信任與透明制度
Mejene 覓臻顏 信任建設與透明化文檔
生效日期：2026年02月16日
前言
在Mejene覓臻顏，我們堅信：信任源於透明，透明源於數據。
本《信任建設與透明化文檔》（以下簡稱“本透明化文檔”）旨在向您全面、清晰地展示Mejene如何通過信息公示、流程可視、數據可溯，踐行“美有可溯，數據保真”的品牌承諾。我們將合作診所、材料品牌、產品價格、服務流程等信息主動向您公開，讓您的每一次決策都有據可依。
本透明化文檔以中文和英文書寫。兩種語言文本具有同等法律效力。中文版本與英文版本在任何條款的解釋上發生衝突，應以中文版本為準。
本透明化文檔是《Mejene覓臻顏用戶服務協議》的組成部分，與主協議具有同等法律效力。
一、合作診所公示
1.1 公示目的
根據《醫療機構依法執業信息公示要求》及四部門聯合通知，口腔醫療機構應“主動在明顯區域公示本機構各項口腔醫療服務、醫用耗材等信息，並向公眾提供查詢服務，接受社會監督”。為踐行這一原則，Mejene對合作診所進行完整公示。
1.2 公示內容
我們對每家合作診所公示以下信息：
| 信息類別 | 公示內容 | 說明 |
|---------|---------|------|
| **機構基本信息** | 診所名稱、地址、聯繫電話、營業時間 | 方便您聯繫和到訪 |
| **執業資質** | 《醫療機構執業許可證》或《診所備案憑證》正本照片 | 證明診所依法執業 |
| **醫生團隊** | 執業醫師姓名、照片、執業範圍、從業年限 | 讓您瞭解為您服務的醫生 |
| **服務項目** | 可提供的口腔醫療服務項目列表 | 方便您選擇 |
| **設備設施** | 診所配備的主要診療設備 | 體現專業能力 |
1.3 公示方式
您可通過以下方式查詢合作診所信息：
- 診所詳情頁：點擊診所名稱可查看上述完整公示信息
1.4 服務評價
為保障您的監督權，本平臺設有服務評價功能。您在合作診所就診後，可對本次服務進行評價（匿名或實名，由您選擇）。評價將作為診所服務質量的重要參考，但不公開展示涉及個人隱私的內容。
二、材料品牌與價格公示
2.1 品牌公示
Mejene平臺提供的所有牙冠、牙貼面產品，均採用聯名品牌模式（Mejene x 品牌名），清晰公示材料來源：
例如:
| 品牌系列 | 原廠品牌 | 產地 | 材料特性 | 適用人群 |
Mejene x Lava | Lava（美國/3M） | 美國 | 頂級強度，自然美學 | 旗艦級用戶 |
公示方式：產品頁面清晰標註“Mejene x 品牌名”，並提供原廠品牌介紹、材料特性說明。
2.2 價格公示
根據《價格法》及明碼標價規定，我們對所有產品實行透明定價：
特別說明：
- 上述價格為產品本身費用，您需另行支付診所醫療操作費，具體以診所公示為準
- 本平臺保留根據市場變化調整價格的權利，調整前已支付訂單不受影響
- 您在本平臺購買產品後，將獲得雙質保卡（原廠質保卡+加工廠質保卡），終身可溯
2.3 費用結構透明化
我們堅持費用結構透明化，讓您清楚每一筆費用的去向：
```
您支付的費用
├── 產品費（付給Mejene平臺）
│ ├── 材料成本（原廠品牌）
│ ├── 加工成本（合作工廠）
│ └── 平臺服務（數據存儲、會員權益）
└── 醫療操作費（付給合作診所）
├── 醫生技術費
├── 診療耗材費
└── 診所服務費
```
三、質保卡查詢系統
3.1 雙質保卡說明
您通過Mejene平臺購買產品後，將獲得兩張質保卡：
| 質保卡類型 | 提供方 | 保障內容 | 有效期 | 查詢方式 |
|-----------|-------|---------|-------|---------|
| **原廠瓷塊質保卡** | 材料原廠 | 證明材料為原廠正品 | 按原廠規定 | 掃描原廠二維碼或登錄原廠官網 |
| **加工廠質保卡** | 合作加工廠 | 對製作工藝負責，崩瓷、斷裂等質量問題免費重做 | 5年（具體以卡面為準） | 掃描本平臺二維碼或登錄Mejene查詢 |
3.2 質保卡查詢流程
您可通過以下步驟查詢質保信息：
1. 掃描二維碼：使用微信掃描質保卡上的二維碼，進入Mejene質保查詢系統
2. 輸入驗證信息：輸入產品編號、患者姓名或訂單號
3. 查看質保信息：系統將顯示：
- 產品基本信息（品牌、型號、生產日期）
- 原廠材料證明（可鏈接至原廠驗證頁面）
- 加工廠信息
- 質保期限
- 維修記錄（如有）
3.3 質保卡與Smile ID關聯
您的質保卡信息將自動關聯至您的Smile ID。登錄本平臺後，您可在“我的質保卡”中查看所有質保卡信息，無需重複輸入。
3.4 常見問題
| 問題 | 解答 |
|-----|------|
| 質保卡丟失了怎麼辦？ | 您的質保信息已關聯至Smile ID，登錄本平臺即可查詢 |
| 診所倒閉了，質保還有效嗎？ | 有效。加工廠質保卡獨立於診所，您可憑卡直接聯繫加工廠 |
| 產品維修後質保如何計算？ | 維修部分按新質保卡重新計算，原產品剩餘質保繼續有效 |
四、透明化服務流程
4.1 六步透明流程
您的Mejene服務之旅，將經歷以下六個透明化節點：
```
第一步：預約諮詢
您通過本平臺選擇合作診所、醫生和時間
系統記錄您的預約信息，發送確認通知
↓
第二步：材料選擇
您在產品頁面選擇心儀的品牌系列
頁面清晰展示品牌、價格、材料特性
↓
第三步：設計確認（數位簽核）
醫生上傳設計方案至您的Smile ID
您登錄平臺查看，點擊“確認”或提出修改意見
您的確認記錄將永久保存
↓
第四步：試戴確認
工廠生產完成後，產品寄送至診所
您到店試戴，滿意後在《產品確認單》上簽字
您的簽字確認記錄將上傳至Smile ID
↓
第五步：驗收完成
醫生完成安裝，您驗收滿意
平臺更新您的Smile ID，記錄交付完成
↓
第六步：終身可溯
您的所有數據——從第一次諮詢到最終交付
均永久保存在您的Smile ID中
未來任何決策，都有據可依
```
4.2 知情同意與透明化
中華口腔醫學會《正畸治療知情同意共識》指出：知情同意不僅是法律和倫理的基本要求，更是建立醫患信任關係、提高患者依從性與治療滿意度的核心環節。
在Mejene，我們將知情同意貫穿服務全程：
- **治療前**：充分告知治療方案、潛在風險、不確定性及相關費用
- **治療中**：保持持續溝通，動態評估，尊重您的自主選擇
- **治療後**：提供完整數據記錄，終身可溯
4.3 您的聲音被聽見
我們設有滿意度調查和**意見徵集渠道：
- 每次服務完成後，您可對本次體驗進行評價
- 您的評價將作為我們優化服務的重要參考
- 對於集中反映的問題，我們將主動改進並在平臺公告
4.4 投訴與爭議處理
如您對服務有任何不滿，您可通過以下渠道反饋：
- 客服：support@mejene.cn
我們承諾：在收到您的反饋後 2 個工作日內響應，5個工作日內給出處理方案。
五、信任承諾
在Mejene，我們向您作出以下信任承諾：
| 承諾事項 | 承諾內容 |
|---------|---------|
| **透明承諾** | 所有信息——診所資質、材料品牌、產品價格、服務流程——均主動向您公開 |
| **數據承諾** | 您的數據永久保存，所有權歸您，我們僅作為保管者 |
| **質量承諾** | 所有產品均提供雙質保，終身可溯 |
| **中立承諾** | 我們是獨立第三方，不偏袒任何診所，只為您的權益守護 |
| **響應承諾** | 您的任何問題，我們都將在5個工作日內響應 |
六、本透明化文檔的更新
我們可能適時更新本透明化文檔，以反映業務發展或法律法規的變化。如本透明化文檔發生重大變更，我們將通過平臺公告、彈窗提示或站內信等方式通知您。
本透明化文檔的最新版本始終在本平臺公示，您可隨時查閱。
七、聯繫我們
如您對本透明化文檔有任何疑問、意見或建議，或需要行使您對透明化信息的知情權，您可通過以下方式聯繫我們：
- 客服郵箱：support@mejene.cn
我們將在收到您聯繫後的15個工作日內予以回覆。
您確認：繼續使用本平臺，即表示您已閱讀並理解本透明化文檔。我們承諾以最大的透明度，守護您的每一次微笑。
Mejene 觅臻颜 Trust Building and Transparency Documentation
Effective Date:02/16, 2026
Preface
At Mejene覓臻顏, we firmly believe that **trust stems from transparency, and transparency stems from data**.
This "Trust Building and Transparency Documentation" (hereinafter referred to as "this Transparency Documentation") aims to comprehensively and clearly demonstrate to you how Mejene fulfills its brand promise of "A Traceable Beauty, Genuine Data" through information disclosure, process visualization, and data traceability. We proactively disclose information regarding partner clinics, material brands, product prices, service processes, and more, ensuring that every decision you make is evidence-based.
This Transparency Documentation is written in both d Chinese and English. Both language versions shall have equal legal effect. In the event of any conflict in the interpretation of any term or provision between the Chinese version and the English version, the Chinese version shall prevail.
This Transparency Documentation is an integral part of the "Mejene覓臻顏 User Service Agreement" and has the same legal effect as the main agreement.
I. Partner Clinic Disclosure
1.1 Purpose of Disclosure
According to the "Requirements for Public Disclosure of Medical Institution Legal Practice Information" and the joint notice from four government departments, oral medical institutions should "proactively disclose information regarding their oral medical services and medical consumables in prominent areas, and provide public inquiry services to accept social supervision" . To implement this principle, Mejene provides full disclosure of its partner clinics.
1.2 Disclosure Content
We disclose the following information for each partner clinic:
| Information Category | Disclosure Content | Description |
| :--- | :--- | :--- |
| **Basic Clinic Information** | Clinic name, address, contact number, business hours | For your convenience in contacting and visiting |
| **Practice Qualifications** | Copy of the "Medical Institution Practice License" or "Clinic Registration Certificate" | Proof that the clinic practices legally |
| **Medical Team** | Practicing physicians' names, photos, scope of practice, years of experience | Helping you understand who will serve you |
| **Services Offered** | List of oral medical services available | For your selection convenience |
| **Facilities & Equipment** | Main diagnostic and treatment equipment available at the clinic | Demonstrating professional capability |
1.3 Disclosure Methods
You can access partner clinic information through the following methods:
- **Clinic Detail Page**: Clicking on the clinic name allows you to view the complete disclosure information mentioned above
1.4 Service Evaluation
To protect your right to supervise, this Platform features a service evaluation function. After your visit to a partner clinic, you may evaluate the service received (anonymously or with your name, at your choice). These evaluations will serve as an important reference for clinic service quality, but content involving personal privacy will not be publicly displayed.
II. Material Brand and Price Disclosure
2.1 Brand Disclosure
All dental crown and veneer products offered on the Mejene platform utilize a co-branding model (Mejene x Brand Name), with clear disclosure of material sources:
For instance:
| Mejene x Lava | Lava (USA/3M) | USA | Top-tier strength, natural aesthetics | Flagship users |
Disclosure Method: Product pages clearly indicate "Mejene x Brand Name" and provide information about the original manufacturer and material characteristics .
2.2 Price Disclosure
In accordance with the "Price Law" and requirements for clear pricing, we implement transparent pricing for all products :
Special Notes:
- The prices above are for the product itself. You need to pay the clinic's medical operation fees separately, the exact amount is subject to the clinic's disclosure
- This Platform reserves the right to adjust prices based on market changes; orders paid before any adjustment will not be affected
- After purchasing products on this Platform, you will receive Dual Warranty Cards*(Original Manufacturer Warranty Card + Processing Facility Warranty Card), traceable for life
2.3 Transparent Fee Structure
We insist on a transparent fee structure, allowing you to clearly understand the destination of each payment:
```
Payment You Make
├── Product Fee (Payable to Mejene Platform)
│ ├── Material Cost (Original Brand)
│ ├── Processing Cost (Partner Facility)
│ └── Platform Service (Data Storage, Membership Benefits)
└── Medical Operation Fee (Payable to Partner Clinic)
├── Doctor's Technical Fee
├── Consumables Fee
└── Clinic Service Fee
```
III. Warranty Card Inquiry System
3.1 Explanation of Dual Warranty Cards
After purchasing a product through the Mejene platform, you will receive two warranty cards:
| Warranty Card Type | Issuer | Coverage | Validity Period | Inquiry Method |
| **Original Material Warranty Card** | Material Manufacturer | Certifies material is genuine | As per manufacturer's policy | Scan original manufacturer's QR code or visit their official website |
| **Manufacturer Warranty Card** | Partner Processing Facility | Covers workmanship issues (chipping, fracture, etc.) - free remake | 5 years (subject to card details) | Scan this Platform's QR code or log in to Mejene for inquiry |
3.2 Warranty Card Inquiry Process
You can check warranty information through the following steps :
1. Scan QR Code: Use WeChat to scan the QR code on the warranty card to enter the Mejene warranty inquiry system
2. Enter Verification Information: Enter the product number, patient name, or order number
3. View Warranty Information: The system will display:
* Basic product information (brand, model, production date)
* Original material certification (can link to the manufacturer's verification page)
* Processing facility information
* Warranty period
* Repair records (if any)
3.3 Warranty Card and Smile ID Association
Your warranty card information will be automatically linked to your Smile ID. After logging in to this Platform, you can view all your warranty card information under "My Warranty Cards" without needing to re-enter it.
3.4 Frequently Asked Questions
| Question | Answer |
| What if I lose my warranty card? | Your warranty information is already linked to your Smile ID; you can log in to this Platform to view it. |
| Is the warranty still valid if the clinic closes down? | Yes. The Manufacturer Warranty Card is independent of the clinic; you can contact the processing facility directly using the card. |
| How is the warranty calculated after a product repair? | The repaired part is covered by a new warranty card starting from the repair date; the original warranty for the remaining parts continues to be valid. |
IV. Transparent Service Process
4.1 Six-Step Transparent Process
Your Mejene service journey will go through the following six transparent checkpoints:
```
Step 1: Appointment & Consultation
You select a partner clinic, doctor, and time through this Platform
The system records your appointment information and sends a confirmation notice
↓
Step 2: Material Selection
You choose your desired brand series on the product page
The page clearly displays the brand, price, and material characteristics
↓
Step 3: Design Confirmation (Digital Sign-off)
The doctor uploads the treatment plan to your Smile ID
You log in to the Platform to review it, click "Confirm" or provide feedback
Your confirmation record will be permanently saved
↓
Step 4: Trial Wear Confirmation
After production, the product is shipped to the clinic
You visit the clinic for trial wear and sign the "Product Confirmation Form" if satisfied
Your signed confirmation record will be uploaded to your Smile ID
↓
Step 5: Acceptance & Completion
The doctor completes the installation, and you accept and confirm
The Platform updates your Smile ID, recording the delivery as complete
↓
Step 6: Lifetime Traceability
All your data – from the initial consultation to final delivery
Is permanently stored in your Smile ID
Any future decision can be made based on evidence
```
4.2 Informed Consent and Transparency
The "Consensus on Informed Consent for Orthodontic Treatment" by the Chinese Stomatological Association states: Informed consent is not only a fundamental legal and ethical requirement but also a core element in building the doctor-patient trust relationship, improving patient compliance, and enhancing treatment satisfaction .
At Mejene, we integrate informed consent throughout the entire service process:
- Pre-treatment: Full disclosure of treatment plans, potential risks, uncertainties, and related costs
- During Treatment: Maintaining continuous communication, dynamic evaluation, and respecting your autonomous choices
- Post-treatment: Providing complete data records, traceable for life
4.3 Your Voice is Heard
We have features for Satisfaction Surveys and Feedback Collection :
- After each service completion, you can evaluate your experience
- Your evaluation will serve as an important reference for our service optimization
- For issues reported frequently, we will proactively make improvements and announce them on the Platform
4.4 Complaints and Dispute Handling
If you are unsatisfied with any service, you can provide feedback through the following channels:
- Customer Service:
- **Customer Service Email: support@mejene.cn
We commit to: Responding within 3 working day of receiving your feedback, and providing a resolution plan within 5 working days.
V. Trust Commitment
At Mejene, we make the following trust commitments to you:
| Commitment Item | Commitment Content |
| **Transparency Commitment** | All information – clinic qualifications, material brands, product prices, service processes – is proactively disclosed to you. |
| **Data Commitment** | Your data is permanently stored, ownership belongs to you; we act only as its custodian. |
| **Quality Commitment** | All products come with a dual warranty, traceable for life. |
| **Neutrality Commitment** | We are an independent third party, not favoring any clinic, only safeguarding your rights and interests. |
| **Responsiveness Commitment** | We will respond to any of your inquiries within 1 working day. |
VI. Updates to This Transparency Documentation
We may update this Transparency Documentation from time to time to reflect business development or changes in laws and regulations. If material changes are made to this Transparency Documentation, we will notify you through Platform announcements, pop-up prompts, or internal messages.
The latest version of this Transparency Documentation is always published on this Platform, and you may review it at any time.
VII. Contact Us
If you have any questions, comments, or suggestions regarding this Transparency Documentation, or need to exercise your right to information regarding transparency, you may contact us through the following methods:
- Customer Service Email: support@mejene.cn
We will respond within 15 working days of receiving your contact.
You Confirm: By continuing to use this Platform, you acknowledge that you have read and understood this Transparency Documentation. We commit to protecting every smile of yours with the utmost transparency.