TERMS & CONDITIONS
Terms and Conditions
1. Introduction
Welcome to www.smileclinicgroup.com (the "Website"). This Website is owned and operated by Smile Clinic Group ("we," "us," "our"). By accessing and using this Website, you agree to be bound by these Terms and Conditions ("T&Cs"). If you do not agree with any part of these T&Cs, please refrain from using our Website.
2. Definitions
- "Website" refers to www.smileclinicgroup.com.
- "We," "us," "our" refer to Smile Clinic Group.
- "You," "your," refer to the user or visitor of our Website.
3. Use of the Website
You may use our Website for personal, non-commercial purposes in accordance with these T&Cs. The content provided on our Website is for general informational purposes only and does not constitute professional dental advice. We reserve the right to modify, suspend, or discontinue any part of the Website at any time without prior notice.
4. Appointments and Cancellations
Appointments can be booked online, over the phone, or in person at one of our clinics. You are responsible for ensuring that all information provided during the booking process is accurate.
If you need to cancel or reschedule your appointment, please provide at least 48 hours' notice. Failure to do so may result in a cancellation fee. Missed appointments without prior notice may also incur a fee.
5. Services Provided
Smile Clinic Group offers a range of dental services, including but not limited to routine check-ups, cosmetic dentistry, and restorative procedures. Treatment plans are tailored to individual patients and may be subject to change based on the dentist's professional judgment. All services are provided subject to availability and professional discretion.
6. Fees and Payments
Fees for dental services are provided upon consultation and may vary depending on the treatment required. Payment is due at the time of treatment unless otherwise agreed. We accept cash, credit/debit cards, and other payment methods as specified on our Website.
Deposits or prepayments are required for certain treatments. A deposit of 50% of the total estimated treatment cost is required at the time of booking the appointment. Refunds are not typically provided once treatment has commenced, except in circumstances where services cannot be completed as planned.
7. Privacy and Data Protection
Your privacy is important to us. We collect, use, and protect your personal data in accordance with our Privacy Policy, which complies with the General Data Protection Regulation (GDPR). Please review our Privacy Policy to understand how we handle your personal information.
8. Intellectual Property
All content on this Website, including text, images, logos, and other materials, is the intellectual property of Smile Clinic Group unless otherwise stated. Unauthorized use, reproduction, or distribution of any content from this Website is prohibited.
9. Third-Party Links
Our Website may contain links to third-party websites for your convenience. We do not endorse or take responsibility for the content, accuracy, or privacy practices of these external sites. Accessing third-party websites linked from our Website is done at your own risk.
10. Limitation of Liability
While we strive to ensure that the information on our Website is accurate and up-to-date, we do not warrant the completeness or reliability of any content. We are not liable for any direct, indirect, incidental, or consequential damages arising from the use of our Website or the services provided, including but not limited to loss of data, profits, or business opportunities.
11. Governing Law
These T&Cs are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these T&Cs or your use of the Website shall be subject to the exclusive jurisdiction of the courts of England and Wales.
12. Changes to Terms and Conditions
We reserve the right to amend these T&Cs at any time. Any changes will be posted on this page and will take effect immediately upon posting. It is your responsibility to review these T&Cs regularly to ensure you are aware of any updates.
13. Contact Information
If you have any questions or concerns regarding these T&Cs, please contact us at:
Smile Clinic Group: smileclinicgroup@gmail.com
14. Complaints Procedure
At Smile Clinic Group, we are committed to providing the highest standards of care and service to all our patients. However, if you feel that we have fallen short of your expectations, we encourage you to let us know. Your feedback helps us to continually improve our services.
How to Make a Complaint
If you wish to make a complaint, you can do so in any of the following ways:
1. In Person:
You can speak directly to the Practice Manager or any member of our staff during your visit to the clinic. We will listen to your concerns and aim to resolve the issue immediately.
2. By Phone:
You can call us and ask to speak to the Practice Manager. If the manager is not available, we will arrange for them to return your call at the earliest opportunity.
3. In Writing:
You can send a written complaint to the practice address.
Please provide as much detail as possible about your complaint, including the date and time of the incident, the staff involved, and a clear description of the issue.
4. By Email:
You can email your complaint to the practice directly. Please include "Complaint" in the subject line to ensure it is directed to the appropriate person.
What Happens Next?
1. Acknowledgement:
- We will acknowledge receipt of your complaint within 3 working days, either by phone, email, or in writing, depending on how the complaint was made. We will provide you with the name and contact details of the person handling your complaint.
2. Investigation:
- We will thoroughly investigate your complaint. This may involve reviewing patient records, speaking with staff members involved, and assessing any relevant documents or evidence. We may also contact you for further information or clarification.
3. Response:
- We aim to provide a full response to your complaint within 10 working days. If we need more time to investigate, we will inform you of the delay and provide a revised timeline.
4. Outcome:
- Once the investigation is complete, we will provide you with a detailed explanation of our findings, including any actions taken to address the issue. If appropriate, we will also offer an apology and explain what steps we are taking to prevent the issue from recurring.
If You Are Not Satisfied
If you are not satisfied with our response, you can request a review of your complaint. The review will be conducted by a senior member of our team who was not involved in the initial investigation.
External Resolution
If we are unable to resolve your complaint to your satisfaction, you may contact the following external organizations for further assistance:
1. Dental Complaints Service (for private patients):
Website: [Dental Complaints Service](https://www.dentalcomplaints.org.uk)
Phone: 020 8253 0800
Address: Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
2. NHS England (for NHS patients):
Website: [NHS England Complaints](https://www.england.nhs.uk/contact-us/complaint/)
Phone: 0300 311 2233
Email: england.contactus@nhs.net
Address: NHS England, PO Box 16738, Redditch, B97 9PT
3. The General Dental Council (GDC):
If your complaint relates to professional misconduct, you may contact the GDC.
Website: [General Dental Council](https://www.gdc-uk.org)
Phone: 020 7167 6000
Address: General Dental Council, 37 Wimpole Street, London, W1G 8DQ
Confidentiality
All complaints will be handled with the utmost confidentiality. We will only share information with individuals directly involved in the investigation and resolution of your complaint. Your personal information will be protected in accordance with our Privacy Policy and data protection laws.
Continuous Improvement
We are committed to learning from complaints and using them as an opportunity to improve our services. We regularly review all complaints and the actions taken to address them as part of our quality assurance processes.