Refund and Cancellation Policy

1. Scope, and Relationship With the Other Contractual Documents

1.1. The present Policy governs the payment, the cancellation, and the reimbursement of fees charged by DTCONCIERGE S.R.L., registered office at Aleea Călărașilor nr. 5, bl. G, ap. 54, Municipiul Sibiu, județul Sibiu, Romania, Trade Register number J2026003869000, unique registration code 53369247, intra-Community VAT identification number RO54852877 (the "Provider"), for the DentalPolyglot service (the "Service").

1.2. The Policy forms part of the Agreement described in Section 1.3 of the Terms of Service and must be read together with it. Terms defined in the Terms of Service carry the same meaning here, and, in matters of fees and their reimbursement, the present Policy prevails over the Terms of Service to the extent of any inconsistency.

1.3. Prices, billing periods, quantitative limits, and the entitlements attaching to each Plan are published on the Provider's website and are not restated here. Where the published particulars and the present Policy diverge, the published particulars govern the commercial content of the Plan and the present Policy governs the treatment of the money.

2. What Is Being Sold

2.1. The Provider supplies software as a service, together with the professional work of building, translating, and publishing a Tenant Site. Nothing supplied under the Agreement is a tangible good, and no goods are shipped, delivered, or returned. References to returns, exchanges, and restocking have no application to the Service, and no return procedure exists because there is nothing capable of being returned.

2.2. Two distinct charges arise. The Setup Fee remunerates the initial build of a Tenant Site and is payable once at the commencement of a paid Plan. The Recurring Fee remunerates continued access to the Service and is payable monthly or annually in advance for the billing period to which it relates.

2.3. Because the Recurring Fee is charged in advance for a defined period, the Customer receives the Service throughout that period whether or not it chooses to use every feature. Non-use of a feature does not reduce the fee, and the Provider does not meter usage for the purpose of calculating reimbursement.

3. The Setup Fee

3.1. The Setup Fee attaches to the paid Plans of the hosted website service and is charged at the commencement of the subscription. No Setup Fee attaches to any tier of the Conversation Layer.

3.2. Setup work begins when the Provider first accesses or retrieves the Customer's existing website, or first acts on materials the Customer has supplied, whichever occurs earlier. From that moment the Setup Fee is non-refundable, save where the law requires reimbursement and save in the circumstances described in Section 4.

3.3. The rule in Section 3.2 reflects the nature of the charge. The Setup Fee remunerates work that is performed once, that is specific to the individual Customer, and that cannot be recovered, resold, or applied to another Customer once performed. Reimbursement of a fee for work already carried out at the Customer's request, and delivered to the Customer, would deprive the charge of its purpose.

3.4. Where the Customer cancels before setup work has begun, the Setup Fee is reimbursed in full, together with any Recurring Fee already charged, and the Agreement lapses without further obligation on either side.

3.5. A Setup Fee is never charged twice for the same Tenant Site. Where the Customer upgrades to a higher tier, only the difference between the two Setup Fees is payable, and where the Customer downgrades, no part of the Setup Fee already paid is reimbursed and no further Setup Fee arises.

3.6. Under the founding-customer programme described in Section 8.8 of the Terms of Service, the Setup Fee is waived for the first ten Customers who subscribe to a paid Plan, on the condition that the subscription remains in force, and paid, for at least six months from commencement. Where the subscription ends before then, whether by the Customer's cancellation or by termination for non-payment under Section 9, the waiver lapses and the Setup Fee of the Customer's Plan, at the list price published at the time of subscription, becomes payable on the date the subscription ends. The sum is the fee for setup work already performed and delivered, as Section 3.3 describes; it is not increased by reason of the cancellation, and it is not payable where the subscription ends following a notification under Section 4, a change or ending of the Service under Section 12, or a price revision under Section 8.6 of the Terms of Service. Once six months have elapsed, the waiver is final and nothing under this Section is payable on a later cancellation.

4. Non-Delivery of a Tenant Site, and the Exclusive Remedy

4.1. Where, having undertaken the work reasonably to be expected of it, the Provider determines that it cannot deliver a lawful and presentable Tenant Site for a new Customer, and no cure is available within a reasonable period, the Provider notifies the Customer in writing, states the reasons for the determination, and identifies any deliverable that has been completed and is capable of standing on its own.

4.2. Following a notification under Section 4.1, the Provider reimburses the Setup Fee for the site concerned, less the value of any separable deliverable the Customer elects to keep. The value attributed to a separable deliverable is calculated by reference to the price the Provider publishes for the corresponding add-on or, where no published price corresponds, by reference to the proportion of the build the deliverable represents. The Provider states the calculation in writing and the Customer may contest it under Section 17.

4.3. The Customer decides whether to keep a separable deliverable. Where the Customer keeps nothing, the whole of the Setup Fee is reimbursed. Any Recurring Fee charged for a period during which no Tenant Site was published is reimbursed in full, irrespective of the election under Section 4.2.

4.4. The remedy in Section 4.2 is the Customer's exclusive remedy for non-delivery of a Tenant Site, and no further claim arises on that ground, save that Section 20.1 of the Terms of Service continues to apply and save where mandatory law provides otherwise.

4.5. Section 4 addresses the Provider's inability to deliver. Where a Tenant Site is delivered but the Customer considers it defective, the revision allowance attaching to the Plan applies in the first instance, and the warranty in Section 19.1 of the Terms of Service governs the remainder.

5. Recurring Fees, Billing Periods, and Renewal

5.1. Recurring Fees are charged in advance on the day corresponding to the commencement of the subscription, monthly or annually according to the billing period selected. Where a monthly billing date does not exist in a given month, the charge is made on the last day of that month.

5.2. A subscription renews automatically for a further period of the same length unless cancelled before the renewal date. Automatic renewal is a clause subject to separate acceptance under Section 4.3 of the Terms of Service.

5.3. Fees paid for a billing period already commenced are not reimbursed on cancellation, because the Service remains available to the Customer, without reduction, until the end of that period. Reimbursement is available in the circumstances described in Sections 4, 11, and 12, and where mandatory law requires it.

5.4. The Provider does not levy a cancellation charge, an administrative charge, an early-termination penalty, or a charge of any other description for bringing the subscription to an end. The only sum that may become payable on an early cancellation is a Setup Fee whose waiver has lapsed under Section 3.6, which is a fee for work already performed and not a cancellation charge.

6. Cancellation, and Its Effect

6.1. The Customer may cancel at any time, without giving reasons, through the dashboard or by written notice to service@dentalpolyglot.com. A cancellation requested through the dashboard takes effect immediately on receipt, and a cancellation notified by email takes effect on receipt during the Provider's business hours or, where received outside them, on the next business day.

6.2. Cancellation stops the next renewal. The Service continues in full until the end of the billing period during which cancellation took effect, and the Tenant Site remains published throughout.

6.3. At the end of that period, the Tenant Site is withdrawn from publication and the ninety-day read-only export window described in Section 22.2 of the Terms of Service opens. No charge arises for the export window, for the export tooling, or for assistance in using either.

6.4. The Customer may reinstate a cancelled subscription during the export window by subscribing afresh. Where the Tenant Site has not been deleted, no further Setup Fee arises on reinstatement. Where the retention period has expired and the site has been deleted, a fresh build is required and the Setup Fee applicable at that time is payable.

7. Annual Subscriptions and the Renewal Reminder

7.1. Annual subscriptions attract the discount published alongside the monthly price. The discount is the consideration for the Customer's commitment to a twelve-month billing period and is reflected in the price rather than granted as a separate credit.

7.2. At least thirty days before an annual subscription renews, the Provider sends a reminder to the Customer's registered email address stating the renewal date, the amount to be charged, and the means of cancelling. The reminder is sent irrespective of whether the Customer has requested it.

7.3. The Customer may cancel at any point up to the renewal date without penalty and without giving reasons, in which case no renewal charge is made.

7.4. Where an annual charge is made despite a cancellation notified before the renewal date, the charge is reimbursed in full on request, and the Provider does not require the Customer to establish fault.

8. Changes of Tier, and the Conversation Layer

8.1. An upgrade takes effect immediately. The Recurring Fee is prorated for the unexpired portion of the current period, credit is given for the fee already paid, and the difference in Setup Fee, if any, is charged. Entitlements of the higher tier become available on completion of the upgrade.

8.2. A downgrade takes effect at the next renewal. Entitlements of the higher tier continue until then, no part of the fee already paid is reimbursed, and the Provider does not levy a charge for processing the change.

8.3. Each new Conversation Layer account receives a thirty-day trial of the entitlements attaching to the Core tier, without the supply of payment-card details and without any obligation to subscribe.

8.4. At the expiry of the trial, the account reverts to the Free tier. No charge is made, no payment method is collected, and no subscription commences unless the Customer takes a positive step to subscribe. Entitlements exceeding those of the Free tier cease to be available at the expiry of the trial, and data created during the trial remains accessible in accordance with the Free tier's entitlements.

8.5. Where the Customer subscribes to a paid tier of the Conversation Layer, Sections 5, 6, and 7 apply to that subscription, save that no Setup Fee arises at any point.

9. Failed Payment, Pause, and Reactivation

9.1. Where a charge fails, the Provider retries collection and notifies the Customer, stating the amount outstanding and how to remedy the failure. Retries are made over the period notified to the Customer, and the Service continues unaffected during that period.

9.2. If the amount remains outstanding at the expiry of the grace period, the Provider may pause the Tenant Site by substituting a neutral holding page. Access to the dashboard, to the Customer's data, and to the export functions continues throughout the pause, so that non-payment never operates as an obstacle to the recovery of the Customer's own data.

9.3. Settlement of the outstanding amount within the reactivation window restores the Tenant Site without any reactivation charge, restoration charge, or comparable fee.

9.4. On expiry of the reactivation window without settlement, the Provider may terminate the Agreement and delete the account and its contents in accordance with Section 22 of the Terms of Service. Amounts properly due for periods during which the Service was supplied remain payable.

10. Withdrawal From a Distance Contract: Professional Customers

10.1. The Service is contracted business to business. Article 2 point 1 of Government Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with professionals, approved with amendments by Law no. 157/2015, defines a consumer by reference to Article 2 point 2 of Government Ordinance no. 21/1992 on consumer protection, republished, namely as a natural person, or a group of natural persons constituted in an association, acting for purposes falling outside their commercial, industrial, production, craft, or liberal activity. Article 2 point 2 of Government Emergency Ordinance no. 34/2014 defines a professional, by contrast, as any natural or legal person acting within precisely those activities.

10.2. A dental practice organised as a persoană fizică autorizată, as a cabinet medical individual, or in any comparable individual professional form contracts the Service for the purposes of its practice. The purpose is therefore situated within the liberal or commercial activity of the person concerned, and the person does not answer the definition in Section 10.1. The statutory right of withdrawal within fourteen days does not attach to such a contract, and the rules in Sections 3 and 5 of the present Policy apply to it without modification.

10.3. Where a contract serves a mixed purpose, the assessment turns on which purpose predominates in the overall context of the supply, in line with recital 17 of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights. A multilingual patient-acquisition website, a clinical enquiry inbox, and a treatment-plan tool have no plausible private application, so the professional purpose predominates in every ordinary case.

10.4. The Provider states the position in Sections 10.1 to 10.3 as its considered contractual position and not as a determination binding on any authority or court. Classification is ultimately a matter of fact in the individual case. Section 11 therefore establishes what happens should a customer nevertheless be classified as a consumer, so that the outcome is regulated in advance rather than left open.

11. Withdrawal From a Distance Contract: The Position Where a Customer Qualifies as a Consumer

11.1. Where mandatory law classifies a customer as a consumer, the customer benefits from a period of fourteen days to withdraw from the contract, without giving reasons and without incurring any cost other than those the law permits to be charged. The period runs from the day of conclusion of the contract in the case of a service, and the customer may exercise the right by any unequivocal statement addressed to service@dentalpolyglot.com.

11.2. The Service is not offered to consumers. The registration flow is directed exclusively at professional undertakings: it requires the Customer to identify the clinic or practice on whose behalf it acts, collects business tax identification where supported, and its completion constitutes the declaration of the person registering that they contract within their commercial or liberal activity within the meaning of Section 10.1. The Provider accordingly does not request the express request referred to in Article 8(8) of Government Emergency Ordinance no. 34/2014, does not conclude contracts with consumers, and may refuse or terminate a registration completed in breach of this Section.

11.3. Where a customer entitled to withdraw does so after performance has begun pursuant to an express request recorded by the Provider, the customer pays an amount proportionate to what has been supplied up to the moment of withdrawal, calculated by reference to the total contract price. Setup work already carried out is treated as supplied, and the proportion attributable to it is calculated by reference to the Setup Fee. The approach follows Article 14(5) of Government Emergency Ordinance no. 34/2014, under which the proportionate sum is calculated on the basis of the total price agreed in the contract.

11.4. Article 16 of Government Emergency Ordinance no. 34/2014 lists the exceptions to the right of withdrawal. Under letter (a), the right does not apply to service contracts that have been fully performed where performance began with the consumer's prior express consent and after the consumer confirmed awareness that the right would be lost on full performance. Under letter (m), the right does not apply to the supply of digital content not delivered on a tangible medium where the equivalent conditions are satisfied. Where either exception applies on the facts, no withdrawal right subsists and Sections 11.1 to 11.3 have no further application.

11.5. Reimbursement due on withdrawal is made without undue delay and in any event within fourteen days of the day on which the Provider is informed of the decision to withdraw, using the same means of payment as the original transaction, unless the customer expressly agrees otherwise, as Article 13 of Government Emergency Ordinance no. 34/2014 requires. No charge arises in respect of the reimbursement itself.

11.6. Nothing in the present Policy excludes or restricts a right that mandatory consumer law confers and does not permit to be excluded or restricted.

12. Reimbursement Where the Provider Changes or Ends the Service

12.1. Where the Provider terminates for convenience under Section 21.4 of the Terms of Service, the Provider reimburses the portion of any prepaid Recurring Fee attributable to the unexpired part of the billing period, calculated on a daily basis from the effective date of termination.

12.2. Where the Customer terminates because it does not accept a price revision under Section 8.6 of the Terms of Service, an amendment under Section 24 of those Terms, or a material reduction in functionality under Section 18.4 of those Terms, and terminates before the change takes effect, no charge arises for the period after the effective date and any prepaid amount attributable to that period is reimbursed.

12.3. Where the Customer terminates the affected part of the Service following an unresolved objection to a new sub-processor under Section 14.3 of the Terms of Service, the Provider reimburses the prepaid fee attributable to the unexpired period for that part, and no penalty arises.

12.4. Where the Agreement is terminated under Section 25.3 of the Terms of Service following a prolonged force majeure event, prepaid fees attributable to the period during which the Service was not supplied are reimbursed.

12.5. Setup Fees are not reimbursed under Section 12, because the work they remunerate has already been performed and delivered. Section 4 governs the single case in which a Setup Fee is reimbursed.

13. No Switching Charges, and No Obstacles to Exit

13.1. The Provider levies no charge for switching to another provider, for exporting data or digital assets, for the use of the export tooling, for assistance during the transitional period, or for the termination of the Agreement. The undertaking is given now and is not deferred to 12 January 2027, the date from which Article 29 of Regulation (EU) 2023/2854 prohibits switching charges throughout the Union.

13.2. The Setup Fee is not a switching charge and does not operate as an obstacle to switching within the meaning of Article 23 of that Regulation. The Setup Fee is charged once, at the beginning of the relationship, as consideration for work performed at that time, and its amount is neither triggered by, nor increased by, nor recovered on, a decision to leave. Nothing becomes payable because the Customer switches, and nothing already paid is retained by reason of the switch rather than by reason of the work performed. Where a Setup Fee waived under Section 3.6 becomes payable because the subscription ended within its first six months, the sum is the fee for the setup work actually performed, is disclosed before contracting as Section 3.6, the acceptance step, and the order summary require, and is an early termination penalty for the purposes of Article 2, point (36), of that Regulation, which excludes such sums from switching charges; it is not a charge for the switching process and does not vary with a switch.

13.3. For the same reason, the rule that fees paid for a commenced billing period are not reimbursed is not a switching charge. The fee corresponds to a service actually supplied throughout the period, the maximum notice period the Provider may require is two months under Article 25 of that Regulation, and the Provider requires no notice beyond the current billing period.

13.4. The Provider gives no undertaking that the analysis in Sections 13.2 and 13.3 binds a competent authority. The obligations the Provider assumes, and on which the Customer may rely, are those stated in Section 13.1 and in Section 17 of the Terms of Service, namely that exit is free of charge, that data is exportable in a structured, commonly used, and machine-readable format, and that the Provider cooperates in good faith with the destination provider.

13.5. Should any part of the present Policy be found to constitute an obstacle prohibited by Article 23 of that Regulation, the part concerned is severed under Section 26.3 of the Terms of Service and the remainder of the Policy continues in force.

14. How Refunds Are Calculated and Paid

14.1. Reimbursements are calculated on the amount actually received by the Provider, exclusive of value added tax where the tax is recoverable by the Customer, and inclusive of it where it is not. Where a credit note is required, the Provider issues it in accordance with Romanian tax law.

14.2. Reimbursements are made through Stripe to the payment method used for the original transaction. Where that method is no longer valid, the Customer supplies alternative details, and the Provider makes the payment by bank transfer to an account in the Customer's name.

14.3. The Provider initiates a reimbursement within ten business days of establishing that it is due. The period required for the funds to reach the Customer is determined by the payment provider and by the Customer's bank, and typically runs to a further five to ten business days.

14.4. Where a reimbursement covers part of a billing period, the calculation is made on a daily basis, dividing the fee for the period by the number of days in it and multiplying by the number of unexpired days from the effective date.

14.5. The Provider does not deduct payment-processing costs from a reimbursement, and does not levy an administrative charge for issuing one.

15. Currency, Taxes, and Third-Party Costs

15.1. All amounts are stated and charged in euro. Where the Customer's payment method is denominated in another currency, the conversion rate and any cross-border or currency-conversion charge are determined by the Customer's bank or card issuer, fall outside the Provider's control, and are not reimbursed by the Provider.

15.2. Reimbursements are made in euro in the amount originally received. Where a currency movement between the charge and the reimbursement produces a difference in the Customer's own currency, the difference is not compensated by the Provider.

15.3. Value added tax is applied in accordance with the rules in force at the time of supply. Where the Customer supplies a valid intra-Community VAT identification number and the reverse charge mechanism applies, no Romanian value added tax is charged, and the Customer accounts for the tax in its own Member State. An invalid or withdrawn number obliges the Provider to charge Romanian value added tax, and the resulting amount is payable by the Customer.

16. Chargebacks and Disputed Payments

16.1. Where the Customer considers a charge incorrect, it should contact service@dentalpolyglot.com before initiating a chargeback with its bank or card issuer. Most disputes are resolved more quickly by direct correction than through the payment network.

16.2. A chargeback initiated while a Plan remains active does not by itself cancel the subscription. The Provider treats the amount as outstanding, notifies the Customer, and applies Section 9 unless the matter is resolved.

16.3. Where a chargeback is upheld in circumstances in which the charge was properly due, the Provider may recover the amount together with any fee imposed on it by the payment network, and may suspend the Service under Section 21.1 of the Terms of Service pending settlement.

16.4. Where a chargeback is upheld and the charge was not properly due, the Provider takes no further step and corrects its records.

17. Complaints and Dispute Resolution

17.1. Complaints concerning a charge, a cancellation, or a reimbursement should be sent to service@dentalpolyglot.com, stating the invoice or transaction reference, the amount in issue, and the outcome sought. The Provider acknowledges within five business days and responds substantively within thirty days.

17.2. Where the matter is not resolved, Section 27 of the Terms of Service governs the applicable law, the competent forum, and the negotiation period preceding proceedings.

17.3. The European online dispute resolution platform ceased operating on 20 July 2025 following the repeal of Regulation (EU) No 524/2013 by Regulation (EU) 2024/3228, and no complaint may be submitted through it. Any reference to that platform appearing in earlier documentation of the Provider is superseded.

17.4. Where a customer qualifies as a consumer under mandatory law, the alternative dispute resolution regime established in Romania by Government Ordinance no. 38/2015 on the alternative resolution of disputes between consumers and traders remains available, and the National Authority for Consumer Protection may be contacted through https://anpc.ro. Participation in an alternative dispute resolution procedure does not deprive either party of access to the courts.

18. Contact

18.1. DTCONCIERGE S.R.L., Aleea Călărașilor nr. 5, bl. G, ap. 54, Municipiul Sibiu, județul Sibiu, Romania. Billing, cancellation, and reimbursement correspondence: service@dentalpolyglot.com. Website: https://dentalpolyglot.com.