatment has commenced with the patient's consent, in accordance with the applicable exceptions in the Code of Economic Law.

5.4 Obligation of means

Every treatment is performed in accordance with professional standards and current scientific benchmarks. Nüvodent provides an obligation of means, not an obligation of result, unless expressly agreed otherwise in writing.

6. Unforeseen circumstances and force majeure

All circumstances that were reasonably unforeseeable and unavoidable at the time of concluding the agreement, and that make the performance thereof financially or otherwise impossible, shall be considered unforeseen circumstances. In that case, Nüvodent has the right to revise or dissolve the agreement.

Unforeseen circumstances include (without limitation): force majeure (such as epidemics or war), strikes, failure to deliver, late delivery or faulty delivery by suppliers or other engaged third parties, fire, business disruptions, power outages, failures in a (telecommunication) network or in the communication systems used, government measures, and other unforeseen circumstances of a similar nature.

7. Liability

Nüvodent and its healthcare providers are insured for professional liability. Nüvodent's liability is limited to the amount paid out by the professional liability insurance in the specific case. This limitation does not apply in the event of intent or gross negligence, nor for liability for personal injury, nor in other cases where the law prohibits a limitation of liability.

Nüvodent is not liable for indirect damages (such as loss of profit, disruption of planning, or consequential damages), nor for delays in the fulfillment of its obligations resulting from force majeure or unforeseen circumstances as described in Article 6.

8. Complaints

If the patient has a comment or complaint, they should first discuss it with the treating healthcare provider or send an email to melding@nuvodent.be. If the parties cannot reach a mutual agreement, the patient can turn to the Federal Mediation Service for Patients' Rights. More information can be found on our page Patient rights.

9. Personal Data (GDPR)

Nüvodent processes personal data in accordance with Regulation (EU) 2016/679 (GDPR) and the Belgian law of July 30, 2018. Complete information regarding which data is processed, for what purposes, how long it is retained, and what rights the patient has, can be found in our Privacy Policy.

10. Marketing: use of visual material

Nüvodent uses patient X-rays and intraoral images for educational or marketing purposes exclusively with the patient's prior, explicit consent. This consent is requested separately (opt-in via the medical history form) and can be withdrawn at any time free of charge via melding@nuvodent.be. Without this permission, the visual material will be used solely in the context of the patient's treatment. In the case of minors, permission is granted by the parent(s) or legal representative. The confidentiality of patient data is always guaranteed.

11. Validity (severability clause)

The potential invalidity, for whatever reason, of one or more (parts of) provisions of these general terms and conditions shall not affect the validity of the remaining (parts of) provisions.

12. Camera surveillance and video footage

12.1 Surveillance cameras in the clinic

Our clinic uses camera surveillance in the common areas (waiting room, entrance, hallways). This is done exclusively for the safety of patients, employees, and property, in accordance with Belgian legislation on camera surveillance (Law of March 21, 2007, and the AVG/GDPR).

The camera footage is never distributed, shared, or published, unless legally required (e.g., at the request of the police or judicial authorities). Footage is automatically deleted after a maximum of 30 days. Only authorized personnel have access to the recordings.

12.2 Prohibition of recordings by patients

Patients are strictly prohibited from taking photos or video recordings, without prior written permission from the clinic, of:

• employees or treating healthcare providers;
• other patients or visitors;
• the treatment rooms, equipment or internal operation of the clinic.

12.3 Prohibition of publication on social media

It is strictly forbidden to distribute or publish video or photographic material recorded within the clinic, with or without permission, on social media, websites, messaging apps, or any other public or semi-public platform, without prior written permission from both the clinic and all identifiable persons in the material.

This ban applies regardless of whether the footage is considered flattering or neutral.

12.4 Consequences in the event of a breach

In the event of a violation of this article, the clinic reserves the right to:

• to request the data subject to immediately delete the visual material;
• to refuse further access to the clinic;
• to take legal action based on the GDPR, the right to one's image (Article 10 of the Copyright Act), and/or other applicable legislation.

13. Applicable law and jurisdiction

All agreements with Nüvodent are exclusively subject to Belgian law applicable. In the event of a dispute, exclusively the courts of the judicial district Antwerp authorized.

14. Contact