Booking Policy

At Seren Dental, we treat every patient with respect, providing the time and attention you deserve alongside exceptional standards of care.

We understand that life can be busy and unpredictable. If you need to cancel or reschedule your appointment, please notify us as soon as possible.

Cancellation Notice Periods

The minimum notice required depends on the length of your appointment:

• Up to 1 hour – 24 hours’ notice

• 1 to 2 hours – 48 hours’ notice

• More than 2 hours – 72 hours’ notice

You may contact us by telephone during opening hours, leave a voicemail outside of these hours, or email us at info@serendental.co.uk.

Please note: Weekends and public holidays are not included in the notice period.

Example for Monday Appointments (9am)

• Up to 1 hour – Notice required by Friday 9am

• 1 to 2 hours – Notice required by Thursday 9am

• More than 2 hours – Notice required by Wednesday 9am

If insufficient notice is given or you fail to attend, a late cancellation or failure to attend fee will apply. Some or all of your deposit may be retained depending on the appointment type and duration.

If this occurs twice, future appointments will require a £250 per hour deposit, payable at the time of booking and refundable if you attend.

Late Attendance

Appointments are scheduled carefully to allow clinicians sufficient time to provide high quality care.

If you are running late, please contact us immediately. Your clinician will decide whether there is enough time to proceed. If not, the appointment will need to be rescheduled and a late cancellation fee will apply.

If treatment can proceed but requires additional time, this will incur an additional fee.

Deposits & Prepayment Policy

We schedule appointments expecting you will attend and undergo your planned treatment. Deposits confirm your commitment to attend.

Refundable deposits are returned provided the appropriate notice period is given.

Please note:

• Full prepayment and or deposits may be required

• Automatic charges may be applied where insufficient notice is given

• No payments over £300 can be accepted over the phone

• Credit card payments must be agreed in advance and may incur fees

Dental Plan Patients

Patients enrolled in one of our Dental Plans must maintain a refundable deposit on file to secure routine appointments such as check ups and hygiene visits.

Deposit Terms

• A deposit equal to the value of the appointment is required

• The deposit confirms intent to attend and is not a payment

• Deposits may be refunded at any time upon request

• If a refund is requested while an appointment is booked, the appointment will be cancelled

After attending an appointment, the deposit may either:

• Be refunded, or

• Remain on file to secure your next visit

Missed or Late Cancelled Appointments

If you miss or cancel with insufficient notice, your deposit will be retained.

Routine plan appointments must be attended or rebooked within 6 weeks to maintain active plan cover. Failure to do so may affect eligibility for ongoing implant support.

Treatment Specific Deposit Requirements

New Patient Consultations, Recalls, Emergency, Hygiene & Imaging

Full payment is required in advance. Failure to attend will result in loss of the full fee.

Fillings & Extractions

• £100 per hour booked as a non refundable deposit

• Appointments over 3 hours require £250 per hour deposit

• Full balance payable before entering surgery

• Missed appointments require a new deposit to rebook

Crown & Bridge Treatment

• £100 per hour deposit at booking

• 50 percent of treatment fee taken at tooth preparation

• Missed appointment fee of £100 per hour

• Balance payable before fit stage

Dentures

• 50 percent payable at impression stage

• £100 per hour lost if initial appointment is missed

• £50 non refundable deposit required for each subsequent visit

• Balance payable before fit stage

Implants

• £100 per hour deposit

• Over 3 hours requires £250 per hour

• Missed appointments incur £100 per hour fee

• For longer appointments, up to £380 per hour may be retained

• Remaining balance payable before entering surgery

Other Treatments

In certain cases such as oral surgery, root canal treatment, surgical consultations or second opinions, full or partial deposits may be required at our discretion.

Changing Your Mind

If you change your mind before treatment begins and before third parties such as laboratories have been instructed, and within the appropriate notice period, no fees will be payable and refundable deposits will be returned.

If treatment has commenced or consent has been given, all allocated clinician and surgery time will be chargeable. Laboratory and material costs remain payable in full.

If treatment finance has been arranged, refunds will be processed minus applicable finance provider fees.

Appointment Reminders

We send automatic confirmation emails at the time of booking. Please ensure we hold your correct contact details.

Our team may also call the day before to confirm attendance and conduct pre appointment checks. Text messages and voicemails may also be sent.

These reminders are a courtesy. Patients are responsible for keeping track of their appointments.

Thank you for your understanding and cooperation.