Payment, Cancellation and Refund Policy
DentEuropa Implant & Orthodontic & Perio Centre
A trading name of Finance Health Group Ltd, formerly DentEuropa Limited (Company No. 10616565)
300A Bath Road, Hounslow, London TW4 7DN
Effective date: 1 April 2022 | Version: 1.0 | Last reviewed: 12 September 2026 | Next review: 1 April 2027
1. Scope
This policy applies to private dental treatment provided by DentEuropa. It explains how we take payment, what happens if you cancel an appointment or a course of treatment, and how refunds are handled.
NHS treatment is governed by NHS charging regulations and is not covered by this policy.
This policy does not limit your statutory rights under the Consumer Rights Act 2015 or any other applicable law.
2. Fees and estimates
Before any course of private treatment begins, we will give you a written treatment plan setting out the proposed treatment and the total cost, in line with General Dental Council Standards 2.3 and 2.4.
Where clinical findings during treatment make a change necessary, we will discuss this with you and issue a revised written plan before continuing. You will not be charged for treatment that has not been agreed in writing.
Fees quoted are inclusive of the stages described in your treatment plan. Where treatment outside that plan becomes clinically necessary, an additional charge of up to 20% may apply to cover the extra materials and laboratory work involved. We will always tell you before any such cost is incurred, and you decide whether to proceed. Our published price list shows guide prices from which your plan is built.
3. How to pay
We accept cash, debit cards and major credit cards. Payment plans and finance through several lenders are also available – see 0% finance.
Payment for a course of treatment is normally due in stages as treatment progresses, or as set out in your treatment plan.
Finance. Finance Health Group Ltd is authorised and regulated by the Financial Conduct Authority (FRN 915721). We act as a credit broker, not a lender, and offer finance from multiple lenders. Where you pay by a finance or instalment agreement, that agreement is between you and the finance provider and is governed by their terms. Cancelling your treatment with us does not automatically cancel your finance agreement, and cancelling your finance agreement does not remove any amount properly due to us for treatment already provided. Where a refund or price adjustment is agreed, we will process it through the original finance provider and cooperate with them so that your balance and any associated finance charges can be recalculated.
4. Deposits
A deposit may be requested for longer appointments, laboratory-based treatment, implant and surgical treatment, and sedation appointments. Where a deposit is taken, we will tell you the amount in advance and it will be credited against your treatment fee.
Deposits are refundable except where paragraph 5 or 6 applies.
5. Appointment cancellations and missed appointments
We ask for at least 48 hours' notice if you need to cancel or move an appointment. You can do this by telephone, WhatsApp or email using the details at the end of this policy.
Notice given outside our opening hours (Monday to Saturday, 08:50–17:15; closed Sunday) will be treated as received at the start of the next working day.
- Cancellations with 48 hours' notice or more: no charge.
- Cancellations with less than 48 hours' notice, or failure to attend: we may retain the deposit, or charge a non-refundable late-cancellation fee of up to £100.
We will not apply a charge where you were unable to attend because of a genuine emergency, sudden illness, bereavement, or a change in the health or capacity of a patient who is vulnerable. Please tell us what has happened and we will deal with it sensibly.
We may decline to offer further pre-booked appointments where appointments are repeatedly missed.
6. Cancelling a course of treatment
You may stop or withdraw from treatment at any time. In line with GDC Standard 3.1.5, we will respect that decision, explain any clinical consequences of not continuing, and record this in your notes. You will never be asked to accept legal responsibility for future deterioration as a condition of stopping treatment.
Where you cancel a course of treatment that has already begun, the amount payable is calculated as follows:
- Treatment not yet started. Any deposit is refunded in full, subject to paragraph 5.
- Treatment partly provided. You pay for the clinical appointments and treatment actually carried out, plus any laboratory or third-party costs already incurred which cannot be recovered. Any balance you have paid is refunded.
- Treatment completed. The agreed fee is payable in full.
We do not charge a cancellation penalty over and above the amounts described above.
7. Laboratory-made and patient-specific items
Crowns, bridges, dentures, retainers, aligners, implant restorations and similar items are made individually for you from your own impressions or scans and cannot be reused for another patient or returned to the laboratory for credit.
When laboratory work starts. Once impressions or scans have been taken and the laboratory prescription has been sent, manufacture may begin immediately. From that point the laboratory cost is incurred and, once manufacture has started, the case usually cannot be stopped part-way.
What this means if you cancel. If you cancel after the laboratory work has been commissioned, you remain responsible for the clinical work already carried out and for the laboratory and courier costs incurred. Where an item has been made but not yet fitted, we will:
- hold the item at the practice and remain willing to fit it at no further charge, subject to your consent and clinical suitability; or
- with your written authorisation, release it to another dentist you nominate.
If you would prefer laboratory work not to be commissioned until you have had further time to consider, please tell us at or before the impression appointment and we will hold the case.
Priority or expedited manufacture. We may ask a laboratory to prioritise a case where prepared teeth would otherwise remain unrestored for longer than is clinically desirable. We will tell you if we do this. No additional charge is made to you for priority handling.
8. Refunds
Agreed refunds are made to the original payment method or, where treatment was financed, through the original finance provider. We aim to process refunds within 14 days of agreement.
Where a refund is agreed, we will confirm in writing what is being refunded and what, if anything, remains payable.
A refund is not an admission of liability unless we say so in writing.
9. Guarantees and remedial work
Our treatment warranties are set out separately on our website. Where a restoration provided by us fails within the warranty period and the failure is not caused by accident, trauma, neglect or a failure to attend recommended reviews, we will repair or replace it at no charge in accordance with those warranties.
Under the Consumer Rights Act 2015, dental services must be provided with reasonable care and skill. Nothing in this policy affects that.
10. Distance and off-premises contracts
If you agree and pay for treatment entirely at a distance (for example by telephone or online) or away from our premises, you may have a 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not normally apply to treatment agreed in person at the practice.
Where the 14-day right does apply and you ask us to begin treatment within that period, you will be responsible for the value of any treatment provided before you cancel. The right to cancel does not apply to goods made to your specification or clearly personalised, which includes patient-specific laboratory work.
11. Vulnerable patients and capacity
Where a patient may lack capacity to consent, treatment decisions are made in accordance with the Mental Capacity Act 2005 and in the patient's best interests. Consent is confirmed at each stage and treatment is stopped if the patient indicates they do not wish it to continue.
Where a family member, attorney or deputy arranges or finances treatment on behalf of a patient, the patient's own wishes and welfare take priority over any financial arrangement. We will discuss cancellation and fees sensitively in these circumstances and will not treat completed laboratory work as a reason to press for treatment the patient does not want.
12. If you are unhappy
We take complaints seriously. Please see our Complaints Procedure, or contact the practice directly.
If we cannot resolve matters between us, you may contact:
- Dental Complaints Service (private dental care) — dcs.gdc-uk.org, 020 8253 0800
- General Dental Council (professional conduct) — gdc-uk.org
- Care Quality Commission (service quality and safety) — cqc.org.uk
If your treatment was financed, you may also raise the matter with your finance provider, and where appropriate the Financial Ombudsman Service.
13. Changes to this policy
We may update this policy from time to time. The version in force at the date your treatment plan is signed is the version that applies to your treatment. Previous versions are available on request.
DentEuropa Implant & Orthodontic & Perio Centre
300A Bath Road, Hounslow, London TW4 7DN
Tel 020 8300 7659 | WhatsApp 078 8059 4226 | london@denteuropa.co.uk
Opening hours: Monday–Saturday 08:50–17:15. Closed Sunday.
