CyberDental Group LLC ("CyberDental") stands behind the quality of our managed IT services. We want every dental practice to feel confident in choosing us as their technology partner. This Refund Policy outlines the terms under which refunds may be issued.
1. 30-Day Money-Back Guarantee
New subscribers are eligible for a full refund of their first month's service fee if they are not satisfied with our services for any reason. To qualify:
- The refund request must be submitted within 30 calendar days of your initial subscription activation date.
- You must notify us in writing by emailing support@cyberdentalgroup.com with the subject line "Refund Request."
- This guarantee applies to your first subscription with CyberDental. It does not apply to plan upgrades, add-ons, or reactivations.
2. Eligible Refunds
Beyond the 30-day guarantee, refunds may be issued at CyberDental's discretion in the following circumstances:
- Service Not Delivered: If CyberDental fails to provide the services described in your subscription plan for an extended period due to our fault.
- Duplicate Charges: If you are billed more than once for the same billing period due to a processing error.
- SLA Credit Excess: If accumulated SLA credits exceed 100% of a monthly invoice, the overage may be refunded rather than credited forward.
- Prepaid Unused Service: If you prepaid for multiple months and cancel before the prepaid period expires, a prorated refund for unused full months will be issued.
3. Non-Refundable Items
The following charges are non-refundable:
- Hardware Purchases: Any hardware procured on your behalf, including but not limited to routers, firewalls, access points, servers, and workstations. Hardware may be subject to manufacturer warranty terms.
- Third-Party Software Licenses: Software licenses purchased through CyberDental, such as antivirus, backup software, or Microsoft 365 subscriptions.
- On-Site Visit Fees: Charges for completed on-site visits, including travel expenses.
- Project-Based Work: Custom development, infrastructure build-outs, network installations, or migration projects that have been completed or substantially performed.
- Emergency After-Hours Support: Charges for emergency support rendered outside standard business hours for non-covered plan tiers.
4. How to Request a Refund
To request a refund, follow these steps:
- Step 1: Email support@cyberdentalgroup.com with the subject line "Refund Request – [Your Practice Name]."
- Step 2: Include your account email, the billing date(s) in question, and a brief description of the reason for your request.
- Step 3: Our billing team will acknowledge receipt within 2 business days and may request additional information if needed.
- Step 4: A determination will be communicated within 5 business days of receiving all required information.
5. Processing Time
Approved refunds are processed as follows:
- Credit/Debit Card Payments: Refunded to the original card within 5–10 business days, depending on your card issuer.
- ACH/Bank Transfer: Refunded via ACH within 5–7 business days.
- Wire Transfer: Refunded via wire within 10 business days. Wire transfer fees may be deducted from the refund amount.
- Check Payments: Refunded by company check mailed to your address on file within 14 business days.
You will receive email confirmation when the refund is initiated and again when it has been completed.
6. Disputes
If you disagree with a refund determination, you may escalate the matter by:
- Requesting a review by a CyberDental manager by replying to the determination email with "Escalate to Manager."
- Calling our support line at (954) 639-7049 and requesting to speak with a billing supervisor.
We are committed to resolving all disputes fairly and promptly. If a resolution cannot be reached, either party may pursue remedies as outlined in our Terms of Service, including mediation under Florida law.
Contact
For questions about this Refund Policy, please contact us: