Return & Refund Policy

1. General Overview & Clinical Services

At Odenro Dental Care, our services involve allocated clinic operatory time, sterile equipment preparation, and dedicated clinical staff. As such, once an appointment or dental treatment has taken place, completed clinical procedures are non-refundable. For advance booking deposits made online, our cancellation and refund rules are structured to be fair and transparent.

2. Appointment Cancellations, Rescheduling & Refunds

Patients who need to cancel or reschedule an advance-booked appointment must notify Odenro Dental Care at least 2 hours prior to their scheduled appointment time:

• Notice Given At Least 2 Hours Before: Patients who notify us at least 2 hours prior to their appointment time are eligible for either:
  • An 80% refund of the advance booking fee/deposit paid (a 20% administrative and clinic preparation fee is retained).
  • Rescheduling the appointment to another available time slot at no extra charge.
• Notice Given Less Than 2 Hours Before: Cancellations made with less than 2 hours' notice are non-refundable, as the clinical operatory, dentist slot, and sterilization equipment have already been prepared.
• Missed Appointments (No-Show): Failure to attend a scheduled appointment without at least 2 hours' prior notice will result in the complete forfeiture of any advance booking payment or deposit.
• Late Arrival: Patients arriving significantly late may need to be rescheduled if there is insufficient time to provide the intended dental procedure safely.

3. Refund Processing & Timeframe

Once your cancellation request is received and approved according to our 2-hour notice policy:

• Method of Refund: Approved refunds will be initiated directly to your original method of payment (credit card, debit card, or bank account processed through our payment gateway).
• Processing Time: Refunds are initiated by our accounts team within 3 to 5 business days from the date of approval.
• Bank Clearance: Please note that depending on your issuing bank or payment card provider, it may take an additional 3 to 7 business days for the credited amount to reflect in your account statement.

4. Non-Refundable Items & Services

In alignment with healthcare standards, the following items and services are non-refundable:

• Completed dental consultations, diagnostic x-rays, and clinical procedures.
• Customized dental appliances (e.g., custom night guards, retainers, whitening trays, dentures, or prosthetics crafted by a dental laboratory once fabrication has begun).
• Prescribed medication, oral care products, or specialized hygiene kits once opened or dispensed.
• Cancellations made less than 2 hours before the scheduled appointment or unattended appointments (no-shows).

5. Cancellations or Rescheduling by the Clinic

In the rare event that Odenro Dental Care must cancel or reschedule your appointment due to an unforeseen clinical emergency, dentist illness, or facility power interruption:

• We will contact you immediately to reschedule your appointment to the earliest convenient time slot of your choice at no extra cost.
• If a mutually suitable appointment cannot be arranged, you will receive a 100% full refund of your advance booking payment.

6. Contact Us

If you have questions, need to reschedule an upcoming appointment, or wish to request an eligible refund, please contact our Patient Care team: