Our Cancellation Policy
We truly appreciate that your schedule is just as important as ours and therefore, every day our team is fully committed and works very hard to be on time for each and every appointment.
In a rare emergency situation, we may run late. If that happens, we sincerely apologise for the inconvenience caused to you. Where possible we will proactively notify you if we anticipate we may be unable to see you on time.
We appreciate our patients also being punctual for their appointments so that we can attend all our appointments on time and offer prompt and punctual services for everyone, including you.
Due to Covid-19, there has also been a significant increase in the cost of dental supplies including PPE. As a small business, we are unable to absorb the financial impact caused by missed appointments and short-notice cancellations.
To ensure that we continue to provide the same and even better level of care and service to our patients, without proportionally increasing the cost of our services, we are taking steps to reduce this financial impact caused.
Appointment Reminders
We have a consistent appointment reminder process to give every opportunity to our patients to provide sufficient notice to us, should they wish to cancel.
An SMS (or Email) reminder is sent out at 3 weeks, then at 1 week and the last courtesy reminder at 3 days before your scheduled appointment date.
Minimum Notice Period (Short-Notice Cancellations)
We understand that life can get in the way and we request our patients to give us as much notice as possible if they are unable to keep their appointment commitment. However, we have a minimum notice period depending on the length of your appointment.
- For appointments under 1 hour, we request a minimum of 2 business days* notice;
- For appointments over 1 hour, the minimum notice period is 3 business days*.
Our front office team will notify you of the minimum notice period for your appointment at the time of booking.
*Business days are Monday to Saturday. Click here to see our opening hours.
Cancellation Fee
In the event of a missed appointment or when the Minimum Notice Period is not provided, a cancellation fee may be charged at $75 per hour.
Booking Deposit
For appointments over 1 hour, we may request a booking deposit of $75 per hour, depending on the total length of your appointment.
The deposit will be adjusted to the cost of your treatment, or fully refunded should you wish not to proceed with the treatment and the Minimum Notice Period is given for cancellation.
In the event of a missed appointment or when the Minimum Notice Period is not provided, the deposit will be adjusted towards the Cancellation Fee.
If you have any questions about our cancellation policy, please call us on (02) 9419 5506.