Terms and Conditions

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Effective Date: June 15, 2022
These Terms and Conditions (“Terms”) govern all interactions between Crux Laboratory Inc. (“Crux”, “we”, or “our”) and any clinician, clinic, or entity (“you” or “the Clinic”) submitting orders, using our services, or accessing resources provided by Crux.

By placing an order or engaging with Crux, you acknowledge and accept these Terms in full.

Crux only fulfills orders from licensed healthcare providers authorized to prescribe custom orthotics within their jurisdiction (e.g. Chiropractors, Podiatrists, Pedorthists, Orthotists, Physiotherapists). Clinics are responsible for ensuring their compliance with provincial regulations and third-party payer guidelines.

To initiate production, all orders must include:

• A complete work order form
   
• A valid 3D foot scan, foam impression, or plaster/slipper cast
   

Incomplete orders may be held until required information is received. Order forms are available through our portal or upon request.

Standard turnaround is up to 10 business days from receipt of a complete order. Delays due to incomplete orders are not the responsibility of Crux. Expedited production may be available upon request, but is not guaranteed.

Shipping options include:

• Same-day or next-day courier (Calgary)
   
• Regional and national carriers (Canada-wide)
   

Shipping fees are billed per order or invoiced monthly. Crux is not responsible for delivery delays caused by carriers, incomplete addresses, or external disruptions.

• No-Charge modifications using original materials are offered for up to 3 months after delivery.
   
• Orthotic shells carry a 5-year warranty against breakage under normal use.
   
• Top and bottom covers are warrantied for 3 months.
   

Beyond these periods or for design changes, additional fees may apply.

All orthotics are custom-made medical devices and are non-refundable and non-returnable unless defective- Subject to lab discretion.

Orthotics are manufactured based on the information provided. It is the prescribing clinician’s responsibility to ensure accurate casting, prescription details, patient fitting, and follow-up care. Crux is not liable for clinical errors, misprescriptions, or adverse patient outcomes.

Invoices are due upon receipt unless otherwise agreed in writing. Late payments may incur interest at 2% per month (24% annually). Accounts in arrears may be subject to production or delivery holds.

All designs, forms, templates, software configurations, and written materials created or distributed by Crux remain our exclusive intellectual property. Reproduction, modification, resale, or public use without written consent is prohibited.

Use of Crux branding (logos, trade names) must comply with our brand policy. Custom orthotic styles developed jointly remain the property of Crux Laboratory Inc. unless otherwise agreed in writing.

All client and patient data is handled in compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA). Crux takes reasonable steps to protect personal information from unauthorized access, use, or disclosure.

Crux shall not be held liable for failure or delay in fulfilling its obligations due to circumstances beyond reasonable control, including but not limited to: natural disasters, shipping disruptions, equipment failure, or public health emergencies.

To the maximum extent permitted by law, Crux shall not be liable for any indirect, incidental, consequential, or punitive damages, including but not limited to loss of revenue, client relationships, or business interruption, even if advised of the possibility of such damages.

These Terms shall be governed by the laws of the Province of Alberta and the applicable federal laws of Canada. Any disputes shall be resolved exclusively in the courts of Calgary, Alberta.

Crux may update these Terms at any time. The latest version will always be posted at www.cruxlaboratory.ca/terms. Continued use of our services constitutes acceptance of any revised Terms.

Questions? We’re here to help:  info@cruxlaboratory.ca