Refund & Cancellation Policy

This policy applies to subscription payments made to AscenderTek Solutions for the DentaCloudPH dental clinic management service, including plan fees, extra branches, storage add-ons and SMS credits. Plan prices are published on the Pricing page.

It does not cover fees a dental clinic charges its own patients. A patient asking about a dental bill should contact their clinic directly.

1. When we refund

Every request we open is read and decided by a person. These are the rules we apply, and we will never be less generous than they say:

Situation	What happens
We charged you in error — wrong amount, wrong plan, or an add-on you never bought	Full refund, immediately, without you having to justify it. This is our mistake to fix.
You were charged twice for the same period	Full refund of the duplicate, without you having to justify it.
Annual plan, cancelled within 30 days of payment	Pro-rata refund of the whole months not yet started — the month you’re in counts as used. Free months were never paid for, so they aren’t refunded, and they end with your plan. Your plan then ends on the last day you keep paying for — see “Your access after a refund” below.
Annual plan, cancelled after 30 days	No refund. Your subscription continues to the end of the period you paid for.
Monthly plan, you cancel	No refund. Your subscription continues to the end of the month you paid for — you keep what you paid for.
You stop a storage block, monthly SMS block or extra branch	Monthly plan: it stops at the end of the month you’ve paid for, with no refund. Plan billed for more than a month: it stops at the start of the next SMS month, and the whole months you paid for but haven’t started are refunded at the price you paid — automatically, with no request needed. Your plan and its dates don’t change. An extra branch can be stopped only while it isn’t in use: once anything is recorded in it — a patient, an appointment, an invoice or a staff assignment — it stays on your plan. We tell you this before you buy it; if you have a concern, email billing@dentacloudph.com.
A one-time SMS top-up	Not refundable once it has been added. It ends on the date and time shown when you bought it — the end of the SMS month after the one you paid in — and anything left then isn’t refunded. It also ends if your subscription ends. If we charged you in error or twice, the rows above apply.
Our refund is what ends your plan	Unused top-up reminders are refunded at the price you paid for them, and add-on months paid for beyond the new end date are refunded too — both with the plan refund, no extra request needed.
Your very first payment, within 7 days, and you haven’t started using the plan	Full refund. Changing your mind straight away is fair enough — this applies once, to a clinic’s first payment only, and no longer applies once you’ve sent SMS, uploaded files, or added patients, dentists or staff.

The 30-day annual window is measured from the date of the payment to the date we receive your request. It is the same for every payment method, because 30 days is the longest our payment provider allows for refunding a QR Ph payment.

Your access after a refund

A refund for the period you are in ends that period. A full refund ends your plan once the refund is made. A pro-rata refund ends it on the last day of the last month you are not refunded for.
Refunding an upgrade is different: it puts you back on the plan you had before, for the rest of the period you paid for. It does not end your plan.
Refunds for our error or a duplicate charge never change your access.
A refund for an add-on you stopped never changes your plan or its dates. It is recorded against the invoice the add-on was paid on, which stays paid.
Before you send a request, we show you exactly what would change and ask you to confirm. Nothing changes if the request is declined.
Once your plan ends, your account is read-only: you can still sign in, view and export everything, and subscribe again whenever you like.

Outside these cases we may still refund at our discretion — for example where the service was materially unavailable for a sustained period. Ask; we would rather hear from you than have you dispute the charge with your bank.

2. How to ask for a refund

Sign in and open Subscription, find the payment in your billing history, and choose Request a refund. Tell us what happened in a sentence or two. You can do this even if your account is past due or read-only.

If the payment falls outside the rules above, we’ll tell you straight away and say which rule applies, rather than opening a request we would only turn down. Two things are never refused up front: we charged you in error and we charged you twice. Pick either of those and a person always reads it.

If you cannot sign in, email billing@dentacloudph.com from the address on the account, with the payment date and amount.

What happens next:

We email you an acknowledgement as soon as the request is received.
You get a decision within 7–10 business days, whatever that decision is. If we decline, we tell you why.
Nothing changes on your account while a request is open — your subscription is not cancelled or suspended because you asked.

3. How the money comes back

How the money comes back, and when we send it, depends on how you paid:

Maya or card — sent back through our payment provider (PayMongo) the moment we approve it, to the same account that was charged. We cannot redirect it to a different card, account or person.
QR Ph — within 2 business days of approval, we send you a secure PayMongo link to claim the refund into the bank account or e-wallet you choose. The link is valid for 3 days. If it lapses unclaimed, tell us: while your payment is no more than 30 days old we send a new link; after that PayMongo can no longer issue one, so we return the money by bank transfer instead.
Bank transfer — to an account in your clinic’s name, or its registered owner’s, that you give us: within 2 business days of you confirming the details. See “Your bank details” below.

Those are the times for us to send it. How long it then takes to appear on your statement is set by your bank or e-wallet provider, not by us; card refunds in particular can take up to 30 days. If it has not appeared within 10 banking days (30 days for a card) of us telling you it was sent, email us and we will chase it with the reference number.

A QR Ph payment can only be refunded through PayMongo within 30 days of it. A refund made later than that — for example, the months of an add-on you stop later in an annual year — is sent by bank transfer.

Your bank details

We ask for them by email, to your clinic’s registered address, only when a refund has to go by bank transfer — and we act only on a reply from that address.
We ask for the account name, bank and account number, and nothing else. We will never ask for a PIN, one-time code (OTP), password or online-banking log-in.
The account must be in your clinic’s name or its registered owner’s. We don’t send refunds to anyone else’s account.
Before we send anything, we read the details back to you — bank, account name and the last 4 digits — and wait for you to confirm. We send it within 2 business days of your confirmation and email you the transfer reference.
We use them only to send that refund. They stay in our billing email, seen only by our billing staff, and are never stored in DentaCloudPH. See our Privacy Policy.

Refunds are issued in Philippine Pesos for the amount charged. We do not deduct a processing fee from a refund.

4. Cancelling your subscription

You can cancel at any time from the Subscription page, using Cancel subscription. No phone call, no email, no retention conversation you have to sit through.

Cancelling stops the next renewal — it does not end your access early. Any unpaid invoice for the next period, or for an upgrade, is cancelled with it.
Your subscription runs to the end of the period you have already paid for, and you keep full use of the service until then.
Cancelling on its own does not produce a refund. Whether money comes back is decided by section 1 above.
Recurring add-ons (storage blocks, monthly SMS blocks, extra branches) stop with the subscription.
One-time SMS top-ups end when your subscription ends, and unused ones are not refunded — unless our refund is what ended it (section 1). An add-on or top-up you ordered but haven’t paid for is cancelled when you cancel.

You can always export your data. After cancellation, sign-in remains available for the data-export and billing pages so you can take your records with you. We do not hold clinical records against an account balance.

5. If a payment fails

A missed payment never closes your account and never deletes anything. Access steps down instead of off:

Past due (the first 7 days) — full access while we remind you to pay. Nothing is restricted.
Read-only (after 7 days, until you pay) — you can sign in, view and export everything; creating and editing is paused. There is no deadline: pay whenever you are ready.

Paying while past due continues your subscription on its original dates. Paying once the account is read-only starts a fresh period on the day you pay — you are never charged for time spent read-only.

We do not send new invoices while an account is unpaid. If an invoice is still unpaid 90 days after its due date, we clear it; when you come back, you simply choose a plan at the current price.

If an account stays read-only for 12 months, we will write to you before making any change, and offer you a full export first. In every state you can export your own data.

6. Before you dispute a charge

If you do not recognise a charge, please contact us first. A subscription charge may have been set up by a colleague at your clinic, and the name on the statement will not necessarily be the person who notices it.

We will resolve a genuine billing error faster than a dispute will, and a chargeback we could have prevented costs us both time. Raising a dispute does not affect your access to your records while we sort it out.

7. Contact

Billing and refunds: billing@dentacloudph.com
Everything else: support@dentacloudph.com
Phone: 0952 469 8257

AscenderTek Solutions, Philippines. Our full contact details are on the Contact page.

This policy sits alongside the Subscriber Agreement; where the two differ on refunds, this page is what we follow.