We aim to provide all our patients with the best possible service and to achieve this we need your cooperation.
As your appointment time is reserved specifically for you, we have a cancellation/no-show policy.
Out of consideration for your dental professionals' time, we kindly ask you to notify us at least 48 hours in advance should you need to cancel or reschedule your appointment so that we can offer the appointment to someone else who is in urgent need of our care.
We are always getting calls for patients seeking emergency dental care for themselves or for their children, and regrettably sometimes we have to turn them away.
We do understand that occasionally unanticipated events happen; emergency cancellations are handled on an individual basis.
As a courtesy, we will make an effort to confirm with you the day before your appointment, and send you a text and/or email reminder based on your preference.
The successful delivery of these relies on our network provider, your mobile network, your email and internet provider, and your phone and cannot therefore be guaranteed.
Therefore, it remains the patient's ultimate responsibility to keep track of their appointments, and to ensure that we are informed of changes to their address, email address and telephone/mobile numbers.
We will not be responsible for any appointments missed as a result of non-delivery of the text message/email reminder, regardless of the reasons for its failure.
Please understand that you may not be seen if you are more than 10 min late for your appointment.
You may still be charged for the clinical time that was allocated to you.
Lateness has a knock on effect to subsequent appointments, and causes the entire daily schedule to fall behind and inconveniences other patients who arrive on time.For this reason, it is our policy to request deposits and make a charge if insufficient notice of cancellation or amendment is given.
When booking your appointment, we will normally seek a pro-rata pre-payment from you, which is your confirmation of your commitment to attend your appointment.
This will come off your final bill on the day of treatment, and it is fully refundable if sufficient notice of cancellation is given.
Or can be left on account for the cost future treatment.
You may also choose to leave a ‘rolling deposit’ on account to be used as a pre-payment.
We will charge a cancellation fee of at least £60 for any missed appointment of 30 minutes duration and late cancellation without a 48-hour advance notification.
The same fee structure applies for the patients who do not attend on time.
Please note that Monday appointments need to be cancelled by 4pm on the Friday before, to avoid a short notice cancellation fee.
Saturdays/ Sundays/ Bank Holidays do not fall under these 48HR timeframes.
Any refunds requested will be processed only via BACS within 3-5 working days. This is to prevent fraud.
If you have a cold sore and are due to visit us, please call us first.
Thank you for your understanding and co-operation.