Our Terms & Conditions

Our contract with you and our obligations

A contract comes into existence between you and us when we confirm that we are able to provide you with a Relevant Treatment. If we are unable to provide you with a Relevant Treatment, we will inform you of this and the reasons why.

In providing a Relevant Treatment for a patient, ODL DENTAL shall:

- Provide suitable facilities for the provision of the Procedure, Non-Surgical or Surgical Treatment by Specialists, Dentists, Hygienists, Therapists, Nurses or Orthodontic Therapists (as the case may be);

- Provide the patient with such information that can be reasonably expected to be necessary for the patient to understand the nature of the relevant treatment being offered and the risks and conditions normally attendant on such Relevant Treatment.

- If our performance of a Relevant Treatment is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

Your obligations

The patient shall be responsible for reading and understanding the treatment plan (s) or information literature provide prior to consenting to undergo any Relevant Treatment. We require certain information from you to be completed prior to treatment. If you do not provide us with this information within a reasonable time of us asking for it or you provide us with incomplete or incorrect information, we reserve the right not to perform the Relevant Treatment.

Making appointments

We always try to arrange appointments at a time convenient to our patients. For this reason, we have early morning and late evening sessions on most week days. You can arrange an appointment by:

Visiting our online booking or our live chat at www.odldentalclinic.com

Email: info@odldentalclinic.com ,

Phone: 02077393345/ 02076386600 * Our lines can get extremely busy during the day. If this is the case please use the livechat on our website.

To reduce the number of missed appointments and late cancellations, we ask all patients to pay a deposit to secure the appointment. If you attend your appointment on time or else give at least 48 hours’ notice to cancel or change it, the deposit will be refunded by deducting the amount you have paid up-front from the cost of your treatment.

We kindly ask you to arrive at least 20 minutes prior to your booked time so that you can be seen on time.  If you arrive late we may not be able to see you. It is part of our policy to contact patients who have failed to attend their appointment to try an arrange a new one.  

Late Cancellations or missed appointment

If you need to cancel or change an appointment, please give us as much notice as possible. We require a minimum of 48 hours, otherwise you may incur cancellation fees.

Appointments cancelled without 48 hours’ notice will, at the practice’s discretion, incur a cancellation fee of at least £59. Please note all cancellation fees must be paid prior to scheduling another appointment.

Please be aware that if two consecutive appointments are cancelled without 48 hours’ notice, or failed to attend (without good reason), no further appointments shall be offered at the practice without the full cost of treatment being paid upfront.

If the Patient is late, the Relevant Practitioner may not be able to see the Patient and a fee may still be due.

Although extremely rare, appointments may need to be rescheduled by ODL at short notice, for example if emergency situations arise or equipment failures occur within the premises. ODL does not compensate for any late cancelation or consequential losses.

Text messages, email appointments reminders, and a telephone calls are a courtesy and cannot be relied upon. It is up to the Patient to note their appointment in their own diary and attend at the appropriate time.

Fees, Payments and Finance

It is our practice policy to give patients full information about the cost of their dental care before any treatment is undertaken. For treatment plans for extensive work, a written estimate/treatment plan will be provided.

ODL Dental clinic is a fully private dental clinic. Our policy is to request patients to pay a deposit before starting treatment and pay the balance on the day of treatment completion. We accept credit/debit card payments and we also offer 11 months interest free finance on a range of treatments. If you are unable to pay for your treatment please contact us before your appointment day and we will talk you through our payment options. You can also visit our website for more details https://www.odldentalclinic.com/our-fees-finance-options_-_Pay_as_you_go_dentist .

Direct bank transfers are possible and bank account details are available on request. ODL requires full name of the patient as reference.

 *Please note we do not accept cash payments.*

No tolerance/ abuse policy

All Patients attending ODL facilities will be treated with respect and dignity at all times. No member of staff has the right to be abusive to Patients or their visitors and any such incidents will be treated as a disciplinary matter. Equally, ODL does not condone any form of abuse of staff members by Patients (either in person or on the phone) or visitors and if such a situation should occur, ODL reserves the right to terminate any provision of care.

For the safety of our patients and staff, CCTV is in operation in our practices.

Personal details

ODL predominantly corresponds via email and occasionally by telephone or text message. Should there be any changes to personal details, it is the Patient’s responsibility to inform ODL. This will include, but is not limited to, the Patient’s current telephone number, email address, postal address, home address, and medical history updates.

We will use personal details to provide the services and Relevant Treatment, process your payment and if you agreed to this to inform you about similar services we offer but you may stop receiving these communications at any time by contacting us. We may pass your personal information to credit reference agencies where we have extended finance to you and they may keep a record of any search that they do. We will only give your personal information to other thirds parties where the law either requires or allows us to do so.

Data Protection

We store all patient personal details on a computer system in accordance with the General Data Protection Regulations. All clinical notes, digital radiographs, digital photographs etc remain the property of ODL DENTAL CLINIC. Copies of notes, radiographs and photographs can be made available on request.

* Please note that we may sometimes carry out records such as photos, x-rays and digital scans free of charge and as a gesture of goodwill to help us assess your case, create your treatment plan and monitor the progress of your treatment. If you wish to receive a copy of a record/ service that was provided free of charge, the normal record/ service fees must be paid in order for the records to be released.

Please be aware that any information provided through any part of our website or on the phone or in person with anyone other than a dentist does not constitute professional advice. No professional advice can be given without a clinical consultation with a dentist.

For our full data protection privacy notice please click here.

Use of images and x-rays

ODL may use images and x-rays for marketing and educational purposes online and offline including but not limited to the ODL website, social media accounts, promotional and educational literature. Your name will never be published, and identity will never be disclosed. However, if you DO NOT wish for us to use your images and x-rays in this way, please let us know.

Treatment estimates

Once your treatment plan has been agreed with the Dentist, we will provide printed details of your plan. If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you. Treatment plans are valid for net 90 days from the date the treatment was prescribed. If there are any points on your treatment plan that you wish to query, please do not hesitate to ask us.

Consent forms

All treatments require completion of a consent form. We will explain the treatment, aftercare and any risk to you thoroughly and ask that you sign the consent form prior to any treatment being carried out. It is very important that you read the consent thoroughly and lets us know of any questions prior the start of the treatment.

Relationship with relevant practitioner

ODL accept no responsibility for matters which are within the professional of the Specialists, Dentists, Hygienists, Nurses or Orthodontic Therapists.

All Specialists, Dentists, Therapists and Orthodontic Therapists are independent contractors and are not employed by ODL. Nothing in these Terms and Conditions is intended to be construed as creating an employee-employer relationship between ODL and any Specialists, Dentists, Hygienists, Therapists and Orthodontic Therapists.

ODL shall satisfy itself that:

- The Relevant Practitioner is insured against claims for professional negligence on terms that ODL reasonably considers are normal given prevailing market conditions at the relevant time with either the Dental Defence Union, the Dental Protection Society or another appropriate Dental Defence or Insurance organisation and;

- The Relevant Practitioner holds the necessary qualifications and registration.

- Without prejudice to the generality of 8.3 above the Specialists, Dentists, Hygienists or Therapists are solely responsible for deciding whether or not the Patient is suitable for the relevant treatment.

Unsuitability/ change of circumstances/ lack of compliance to practice policies

In the unlikely event that you are not suitable for cosmetic, restorative or orthodontic treatment following your full clinical evaluation, we reserve the right to retain your fee to cover the cost of your appointment. You will have access to all clinical records, including photos, moulds, X-rays and clinical findings. Clinical records are valid for six months and if you choose to proceed with treatment after this time we may need to carry out a second full clinical evaluation.

You may also require a subsequent clinical evaluation if you undergo treatment at a different clinic in between your clinical evaluation and starting treatment. Consultation fees will apply.

We reserve the right to retain any fees for costs incurred and discharge you from our care if the following apply (please note this is not an exhaustive list):

- You decide to stop your treatment for any reason.

- You do not wear your appliances as instructed.

- You do not keep schedule appointments.

- You fail to attend for 12 weeks without prior arrangement.

- You fail to comply with our Terms and Conditions.

Guarantees and Refunds

ODL wants patients to be entirely satisfied with their care and treatment. For any repairs or replacements in case of the treatment failing, please refer to the consent form signed prior to the treatment being carried out. 

Where laboratory work is involved, for example the Patient is in the middle of having a denture, crown, or bridge made, or if moulds/scans have been sent for construction of any type of orthodontic appliance and the work has already been started or completed by the laboratory, the full fee may be kept to cover the cost of the laboratory invoice and any previous or pending appointments.

If the Patient is not happy with the work completed by the Relevant Practitioner, all measures will be taken to resolve the problem. Before issuing a refund, the Patient will be required to attend a review appointment so that the Relevant Practitioner is given the opportunity to put things right.

Insurance form policy

Whilst ODL endeavour to offer a complimentary service to submit relevant forms for the Patient to claim back against their insurance policy, ODL DENTAL will not be held responsible for any delays or errors resulting from this. Even if the patient permits ODL to send forms on the Patient’s behalf to the relevant company, the patient must check the details (both personal and for professional services rendered) are indeed correct.

Special needs

We provide dental care for people with special needs. For more details please email info@odldentalclinic.com.

Legal Jurisdiction

The service provided by ODL and Relevant Practitioner shall be governed by the laws of England and Wales, whose courts shall have exclusive jurisdiction.

We very much appreciate your confidence in us and look forward to meeting with you!  

The Team at ODL

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