1. General Terms
These terms and conditions apply to your participation in the Lumino Dental Plan ("Plan") offered by Lumino Dental Limited NZBN 9429037883799 (“Lumino”). By signing up to the Plan, you agree to these Terms and Conditions, our Privacy Policy and the Website Terms of Use.
We may update these Terms and Conditions from time to time (for example, to reflect changes to our services, the law or our business). If we make material changes, we will provide reasonable notice (such as by email or a prominent notice on our website), unless we are required to make the changes sooner by law.
If you do not agree to the updated Terms and Conditions, you may cancel your Plan before the changes take effect.
Your continued use of the Plan after the effective date means you accept the updated Terms and Conditions.
2. Plan Summary
The Plan is a 12-month subscription service that entitles you to receive certain treatments and discounts at participating Lumino practices during the Plan term. The Plan will automatically renew at the completion of each 12-month period unless you request to cancel before the end of the term. You have the choice of paying monthly or annually for the Plan.
3. Eligibility and Sign-Up Requirements Summary
To sign up for the Lumino Dental Plan, you must:
· Apply for a unique personal account (each Plan subscription is individual and cannot be shared with or transferred to another person);
· Not have active Plan at any Lumino practice
· Use a unique email address not already associated with another active Lumino Dental Plan membership;
· Select a participating Lumino practice as your nominated provider;
· Choose a login method (e.g. email/password or Google) at sign-up. Please note that this will be permanently linked to your Plan account’s Patient Portal and cannot be changed;
· Select a payment frequency (monthly or annual) for the 12-month membership term;
· Provide accurate and complete personal details, including full name, date of birth, and mobile number;
· Agree to these Terms and Conditions and complete payment setup to activate the Plan.
The Plan may not be suitable for every patient. Your dentist will be able to let you know of the most appropriate treatment course if the Plan is not suitable for you.
4. The Benefits
o Each Plan includes the following benefits:
- one standard Exam and X-Rays;
- two standard hygiene appointments; and
- 10% off additional treatments (exclusions below)
(altogether “Benefits”)
o If advanced or additional hygiene care is required, an additional fee will apply. This will be advised prior to the treatment.
o Benefits are valid for a period of 12 months only from the date of purchase and cannot be transferred to and/or roll over into any subsequent Plan.
o The Plan and Benefits are not transferable to another person and cannot be redeemed for cash.
5. Participating Practices
o The Plan is only offered at participating Lumino practices (Participating Practices). It cannot be used at any specialist practices, or non-participating practices.
o The Plan can only be used at your chosen Participating Practice and cannot be redeemed or transferred to another Participating Practice.
o Patients may change the date of their appointment under the Plan in accordance with the Participating Practice's cancellation policy. Please speak to your Participating Practice regarding their specific cancellation policy.
o Participating Practices will make reasonable efforts to assist with booking appointments in a timely manner; however, it remains the sole responsibility of the patient to ensure all included benefits are used within the 12-month term.
o In the event a patient fails to cancel an appointment without providing at least 24 hours’ notice to their Participating Practice, it will be at the sole discretion of the Participating Practice as to whether the treatment will remain unredeemed under the Plan.
o If any provider (dentist or hygienist) originally booked by you for a Plan treatment is not available on the appointment date, the treatment will be with another suitably qualified provider. Lumino will make every attempt to contact you to advise you of any unexpected changes made to your appointment.
If your Participating Practice stops offering the Plan, Lumino will work with you in good faith to find a reasonable alternative solution. Lumino will make the final decision on the most appropriate solution based on your circumstances and available options.
6. Registration and Use of the Patient Portal
o When purchasing the Plan you are required to provide a working email address, or your Google credentials. This information is used by Lumino to create access to the Lumino Dental Plan Patient Portal (“Patient Portal”).
o The Patient Portal allows you to:
- View redeemed and outstanding Benefits within your current 12 month plan cycle
- Book unredeemed Benefits online
- View your payments, make catch-up payments, and update your credit or debit card details
- View personal details
- Update your Patient Portal password
- Download the receipt for the most recently completed Dental Plan period
o The login method you select when signing up (e.g. email/password or Google) will be fixed to your active Plan account and cannot be changed or manually amended at a later stage. Please ensure you choose a method you will continue to have access to.
o The Patient Portal reflects information pertaining to your current Plan period. If you have any questions regarding previous Plan periods, please contact the Lumino Dental Plan Support Team (“LDP Team”) at [email protected]
o The Patient Portal only displays treatment received under your Plan. Treatment received outside of your Benefits (whether at Lumino practices or elsewhere) is not included in your Patient Portal history.
7. Term and Renewal
o The Plan membership and its benefits are valid for a period of 12 months from the date you sign up.
o When you register for the Plan, you commit to the full 12-month term.
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o If you choose to cancel the Plan before the end of the 12-month term, and you have redeemed any entitled Benefits, you will be liable for the cost of the redeemed treatment at it’s full retail price, minus any payments completed towards the Plan prior to cancellation
o The Plan automatically renews at the end of each 12-month term. If you do not wish to renew your Plan, it is your responsibility to notify Lumino by email at [email protected] that you do not want to renew the Plan for another 12-month term. It is not systematically possible to pause or delay the automatic renewal of your Plan, and future cancellation requests will not be accepted.
o On or about 15 days prior to the end of the 12-month term for the Plan, Lumino will send an automatic email reminder about the upcoming renewal. This email will include a link to the cancellation request form, should you wish to opt out. If no cancellation request is submitted, a follow-up automatic email will be sent on the renewal date confirming the Plan has been renewed for a further 12-month term. .
8. Plan Communications
o We will communicate any operational updates about your Plan, including renewal and any changes that may impact your Plan.
o It is your responsibility to notify us in writing if your contact details change, otherwise, we will not be able to contact you and send a reminder to you about the end of the 12-month term and the renewal of the Plan.
o Patients are solely responsible for advising their Participating Practice if there are any changes to their details, including credit card, address, phone numbers and/or email addresses and the Participating Practice is not responsible for notifications and reminders failing to reach the Patient in the event that the patient has not updated their details.
9. Payment
o You must choose a payment schedule (monthly or annually) during the registration process. Once chosen, this cannot be changed and payments will be auto deducted until the Plan is cancelled.
o The Plan must be paid by direct debit via your credit or debit card. It cannot be paid via EFTPOS, bank transfer or directly to your Participating Practice. The Plan cannot be paid for using Q-card finance offers or other Buy Now Pay Later products unless otherwise stated.
o Payments are processed by Stripe New Zealand Limited. By signing up, you authorize information sharing with Stripe as necessary for payment processing.
o If payment fails, Stripe will automatically retry to process payments up to 6 times, until successful or until a new invoice is due. Your Participating Practice may contact you to discuss any outstanding payments. They may also instruct you to contact the LDP Team on [email protected], or submit a request on your behalf for them to contact you directly regarding any outstanding payments.
o It is the sole responsibility of the patient to ensure that they are up-to-date with their Plan payments, and that their card information remains accurate.
o If you have any outstanding payments, you will not be eligible to redeem any entitled Benefits until these payments have been recovered.
o Lumino reserves the right to deny the purchase of the Plan, or cancel a Plan at any time where the customer has failed to comply with the agreed payment terms. If Lumino cancels the Plan because the payment terms have not been met, you will not be entitled to any refund, and you will be liable for the cost of any Benefits redeemed within the associated 12-month Plan period at their full retail price, minus any successful payments made towards the Plan prior to failure. Any outstanding retail balance will be invoiced to you through your Participating Practice.
10. Price
o Before you register for the Plan, you will be informed of the total amount payable by you for that 12-month term (the "Plan Price").
o The Plan Price is based on the participating practice that you select at the point of purchase. The Plan Price may vary slightly between Participating Practices.
o The Plan Price is guaranteed to you for that 12-month term of your Plan.
o Lumino retains the right to change the plan price at any time. Any price changes will apply to existing plans at the point of renewal, and to new sign-ups from the point of activation of the new price point. Existing customers will be informed of any relevant price changes as part of the renewal email.
11. Limits on Use of 10% Discount
o The 10% discount on treatment cannot be used in combination with any other offers or promotions, including but not limited to:
- Any Southern Cross discounts or offers
- corporate offers
- dental exam & X-ray offers
- new patient offers
- Any Gold Card discounts
o You have the option to choose which eligible discount you would like to apply at the time of payment.
o The 10% discount on treatment cannot be used in combination with any government funded discount or programme, including but not to:
- Ministry of Health Dental Benefits
- Work and Income (WINZ) payments
- Accident Compensation Corporation (ACC) payment
o You have the option to choose which eligible discount you would like to apply at the time of payment.
o The 10% discount on treatment is not available where you pay using:
- Q-card® finance offers
- Afterpay
o At the time of payment to your Participating Practice for additional treatments outside the Plan Benefits, you can choose to apply the Plan discount or use Q-card® finance or Afterpay to pay for the standard cost of the treatment.
12. Specific Treatment Types Excluded from the 10% Discount
o The 10% discount excludes (but is not limited to): Dental Implants, Orthodontic Services, Oral medicine services, Sedation (all forms) and specialist care. Any other exclusions are at the discretion of your Participating Practice and will be advised at the point of payment.
13. Cancellation
o You can request cancellation by providing written notice to your Participating Practice or to the LDP Team. All cancellation requests are reviewed and processed by the LDP team only. Cancellations cannot be completed through your Patient Portal or directly by your Participating Practice.
o All cancellation requests are subject to review before approval. Lumino reserves the right to decline cancellation requests, and any declined requests will be explained to you directly.
o Refund Policy:
If you owe Lumino money after cancellation, we will provide written notice. Plan payment amounts will be charged to your registered payment method. Treatment costs will be invoiced by your Participating Practice.