Refund & Exchange Policy

While we provide a predicted smile simulation video, the response of a living system cannot be predicted perfectly. Hence, we give you only an estimated treatment time as your responses to orthodontic forces may vary considerably, varying the overall treatment duration. The response to orthodontic forces will depend on various factors which may be different for each individual and the same cannot be predicted while preparing the treatment plan.

It is our endeavour to establish realistic and achievable goals for treatment. We know that you share our desire to produce the best result that is possible. However, like any other medical procedure, we do not guarantee the success of the treatment as the biological responses to the treatment cannot be predicted.

Accordingly, it is stipulated that once you have made the payment for your treatment, you agree and undertake that you shall not thereafter be eligible to claim for refund of any money paid and tendered by you save and except and only in case of rejection of your case by our team.

Notwithstanding anything mentioned to the contrary hereinabove, it is clarified and explicitly agreed and confirmed by you that you shall not be eligible nor be entitled to claim for any refund including but not limited to the following cases:

If you did not or have not complied with instructions/guidelines or failed to share all records and updates with our team and have not ensured complete tracking of the plan as advised in the Instruction Manual;
In all instances where access to the Route to Smile Mobile Application has been provided, if you have not logged in the number of hours daily when the Aligners have been worn on the Route to Smile App. In addition to this, if you have not completed the pre-aligner and post-aligner change form along with the milestone review form on the Route to Smile App.
if six weeks have elapsed after the conclusion of your treatment and you have had any other treatment or procedure done at any clinic outside of Route to Smile affiliated clinics.
If during the Route to Smile aligner treatment, you have relocated to another city and if there is no Route to Smile affiliated clinic in the city where you relocate, such treatment will only be given/available for you in/at the closest Route to Smile affiliated clinics and you will be liable to bear the costs/charges for external specialist on your own account and cannot claim or be entitled to claim the same from us.
Like any teeth alignment procedure which is dependent on various factors, alignment of teeth can still change after the smile makeover plan is completed, for which you shall not be eligible for a refund.
If any treatment or procedure is availed/undertaken at any clinic which is not a Route to Smile affiliated clinic during the term/tenure of the Route to Smile treatment plan.

In case of change of mind, you can request a cancellation within 24 hours of placing the order; otherwise cancellation request for a refund will not be entertained once the order has been processed.

In case of clear aligners treatment, once the order has been placed, we do not accept returns. In case of ill-fitting, we will fabricate new aligners after our team has verified the facts and reasons for such ill-fitting.

Accordingly, it is stipulated that once you have made the payment for your Clear Aligners treatment, you agree and undertake that you shall not thereafter be eligible to claim for refund of any money paid and tendered by you save and except and only in case of rejection of your case by us.

Management Rights:

You also agree and confirm that the management has the absolute right to review the eligibility of any refund request based on its own assessment of all facts, circumstances & customer-provided records and reserves full and complete right to approve or reject any claims of refund and also reserves its sole right to grant/approve a partial or full refund or none at all as shall be applicable in accordance to the facts and circumstances on a case-to-case basis.

You further agree that disputes, if any, are subject to exclusive Jurisdiction of Mumbai courts, where the company has its registered office.

Deductions:

You understand, agree and confirm that in case of any payment made by availing 3rd party loans/ EMI’s the refund shall be made subject to any deduction as applicable and agreed between the customer and such third parties as per their terms and conditions.

Further, any refund will be subjected to any or all applicable deductions on account of payment gateway charges, delivery and /or any other service charges as may apply.

Furthermore, any payment received from you that is in addition to the charges of the clear aligner treatment for Consultations x-rays, scans, diagnosis etc. are not eligible for refund and will be subject/liable to be deducted from any eligible refund.

Mode of Refund & Timeline

All refunds are processed within 60 business days after approval, and are returned to the customer via the customer’s payment method only. Alternatively, you may be eligible for availing a credit note/voucher of the amount to be used in any other treatment or service with our partner concerns.

Contact

If you have any questions regarding your refund, please email us at info@routetosmile.com.