Our Guarantees To You

Our Guarantees To You

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and

  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

In addition to our obligations under the Australian Consumer Law, we offer the following additional guarantees. Please read the information below carefully to ensure that you follow the process to qualify for each additional guarantee.

Impression Kit Guarantee

This Guarantee applies to customers in treatment. If at any point in your treatment - including at the end of your treatment - you are not fully satisfied with your results, you may request a review by contacting Byte. If this review results in further treatment being approved, you may be eligible for additional aligners at no additional costs under our Aligner Guarantee.

Aligner Guarantee

To get the desired outcome from your treatment, and to be covered under our Aligner Guarantee, you must follow the instructions for use, comply with treatment plan and comply with any additional instructions provided by Byte, including:

  • Wear your aligners as directed: Your aligners should be worn every day as directed in your treatment plan. You should switch to your next aligner after no more or less than the days indicated to ensure your teeth move as intended. You can leverage the MyByte app throughout your journey to assist with your treatment directions, or contact Byte at any time for up-to-date instructions.

  • Complete monthly check-ins: Monthly check-ins through the MyByte app are integral to your treatment success. These check-ins allow Byte to proactively review any issues with your treatment in a timely manner.

  • Keep all of your aligners: Keep all aligners in the protective sleeve provided until your treatment is complete and you have received your final retainers. We may direct you to move to a previous set to help resolve treatment issues, or if an aligner breaks.

  • Maintain good dental hygiene: Brushing and flossing daily will help to maintain a healthy smile during treatment. If you need to have dental work done during your clear aligner treatment, this may affect your treatment plan. Please get in touch with the Byte clinical team before any elective dental procedure.

  • Do not modify your aligners: To ensure your aligners work as intended, you should not make any alterations unless directly instructed by Byte in writing. This includes, but is not limited to, adding gems, decorative elements, or cutting plastic off the aligners. Using the included filing tool to file any irritating pieces on your aligners is permitted.

  • Requesting a review during treatment: If at any point during your treatment you require a review of your treatment plan due to fit or tracking issues, you must contact Byte promptly. If this review results in further treatment being approved, Byte may issue you a refinement plan, which would include a new set of aligners, covered under this guarantee.

  • Requesting a review at the end of treatment: If at the end of treatment, you are not fully satisfied with your results, you may request a review by contacting Byte. If this review results in further treatment being approved, you may be eligible for additional aligners under this guarantee. You must contact Byte within 14 days of completing your original treatment or refinement plan (your final aligner), otherwise, the request may not be approved and a treatment re-entry payment may be required.

If the above instructions are not followed, it may void the Aligner Guarantee and may require additional costs to get you back on track.

What is the Byte for Life™ Guarantee

If your teeth move out of alignment after you complete your initial treatment, Byte will provide additional impression kits, and new treatment plans with aligners to help correct any misalignment issues subject to the following requirements and limitations.

  • Our team of professionals will evaluate your claim, including whether your teeth have moved out of alignment compared to the end-point of your original treatment, whether you meet the criteria specified in these terms, and whether you are suitable for further treatment. This may include seeking photographs and further information from you to enable them to assess your claim. If they determine that your teeth have not moved out of alignment, that you do not meet the requirements for this guarantee, or that you are unsuitable for further treatment, then the guarantee will not apply.

  • This guarantee applies to the teeth originally involved in your Byte treatment plan. It does not cover any teeth that have been affected by physical outside circumstances, trauma, that are missing, have been affected by any other dental or orthodontic treatment outside of your Byte treatment, or teeth that have changed due to other health reasons.

  • You must confirm in writing that you followed your original treatment plan and used a retainer as directed.

  • You must, following completion of treatment:

    • (i) purchase clear aligner retainers from Byte or another source once per year (so long as you keep valid proof of purchase for all retainers not purchased from Byte); (ii) provide proof of purchase of retainers from other sources on request; and (iii) as part of any claim for the guarantee, confirm in writing that you have used your retainers as directed, and/or

    • (i) have bonded retainers placed, (ii) provide proof of retainer placement and annual checks of retainer by a dentist or orthodontist and (iii) as part of any claim under this guarantee, confirm in writing that you have used your retainers as directed.

  • Additional HyperByte devices are not included.

  • The guarantee applies for treatments fully paid and with no payments outstanding.

For further information about faulty products or refunds, please see our Cancellation and Refund Policy