1. Purpose of this Policy
Covent Garden Dental Spa is committed to providing high-quality care and ensuring that appointment time and clinical resources are used efficiently for the benefit of all patients. This policy explains the terms relating to appointment cancellations, deposits, membership plans and treatments funded through third-party finance providers. This policy is available to patients upon request.
By booking an appointment, enrolling in a membership plan, accepting a treatment plan, or entering into a finance arrangement for treatment at Covent Garden Dental Spa, patients agree to the terms set out in this policy.
2. Appointment Cancellation and Rearrangement
2.1 Notice Period
If you need to cancel or rearrange an appointment, we require a minimum of 48 working hours’ notice.
For the purposes of this policy, working hours are the practice’s published opening hours and exclude weekends, bank holidays and periods during which the practice is closed.
2.2 Late Cancellation and Failure to Attend
Where less than 48 working hours’ notice is provided, or where a patient fails to attend an appointment, the practice reserves the right to charge a cancellation fee to reflect the losses reasonably incurred as a result of the reserved appointment time being unavailable to other patients.
The current cancellation fee is:
£75 per 30 minutes of reserved clinical time.
The cancellation fee is intended to represent a contribution towards the costs incurred by the practice, including reserved clinician time, staffing costs and the inability to offer the appointment to another patient at short notice.
2.3 Specialist, Surgical and Extended Appointments
Appointments involving specialist clinicians, surgical procedures, sedation, multiple clinicians or extended clinical time may require a higher deposit or separate cancellation terms. Any such terms will be communicated to the patient in advance and confirmed in writing.
3. Deposits
3.1 Deposit Requirement
The practice may require a deposit to secure certain appointments or treatment bookings.
The amount of any required deposit will be advised before the appointment is confirmed.
3.2 Refund of Deposits
Where a patient provides at least 48 working hours’ notice of cancellation, any deposit paid may be:
- refunded (refunds are done via Bacs only); or
- transferred towards a rearranged appointment, at the patient’s request.
3.3 Retention of Deposits
Where insufficient notice is given, the practice may retain all or part of the deposit to cover losses reasonably incurred, including but not limited to:
- reserved clinical time
- staffing costs
- administrative costs; and
- laboratory or third-party costs already incurred
Where the deposit exceeds the practice’s actual loss, any excess amount will be refunded to the patient.
4. Membership Plans
4.1 Membership Benefits
Membership plans may provide patients with access to discounted fees and other benefits.
Membership benefits are offered on the basis that the patient remains enrolled in the membership plan for a minimum period of 12 consecutive months from the membership commencement date.
4.2 Cancellation of Membership Within the Initial 12 Months
If a patient chooses to cancel their membership before completing the initial 12-month period, the practice reserves the right to withdraw any discounts that were applied solely as a result of membership status.
In such circumstances:
- all treatment, examinations, hygiene appointments and other services received under the membership plan will be recalculated using the standard private fees applicable at the time the treatment or service was provided; and
- the patient will be responsible for paying the difference between the amount paid under the membership benefits and the applicable standard private fees.
This provision is intended to recover the value of benefits that were conditional upon completion of the minimum membership term and does not affect treatment already completed.
4.3 Notification of Outstanding Balance
Where an outstanding balance arises following early membership cancellation, the practice will provide the patient with a written statement showing:
- the services received
- the fees originally charged
- the applicable standard private fees; and
- the resulting balance payable
Payment shall be due within 14 days of the invoice date.
5. Finance-Funded Treatment
5.1 Third-Party Finance Agreements
Where treatment is funded through a third-party finance provider, including but not limited to Tabeo, patients remain responsible for complying with:
- the terms and conditions of the finance provider; and
- the terms and conditions of Covent Garden Dental Spa.
5.2 Cancellation of Treatment Funded Through Finance
If a patient elects to cancel treatment funded through a finance agreement before completion of the agreed treatment plan, the practice will assess:
- the treatment completed up to the date of cancellation
- laboratory work undertaken
- third-party costs incurred; and
- whether any discounts or promotional pricing had been applied on the basis that the full treatment plan would proceed.
Where treatment fees had been reduced as part of an agreed treatment package or promotional arrangement, the practice reserves the right to recalculate the fees using the standard private fees applicable at the time treatment commenced, and the patient will remain liable for any resulting balance.
5.3 Charges Incurred From Finance Providers
If the finance provider imposes any administration charge, merchant fee clawback, refund processing fee or other reasonable charge directly attributable to the patient’s decision to cancel, terminate or substantially alter the finance agreement, the patient agrees to reimburse the practice for the actual amount incurred by the practice, provided that:
- the charge is permitted under applicable law
- the charge has been imposed by the finance provider directly on the practice; and
- evidence of the charge is provided to the patient upon request.
Payment shall be due within 14 days of the invoice date.
6. Laboratory Fees and Custom-Made Appliances
Certain treatments involve laboratory work or custom-made appliances that cannot be reused or cancelled once production has commenced.
These may include, but are not limited to:
- clear aligners.
- retainers.
- whitening trays.
- crowns.
- bridges.
- veneers.
- dentures.
- splints.
- mouthguards; and
- orthodontic appliances
Where laboratory work has been commissioned or a custom-made appliance has been manufactured, the patient remains responsible for the associated costs incurred by the practice up to the date of cancellation.
7. Treatment Already Provided
Where treatment has commenced and is subsequently discontinued at the patient’s request, the patient shall remain responsible for payment of:
- all treatment completed up to the date of cancellation.
- any laboratory fees incurred.
- any third-party costs incurred on the patient’s behalf; and
- any outstanding balances arising under this policy.
8. Outstanding Balances
Any balance due under this policy shall be payable within 14 days of the invoice date unless otherwise agreed in writing.
Where payment remains outstanding, the practice reserves the right to:
- suspend ongoing treatment that is not clinically urgent.
- decline future appointments until the balance has been settled; and
- pursue recovery of outstanding sums through appropriate legal channels.
9. Exceptional Circumstances
The practice recognises that unforeseen circumstances may occasionally arise.
Requests for cancellation fee waivers or reductions will be considered on a case-by-case basis where supporting evidence is provided. Any decision to waive or reduce a charge shall be made solely in relation to the individual circumstances of that case and shall not create a precedent or vary this policy for other patients.
10. Changes to this Policy
Covent Garden Dental Spa reserves the right to amend this policy from time to time to reflect changes in legislation, regulatory guidance or practice procedures.
Any revised policy will apply prospectively and will be made available to patients upon request and through the practice’s usual communication channels.
11. Availability and Acceptance of this Policy
This policy forms part of the terms and conditions under which Covent Garden Dental Spa provides private dental services.
A copy of this policy is available from the practice upon request and may also be accessed through the practice’s usual communication channels, including the practice website where applicable.
By booking an appointment, paying a deposit, enrolling in a membership plan, commencing treatment, or entering a finance arrangement relating to treatment at Covent Garden Dental Spa, patients acknowledge that they are subject to the practice’s policies and terms in force at the relevant time.
