Nonresponsive Policy
To successfully complete placed orders and to ensure timely delivery of the orders that were placed, the dentist placing the order should respond quickly to any digital treatment plan approval requests or questions that are posed by LabPronto.
If a dentist does not respond to a request for an extended period, the order placed will be handled as follows:
Waiting for Digital Plan Approval
If LabPronto has uploaded a completed digital plan and is waiting for the dentist’s approval for manufacturing, notifications (emails and / or texts) will be sent for once a day for 30 days asking the dentist for approval. If 30 days pass and there is no response the order will be considered completed, and the dentist will automatically be refunded 50% of the order.
Waiting for Missing Data
If data is missing for LabPronto to complete the case, notifications will be sent once a day for 30 days asking the dentist to submit the missing data. If 30 days pass and the data has not been submitted, the job will be considered completed and 70% of the amount will automatically be refunded to the dentist.
Waiting for Plan Draft Approval
If LabPronto has uploaded a draft of a Digital Plan and is waiting for approval, notifications (emails and / or texts) will be sent for once a day for 30 days asking the dentist for approval.
After 30 days, if the Labpronto service ordered was for a Digital Treatment Plan, the job will be marked as completed. If the LabPronto service ordered was for a Digital Treatment Plan and then product manufacturing the job wil be considered completed, and the dentist will automatically be refunded 50% of the order.