Refunds & Returns

1. Cooling-off period (48 Hours)
1.1. The Patient shall be entitled to cancel the Dental Treatment Plan within 48 hours of signing the agreement (“Cooling-Off Period”) without incurring any charges.
1.2. Notice of cancellation must be provided in writing in accordance with Clause 7.

2. Cancellation of the dental treatment plan after the cooling-off period
2.1. In the event that the Patient cancels the Dental Treatment Plan after the expiry of the Cooling-Off Period, the Patient shall be liable to pay a cancellation fee equivalent to 25% of the total value of the agreed Dental Treatment Plan.
2.2. This cancellation fee represents a genuine pre-estimate of loss incurred by the Practice and is intended to cover, without limitation, the clinician’s allocated time, materials and/or laboratory items ordered, and the reserved appointment space within the Practice diary.

3. Treatment appointment cancellation policy (7 working days)
3.1. Once a treatment appointment has been scheduled, the Patient is required to provide a minimum of 7 working days’ written notice to cancel the appointment.
3.2. This clause does not apply where the Patient seeks to rearrange the appointment; however, a rearrangement fee may be charged at the Dentist’s sole discretion, taking into account the preparation undertaken, materials procured, or clinical time allocated.
3.3. Where a Patient cancels a treatment appointment with less than 7 working days’ notice, the Practice reserves the right to apply a discretionary cancellation fee, determined by the treating Dentist, to reflect the time reserved, materials ordered, and resources committed to the scheduled appointment.
3.4. Any fee applied under this clause shall be reasonable, proportionate, and communicated to the Patient in writing.

4. Finance agreements
4.1. Where a Patient elects to fund treatment through a third-party finance agreement, the Patient retains the statutory right to cancel said finance agreement, subject to the finance provider’s terms and conditions.
4.2. For the avoidance of doubt, cancellation of a finance agreement does not terminate, void, or alter the Patient’s obligations under the Dental Treatment Plan.
4.3. The Patient remains fully liable for all charges, including cancellation fees, in accordance with these Terms & Conditions.

5. Payment of fees
5.1. Any fees due under Clauses 2 or 3 must be paid by the Patient within 14 days of the date of the written notice issued by the Practice, unless alternative arrangements are agreed in writing.
5.2. Failure to make payment may result in the Practice taking further action to recover the outstanding sums, including but not limited to suspension of future appointments or recovery procedures permitted by law.

6. Validity of cancellation notices
6.1. All cancellations or requests to rearrange appointments must be submitted in writing (email or letter) and will only take effect once acknowledged by the Practice.
6.2. Verbal cancellations, including voicemail messages, shall not constitute valid notice under this Agreement.

7. Acceptance and binding effect
7.1. By signing up to the Dental Treatment Plan, the Patient confirms that they have read, understood, and agree to be legally bound by these Terms & Conditions.
7.2. These Terms & Conditions form an integral part of the contractual agreement between the Patient and the Practice.
7.3. The Patient acknowledges that certain treatments, products, or services may not qualify for refunds where specified on the Practice’s website Terms & Conditions. This includes, without limitation, treatments or items marked as non-refundable, such as sale items or promotional offers, as detailed on the Practice’s website.
7.4. Where the Patient is not physically present in the Practice, a verbal agreement provided during a recorded telephone call shall be deemed valid and shall substitute for a physical or digital signature, provided that the call clearly confirms the Patient’s consent to proceed with the Dental Treatment Plan and acceptance of these Terms & Conditions.