Refund Policy

This Refund Policy applies to all managed IT service plans purchased from CyberDental Group LLC and CyberDental Corp (collectively, "CyberDental," "we," "our," or "us"). Please read it carefully before enrolling in any service plan.

Managed Service Plans

CyberDental offers monthly managed IT service plans (Remote, Priority, Ultimate, and Concierge) to dental practices. Because our services involve continuous monitoring, maintenance, and resource allocation from the moment of activation, refund eligibility depends on the circumstances outlined below.

Cancellation

You may cancel your managed service plan at any time by providing written notice to your account representative or by contacting us at [email protected]. Cancellation terms:

• Monthly plans — cancellation takes effect at the end of the current billing cycle. No further charges will be applied after the cancellation date.
• Prepaid or annual agreements — governed by the specific terms in your signed service agreement. Early termination fees may apply as outlined in your contract.
• Promotional offers — plans enrolled through promotional campaigns (e.g., free trial periods) follow the cancellation terms stated in the offer. If no specific terms were stated, standard monthly cancellation applies after the promotional period ends.

Refund Eligibility

Within the First 30 Days

If you are not satisfied with our services within the first 30 days of your initial enrollment, you may request a full refund of your first month's service fee. This 30-day satisfaction guarantee applies only to new client enrollments and is limited to one refund per practice.

After the First 30 Days

After the initial 30-day period, service fees are non-refundable for the current billing cycle. Because managed IT services involve ongoing resource allocation, monitoring infrastructure, and dedicated support capacity, we are unable to issue partial refunds for unused portions of a billing period.

Prepaid Services

If you have prepaid for multiple months or an annual term and cancel before the end of the prepaid period, a prorated credit may be issued at CyberDental's discretion, less any early termination fees specified in your service agreement.

Non-Refundable Items

The following are non-refundable under all circumstances:

• Setup and onboarding fees — initial infrastructure assessment, agent deployment, and environment documentation
• Hardware procurement — equipment purchased and configured on your behalf (servers, workstations, network gear, cabling)
• Project work — one-time build-outs, migrations, or infrastructure projects billed separately from your monthly plan
• Emergency or after-hours services — ad hoc support billed outside your plan's scope
• Compliance packages — HIPAA compliance assessments, penetration testing, and audit documentation (Shield, Sentinel, Fortress)

Service Credits

If CyberDental fails to meet the Service Level Agreement (SLA) commitments defined in your service agreement — such as guaranteed uptime, response times, or resolution times — you may be eligible for a service credit applied to your next billing cycle. Service credit eligibility and calculation are governed by the SLA terms in your individual contract.

How to Request a Refund

To request a refund or service credit, contact us with the following information:

• Practice name and account holder name
• Service plan and enrollment date
• Reason for the refund request
• Any relevant documentation (invoices, incident numbers, SLA references)

We aim to review all refund requests within 5 business days. Approved refunds are processed to the original payment method within 10 business days.

Dispute Resolution

If you disagree with a refund decision, you may escalate the matter by contacting our management team. We are committed to resolving billing disputes fairly and promptly. If a resolution cannot be reached, disputes are governed by the arbitration and jurisdiction terms in your service agreement and our Terms of Service.

Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated "Last Updated" date. Changes do not apply retroactively to existing service agreements.

Contact Us

Questions about refunds, credits, or billing? Reach out to us: