At Smiles by the River, we are committed to delivering the highest quality service possible. Below you will find our detailed Terms and Conditions of Service. If you have any questions or require clarification about any of these terms, please do not hesitate to contact us.
General Information
Please note that any information provided on our website is for general interest only and does not constitute personalized professional advice. For tailored dental recommendations, we strongly advise scheduling a clinical consultation with one of our dentists.
Treatment Planning
Once your treatment plan is agreed upon with your dentist, we will supply you with a detailed outline. We ask that you review and acknowledge that all treatment options have been clearly explained to you. Should any changes be necessary due to radiographic or clinical findings, we will inform you promptly. Treatment plans remain valid for 30 days from the prescribed date, so please raise any queries before booking your appointment.
Consent
Certain treatments require a written consent form. We strictly adhere to governing guidelines to ensure that you (or your legal guardian) fully understand the treatment, associated aftercare, and any risks before proceeding.
Fees and Payments
Pre-Payment/Deposits: We require pre-payment or deposits to secure bookings for dental treatment and hygiene appointments.
Finance Options: We offer flexible finance agreements. For treatments without financing, fees must be settled at the time of service. For procedures such as dental implants and aligner treatments, fees can be structured on a per-visit basis. We will discuss and schedule payments that suit your needs.
Insurance: All corporate and external insurance holders must pay for treatment at the time of service and then claim reimbursement from their provider.
Intravenous Sedation: Fees for treatments involving intravenous sedation must be settled before the appointment to avoid financial transactions while you are under sedation.
Finance Agreements: If you finance your treatment, the finance agreement must be signed before treatment begins. Finance is available for treatments over £500 (excluding teeth whitening or emergency treatment), and a minimum deposit may be required. Should you cancel treatment after signing the finance agreement, you will need to resolve any outstanding matters directly with the finance provider.
Payment Methods: We do not accept cheques. We reserve the right to charge time-based deposits for future appointments, which will be applied to the treatment cost. Additionally, any debt sent to a collection agency may incur extra charges.
Cancelling Treatment
Cancellation Fees: If you cancel treatment, an administration fee of £100 plus any costs incurred (including finance fees) will be charged for implant, cosmetic, and orthodontic treatments. This fee will be at least 25% of the total treatment cost. In some cases, reductions may apply for larger treatment plans.
Partial Cancellations: If you cancel part of your treatment, we reserve the right to charge the full listed price for the remaining treatment. Refunds for treatment costs will be processed within 28 days from the date of the written refund request.
Cancelling Finance
Finance Cancellation Period: You have 14 days from the date of finalizing your finance to cancel. Any treatment received up to that point must be paid immediately via an alternative method.
Cancellation Fees: Should you cancel your treatment after signing a finance agreement, a fee of up to 15% of the total finance amount may apply. Refunds for finance cancellations will be processed within 28 days of receiving your written request.
Late Cancellations or Failure to Attend (FTA)
Notice Requirements: We require at least 48 hours’ notice for cancellations to refund deposits. Cancellations made with less notice or failures to attend will forfeit the deposit.
Missed Appointment Charges: Fees for missed appointments are calculated at £1.25 per minute. For instance, a missed one-hour (60 minutes) appointment incurs a fee of £75; a two-hour (120 minutes) appointment incurs £150.
Lateness for Appointments
We understand delays happen. If you expect to be late, please inform us. However, if you are more than 10 minutes late, you may need to reschedule. Arriving more than 15 minutes late without prior notice may be deemed a failure to attend, and no refund will be issued.
Guarantee
• Ceramic Work: Our ceramic veneers, ceramic crowns, and implant crowns are guaranteed for five years provided that:
• Full payment has been received.
• The restorations have not been damaged by accidents, trauma, or excessive grinding.
• You adhere to post-treatment care recommendations (minimum of two deep hygiene cleans per year with our hygienist, plus one dental examination).
Dental Implants: For patients who smoke or have a history of gum disease, we cannot guarantee the longevity of dental implants. Our guarantee covers the implant components and integrity only, not the bone volume or quality, which are beyond our control.
Other Treatments: Some treatments may have a guarantee period of less than one year, as explained by the treating clinician. General dentistry work, such as fillings, is typically guaranteed for up to 12 months. Your treatment coordinator or dentist will advise accordingly.
Personal Details and Updates
It is crucial that you provide a full medical history and accurate contact details. If any personal or medical information changes, please inform your dentist immediately. While we update records at each visit, the responsibility for accurate information ultimately lies with you.
Data Protection
All patient information is stored securely in accordance with the Data Protection Act and GDPR. Clinical records—including digital radiographs and photographs—remain the property of Smiles by the River and are available on written request. All staff are trained in data protection protocols.
Use of Images and X-rays
We may use images and x-rays of your smile for marketing and educational purposes, only with your consent. Your identity will remain confidential, and your name will never be published. If you do not wish for your images to be used, please let us know.
Contact Communications
We use email and SMS to send appointment reminders and check-up notifications. If you prefer not to receive these communications, please inform our reception at your next visit. We will not share your contact details with any third parties.
Complaints
We take all complaints seriously and operate in accordance with Care Quality Commission (CQC) guidelines. Should you have any concerns, please submit your complaint in writing to our Patient Care Department at info@smilesbytheriver.com or address it to our Practice Manager. We will acknowledge your complaint promptly and strive to resolve it within two weeks. For a full copy of our complaints procedure, please ask our reception team. If your complaint relates to clinical care or charges, it will be referred to the treating dentist; however, Smiles by the River accepts no liability on behalf of the clinician and will serve only as a liaison. If you remain dissatisfied with our internal resolution, you may escalate your complaint to the Dental Complaints Service (www.dentalcomplaints.org.uk).
By choosing Smiles by the River, you agree to these terms and conditions. We appreciate the trust you place in us and are dedicated to providing exceptional care at every stage of your treatment journey.
