Refund Policy

Paddle as Merchant of Record

Dently AI uses Paddle (Paddle.com Market Limited / Paddle.com Inc.) as our authorized reseller and Merchant of Record. Paddle processes all payments made in connection with your Dently AI subscription. When you subscribe to Dently AI, your payment transaction is between you and Paddle — not between you and Dently AI.

As the Merchant of Record, Paddle is responsible for payment processing, billing, tax collection, and remittance on your subscription. This means your payment method is charged by Paddle (the charge will appear as PADDLE.NET or PADDLE.COM on your statement), and any payment-related inquiries — including refunds, chargebacks, and billing questions — are handled by Paddle in accordance with their own terms and policies.

Your purchase is governed by Paddle's Buyer Terms, available at paddle.com/legal/checkout-buyer-terms, and Paddle's Refund Policy, available at paddle.com/legal/refund-policy. In the event of any conflict or inconsistency between this Refund Policy and Paddle's policies, Paddle's policies control with respect to payment processing, tax, and refund mechanics.

Paddle's Buyer Terms apply to all purchases regardless of your location. Paddle collects and remits applicable taxes (VAT, GST, sales tax, etc.) on your subscription based on your billing address and local regulations. For payment-related questions — including inquiries about charges, invoices, tax documentation, or updating your payment method — visit paddle.net.

Subscription & Pricing

Dently AI is offered as a subscription service priced at $49 (USD) per month. Your subscription begins on the date of your initial purchase and automatically renews each month on the same calendar day (or the last day of the month if your signup date does not exist in a given month). Each renewal extends your subscription for an additional one-month billing period.

You can cancel your subscription at any time. When you cancel, your subscription will not renew at the end of the current billing period, but you will retain full access to the Service until that period expires. There are no long-term contracts, minimum commitments, or early termination fees.

Dently AI reserves the right to change its subscription pricing. If we change the price, we will notify you by email at least 30 days before the change takes effect. Your continued use of the Service after the price change constitutes acceptance of the new price. If you do not agree to the new price, you may cancel your subscription before the change takes effect.

General No-Refund Policy

All subscription payments are generally non-refundable. Once a billing period has started, the subscription fee for that period is considered earned, and we do not provide refunds or credits for any partial-month usage. This applies regardless of whether you used the Service during that period.

Downgrading or canceling your subscription during a billing period does not entitle you to a prorated refund for the unused portion of that period. Your access continues through the end of the already-paid billing period, after which no further charges will be made.

Exceptions to this general policy exist for statutory withdrawal rights (described below) and at the sole discretion of Paddle in accordance with their Refund Policy. Dently AI does not have the ability to unilaterally issue refunds — all refund decisions are made by Paddle.

EU/EEA/UK 14-Day Withdrawal Right

If you are located in the European Union, European Economic Area, or the United Kingdom, you have a statutory right to withdraw from your subscription contract within 14 calendar days of your initial purchase without giving any reason. This right is established by the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, you must notify Paddle of your decision to withdraw within the 14-day period by contacting Paddle support at paddle.net or through Paddle's standard refund request process. Upon receipt of your withdrawal notice, Paddle will reimburse the full subscription payment to the original payment method within 14 days.

This withdrawal right applies only to the initial subscription purchase — it does not apply to renewal payments. By subscribing to Dently AI, you acknowledge and agree that the Service involves the supply of digital content not supplied on a tangible medium, and that by starting to use the Service during the 14-day withdrawal period, you expressly consent to the immediate performance of the contract and acknowledge that you lose your right of withdrawal once the Service has been fully performed. If you use the Service at all during the 14-day period and intend to exercise your withdrawal right, we recommend you contact Paddle before using the Service.

Country-Specific Statutory Rights

Certain countries and jurisdictions grant consumers additional statutory refund and cancellation rights beyond the standard policies described above. For example, consumers in South Korea may have a right to cancel within 7 days under the Act on Consumer Protection in Electronic Commerce. Consumers in Brazil may have a 7-day right of repentance under the Brazilian Consumer Protection Code (CDC).

These country-specific rights vary by jurisdiction and are subject to applicable law. For a complete and current list of country-by-country statutory refund rights, please refer to Paddle's Refund Policy at paddle.com/legal/refund-policy. All statutory refund and cancellation rights are handled through Paddle as the Merchant of Record.

If you believe you are entitled to a refund under a country-specific statutory right not covered elsewhere in this policy, please contact Paddle support directly and reference the applicable law. Paddle will review your request in accordance with their policies and the relevant legal requirements.

How to Cancel Your Subscription

You can cancel your Dently AI subscription at any time through your Paddle account dashboard. Visit paddle.net, log in to your account, and follow the subscription management steps to cancel your plan. Alternatively, you can contact Paddle support directly to request cancellation on your behalf.

Cancellation takes effect at the end of your current billing period. You will continue to have full access to Dently AI until that date. No further charges will be made after cancellation. We do not issue prorated refunds for the remainder of a billing period after cancellation.

If you encounter any difficulty canceling your subscription, or if you have questions about the cancellation process, you can also reach out to us at support@dentlyai.com. While we cannot process cancellations directly (Paddle handles billing), we can assist you with the steps and escalate issues to Paddle on your behalf.

How to Request a Refund

All refund requests are processed by Paddle, not Dently AI. To request a refund, visit paddle.net and use Paddle's refund request process. You can also contact Paddle support directly through their help center to initiate a refund review.

When submitting your refund request, include your order ID or transaction ID (found on your Paddle receipt or in your Paddle account) to help Paddle locate your purchase quickly. Paddle may also request additional information — such as the reason for your refund request, your billing email, and the date of purchase — to process your request. Providing complete information will help ensure faster processing.

Paddle reviews refund requests in accordance with their Refund Policy and applicable laws. Paddle retains full discretion over the approval or denial of refund requests, subject to statutory rights you may hold under consumer protection laws in your jurisdiction. If your refund is denied by Paddle, you will receive a notice explaining the decision.

Refund Processing

When a refund is approved, Paddle processes the refund to the original payment method used for the purchase. Refunds cannot be redirected to a different payment method, bank account, or payment instrument.

Refund processing times vary depending on the payment method and your financial institution. Credit and debit card refunds typically appear within 5 to 10 business days after Paddle initiates the refund, though some banks may take longer. PayPal refunds are generally reflected within 3 to 5 business days. If you have not received your refund after 10 business days, check with your bank or payment provider first, then contact Paddle support for assistance.

Paddle will notify you of the status of your refund — including confirmation when it has been initiated — via the email address associated with your Paddle account. You can also check the status in your Paddle account dashboard.

Chargebacks & Disputes

If you have a billing concern, please contact us at support@dentlyai.com before initiating a chargeback or payment dispute with your bank or card issuer. We want to resolve the issue fairly and will work with you and Paddle to address your concern.

Chargebacks initiated without first attempting to resolve the issue with us or Paddle may be contested. Fraudulent chargebacks — including those filed for legitimate purchases made with your authorization — may result in the termination of your Dently AI account, and you may be liable for any fees or costs incurred by Paddle or Dently AI in defending the dispute.

If you initiate a chargeback for a payment on which Paddle has already issued a refund, or you receive a chargeback credit while also receiving a refund, you will be responsible for returning the duplicate amount. We reserve the right to pursue recovery of any duplicate credits resulting from chargebacks and refunds for the same transaction.

Effect of Refund on Access

Upon issuance of a refund for your subscription, your access to the Dently AI Service ends immediately. You will no longer be able to use the Telegram-based AI assistant, access any of the Service features, or retrieve data through the Service interface. This applies whether the refund is issued as a statutory withdrawal, a discretionary refund, or any other type of reimbursement.

Your account data — including patient records, appointment history, clinical notes, and settings — will be retained for a period of 30 days following the termination of access. During this 30-day retention window, you may request earlier deletion of your data by contacting us at support@dentlyai.com. After 30 days, your data will be permanently deleted in accordance with our data retention practices.

You may re-subscribe to Dently AI at any time. If you re-subscribe after a refund and account termination, you will start with a fresh account — your previous subscription, settings, and data will not be restored automatically (unless re-subscription occurs within the 30-day retention window, in which case we may be able to reactivate your prior configuration upon request).

Changes to This Policy

Dently AI reserves the right to update or modify this Refund Policy at any time. When we make changes, we will post the revised policy on this page and update the “Last updated” date at the top of the page. We encourage you to review this policy periodically to stay informed about our refund practices.

For material changes — those that significantly affect your rights or our obligations — we will provide additional notice by sending an email to the address associated with your Paddle account or your Dently AI account at least 30 days before the change takes effect. Your continued use of the Service after a material change constitutes acceptance of the revised policy.

This Refund Policy applies to all purchases made on or after the effective date stated at the top of this page. Purchases made before a policy update remain governed by the policy in effect at the time of purchase.

Contact

If you have questions about this Refund Policy, your subscription, or the refund process, you can reach us at support@dentlyai.com.

For payment-specific inquiries — including billing, invoices, payment method updates, or refund status — please contact Paddle directly through paddle.net.