Refund Policy

1. General Refund Principles

At SmileBright Dental, we are committed to providing high-quality dental care and ensuring patient satisfaction. This refund policy outlines the circumstances under which refunds may be provided for dental services and products.

2. Services Covered by This Policy

• General dental examinations and consultations
• Preventive treatments (cleanings, fluoride applications)
• Restorative procedures (fillings, crowns, bridges)
• Cosmetic dentistry services
• Orthodontic treatments
• Dental implants and oral surgery
• Emergency dental care

3. Appointment Cancellations

Standard Appointments

• 24+ hours notice: Full refund of any deposit or pre-payment
• Less than 24 hours notice: Cancellation fee may apply (50% of scheduled service fee)
• No-show: Full service fee may be charged

Emergency Appointments

• Emergency appointments cancelled within 2 hours may incur a $50 cancellation fee
• Same-day cancellations due to illness (with medical certificate) will not be charged

4. Treatment-Specific Refund Conditions

Preventive Services

Refunds for preventive services (cleanings, examinations) are generally not provided once the service has been performed, except in cases of:

• Significant service failure
• Billing errors
• Duplicate charges

Restorative Treatments

For restorative work (fillings, crowns, bridges):

• Partial refunds may be provided if treatment fails within warranty period
• Refunds are calculated based on the proportion of treatment completed
• Material costs are generally non-refundable once custom work begins

Cosmetic Dentistry

• Consultation fees are non-refundable once the consultation is completed
• Treatment deposits are refundable if cancelled more than 48 hours in advance
• Completed cosmetic work is generally non-refundable unless there is a defect in materials or workmanship

Orthodontic Treatment

• Initial payment is refundable within 14 days if treatment has not commenced
• Once treatment begins, refunds are calculated based on treatment progress
• Appliance costs are non-refundable once custom devices are fabricated

5. Warranty and Guarantee Terms

Restorative Work Warranty

• Fillings: 2-year warranty against defects
• Crowns and Bridges: 5-year warranty on materials and workmanship
• Dentures: 1-year warranty on fit and function

Warranty Conditions

Warranties are subject to:

• Regular dental check-ups and cleanings
• Following post-treatment care instructions
• No damage from accidents or misuse
• Continuation of good oral hygiene practices

6. Refund Process and Timeline

How to Request a Refund

1. Contact our office within 30 days of the service date
2. Submit a written refund request explaining the circumstances
3. Provide relevant documentation (receipts, treatment notes)
4. Allow up to 14 business days for review and processing

Refund Methods

• Original payment method (preferred)
• Bank transfer (for large amounts)
• Practice credit for future services
• Cash (for small amounts only)

7. Non-Refundable Items and Services

• Custom laboratory work once fabrication begins
• Prescription medications dispensed
• Third-party specialist referral fees
• Imaging studies (X-rays, 3D scans) once completed
• Administrative fees for insurance processing

8. Insurance and Third-Party Payments

Insurance Claims

• We will assist with insurance refunds where applicable
• Direct billing refunds are processed through your insurance provider
• Out-of-pocket refunds follow our standard refund process

Payment Plan Refunds

• Refunds on payment plans are calculated based on services received
• Interest charges are non-refundable
• Early termination fees may apply

9. Consumer Rights

Under Australian Consumer Law, you have rights regarding:

• Services fit for purpose: Services must be suitable for their intended use
• Reasonable care and skill: Services must be performed with appropriate professional standards
• Reasonable time: Services must be completed within a reasonable timeframe

10. Dispute Resolution

Internal Resolution

1. Discuss concerns with your treating dentist
2. Escalate to practice manager if unresolved
3. Request formal review by practice owner/principal dentist

External Resolution

If internal resolution is unsuccessful, you may contact:

• Office of Fair Trading Queensland
• Australian Competition and Consumer Commission (ACCC)
• Health Care Complaints Commission
• Dental Board of Australia

11. Special Circumstances

Medical Emergencies

• Refunds for cancelled appointments due to medical emergencies (with documentation)
• Compassionate refunds may be considered for family emergencies

Practice Closure or Dentist Unavailability

• Full refund of prepaid services if we cannot provide the service
• Assistance with transferring care to another provider
• Prorated refunds for ongoing treatment plans

12. Policy Updates

This refund policy may be updated from time to time. Changes will be communicated to patients and posted on our website. The current policy applies to all services from the effective date forward.

13. Contact Information

For refund requests or questions about this policy:

SmileBright Dental
45 Queen Street
Brisbane QLD 4000, Australia
Phone: +61 7 3812 3456
Email: [email protected]

Office Hours for Refund Processing:
Monday - Friday: 9:00 AM - 5:00 PM
Response time: Within 2 business days