Complaint and resolution process
Customers, clinicians or authorised organisations should first contact hello@evidentity.ai where a concern relates to billing, cancellation, fulfillment, managed Recommendation Control, implementation, AI Demand Map interpretation, public clinic information, clinician attribution, evidence status or another Evidentity Dentistry service matter.
The objective of the first-contact process is to identify the precise issue, review the relevant service or governance records and resolve legitimate problems through a documented internal process before unnecessary payment or legal escalation.
A complaint should provide enough information for Evidentity to identify the relevant relationship and issue. Useful information includes the clinic or organisation name, contact person, active or purchased service, invoice or transaction reference where applicable, the specific statement or service action being challenged, relevant dates and the resolution requested.
Where the complaint concerns a clinic or clinician fact, the request should identify the disputed information and provide the current authoritative source or correction where reasonably available.
Complaints concerning implementation, monitoring, AI Site operation, managed Recommendation Control, operator communication or other delivery issues are reviewed against the accepted scope, account history, fulfillment records, operating activity and relevant commercial documents.
The review distinguishes between a service that was not delivered according to its agreed scope and a disagreement about an external recommendation outcome observed during otherwise delivered work.
Billing complaints are reviewed against invoices, transaction records, active billing periods, renewal state, cancellation timing, service activation and work already performed.
Where a billing error is confirmed, Evidentity can correct the account or transaction according to the applicable payment route. Refund requests are reviewed under the Refund & Cancellation Policy unless the matter falls specifically under the Progress Guarantee.
Where a customer believes the conditions of the Evidentity Progress Guarantee have been met, the review uses the agreed opening baseline, priority addressable recommendation markets, monitoring history, intervention record, re-test history and applicable guarantee period.
Guarantee review is therefore separate from an ordinary dissatisfaction or cancellation request. The purpose is to determine whether the measurable progress conditions and escalation provisions attached to the Guarantee have actually been triggered.
Because Evidentity Dentistry maintains governed public representations of clinics, a complaint may concern factual or professional accuracy rather than payment or service delivery. This includes incorrect clinician affiliation, incorrect treatment availability, mistaken location attribution, outdated pricing, unsupported capability, incorrect evidence status or another public statement controlled by Evidentity.
Such complaints are reviewed against the relevant Canonical AI Clinic Profile record, source provenance, current clinic authority and publication state. Where the evidence supports correction, the governed source record should be corrected first so affected public and machine-readable surfaces can be brought back into alignment.
A claim that is merely disputed is not automatically removed from every layer without review; the purpose of the governance system is to resolve the correct current state and retain a defensible record of the change.
An AI Demand Map result may differ from a clinic's expectation or from another isolated AI interaction. Recommendation Intelligence is based on defined test conditions and repeated observations rather than a claim that every user will receive the same output.
Where an observation is challenged, Evidentity can review the relevant scenario, model, test period, repeated outcomes and current market state. If the monitoring record contains an error, the record should be corrected. If the difference reflects genuine model or prompt variation, that variation can remain part of the Recommendation Intelligence rather than being treated as a data-quality failure.
Privacy, data-handling or security complaints are routed through the appropriate review process and may require validation of the affected account, information or system. Evidentity may request additional information where necessary to identify the relevant records or investigate the reported issue.
Customers should avoid including passwords, full payment credentials or unnecessary patient-identifiable clinical information in an ordinary complaint email.
Evidentity reviews the complaint against the evidence appropriate to the issue. Depending on the matter, this can include the accepted commercial scope, invoices and transaction records, onboarding state, fulfillment history, Canonical Profile records, claim provenance, publication history, AI Demand Map observations, operator records, Guarantee conditions or signed agreements.
The resolution is based on the governing record rather than on the loudest available public signal or an isolated unsupported assertion.
Evidentity aims to acknowledge complaints within 2 business days and to provide a substantive review response within 10 business days in ordinary cases.
Complex matters involving multi-location clinic records, professional-source validation, Guarantee assessment, custom contracts, payment-provider coordination or security investigation may require additional time. Where that occurs, Evidentity may provide an interim status while the review continues.
A complaint can result in clarification of service scope or recommendation data, correction of a clinic or clinician record, correction of a billing error, modification of an AI-facing publication, cancellation according to the applicable policy, refund review, Guarantee escalation, operational remediation, or another documented resolution appropriate to the underlying issue.
Where the evidence does not support the requested resolution, Evidentity may maintain the existing position and explain the basis on which the review was decided.
Customers are encouraged to contact Evidentity before initiating a chargeback or external payment dispute where reasonably possible. Billing, cancellation and fulfillment issues can often be resolved more accurately when the service record, invoice and transaction context are reviewed together.
This does not remove any rights a customer has under applicable law or payment-network rules.
Complaints and resolution requests should be sent to:
hello@evidentity.ai
Evidentity LLC
30 N Gould St, Ste R
Sheridan, WY 82801
USA