At Desi Dental, we are committed to delivering high-quality dental care and ensuring transparency in all financial matters. This Return & Refund Policy outlines the conditions under which refunds or adjustments may be considered for payments made to the Clinic.

Dental services are professional, personalized, and often irreversible medical procedures involving clinical expertise, materials, laboratory work, and time. As such, refunds are limited and subject to strict criteria. By booking services, making payments, or receiving treatment, you acknowledge and agree to this policy.

1. General Principles

  • Completed treatments (e.g., consultations, cleanings, fillings, extractions, root canals, crowns, veneers, implants placement/restoration, whitening, or any procedure where services have been fully or partially rendered) are generally non-refundable. Payment is for the professional service provided, not solely for the outcome.
  • Refunds are not issued based solely on personal dissatisfaction with aesthetic results (e.g., shade, shape preferences in cosmetic work) when the treatment was performed to accepted clinical standards and with your informed consent.
  • We do not offer “satisfaction guarantees” for irreversible procedures, as outcomes depend on individual biology, compliance with aftercare, and other factors beyond our control.
  • Any refund requests must be submitted in writing (email or in-person) within 30 days of the relevant payment or service date, accompanied by supporting details.

2. Eligible Refund Situations

Refunds or partial credits may be considered in the following limited cases:

  • Services not yet provided Full refund (minus any non-recoverable administrative or deposit fees) if you cancel treatment before any clinical work begins.
  • Overpayments or billing errors Full refund of any overcharged amount identified by the Clinic or reported by you.
  • Cancellations with sufficient notice As per our Terms and Conditions:
    • Cancellations with ≥ 24 hours’ notice → No cancellation fee; full refund of prepaid amounts (if any).
    • Late cancellations (< 24 hours) or no-shows → Up to 50% of scheduled treatment cost may be retained as a fee; remaining balance refundable.
  • Major clinical complications directly attributable to our error (rare) In exceptional cases where a procedure fails due to documented clinical fault (not patient non-compliance, normal wear, or unforeseen biological response), we may offer:
    • Free remedial treatment (preferred), or
    • Partial refund (after deducting value of services already provided, lab fees, materials used, and administrative costs). This requires review by our clinical team and may involve a second opinion.
  • Deposits for complex treatments (e.g., implants, orthodontics, full-mouth cases) Deposits are generally non-refundable once planning, impressions, or lab work has commenced, as these incur irrecoverable costs. Partial refunds may be considered if no irreversible steps have been taken.

3. Non-Refundable Items

The following are typically non-refundable:

  • Completed or partially completed procedures
  • Laboratory fees (e.g., crowns, veneers, dentures, implant components)
  • Materials and consumables used
  • Diagnostic services (X-rays, scans, models)
  • Consultation fees
  • Deposits for appointment slots or scheduling
  • Any services covered under insurance claims already processed

4. Warranty on Restorative Work

For certain restorations (e.g., crowns, veneers, bridges, implants), we provide a limited warranty against material failure or manufacturing defects (details provided in your treatment plan or separate warranty document).

  • Warranty covers repair/replacement at no extra charge (subject to normal use and compliance with aftercare).
  • It does not cover refunds, aesthetic dissatisfaction, or issues from patient factors (e.g., grinding, poor hygiene, accidents).
  • Warranty does not apply if you seek treatment elsewhere without our prior agreement.

5. Refund Process

  • Submit your request in writing to [insert email, e.g., refund@desidental.ph] or at reception, including: patient name, appointment/treatment details, date of service, payment proof, and reason for request.
  • We will review within 14 working days (longer for complex clinical cases requiring assessment).
  • Approved refunds will be processed to the original payment method (or bank transfer if cash/card not feasible) within 30 working days.
  • Any applicable deductions (lab fees, services rendered, cancellation charges) will be clearly explained.

6. Complaints & Dispute Resolution

If you are dissatisfied with treatment or our refund decision, please raise it promptly via our complaints procedure (detailed in our Terms and Conditions). We aim to resolve issues amicably through discussion, remedial care where appropriate, or mediation. Unresolved disputes are governed by Philippines law and subject to the jurisdiction of competent courts in Hanoi.

7. Changes to This Policy

We may update this policy from time to time. The current version is posted here with the “Last updated” date. Continued use of our services constitutes acceptance of the revised policy.

Thank you for choosing Desi Dental. We strive for excellence in care and fairness in all dealings. If you have questions about this policy, please contact us before proceeding with treatment.