The clear aligner product or service was not delivered or initiated as committed.
Duplicate payments have been made by the patient.
A pre-production cancellation request was made and duly approved.
Refund and Cancellation Policy
Synapse HealthTech Pvt. Ltd. is committed to maintaining transparency and compliance in accordance with Indian regulations governing medical devices and healthcare services. This Refund and Cancellation Policy outlines the terms under which cancellations and refunds may be processed for products and services supplied by Synapse HealthTech through licensed clinics and orthodontic professionals.
1. Order Cancellation
Patients may request cancellation of their order within 24 hours of placement, provided that customization, treatment planning, or production has not commenced. All cancellation requests must be submitted through the treating orthodontist or clinic. Upon approval of the request, the applicable refund will be processed after deduction of any administrative or processing charges.
2. Refund Eligibility
Refunds will be considered under the following conditions:
Refunds will not be applicable once the oral scan is completed, treatment planning is initiated, or manufacturing of customized aligners has commenced, in accordance with the Medical Device Rules, 2017 under the Drugs and Cosmetics Act.
3. Non-Refundable Items
The following items and services are non-refundable:
Customized aligners or treatment kits after production has begun.
Completed oral scans, consultations, or diagnostic services rendered by the treating clinic.
Third-party services or tools procured by the clinic on behalf of the patient.
4. Refund Processing
Refunds, upon approval, will be processed within 7 to 10 business days to the original payment method. Payment gateway providers such as Razorpay may take an additional 2 to 3 days to reflect the refund in the patient’s account. Refunds will be issued to the treating clinic, who is responsible for further disbursement to the patient.
5. Role of Clinics and Orthodontists
All patient interactions, including cancellations, replacements, service clarifications, or treatment changes, must be directed to the treating clinic or licensed orthodontist. They are the principal healthcare providers responsible for managing the patient's care. Synapse HealthTech serves as a technology and manufacturing partner and does not engage in clinical treatment decisions or direct patient billing.
Synapse HealthTech Pvt. Ltd. bears limited liability only to the extent of the cost of the clear aligner product supplied to the clinic. Clinical outcomes, treatment quality, and end-use of devices are the responsibility of the treating healthcare provider.
6. Dispute Resolution
Patients must initially seek resolution through their clinic or orthodontist. In unresolved cases, the clinic may escalate the issue to Synapse HealthTech by writing to support@synapsehealthtech.in. All efforts will be made to resolve disputes in alignment with the Consumer Protection Act, 2019 and other applicable Indian healthcare regulations.
7. Amendments to Policy
Synapse HealthTech Pvt. Ltd. reserves the right to update this policy in accordance with evolving legal requirements and industry practices. All changes will be reflected on this page with a revised effective date.
