Cancelation and deposit policy

Cancelation and Deposit policy

Late attendance

We kindly ask all patient to arrive on time for their appointment. We book specific time slots for each appointment, to allow enough time for your clinician to carry out your treatment to the highest possible standard. If you are going to be late for your appointment, we ask that you contact us as soon as possible. We will need to confirm with your clinician if they are still able to carry out your appointment if you are late. If they are unable to do so in the remaining time, a late notice cancellation fee will be applied. If they are able to see you, you may need to rebook to finish any remaining treatment.

Late cancelation or non-attendance

Missed appointments and late cancellations represent a cost to the practice, to you and to other patients who could have been seen in the time set aside for you. Failed appointments can sometimes interfere with dental treatment and create unnecessary scheduling problems for other patients. If you are unable to attend your appointment for any reason, then you should tell us as soon as possible and no later than 48 hours before the scheduled start time of your appointment.

If you do not then attend that appointment and either do not tell us in advance or provide us with the required and advised 48hrs notice (excluding weekends and bank holidays), we are unable to allocate the time to someone else who may desperately need the appointment.

For this reason, it is our policy to request deposits and make a charge if insufficient notice of cancellation or amendment is given.

Please note that Weekends and bank holidays will not be included in these timeframes so notice to cancel an appointment scheduled for a Monday or the day after a bank holiday must be given no later than the preceding working day.

You can contact us via phone 07397 656633 during opening hours, leave a voicemail when we are closed, or send us an email


We make appointments with the expectation that you will attend at the agreed date & time to undergo your treatment; if you change your mind or work/other commitments prevent you from attending, we ask you to give as much notice as possible (minimum 48hrs prior) so that we can reallocate your appointment slot to another patient who may be waiting for treatment.

We reserve the right to retain the deposit for failure to attend and notify us if you are not attending your appointment, for late cancelations and late attendance.

Deposits usually vary between £30 and £60, but on some occasions can be higher (depending on the treatment you are booked in for and how long the appointment is).

The deposit paid goes towards your treatment.

Appointment reminders

Please note that, although we normally send text message reminders 5-7 days prior to any appointments, the successful delivery of these relies on our text provider, your mobile network provider and your phone and cannot therefore be guaranteed. Therefore, you should not rely on our text messages as the sole reminder of your appointment as these are a courtesy. We will not be responsible for any appointments missed as a result of non-delivery of these text message reminders, regardless of the reasons for its failure. It is your responsibility to ensure we have your correct contact details to enable us to contact you.


Refunds are authorised by the practice manager and/or owner only. Refund will be made only to the exact card that you made the payment with.

If you have paid a deposit for a treatment that hasn’t been started, yet and no lab work has been started, and you change your mind and do not wish to have the treatment done any more, if you have provided us with sufficient notice (minimum 48h before your appointment is due) then usually the deposit will be refunded. If you haven’t given us enough notice, we reserve the right to withhold a proportionate amount of money, based upon the length of the appointment, to cover overheads.

If you have any questions regarding this policy please do not hesitate to contact us.