Refund & Payment Policy

1. Definitions:

Refund:

Refund is the process of reversing any sort of payment. It may be triggered by consumers who are dissatisfied with products or services bought and couldn’t be retained by client team

Refund policy:

Policy set to mitigate the volume of refunds with increasing customer satisfaction and facilitating daily operations

Long term treatment plan:

A detailed plan that involves a variety of services designed to meet a patient’s health with information about a patient’s disease, the treatment options during long period of time

Comprehensive cases:

Cases where treatment plan lasts from 1-3

appointments to reach treatment goal

Simple cases:

Cases where treatment plan lasts more than

   3 appointments to reach treatment goal

Purpose of statement:

A refund policy establishes expectations for both One Health clinics and patients and can protect One health from potential financial losses and liability

3.      Objectives of the policy

• Providing Clear process for withdrawing from a consultation or encounter
• Preservation of customer relationships – customer retention
• Try to stop fraudulent returns

4. Acceptable reasons of refunds

• Daily refunds and cancelation
  • Physical services
    1. Patient cancelation
    2. Doctor cancelation
    3. Doctor’s referrals
    4. Incomplete service

4.1.2.     Digital services

1. Doctor’s cancelation
2. Doctor’s referrals
3. Incomplete service

4.2  Long term treatment plan refunds and cancelation

1. Occurrence of any kind of mistake on one health
2. Occurrence of medical complications
3. Incomplete service
4. Refund process starts as a last option if client’s team retention to

patients is ineffective

5. Refund process

• Daily refunds and cancelation

• Physical services

1. Invoice should be returned by MCM / Assigned Task-Owners on Peret
2. While returning invoice, refund reason should be added on Peret
3. Printing returned invoice hard copy to be submitted to CCC

1. Amount shall be returned upon patient submission of –hard copy returned invoice– to CCC
2. Refund should be in the same payment method service was paid through
   1. Cash payments should be returned in cash
   2. Credit payments should be returned through VOID on POS –

payment fees should be deducted

1. Hard copy documents should be kept by operations as reference

5.1.2.     Digital services

Refund will be in case of doctor’s cancelation/technical challenges from our

side/ unfinished teleconsultation, through PayMob.

5.2         Long term treatment plan refunds and cancelation

• Consent form should be signed by the patient before operating any relevant treatment that will take more than one appointment (long term plan)
• Consent form should include the duration of refund – 14 days
• A request form should be filled in by the Patient including detailed reasons
• A request form should be filled by the treating physician including medical justification for refund

• In case of change in dental treatment plan, it will be reported to finance for returning the incorrect invoice and create new one with new correct service
• All cash patient’s invoices should be printed (all the patients who will pay any amount should receive an invoice, right?

6.      The following outlines the services not eligible for refund

• Discounted services and offers
• On consumables and materials that might be necessary to the service provided
• On in progress Services that cannot be returned or canceled

7. For exceptional cases, refund requires approval of 2 ExCom members
8. Refund forms should be shared with client team monthly for analytical reasons

N.B. The refund policy for certain services may vary depending on the clinical practice However, here are some general guidelines that may be included in a refund policy for

services:

1. Refunds for canceled appointments: If a patient cancels their appointment in advance, they may be entitled to a refund of any deposit or payment that was made in advance.

2. Refunds for overpayments: If a patient pays more than the amount owed for a service, they may be entitled to a refund for the

3. Refunds for billing errors: If there is an error in billing, such as charging for a service that was not provided or the correct service price wasn’t reflected in the invoice (the patient should pay what was mentioned in the invoice only even if the service price in the bill is less than the correct service price), the patient may be entitled to a refund or adjustment to their
4. on the dental practice or clinic. Patients should review the refund policy carefully before agreeing to any dental Additionally, patients should communicate any concerns or issues with the dental practice or clinic to try to resolve any problems before seeking a refund.
   • If we will need to refund any promotional/bundle/ packages services, we will break the bundle and calculate the per session cost without discount, and deduct the full amount of the sessions used before issuing the rest (unused) as refund
   • for dental unused services the patient has the right to take his advance payment back provided there is no loss to the business, just as we are doing for advanced surgery payments which get canceled by the
5. For patients who started their treatments in OH then they decided to not continue the treatment in our clinics and will complete it The first step, the client team will always try to retain those patients, however, in case if the patients insisted on the refunds or cancelling their approvals the dental team will take case by case which means that when we will receive such cases BLO will check with the dentists the time and the efforts that are spent with each patient and the exact steps that were done and BLO will get back to the client team by the exact amount that will be refunded in each case. In those cases, the

finance team shall check what was used by the dentist to make sure of the correct amount that will be refunded.

6. Consent form should be signed by the patient before operating any relevant treatment

9.      Refund Request Form:

Payment POLICY

1. Purpose of statement:

Establish operational processes and procedures for payments= to minimize risk and provide the greatest value, and availability of high- quality services

2.      Objectives of the policy

• Providing Clear process for payments
• Ensures all staff are aware of obligations in relation to finance transactions within the business
• Informing patients with payments plans and conditions prior any service to avoid refunds and complaints

3.      Dental Payment plans

• Short term treatment plan – prosthesis

3.1.1.     Simple cases

1. Service fees is within insurance limit – deduct all price prior service
2. Service fees is overlimit – down payment of 70% should be paid prior service and 30% should be paid within treatment duration
3. There shouldn’t be any outstanding amounts on patients
4. In case patient has any due amounts, last appointment should be on hold

3.1.2.       Comprehensive cases

1. Down payment of cost price calculated by the treating physician
2. Treating physician insert services equivalent to cost price to be paid before starting the procedure
3. Due amounts will be scheduled case by case and payment plan will be signed by the patient

3.2.                       Long term treatment plan- orthodontics treatment

1. 30% down payment – before fixing the appliance
2. 70% through treatment duration

4.      Clearance form:

Financial clearance form should be signed by the patient including treatment plan associated with payment plan as agreed with the patient before proceeding with any service.

Clearance Form Process:

• In case if the will perform an extra/ uncovered service, he will need to fill a clearance form.
• The will ask the nurses to provide him with the clearance form (if it is not available in the consultation room).
• The will write the name of the service on the clearance form and will sign the form.
• Then the will give the form to the nurse and the nurse will go to the CCCs desks to check the service price (he will ask the CCCs to write the service price on the form).
• Then the nurse will get back to the patient to inform him about the service price and will ask the patient to sign the
• After signing the form, the nurse will take the clearance form and will give it to the CCCs check out desks and the will perform the service.

Role of the doctors:

• The doctors shall upload the services on Peret right away after the consultation and to call the nurses in case if any extra service/ uncovered service will be done during the consultation to provide them with the clearance form (in case if the clearance form is not available in the consultation room).

Role of the CCCs:

• Inform the patients about the service price that the patients booked for
• Check the system (fee sheet) during patients check
• Clearance form should be uploaded on Peret by CCC
• Explain the dental treatment plan to all the patients along with the services

Role of the nurses:

• Provide the doctors with the clearance form along with the consumables and when an extra/ uncovered service will be done and they attend the consultation with the doctors
• In case if they didn’t attend the consultation and an extra/ uncovered procedure will be done, the nurses shall provide the doctors with the clearance form after the doctors contacting
• Check with the CCCs the service price (they will ask the CCCs to write the service price on the form).
• Get back to the patients to inform them about the service price and will ask the

patients to sign the form.

• After signing the form, the nurses will take the clearance form and will give it to the CCCs check out desks.

• Shift lead supervision is mandatory to assure correct SOP

5.      Payment methods

• Cash
• Credit
• Online

6.      Clearance form templates

1. General clearance form

1. Prosthesis clearance form

• Orthodontics clearance form

Payment plan

خطة الدفع

أقر أنا انه تم ابلا . يغ واوافق بأن تكلفة العلاج : …………………………………….

يتم دفع %30 عند الزيارة الاولى ……………… بتاري••••خ ……… وبا : يق المبلغ على اقساط تدفع شهريا لمدة تتناسب مع ف :تة العلاج مع العلم ان الدفعه الاو يلى لا ترد.

I acknowledge that I have been notified and agree that the cost of the treatment is

…………………… EGP and 30% down payment will be settled upon first visit with total amount

………. EGP on…….. knowing that down payment is not subjected to refund.

Payment plan:

Consent:

Website Refund Policy

• All consumed services are non-refundable.
• Promotional/bundle/ packages unused services refund: the bundles/ packages will be cancelled and the per session cost will be calculated without any The full amount of the sessions used will be deducted before issuing the rest (unused) as refund only within the 14 days.