Our Terms and Conditions (“the Terms”) This document sets out our terms of service and should be countersigned by you by way of your acknowledgement of agreement to the Terms. If, however, you have not countersigned these Terms, they will remain binding on you, provided that you have received or had access to the Terms prior to or during your course of treatment. We are always pleased to assist our clients whenever we can. This document gives details of S&S terms and conditions of service. Please read before beginning treatment, If you have any questions regarding our services, or need clarification, please contact us and a member of staff will be happy to help you. Please be aware that no professional advice can be given without a clinical consultation with a qualified dentist.

1. Definitions and Interpretation

1.1     In these Terms “we” or “the Company” 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.

1.2    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”.

1.3    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.

1.4    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 constitute the entire agreement and understanding between you and us and govern the provision of the Treatment, 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. Treatment Estimates, Consultations and Appointments

2.1    Smiles and Smiles Limited is a cosmetic dental company that provides Composite Bonding and the placement of Ceramic and Composite Veneers, Ceramic crowns aligners, and teeth whitening. If you are in any doubt as to the services we provide and whether or not they are right for you, please ask us before commencing treatment.

2.2   If any other dental issues or diseases are discovered during the assessment, our dentist will explain them to you and create a treatment plan with a breakdown of any additional costs, allowing you to receive the necessary treatment at Smiles & Smiles. If you require dental work that we do not offer, we strongly recommend you have a consultation with your own dentist before beginning treatment with us. 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.

2.3   The Treatment Advisor will not be assessing your suitability of the treatment in person and as such there may be some circumstances in which the treatment you would like cannot be done because, for example, there are underlying conditions that could not be identified through the photographs supplied. This is why we recommend that you attend a consultation with one of our dentists before proceeding.

2.5    All details discussed, as well as the medical information you provide will be passed to our dentists, ready for them to discuss your potential treatment with you.

2.6    Before beginning the treatment, The dentist will confirm the plan 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 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, the risks and benefits and any necessary after-care.

2.7    You must be aware that not all treatments are suitable for all clients, and we will not proceed with a particular treatment if we do not believe it appropriate to do so.

2.8    It is the responsibility of the patient to communicate their expectations, desires, and concerns regarding the treatment before the procedure is performed. Patients should disclose any relevant information, such as preexisting dental conditions, allergies, or specific preferences, to ensure the best possible treatment outcome.

2.9    We may need to take images and / or x-rays of you and your teeth in order to provide the treatment.

2.10    A treatment plan (“Treatment Plan”) will be agreed with you and we will provide you with printed confirmation.

2.11     If the Treatment Plan changes due to radiographic or clinical findings, we will inform you and discuss this with you before starting treatment, or during treatment should the finding occur after the commencement of treatment.

2.12    Treatment plans are valid for 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.

2.13    Initial consultations are charged at £60. However, this will be deducted from any subsequent treatment arranged and/or provided.

2.14    All X-rays & OPG scans that may be required during your consultation or prior to your treatment will be at an additional cost. The following charges will apply: £70 for X-Rays & OPGs

2.15    Aligner specific terms.

2.15.1  We will carry out your assessment correctly and professionally and we will share the treatment outcome with you as a simulation but be aware it is a simulation.

2.15.2  Aligners do not give you whiter teeth.

2.14.3  The shape of the natural teeth do not change with aligners and composite bonding may be required to perfect the final smile.

2.15.4  If you wear your aligners as prescribed and for 20 hours a day, you will achieve the proposed result. If you do not wear each aligner for the prescribed period, you will not get the planned result.

2.15.5  Sometimes, not wearing an aligner properly will manifest itself on the non-fitting of a future aligner. For example, failing to wear aligner 3 does not mean that aligner 4 will not fit, but aligner 6 may not fit.

2.15.6  Once the treatment has been completed, you must wear the retainers as prescribed. Failure to do so may result in relapse.

3. Consent

3.1     Acceptance as a client. All clients are required to complete, sign and return to us a written consent form before their Treatment Plan can begin (“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. You will also have access to a copy of the risks and benefits relevant to the treatment you have selected, as well as recommended after-care. At this point a contract will come into existence between you and us.

3.2    If you are under the age of 18 at the time of booking both you and your parent / guardian will need to complete the consent form and sign the Terms and Conditions.

3.3    If we are unable to accept you as a client, we will inform you and will not charge you for the Services or issue a full refund. This might be (although not limited to) because of 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 Services, or following consultation, we are unable to recommend you proceed with the Treatment Plan. 

4. Personal Details and Data Protection 

4.1    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.

4.2   We store all patient personal details on a computer system in accordance with the Act. All clinical notes, digital radio-graphs, digital photographs etc. remain our property. Copies of notes, radio-graphs and photographs can be made available on request.

4.3   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.

4.4   We do not have a contract with NHS England and all treatments are provided on a private basis only.

4.5   We will use the personal information that you provide to us to contact either by telephone, email or letter to:

4.5.1  provide services, including keeping you up to date on your treatment and your appointments;

4.5.2 process your payment for such Services;

4.5.3 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.

4.6   We will only give your personal information to third parties where the law either requires or allows us to do so.

4.7    We may use images and x-rays of your smile and teeth for marketing and educational purposes. Your identity will never be disclosed, unless you have provided specific authority for us to do so.

4.8    You consent to be photographed and videoed whilst undergoing treatment at Smiles and Smiles. 

4.9    You give permission for us (and all of our group companies) to use any photographic images and video footage captured, on the date above, 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. 

4.10   You give permission for us to enhance digitally and edit any and all images for all purposes. 

5. Fees and Payment 

5.2    You must make payment in full in order for the appointment to proceed. We require 25% of the total amount to be paid at the time of booking to secure your appointment. The remaining 75% must be paid prior to the treatment, but can be made on arrival at the clinic. We accept payment with all major credit and debit cards.

5.3    You may decide to pay for your treatment 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.

5.4    We are not a Finance Company. If you decide to pay for your treatment 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.

5.5    We do not allow Finance on any treatments under £500.

5.6    In cases where treatment is paid for on finance through a finance company, please be aware that the finance agreement must be accepted and signed prior to the start of that treatment.

5.7    We do not accept any payments by cheque.

5.8   We reserve the right to make an administrative charge for any debt passed to a debt collection agency. 

6. Your rights to make changes

6.1    If you wish to make a change to the Services agreed 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 treatment.

6.2   If it is not possible to make the changes you have requested, or you have changed your mind and have paid for the Services, providing you give us at least 5 days notice, we will issue a full refund. 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.

7. Our rights to make changes 

7.1    Minor changes to the Services. We may change the Services:

7.1.1  to reflect changes in relevant laws and regulatory requirements; or 

7.1.2 to implement minor technical adjustments and improvements to the way our clients are treated.

7.2   More significant changes to the Services and these Terms. We may make amendments to either these Terms or the Services at any time. If we do so we will notify you as soon as possible.

8. Providing the Services 

8.1    When we will provide the Services. We will supply the Services to you from the date you sign and return to us the required Consent Form in conjunction with you having made the necessary payment), until we have completed the Services, unless you or we end the Services. Given the number of variables in the Services 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.

8.2   We are not responsible for delays outside our control. If our performance of the Services 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.

8.3   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 Services you have paid for but not received.

8.4   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 Services 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.

8.5  We will not be liable for any injury caused to you as a result of your failure to provide relevant details.

8.6  Reasons we may suspend the Services. We may have to suspend the Services to:

8.6.1 deal with technical problems or make minor technical changes; 

8.6.2 update the Services to reflect changes in relevant laws and regulatory requirements;

8.6.3 make changes to the Services as requested by you or notified by us to you 

8.6.4  We will contact you in advance to tell you we will be suspending the Services unless the problem is urgent or an emergency. If we have to suspend the Services for longer than three months over the course of your treatment, you may contact us to end the contract and we will refund any sums you have paid in advance for Services not provided to you.

9. Late cancellation or missed appointments 

9.1  We require at least five working days’ notice if you wish to move or cancel your appointment. It is also your responsibility to update us on your contact details 

9.2  We require at least 5 working days before your 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.

9.3  If you fail to provide the required notice as per clause 9.1  and wish to re-book your appointment we es reserve the right to charge deposits for booking future appointments. These deposits will be deducted from the total cost of your treatment and are non-refundable unless otherwise specified.

9.4  If you miss your appointment and do not re-book, no refund will be given.

9.5  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. 

10 What happens if you are late for your appointment.

10.1  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.

10.2  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.

11 Your rights to end the contract

11.1   You can always end your treatment before it has been completed. You may contact us at any time to end the contract for the Services 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 9.2, the contract will end immediately, and we will refund you in full for any Services which have not been provided or have not been properly provided. The relevant reasons are:

11.2.1  we have told you about an error in the price or description of the Services you have requested, and you do not wish to proceed;

11.2.2 there is a risk the Services may be significantly delayed because of events outside our control;

11.2.3 we suspend the Services 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; or

11.2.4  you have a legal right to end the contract because of something we have done wrong.

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 Our rights to end the contract

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 Services, for example, your full medical history.

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 may stop providing the Services. We may write to you to let you know that we are going to stop providing the Services. We will let you know at least 48 hours’ notice in advance of our stopping the Services and will refund any sums you have paid in advance for Services which will not be provided

13. Treatment Satisfaction, Guarantee and Refund

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, but the treatment 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.

13.3   Should you wish to have the composite bonding removed, it is important to be aware that this process incurs an additional cost. The cost of composite bonding removal will be determined by the complexity and extent of the treatment required. The patient will be informed of the associated fees before the removal procedure is performed.

13.4   If you are dissatisfied with the appearance of your composite bonding, we encourage open communication and offer a consultation to discuss your concerns. Our dental professionals will assess the situation, provide professional advice, and explore potential alternatives or modifications to address the your dissatisfaction.

13.5  Our composite bonding treatments are guaranteed for various amounts of time. If you have had freehand composite bonding you are guaranteed for 3 months. If you have had Digital composite bonding you are guaranteed for 6 months and if you have had Lab Made Veneers you are guaranteed for 12 months. 

13.5.1  you have fully paid for the treatment and do not owe us any money for the treatment received;

13.5.2  the composite has not been damaged as a result of an accident, trauma or excessive grinding:-

13.5.3  you have followed all post treatment maintenance recommendations made by the dentist; and

13.5.4  you have attended a routine examination and have had a hygiene every 6 months, as prescribed by the dentist. 

14. Our responsibility for loss or damage suffered by you 

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 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 Services.

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 are not liable for business losses. We only supply the Services for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14.6  We will not provide compensation for any expenses resulting from re-arranged or cancelled treatment appointments. This includes costs associated with time away from work, food, transportation, and any other related expenses

15. Other important terms

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. How to contact us

16.1   You can contact us by telephone on [ 020 3814 7771] or by writing to us at info@smilesandsmiles.co.uk or to 146 Freston Road, London, W10 6TR.

16.2   If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address that you have provided to us.

17. Complaints Policy

17.1   We take complaints about our 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.

17.7   If you are unsatisfied with our internal handling of your complaint, you are free to forward your complaint to the Dental Complaints Service (www.dentalcomplaints.org.uk). If still unsatisfied, you may wish to forward your complaint to the General Dental Council.

18. Zero Tolerance Policy

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 behavior 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.