Refund Policy

Last Updated: January 2025

1. Overview

This Refund Policy outlines the terms and conditions under which refunds may be issued for services booked through Book Dentist. Please read this policy carefully before making a booking, as it affects your rights regarding refunds.

Book Dentist acts as an intermediary platform connecting patients with dental clinics. Refund eligibility and processing may vary depending on the specific clinic's policies and the circumstances of the cancellation.

2. General Refund Principles

The following principles apply to all refund requests:

  • All refund requests must be submitted through our platform or by contacting our customer support
  • Refunds are subject to the cancellation policy of the specific clinic
  • Processing times may vary depending on the payment method used
  • Refunds will be issued to the original payment method when possible

3. Cancellation and Refund Eligibility

3.1 Patient-Initiated Cancellations

More than 48 hours before appointment: Full refund (minus any processing fees, if applicable)

24-48 hours before appointment: 50% refund (subject to clinic policy)

Less than 24 hours before appointment: No refund (unless exceptional circumstances apply)

No-show or missed appointment: No refund

3.2 Clinic-Initiated Cancellations

If a clinic cancels your appointment for any reason, you are entitled to:

  • Full refund of any payment made
  • Option to reschedule at no additional cost
  • Assistance in finding an alternative appointment with another clinic (if available)

3.3 Emergency or Medical Emergencies

In cases of genuine medical emergencies or unforeseen circumstances, we may consider refund requests on a case-by-case basis. Please contact our customer support with documentation supporting your request.

4. Refund Processing

4.1 How to Request a Refund

To request a refund:

  1. Log into your Book Dentist account
  2. Navigate to your appointment history
  3. Select the appointment you wish to cancel
  4. Click "Cancel Appointment" and follow the prompts
  5. Or contact our customer support at support@bookmydentist.lk

4.2 Refund Processing Time

Once your refund request is approved:

  • Credit/Debit Cards: 5-10 business days
  • Bank Transfers: 7-14 business days
  • Digital Wallets: 3-5 business days

Processing times may vary depending on your bank or financial institution.

5. Non-Refundable Items

The following are generally non-refundable:

  • Processing fees (if applicable)
  • Service fees charged by Book Dentist
  • Completed services or treatments
  • Appointments cancelled less than 24 hours in advance (unless clinic policy states otherwise)
  • No-show appointments

6. Partial Refunds

In some cases, partial refunds may be issued:

  • When cancellation occurs within the 24-48 hour window (50% refund)
  • When a clinic reschedules and you cannot attend the new time
  • When services are partially completed due to clinic limitations
  • As determined by individual clinic policies

7. Disputes and Chargebacks

If you are not satisfied with a service provided by a clinic, please contact us first before initiating a chargeback with your bank. We are committed to resolving disputes fairly and will work with you and the clinic to find a satisfactory solution.

Unauthorized chargebacks may result in account suspension or termination.

8. Clinic-Specific Policies

Individual dental clinics may have their own refund and cancellation policies that differ from our general policy. These policies will be displayed at the time of booking. By booking an appointment, you agree to the specific clinic's policies. Book Dentist will facilitate refunds according to the clinic's stated policies.

9. Currency and Exchange Rates

Refunds will be issued in the same currency as the original payment. If currency conversion occurred during the original transaction, the refund amount may differ slightly due to exchange rate fluctuations. Book Dentist is not responsible for exchange rate differences.

10. Refund Denials

Refund requests may be denied in the following circumstances:

  • Request submitted after the appointment time has passed (no-show)
  • Request submitted less than 24 hours before appointment (unless exceptional circumstances)
  • Fraudulent or suspicious activity
  • Violation of our Terms & Conditions
  • Service has already been completed

11. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. We encourage you to review this policy periodically. Your continued use of our Service after changes are posted constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about refunds or need assistance with a refund request, please contact us:

Our customer support team is available to assist you with any refund-related inquiries and will respond within 2-3 business days.