Last updated: October 3, 2026
This policy explains how cancellations, rescheduling, and refunds work for appointments booked through TrustDento. It applies to the booking token fee paid on the Platform at the time of booking, processed via our payment partner, Razorpay. It does not cover fees paid directly to a dentist/clinic for consultations, treatment, procedures, or products, which are governed by that dentist's/clinic's own policies.
1. What the Booking Token Fee Covers
The token fee (currently ₹50) reserves your selected appointment slot with the dentist/clinic and reduces no-shows across the Platform. Unlike a separate platform charge, this ₹50 is always adjusted against (deducted from) your final consultation/treatment bill at the clinic — you only pay the remaining balance directly to the dentist/clinic at the time of your visit. It does not cover the cost of any dental products, lab work, or procedures billed separately by the clinic.
2. Cancelling a Booking
- You may cancel a confirmed booking from your patient dashboard or by contacting support.
- Cancellations made at least 12 hours before the scheduled appointment time are eligible for a full refund of the token fee to your original payment method.
- Cancellations made less than 12 hours before the appointment, or failure to show up ("no-show"), are not eligible for a refund, as the slot was reserved and unavailable to other patients.
- If a dentist/clinic cancels or is unable to honor a confirmed booking, you are entitled to a full refund of the token fee, or, if you prefer, help rebooking with the same or another listed dentist/clinic.
3. Rescheduling
You may reschedule a booking to a new available slot, subject to availability, at no additional charge, provided the request is made within the same minimum lead time noted above. Rescheduling requests made after that window may be treated as a cancellation subject to Section 2.
4. How Refunds Are Processed
- Eligible refunds are initiated to the original payment method used at checkout, via Razorpay.
- Refunds typically reflect in your account within 5–10 business days, depending on your bank or payment provider's processing times, which are outside TrustDento's control.
- You will receive an email/SMS confirmation once a refund has been initiated.
5. Disputes and Exceptions
If you believe you were charged in error, were unable to cancel in time due to a Platform issue, or the dentist/clinic behaved inconsistently with the booking terms, contact support with your booking reference — we review such cases individually and may issue a refund outside the standard window at our discretion.
6. Treatment Fees Paid to Dentists/Clinics
Any consultation, treatment, or procedure fees you pay directly at the clinic are governed solely by that dentist's/clinic's own cancellation, refund, and billing policies. TrustDento is not a party to that payment and cannot process refunds on a clinic's behalf; please raise such disputes directly with the clinic, or escalate to us via our Grievance Redressal Policy if the clinic is unresponsive.
7. Contact Us
For cancellations, rescheduling, or refund queries:
Email: support@trustdento.com
Via your account: Patient Dashboard → My Bookings