Refund Policy

Our Commitment

At DR. AUSTIN ROBERTS FAMILY AND IMPLANT DENTISTRY, PLLC, patient satisfaction is our top priority. We are committed to providing exceptional dental care and ensuring you are happy with your treatment results. This refund policy outlines our approach to addressing concerns and providing refunds when appropriate.

Refund Eligibility

Refunds may be considered in the following circumstances:

• Prepaid Services Not Rendered: Full refund for any prepaid services that have not been performed.
• Dental Products: Unopened dental products (toothbrushes, whitening kits, etc.) may be returned within 30 days with original receipt for a full refund.
• Treatment Dissatisfaction: If you are dissatisfied with treatment results, we will first attempt to address your concerns through corrective treatment at no additional cost. If resolution is not possible, a partial or full refund may be considered.
• Overpayment: Any overpayment identified after insurance processing will be refunded promptly.

Non-Refundable Services

Due to the nature of dental services, the following are generally not eligible for refunds:

• Consultation and examination fees for completed appointments
• Diagnostic services including X-rays and imaging
• Completed dental procedures where treatment was performed according to plan
• Emergency or after-hours services
• Custom dental appliances that have been fabricated (unless defective)

30-Day Timeframe

To be eligible for a refund or credit, you must contact our office within 30 days of the service or purchase date. Requests made after 30 days will be reviewed on a case-by-case basis but are not guaranteed.

How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Call our office at (423) 645-7678 or email austinroberts@draustinroberts.co to discuss your concerns.
2. Provide Documentation: Have your receipt, appointment date, and details of the service or product ready.
3. Schedule a Review: For treatment-related concerns, we may schedule a follow-up appointment to assess the situation.
4. Resolution: We will work with you to find an appropriate resolution, whether through corrective treatment, credit, or refund.

Refund Processing

Once a refund is approved:

• Credit card refunds will be processed within 5-10 business days
• Cash and check payments will be refunded by check within 14 business days
• Insurance-related refunds may take longer depending on the carrier
• You will receive confirmation when the refund has been processed

Dental Implants and Major Procedures

For major procedures such as dental implants, crowns, bridges, and dentures, we offer the following guarantees:

• Implant Guarantee: Dental implants are guaranteed for the lifetime of the implant with proper maintenance and regular checkups.
• Crown and Bridge Warranty: Crowns and bridges are warranted for 5 years against defects in materials and workmanship.
• Denture Adjustments: Unlimited adjustments within the first 90 days at no additional cost.

These guarantees require adherence to recommended care instructions and regular dental checkups.

Insurance Considerations

If your insurance company has already paid for services:

• Refunds may only be issued for your out-of-pocket portion
• We may need to coordinate with your insurance provider
• Insurance benefits already used cannot be restored by our office
• Processing may take additional time to reconcile with insurance payments

Our Resolution Process

We believe in open communication and fair resolution. If you have any concerns about your treatment or a financial matter:

1. We will listen to your concerns without judgment
2. We will review your case thoroughly with Dr. Roberts
3. We will propose a fair solution within 5 business days
4. We will follow through on our commitments promptly