Opencare is a marketing and technology platform for dental practices, its fees are charged based on marketing and platform services only. Opencare does not direct patients towards a specific Provider; Opencare allows patients to freely choose which Provider to book appointments with on the platform. Opencare does not receive, share in, or split fees for dental services, and fees are not based on the value of any dental services provided by Providers on the platform. All clinical fees charged to patients are determined exclusively by the provider.

Opencare's fees cover the following:

• Allocated digital marketing and advertising costs (e.g., SEO, SEM).
• Provider profile listing and maintenance.
• Access to Opencare's proprietary patient matching and scheduling technology.
• Automated appointment confirmation and reminder services.
• Practice Management System integration technology.
• License for the technology used to facilitate the booking request.

Membership Fee

• Providers are charged a monthly Membership Fee for access to the Opencare platform, which includes software integration services, access to the Opencare analytics portal, and customer support. The Membership Fee is charged on a per practice location basis, not a per provider or per owner basis.
• The first month's Membership Fee for new Opencare Providers will be prorated based on the activation date.
• Providers who change their Membership Plan during a billing period will be charged according to the plan that is active at the time of billing.
• If a provider cancels their membership, the Membership Fee for the month of cancellation will not be refunded and will be included in the final invoice.

Platform Booking Request Fee

• Providers are charged a Platform Booking Request Fee for requested bookings made through the Opencare platform. The fee reflects the costs of marketing and platform services that result in the request of an appointment booking.
• The Platform Booking Request Fee is a fixed fee per booking request, which does not depend on the value of services or treatments provided.
• For billing purposes, the Platform Booking Request Fee is charged only when a booking request meets the following platform billing criteria:
  • The request is made through the Opencare platform.
  • The request is not a duplicate booking request or an existing patient of the practice, i.e. the patient has not visited this practice location within the past 2 years.
  • The request is for a patient 18 years of age or older.
  • The request is for a patient that is NOT using an HMO plan or government-funded social assistance program (e.g. Medicare/Medicaid in the US or ODSP in Canada) to pay for their appointment.

Billing Exemptions and Refunds

• Opencare monitors behavior from practices and patients to ensure a positive experience for our community. Opencare may provide billing exemptions or refunds for administrative, technical, or customer service reasons.
• An Opencare Provider may request a billing exemption if they believe it does not meet the Platform Booking Request Fee criteria outlined above.
• The Platform Booking Request Fee may be waived, at Opencare's discretion, if the booking request is cancelled, and the patient did not otherwise rebook with the practice within 180 days of the original booking request date.
• In order to validate a billing exemption, we may ask for details about how the patient was contacted, details about the appointment, and may follow up with the patient directly to evaluate the reason for the billing exemption.
• Opencare retains the right to reverse billing exemptions or refunds if it is determined that the information or circumstances leading to the exemption have changed or were incorrectly stated.
• Refund Policy: Opencare can only process refund requests submitted within 90 days of the original charge. Requests made after this period will not be eligible for a refund.

Pricing

• The price of the Membership Fee and Platform Booking Request Fee will be made clear to the customer before activating an Opencare Provider.
• Opencare reserves the right to adjust pricing and will notify Providers of any changes at least 30 days before the price change goes into effect. The revised Platform Booking Request Fee will apply to any new booking requests that are requested after the price change goes into effect.
• Opencare reserves the right to adjust pricing and will notify Providers of any changes at least 30 days in advance.

Platform Expectations and Prohibited Behaviors

To ensure a transparent, fair, and compliant billing process, Opencare providers are strictly prohibited from engaging in certain practices. Violation of these rules may result in penalties, including but not limited to suspension or termination of the provider's account. These prohibited practices include:

• Providers may not impose extra costs on patients for the convenience of using Opencare. Pricing for services must be consistently charged for both Opencare and non-Opencare patients.
• Providers must provide accurate information relevant to whether a booking request meets the platform’s billing criteria (e.g. duplicate patient, existing patient, etc.). Misleading Opencare by falsifying, omitting, or inaccurately reporting this information is strictly prohibited.
• Providers remain solely responsible for all clinical decisions, including whether to accept a booking request. However, Providers may not engage in discrimination or vetting of patients based on non-clinical circumstances.

Opencare Provider Criteria

• The provider has been approved as "Eligible" by Opencare.
• The provider has an active, valid payment method associated with their profile.

Billing Cycles

• Billing occurs on the 6th day of each month, covering all booking requests and the Membership Fee from the previous month. Detailed receipts, including any adjustments due to membership changes, are provided via invoice accessible through the Opencare platform.

Late Payment and Non-Payment

• Opencare will automatically pause a Provider’s account if a payment is declined and the account balance, including Membership Fees, remains overdue for more than 72 hours. During this pause, new patient booking request functionality will be suspended until payment is received. Providers remain responsible for all accrued fees during any suspension period.
• If payment is not received within 15 days of the completion of a Billing Cycle, the Provider’s account will be considered delinquent. A late fee of the greater of $50 (administrative fee) or 1.5% of the total outstanding balance per month (18% annually) will be applied to all overdue amounts.
• Accounts with overdue balances may also be subject to additional actions, including referral to a third-party collections agency, as per the standard Opencare collection process.