Refund Policy
Refund Policy
Last updated: July 13, 2026
This Refund Policy explains when refunds may be available for products or services purchased from JustScan, operated by GLOUD PTE. LTD.
1. General Refund Principle
Refund eligibility depends on the type of product or service, the status of the order, and whether production, customization, delivery, or service performance has started.
2. Custom-Made Products and Services
Some products or services may be custom-made or prepared based on customer-provided dental scan data, prescriptions, specifications, design instructions, or other information.
Unless otherwise required by applicable law, custom-made products or services may not be refundable once production, design, preparation, or service performance has started.
3. Refundable Cases
A refund may be considered if:
- We are unable to fulfill the order
- The customer was charged incorrectly or more than once
- The product or service was not provided due to an error on our side
- A refund is required under applicable law
- We approve a refund at our discretion after reviewing the circumstances
4. Non-Refundable Cases
Refunds may not be available for:
- Custom-made products after production, design, or preparation has started
- Products or services based on incorrect or incomplete customer-provided information
- Completed services or delivered digital/service work
- Opened, used, damaged, or non-resalable consumables, unless defective or required by law
- Delays caused by customer-side issues, missing information, customs, import procedures, or third-party delivery providers
5. How to Request a Refund
To request a refund, contact us at support@gloud.io with:
- Your name and company name
- Order number, invoice number, or payment reference
- Reason for the refund request
- Supporting information or photos, if applicable
6. Refund Processing Time
If a refund is approved, we will process it using the original payment method where possible. The time required for the refund to appear may depend on Stripe, your card issuer, bank, or payment provider.
7. Contact
For refund questions, contact:
GLOUD PTE. LTD.
Email: support@gloud.io
Phone: +65 8400 6128