Refund & Re-Treatment Policy
Refund Policy
The treatment fees once paid will not be refunded back under normal circumstances.
However partial or complete refund, at the sole discretion of SmyleXL management can be granted under following situations:-
- 1. Excess amount is paid in SmyleXL clinic account by mistake by the patient
- 2. Medical conditions where patient is not fit for carrying out dental treatments
- 3. Inappropriate treatment outcome but only after thorough review by SmyleXL quality control team and at the sole discretion of SmyleXL management.
Refund Conditions
- 1. Refund request should have been initiated within 6 months after treatment
- 2. Consultation fees, x-rays fees & membership plans are not eligible for refund
- 3. Dental lab charges for prosthesis, aligners, crowns, dentures etc. are not eligible for refund and will be deducted during the refund process
Refund Process
- 1. Patient need to submit written application along with the proofs of documents e.g. treatment receipt, X-rays, prescription etc
- 2. Patient is also needed to return SmyleXL delivered dentures, crowns & bridges, prosthesis, implants, aligners etc if asked for, to the treating clinic for which refund is asked, failing to which claim can be rejected
- 3. SmyleXL Quality Team will initiate the refund review request based on all facts & patient-provided records pertaining to the underlying condition and reserves full and complete right to approve / decline the refund
- 4. The refund process will be completed within 30 days of initiation of the refund review request
Refund Options
The patient can choose following options for the refund amount once it is sanctioned
- 1. Moneyback – The money is credited back to patient’s given account
- 2. SmyleXL Smilies Program
- 1. The refund amount will be credited to patient’s SmyleXL account in the form of Smilies
- 2. The smilies can be used for any treatment within one year for the patient or anyone else after patient’s written request of transfer
- 3. Smilies benefit – there’ll be automatic waiver of consultation fees, X-ray required and treatment planning fees
Refund Non- Eligibility:
- 1. Ongoing Treatments / incomplete Treatments
- 2. Treatment outcome getting affected because of repeated no-show / missed appointments by the patient
- 3. Patient not following the given instructions properly during & after the treatment e.g. not wearing aligners, retention plates as per instructions etc
- 4. Any treatment done by the patient at any other clinic outside SmyleXL
- 5. In case of aligners treatment, If impressions or scan has been done and the aligners have been ordered
- 6. If the fitting of crown/s, dentures or aligners changes because of treatment delay from patient’s side and new measurements are required
- 7. If the treatment is carried out under ‘zero interest/Interest-free’ finance schemes
Warranty Cards On Crowns:
- 1. Any such warranty on Crowns/ bridges are given by dental laboratories and are limited to free replacement of prosthesis (crown, bridge) during warranty if there’s any manufacturing defect in the prosthesis. Crown will have to be returned to avail warranty.
- 2. If the crown or prosthesis is lost by the patient, the dental laboratory charges will have to be borne by the patient
- 3. This should be clearly noted that the warranty is for the crown/bridge only. Any damage/fracture or pain to patient’s natural tooth on which crown/bridge is done, refunds towards the crown/bridge cannot be claimed.
- 4. The warranty does not cover tooth fracture, tooth disease or toothache
Compulsory Deductions for dental treatments where product/prosthesis is already ordered or consultant is called for:
| 1 | Cancellation of Aligners work | Rs.10,000/- |
| 2 | Cancellation of Implant / Orthodontic Treatment | Rs.10,000/- |
| 3 | For any other Treatment | Rs.10,000/- |
Re-treatment policy
One of the hallmarks of SmyleXL is the team of experienced and highly qualified dentists at every centre. However, if the outcome of any dental procedure carried out at SmyleXL is not up to our standards for any reason, difficult case, guarded prognosis or any limitations, the re-treatment can be carried out, as and when required (within 6 months after the treatment only).
The re-treatment will be carried out in following cases:-
- 1. In case the tooth filling comes out
- 2. In case the crown or bridge comes out (patient will have to bring back the prosthesis)
- In case of pain in teeth treated at SmyleXL
- 3. In case of implant failure
The patient doesn’t qualify for re-treatment if,
- 1. Patient didn’t follow the appointment schedule and that has resulted into undesirable treatment outcome
- 2. Patient didn’t follow post-treatment instructions strictly
- 3. Patient didn’t follow post-treatment oral hygiene protocol given at SmyleXL
- 4. Patient went to any dental clinic other than SmyleXL for the same tooth
- 5. Patient has uncontrolled systemic conditions (e.g. diabetes) etc
- 6. Patient has any tobacco-related habits
Patient Relocates to Other City/Country
- 1. Treatment will be continued, or the Re-Treatment will be undertaken at any SmyleXL Clinic across the country after consultation by SmyleXL Doctor, subject to approval by the Management on a case to case basis.
- 2. For Ortho & Implant Patients – If SmyleXL Clinic has ‘No In-house specialist’ of that specialty, in that city, patient will have to bear the visitation charges for external specialist. Further, if there is ‘No SmyleXL Clinic’ in the city, where the patient relocates, no refunds will be admissible, and treatment will only be given in the nearest SmyleXL Clinics.
MANAGEMENT RIGHTS
In case of any defamation attempt about SmyleXL or our doctors by the patient, management reserves the right to reject the claim for refund or retreatment. Disputes if any are subject to exclusive Jurisdiction of Pune courts, where the company has its registered office.
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