Guarantee Policy

How the guarantee works

OrbisMed Travel is a licensed health tourism intermediary. We coordinate your care at contracted Ministry of Health–approved partner clinics. The written guarantee for your treatment is issued by the contracted clinic that performs it; OrbisMed coordinates your claim, advocates on your behalf, and facilitates every step of the process.

Your guarantee document is issued as part of your formal treatment proposal — before you pay a deposit. Read it, question it, and confirm you are satisfied before committing.

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Coverage at a glance

Treatment	Guarantee period
Dental implants (fixture)	5 years from placement
All-on-4 / All-on-6 (fixtures)	5 years from placement
All-on-4 / All-on-6 (prosthetic bridge)	5 years from fitting
Zirconia crowns	5 years from fitting
E-max / porcelain crowns	5 years from fitting
Porcelain veneers & laminates	5 years from bonding
Composite bonding	No warranty
Root canal treatment	No warranty

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Dental implants

Guarantee period: 5 years from placement

Covered:

• Manufacturing defects affecting the implant fixture
• Implant failure directly attributable to surgical or implant-related factors, as determined by the treating surgeon
• Early implant integration failures occurring during the healing period

If a covered implant failure occurs, the clinic will provide a replacement implant fixture and the associated surgical procedure free of charge following clinical assessment.

This guarantee applies to the treated implant fixture only and does not extend to prosthetic restorations (including crowns, bridges, or dentures), laboratory costs, additional surgical procedures such as bone grafting, or personal expenses including travel and accommodation. However, the contracted clinic’s approach is to support patients wherever possible. Should such situations arise, we will always endeavour to coordinate the most reasonable and supportive solutions available to assist you.

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All-on-4 & All-on-6

Implant fixtures: 5 years · Permanent prosthetic structure: 5 years

Covered:

• Manufacturing defects
• Material defects
• Structural failures occurring under normal function
• Implant failures as covered under the dental implant section above

The guarantee applies to the affected component only and does not automatically require replacement of the entire prosthetic restoration.

Routine maintenance including professional cleaning, screw tightening, bite adjustments, replacement of worn night guards, and maintenance appointments are considered normal aftercare and are not warranty claims.

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Zirconia crowns

Guarantee period: 5 years from fitting

Covered:

• Manufacturing defects
• Material defects
• Structural failure determined by the treating clinician to be attributable to a manufacturing, material, or laboratory defect
• Debonding not associated with trauma, misuse, or patient-related factors
• Restoration failure requiring replacement due to a confirmed manufacturing or laboratory defect

The guarantee applies only to the affected restoration and does not automatically require replacement of unaffected restorations.

Not covered: bruxism-related damage, clenching or excessive bite forces, failure to wear a prescribed night guard, trauma or accidental damage, smoking-related staining, natural ageing and wear of materials, gum recession, bone loss, or colour changes resulting from lifestyle or dietary factors.

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E-max / porcelain crowns

Guarantee period: 5 years from fitting

Same coverage and exclusions as zirconia crowns above.

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Porcelain veneers & laminates

Guarantee period: 5 years from bonding

Covered:

• Manufacturing defects
• Material defects
• Structural failure attributable to a manufacturing, material, or laboratory defect
• Debonding not associated with trauma, misuse, or patient-related factors

The guarantee applies only to the affected veneer and does not automatically require replacement of adjacent veneers or restorations.

Not covered: bruxism-related damage, clenching or excessive bite forces, failure to wear a prescribed night guard, trauma or accidental damage, smoking-related staining, natural ageing, gum recession, bone loss, or colour changes from lifestyle or dietary factors.

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Composite bonding

Guarantee period: None

Composite bonding uses composite filling materials which are more susceptible to staining, wear, chipping, fracture, and colour changes over time compared to ceramic or zirconia restorations. For this reason, composite bonding is not covered by a guarantee. Maintenance, polishing, repairs, or replacement may be required depending on oral hygiene, dietary habits, bite forces, and lifestyle factors.

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Root canal treatment

Guarantee period: None

Root canal treatment has a high success rate; however, its long-term outcome depends on many biological and patient-related factors including root anatomy, existing infection, bone support, oral hygiene, and overall health. The clinic cannot guarantee the long-term survival of any tooth following root canal treatment, as future complications such as reinfection, root fracture, or structural failure may occur despite appropriate treatment. Should further treatment become necessary, options will be discussed following clinical assessment.

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Full mouth rehabilitation

Implants, crowns, and veneers each carry their respective guarantee periods listed above. A written breakdown specific to your treatment plan is issued with your post-treatment documentation.

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Clinical success after 12 months

Dental treatments are generally considered clinically successful when they remain stable, functional, and free from treatment-related complications during the first 12 months following treatment completion. Most treatment-related or laboratory-related complications become evident during this period.

If treatment remains clinically stable throughout the first 12 months, it will generally be regarded as a successful clinical outcome. Any future complications will be assessed individually based on clinical findings, medical history, oral hygiene, maintenance records, lifestyle factors, and other relevant circumstances.

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Patient responsibilities

To maintain eligibility under this guarantee, patients must:

• Maintain good oral hygiene
• Attend routine dental examinations and hygiene appointments
• Follow all post-operative instructions
• Wear any prescribed night guard
• Follow recommendations regarding maintenance and aftercare
• Inform the clinic of significant medical changes
• Inform the clinic as soon as possible if a problem develops

Failure to follow these recommendations may result in the guarantee becoming partially or fully void.

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What is not covered

Medical conditions

Uncontrolled diabetes, osteoporosis, cancer treatment, chemotherapy, radiotherapy, autoimmune disorders, conditions affecting bone healing, certain hormonal therapies, HRT, and medications known to affect implant success including bisphosphonates and denosumab.

Lifestyle factors

Smoking, excessive alcohol consumption, recreational drug use, and poor oral hygiene.

Bruxism and excessive forces

Teeth grinding, clenching, excessive bite forces, failure to wear a prescribed night guard, and failure to follow recommended protective treatments including masseter therapy where advised.

Trauma

Accidents, falls, sporting injuries, physical trauma, misuse, or neglect.

Natural biological changes

Bone loss, gum recession, age-related changes, changes in facial anatomy, peri-implantitis, and natural wear and tear.

Third-party treatment

Any treatment, adjustment, repair, modification, or intervention performed by another clinic or practitioner without prior consultation may void this guarantee. Contact your coordinator before agreeing to additional treatment on guaranteed teeth — in most cases we can coordinate directly with your local dentist.

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Travel, accommodation, and additional costs

This guarantee covers approved corrective treatment related to valid warranty claims only. Flights, accommodation, airport transfers, loss of earnings, and other indirect costs are not covered under the standard guarantee.

In the unlikely event that a genuine treatment-related issue attributable to the clinic arises within the first 12 months, the clinic may, at its sole discretion, offer a one-time goodwill contribution towards accommodation and local transfers. Such assistance is not an automatic entitlement.

Where damage or failure is determined to have resulted from patient-related factors or excluded causes, the clinic may still offer corrective treatment at a reduced cost where appropriate. Laboratory fees, material costs, and associated expenses may be payable by the patient in such cases.

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Clinical assessment

All guarantee requests are subject to clinical assessment. The treating surgeon and clinical team determine whether a complication is related to the original treatment, patient-related factors, medical conditions, lifestyle habits, trauma, natural biological changes, or external factors beyond the clinic’s control.

Clinical decisions are based on examination, radiographic findings, maintenance history, photographs, and treatment records.

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Manufacturer warranties

Many implant systems and dental materials are supplied with separate manufacturer warranties against manufacturing defects. Where applicable, manufacturer warranties remain subject to the terms and conditions of the relevant manufacturer. Brand certificates and batch documentation are included in your post-treatment pack.

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How to make a claim

Step 1 — Contact your coordinator

Message your coordinator on WhatsApp or by email. Describe what you have noticed and when. Send a photo if possible. You do not need to know whether your issue is covered at this stage. We aim to respond within 48 hours.

Step 2 — Remote assessment

Your coordinator forwards the information to the treating clinical team. We may request photographs of the affected area, relevant X-rays, and a description of symptoms. We will advise whether the issue may fall within the guarantee and outline the most appropriate next steps. Complex cases may require additional review time.

Step 3 — Outcome

If the issue is covered, corrective treatment is arranged at the contracted clinic. If further in-person assessment is needed before a determination can be made, we will discuss next steps and ensure you have a clear path forward. If the issue is not covered, we explain clearly why and advise on the most cost-effective options available.

Step 4 — Resolution

Corrective work is carried out by the same contracted clinic or an alternative clinic within our partner network. All corrective work is documented and added to your treatment records.

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Our commitment

We are committed to coordinating high-quality treatment and providing fair support whenever a genuine treatment-related issue arises. Treatment and clinical aftercare are delivered by the contracted clinic; OrbisMed’s role is to coordinate and advocate on your behalf. The treatment guarantee is designed to protect both patients and the integrity of the treatment provided, ensuring that responsibilities are shared appropriately between the clinic and the patient.

If anything in this document raises a question about your specific case, ask us before you book.