Thank you for sharing your experience. We are sorry to hear that your night guard did not meet your expectations.
Our goal is always to provide every customer with a comfortable, well-fitting custom guard. When a fit issue occurs, our standard process is to evaluate the guard and determine whether adjustments or a replacement will provide the best outcome. We understand this can take additional time, and we are sorry for the frustration it caused in your case.
Regarding your refund, our records show that your request was made outside of our 30-day refund window. We understand you chose to work with your credit card company, and once a chargeback is filed, the matter is handled through the card issuer's dispute process.
We also want to clarify that we do not continue charging customers after a subscription has been canceled. If additional charges appeared while a chargeback was being processed, those transactions may have been related to the bank's dispute handling rather than new subscription renewals. We would be happy to review your account if you contact us directly.
We appreciate your feedback, as it helps us continue improving our products and customer experience.
