Refund Policy
Last updated: May 2026
All refund requests are reviewed and approved by our admin team. Refunds are not automatic — each case is assessed individually against the eligibility criteria below. We aim to process all approved refunds within 5–7 business days.
1. Eligibility for a Refund
Eligible for refund
- • Dentist cancelled the appointment
- • Dentist failed to join the consultation
- • Technical platform failure prevented the session
- • Duplicate payment charged in error
- • Patient cancelled at least 2 hours before the appointment
- • Consultation service was not delivered as described
Not eligible for refund
- • Patient did not attend (no-show)
- • Cancellation less than 2 hours before appointment
- • Dissatisfaction with medical advice given
- • Platform service fee (15% commission)
- • Dentist registration fee
- • Change of mind after consultation is completed
2. How to Request a Refund
To request a refund, follow these steps:
Contact Support
Email support@dentcare.pk with the subject line "Refund Request" within 7 days of the appointment date.
Provide Details
Include your name, registered email, appointment ID (found in your appointments section), and a brief reason for the refund.
Admin Review
Our admin team will review your request against our eligibility criteria. You may be contacted for additional information.
Decision Notification
You will receive an email within 3 business days with the outcome — approved, partially approved, or declined — along with the reason.
Refund Processing
Approved refunds are processed back to your original payment method (JazzCash / Easypaisa / bank account) within 5–7 business days.
3. Partial Refunds
In certain circumstances, a partial refund may be issued. For example, if a consultation began but was cut short due to a technical issue, a partial refund proportional to the missed time may be granted at the discretion of our admin team. The platform service fee (15%) is non-refundable in all cases.
4. Refund Timeline
| Stage | Timeframe |
|---|---|
| Submit refund request | Within 7 days of appointment |
| Admin review & decision | Up to 3 business days |
| Refund processed (if approved) | 5–7 business days |
| Funds reflect in account | 1–3 additional business days (varies by bank) |
5. Disputes
If your refund request is declined and you believe this decision was made in error, you may escalate the matter by emailing legal@dentcare.pk with "Refund Dispute" in the subject line. Please include all previous correspondence and any supporting evidence. Disputes are reviewed by a senior member of our team and a final decision will be provided within 5 business days.
6. Contact
DentCare.pk Support
Email: support@dentcare.pk
Disputes: legal@dentcare.pk
Operated by: Elixirnet (Private) Limited, Pakistan