About Us
Osseo Group is the trading name of Osseo Dental Pty Ltd (ABN 23 149 932 516).
We are a specialist distributor of medical devices and related products. Some products are manufactured by us and some are supplied by third-party manufacturers.
These Terms of Use and Purchase apply to all products, services, repairs, training, software and support supplied by Osseo Group through our website, account representatives or by any other means.
By creating an account, placing an order, requesting support or making payment, you agree to these Terms.
Creating an Account
You must create an account before viewing pricing or placing an order.
You warrant that all information you provide is accurate, complete and up to date.
You are responsible for maintaining the confidentiality of your username and password and for all activities performed using your account.
You must promptly update your account information if any details change.
Osseo Group may suspend or terminate an account where inaccurate information has been provided or where we reasonably believe an account is being used improperly.
Making an Order
All orders are made and paid through our website unless otherwise agreed in writing.
Submission of an order does not constitute acceptance by Osseo Group. We reserve the right to accept or reject any order for any reason, including but not limited to product availability, pricing errors, description errors or errors contained in the order.
Orders become final once payment in full or a lay-by deposit has been successfully received.
If an unshipped order needs to be changed, we may issue a credit and create a replacement order. Orders cannot be modified once they have been placed.
We only accept orders from mainland Australia, Tasmania and New Zealand. Orders from other locations may be declined.
Sales Contracts and Deposits
From time to time, Osseo Group may enter into a written sales contract for products, equipment, installation, training or other services.
Where a deposit is required under a sales contract, the deposit secures stock allocation, ordering, scheduling and the commitment of resources by Osseo Group.
Unless otherwise stated in writing, deposits paid under a sales contract are non-refundable.
If the customer cancels the contract, fails to complete payment, fails to obtain finance approval or otherwise does not proceed with the purchase, Osseo Group may retain the deposit to recover costs incurred in connection with the transaction.
Products ordered specifically for a customer, including special-order, custom-made or imported equipment, may not be cancelled once ordered with the manufacturer.
Nothing in these Terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable Australian law.
Products
We do our best to ensure products listed on our website are available for delivery. However, product availability cannot always be guaranteed.
If a product becomes unavailable after an order has been placed, Osseo Group may cancel the order and refund any amount paid for the unavailable product.
Osseo Group does not provide rainchecks and reserves the right to limit the sale of products to reasonable quantities.
Product images, colours and descriptions are provided for general guidance only and may differ from the actual product s
upplied due to lighting, screen settings, manufacturer revisions or other factors.
Manufacturers may change specifications, packaging, accessories and product appearance without notice.
Special Orders and Custom-Made Products
Some products are not held in stock and are ordered specifically for individual customers.
Special-order products are ordered from the manufacturer once payment has been received.
Custom-made and patient-matched products are manufactured specifically for the customer and may require records, impressions, scans or other information to be supplied.
Estimated lead times are indicative only and may vary depending on manufacturer production schedules, freight delays, customs clearance, regulatory requirements and other factors outside the control of Osseo Group.
Special-order, custom-made, imported and patient-matched products may not be cancelled once they have been ordered with the manufacturer or manufacturing process has commenced.
No return, exchange or refund will be accepted for custom-made, patient-matched or special-order products except where required by applicable Australian law.
Pricing and Tax
Osseo Group operates primarily on a pre-payment business model, which allows us to minimise credit risk and offer competitive pricing.
All prices are listed in Australian Dollars and, unless otherwise stated, are exclusive of GST.
Prices are subject to change without notice until payment has been received in full.
Prices, promotions and availability may vary between trade events, account representatives and the website.
Australian orders are subject to GST at the prevailing rate.
New Zealand customers are responsible for any duties, taxes, GST, VAT, customs charges or other fees imposed by their local authorities.
Osseo Group is not responsible for any charges imposed by customs authorities or third parties.
Payments
We offer various payment options, including:
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credit and debit card payments;
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lay-by arrangements;
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third-party finance providers;
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cash before delivery arrangements; and
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any other payment methods approved by Osseo Group.
Orders will not be shipped until full payment has been received unless otherwise agreed in writing.
Osseo Group reserves the right to refuse, restrict or withdraw any payment option at its discretion.
Lay-by
Lay-by arrangements may be offered to selected customers at the discretion of Osseo Group.
Lay-by orders require a minimum deposit and must be paid in full within the agreed period.
Products subject to a lay-by arrangement remain the property of Osseo Group until payment has been made in full.
Items cannot be added to or removed from an active lay-by order.
Failure to maintain agreed payments may be treated as cancellation by the customer.
Lay-by orders will not be shipped until payment has been received in full.
Lay-by is not available for all products and may be withdrawn at any time.
Fees and Service Charges
A surcharge may apply to certain payment methods.
Banks, finance providers and third parties may charge additional fees, foreign exchange charges or international transaction fees. These charges are outside the control of Osseo Group.
Where a customer voluntarily requests a refund, cancellation or change of mind, transaction fees and other reasonable costs incurred by Osseo Group may be deducted from any refund to the extent permitted by applicable Australian law.
Where a customer cancels a lay-by containing special-order, imported or custom-made products, Osseo Group may retain all or part of the monies paid to recover costs incurred in connection with the transaction.
Backorders
From time to time, certain products may be temporarily unavailable while awaiting replenishment from our suppliers.
Backordered products may still be purchased unless otherwise stated.
Where an order contains backordered products, Osseo Group may elect to ship available products first and supply the remaining products when they become available.
Estimated availability dates are indicative only and are subject to change without notice.
Free Shipping
Orders that qualify for free shipping under a promotion or standard offer will have the shipping fee waived in accordance with the terms of that offer.
Osseo Group reserves the right to modify or withdraw free shipping offers at any time.
Additional freight charges may apply to oversized, hazardous, remote-area or international shipments.
Shipping and Delivery
Orders will be shipped once payment has been received in full unless otherwise agreed in writing.
Products may be delivered in multiple shipments where an order contains backordered, special-order or custom-made items.
Delivery dates are estimates only and are not guaranteed.
Osseo Group shall not be liable for any delay caused by freight providers, customs authorities, manufacturers, supply shortages, weather events or any other circumstances beyond our reasonable control.
The customer is responsible for ensuring that the delivery address is suitable and accessible.
Orders will not be shipped to PO boxes, remailing services or other locations deemed unsuitable by Osseo Group.
Where installation services are included, products may be held pending the arrangement of a suitable installation date.
The customer is responsible for the cost of returning products to Osseo Group for warranty assessment, repair, calibration or other services unless otherwise required by applicable Australian law.
Once a shipment has been released to the carrier and a tracking number has been issued, Osseo Group cannot control or alter the delivery time, route, location or speed of delivery.
Changes to Delivery, Installation and Training Appointments
Where a customer requests a change to the agreed time, place or manner of delivery, installation, commissioning, training or other services after they have been scheduled or confirmed, the customer shall be responsible for all reasonable costs incurred by Osseo Group as a result of the change.
These costs may include, but are not limited to:
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freight and re-delivery charges;
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storage charges;
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labour costs;
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travel expenses;
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flights and accommodation;
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vehicle and transport costs;
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contractor charges;
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cancellation and rebooking fees; and
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any other costs reasonably incurred by Osseo Group or its representatives.
Where the customer is not ready to receive the goods or services at the agreed time, Osseo Group may delay delivery, place the goods into storage or reschedule the installation, training or service. All costs associated with such delays or changes shall be borne by the customer.
Any additional costs arising from such changes must be paid before the rescheduled delivery, installation, training or service is performed.
Site Requirements
Certain products supplied by Osseo Group require specific site conditions for safe installation and operation.
Site requirement documents may be provided during consultation and will ordinarily accompany quotations, invoices or other documentation.
The customer is responsible for ensuring that the installation site complies with all applicable site requirements, including but not limited to:
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suitable bench, floor or mounting arrangements;
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electrical supply;
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compressed air supply;
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ventilation and environmental conditions;
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network and internet infrastructure;
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physical access to the installation location; and
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any other requirements specified by Osseo Group or the manufacturer.
Installation, commissioning, training and delivery requiring attendance by Osseo Group personnel will not be scheduled until the customer has provided satisfactory evidence that the site complies with the applicable requirements.
Such evidence may include photographs, videos, measurements or other information requested by Osseo Group.
Where the installation site is found to be unsuitable or non-compliant, Osseo Group may postpone or reschedule the installation, commissioning, training or delivery until the site has been rectified.
The customer shall be responsible for all reasonable costs associated with delays, travel, accommodation, freight, labour, contractor charges, storage and rescheduling arising from an unsuitable or non-compliant site.
Osseo Group shall not be responsible for delays, additional costs, performance issues or damage arising from the customer's failure to provide a suitable installation environment.
Osseo Group reserves the right to refuse installation, commissioning, training or delivery where, in its opinion, the site is unsuitable, unsafe or does not comply with the requirements specified by Osseo Group or the manufacturer.
Store Pickup
Due to infection control requirements, regulatory obligations, security procedures and product traceability requirements, store pickup may not be available for all products.
Osseo Group reserves the right to determine the method of delivery and collection for all products.
Ownership of Goods
Risk in the goods passes to the customer upon delivery.
Ownership of the goods remains with Osseo Dental Pty Ltd until all amounts owing in respect of the goods have been paid in full.
Until ownership passes, the customer must:
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store the goods separately;
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maintain the goods in good condition;
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keep the goods adequately insured; and
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not sell, dispose of, lease, charge or otherwise encumber the goods without the prior written consent of Osseo Group.
Nothing in this section limits any rights available to Osseo Group under applicable Australian law.
Cancellations
If a customer wishes to cancel an order before shipment, Osseo Group may, at its discretion, issue a credit and assist the customer in placing a replacement order.
Special-order, imported, custom-made and patient-matched products may not be cancelled once ordered from the manufacturer or once production has commenced.
Where a customer cancels a lay-by, sales contract or order, Osseo Group may retain reasonable costs incurred in connection with the transaction.
Face-to-face training courses cancelled by the customer more than seventy-two (72) hours before the published start time may be credited towards a future course at the discretion of Osseo Group.
Osseo Group reserves the right to reschedule, delay, cancel or change the location or format of a course, training session or event. Where a customer is no longer able to attend due to such changes, Osseo Group may issue a credit towards a future event.
Returns and Exchanges
Our returns policy is in addition to any rights and remedies that cannot lawfully be excluded under applicable Australian law.
If a customer has incorrectly ordered a product, they may request a return within ten (10) calendar days of shipment.
Returned products must:
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be in unopened, unused and saleable condition;
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contain all original packaging and accessories; and
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be accompanied by a Return Authorisation issued by Osseo Group.
Approved returns will be credited to the customer's account and may only be used towards future purchases from Osseo Group.
Cash refunds are not available for change-of-mind purchases.
Custom-made, patient-matched, special-order and imported products are not eligible for return unless otherwise required by applicable Australian law.
Products purchased using finance, lay-by or other special arrangements may not be eligible for return.
Osseo Group reserves the right to refuse a return where the product has been opened, used, damaged or is otherwise unsuitable for resale.
Business Use
Unless expressly stated otherwise, products supplied by Osseo Group are intended for professional and commercial use by trained operators.
The customer acknowledges that the products are acquired predominantly for business purposes and not for personal, domestic or household use.
The customer is responsible for ensuring that products are used only by appropriately trained personnel and in accordance with the manufacturer's instructions for use.
Customer-Supplied Hardware
Where Osseo Group installs software on customer-supplied computers, servers or networks, the customer acknowledges that the age, condition, performance, operating system, cybersecurity settings and compatibility of such systems are outside the control of Osseo Group.
Osseo Group does not warrant the performance, reliability or compatibility of customer-supplied hardware or networks.
End-of-Life Products
Manufacturers may discontinue products, software or spare parts.
Osseo Group does not guarantee the future availability of replacement parts, software updates or technical support for discontinued or end-of-life products.
Where parts or support are no longer available, Osseo Group may determine that repair is not economically or technically feasible.
Training Centre and Showroom Safety
Customers, visitors and guests attending the Osseo Group training centre, showroom or other facilities must comply with all safety instructions, workplace health and safety requirements and directions given by Osseo Group personnel.
Persons who are below the minimum age at which they may lawfully be employed in New South Wales are not permitted on the premises.
Customers are required to wear appropriate clothing suitable for a laboratory and workshop environment, including enclosed footwear and attire consistent with standard laboratory practices and applicable Australian Standards.
Where prescription eyewear is worn, the customer is responsible for supplying and wearing their own protective eyewear that fits correctly over their spectacles and complies with the applicable Australian Standards.
Customers may be required to wear additional personal protective equipment, including but not limited to gloves, masks, hearing protection or protective clothing, depending on the nature of the activities being undertaken.
Customers and visitors must not operate equipment, machinery or tools unless authorised to do so and must follow all safety instructions, warning signs and directions given by Osseo Group personnel.
Osseo Group reserves the right to refuse entry to, or remove from the premises, any person who fails to comply with safety requirements or whose clothing, conduct or personal protective equipment is considered unsuitable.
Osseo Group accepts no responsibility for injury, loss or damage arising from a person's failure to comply with safety instructions, workplace health and safety requirements or applicable laws.
Customer Training and Continuing Education
Products supplied by Osseo Group are professional tools intended for use by trained operators.
Initial installation, commissioning and training are intended to provide a foundation for the safe and correct operation of the product. Training is mandatory where required by Osseo Group or the manufacturer.
The customer acknowledges that the use of CAD software, CAM software, milling machines, 3D printers and other digital manufacturing systems requires ongoing self-paced learning, continuing education and the development of underpinning knowledge relating to design principles, manufacturing techniques, workflows and industry best practices.
The successful operation of these systems depends upon operator skill and experience and may vary between users.
No representation is made that proficiency or competency can be achieved solely through the initial installation, commissioning or training provided by Osseo Group.
Osseo Group provides technical support relating to the intended operation of the products supplied. Osseo Group does not undertake to provide unlimited education, workflow development, case planning, design services or continuing professional development and accepts no responsibility for the customer's failure to acquire or maintain the knowledge and skills necessary to operate the products effectively.
Failure to undertake training, follow the manufacturer's instructions for use or develop the necessary knowledge and competency may affect Osseo Group's ability to provide warranty support, troubleshooting or technical assistance.
Osseo Group does not warrant that all users will achieve the same level of proficiency, efficiency, productivity or clinical outcomes.
The clinical evaluation of medical devices and procedures constitutes the practice of medicine and remains the sole responsibility of the treating registered professional.
Technical Support and Site Visits
Technical support provided by Osseo Group is intended to assist customers with the correct operation and troubleshooting of products supplied by us.
Remote support is always the first method of investigation and resolution. Customers may be required to install remote access software, provide photographs, videos, records, log files or perform troubleshooting steps as requested.
The customer must ensure that suitably trained personnel are available during remote support sessions and are able to demonstrate the complete workflow relating to the issue being investigated.
For certain products, Osseo Group may require the customer to return the product to our repair centre for inspection, diagnosis and testing before any further action is taken.
The customer is responsible for the cost of shipping the product to Osseo Group unless otherwise required by applicable Australian law.
If the issue is determined to be covered by warranty, Osseo Group may, at its discretion, repair, replace or return the product at its expense.
Osseo Group reserves the right to determine the most appropriate method of investigation, repair or support.
An on-site visit will only be considered where an actual fault or issue has been observed and where Osseo Group reasonably determines that the issue cannot be investigated or resolved remotely or at our repair centre.
Osseo Group reserves the right to refuse or postpone a site visit where sufficient information has not been provided or where the issue has not been reproduced or demonstrated.
If an on-site visit is requested by the customer and no fault with the product is found, or the issue is determined to be related to training, workflow, third-party products, unsupported configurations or user error, the customer will be responsible for all associated labour, travel, accommodation and other costs at the prevailing rates.
Any advice provided by Osseo Group is general in nature and relates only to the intended operation of the product.
Clinical evaluation, treatment planning and patient management remain the sole responsibility of the treating registered professional.
Modifications and Unsupported Configurations
Products supplied by Osseo Group are intended to be used in accordance with the manufacturer's instructions for use and with manufacturer-validated materials, software and configurations.
Any unauthorised modification, alteration or repair of a product by a person or entity other than Osseo Group or the original manufacturer may affect the safety, performance and regulatory status of the device and may void any applicable warranty.
Osseo Group reserves the right to refuse warranty claims, technical support or service for products that have been modified or used outside their validated configuration.
Technical support for milling machines and 3D printers is provided only when using manufacturer-validated materials, accessories, software, milling strategies and print profiles.
Osseo Group does not provide support for issues arising from the use of third-party, unsupported or customer-developed materials, accessories, profiles, software or configurations.
Support provided for unsupported configurations is entirely at the discretion of Osseo Group and may be charged at the prevailing non-warranty support rate.
Warranty
Unless otherwise specified by the manufacturer, Osseo Group warrants that products supplied by us will conform to the manufacturer's specifications and be free from defects in materials and workmanship for a period of three hundred and sixty-five (365) days from the date of shipment.
If a product fails during the applicable warranty period, the customer may submit a fault assessment request and return the product to Osseo Group for inspection.
Following assessment, Osseo Group may, at its discretion and subject to applicable Australian law, repair the product, replace the product, replace the defective part or provide a credit or refund.
Warranty does not cover:
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normal wear and tear;
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consumable components;
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routine maintenance and calibration;
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cosmetic damage;
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damage caused by neglect, misuse, abuse or improper storage;
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failure to follow the manufacturer's instructions for use;
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failure to replace consumable components or perform recommended maintenance;
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accidental damage;
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power surges, environmental conditions or external causes;
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damage caused by incorrect installation, transportation or handling;
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damage caused by the customer, patient or any third party;
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products that have been altered, modified or repaired by any person other than Osseo Group or the original manufacturer;
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products used with unsupported materials, accessories, software, operating systems or hardware;
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products operated outside their manufacturer-validated configuration;
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defects or failures arising from incorrect records, instructions or files supplied by the customer;
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labour costs, downtime, loss of production or consequential losses incurred by the customer.
Nothing in these Terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable Australian law.
Non-Warranty Repairs
Where a repair is not covered by warranty, the customer will be responsible for all costs associated with inspection, diagnosis, labour, replacement parts, freight and other reasonable expenses incurred by Osseo Group.
Inspection and labour charges are non-refundable, including where a product is found to be beyond economical repair or replacement parts are unavailable.
Non-warranty repairs carry a ninety (90) day warranty on workmanship and replacement parts installed as part of the repair only, unless otherwise stated in writing.
This warranty is limited solely to the specific parts replaced and the workmanship performed during the repair.
Osseo Group does not warrant the condition, performance or continued operation of any components not repaired or replaced, nor does it warrant the overall functionality, reliability or fitness for purpose of the device following repair unless expressly stated in writing.
Where a device contains multiple faults, the rectification of one fault does not imply that other existing or latent faults have been identified or corrected.
Osseo Group reserves the right to use new, used, refurbished or reconditioned parts when performing repairs.
There is no guarantee that replacement parts will remain available for discontinued or end-of-life products.
Repair Parts
When performing repairs, whether under warranty or otherwise, Osseo Group may use new, used, refurbished or reconditioned parts.
Replacement parts used by Osseo Group will be of suitable quality and performance as determined by Osseo Group or the original manufacturer.
Osseo Group does not guarantee the continued availability of parts for discontinued, obsolete or end-of-life products.
Consumables
Consumable items including burs, filters, lamps, resin tanks, tubing, belts, seals, O-rings, batteries and similar items are subject to wear and are not covered by warranty unless otherwise required by applicable Australian law.
Software and Firmware Updates
Software and firmware updates provided by manufacturers may alter features, workflows, user interfaces, compatibility or performance.
Osseo Group does not guarantee that future versions of software or firmware will maintain compatibility with previous versions, third-party products or customer workflows.
Customers are responsible for ensuring that appropriate backups are maintained before performing software or firmware updates.
Osseo Group shall not be responsible for issues arising from software or firmware updates supplied by third-party manufacturers.
Laser Calibration
Annual calibration, preventative maintenance and certification services are not covered by product warranties or extended service agreements unless expressly stated in writing.
Calibration fees include the inspection, calibration and return of one unit.
If a product fails calibration, the customer will be provided with the option of:
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proceeding with the recommended repair; or
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authorising further investigation at the non-warranty repair cost.
Calibration fees are non-refundable regardless of the outcome of the calibration.
The customer is responsible for ensuring that all accessories and components required for normal operation are supplied with the unit when submitted for calibration.
Loan Equipment
From time to time, Osseo Group may, at its sole discretion, provide loan equipment, demonstration equipment or trial units.
Loan equipment is provided as a courtesy only and is subject to availability. Osseo Group is under no obligation to provide a loan unit.
A security deposit or bond may be required before the release of any loan equipment.
Loan equipment remains the property of Osseo Group at all times.
The customer is responsible for ensuring that loan equipment is used correctly and only by appropriately trained personnel.
The customer shall be responsible for any loss, damage, misuse or deterioration beyond normal wear and tear.
If the loan equipment is not returned by the agreed date, Osseo Group may:
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retain the security deposit;
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invoice the customer for the replacement cost of the equipment;
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recover any freight, labour or other costs incurred; and
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refuse future requests for loan equipment.
Loan equipment supplied may differ in age, specification or appearance from the customer's original product.
Promotions and Discounts
From time to time, Osseo Group may offer promotions, discounts, rebates or special pricing.
Unless expressly stated otherwise, promotions and discounts cannot be used in conjunction with any other offer.
Promotions apply only during the advertised period and may be withdrawn, modified or corrected at any time.
Failure to apply a promotional code, coupon or discount during the transaction does not entitle the customer to a retrospective discount.
Unless otherwise stated, promotions exclude custom-made devices, patient-matched products and any products specifically identified by Osseo Group.
Promotions have no cash value and are not transferable.
Volume Discounts
Volume pricing and commercial discounts are offered at the sole discretion of Osseo Group.
The customer acknowledges that prices quoted by Osseo Group represent the final offer unless otherwise agreed in writing.
Osseo Group reserves the right to decline requests for additional discounts, rebates or concessions.
Nothing in these Terms obliges Osseo Group to provide future discounts based upon previous pricing or purchasing history.
Restrictions
Certain products, services, promotions and payment options may be restricted or unavailable.
Lay-by arrangements are not available on all products and may be excluded from:
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clearance items;
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discontinued products;
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chemicals;
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custom-made devices;
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patient-matched devices;
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prepaid vouchers;
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special promotions; and
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any products identified by Osseo Group.
Osseo Group reserves the right to reject any request for a refund, exchange, credit, warranty claim or future order where products have been used contrary to the manufacturer's instructions for use or where the safety, performance or regulatory status of the product may have been compromised.
Osseo Group reserves the right to refuse future orders or discontinue services where repeated misuse, unsupported use or failure to follow instructions creates an unacceptable risk to patient safety, product performance or regulatory compliance.
Registrations
Products supplied by Osseo Group are registered and supplied in accordance with applicable Australian laws and regulations, including the Therapeutic Goods Act 1989 where applicable.
Registrations, approvals and classifications are accurate at the time of supply but may change due to manufacturer updates, regulatory changes or other circumstances beyond the control of Osseo Group.
Osseo Group reserves the right to discontinue, modify or withdraw products where required by regulatory authorities, manufacturers or applicable law.
Records
Certain products and services require the submission of records, impressions, scans, photographs or other information.
The customer is responsible for ensuring that all records submitted are accurate, complete and representative of the patient's current condition.
Osseo Group may review submitted records and request additional information where required. Failure to provide suitable records may delay or prevent manufacture.
Rejected records and requests for replacement records are made at the discretion of Osseo Group and are intended to ensure product quality and patient safety.
Products manufactured from incorrect, incomplete or inaccurate records are the responsibility of the customer where the product conforms to the records supplied.
Osseo Group shall not be liable where a product fits the model, scan or records provided but does not fit the patient.
Alginate impressions, stone models, metal impression trays and other unsuitable materials may be rejected or disposed of.
Submitted records and materials may be retained, archived or disposed of at the discretion of Osseo Group and will not be returned.
Secure Online Shopping
Osseo Group uses commercially reasonable security measures to protect information transmitted through our website.
The customer is responsible for maintaining the confidentiality of usernames and passwords and accepts responsibility for activities performed under their account.
While reasonable measures are taken to secure information, no website, software or communication system can be guaranteed to be completely secure.
Osseo Group does not guarantee that files, downloads or linked websites are free from viruses, malware or other harmful code.
The customer assumes all risks associated with the use of our website and online services.
Card Information
Payment information is processed using secure third-party payment providers.
Osseo Group does not store complete credit card details.
Osseo Group has access only to limited payment information necessary to identify transactions and provide customer support.
The customer acknowledges that payment processing services are provided by third parties and are subject to the terms and security measures of those providers.
Third-Party Content
Our website, publications and communications may contain information provided by manufacturers or hyperlinks to third-party websites.
Such information is provided for convenience only.
Osseo Group does not control and is not responsible for third-party content, products, services or websites and does not necessarily endorse them.
Customers access third-party information and websites at their own risk.
Privacy
Osseo Group collects, stores and uses information for the purposes of:
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processing orders;
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providing technical support;
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managing repairs and warranty claims;
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complying with legal and regulatory requirements;
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improving products and services; and
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communicating with customers regarding products and services.
Information may be shared with manufacturers, suppliers, regulatory authorities, service providers and other parties where reasonably necessary to provide products, support or comply with applicable laws.
If required information cannot be obtained, Osseo Group may be unable to provide products, services or ongoing support.
Personal information will be handled in accordance with applicable privacy laws and Osseo Group's Privacy Policy.
Photography and Media
Photographs and videos may be taken during courses, events and training sessions.
By attending such events, customers consent to the use of photographs and video recordings for educational, promotional and marketing purposes unless they notify Osseo Group otherwise in writing before the event.
Recorded Calls
Telephone calls made to or from Osseo Group support lines may be monitored and recorded for training, quality assurance, regulatory compliance and dispute resolution purposes.
Recordings may be retained as part of the customer's account history.
By communicating with Osseo Group, the customer acknowledges and consents to the recording of telephone conversations where permitted by applicable law.
Data Backup
Customers are responsible for maintaining backups of:
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patient records;
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scans;
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design files;
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software settings;
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databases; and
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all other electronic data.
Osseo Group shall not be responsible for any loss, corruption or recovery of data.
Customers are encouraged to maintain appropriate backup and disaster recovery procedures.
Cybersecurity and Networks
Osseo Group is not responsible for failures arising from:
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customer networks;
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internet service providers;
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Wi-Fi coverage;
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firewalls;
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antivirus software;
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cybersecurity incidents;
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ransomware;
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operating systems;
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network switches and routers;
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third-party IT systems; or
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other infrastructure outside the control of Osseo Group.
The customer is responsible for maintaining suitable cybersecurity, network infrastructure and data protection practices.
Osseo Group does not guarantee compatibility with all third-party hardware, software or network environments.
No Guaranteed Outcomes
Osseo Group does not warrant clinical outcomes, treatment outcomes, manufacturing outcomes, fit, aesthetics, profitability or any other result arising from the use of products or services supplied by us.
The successful use of medical devices and digital manufacturing systems depends on many factors outside the control of Osseo Group, including operator skill, training, materials, patient-specific factors, environmental conditions and workflow.
Clinical evaluation, treatment planning and patient management remain the sole responsibility of the treating registered professional.
No Throughput Guarantees
Published production times, print times, milling times, turnaround times and other performance figures are estimates only.
Actual results may vary depending upon materials, case complexity, environmental conditions, maintenance, operator skill and other factors.
Osseo Group does not warrant any minimum level of productivity, throughput, profitability or production capacity.
Limitation of Liability
To the maximum extent permitted by applicable Australian law, Osseo Group shall not be liable for any indirect, incidental, special or consequential loss or damage arising from the supply, installation, use or inability to use any product or service.
This includes, but is not limited to:
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loss of revenue;
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loss of profit;
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loss of production;
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loss of opportunity;
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loss of goodwill;
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rescheduled appointments;
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loss of data;
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business interruption;
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replacement labour costs;
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freight costs;
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costs associated with outsourcing work;
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travel expenses;
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accommodation costs; and
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claims made by third parties.
Nothing in these Terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable Australian law.
Indemnity
The customer indemnifies and holds harmless Osseo Group, its officers, employees and representatives against any claim, loss, liability, cost or expense arising from:
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misuse of products;
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unauthorised modifications;
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unsupported materials or configurations;
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incorrect records supplied by the customer;
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failure to follow instructions for use;
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clinical decisions;
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patient treatment; and
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any act or omission of the customer or third parties.
Uncollected and Abandoned Property
Any products, equipment, accessories or other property held by Osseo Group, whether for repair, assessment, calibration, storage, warranty investigation, installation, collection or following the completion of an order, remain the responsibility of the customer.
Once a product is ready for collection, shipment or further instructions, Osseo Group will notify the customer using the contact details held on the customer's account.
If the property remains uncollected or unpaid for more than ninety (90) days after notification, Osseo Group may charge reasonable storage fees.
If the property remains uncollected or unpaid for more than one hundred and eighty (180) days after notification, and reasonable attempts to contact the customer have been unsuccessful, the property will be deemed abandoned.
In such circumstances, Osseo Group may, at its discretion and to the extent permitted by applicable Australian law, dispose of, recycle, sell or otherwise deal with the property to recover storage, labour and other costs incurred.
References to property in this section include products, accessories, handpieces, cables, power supplies, shipping cases, consumables and any other items supplied with or accompanying the product.
The customer releases Osseo Group from any claim arising from the disposal or sale of abandoned property carried out in accordance with this section.
Any surplus funds remaining after recovery of reasonable costs will be dealt with in accordance with applicable Australian law.
Force Majeure
Osseo Group shall not be liable for any delay, interruption or failure to perform its obligations where such delay, interruption or failure results from circumstances beyond its reasonable control.
These circumstances include, but are not limited to:
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acts of God;
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fire;
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flood;
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explosion;
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severe weather;
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war;
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terrorism;
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civil disturbance;
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industrial action;
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labour shortages;
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transportation delays;
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quarantine restrictions;
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epidemics or pandemics;
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acts of government or regulatory authorities;
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manufacturer or supplier defaults;
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shortages of parts or raw materials;
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cyber attacks;
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ransomware incidents;
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freight disruptions; and
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any other event beyond the reasonable control of Osseo Group.
Entire Agreement
These Terms constitute the entire agreement between the parties and supersede all prior discussions, negotiations, representations and understandings relating to the products and services supplied by Osseo Group.
No statement, promise or representation made by any employee, representative or third party shall form part of these Terms unless confirmed in writing by Osseo Group.
No Waiver
Failure by Osseo Group to exercise or enforce any right under these Terms shall not constitute a waiver of that right.
Any waiver by Osseo Group must be in writing and applies only to the specific matter for which it is given.
A waiver of one breach shall not constitute a waiver of any subsequent breach.
Governing Law
These Terms are governed by the laws of New South Wales, Australia.
The parties submit to the exclusive jurisdiction of the courts of New South Wales.
Severability
If any provision of these Terms is held to be invalid, illegal or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.
Revisions to these Terms
Osseo Group may revise these Terms from time to time.
Any revised Terms become effective upon publication and apply to future orders, products and services supplied after the date of publication.
Continued use of our products, services or website constitutes acceptance of the revised Terms.