Cancellation Policy

• Routine Appointments (10–40 minutes):
  A minimum of 2 business days notice is required to cancel or reschedule a routine
  appointment.
• Extended Appointments (over 45 minutes):
  A minimum of 5 business days notice is required for cancellations or rescheduling.

Some appointments—particularly Saturday bookings or longer procedures—may require a
booking fee to secure the appointment. Where applicable, the booking fee is credited toward
treatment on the day and is non-refundable in cases of short-notice cancellation or
non-attendance.

For patients attending check-up and clean appointments with no out-of-pocket payment (e.g.,
Medibank, CBHS, Westfund), the family booking fee is implemented solely to secure the
reserved appointment time(s). This fee:

• Is not a treatment fee,
• Is fully credited on the day if applicable,
• Ensures availability of consecutive appointment times specifically set aside for family
  bookings

We understand that unforeseen events can occur. In genuine cases of emergency (e.g., sudden
illness, severe weather, or family emergencies), the practice may, at its discretion, waive the
cancellation fee for a first occurrence. However, Saturday bookings and certain high-demand
appointment types may be exempt from this discretion.

All Saturday appointments must be pre-booked with a minimum $50 per booking. This
reservation fee is in lieu of the gap amount to be paid on the day. If there is no gap to be paid,
we will organise a refund via bank transfer in 3-5 working days.

• For any rescheduling or cancellation, we require a minimum of 7 business day’s notice
  via phone or email during business hours.
• The booking fee is strictly non-refundable for Saturday appointments in case of a
  cancellation or rescheduling with less than 7 day’s notice. If you do not agree with our
  Saturday booking policy, please book an appointment during the week.

At Timeless Smiles, we respect our patient’s time and expect the same in return. Short notice
cancellations, failure to attend, or arriving more than 15 minutes late disrupt our other patients
and staff. As a small, personable business, we cannot afford the financial burden of missed
appointments and the difficulty of filling last-minute cancellations.

Please advise us as soon as possible if you need to rearrange your appointment so we can offer
your time to someone in urgent need of dental care. All missed or short-notice cancelled
appointments will attract a cancellation fee.

If you do not feel comfortable with our booking policy and cancellation fee policy, please speak
with our front office team. We can arrange for your dental records to be transferred to another
dentist of your choice. Thank you for your understanding and cooperation.