I. GENERAL PROVISIONS AND PURPOSE

1. These General Terms and Conditions (GTC) govern the rules, procedure, and conditions for the provision of dental care at "Alenas Dent" Clinic, located in Sofia, as well as the rights and obligations of patients.

2. The Clinic carries out its activities in accordance with the Health Act, the Act on the Professional Organization of Dental Physicians, the rules of Good Medical Practice, and the applicable legislation of the Republic of Bulgaria.

3. These GTC are binding upon all patients. By booking an appointment (online, by phone, or in person) and/or signing an outpatient record/medical history form, the patient declares that they have read and unconditionally accept these terms.

II. ADMISSION PROCEDURE AND WORKFLOW ORGANIZATION

1. Patient admission is carried out according to a pre-approved schedule.

2. Emergency conditions (acute pain, hemorrhages, trauma) are prioritized. The Clinic reserves the right to adjust the schedule of other patients accordingly, notifying them whenever possible.

3. Minors under 14 years of age and legally incapacitated individuals are admitted for examination and treatment only in the presence of a parent, legal guardian, or trustee, who signs all required documents on their behalf.

4. Minors aged 14 to 18 are admitted for examination and treatment only in the presence of a parent, legal guardian, or trustee. Documents must be signed by both the parent/guardian/trustee and the minor.

III. RIGHTS AND OBLIGATIONS OF THE CLINIC

1. The Clinic provides qualified personnel, modern equipment, and high-quality materials to deliver high-standard dental treatment.

2. The attending dentist has full medical autonomy to determine the treatment plan based on objective clinical findings.

3. Refusal of Treatment: The dentist reserves the right to refuse to initiate treatment or to discontinue ongoing treatment (provided this does not pose a direct threat to the patient's life) in the following cases:

   • When the patient's demands contradict medical standards and professional ethics (e.g., requesting the extraction of a healthy tooth).

   • In cases of physical or verbal aggression, threats, or defamation/undermining the authority of the clinic staff.

   • Upon identifying systematic non-compliance with the prescribed hygiene or medication regimen.

   • Upon the patient's refusal to sign the required Informed Consent for the relevant procedure.

   • In the event of non-fulfillment of financial obligations toward the Clinic.

IV. RIGHTS AND OBLIGATIONS OF THE PATIENT

1. The patient has the right to clear, accessible, and comprehensive information regarding their diagnosis, treatment alternatives, potential risks, and estimated service costs.

2. The patient is obliged to provide completely accurate and full information regarding their medical status in the provided Medical History Form (including pregnancy, allergies, chronic conditions, infections, use of bisphosphonates, anticoagulants, etc.). The Clinic is fully exempt from liability for complications arising from concealed or incomplete information.

3. The patient commits to attending follow-up examinations in accordance with the tailored treatment plan.

V. LATE ARRIVAL AND CANCELLATION POLICY

1. The dental team's time is strictly allocated. Patients should arrive 5–10 minutes prior to their scheduled appointment.

2. In the event of a delay exceeding 15 minutes, the Clinic reserves the right to reschedule the appointment, perform only a portion of the planned procedures, or cancel the visit entirely.

3. Appointment cancellations or modifications must be made at least 24 hours in advance. In the event of failing to appear without prior notice more than twice, the Clinic reserves the right to decline future bookings or require a 100% advance deposit for subsequent visits.

VI. PRICING AND FINANCIAL TERMS

1. All dental services are payable according to the current price list available at the Clinic’s reception and/or website, unless an individual financial plan has been agreed upon in writing.

2. When dental lab services or custom-made appliances are required (aligners, surgical guides, implants, crowns, removable dentures, etc.), the patient shall pay an advance deposit of at least 50% of the total amount prior to commencing the laboratory or manufacturing phase.

3. If the patient decides to discontinue treatment after custom appliances/constructions have been manufactured, the advance deposit shall be retained by the Clinic to cover incurred material and laboratory costs.

VII. WARRANTIES, LIMITATION OF LIABILITY, AND CLAIMS (MEDICAL AND HYGIENE CLAUSE)

1. Dental treatment involves intervention in a living biological system. While the Clinic guarantees the quality of the materials used and compliance with clinical protocols, it cannot provide a 100% guarantee regarding the individual biological response of the human body.

2. Behavior and Hygiene Clause: It is important to note that any potential deterioration of achieved clinical results is frequently not the result of product or treatment inefficiency (manufacturing defect), but rather stems from personal habits, specific diet, and inadequate personal oral hygiene on the part of the patient.

3. The Clinic assumes no liability and shall not cover warranty remakes/reparations for constructions or fillings in cases of:

   • Non-compliance with care, cleaning, and dietary instructions.

   • Failure to attend mandatory preventive check-ups and professional dental cleanings every 6 months (or more frequently, if prescribed).

   • Occurrence of new systemic diseases or trauma following the completion of treatment.

   • Bruxism/bruxomania (teeth grinding and clenching) when the patient has refused the fabrication and wearing of protective night guards/splints.

   • Unapproved intervention by third parties (other dentists/practitioners) that compromises the original treatment plan.

4. All formal complaints and warranty claims must be submitted in writing to the Clinic Management. They will be reviewed within a 14-day period, during which a clinical examination must be scheduled to objectively assess the situation.

VIII. DATA PROTECTION AND MEDICAL CONFIDENTIALITY

1. The Clinic acts as a Data Controller within the meaning of Regulation (EU) 2016/679 (GDPR) and the Personal Data Protection Act.

2. All medical, personal, and financial data shared by the patient are strictly confidential and protected under medical secrecy. They are processed solely for the purposes of diagnostics, treatment, and maintaining mandatory medical documentation.

3. Personal data may be disclosed to third parties (e.g., dental laboratories) only to the extent strictly necessary for the execution of the treatment plan.

IX. MISCELLANEOUS PROVISIONS

1. For matters not explicitly covered in these GTC, the applicable legislation of the Republic of Bulgaria shall apply.

2. The Clinic reserves the right to amend these GTC at any time. Updated versions shall take effect immediately upon being published on the website or displayed on the information board in the waiting room.