Terms and Conditions

TERMS AND CONDITIONS OF CARE

Zenclinic Servicios Odontológicos Zenclinic SpA · Tax ID (R.U.T.) 76.311.835-5 Av. La Dehesa 440, office 303, Lo Barnechea, Santiago, Chile Health authorization SEREMI de Salud RM, Resolution No. 2313117098

Version 2.0 · In force since July 18, 2026 Replaces all prior versions.

Courtesy translation. This English version is provided solely to help our English-speaking patients understand these Terms. The official and governing version is the Spanish one, available at zenclinic.cl. In the event of any discrepancy, the Spanish version prevails. This document and the patient relationship are governed by Chilean law and subject to the jurisdiction of the Chilean courts.

1. Who we are and what this document governs

Zenclinic is the trade name of Servicios Odontológicos Zenclinic SpA, Tax ID (R.U.T.) 76.311.835-5, a private institutional healthcare provider, with address at Av. La Dehesa 440, office 303, Lo Barnechea, Santiago, and a valid health authorization granted by the SEREMI de Salud of the Metropolitan Region through Resolution No. 2313117098.

Hereinafter, “Zenclinic”.

These Terms and Conditions govern the relationship between Zenclinic and the persons who request or receive dental and facial aesthetic care at its premises. They apply to the initial evaluation, the diagnostic studies, the treatment plans, and all services performed.

These Terms are complemented by the Informed Consent for each procedure, by Zenclinic’s Privacy and Personal Data Processing Policy, by the treatment estimate accepted by the patient, and by Zenclinic’s Internal Care Regulations (which Law No. 20,584 requires institutional providers to have regarding their patients). These Terms complement those documents and do not replace them.

In the event of a contradiction between these documents, the applicable mandatory legislation prevails first, and then the document specific to the matter: the Informed Consent on clinical aspects, the estimate on services, amounts, and payment methods, and the Privacy Policy on personal data processing. None of these documents may limit the patient’s non-waivable rights.

Each invasive or high-risk procedure has its own informed consent, which details what it consists of, its alternatives, its risks, its subsequent care and, where applicable, the products used and their expected duration. This is the case, among others, of implants, surgeries, root canals, and facial aesthetics.

2. Acceptance

The patient accepts these Terms by expressly accepting them in Zenclinic’s Intake Form and Health Declaration, or by accepting an estimate, whichever occurs first. In the case of a minor, acceptance is given by their parent or legal representative.

These Terms and the Privacy Policy are permanently available at zenclinic.cl, where the patient may consult and download them before accepting them and at any time thereafter. Zenclinic keeps a record of the version accepted, the date, and the email of the person who accepts.

Applicable version. The evaluation is governed by the version of these Terms in force when it is booked or paid for. Each treatment is governed by the version in force and accepted when its estimate is approved. Services or stages contracted subsequently may be governed by a more recent version, provided it is disclosed and accepted before being contracted.

These Terms are available to the patient at zenclinic.cl before booking and are expressly accepted in the Intake Form and Health Declaration, before clinical care. Online payment for the evaluation reserves only the assigned time block (Section 9.1).

If the patient does not accept. If the patient does not accept these Terms and the Privacy Policy, Zenclinic may not begin non-urgent dental care, without prejudice to the care the law requires it to provide in an emergency. Refusal to accept generates no charge or penalty, and amounts paid for services not performed are refunded in accordance with Section 15.

3. Nature of the service

Dental and facial aesthetic treatments constitute an obligation of means and not of result. Zenclinic and its professionals undertake to act in accordance with the lex artis, with the diligence required according to the circumstances of the case and using the clinically indicated and reasonably available means. This provision does not exclude any liability arising from errors of diagnosis, execution, information, or follow-up.

Each person’s biological response is individual. Factors such as anatomy, bone quality, the condition of the gums, parafunctional habits (for example, bruxism), smoking, certain systemic diseases, medications in use, and the patient’s adherence to instructions and check-ups directly influence the result and do not depend on the treating team.

Zenclinic does not guarantee a specific aesthetic or functional result, nor the absence of complications. Projections, digital simulations, and try-in mock-ups are planning and communication tools: they do not constitute a contractual promise of result, and the patient will be so informed before accepting them.

4. Intake Form and Health Declaration

Before their first visit, every patient must fully and truthfully complete Zenclinic’s Intake Form and Health Declaration. This is the same form through which the patient accepts these Terms (Section 2), and it is sent in advance of the appointment.

The duty of truthfulness applies to all the health information the patient declares in it.

The information provided is essential to plan a safe treatment. The omission or falsehood of relevant history (systemic diseases, allergies, anticoagulants, bisphosphonates, immunosuppressants, pregnancy, among others) may alter the diagnosis, compromise the safety of the procedure, and affect the result.

Validity of the declaration. The Health Declaration is valid for 12 months. Zenclinic will ask the patient to complete it again once that period has elapsed since the last one. Notwithstanding the foregoing, it is the patient’s responsibility to inform Zenclinic, as soon as they occur and even if the 12 months have not elapsed, of any change in their health status, medications, allergies, a pregnancy, or other relevant history. Zenclinic may require an updated declaration as a condition for continuing care safely.

Zenclinic may suspend or not begin care while it does not have a complete health declaration. When there are objective grounds to believe that the declaration is incomplete or inaccurate, Zenclinic will ask the patient to clarify or update it before continuing, unless immediate measures are necessary to safeguard their safety. Zenclinic will not be liable for clinical consequences directly attributable to health history that the patient omitted, falsely declared, or did not update in a timely manner, and in such case the warranty in Section 13 will not apply to those consequences.

5. Informed consent

Before any procedure, the patient will receive clear information about their diagnosis, the treatment alternatives, the risks and benefits of each one, the subsequent care, and the associated cost. The patient has the right to ask all the questions they need and to take the time they require to decide.

For surgical interventions, invasive procedures, sedation and, in general, any procedure that involves a relevant and known risk, consent will be given in writing, in a specific document signed by the patient and the treating professional, in accordance with Law No. 20,584.

The patient may reject a treatment or revoke their consent at any time, without stating a cause. In that case, they will be informed of the clinical consequences of their decision, it will be recorded in their file, and the refund policy of Section 15 will apply. While the patient does not give the corresponding informed consent, Zenclinic will not begin non-urgent clinical care.

6. Minors and persons who require support

Care for persons under 18 requires the authorization of their parent, guardian, or legal representative, who must sign the health declaration and the informed consent. The minor will be heard and their opinion considered according to their age and maturity.

Facial aesthetics: reserved for persons over 18. Facial aesthetic treatments for aesthetic purposes are strictly reserved for persons over 18 years of age. Zenclinic does not perform them on minors.

The only exception is cases of reconstructive or therapeutic clinical indication (for example, sequelae of trauma, congenital malformations, or medical conditions that require it), which must have, cumulatively:

the evaluation and reasoned justification of a clinical board of the treating team, recorded in the patient’s file;
the written informed consent of the parent or legal representative; and
the opinion of the minor, heard and considered according to their age and maturity.

The mere request of the minor or their legal representative is not sufficient: the indication must be clinical and well-founded. No aesthetic reason justifies these procedures on a minor.

Presence of the legal representative. Every patient under 18 must attend their appointments accompanied by their parent, guardian, or legal representative, who must be present during care, without prejudice to the special conditions of the surgical operating room (Section 8). Without their presence, Zenclinic will not begin the service, unless immediate measures are necessary to attend to an emergency and safeguard the minor’s safety.

In the case of persons with disabilities or who require support for decision-making, Zenclinic will provide information in understandable formats and will deal with the legally designated person when appropriate, always respecting the patient’s dignity and autonomy.

7. Coexistence, respect, and continuity of care

The relationship between Zenclinic and its patients is governed by Law No. 20,584, on the rights and duties of persons in relation to actions linked to their healthcare. The text is available at https://www.minsal.cl/derechos-y-deberes-de-los-pacientes/ and a copy is kept visible in the clinic.

In particular, the patient and their companions must:

Treat the clinical team, administrative staff, other patients, and anyone present in the clinic with respect.
Take care of the facilities, furniture, and equipment.
Provide truthful information about their identity, address, and health status.
Comply with the care, hygiene, and check-up instructions received from their specialist.

Zenclinic has a legal duty to protect its workers from conduct of violence or harassment, including that exercised by third parties outside the employment relationship (Law No. 21,643). Consequently, in the event of serious disrespectful treatment, verbal or physical aggression, or intentional damage to the facilities, Zenclinic may terminate the care relationship through a disciplinary discharge, in accordance with Article 35 of Law No. 20,584.

Before applying this measure, Zenclinic will keep a written record of the fact, notify the patient and, when the situation allows, give them an opportunity to correct their conduct. The decision will be communicated in writing and on reasoned grounds.

This measure may not be based on the filing of complaints, requests for information, the exercise of rights, or disagreements expressed respectfully.

Except in the event of an immediate risk to the safety of persons, termination will be communicated with reasonable notice, during which the essential clinical measures will be taken to avoid harm resulting from the interruption. Zenclinic will give the patient their clinical record, their images, and a report of their current status, so that they can continue their treatment with another provider without losing their case information. The refund policy of Section 15 will also apply.

Disciplinary discharge will not prevent the adoption of the immediate and reasonable measures required by an emergency occurring while the patient is on the premises, within the establishment’s resolving capacity.

8. Companions and capacity

Zenclinic distinguishes three spaces, with different rules according to their safety and asepsis conditions.

In the waiting room. So as not to exceed capacity or affect the comfort of other patients, each patient may remain accompanied by a maximum of one person in the reception area.

In the treatment room (box). The clinical rooms have limited capacity and must maintain asepsis and privacy conditions. For that reason, as a general rule, care is provided alone with the patient. The following may enter the room with one companion, without needing to justify it:

Minors, together with their parent or legal representative.
Persons with disabilities, together with their companion or personal assistant, as well as those who use an assistance animal.
Older persons or those who, due to their health condition, require support.
Those who request company for reasons of anxiety, language, or another reasonable need, subject to the availability of the room.

Necessary support. Support that is necessary for reasons of disability, communication, or support in decision-making is not subject to availability, and may exceptionally include more than one person when this is indispensable (for example, a personal assistant and an interpreter).

Outside those cases, entry to the room is limited to a single companion. If, for reasons of asepsis or safety, the clinical team must ask the companion to wait outside the room during a specific procedure, the reason will be explained, an alternative will be sought, and it will be recorded.

In the surgical operating room. As it is the area with the highest demand for asepsis and safety, the patient enters alone. The companion does not access the operating room during the intervention; they may wait in reception and reunite with the patient in the recovery stage. Assistance animals are not allowed in the operating room.

The exception is minor patients and dependent persons who require support: in those cases, the clinical team may authorize their parent or representative to accompany the preparation and the anesthetic induction, complying with the asepsis measures indicated. Once induction has begun, the companion will withdraw when the team indicates, and will not remain during the surgical act. The safety of the patient and the asepsis of the procedure prevail in every decision, and the team may suspend the accompaniment if either of the two requires it.

9. Scheduling, reservation payments, delays, and no-shows

9.1 The evaluation

To book their first appointment, the patient pays CLP 20,000. This payment constitutes the reservation of the assigned time block with a specific specialist and is applied in full to the value of the evaluation, which is a complete clinical service.

If the patient decides to be treated at Zenclinic, the amount is applied in full to their treatment: they will only pay the difference. This credit is a commercial benefit associated with the plan presented to them, not a balance in the patient’s favor, and is valid for 30 calendar days from the evaluation, in line with the validity of the study and the estimate (Section 10). After that period, the patient fully retains the result of their evaluation and their treatment plan, which are theirs.

The evaluation includes a complete clinical examination, analysis of the case, and a personalized treatment plan with its estimate. It also includes a 3D intraoral scan when clinically indicated, according to the specialty and the case. It does not include X-rays: if the specialist prescribes them, they are taken at a radiology center and paid for separately.

Payment is made at the time of booking, via Webpay or electronic transfer.

9.2 Cancellations and rescheduling

The patient may cancel or reschedule their appointment with at least 12 continuous hours’ notice, at no cost. In that case, the amount paid remains available to book a new appointment.

Rescheduling with timely notice may be exercised once. If, after rescheduling, the patient still cannot attend, or if they prefer not to reschedule, they may request a refund of the amount paid in accordance with Section 15.

If the patient does not attend, or gives less than 12 hours’ notice, Zenclinic may apply, as compensation for the unused scheduling block, and only for it:

the value assigned in the estimate to the reserved session; or
if that session does not have an individual value, the reservation amount disclosed at booking and accepted in accordance with Section 2 (in the case of the evaluation, its CLP 20,000).

Under no circumstances will the balance paid for other services be withheld, nor for future stages of the treatment, nor any amount exceeding the value of the missed session. Zenclinic reserves a specific time with a specific specialist, and that time cannot be reassigned to another patient with such short notice: the compensation covers that harm and nothing more.

Exceptions. The retention will not apply, or the corresponding part will be refunded, when the block has been reassigned to another patient, or when the no-show is due to an act of God, force majeure, or a documented medical emergency.

This retention is not a charge for a service not performed, but a previously disclosed compensation, proportional to the actual harm and accepted by the patient as part of these Terms (Section 2). It applies as an exception to Section 15.2.

9.3 Delays

Zenclinic reserves specific time blocks for each patient. If the patient arrives more than 10 minutes late, the specialist will assess whether the remaining time allows the service to be performed safely and with quality. If not, the appointment will be rescheduled.

In that case, the amount paid is kept in full and applied to the new appointment. The patient arrived, and Zenclinic does not withhold their money for a delay. Rescheduling due to delay may be exercised once; from the second delay that prevents care, the appointment may be treated as a no-show for the purposes of Section 9.4, unless the delay is due to an act of God or force majeure, or Zenclinic was also delayed that day.

Reciprocally, if care begins more than 20 minutes late due to causes attributable to Zenclinic, the patient may choose to wait, to reschedule at no cost, or to cancel the appointment with a full refund of the amount paid.

9.4 Repeated no-shows

Repeated no-show means the occurrence of two or more no-shows without timely notice within a period of 12 months.

In that case, to resume scheduling the patient must pay a reactivation fee of CLP 30,000, which compensates for the scheduling blocks actually lost and the cost of reorganizing their treatment planning.

This amount is applied in full to any treatment the patient carries out at Zenclinic within 30 calendar days of its payment: if they continue treatment, they will only pay the difference. If they decide not to continue, the fee is not refunded, because it compensates for harm already caused.

Relationship with Section 9.2. This fee and the compensations of Section 9.2 do not accumulate on the same harm. If, for a no-show, Zenclinic already applied the value of the session, that block is compensated and the fee does not charge it again. The fee operates in respect of no-shows that did not give rise to a prior application, which are most of those that occur during an ongoing treatment, where sessions are not paid for one by one.

This fee is disclosed before its payment, is proportional to the cost of the blocks actually lost and not compensated, and does not constitute a penalty. It applies as an exception to Section 15.2.

10. Studies, estimates, and modifications to the plan

10.1 Studies

The diagnostic studies performed at Zenclinic are presented and explained to the patient at an appointment coordinated according to the complexity of the case, which may be in person or by video call. The delivery of the study and its estimate does not have a fixed timeframe: it takes the time the study clinically requires, longer in cases that need a multidisciplinary analysis or the evaluation of other Zenclinic specialists, and depends on the patient having undergone all the requested exams, especially the radiological ones. Zenclinic will inform the patient of the estimated delivery time. The modality is agreed with the patient and the session is recorded in their clinical file. Video calls are not recorded, except with the patient’s separate and express consent for a defined purpose.

Studies and their associated estimates are valid for 30 calendar days from their delivery to the patient. After that period they lose validity, because the patient’s clinical condition and the laboratory and supply costs may have changed in the meantime.

Even within the validity period, the start of treatment is always subject to the re-evaluation of the treating specialist, who will confirm that the patient’s clinical condition is maintained and that the diagnosed plan is still appropriate. This re-evaluation is free of charge for the patient. If it reveals changes, the procedure of Section 10.3 will apply.

If treatment cannot begin within the validity period due to causes attributable to Zenclinic, the estimate will retain its value during the additional period disclosed to the patient, except for duly justified clinical changes.

Once accepted by the patient and confirmed by the specialist, the study constitutes the guideline for the treatment to be performed at Zenclinic.

10.2 Estimates

Every treatment is carried out on the basis of a written estimate, which details the services and the value of each one or of each stage (which allows any refund to be calculated objectively), the payment methods, the estimated timeframes, and the applicable warranties. The estimate is valid for 30 calendar days from its delivery to the patient, and its execution is subject to the patient’s acceptance and the specialist’s re-evaluation.

The timeframes indicated are estimates and may vary for clinical reasons or laboratory times.

10.3 Modifications

The treatment plan may require modifications when, during its execution, clinical conditions not visible in the initial diagnosis are detected, when the patient’s individual biological response —which no treatment can guarantee— so requires, or when the patient interrupts the treatment in a way that requires repeating or redoing stages already performed. These adjustments may have associated costs.

No modification of services or prices will be applied unilaterally. Any modification will be communicated to the patient in writing, with its clinical justification and its cost, and will require the patient’s express acceptance through a supplementary estimate. The patient may accept it, request alternatives, or terminate the treatment in accordance with Section 15.

Findings during a procedure. If, during a procedure already begun, an unforeseen clinical finding appears, the professional will perform only the measures indispensable to leave the patient in a safe and stable condition, will document the finding in the file, will inform the patient, and will present the alternatives with their estimate. No additional intervention that is not necessary for the patient’s immediate safety will be performed without their consent.

11. Continuity of treatment

The success of a dental treatment depends on it being completed within the timeframes and stages planned by the clinical team. The patient undertakes to attend the scheduled sessions and check-ups and to follow the care and hygiene instructions they receive.

If the patient interrupts or suspends their treatment, Zenclinic will inform them in writing of the foreseeable clinical consequences of that interruption. Zenclinic is not liable for the deterioration of oral health or for the failure of treatments that were not completed by the patient’s decision, no-show, or lack of adherence, when that deterioration or failure is a direct consequence of the interruption.

When resuming an interrupted treatment, the specialist will carry out a new evaluation. If the clinical condition changed, it may be necessary to adjust the plan or repeat stages. In such case, the procedure of Section 10.3 will apply.

Treating professional. The patient has the right to know at all times the name and specialty of the professional treating them.

If the treating specialist cannot continue the treatment for reasons unrelated to the patient (termination of their relationship with the clinic, illness, leave, or other), Zenclinic will assign another specialist in the same area and of equivalent competence, will inform the patient in writing before the next session, and will provide the continuity of their plan and their file. If the patient does not accept the change, they may terminate the treatment in accordance with Section 15, at no additional cost for that reason.

12. Temporaries, aligners, and laboratory work

Temporary restorations. Temporary restorations are, by definition, temporary and designed to last the time between treatment stages. They have a warranty of 30 calendar days, which is automatically extended when the temporary phase must last longer for reasons of the treatment plan itself or for causes attributable to Zenclinic or its laboratory. Once the covered period has expired, their repair or replacement has a cost for the patient only when the failure is attributable to improper use, trauma, or non-compliance with instructions, and not when it derives from a deficiency of execution. Temporaries require special care, which is given to the patient in writing.

Aligners. When the aligners arrive at Zenclinic, the patient will be informed and their installation appointment coordinated. The patient must attend that appointment within 30 calendar days of the notice. Teeth move naturally over time, so a prolonged delay may cause the aligners to no longer fit and require redoing the scan and manufacturing a new set. The cost of the additional aligners necessary for this reason will be borne by the patient, and will be disclosed before ordering them. If the delay is attributable to Zenclinic, the cost will be borne by the clinic.

Laboratory work. Custom work (crowns, veneers, prostheses, surgical guides, implant components, aligners) is manufactured to the patient’s measure, is not reusable, and is ordered only once the estimate is approved. For the purposes of Section 15, only its actual, non-recoverable, and documented cost will be deducted.

Elements paid for by the patient. Custom elements the patient has paid for and that do not require professional installation for their safe use will be given to them if they terminate the treatment. Those that require professional installation or control will be delivered to the provider the patient designates.

13. Zenclinic Warranty

13.1 Coverage

Zenclinic grants a commercial warranty on the treatments performed at the clinic, according to the following table. All periods are counted from the definitive installation of the piece or the end of the treatment, a date recorded in the patient’s clinical file.

Treatment	Coverage	Term
Dental implant (implant body)	Defects of the implant material or the installation procedure	10 years
Ceramic veneers	Defects of the material or the procedure	10 years
Crowns and bridges on a natural tooth	Defects of the material or the procedure	2 years
Rehabilitation on implants (abutment, crown, and prosthesis on the implant)	Defects of the material or the procedure	2 years
Root canal (endodontics)	Defects of the root canal treatment	1 year
Composite resins (direct restoration)	Defects of the material or the procedure	1 year
Temporary restorations	Per Section 12	30 days

What it covers. Defects attributable to the material of the warranted piece or to the clinical procedure performed by Zenclinic. The warranty gives the right to repair or, if the specialist deems it necessary, the free replacement of the warranted piece, including the clinical replacement procedure and, where applicable, the laboratory work.

Clarifications on implants. For the purposes of this warranty, the dental implant is the implant body (the titanium fixture that integrates with the bone). The components installed on it (abutment, crown, and prosthesis) constitute the rehabilitation on implants and have the 2-year coverage indicated in the table, not the 10-year coverage of the implant body.

Special condition for root canals. The root canal warranty is valid only if the patient completed the subsequent restorative treatment indicated (the crown or restoration that seals and protects the treated tooth). A root-canal-treated tooth that is not restored is exposed to leakage and fracture; in that case, the root canal warranty will not apply.

From when. Each period is counted from the date of definitive installation of the piece or of the end of the treatment, recorded in the clinical file.

What it does not include. The warranty covers the warranted piece and the procedure necessary to repair or replace it. It does not include the additional procedures that the patient’s clinical condition makes necessary at that time, such as bone grafts, periodontal treatment, treatment of bruxism, or interventions on neighboring pieces. Those procedures are assessed and estimated separately, and are disclosed to the patient before performing them.

Nature of the warranty. This warranty does not alter what is stated in Section 3. It covers objective defects of the material or the procedure. It does not cover a subsequent aesthetic preference different from the planning the patient expressly approved, provided the executed result is clinically adequate and consistent with that planning; the lack of objective correspondence with what was approved and the clinical deficiencies of execution are covered.

Biological survival. The body’s biological response (the osseointegration of an implant, the evolution of the tissues, the development of peri-implantitis or another condition) cannot be guaranteed and is governed by the obligation of means of Section 3. The warranty covers defects of the material and the procedure, not the biological survival of the treatment.

General conditions. The warranty is personal and non-transferable and applies to treatments performed at Zenclinic whose warranted service is fully paid.

Suspension for outstanding payments. While the patient has overdue payments with Zenclinic, the clinic may suspend warranty care —including the evaluations, repairs, or replacements it includes— until the patient settles their situation. The warranty period is not interrupted or extended by the suspension period. Once payment is settled, the warranty is reactivated for the remaining time. This suspension does not reach emergency care or the measures indispensable so as not to leave the patient in an unsafe clinical condition.

The warranty does not include indirect costs; this limitation operates only with respect to this voluntary commercial warranty and does not affect the compensation or the other rights that may legally correspond to the patient.

Treatments not included in the table are governed by the warranty indicated in their estimate.

13.2 Patient responsibilities

The duration of a treatment depends on clinical, biological, functional, and maintenance factors. That is why this warranty is a shared responsibility: Zenclinic is responsible for the quality of the material and the procedure, and the patient is responsible for the care of their treatment over time.

To keep the warranty in force, the patient must comply fully and in a timely manner with the following obligations:

a) Attend all their check-ups. Attend all the check-ups and maintenance sessions their specialist schedules, on the indicated dates. Periodic maintenance is an essential condition of this warranty.
b) Follow all the team’s instructions. Strictly comply with the clinical, pharmacological, dietary, and care instructions given by the Zenclinic team, including those relating to modifiable risk factors such as smoking, alcohol consumption, and the control of systemic diseases (for example, diabetes).
c) Apply the hygiene tools, techniques, and instructions. Perform daily oral hygiene with the specific tools, techniques, and instructions the team provides (brushing, use of interdental brushes, dental floss, irrigators, or other indicated elements), in the manner and frequency indicated, and maintain the plaque control their specialist requires.
d) Avoid parafunctions and harmful habits. Refrain from clenching or grinding the teeth without treatment, from biting hard objects (ice, pencils, bones, metal elements, nails), from using the teeth as a tool to open or cut, and from any habit their specialist has indicated to stop.
e) Use their protection guard and other indicated devices. Use, in the manner and frequency prescribed, the protection guard or plate and any other device or appliance indicated, and replace it when the specialist indicates.
f) Undergo the requested exams. Take the X-rays, scans, and control exams the team requests, within the indicated timeframes.
g) Report any anomaly in a timely manner. Communicate to Zenclinic, as soon as they notice it, any discomfort, mobility, fracture, misfit, or change in their treatment, without waiting for the next check-up. Delay in reporting that aggravates a repairable damage affects the coverage of that damage.

These obligations are essential for maintaining the warranty. The treating team records in the clinical file the instructions given and the check-ups offered.

Effect of non-compliance. If the patient does not comply with any of these obligations, the warranty becomes void with respect to the damage or failure related to that non-compliance. The other components of the treatment maintain their warranty in force.

The lack of a check-up will only affect coverage when the check-up was indicated and disclosed to the patient, Zenclinic offered a reasonable possibility of carrying it out, and there is a clinical relationship between its omission and the failure claimed.

Check-ups cancelled by the patient. If a check-up is scheduled and the patient cancels it or does not attend, by any means and for a cause attributable to them, it will be their sole responsibility to contact Zenclinic to reschedule it within the period their specialist indicated. Zenclinic is not liable for the clinical consequences or the loss of coverage arising from a check-up the patient did not reschedule, when the clinic offered a reasonable possibility of carrying it out.

13.3 Situations the warranty does not cover

Blows, trauma, falls, or accidents.
Fractures from biting extremely hard elements.
Untreated bruxism, or failure to use the indicated protection guard.
Deterioration arising from non-compliance with check-ups, care instructions, hygiene, or requested exams.
Consequences attributable to health history omitted or falsified in the health declaration (Section 4).
Modifications, repairs, or treatments performed on the warranted pieces by professionals outside Zenclinic, with respect to the damage causally related to that intervention. Emergency care by another provider does not by itself extinguish the warranty.
Expected wear from normal use over time and the changes inherent to the aging of the tissues.

Causal link. All these exclusions operate only when there is a clinical or causal relationship between the indicated circumstance and the failure claimed. The mere existence of one of them does not deprive the patient of their warranty: for example, a patient having bruxism does not exclude coverage of a material failure unrelated to it.

13.4 How to make it effective

The patient must write to contacto@zenclinic.cl, with a copy to admin@zenclinic.cl, describing the situation. Zenclinic will schedule a free clinical evaluation to determine the origin of the failure and the corresponding coverage. The result will be given to the patient in writing, with the findings, the probable cause, and the basis for the coverage accepted or rejected. The patient always retains the right to obtain their clinical records and to seek an external opinion.

The conditions of this warranty are set out in these Terms and in the estimate the patient accepts, documents they have available at all times.

13.5 Legal warranty

The foregoing is understood without prejudice to the non-waivable rights that Law No. 19,496 grants the patient as a consumer. If a service is provided deficiently, the patient has the right to require that it be provided again at no cost or, when this is not possible, the refund of the amount paid, in addition to any corresponding compensation. No provision of these Terms limits, excludes, or waives those rights in advance.

13.6 Determination of coverage on an objective clinical basis

For there to be a deficient service or a covered failure, it must be an objective and provable technical deficiency, not the mere dissatisfaction, perception, or different expectation of the patient regarding a result that was clinically adequate and consistent with the planning they approved.

Objective criterion. The determination of whether a service was correct or deficient, and whether a failure is covered or not, is based on objective and verifiable clinical evidence: X-rays, 3D scans, clinical photographs, models, measurements, and the patient’s clinical file, contrasted with the approved planning and good dental practice. A result documented as clinically adequate through these means is deemed correctly performed.

Technical evaluation. In the event of a discrepancy over whether a service was well performed, Zenclinic will carry out a reasoned technical evaluation, supported by the objective evidence indicated, the result of which is given to the patient in writing in accordance with Section 13.4. The patient retains their right to obtain their clinical records and to seek the opinion of an independent expert or professional.

Value of third-party opinions. Clinical and coverage decisions are dealt with directly with the patient or their legal representative. To be admissible, any third-party opinion —including that of another professional— must be based on the objective clinical evidence described above and not on mere assessments, perceptions, or unsupported assertions. An opinion not supported by that evidence is not, by itself, sufficient to establish a deficiency.

Nothing of the foregoing restricts the patient’s right to a second opinion or their access to the bodies of Section 20; it only sets the objective standard with which Zenclinic assesses the coverage of its warranty.

14. Prices, payment methods, and agreements

The values of the services are those set out in the estimate accepted by the patient and remain valid for 30 calendar days from their delivery to the patient.

Payment methods: Webpay, electronic transfer, cash, and debit or credit cards in person at the clinic, in addition to the installment alternatives disclosed at the time of contracting.

Agreements and discounts. The agreements in force, the applicable discounts, and their conditions are disclosed to the patient before contracting and are set out in the estimate. The list of agreements published on Zenclinic’s channels may be updated at any time, without this affecting the discounts already incorporated into an accepted estimate.

Reimbursements with insurance and health coverage. Zenclinic provides the documentation necessary for the patient to manage their reimbursement from their insurer or supplementary insurance. The approval, amount, and timeframes of the reimbursement are the exclusive decision of the insurer or the health institution, do not depend on Zenclinic, and it does not guarantee any coverage.

All values are expressed in Chilean pesos. Zenclinic issues the corresponding tax document for each payment received.

Payment default. If the patient falls into arrears on the payment of an installment or an agreed stage, Zenclinic may suspend the execution of the pending services until they settle their situation, informing them in advance in writing and warning of the clinical consequences of that suspension. The suspension will not leave the patient in an unsafe clinical condition: before suspending, the indispensable stabilization measures will be completed. Arrears do not authorize withholding the patient’s clinical record or suspending emergency care.

Collection efforts will be carried out in accordance with the law: without communications to third parties, without visits to the patient’s home or workplace, without calls outside the permitted hours, and without affecting their privacy or reputation.

15. Termination of treatment and refund policy

15.1 When this section applies

The patient may terminate their treatment at any time and without stating a cause, communicating it in writing to contacto@zenclinic.cl, with a copy to admin@zenclinic.cl.

This refund policy also applies when the treatment ends by Zenclinic’s decision (disciplinary discharge of Section 7), when the patient does not accept a supplementary estimate (Section 10.3), when they do not accept a change of treating professional (Section 11), and when a force majeure situation prevents continuation (Section 21).

15.2 What is refunded

Zenclinic will refund to the patient all amounts paid that correspond to services not performed, deducting only:

The value of the services actually performed to date, according to the values of the accepted estimate.
The costs already incurred for custom elements: laboratory work already ordered or manufactured, aligners already requested from the factory, surgical guides, components, and other elements made to the patient’s measure. These costs are set out in the estimate accepted by the patient, which is the supporting record. When those already-manufactured elements are tangible and usable by the patient, Zenclinic will deliver them and the patient will sign their receipt through a handover document.

Zenclinic will not withhold any amount for services that were not performed and for which it did not incur costs with third parties.

Exceptions. The foregoing does not include the compensations for unused scheduling provided for in Sections 9.2 (no-show without timely notice) and 9.4 (reactivation fee), which are not charges for services not performed but disclosed and proportional compensations for harm already caused.

To whom the refund is made. The refund is made to whoever made the payment. If a third party paid (a relative, a company, or another person), the refund will be made to that third party, unless there is a joint written instruction to the contrary.

15.3 Timeframe and method

The refund will be executed by Zenclinic within 10 business days following the request, by the same payment method used or by bank transfer to the account indicated. When the final credit depends on a third party (for example, the reversal of a card processed by the issuing bank), Zenclinic will initiate the process within that period and the remaining time will depend on that third party.

15.4 Deficient service

If there is a controversy over whether a service was correctly performed, its determination will be made in accordance with the objective clinical standard of Section 13.6 and the legal warranty of Section 13.5, following the procedure of Section 20.

The determination is based on objective and verifiable clinical evidence —X-rays, 3D scans, clinical photographs, models, measurements, and the clinical file—, contrasted with the planning the patient approved, and not on the mere perception, dissatisfaction, or different expectation of the patient. A result documented as clinically adequate through these means is deemed correctly performed.

Clinical limitations inherent to the case. The result of a treatment may be conditioned by anatomical, biological, or diagnostic limitations inherent to the patient (for example, the availability and quality of the bone, the condition of the tissues, dental anatomy, functional factors, or health history) that limit the clinically possible results. When the result obtained is the best reasonably achievable within those limitations, and is consistent with the planning disclosed to the patient, it does not constitute a deficient service.

Once a deficiency is objectively established, the treating professional will define the safe and adequate clinical solution, such as redoing the treatment at no cost. This does not prevent the patient from exercising the options granted by applicable law, including the refund of the amount paid when the clinical solution is not possible.

16. Distance contracting and right of withdrawal

When the patient books and pays for their evaluation through the website or a scheduling link sent by Zenclinic, the policy of Section 9.2 applies: with at least 12 continuous hours’ notice they may reschedule their appointment at no cost, and the amount paid remains available for the new appointment. If they prefer not to reschedule, or if after rescheduling once they still cannot attend, they may request a refund of the amount paid in accordance with Sections 9.2 and 15.

What is paid online and when these Terms are accepted. The payment the patient makes online corresponds to the reservation of the assigned time block for their evaluation with a specific specialist, and is applied to the value of the evaluation (Section 9.1). The acceptance of these Terms and the Privacy Policy —including this exclusion of the right of withdrawal and the cancellation policy of Section 9.2— is given expressly in the Intake Form and Health Declaration, which the patient completes before their clinical care (Section 2), whatever the channel through which they booked (online, in person, or by messaging), with a record of the version accepted, the date, and their email.

Exclusion of the right of withdrawal. Zenclinic expressly provides, in exercise of the power conferred by Article 3 bis letter b) of Law No. 19,496, that the right of withdrawal does not apply to the evaluation or to the treatment plans contracted by electronic means.

The reason lies in the nature of the service: these are personalized health services, which involve reserving a scheduling block with a specific specialist and, in the case of treatments, the manufacture of elements made to the patient’s measure that do not allow reuse.

This exclusion does not deprive the patient of any other protection. The patient fully retains:

Their right to reschedule the evaluation with 12 continuous hours’ notice and, if they prefer not to reschedule, to recover the amount paid in accordance with Section 9.2.
Their right to terminate their treatment at any time and to recover everything corresponding to services not performed (Section 15).
All the non-waivable rights granted by Law No. 19,496 (Section 13.5).

This exclusion is disclosed and accepted in the Intake Form and Health Declaration, before the patient’s clinical care, together with the rest of these Terms.

17. Personal data protection

The patient’s health data is sensitive personal data and receives reinforced protection under Law No. 19,628, as amended by Law No. 21,719, whose full force begins on December 1, 2026. Until that date, Zenclinic voluntarily recognizes the rights described here, to the extent compatible with the legislation currently in force; from that date, they apply with the scope established by the law.

Data controller: Servicios Odontológicos Zenclinic SpA, Tax ID (R.U.T.) 76.311.835-5, Av. La Dehesa 440, office 303, Lo Barnechea, Santiago.

Contact for personal data matters: contacto@zenclinic.cl, with a copy to admin@zenclinic.cl.

Purposes. Zenclinic processes the patient’s data to: provide the contracted healthcare, create and preserve their clinical record, plan and perform treatments, coordinate with laboratories and the radiology center, manage payments and billing, process reimbursements with insurers, comply with legal and health obligations, and communicate with the patient about their treatment and check-ups.

Legal basis. The processing of health data is based on the performance of the healthcare services contract, on compliance with the provider’s legal obligations and, where applicable, on the patient’s express consent.

Third parties who access the data. To provide the service, Zenclinic shares data with: dental laboratories, the radiology center, Dentalink (HealthAtom) —its clinical record and electronic scheduling system—, its payment method providers, insurers when the patient requests it for their reimbursement, and orthodontic device manufacturers. These third parties act, according to the function they perform, as processors on Zenclinic’s behalf or as independent controllers; the Privacy Policy identifies each category. In each case, only the strictly necessary information for the corresponding purpose is shared. All are bound to confidentiality and information security.

International transfer. Aligner treatments require sending the intraoral scans and the necessary clinical records to the manufacturer, which is located outside Chile. This transfer is essential to perform the contracted treatment and is carried out under contractual protection guarantees. If the patient does not authorize this transfer, the aligner treatment cannot be performed.

Preservation. The clinical record is preserved for the minimum period required by health regulations (15 years). Administrative and tax data is preserved for the applicable legal periods.

Patient’s rights over their data. The patient may exercise the rights of access, rectification, erasure, objection, portability, and blocking recognized by Law No. 21,719, as well as revoke the consent on which the processing that depends on it is based, in the terms, conditions, and with the exceptions established by the law itself and the Privacy Policy. To do so, they must write to contacto@zenclinic.cl, with a copy to admin@zenclinic.cl, identifying themselves as the data subject or proving their representation. Zenclinic may request reasonable records to verify their identity before processing the request, will acknowledge receipt within the following 2 business days, and will respond within the maximum number of business days permitted by law. The right of erasure does not reach the data in the clinical record or the other records Zenclinic is legally obliged to preserve. The patient may also complain to the Personal Data Protection Agency.

Security and breaches. Zenclinic applies technical and organizational measures to protect information. Its clinical record and scheduling system operates under ISO 27001 certification. In the event of a security breach affecting personal data, it will notify the Agency and, where appropriate, the affected patients, within the timeframes and in the manner required by law.

The complete detail is found in Zenclinic’s Privacy and Personal Data Processing Policy, available at zenclinic.cl and at the clinic’s reception. In the event of a discrepancy between this section and the Privacy Policy, the Policy prevails, being the document specific to the matter.

18. Use of clinical images

Photographs, X-rays, scans, and clinical videos are taken as part of the diagnostic and therapeutic process, and form part of the patient’s clinical record.

The use of those images for dissemination, teaching, advertising, or social media purposes requires a specific, express, separate, and written authorization from the patient. That authorization:

Is voluntary. Refusing it does not affect the care or the price of the treatment in any way.
Is revocable at any time, without stating a cause, by writing to contacto@zenclinic.cl, with a copy to admin@zenclinic.cl. Zenclinic will stop using the image and will remove it from the channels it directly controls. Copies that third parties have downloaded or replicated are beyond its control.
Details the channels, the duration, and whether the image will be published in an identifiable form or not.

Zenclinic never publicly confirms that a person is its patient, nor reveals treatments that the patient has not made public.

19. Clinical record

The clinical record is a confidential instrument. The patient has the right to request a complete and up-to-date copy of their record, including their images, by writing to contacto@zenclinic.cl, with a copy to admin@zenclinic.cl. Zenclinic will provide it within the maximum number of business days permitted by law, in digital format and at no cost to the patient.

The record is preserved for at least 15 years and is only provided to third parties in the cases the law authorizes.

20. Communications, emergencies, and complaints

Official channels. WhatsApp and phone +56 9 3315 1853, email contacto@zenclinic.cl. Messaging channels do not replace a clinical evaluation: they are used for administrative coordination, reminders, general follow-up, and to reiterate instructions already given. If a professional provides limited clinical guidance through this channel, they will add it to the file when appropriate and may request an in-person evaluation. If the patient prefers not to receive communications via WhatsApp, they may request another channel.

Hours. Monday to Friday from 9:00 to 19:00; Saturday from 9:30 to 14:00.

Emergencies. Zenclinic does not have a permanent emergency service. During its operating hours, it will assess urgent dental situations according to its availability and resolving capacity. In the event of a life-threatening risk, respiratory difficulty, uncontrolled bleeding, compromise of the general condition, or another medical emergency, the patient must go immediately to a hospital emergency service or call the emergency services. Zenclinic will subsequently facilitate the corresponding dental continuity.

Formal complaints and requests. Any complaint, refund request, exercise of personal data rights, revocation of image authorization, or request for a copy of the clinical record may be submitted in writing to contacto@zenclinic.cl, with a copy to admin@zenclinic.cl, or delivered in person at the clinic’s reception, where a stamped record of its receipt will be kept. The copy to the second email is a convenience to ensure its timely handling.

Validity of the request. Your request is deemed received and takes full legal effect even if you address it to only one of the two addresses. Sending the copy is a convenience to speed up the response, not a requirement for validity.

Zenclinic will acknowledge receipt within the following 2 business days. When these Terms set a special timeframe for the matter —in particular, the copy of the clinical record (Section 19) and the exercise of personal data rights (Section 17)—, the response is subject to that timeframe. In other cases, Zenclinic will respond on reasoned grounds within the 15 business days following receipt of the request.

External bodies. The patient may turn, depending on the matter:

To the Superintendence of Health, for matters relating to their rights as a patient.
To SERNAC and the Local Police Courts, for matters relating to their rights as a consumer.
To the procedure of mandatory prior mediation before mediators accredited by the Superintendence of Health (Law No. 19,966), which is a prerequisite for any judicial action aimed at obtaining compensation for damages caused in connection with healthcare provided by a private provider.

No provision of these Terms restricts the patient’s access to these bodies or to the competent courts.

21. Force majeure

Zenclinic will not be liable for the non-performance or delay of its obligations when it is due to an act of God or force majeure: health emergencies, natural catastrophes, incidents in the building, prolonged cuts to essential supplies, serious failures of critical providers, or other causes beyond its control that it could not foresee or resist.

In those cases, Zenclinic will inform the patient as soon as possible and will reschedule the affected appointments at no cost. If the situation is prolonged in such a way that it prevents continuing the treatment, the patient may terminate it in accordance with Section 15.

Force majeure does not release Zenclinic from adopting the reasonable clinical continuity measures that an already-begun treatment requires so as not to leave the patient in an unsafe condition, nor from giving them their clinical record, their images, and a report of their status, so that they can continue with another provider.

22. Validity, language, and modifications

These Terms are in force from the date indicated at the beginning.

Language. The official text of these Terms is the one written in Spanish. Zenclinic may provide translations into other languages to facilitate understanding, but in the event of a discrepancy, the Spanish version prevails.

Modifications. Zenclinic may update these Terms. Modifications do not apply retroactively to treatments already contracted: each patient is governed by the version in force at the time of accepting their estimate. New versions are published at zenclinic.cl and communicated to patients with ongoing treatment.

Partial nullity. If any provision of these Terms is declared null or inapplicable, the remaining provisions will maintain their full validity.

Courtesy English translation of the Terms and Conditions of Care (Version 2.0) of Servicios Odontológicos Zenclinic SpA, in force since July 18, 2026. The Spanish version is the official version and prevails in the event of any discrepancy. Governed by Chilean law.

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