Sales Terms and Conditions

Version number: 5.8.8

Version date: 20260210

1. Delivery and Lead Times

1.1 Fulfillment Period: Upon receipt of cleared funds, orders are typically processed and dispatched within 5 to 14 business days, depending on the delivery destination. 

1.2 Delays: While PlatoScience endeavors to meet all estimated lead times, these periods are estimates only and not guaranteed. PlatoScience reserves the right to extend lead times due to unforeseen circumstances. In such instances, PlatoScience will make reasonable efforts to notify the Customer in advance.

2. Tax, VAT, and Importation

2.1 Entity Limitation: PlatoScience products are available for purchase only by registered legal entities and healthcare providers. To ensure appropriate clinical application and oversight, we do not sell directly to individual consumers or the general public.

2.2 International Orders: Orders requested from outside the European Union are subject to individual evaluation based on local import regulations and market registration requirements. 

2.3 EU Value Added Tax (VAT): As a Danish entity, PlatoScience complies with the EU VAT Directive.

  • EU-based businesses must provide a valid VAT identification number. This number will be verified via the VIES (VAT Information Exchange System).

  • If a valid VAT number is not provided or verified, a 25% Danish VAT surcharge will be applied to the total order value. 

2.4 Non-EU Duties: For orders outside the EU, the Customer is solely responsible for all local import duties, customs fees, and sales taxes. In territories where an authorized distributor exists, orders may be redirected to said distributor for processing.

3. General Terms and Conditions

3.1 Prohibited Distribution & Resale: The sale of PlatoScience products is permitted only for the Customer’s internal professional use or for direct provision to the Customer’s own patients/clients as part of a clinical service. Commercial redistribution or resale to other businesses (distribution activities) is strictly prohibited unless authorized by a prior written agreement. Violation of this provision results in the immediate voiding of warranties, revocation of Intellectual Property usage rights, and potential termination of future supply. Furthermore, PlatoScience disclaims all liability for products where the chain of traceability has been compromised by unauthorized resale. 

3.2 Scope of Claims: The Customer agrees to indemnify and hold harmless PlatoScience against any third-party claims or losses arising from the Customer's failure to adhere to the Instructions for Use (IFU). Use of the product in a manner inconsistent with the IFU terminates any duty of care or liability owed by PlatoScience.

3.3 Service Access & Device Compatibility: 

Access to the PlatoScience Service is strictly contingent upon the use of an authentic PlatoScience device, manufactured and distributed by or on behalf of PlatoScience. Users are prohibited from connecting to the Service via any unauthorized third-party hardware, counterfeit devices, or unauthorized software applications. Any attempt to bypass these hardware requirements or emulate a PlatoScience device will result in the immediate termination of the user’s access to the Service.

3.4 Warranty: All products are subject to the standard PlatoScience Warranty Policy, the full details of which are available here.

4. Governing Law and Dispute Resolution

4.1 Governing Law: These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes), shall be governed by and construed in accordance with the laws of Denmark. 

4.2 Jurisdiction: The Customer irrevocably agrees that the courts of Denmark shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms or the sale of products. 

4.3 Severability: If any provision of these terms is found by a court to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

5. Refund and Replacement

5.1 Final Sale Policy: All sales to registered legal entities and healthcare providers are considered final. PlatoScience is under no obligation to accept returns or provide refunds for non-defective products, regardless of whether the product remains sealed, unused, or in its original packaging.

5.2 Discretionary Returns: Any request for a return of a non-defective, sealed product must be submitted in writing within 14 days of delivery. PlatoScience reserves the sole and absolute right to approve or deny such requests. If an exception is made:

  • The Customer remains responsible for all original and return shipping costs, as well as any non-refundable duties or taxes.

  • Credit will only be issued after the product has been inspected and verified as "as-new."

5.3 Defective Products: If a product is found to be defective upon arrival or fails during the warranty period (as defined in Section 3.4), PlatoScience will, at its discretion, provide a replacement unit at no additional cost to the Customer.

5.4 Shipping Costs for Returns: 

5.4.1 Warranty/Defect: PlatoScience will cover the cost of return shipping for verified defective units within warranty.

5.4.2 Other Returns: For any other authorized returns, the Customer is responsible for all shipping, handling, and insurance costs.

5.5 Conditions for Credit: To be eligible for a refund or credit (if applicable), products must be returned in their original, undamaged packaging with all accessories and documentation included. A restocking fee may apply to non-defective returns.

5.6 Unauthorized Returns: Any products returned without prior communication and authorization from PlatoScience will not be processed and may be returned to the Customer at their expense.