Payment Terms

1. Who's who

• Clients are clinics, labs, DSOs and other businesses that buy services on CaseBench.
• Providers are the treatment planners, CAD designers, labs and other specialists who sell services on CaseBench. Providers are independent businesses, not employees or contractors of CaseBench.
• Invited clinicians are clinicians a client invites to submit or review cases. Invited clinicians don't make or receive payments on CaseBench.

How payments are held. Providers appoint CaseBench as their limited agent to collect payments from clients. When you pay CaseBench, that counts as payment to the provider. CaseBench holds funds until they're released under these terms.

2. How pricing works

Each job on CaseBench has three parts:

• Service price. Set by the provider. The provider receives this amount in full.
• Platform fee. 12% of the service price, added on top and paid by the client. It covers provider vetting and certification, payment protection, dispute support and secure case storage. It's never deducted from the provider's earnings.
• Card processing fee. Charged by our payment provider, Stripe, and paid by the client. It's passed on at cost, with no markup from CaseBench.

You'll see the full breakdown before you confirm payment.

3. When you pay

Payment is taken when a job is assigned: when the provider accepts your job, or immediately if you assign a provider directly. Work doesn't start until payment is successful. If a payment fails, the job is paused until a valid payment method is provided.

Jobs with no charge skip payment and follow the normal workflow.

4. How we hold your payment

Your payment is held securely by CaseBench and isn't released to the provider while the job is in progress, in review or in revision.

Digital services (for example treatment plans and CAD designs):

1. The provider delivers the work.
2. You approve the work.
3. You then have 5 business days to request a revision or raise a dispute.
4. If you don't raise an issue, payment is released to the provider at the end of those 5 business days.

Physical goods (for example manufactured aligners or models):

1. The manufacturer ships your order and marks it as shipped.
2. Payment is released to the manufacturer when you confirm delivery.
3. If you don't confirm delivery or raise an issue, payment is released automatically:
   • 5 business days after the expected delivery date the manufacturer gave when shipping, but never sooner than 5 business days after the order was shipped, or
   • 10 business days after the order was marked shipped, if no expected delivery date was given.
4. Raising an issue pauses the release until it's resolved.

Please check your order when it arrives and confirm delivery, or raise an issue, before the release date shown on your order.

If you work with an invited clinician: if your clinician reviews the treatment plan, the 5 business days start when they approve it. If your clinician hasn't responded within 5 business days, you can approve on their behalf. The approval will be labeled as made on their behalf.

Patient acceptance: a patient accepting a treatment plan is a separate step that unlocks manufacturing. It doesn't affect payment for the design work. If the patient declines the plan, the design work is still considered complete and is paid as normal.

5. Revisions

Revisions requested within the 5 business day window are covered by the original payment. A revision request pauses the window. When you approve the revised work, a new 5 business day window starts. Changes requested after the window closes are treated as a new job.

6. Disputes

If something isn't right, raise a dispute from the job page within the 5 business day window. When a dispute is raised:

• Payment to the provider is paused until the dispute is resolved.
• We encourage you and the provider to try to resolve it together first.
• If you can't agree, the CaseBench team will review the case, including files, messages and the job history, and make a decision.

The outcome may be release of payment to the provider, a partial refund, or a full refund. CaseBench's decision on a dispute is final for the purposes of the platform. This doesn't limit any rights you have under applicable law.

7. Cancellations and refunds

• Before the provider accepts: you can withdraw the job at any time. You won't be charged, because payment is only taken when the provider accepts.
• After acceptance, before any work is delivered: you can request a cancellation from the job page. If the provider agrees, you'll receive a full refund of the service price and platform fee. If they don't agree, you can raise a dispute and the CaseBench team will decide.
• If the provider misses the agreed delivery date: you can cancel for a full refund of the service price and platform fee.
• After work has been delivered: the job can't be canceled. Use revisions or raise a dispute instead.

Refunds may also be issued if a dispute is resolved in your favor or a payment was taken in error.

Refunds go back to your original payment method. The card processing fee isn't refundable, because our payment provider doesn't return it to us. Refunds usually take 5 to 10 business days to appear, depending on your bank.

8. Payouts for providers

• Providers must connect a Stripe account to receive payouts.
• Payouts are made in US dollars (USD) to your connected Stripe account once payment is released (see section 4).
• You're responsible for your own taxes on earnings.
• If a payment is reversed after it has been released (for example after a chargeback or a refund following a dispute), CaseBench may recover that amount from your future payouts or ask you to repay it.

9. Currency

All prices and payments on CaseBench are in US dollars (USD). If your card is in another currency, your bank may apply its own conversion fee.

10. Keep payments on CaseBench

All payments for work found through CaseBench must be made through CaseBench. Payment protection, dispute support and the case record only apply to work and payments made on the platform.

Arranging or accepting payment outside CaseBench for work found through CaseBench is a breach of our Terms of Service for 24 months after you were first introduced on CaseBench. This may result in account suspension or removal. Sharing contact details in messages isn't permitted.

11. Chargebacks

If you think a charge is wrong, please contact us first at hello@casebench.io so we can help. Filing a chargeback for work you approved, or while a dispute is open, may result in your account being suspended.

12. Changes to these terms

We may update these Payment Terms from time to time. We'll give you 30 days' notice of any change to fees before it applies to new jobs. Jobs already paid for stay on the terms in place when you paid.

13. Contact

Questions about a payment? Email hello@casebench.io.