Terms and Conditions

Last Updated: May 2026

At Brentford Health & Dental, we are committed to delivering the highest standard of dental care. This policy sets out your rights and our obligations regarding refunds, deposits, and product returns. Please read it carefully before proceeding with any treatment or purchase.

1. General Principles

Dental treatment is a professional clinical service. This policy applies to private dental treatments and retail products purchased at our practice. NHS treatments are subject to NHS regulations regarding charges and refunds. As with all professional services, the nature of dental care means that outcomes can vary between individuals due to factors including oral health, medical history, compliance with aftercare instructions, and natural biological variation.

Requests for refunds are assessed on a case-by-case basis, with fairness and patient wellbeing at the centre of every decision.

2. Consultation Fees

Consultation fees are non-refundable once the appointment has taken place.

If you cancel your consultation with at least 24 hours notice, your consultation fee will be refunded in full or transferred to a future appointment at your preference.

Cancellations made with less than 24 hours notice, or missed appointments without notice, will forfeit the consultation fee in full.

3. Treatment Deposits

For certain treatments, a deposit may be required at the time of booking to secure your appointment. The following conditions apply:

• Deposits are fully refundable if you cancel with at least 48 hours notice prior to your scheduled appointment.
• Cancellations made with less than 48 hours notice will forfeit the deposit in full.
• If Brentford Health & Dental cancels or reschedules your appointment, your deposit will be refunded in full or transferred to your rescheduled appointment — whichever you prefer.
• Deposits are transferable to a different treatment or appointment date upon request, subject to availability.

4. Completed Treatments

Once a dental treatment has been carried out, fees are generally non-refundable. This reflects the professional time, clinical expertise, laboratory costs, and materials already committed to your care.

However, we will always act fairly. If you are dissatisfied with the outcome of a treatment, please contact us as soon as possible. We will:

• Listen to your concerns fully and without judgment
• Invite you in for a review appointment at no additional charge
• Assess whether any clinical remedy is appropriate
• Where a clear clinical error on our part is identified, work with you to put it right

Refunds for completed treatments will only be considered in exceptional circumstances and are assessed entirely at the clinical discretion of the treating dentist, in line with GDC standards of professional conduct.

5. Dental Appliances and Laboratory Work

Treatments that involve custom-made dental appliances — including crowns, bridges, veneers, dentures, retainers, and clear aligners — involve laboratory fabrication costs that are incurred as soon as your impressions or digital scans are submitted.

• Once laboratory work has been commissioned, we are unable to offer a full refund.
• If an appliance does not fit correctly due to a clinical or laboratory error, we will arrange a replacement or adjustment at no additional cost to you.
• If you choose to discontinue treatment after laboratory work has commenced, any refund will be calculated after deducting laboratory costs already incurred.

6. Teeth Whitening and Cosmetic Treatments

Cosmetic treatments including teeth whitening, composite bonding, and smile makeovers are elective procedures. Results vary between patients depending on natural tooth colour, diet, lifestyle, and oral hygiene habits.

• Fees for completed cosmetic treatments are non-refundable on the basis of dissatisfaction with results alone, where the treatment has been carried out to the agreed clinical standard.
• If you experience an adverse reaction directly attributable to a treatment carried out at our practice, please contact us immediately. We will assess the situation and take appropriate clinical action at no additional cost.

7. Clear Aligner Treatments

For clear aligner treatments, including those provided through our 32Co orthodontic partnership:

• A non-refundable planning fee applies once your digital scan and treatment plan have been generated.
• If you choose not to proceed following your treatment plan consultation, any deposit paid above the planning fee will be refunded.
• Once aligner fabrication has commenced, refunds are not available as laboratory costs will have been incurred.
• If aligners are lost or damaged during treatment, replacement costs may apply.

8. Retail Products

Where we supply dental care products — including toothpaste, mouthwash, whitening kits, or oral hygiene accessories — the following conditions apply:

• Unopened products in their original packaging may be returned within 14 days of purchase for a full refund.
• Opened or used products cannot be returned or refunded for hygiene reasons, unless the product is faulty or not as described.
• Faulty products will be replaced or refunded in full upon return.

9. Payment Plan Refunds

Where a payment plan has been arranged for a course of treatment:

• If treatment is discontinued partway through a planned course, you will be charged only for the treatments already received.
• Any overpayments will be refunded within 14 working days.
• Outstanding balances for treatment already delivered remain payable in full regardless of your decision to discontinue.

10. How to Request a Refund

To request a refund or raise a concern about a treatment or purchase, please contact us using the details below. We recommend doing so in writing so there is a clear record of your request.

We will acknowledge your request within 3 working days and aim to resolve it within 20 working days. Where a refund is approved, it will be processed within 14 working days to your original payment method.

11. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. If you are unsure of your rights, you can seek independent advice from Citizens Advice at citizensadvice.org.uk.

12. Governing Law

This policy is governed by the laws of England and Wales. Any disputes arising from or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Changes to This Policy

We may update this Refund and Returns Policy from time to time. The most current version will always be available on this page, with the Last Updated date revised accordingly.

14. Contact Us

For any refund requests, concerns, or questions regarding this policy, please contact us:

Brentford Health & Dental 215 & 216 High Street Brentford, TW8 8AH

Telephone: 020 8560 5351 Email: info@brentfordhealthdental.co.uk Website: brentfordhealthdental.co.uk