Refund and Cancellation Policy

Overview

At Bright Smile Dental Clinic, we are committed to providing excellent dental care and ensuring patient satisfaction. This policy outlines our procedures for appointment cancellations, treatment refunds, and payment adjustments.

Appointment Cancellation Policy

We understand that unexpected circumstances may require you to cancel or reschedule your appointment. To ensure we can accommodate all our patients, we request advance notice for any changes.

Cancellation Notice Requirements

How to Cancel

You can cancel or reschedule your appointment through:

• Phone: 076 499 4948
• WhatsApp: +94 76 499 4948
• Email: [email protected]
• Online: Through your patient portal account

Please provide your name, appointment date and time, and reason for cancellation.

Repeated Cancellations

Patients who repeatedly cancel appointments with less than 24 hours' notice or fail to show up may be required to:

1. Pay a deposit for future appointments
2. Book appointments only by phone
3. In extreme cases, may be discharged from the practice

Treatment Refund Policy

Consultations and Examinations

Consultation fees are non-refundable once the consultation has taken place, as the service has been rendered. However, if you are dissatisfied with your consultation, please speak with our practice manager to discuss your concerns.

Completed Treatments

Refunds for completed treatments are generally not available, as dental services cannot be "returned." However, we are committed to addressing any concerns about treatment outcomes:

Treatments Not Yet Started

If you have paid for a treatment that has not yet begun, you may request a refund:

Multi-Stage Treatments

For treatments that occur over multiple appointments (such as orthodontics, implants, or root canals):

Orthodontic Treatment: Refunds are calculated based on the stage of treatment. Once braces are placed, a significant portion of the fee covers the appliance and initial placement, which is non-refundable.

Dental Implants: Refunds depend on the stage completed. Once the implant is placed, that portion is non-refundable. The crown/prosthetic portion may be refundable if not yet fabricated.

Root Canal Treatment: If treatment is discontinued partway through, fees for completed stages are non-refundable. A temporary filling will be placed, and you will be advised of the risks of incomplete treatment.

Payment Plan Cancellation

If you have enrolled in a payment plan and wish to cancel:

Cancelling a payment plan does not cancel your obligation to pay for services already rendered.

Insurance and Third-Party Payments

Insurance Claims

If your insurance company denies a claim or pays less than expected:

• You remain responsible for the balance
• We will assist with appeals if appropriate
• Payment plans may be available for unexpected balances

Third-Party Financing

If you used third-party financing (credit card, personal loan):

• Refund requests must go through the financing company
• We will provide documentation to support your request
• Our refund policy still applies to determine eligible amounts

How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Call 076 499 4948 or email [email protected]
2. Provide Details: Include your name, treatment date, amount paid, and reason for refund request
3. Submit Documentation: Provide receipts or payment confirmation
4. Review Period: We will review your request within 5 business days
5. Response: We will contact you with our decision and next steps

Refund Processing

Disputes and Complaints

If you are dissatisfied with our decision regarding a refund or cancellation:

1. Speak with the Practice Manager: Request a meeting to discuss your concerns
2. Written Complaint: Submit a formal written complaint for review
3. External Mediation: If unresolved, you may seek mediation through consumer protection authorities

We are committed to resolving disputes fairly and professionally.

Special Circumstances

We understand that exceptional circumstances may arise. The following situations will be considered on a case-by-case basis:

• Medical emergencies preventing attendance
• Bereavement
• Natural disasters or travel disruptions
• Significant changes in financial circumstances

Please contact us to discuss your situation. We will do our best to accommodate reasonable requests.

Contact Information

For questions about this policy or to request a refund: