Refund and cancellation policy
A paid plan is refundable in full for fourteen days. After that the term runs to its end. This page says exactly how that works, including the cases where we refund anyway.
Last updated September 2026
The fourteen-day window
We refund a first payment in full if you ask within 14 days of the day it was charged. No reason is needed and nothing has to be proved. The refund is for the whole amount paid, not a pro-rated part of it, and it goes back to the card or account it came from.
The clock starts on the day of the charge, not the day the account was created and not the day the clinic first logged in. Fourteen days means fourteen calendar days, and if the last one falls on a weekend or a public holiday, a request on the next working day still counts.
How to ask
Email us from the address that owns the account and say you want a refund. There is no form and no retention call. We will confirm in writing within two working days, and the money is returned within seven working days of that confirmation — the time it then takes to appear on a statement is your bank’s, not ours.
A worked example
A clinic finishes its 3-day trial, picks the annual plan on 1 March and is charged for the year. On 12 March it decides Dently is not for it. That is inside fourteen days, so the full year is refunded — not eleven months of it, and not minus the twelve days used.
After fourteen days
Once the window closes, a paid term is not refunded, in whole or in part. A clinic can cancel at any time and cancellation always works — but it stops the next renewal rather than clawing back the current one. The account keeps full access until the paid term actually ends.
That applies to unused time as much as to used time. An annual plan cancelled in month three is not refunded for months four to twelve; it runs, in full, to month twelve. We would rather say that plainly here than have a clinic discover it at the point it matters.
The exceptions
We refund outside the fourteen days in three cases:
We failed to provide the service. If Dently was unavailable or unusable for a material period and we could not put it right, we refund the affected part of the term. We do not make you argue this against an uptime figure we have not published.
We charged you wrongly. A duplicate charge, a charge after a cancellation we had confirmed, or a charge for chairs a practice does not have is returned in full as soon as we can see it, whether or not anyone asked.
We changed the terms against you mid-term. If we raise a price or withdraw a feature inside a term a clinic has already paid for, it can leave and be refunded for the remainder.
What is never charged, so never refunded
The 3-day trial takes no card and charges nothing, so nothing is refundable from it. Nothing renews out of a trial automatically: if no plan is chosen, the account becomes read-only rather than being billed. Export of everything is free, at any time, including from a read-only account — you never have to pay to get your own data back.
Chairs added and removed mid-term
Chairs added during a term are charged pro-rata for the rest of it. Chairs removed are not refunded; the reduction takes effect at the next renewal. Adding a chair does not open a fresh fourteen-day window over the whole plan — the window belongs to the first payment on the account.
Cancelling
A practice can close its account at any time from Settings, without contacting us and without being asked why. Closing the account stops the next renewal. Clinic data is kept for 90 days after the term ends and then deleted, and export works throughout that window — see the data processing addendum for what happens to it.
Taxes
Prices exclude GST. Where GST was charged it is refunded with the amount it was charged on. Any bank or payment-gateway fee on the original charge is ours to absorb, not yours — a refund inside the window returns the full amount you were billed.
If we disagree
If we decline a refund and you think we are wrong, say so and a founder will look at it directly rather than a support queue. This policy sits alongside the terms of service; where the two say different things about refunds, this page governs.
Contacting us
Questions about this document, or a request under it, go to hello@thedently.com. We aim to acknowledge within two working days.