Cancellation Policy

1. Introduction

We understand that sometimes circumstances change and you may need to cancel or reschedule your dental appointment. This policy explains our cancellation procedures and any associated charges.

We reserve appointment times specifically for you, and when you don't attend or cancel at short notice, it prevents other patients from receiving the care they need.

2. Notice Requirements

2.1 Standard Appointments

We require a minimum of 24 hours' notice for cancellations or rescheduling of routine appointments, including:

• Check-ups and examinations
• Hygiene appointments
• Routine fillings
• Consultation appointments

2.2 Extended Appointments

For longer procedures, we require a minimum of 48 hours' notice:

• Crown and bridge work
• Dental implant procedures
• Root canal treatment
• Cosmetic procedures (veneers, whitening sessions)
• Invisalign fitting appointments
• Surgical procedures

3. How to Cancel or Reschedule

You can cancel or reschedule your appointment by:

• Phone: Call us on 020 8567 1234 during opening hours
• Email: Send an email to info@smile-fix.co.uk
• In person: Speak to our reception team at the practice

Please ensure you receive confirmation of your cancellation. If you don't receive confirmation within 24 hours, please follow up to ensure your message was received.

4. Cancellation Charges

4.1 Private Patients

Notice Given	Cancellation Charge
More than 24 hours (standard) / 48 hours (extended)	No charge
Less than 24 hours (standard) / 48 hours (extended)	£25.00
Missed appointment (no notification)	£50.00

4.2 NHS Patients

NHS regulations do not permit us to charge for missed NHS appointments. However, if a patient repeatedly fails to attend NHS appointments without reasonable notice, we may:

• Issue a formal warning
• Remove the patient from our NHS list
• Require future appointments to be paid for privately

4.3 Treatment Deposits

Some treatments require a deposit at the time of booking:

Treatment	Deposit	Refund Policy
Dental Implants	£500	Refundable with 14 days' notice
Invisalign	£250	Refundable with 7 days' notice
Veneers (per tooth)	£200	Refundable with 7 days' notice
Smile Makeover	10% of treatment cost	Refundable with 14 days' notice

5. Refund Policy

5.1 Prepaid Treatment Plans

If you have prepaid for a treatment plan and wish to cancel:

• Before treatment starts: Full refund minus any administrative fees (maximum £25)
• After treatment has begun: Pro-rata refund for uncompleted elements, minus costs already incurred (lab fees, materials, etc.)

5.2 Non-Refundable Items

The following items are non-refundable once ordered or manufactured:

• Custom dental appliances (night guards, retainers)
• Laboratory-fabricated items (crowns, bridges, dentures)
• Invisalign aligners (once ordered from manufacturer)
• Whitening kits (once opened)

5.3 Refund Timeframes

Payment Method	Refund Timeframe
Card payment	5-10 working days
Bank transfer	3-5 working days
Cash/Cheque	Bank transfer within 10 working days

6. Exceptional Circumstances

We understand that genuine emergencies occur. Cancellation charges may be waived in the following circumstances:

• Sudden illness (medical evidence may be requested)
• Bereavement
• Accident or emergency
• Severe weather preventing safe travel
• Public transport disruption (strikes, major delays)

Each case is considered individually at the discretion of the practice manager.

7. Running Late

If you are running late for your appointment:

• Please call us as soon as possible to let us know
• If you are more than 15 minutes late, we may need to reschedule your appointment
• If we can still see you, your treatment time may be shortened

8. Our Cancellations

Occasionally, we may need to cancel or reschedule your appointment due to:

• Dentist illness or emergency
• Equipment malfunction
• Other unforeseen circumstances

In such cases:

• We will contact you as soon as possible
• We will offer you the next available appointment
• Emergency cases will be prioritised and referred if needed
• No cancellation charges apply when we cancel

9. Repeated Missed Appointments

If you repeatedly miss appointments without adequate notice:

9.1 Private Patients

• First missed appointment: Written reminder of policy
• Second missed appointment: Formal warning letter
• Third missed appointment: Removal from practice list

9.2 NHS Patients

• First missed appointment: Verbal reminder
• Second missed appointment: Written warning
• Third missed appointment: Removal from NHS list

10. Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. If treatment is not provided with reasonable care and skill, you have the right to:

• Request remedial treatment at no additional cost
• Request a partial or full refund if the issue cannot be resolved

11. Complaints

If you are unhappy with any aspect of our cancellation policy or how it has been applied, please:

1. Speak to our practice manager in the first instance
2. If not resolved, submit a formal written complaint
3. If still not resolved, contact the Dental Complaints Service (for private patients) or NHS England (for NHS patients)

Please see our Terms & Conditions for full complaints procedure details.

12. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be posted on our website and displayed in the practice. Significant changes will be communicated to registered patients.

13. Contact Us

If you have any questions about this cancellation policy, please contact us:

Dentist Now Limited
17 Leeland Mansions, Leeland Road
West Ealing, London W13 9HE

Phone: 020 8567 1234
Email: info@smile-fix.co.uk