Payment Protection
Last updated: February 2026
1. Overview
Dentorra is committed to transparent and secure payment handling. This policy explains how payments are processed, protected, and released on the Dentorra Platform.
All payments through Dentorra are processed via secure third-party payment processors and are subject to the protections outlined in this policy.
2. Quote Approval Flow
Quote Submission: When you submit a case to a manufacturing lab, the lab will review your case and provide a detailed quote that includes price, specifications, turnaround time, and any relevant terms.
Review & Approval: You will receive the quote and have the opportunity to review all details. You may approve the quote to proceed with payment, or you may cancel the case without penalty before approval.
No Automatic Payment: Payment is never collected until you explicitly approve the quote. You are always in control of when payment is authorized.
3. Payment Processing
Secure Processing: All payments are processed through PCI-compliant third-party payment processors. Dentorra does not store full payment card details on its servers.
Encryption: Payment information is encrypted in transit using industry-standard security protocols (TLS/SSL).
Payment Methods: Dentorra accepts standard payment methods, including credit cards, debit cards, and bank transfers, depending on your location and the lab's preferences.
Currency: Payments may be processed in multiple currencies. Exchange rates are determined by the payment processor at the time of transaction.
4. Release of Funds
Phased Release: Funds are released to manufacturing labs according to Dentorra's case workflow and delivery milestones, not immediately upon payment collection. This protects both buyers and labs by ensuring that funds are held until key case milestones are completed.
Case Milestones: The exact release schedule depends on the case and manufacturing lab, but typically includes milestones such as case confirmation, production commencement, and case shipment.
Transparency: All payment release timelines are visible to the buyer in the case timeline on the Platform.
5. Disputes & Holds
Dispute Resolution: If a dispute arises regarding a case, payment, or delivery, contact Dentorra Support immediately. Dentorra will facilitate communication and mediation between the parties.
Payment Holds: In case of a dispute, Dentorra may temporarily hold payment release pending investigation and resolution. This protects both parties while the issue is addressed.
Resolution: Once the dispute is resolved, funds will be released according to the agreed outcome. If a refund is determined to be warranted, it will be processed within a reasonable timeframe.
No Arbitrary Holds: Dentorra will not hold payments arbitrarily. Any holds are based on documented evidence of disputes or compliance concerns.
6. Refunds & Chargebacks
Refund Eligibility: Refunds are available only in the following circumstances:
- Before quote approval (case cancellation)
- In case of payment fraud or processing error
- As otherwise agreed in writing by Dentorra and the user
Chargeback Disputes: If you dispute a charge through your payment provider or credit card company, notify Dentorra immediately. Chargebacks may result in account suspension pending investigation.
7. Transparency & Tracking
Payment Timeline: Each case includes a payment timeline that shows when payment was collected, when funds will be released, and the current status of all payment-related milestones.
Case Timeline: The case timeline is always visible to both the buyer and the manufacturing lab, ensuring full transparency about payment status and case progress.
Notifications: You will receive notifications at key payment milestones, such as payment collection, fund release approval, and dispute resolution outcomes.
8. Fees & Costs
Dentorra Fees: Manufacturing labs set their own pricing for cases. The quoted price displayed on the platform includes Dentorra's service fee. There are no additional Dentorra fees added after quote approval.
Lab Pricing: Manufacturing labs set their own pricing for cases. The quoted price displayed on the platform includes Dentorra's service fee. There are no additional Dentorra fees added after quote approval.
Shipping: Shipping fees are separate and determined by the manufacturing lab based on the case, destination, and service level. Shipping costs are included in the quote.
Taxes: Depending on your jurisdiction, applicable sales taxes (such as GST, VAT, or similar local taxes) may apply. Any applicable taxes are displayed prior to payment confirmation.
Customs & Import Duties
Customs & Import Duties: Import duties may apply depending on the destination country and declared value. Dental prostheses are commonly classified as medical or dental devices and often qualify for low or zero import duties. Any applicable charges are assessed by the destination country's customs authorities, and the courier or customs agency will contact you directly if payment is required.
9. Payment Protection Guarantees
Dentorra commits to:
- Secure, encrypted payment processing
- No collection of funds before quote approval
- Phased fund release according to case milestones
- Fair and transparent dispute resolution
- Full transparency about payment status and timelines
- Protection of payment information and user data
10. Contact & Support
For questions about payments, payment disputes, or concerns about payment processing, contact Dentorra Support.
For detailed guidance on the payment process, visit the Help Center.