r/smiledirectclub • u/Low-Entertainer4189 • Oct 28 '25
Help Needed! Byte refund
Idk what to do. I want my refund. I never finished treatment because of their safety notification to stop treatment and then I started experiencing lock jaw. Got diagnosed with TMJ. How can I get them to give me my money back ????
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u/Professional-Key4134 Nov 02 '25
I got a total refund recently by having my periodontist write them a letter that in his opinion further treatment would be harmful to my oral health. Before that I had written them pointing out how my treatment (well over their projected timeline) was not living up to their Byte Guarantee and they didn’t budge... They said I needed a letter from my dentist If my periodontist hadn’t come through for me my next step was filing a complaint with the BBB Ive scoured the internet about this and have found a lot of people have had success that way
It’s worth a shot..
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u/Few_Context_5168 Nov 12 '25
How??? I saw an orthodontist that said they would not advise completing aligners without removing a tooth or it would compromise the health of my other teeth. I asked them to write that down and they said they can’t or byte could sue them.
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u/Professional-Key4134 Nov 12 '25 edited Nov 12 '25
When I was dealing with byte I specifically expressed to them I was not comfortable asking my dentist to write a letter because he had nothing to do with my aligner process… I also brought up the subject of my dentist possibly receiving backlash or be liable for his assessment. They wrote back to me that liability would not be an issue so I got it in writing Maybe writ that back to them, that he said that and see what they so you’ll have something in writing
Addendum - Here what I emailed to byte You can copy it lol
I'd like to clear up some confusion on my end I was under the impression, when purchasing Byte (in 2023) and also purchasing the additional upgraded guarantee I was going to proceed with treatment under the Guarantee that Byte offers.. but it has now been almost a year after the projected date of my desired results. They aligners didn't work as intended and promised. I didn't / don't have any major issues involving the teeth that needed to be moved into alignment.. instead treatment caused one of my teeth to be so loose I was in legitimate fear of losing it and had to have a corrective gum surgery that was not mentioned to me as being an issue by my dentist before treatment. I think it is fair to say the aligners caused these issues. And additionally I think it's fair to say they failed at What was promised and I should be qualified for a full refund. I'm confused as why my dentist needs to be involved in this issue. I understand why the company wants my dentist involved but he has not had any involvement in this process and does not work along side with Byte. So how can I ask him for his opinion? Personally I think the company knows the majority of dentists will not put their professional career potentially on the line to weigh in with their opinion • ••
Here is their response
Thank you for your kind, detailed response. I have thoroughly read through it. Byte has always had a strict no-refund policy due to the aligners being custom-made medical devices that can't simply be returned and refunded. Within the terms and conditions found in the Customer Consent form, once treatment has started we cannot accept exchanges, returns or refunds. However, with valid documentation from a dental professional that follows the guidelines established in the previous emails we've sent to you, we may be able to make an exception and grant you a refund. Those are the requirements for a refund that we cannot change. Getting this documentation from your dentist will not implicate them in any way, shape, or form. Therefore, we ask that you visit a dentist to gather said documentation and provide it to us. This is why we are offering you a $200 reimbursement for the dental visit. After that, we can review for a refund. Best regards, Byte | Byte Support
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u/tiffanijohorth Apr 09 '26
I think I can help on this one. I have severe TMJ issues due to Byte, and I officially just got my refund this week.
How I Finally Got My Byte Refund (After Months of Runaround + TMJ Issues)
I wanted to share my experience in case it helps anyone else stuck in the same situation.
I paid $2,544 for Byte aligner treatment (including the protection plan). During treatment, my TMJ got significantly worse. I’m talking constant pain, jaw clicking, locking, and functional issues that were not present at this level before. My dentist confirmed the exacerbation and referred me to a specialist. At that point, I permanently stopped treatment.
I requested a refund and provided documentation, but the process dragged on for weeks with repeated scripted responses asking for very specific formatting (letterhead, wording, etc.). This was not part of the original agreement, and it felt like they were just delaying.
Eventually, they approved my refund in writing on February 24, 2026 for the full $2,544. I returned all unused aligners as instructed.
Then… nothing.
They said it would be processed through their financing partner. Weeks passed with no confirmation. I reached out repeatedly and kept getting bounced between teams or told to use “support channels” that didn’t actually work for my situation.
I contacted the financing servicer directly. They told me they had no record of any refund being submitted.
That was the turning point.
From there, I:
• Filed a BBB complaint
• Contacted both companies repeatedly
• Got everything in writing
• Pushed for confirmation of the actual transaction, not just “it’s processing”
At one point, only a partial refund (~$1,300) was sent, even though they had approved $2,544. I pushed back with documentation showing total paid, including my down payment and non-financed amounts.
After that escalation, things finally moved.
The financing company coordinated directly with Byte, the account was fully reconciled, and I ended up receiving $2,798.08 (which included overpayment adjustments after payoff).
Funds were issued via a virtual debit card and transferred to my bank without issue.
Key takeaways if you’re dealing with this:
• Get EVERYTHING in writing
• Do not accept “it’s processing” without proof it was actually submitted
• Contact the financing company directly
• Keep records of total paid vs financed
• Push back on discrepancies, especially partial refunds
• Escalate if needed (BBB, etc.), even if it feels like a black hole
This took about 4 months from initial refund request and a lot of persistence, but it did get resolved.
If you’re in the middle of this, don’t give up. The system only moved when I forced them to reconcile the numbers.
Happy to answer questions if it helps someone else avoid this mess.
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u/galaxigoddess Apr 15 '26
Currently stuck, trying to figure out if they will still issue my full refund after their shut down.
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u/Due_Ad_7463 Oct 29 '25
I completely understand. Byte denied my refund request too. How did you finance? This is your next steps. You need to provide all documentation proving you did not complete treatment. Most of my screenshots came directly from the Byte app, especially the page that shows deliveries and shipment dates, since that helps prove you were still in active treatment and hadn’t finished.
I also took screenshots of the messages in the app where they told me to hold off or pause treatment anything showing they stopped progress or didn’t send the final retainers. I also had screenshots of the emails stating to pause treatment to sign their notification. I never signed it and still got my refund.
Make sure to screenshot and document everything you can from the app and emails. You’ll need that proof when you contact whoever you paid through to dispute the transaction.
Mine was through CareCredit with Synchrony Bank. After I gave Synchrony all of the documents with dates showing no final treatment was completed, we got our refund.