Consumer Rights Act 2015 Compliant

Refund Policy

Last Updated: 2nd July 2025

Your Consumer Rights

At Elite Dental London, we are committed to providing excellent dental care and customer service. This Refund Policy outlines your rights under UK consumer protection law, including the Consumer Rights Act 2015, and our practice's commitment to fair treatment of refund requests.

1. Your Statutory Rights

14-Day Cooling-Off Period

Under the Consumer Rights Act 2015, you have the right to cancel certain services within 14 days of booking, provided treatment has not commenced. This applies to distance contracts (online/telephone bookings) for non-urgent treatments.

Services Not Performed as Described

If our services do not match their description or are not performed with reasonable care and skill, you may be entitled to:

  • A repeat performance of the service at no extra cost
  • A price reduction if a repeat is not possible
  • A full or partial refund in appropriate circumstances

2. Treatment Categories and Refund Eligibility

0
Days

Before Treatment
Full refund available (minus admin fee)

7
Days

Early Assessment
Partial refund possible after clinical review

14
Days

Cooling-Off Period
Statutory right to cancel (if no treatment started)

30
Days

Service Issues
Consumer Rights Act claims period

Private Dental Treatment

  • Consultations: Full refund if cancelled 24 hours in advance
  • Preventive treatments: Refund available if service quality issues arise
  • Cosmetic procedures: Subject to cooling-off period and clinical assessment
  • Complex treatments: Evaluated on individual case basis

NHS Treatment

  • NHS charges are set by NHS England and are generally non-refundable
  • Refunds may be available in exceptional circumstances
  • Complaints about NHS treatment should be directed to NHS England
  • Free treatment remains free regardless of outcome

3. Refund Request Process

How to Request a Refund

1
Initial Contact

Contact our Practice Manager by phone, email, or in person to discuss your concerns and refund request.

2
Documentation

Provide your treatment details, receipts, and a clear explanation of the reasons for your refund request.

3
Clinical Review

Our clinical team will review your case, potentially including examination by an independent practitioner.

4
Decision

We will provide a written decision within 10 working days, explaining our findings and any refund offered.

5
Processing

Approved refunds will be processed within 14 days to your original payment method.

4. Circumstances for Refunds

Full Refund Circumstances

  • Treatment cancelled by the practice
  • Significant departure from agreed treatment plan
  • Material breach of professional standards
  • Cancellation within cooling-off period (where applicable)

Partial Refund Circumstances

  • Treatment partially completed to standard
  • Minor variations from expected outcomes
  • Late cancellation by patient (admin costs deducted)
  • Materials or laboratory costs already incurred

No Refund Circumstances

  • Treatment completed to professional standards
  • Patient non-compliance with aftercare instructions
  • Change of mind after treatment commencement
  • Normal healing responses or temporary discomfort
  • Pre-existing conditions affecting treatment outcome

5. Payment Method and Processing Times

3-5
Working Days

Card Payments
Refunds to debit/credit cards

5-7
Working Days

Bank Transfers
Direct refunds to bank accounts

10-14
Working Days

Cheque Payments
Posted refund cheques

2-3
Working Days

Cash Payments
In-person cash refunds

6. Exceptions and Special Circumstances

Emergency Treatment

Emergency dental care is generally non-refundable due to the urgent nature of treatment and immediate provision of services.

Insurance Claims

Where treatment is covered by dental insurance, refunds must be processed through your insurance provider according to their terms.

Payment Plans

For treatment paid through payment plans, refunds will be calculated based on treatment completed and finance agreement terms.

7. Appeals and Alternative Dispute Resolution

If You're Not Satisfied

If you disagree with our refund decision, you can:

  • Request a second opinion from another qualified dentist
  • Contact the General Dental Council (GDC) for professional conduct issues
  • Complain to the Care Quality Commission (CQC) about service standards
  • Seek resolution through the Dental Complaints Service
  • Consider mediation through an approved ADR scheme

8. Legal Rights and Small Claims

Your Legal Options

This refund policy does not affect your statutory rights under UK law. You may still pursue legal action through:

  • Small Claims Court: For claims up to £10,000
  • County Court: For larger claims
  • Trading Standards: For potential breaches of consumer law
  • Legal Advice: Professional legal consultation

9. Record Keeping and Documentation

What We Keep

  • All refund requests and supporting documentation
  • Clinical notes and treatment records
  • Correspondence and decision rationale
  • Payment and refund transaction records

Records are maintained for 11 years in accordance with GDC requirements.

Refund Enquiries

Practice Manager: [email protected]

Phone: +44 20 7123 4567

Address: Elite Dental London
145 Harley Street, London W1G 9AL

Office Hours:
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 9:00 AM - 4:00 PM

We aim to acknowledge all refund requests within 24 hours and provide a full response within 10 working days.

Consumer Protection Notice: This Refund Policy complies with the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and relevant UK consumer protection legislation. Nothing in this policy affects your statutory rights as a consumer. For independent advice on consumer rights, contact Citizens Advice at citizensadvice.org.uk.