Refund and Returns Policy

Cancellation Policy for Prepaid Dental Treatment

This policy outlines how cancellations, rescheduling, and refunds are managed for dental treatments that require prepayment. It ensures fairness to patients, supports clinical scheduling, and complies with Australian Consumer Law and professional obligations for informed financial consent.

1) Prepayment of Treatment

All treatment booked requires full prepayment to secure the booking. The prepaid amount will depend on what treatment is being booked or prescribed to the patient.

2) Cancelling or Rescheduling a Booking

We recognise that unforeseen circumstances may arise, and we appreciate that appointments occasionally need to be rescheduled or cancelled.

To allow us to offer bookings to other patients and to cover clinical preparation time we kindly ask patients to provide 24 hrs notice to cancel or reschedule prepaid or follow-up bookings.

If over 24 hours’ notice is provided:

The pre-paid fee will be fully credited to the patients account to be used for future rescheduled bookings.
If less than 24 hours’ notice is provided, this will be considered a late cancellation or non-attendance.
A late cancellation fee of 50% of the prepaid amount (up to a maximum of $500) will be deducted, and the remaining balance will be credited to the patient’s account for use towards future treatment. For example, if a $3,000 appointment is cancelled within 24 hours, a $500 fee applies and $2,500 is credited to the patient’s account. This fee helps cover clinical preparation and lost appointment time.

3) Clinic-Initiated Cancellations

If the clinic must postpone or cancel a prepaid appointment due to unforeseen circumstances (e.g., clinician illness, equipment failure), patients may choose to:

reschedule,
receive a full refund, or
receive the full prepaid credit on their account.

No cancellation fees will apply in these cases.

Refund Policy for Prepaid Dental Treatment

1) When Can a Refund be Requested

A refund may be requested when one or more of the following apply:

Treatment was not provided with the care, skill or standard reasonably expected (i.e. negligent or sub-standard work).
Treatment could not be delivered as described (e.g. referral to a specialist for complex root canal therapy or surgical tooth removal).

2) Process for Requesting Refund

Patients should submit a request through live chat on the patient app within 7 days of initial treatment, including:

The date of treatment
Details of the concern (what was expected vs what was delivered)

The clinic will review the request in good faith. If clinical review is required, the patient may be asked to attend a reassessment. Patients will receive a written response and if the concern is validated, the clinic will offer an appropriate remedy (refund or redo) in a timely manner.

3) Non-Refundable Scenarios

A refund may not be provided when:

The treatment was performed competently and the result, while maybe not exactly as the patient hoped, met reasonable professional standards.
The patient knew about the nature, limitations, and risks of the treatment, and gave informed consent.
The issue is subjective dissatisfaction with outcomes (e.g. minor aesthetic preferences), not a failure in service or standard of care.
The patient changes their mind after completion of treatment without a justifiable clinical reason.

Note: this policy does not limit any rights patients may have under Australian Consumer Law.