Cancellation Policy
At The Grove Dental Rouse Hill, we are committed to providing excellent dental care that is accessible to all our patients. Booking the services of The Grove Dental indicates that you agree with this cancellation policy and our commitment to provide excellent care.
YOUR APPOINTMENT TIME IS RESERVED EXCLUSIVELY FOR YOU
At The Grove Dental Rouse Hill your appointment time is reserved exclusively for you, and we will dedicate our time and resources to ensure you are given the best care possible. Missed or broken appointments represent a cost to us, and to other patients who could have been seen in the time set aside for you.
CANCELLATION & LATE ARRIVAL
So that we can provide fair and timely service to all of our patients, we require our patients to arrive promptly for their appointment.
Cancellations without adequate notice (less than 48 hours), failure to attend your appointment and arriving late (more than 15 minutes) and failure to proceed with scheduled treatment disrupts our practice and the service we provide our patients. If you cannot attend your scheduled appointment, we request that you advise us as soon as possible so that we can offer your appointment time to another patient. We will send you an SMS requesting that you confirm your appointment 3 days before your scheduled appointment – please respond to this SMS promptly so that we can offer your appointment time to another patient if necessary.
We will always do our best to accommodate late arrivals, however, arriving too late (more than 15 minutes) may result in you forfeiting your appointment time as the remaining time available may not be sufficient to perform the treatment, and would intrude on other patients’ appointments.
Failure to attend your appointment without notice or proceed with the agreed treatment on the day of an appointment due to change of mind, cancellation with less than 48 hours notice or arriving more than 15 minutes late will incur a cancellation fee that is equivalent to $50 per 30-minutes of scheduled appointment time.
Patients who demonstrate a pattern of missed or broken appointments (2 or more) will be required to make a deposit before making subsequent bookings that is equivalent to $50 per 30-min of scheduled appointment time and for longer treatments (90mins+), may be required to prepay for treatment in full before the appointment. If less than 48 hours notice is given for cancellation or you fail to attend your appointment, this deposit will be forfeited and it will be charged as a cancellation fee, and therefore no longer held as a deposit in your file.
We do understand that significant emergencies may arise unexpectedly so this fee will be applied at the discretion of management.
LONGER TREATMENTS AND SATURDAY APPOINTMENTS
In most cases, we do not require pre-payment for your dental appointment or treatment, however procedures that require long appointment times (90mins +), such as in-chair whitening, surgical tooth extractions, crowns, root canal therapy or braces may require a deposit or partial payment of your treatment fee at the time of making the appointment. This fee will go towards the cost of your treatment and will vary depending on the type of treatment being undertaken. If less than 48 hours notice is given for cancellation or you fail to attend your appointment, this deposit will be forfeited and it will be charged as a cancellation fee, and therefore no longer held as a deposit in your file.
Saturday appointments are available by calling the practice on (02) 8817 2879. As a result of the high-demand for Saturday appointments, when booking a Saturday appointment, a non-refundable deposit of $50 is required to secure your booking – this can be made in-person or over the phone. This $50 deposit will be credited towards the cost of your appointment. In the event that you fail to attend your Saturday appointment or cancel with less than 48 hours notice, you will forfeit your $50 deposit which will be charged as a cancellation fee, and therefore no longer held as a deposit in your file.
Thank you very much for your understanding and cooperation.
