Refund Policy

1. About Us

Nexus Digital Guide is independently owned and operated by ISMAIL EL AYAZI. Contact: cases@nexusdigitalguide.com.

2. Nature of Our Products

Our products are customized digital CAD design files tailored to specific patient anatomy, based on clinical scans and data you provide. Each design is uniquely engineered and cannot be resold or reused for another patient.

3. 14-Day Clinical Success Guarantee

We stand behind the engineering precision of every case. Because our surgical guides are custom-engineered to individual patient anatomy, they cannot be resold. If our engineering team cannot deliver a clinically viable and accurate guide design after three (3) consecutive rounds of modifications or structural revisions based on your feedback, you may request a full refund within 14 days of the initial file delivery date.

To request a review under this guarantee, contact us at cases@nexusdigitalguide.com with your case reference number and specific clinical feedback.

Refunds will not be issued for user-side errors (such as submitting low-quality/distorted CBCT scans, artifact-heavy scans, or incorrect patient STL files) or simply changing your mind after design engineering work has actively commenced. Once a refund is approved and processed, all clinical usage rights to the digital blueprints, placement plans, and .stl export files are permanently revoked, and the design may not be manufactured or utilized for live clinical surgery.

4. Free Revisions Within 7 Days

If you require an adjustment to a delivered design (fitment, anchorage, sleeve positioning, etc.), contact us within 7 days of delivery and we will provide a revised file free of charge as quickly as possible.

5. Exclusions — No Refund for User Error or Change of Mind

Refunds will not be issued in the following circumstances:

• Insufficient or distorted input data: Submitting low-quality, distorted, or artifact-ridden CBCT scans, incorrect patient STL files, incomplete DICOM data, or any other clinically inadequate source material that prevents accurate design.
• Change of mind after work commencement: Requesting a refund simply because you no longer need the guide, decided on an alternative treatment plan, or changed your mind after our engineering team has already commenced design work.
• Non-clinical dissatisfaction: Dissatisfaction unrelated to the technical accuracy or clinical viability of the design (e.g., preference for a different software format not originally specified).

6. Intellectual Property Revocation on Refund

If a refund is processed for any reason, all rights to the associated digital design files, implant placement blueprints, surgical guide CAD data, and any derivative works are permanently revoked. You may not manufacture, print, mill, 3D-print, distribute, or otherwise utilize the design for clinical surgery, research, or commercial purposes. Continued use after refund constitutes unauthorized use of our intellectual property and may result in legal action.

7. Clinical Liability Disclaimer

The purchasing dentist or oral surgeon retains final clinical liability for the surgical outcome, prosthetic seating, and device integration. Nexus Digital Guide provides digital planning assistance and CAD design files only; we do not practice dentistry, perform surgery, or exercise clinical judgment on your patients. You are responsible for reviewing the design for anatomical appropriateness, verifying implant positions against your own clinical assessment, and ensuring proper surgical execution and post-operative care.

8. Payment Processing & Refund Handling

All payments are securely processed by PayPal. We never see or store your card details. Approved refunds are issued back to the original PayPal account or card used at checkout, typically within 5–10 business days. For payment-related disputes, you may also use PayPal Buyer Protection.

9. Undeliverable Orders

In the rare event that we are unable to deliver your order due to incomplete or corrupted scan data provided by you, we will contact you to request corrected files. If delivery cannot be completed after a reasonable attempt to resolve the issue, a full refund will be issued via PayPal for the undelivered service.

10. Contact Us

For any questions about this Refund Policy, please contact: ISMAIL EL AYAZI — cases@nexusdigitalguide.com.