Terms & Conditions
In these Terms “we” or “the Company” or “Smiles and Smiles” means Smiles and Smiles Limited, whose legal registered office is at 146 Freston Road, London, W10 6TR, and “you” means the client benefiting from dental treatment dispensed by us.
This document sets out our terms of service and should be read in conjunction with any documents provided to you for any ‘Consultation’ or ‘Treatment’, and prior to you signing and agreeing to Treatment Plan provided by the Company. These Terms will remain binding on you, provided you received or had access to the Terms prior to or during the course of Treatment.
Please read before beginning Treatment, if you have any questions regarding our services, or need clarification, please contact us and a member of staff with be happy to help you. Please be aware that no professional advice can be given without a clinical consultation with a qualified dentist.
1.1 The expression “the Act” means the Data Protection Act 1998 and any future legislation by way of replacement or amendment of the Act, including the Data Protection Act 2018 and the General Data Protection Regulation 2018 “GDPR”.
1.2 We reserve the right to update, change or replace any part of these Terms, by giving you not less than 30 days’ notice of any changes.
1.3 Definitions:
‘Appointment’, means a meeting at a specific time and date and place of either a Consultation or Treatment Procedure. Place could be in person at one of the Company’s clinics or done virtually – e.g. online.
‘Consultation’, means prior to any treatment a one-to-one or online meeting with a Dentist to discuss potential Treatments you may require or desire and assess your suitability for such Treatments. A Treatment Advisor may be present or contact you after as part of the Consultation to discuss the proposed Treatments and outline your specific Treatment Plan, together with costs, payment options and timelines.
‘Dentist’ , means a registered professional with the General Dental Council, who is employed, or is under contract by the Company, and who is qualified to advise or carry out Treatments provided by the Company.
‘Lab Work’, means any materials ordered to support a Treatment, such as (but not whelimited to) aligners, veneers, digital stents, crowns.
‘Treatment’, means the individual cosmetic dental procedures, such as aligners, composite bonding, veneers, teeth whitening, or any general dental work such as fillings, root canal procedures, bridges – e.g. crowns and dental hygiene procedures.
‘Treatment Plan’, means various individual Treatments that would has advised by the Dentists or undertaken and agreed by you as part of the service we offer.
‘Treatment Advisor’, means a member of staff of the Company who is NOT a Dentist and but is responsible for organising Consultations and appointments with Dentists and discussing Treatment Plan pricing and scheduling with Patients.
1.4 No servant or agent of the Company has power to vary these Terms orally, or to make representations or promises about the Treatment.
1.5 The construction, validity and performance of these Terms and the provision of the Treatment shall be governed by English Law.
1.6 These Terms together with documents provided as part of your Treatment Plan constitute the entire agreement and understanding between you and us and govern the provision of your individual Treatments and overall Treatment Plan, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us.
1.7 All notices to be served under these Terms shall be served by first class pre-paid post or e-mail on us at our registered office and on you, at your last known address. Notices shall be deemed served when they would ordinarily have been received in normal business hours according to the means of transmission of such notices.
2.1 Appointments for Consultations and/or Treatments will be arranged by a Treatment Advisor. We aim to accommodate your date and time preferences where possible, but we do not guarantee any date or time will be available.
2.2 We maintain the right to re-arrange an Appointment for a Consultation and/or Treatment with you and a Dentist if your previous Appointment date and time becomes unavailable. We will try to minimise any disruption in your Treatment Plan where possible.
2.3 To confirm, to book a Consultations we require card details and a refundable payment of £35 (in-clinic or online). Your card will be refunded on attendance of your consultation or credited to the cost of your Treatment Plan if you indicate your preference to do so. The charge will not be refunded if you do not attend your appointment or cancel or reschedule prior to 48 hours before. See section 7.
2.4 All X-rays & OPG scans that may be required during your Consultation or prior to start of your Treatment Plan will be at an additional cost explained to you at the Consultation. The following charges will apply and can vary between £12 – £70 dependant on the Patients requirements.
2.5 If any dental issues or diseases are discovered during the Consultation, our dentist will explain them to you and create a Treatment Plan with a breakdown of costs, allowing you to receive the necessary Treatment at Smiles and Smiles. If you require dental work that we do not offer, We will be able to refer you to a specialist or to another practice. We will not be liable for any consequence resulting in the failure to do so, whether impacted by the Treatment you have with us or not.
2.6 All details discussed with a Treatment Advisor, as well as the medical information you provide will be passed to our Dentists, ready for them to discuss your potential Treatment or Treatment Plan with you.
2.7 Before creating the Treatment Plan, The Dentist will confirm the Treatment Plan, its Treatments and check for any contra-indications that may preclude you from Treatment. This will include the consideration of any underlying periodontal (gum) conditions or any other oral condition which may impact successful Treatment. The Dentist will confirm with you the Treatment Plan you are looking to receive and will confirm all details you have provided. It is vital you provide us with these details accurately. We will then explain the Treatment Plan, the risks and benefits and any necessary after-care.
2.8 You must be aware that not all Treatments are suitable for all individuals, and we will not proceed with a particular Treatment if we do not believe it appropriate to do so.
2.9 It is the responsibility of the patient (‘you’) to communicate their expectations, desires, and concerns regarding the treatment before the procedure is performed. You should disclose any relevant information, such as preexisting dental conditions, allergies, or specific preferences, to ensure the best possible Treatment outcome.
2.10 We may need to take images and / or x-rays of you and your teeth in order to assess suitability and / or provide Treatment within your individual Treatment Plan.
2.11 A Treatment Plan, and the associated cost of that Treatment Plan, will be agreed with you and we will provide you with written confirmation either via email, or in physical format.
2.12 Payments to us in relation to your Treatment Plan are set out in section 7.
2.13 If the Treatment Plan changes due to radiographic or clinical findings, we will inform you and discuss this with you before starting any Treatment, or during any Treatment, should the finding occur after the commencement of such Treatment.
2.14 Treatment Plans are valid for 30 days from the date the Treatment Plan was prescribed. If there are any points on your Treatment Plan that you wish to query, please do not hesitate to ask us.
2.15 We do not have a contract with NHS England and all Treatments are provided on a private basis only.
3.1 We require at least 5 days notice if you wish to move or cancel your Treatment Appointment. It is also your responsibility to update us on your contact details
3.2 We require at least 5 days notice before any Treatment to make any changes to your proposed Treatment Plan that has been sent to you via email. Failure to provide us notice or wanting to change your Treatment Plan on the day to a different Treatment will result in your deposit being retained unless you are unsuitable for the Treatment proposed to go ahead.
3.3 If you fail to provide the required notice as per clause 3.1 you will be charged a fail to attend fee of 25% of the value of your treatment plan.
3.4 If you miss your Treatment Appointment and do not re-book, no refund will be given.
3.5 If you have opted to have digital composite bonding and Smiles and Smiles have ordered your whitening kit and you decide you no longer want treatment the full amount of the whitening kit will be chargeable from the deposit and the full amount will not be refundable. If you have opted to have digital composite bonding and we have ordered your whitening and your digital stent and you decide to no longer have treatment with us the full amount of your deposit will not be refundable.
4.1 We understand some patients travel long distances to get to the clinic, and in some cases being late for Appointments is unavoidable. If you are going to be more than 15 minutes late, please contact us and let us know. Please be aware that whilst we will do the best we can to fit you , however, you may be asked to reschedule your Appointment. In such cases, the deposit will be retained and not refunded.
4.2 You must be aware that, whilst we will do our utmost to reschedule your Appointment for you as soon as possible, availability depends on how busy the clinic is. Given we often have a waiting list, it may be weeks or months before we are able to do so.
5.1 Before your Treatment Plan and associated Treatments can go ahead you will be required to complete, sign and return to us a written consent form (“the Consent Form”). The Consent Form will be provided to you by the Treatment Advisor and will be ready for you to sign on arrival at the practice. The form will detail Treatments within your Treatment Plan and the risks and benefits relevant to Treatments you have selected, as well as any recommended after-care. At this point a contract will come into existence between you and us.
5.2 If we are unable to accept you as a client/patient after you have signed the Consent Form and prior to any Treatment or Lab Work associated with your proposed Treatment Plan, we will inform you and will not charge you and/or issue a full refund.
5.3 If any Lab Work or Treatments have been performed and / or ordered in relation to your Treatment Plan, and we are not able to conduct (due to circumstances in section 5.4) any other further Treatments under your Treatment Plan, we will inform you and will issue you a refund in line with the costs of unrealised Treatments or Lab Work associated to you Treatment Plan. To be clear, any Treatments or Lab Work costs that have been performed under or associated with your Treatment Plan will not be refunded.
5.4 We might not be able to accept you as a client/patient or continue with your Treatment Plan because of (although not limited to) unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the Treatments, Lab Work or any other associated cost we may incur in providing you Treatments in your Treatment Plan, or following consultation, we are unable to recommend you proceed with the Treatment Plan.
6.1 It is very important that you give a full medical history and details of any medication you take. Should these change in any way, it is important that you update the Dentist with current information.
6.2 We store all patient personal details on a computer system in accordance with the Act. All clinical notes, digital radiographs, digital photographs etc. remain our property. Copies of notes, radiographs and photographs can be made available on request.
6.3 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.
6.4 We will use the personal information that you provide to us to contact either by telephone, email, SMS, WhatsApp or letter:
6.4.1 provide services under your Treatment Plan, including keeping you up to date on your Treatment Plan and your Appointments;
6.4.2 process your payment for such services under your Treatment Plan;
6.4.3 inform you about important changes to the clinic and special offers we think might interest you. If you would like to stop receiving these communications at any time, please tell us.
6.5 We will only give your personal information to third parties where the law either requires or allows us to do so and to where you have consented for us to do so.
6.6 We (and all of our group companies) may use images and x-rays of your smile and teeth, unless you indicate otherwise, for marketing, promotional and educational purposes. Your identity will never be disclosed, unless you have provided specific authority for us to do so.
6.7 You consent to be photographed and videoed whilst undergoing Treatment at Smiles and Smiles.
6.8 You give permission for us (and all of our group companies), unless you indicate otherwise, to use any photographic images and video footage captured as we see fit for advertising, promotional and educational purposes. Should you wish to opt out of this arrangement, please let us know in writing.
6.9 You give permission for us to enhance digitally and edit any and all images for all purposes.
6.10 For further information on how your data is collected, used, who we share it with and your rights please see our [Privacy Notice].
7.1. To confirm your in-clinic Consultation, a £35 card payment is required. This will be fully refunded when you attend. However, if you cancel within 48 hours or do not attend your Appointment, the payment is non-refundable. If you attend but choose not to proceed with Treatment Plan, you will still receive your refund.
7.2. To confirm your virtual Consultation, a £35 card payment is required. This will be fully refunded when you attend. However, if you cancel within 48 hours or do not attend your Appointment, the payment is non-refundable. If you attend but choose not to proceed with a Treatment Plan, you will still receive your refund.
7.3 You may decide to pay for your Treatment Plan on finance (“Finance”) through a third-party finance company (“a Finance Company”). If you decide to pay for your Treatment Plan in this way, the Finance Company must have received your signed application and granted your application with a copy provided to us, before the Treatment Plan can begin.
7.4 We are not a Finance Company. If you decide to pay for your Treatment Plan with Finance, you will be subject to separate terms and conditions. In addition to these Terms, you should be aware that obtaining Finance in this way is done at your own financial risk. We do not take responsibility for your decision to do so.
7.5 We do not allow Finance on any Treatment Plans under £500.
7.6 We do not accept any payments by cheque.
7.7 If you do not choose to Finance your Treatment Plan cost in full, you will be required to pay 25% of Treatment Plan cost upon signing your Treatment Plan and Consent Form.
7.8 If you do not choose to Finance your Treatment Plan cost in full, you will be required to pay the remainder of each Treatment, as detailed in your Treatment Plan, and treated in the Appointment you are attending, or should have attended in clinic.
7.9 Payments must be done in clinic and prior to any Treatment by the Dentist. For avoidance of doubt if you have part Financed your Treatment Plan with a Finance Company you will be required to pay any remaining cost that is outstanding for each Treatment detailed in your Treatment Plan and treated in the Appointment you are attending, or should have attended in clinic.
7.10 We reserve the right to make an administrative charge for any debt passed to a debt collection agency.
8.1 If you wish to make a change to the Treatments agreed within your Treatment Plan, please contact us immediately. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price, timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to proceed with the revised Treatment Plan and its associated costs.
8.2 If it is not possible to make the changes you have requested, or you have changed your mind and have paid for the Treatments (prior to having been treated), providing you give us at least 5 business days notice, we will issue a full refund, less any payments related to Treatments you have had, and / or Lab Work that has been ordered and cannot be cancelled. If you do not provide appropriate notice, or fail to attend the planned appointment, no refund with be given. Should cancellation be required because of Covid, we will require confirmation of contraction of Covid from your medical practitioner along with a confirmatory PCR or lateral flow test.
9.1 Minor changes to the Treatments / Treatment Plans. We may change the Treatments / Treatment Plans:
9.1.1 to reflect changes in relevant laws and regulatory requirements; or
9.1.2 to implement minor technical adjustments and improvements to the way our clients/patients are treated.
9.2 More significant changes to the Treatments / Treatment Plans and these Terms. We may make amendments to either these Terms or the Treatments / Treatment Plans at any time. If we do so we will notify you as soon as possible.
10.1 When we provide the Treatments, we will supply the Treatments and associated Lab Work to you from the date you sign and return to us the required Consent Form in conjunction with you having made any necessary payments. Until we have completed all the Treatments and associated Lab Work in your Treatment Plan, or until you or we agree to end the Treatments in conjunction with these terms AND given the number of variables in the Treatments we provide, including client compliance, it is difficult to predict with certainty how long your treatment will last. Any estimated completion date for the Services is an approximation only.
10.2 We are not responsible for delays outside our control. If our performance of the Treatments is affected by an event outside our control, for example if the dentist you were due to see is ill and unable to work, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. We will not be liable for these delays.
10.3 If there is a substantial delay (of three months of more), you may contact us to end the contract and receive a refund for any Treatments and / or Lab Work you have paid for but not received.
10.4 What will happen if you do not provide required information to us. Prior to proceeding with any Treatment, we will ask you to provide us with a full medical history and details of any medication you take. Should these change in any way, you must inform us. If you do not provide us with this information, either within a reasonable time of us asking or as soon as you become aware of it, or you have provided us with incomplete or incorrect information, we may either end the contract or make an additional charge to compensate us for any extra work that is required as a result. We will not be responsible for providing the Treatments late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of asking.
10.5 We will not be liable for any injury caused to you as a result of your failure to provide relevant details.
10.6 Reasons we may suspend the Treatment Plan and / or Treatments. We may have to suspend the Treatment Plan and / or Treatments to:
10.6.1 deal with technical problems or make minor technical changes;
10.6.2 update the Treatments and overall Treatment Plan to reflect changes in relevant laws and regulatory requirements;
10.6.3 make changes to the Treatments as requested by you or notified by us to you .
10.6 We will contact you in advance to tell you we will be suspending the Treatment Plan unless the problem is urgent or an emergency. If we have to suspend any Treatment for longer than three months over the course of your Treatment Plan, you may contact us to end the contract and we will refund any sums you have paid in advance for Treatments and / or Lab Work not provided to you.
11.1 You can always end your Treatment Plan before it has been completed. You may contact us at any time to end the contract for the Treatment Plan but, unless one of the reasons at clause 11.2 applies, no refund will be issued.
11.2 What happens if you have good reason for ending the contract? If you are ending the contract for a reason set out in this clause 11.2, the contract will end immediately, and we will refund you in full for any Treatments or Lab Work which have not been provided. The relevant reasons are:
11.2.1 we have told you about an error in the price or description of the Treatments you have requested, and you do not wish to proceed;
11.2.2 there is a risk the Treatments may be significantly delayed because of events outside our control;
11.2.3 we suspend the Treatments / Treatment Plan for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than three months.
11.3 What happens if you end the contract without a good reason? If you are not ending the contract for one of the reasons set out in clause 11.2, the contract will end immediately, and you will not be refunded.
12.1 We may end the contract if you break it. We may end the contract at any time by writing to you if:
12.1.1 you do not make any payment to us when it is due;
12.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to
provide the Treatments in your Treatment Plan, for example, your full medical history.
12.1.3 you do not, attend 2 or more Appointments, and do not make efforts to reschedule those Appointments with us.
12.2 No refund. If we end the contract in the situations set out in clause 12.1 you will not be entitled to a refund.
12.3 We retain the right to stop providing Treatments to you for any reason. We may write to you to let you know that we are going to stop providing your Treatments within your Treatment Plan. We will let you know at least 48 hours’ notice in advance of our stopping your Treatment Plan and will refund any sums you have paid in advance for Treatments and Lab Work which will not be provided.
13.1 We strive to provide high-quality dental Treatments, including composite bonding. However, it is important to note that while we ensure the Treatment is carried out properly, we cannot guarantee patient satisfaction with the final results. It is essential for patients to have realistic expectations and understand that individual preferences may vary.
13.2 If you are dissatisfied with the results of your Treatment Plan and Treatments, but the individual Treatments and Lab Work has been performed correctly according to industry standards and protocols, we are unable to offer a refund for the amount paid. As our Treatments are cosmetic procedures, the perception of aesthetics may differ among individuals, and personal preferences may not align with the final outcome.
14.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is foreseeable as a result of our breaking this contract or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if for either it is obvious that it may happen or if, at the time the contract was made, both we and you knew it might happen.
14.2 We cannot be held responsible for compensating any expenses incurred during your travel to and from your Treatment Plan Appointments. This includes but is not limited to transportation costs, food expenses, and any other related expenses.
14.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Treatments.
14.4 In the event that we are required to reschedule your Appointment or change the Treatment location to another current or future Smiles & Smiles location, we will not reimburse any additional costs you may incur. This includes travel expenses and any loss of income due to time away from work
14.5 We do not provide compensation for any expenses incurred as a result of rescheduled or additional appointments required due to unforeseen circumstances (such as the lab requesting further information or technical issues), or cancelled treatment appointments. This includes, but is not limited to, costs related to time off work, meals, transportation, or any other associated expenses.
15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these Terms to another organisation, for example to carry on your Treatment Plan. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under these Terms.
15.2 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
15.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the Services, we can still require you to make the payment at a later date.
16.2 If we have to contact you, we will do so by telephone, or SMS or WhatsApp or by writing to you at the email address or postal address that you have provided to us.
17.1 We take complaints about our Treatments, and other services very seriously.
17.2 Complaints can be made in writing by filling out a complaints form available from reception, or via email through our website, by the patient or by a person authorised by the patient.
17.3 Every complaint will receive an acknowledgement within 48 hours. We will endeavour to resolve a complaint within 28 days.
17.4 If you wish to view our complaints policy and procedure, please ask a member of our reception team or look on our website.
17.5 If a complaint is about any aspect of clinical care or associated charges it will normally be acknowledged by the Management team and then referred to the Dentist.
17.6 Although we liaise between you and the Dentist, any liability for defective treatment lies with the Dentist.
18.1 We are committed to providing a safe and respectful environment for our patients and staff. To maintain this standard, we have established a Zero Tolerance Policy. We expect all patients and visitors to treat our staff, other patients, and the practice premises with respect and courtesy. Any form of verbal, physical, or emotional abuse, harassment, discrimination, or threatening behaviour towards our staff or fellow patients will not be tolerated.
These Terms are governed and construed in accordance with English Law and the parties hereby irrevocably submit to the exclusive jurisdiction of the English Courts.
Call
020 3814 7771
REGULAR OPENING HOURS
Mon: 9:00 – 20:00
Tues: 9.00 – 18:00
Wed – Thurs: 9.00 – 20:00
Fri – Sat: 9.00 – 18:00
Sun : Closed
LOCATION
61 Paddington Street
London
W1U 4JD
36 – 38 Cornhill
London
EC3V 3ND
