Cancellation &
Refund Policy.

The In-Office Delivery Mentorship is an on-site service in which Dr. Tracey travels to your office to provide chairside support during your patient’s appliance delivery appointment, together with a pre-appointment prep meeting, records and treatment plan review, team coaching, activation protocol guidance, patient and parent communication, and a post-delivery debrief. Because this service requires Dr. Tracey to reserve a full day, decline other engagements, and book non-refundable travel in advance, the following cancellation and refund terms apply to every booking. By paying the deposit, you agree to these terms.

1. Booking Deposit

A non-refundable deposit of $500 is required to reserve your date. The deposit holds the date exclusively for you, compensates for time that can no longer be offered to other practices, and is non-refundable and non-transferable to another date except as described in Section 5 (Rescheduling) or 6 (Cancellation by Nguyen Education LLC).

2. Travel Expenses

Travel costs — including airfare, ground transportation, lodging, parking, and related expenses — are billed separately from the service fee and are the client’s responsibility.* Once travel has been booked on your behalf, all non-refundable and non-recoverable travel costs are owed by you in full regardless of when or why the appointment is cancelled or rescheduled, and are not eligible for any refund. Where a booked fare or reservation can be credited or recovered, that value will be applied to your rescheduled date or refunded to you, less any change fees.

3. Educational Fee & Refund Schedule

The educational fee covers Dr. Tracey’s professional time and the components of the mentorship listed above. If you cancel, the refundable portion of the service fee is determined by how much written notice is given before the scheduled on-site date. The deposit is never refundable, and travel costs are handled under Section 2 in all cases.

In every tier above, the non-refundable deposit is retained and any non-recoverable travel costs remain the client’s responsibility.

4. Day-of Readiness (Patient No-Show, Incomplete Records, Late Cancellation)

This mentorship depends on your office being ready on the scheduled date: the patient present, the appliance and records available, and the treatment plan finalized.

If the patient does not show, the appliance or records are not ready, or the appointment otherwise cannot proceed for any reason within the client’s control — including if this becomes apparent only after Dr. Tracey has begun travel or arrived — the full service fee is due and non-refundable, and all travel costs remain payable under Section 2.

If Dr. Tracey has already begun traveling or is on-site when the appointment is cancelled, she will use the reserved time to provide value in place of the missed session — for example, staff training, review of other patient files, or other mentorship support — at no additional charge.

5. Rescheduling

• 30 days or more notice: the date may be moved once at no charge; the deposit transfers to the new date. Any non-recoverable travel costs already incurred remain payable.
• Fewer than 30 days notice: the date may be moved once, subject to a rescheduling fee of $500, plus any non-recoverable travel costs and re-booking expenses.
• Additional reschedules or a second change to an already-rescheduled date are treated as a new booking at the then-current rates.

6. Cancellation by Nguyen Education LLC

In the rare event Dr. Tracey must cancel or reschedule due to illness, emergency, or circumstances beyond her control, you will be offered the first available alternate date or, at your choice, a full refund of the service fee and deposit. Any travel costs you have paid that cannot be recovered will also be refunded to you. Nguyen Education LLC’s liability is limited to amounts you have actually paid; it does not extend to your office’s lost chair time, staff costs, or other indirect expenses.

7. How to Cancel or Reschedule

All cancellation and rescheduling requests must be made in writing to concierge@nguyeneducation.com. The date and time your written request is received is the date used to determine the applicable tier above. Requests left by voicemail or made verbally are not effective until confirmed in writing.

8. Refund Processing

Approved refunds are issued to the original method of payment within 10 business days of written confirmation. Depending on your bank or card provider, additional time may pass before the refund appears on your statement.

*Anticipated travel costs include round-trip flights for Dr. Tracey, for which she will book a standard refundable, economy-class fare; 1–2 nights’ hotel depending on flight and appointment times, and transportation to and from the airport and hotel.