ToothZap – Cancellation & Refund Policy

Last updated on: 03/12/2025

ToothZap aims to provide a smooth and reliable experience for all users. This policy outlines how cancellations, refunds, and service credits are handled for orders or tasks initiated through the Platform.

1. General Principles

ToothZap facilitates coordination between dentists, labs, and delivery partners.

Refunds or credits apply only to eligible digital services or fees collected by ToothZap— not to clinical work, lab work, or physical items handled by third parties.

2. Cancellation Policy

2.1 Immediate Cancellations

Cancellations may be allowed only if requested immediately after placing the order and before the lab or delivery partner has begun processing.

Once the case has been forwarded to a lab, designer, or delivery partner, cancellation may not be possible.

2.2 Processing Already Started

If any operational workflow has begun (designing, milling prep, data checks, pickup assignment, etc.), the request cannot be canceled as costs may have already been incurred.

3. Quality Issues & Disputes

3.1 Reporting Concerns

If you believe the service delivered does not match expectations or contains an issue:

• You must notify our support team within 7 days of service completion or delivery.
• The case will be reviewed in coordination with the lab or service partner.

3.2 Verification

A claim will be assessed by the relevant service provider (lab or delivery team). Refunds or credits will be provided only if an operational fault is verified.

3.3 Warranty-Backed Cases

If the product or service is covered under a manufacturer or lab warranty, you must follow the warranty process outlined by the issuing party.

4. Refund Eligibility

Refunds may be approved only in the following scenarios:

• Duplicate transactions
• Payment processed but order not initiated
• Verified operational error attributable to ToothZap or its partners

If eligible, refunds will be processed within 3–5 working days through the original mode of payment.

Refunds are not available for:

• Work that has already begun
• Clinical outcomes or patient dissatisfaction unrelated to platform operations
• Issues arising from third-party tools, scanners, or clinic/lab errors

5. Credit System (Alternative to Refunds)

ToothZap may issue service credits as an alternative to monetary refunds.

Credits may be applied when:

• A partial issue occurred but the service was still usable
• Delays happened due to operational challenges
• A gesture of goodwill is appropriate

Credit Rules

• Credits are stored in your ToothZap account
• Credits can be used toward future orders or service fees
• Credits are non-transferable and non-withdrawable
• Credits may expire after 6–12 months, depending on ToothZap’s policy at the time of issuance

6. No Liability for External Factors

ToothZap is not liable for:

• Lab errors unrelated to the platform
• Clinical decisions or outcomes
• Delays caused by labs, clinics, delivery partners, traffic, weather, or operational issues
• Errors in files uploaded by users

ToothZap’s role is limited to facilitating coordination and communication, not providing clinical or manufacturing services directly.

7. Contact for Cancellations or Refunds

For all cancellation, refund, or credit-related requests, please contact:

Email:Teethzap@gmail.com