1. Scope and Applicability
This Refund and Cancellation Policy expressly governs all financial transactions, pre-paid consultations, and treatment packages booked through the Correct Smiles Orthodontics digital platform. By initiating a payment on our platform, you unconditionally accept the terms, conditions, and limitations set forth in this policy.
2. Appointment Cancellations and Consultation Fees
2.1 Cancellation by Patient: Patients may cancel an upcoming consultation via their digital dashboard prior to the scheduled appointment time. Upon successful proactive cancellation before the designated time, the patient is eligible for a full refund of any pre-paid consultation fee.
2.2 No-Shows and Retroactive Cancellations: Failure to attend a scheduled appointment ("no-show") or attempting to cancel after the appointment time has commenced constitutes a forfeiture of the pre-paid consultation fee. Under such circumstances, Correct Smiles Orthodontics reserves the right to deny any refund requests.
2.3 Cancellation by Clinic: In the rare event that Correct Smiles Orthodontics must cancel or reschedule an appointment due to clinical emergencies or unavailability, patients will be offered an alternative slot or a full, immediate refund without penalty.
3. Treatment Packages and Clinical Orthodontics
3.1 Bespoke Nature of Orthodontics: Refunds for ongoing, long-term orthodontic treatments (including but not limited to traditional braces, clear aligners, and customized retainers) are governed strictly by the physical clinical contract signed in-person at the clinic prior to treatment initiation. Custom-fabricated appliances (such as Invisalign trays or molded retainers) are non-refundable once the laboratory manufacturing process has commenced.
3.2 Mid-Treatment Termination: Should a patient wish to terminate a long-term treatment plan prematurely, a prorated refund evaluation will be conducted by the lead clinician. The evaluation will subtract the cost of clinical time rendered, laboratory fees incurred, and materials consumed up to the date of termination.
4. Refund Processing Logistics
4.1 Initiation: Valid refunds resulting from online cancellations are initiated electronically by our staff.
4.2 Source Reversal: In strict compliance with Anti-Money Laundering (AML) best practices, all approved refunds for online payments are processed explicitly back to the original method of payment (e.g., Credit Card, Debit Card, UPI, or Netbanking). Cash refunds for online transactions are strictly prohibited.
4.3 SLA and Timelines: While Correct Smiles Orthodontics initiates the refund immediately upon confirmation, the actual crediting of funds is dependent on third-party banking networks. Please allow 5-7 business days for the reversed funds to reflect on your bank or credit card statement.
5. Dispute Resolution
If you believe a refund has been unjustly delayed beyond 7 business days, or if you wish to formally dispute a charge, you must contact our billing department at contact@correctsmiles.com with your transaction ID and appointment details before initiating a chargeback with your financial institution.