1. Scope of This Policy
This Refund and Cancellation Policy governs financial transactions conducted through the ReplaceRoots marketplace platform, including clinic partner profile subscriptions, featured promotion packages, and consultation booking fees where applicable.
2. Clinic Partner Subscriptions & Promotion Packages
For dental clinics subscribing to paid tier visibility packages or featured city promotions:
- Cancellation Window: Monthly subscriptions may be cancelled at any time through the Clinic Dashboard. The cancellation takes effect at the expiration of the current billing cycle.
- Pro-Rata Refunds: If a promotional package fails to activate or deliver impressions due to verified technical platform failures lasting longer than 48 consecutive hours, a pro-rata credit or refund will be issued.
- Change of Mind: Once a promotional campaign has run or custom verification checks have been conducted, subscription charges are non-refundable.
3. Patient Consultation Fees
Direct clinical procedure fees (implant placement, bone graft surgeries, crowns) are contracted and settled directly between the patient and the dental clinic. ReplaceRoots is not an escrow agent for surgical procedure payments. However, where an advance token or consultation booking deposit is paid via the platform:
- Cancellation > 24 hours prior: Full 100% refund processed back to the original payment method.
- Cancellation < 24 hours or No-Show: May be subject to a nominal clinic scheduling fee as specified at checkout.
- Clinic Rescheduling/Cancellation: If a clinic cancels your consultation slot, a 100% refund is initiated immediately.
4. Processing Timelines & GST Credit Notes
Approved refunds are processed through authorized payment gateways (Razorpay / Cashfree) within 5 to 7 business days to the original payment source. GST-compliant credit notes are automatically generated and emailed to the billing contact for all adjusted commercial transactions.