This Refund Policy explains how Oralsquad ("we", "us", "our") approaches payments, deposits, cancellations, and requests for credits or refunds for dental services at our Melbourne clinic. It applies alongside our Terms & Conditions and Privacy Policy. Dental care is a regulated health service; refunds are assessed fairly and in line with applicable consumer and health law.
Completed treatment and professional fees
Fees charged reflect professional services, clinical time, materials, laboratory work, and overheads that have been delivered or ordered on your behalf. Once treatment has been completed as agreed, or where custom work (such as crowns, bridges, or appliances) has been fabricated to specification, fees are generally not refundable. If you have concerns about the quality or outcome of care, please contact us promptly so we can review your clinical records and discuss appropriate remedial options in accordance with our professional obligations.
Treatment plans, deposits, and staged care
For multi-visit or high-value treatment plans, we may request a deposit or staged payments to secure laboratory bookings, materials, or clinical time. Deposits are typically applied to your final account. If you cancel elective treatment before work has commenced and no laboratory or material costs have been incurred, we may refund or credit the deposit in full or in part. Where work has already started, or where laboratories or suppliers charge cancellation or remake fees, those amounts may be withheld from any refund or credit, and we will explain the basis at the time.
Cancellations and failure to attend
We reserve appointment time specifically for you. Late cancellation (typically less than 24–48 hours' notice, as communicated by reception) or failure to attend without notice may result in a cancellation or "no-show" fee, which reflects reserved clinical time and lost capacity to treat other patients. Such fees are not "refunds" of treatment but charges as set out at booking or in-clinic signage. We may waive fees at our discretion for genuine emergencies when you contact us as soon as possible.
Prepaid packages and account credits
If we offer prepaid preventive or maintenance packages, the terms of each package (validity, inclusions, transferability) are provided at purchase. Unused portions may be refunded or credited on a case-by-case basis, minus any discount already applied or administrative costs we reasonably incur. Account credits issued at our discretion remain non-transferable unless we agree otherwise in writing.
Private health insurance and third-party payers
Rebates and benefit amounts are determined by your fund or payer, not by Oralsquad. We cannot refund insurer portions paid directly to you or to us on your behalf. If a claim is declined or adjusted after treatment, any balance remains your responsibility unless we have agreed a specific arrangement in advance.
Card payments and chargebacks
Where you pay by card, processing follows our bank and payment provider rules. If you dispute a charge, we ask that you contact us first so we can address billing questions quickly. Unresolved disputes may be handled through your financial institution; we will provide reasonable documentation to clarify services provided where appropriate.
How to request a review
For any payment, credit, or refund query, contact reception with your name, date of visit, and a short description of the issue. We aim to respond within a reasonable timeframe and, where a refund is approved, to process it using the original payment method where practicable, subject to banking timelines.
Changes to this policy
We may update this Refund Policy from time to time. The current version will always be available on this page. Material changes will be reflected here; continued use of our services after updates constitutes acceptance where permitted by law.
Contact
For billing or refund questions, contact Oralsquad: info@Oralsquad.com, phone +61 3 8376 6284, or our Contact page. Practice address: 551 Swanston Street, Melbourne Victoria 3053, Australia.
