Our cancellation policy:Fail to Attend
Here at Timeless Smiles, we respect our patients’ time, and we expect the same from our clients.
Short notice cancellations, failure to attend and arriving late (more than 15 minutes) disrupts our other patients and staff members.
We are not a large corporate dental business, we do not treat you like a number, and we cannot accommodate the financial burden of missed appointments.
We are a small, personable business who strives for excellent quality time spent at each of your appointments. A missed appointment or short notice cancellation represent a cost to us and represent scheduling problems for other patients wanting to book in. Due to the difficulties of filling last minute cancellations we require a minimum of 48 hours notice for routine 10-40 min appointments and 5 days notice for any appointments booked for more than 45 min.
Please advise us as soon as possible if you need to rearrange an appointment so that we can offer your time to someone who is in urgent need of dental care. As we turn away other patients to hold your appointment time, any missed or short notice cancelled appointment will attract a cancellation fee.
Due to our small business size and high demand for appointments we have the following cancellation policy. All we’re asking for is some common decency and co-operation.
All appointments are reserved in advance. We understand late arrivals at your appointment due to unforeseen circumstances and we generally do not charge any late arrival fees.
You would have provided your contact details and how you would like to be contacted for the appointment reminders. We follow an impeccable reminder system where you would have received either a call or text message prior to your appointment. This is to make sure you have enough notice for your dental appointment. Please reply to our text msg or phone call by confirming the appointment. As this saves our staff time to keep chasing you for confirmation.
On occasion when you fail to attend your dental appointment, offering less than required*(please refer to our notice periods) notice you will be requested to pay a cancellation fee.
Emergencies: we understand that situations can happen (extreme weather, family emergencies etc.) and we will NOT request cancellation fee for your first occurrence(excludes Saturday appointments, refer to our Saturday appointments policy for details).
Booking fee: For most appointments we may request a Booking fee in lieu of a short notice cancellation fee. This is to reserve an appointment time for you and would be attributed to your future transactions. Amount will be based on the length of the appointment.
Cancellation Fees are strictly non-refundable.
It is ok if you do not feel comfortable with our booking policy and cancellation fee policy. Please ask our front office team to organize your dental records to be transferred to another dentist of your choice. We thank you for your understanding.
All appointments on Saturdays must be pre-booked with a minimum $50 per booking. This reservation fee/booking fee is in lieu of the gap amount to be paid on the day. In case where you would not have any gap amount to be paid, we would be happy to organise a refund via bank transfer in 3-5 working days. For any rescheduling or cancellation we would require a minimum of 7 days notice by a phone call or email during business hours. Booking fee is strictly non-refundable for Saturday appointments in case of less than 7 days notice. If you do not agree with our Saturday booking policy, please book an appointment during the week.
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