1. These terms
1.1 These are the Terms and Conditions on which we supply services to you.
1.2 Please read these Terms and Conditions carefully. They tell you who we are, how we will provide services to you, how we and you may change or end the contract, what to do if there is a problem and other important information.
1.3 If you think that there is a mistake in these Terms and Conditions then please contact us to discuss.
1.4 In the event of an inconsistency between these Terms and Conditions and the content of any literature provided by us to you, then these Terms and Conditions shall prevail.
1.5 A large font version of this document is available, should it be required please do let us know
2. Definitions and interpretation
2.1 In these Terms and Conditions the following words shall have the following meanings:
2.1.1 “Dentist(s) / Senior Dentist(s)” A general dental practitioner being registered to practice with the General Dental Council
2.1.2 “Hygienist(s)” A hygienist registered to practice with the General Dental Council
2.1.3 “Non-Surgical Treatment(s)” Treatment supplied by us not being a surgical Procedure.
2.1.4 “Nurse(s)” A dental nurse registered to practice by the General Dental Council
2.1.5 “Orthodontic Therapist(s)” An orthodontic therapist is a registered member of the dental team. They assist dentists/orthodontists in carrying out orthodontic treatment and provide some aspects of the treatment themselves.
2.1.6 “Patient(s)” Any person who has entered or is contemplating entering into a contract for a Procedure or Non-Surgical Treatment from us
2.1.7 “Practice Policies and Procedure(s)” A folder, in head office, outlining all Practice Policy and Procedures provided to patients where applicable.
2.1.8 “Procedure(s)” A procedure to be procured by us for a Patient of a dental, surgical, or orthodontic nature to be performed by a Specialist, Dentist, Hygienist, Orthodontic Therapist or Nurse.
2.1.9 “Relevant Practitioner(s)” A Specialist, Dentist, Hygienist, Orthodontic Therapist or Nurse (as the case may be);
2.1.10 “Relevant treatment(s)” The Procedure or Non-Surgical Treatment booked through us and carried out, or to be carried out, on the Patient by a Relevant Practitioner.
2.1.11 “Icedent Dental & Aesthetics & Icedent Limited” The Private (Non NHS) dental practice located at 69 Wimpole Street, London W1G 8AS and 85-87 Borough High Street, Talbot Yard, London SE1 1NH whose details are further delineated at clause 3 referred to as such or “We”;
2.1.12 “Icedent Dental & Aesthetics & Icedent Limited’s Complaints Procedure(s)” The complaints procedure referred to in the Practice Policy and Procedures.
2.1.13 “Specialist(s)” A dental practitioner being registered to practice with the General Dental Council (GDC) having met certain requirements and been given the right by the GDC to use the title ‘specialist’.
3. Information about us and how to contact us
3.1 We are Icedent Dental & Aesthetics & Icedent Limited registered in England and Wales. Address 74 Walm Lane London NW2 4RA & CQC Registered Private Dental practice
3.2 You can contact us by telephoning 0203 5833296 or by writing to us via email at ([email protected])
3.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us at your first consultation & registration
3.4 “Writing” includes emails and when we use the words “writing” or “written” in these terms, this includes emails.
4. Our contract with you and our obligations
4.1 A contract comes into existence between you and us when we confirm that we are able to provide you with a relevant treatment or treatment plan as provided and advised via email or in clinic only, once the relevant agreed deposit and commitment has been put in place; all agreement without payments remains quotes which are subject to 7 days validity.
4.2 If we are unable to provide you with a Relevant treatment, we will inform you of this and the reasons why.
4.3 In providing a relevant treatment for a patient, Icedent Dental & Aesthetics shall:
4.3.1 Provide suitable facilities for the provision of procedures and Non-Surgical Treatment by Specialists, Dentists, Hygienists, Orthodontic Therapists or Nurses (as the case may be);
4.3.2 Provide the Patient via the Relevant Practitioner with such information that can be reasonably expected to be necessary for the Patient to understand the nature of the Relevant treatment being offered and the risks and conditions normally attendant on such Relevant treatment.
4.3.3 If our performance of a Relevant treatment is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
4.3.4 Later than expected for you due appointment by our dental associates, as such our right to you is to inform you of this while you arrive or prior which ever takes place first, we may have to see other patients for longer than expected, or if deemed urgent and our staff will inform you, and we expect our patients to be aware of such, should you wish to be rescheduled or cancelled our staff member will be at hand to assist further.
5. Patient obligations
The Patient shall be responsible for reading and understanding the treatment plan(s) or information literature provided and the Privacy Policy prior to consenting to undergo any Relevant treatment. We require certain information from you to be completed prior to treatment and we will process and protect your personal information in accordance with the Privacy Policy. If you do not provide us with this information within a reasonable time of us asking for it or you provide us with incomplete or incorrect information, we reserve the right not to perform the relevant treatment. Please also note your obligations under clause 14.
6. Payment and finance
6.1 The Patient shall pay a deposit of an amount stipulated by Icedent Dental & Aesthetics prior to an appointment with a Relevant Practitioner being made.
Icedent Dental & Aesthetics Refund Policy shall apply to such deposit subject to review of each appointment as provided, in order to secure any appointment and allocated time with the specific practitioner, failing to do so an appointment may not be offered, in exception of any offered free no obligation consultation where no deposits are required
6.2 The balance of the fee for the Relevant treatment shall be paid in accordance with the payment schedule agreed with the Patient before the first appointment is booked.
6.3 Payments for Relevant treatments are currently exempt from VAT, but all sums payable to Icedent Dental & Aesthetics, unless otherwise stated, are exclusive of any VAT and other duties or taxes that may from time to time be payable.
6.4 For Patients’ convenience we accept, debit cards, and credit cards, including American Express (AMEX) cards and Bank Transfer.
6.5 Finance options are available. 0% interest finance is available for up to 12 months via our third party finance provide TABEO, subject to their credit checks, if approved a 10% min deposit will be required before any loan agreement can get started as well as any treatment taken by the Credit Lender and not Icedent Dental & Aesthetics
6.6 Direct Bank Transfers are possible and bank account details are available on request. Icedent Dental & Aesthetics & Icedent Limited require full name of the Patient as reference. International transfer fees are wholly payable by the Patient please ask for details
6.7 All finance applications (forms) and e-signatures must be completed by the end of the current offer date or the date stipulated in the correspondence to you; otherwise Icedent Dental & Aesthetics & Icedent Limited cannot guarantee the cost of your treatment.
7. Special offers and free consultations
7.1 From time to time Icedent Dental & Aesthetics run special offers or other forms of Patient purchase incentive. Although unlikely before any specified offer deadline, Icedent Dental & Aesthetics reserve the right to extend, amend and/or withdraw any offer at any time without notice. This will also apply to any marketing platforms used such as Social Living or Wowcher or any advertised by any third party. Their terms and conditions should be read separately as we are not responsible for their provided terms and conditions, and so we are no associated with any of their terms and conditions
7.2 All special offers are subject to availability and suitability upon request and pre advise; Any quoted Treatments via WhatsApp, Emails or Verbal are only valid for 7 days from the date given or advised, until a firm commitment or prepayment of an agreed fees in writing no firm price will be agreed and no confirmation will be advised; we reserve the right to review any quoted treatment without prejudice and we reserve the right to refuse to apply any pre given discounts offered or advised.
7.3 All Patients will require a Dental examination at a charge or a Free Consultation to determine eligibility for any special offer being run or honoured
7.4 Please check our website for special offers. These offers are available on a standalone basis and are available to patients who attend a free consultation by the date advertised on our website or advised to you by one of our Relevant Practitioners.
7.5 Subject to clause 7.6 Icedent Dental & Aesthetics & Icedent Limited offer a free 15 minute consultation for new Patients either face to face or via our online assessment tool such as WhatsApp or Phone. Suitable options are discussed, and any relevant treatment recommended will be dependent on a full clinical assessment. Please note that all X-rays and any other appointments with a relevant practitioner other than a Dentist are excluded from the free consultation. If further external investigations or specialist referrals are required to help assess and deliver your case requirements satisfactorily, Icedent Dental & Aesthetics will not be able to cover the cost for these, for example, but not limited to, specialist consultations, 3D X-rays and imaging etc;
7.6 Free consultation is only limited to one time per new patient if you miss your free consultation a charge may apply to have you booked in again
7.7 Icedent Dental & Aesthetics provide the free consultation on a no-obligation basis, and on first come first served basis
7.8 Icedent Dental & Aesthetics & Icedent Limited reserves the right to refuse patients if found unsuitable, or do not comply with our zero tolerance policy or if we feel any threat of any sort form such patient further action will be taken further if deemed necessary*refer to section 13.
8. Relationship with Relevant Practitioner
8.1 Icedent Dental & Aesthetics accept no responsibility for matters which are within the professional responsibility of the Specialists, Dentists, Hygienists, Orthodontic Therapists or Nurses;
8.2 Icedent Dental & Aesthetics Specialists, Dentists, Hygienists and Orthodontic Therapists are independent contractors and are not employed by Icedent Dental & Aesthetics or Icedent Limited. Nothing in these Terms and Conditions is intended to be construed as creating an employee-employer relationship between Icedent Dental & Aesthetics & Icedent Limited and any Specialists, Dentists, Hygienists and Orthodontic Therapists.
8.3 Icedent Dental & Aesthetics & Icedent Limited shall satisfy itself that:
8.3.1 The Relevant Practitioner is insured against claims for professional negligence on terms that Icedent Dental & Aesthetics & Icedent Limited reasonably considers are normal given prevailing market conditions at the relevant time with either the Dental Defence Union, the Dental Protection Society or another appropriate Dental Defence or Insurance organisation and;
8.3.2 The Relevant Practitioner holds the necessary qualifications and registration.
8.4 Without prejudice to the generality of 8.3 above the Specialists or Dentists are solely responsible for deciding whether or not the Patient is suitable for the Relevant treatment.
9. Complaints
In the event that the Patient is unhappy with an aspect of the service provided, the complaint should be made as soon as possible to the Complaints Manager. If they are unable to resolve the complaint to the reasonable satisfaction of the Patient, Icedent Dental & Aesthetics & Icedent Limited’s Complaints Procedure shall apply.
10. Confidentiality and data protection
10.1 Icedent Dental & Aesthetics & Icedent Limited processes data relating to patients in connection with the Relevant treatment provided to those Patients in accordance with the Privacy Policy
10.2 Icedent Dental & Aesthetics & Icedent Limited needs to disclose data relating to Patients to the Specialists, Dentists, Hygienists and Orthodontic Therapists in the course of the Relevant treatment and such disclosure will be in accordance with the Privacy Policy.
10.3 The disclosure of data relating to Patients to the Specialists, Dentists, Hygienists and Orthodontic Therapists may include special category data concerning health and such disclosure will be in accordance with the Privacy Policy.
10.4 All of Icedent Dental & Aesthetics & Icedent Limited’s members of staff and the Specialists, Dentists, Hygienists and Orthodontic Therapists are bound by contractual obligations of confidentiality.
10.5 We may pass your personal information to credit reference agencies where we have extended finance to you in accordance with the Privacy Policy and they may keep a record of any search that they do this only applies if we provide finance agreement direct to you
11. Refund policy
11.1 Icedent Dental & Aesthetics wants the Patient to be entirely satisfied with their care and treatment. If a filling, root canal treatment, crown or bridge fails within a calendar year, Icedent Dental & Aesthetics will provide a repair or replacement at no charge to the Patient providing this has been assessed as not Patient’s negligence, if clinically suitable subject to review and assessment by the appropriate clinician
11.2 Where laboratory work is involved, e.g. the Patient is in the middle of having a denture, crown, or bridge made, or if moulds/scans have been sent for construction of any type of orthodontic appliance and the work has already been started or completed by the laboratory, the full fee may be kept to cover the cost of the laboratory invoice and any previous or pending appointments.
11.3 If the Patient is not happy with the work completed by the Relevant Practitioner, all measures will be taken to resolve the problem. Before issuing a refund, the Patient will be required to attend a review appointment so that the Relevant Practitioner is given the opportunity to put things right. If the Patient does not wish to see the Relevant Practitioner involved, he/she will be made an appointment with another Relevant Practitioner at Icedent Dental & Aesthetics. Refunds will be processed accordingly if agreed and pre advised.
Consultation booking deposits made by card will be refunded to the credit/debit card as soon as practically possible. All other refunds will be made by bank transfer including appointment deposits paid in the forms agreed whenever possible.Subject to cancellation policies.
Veneers and Composite Bonding as such are none refundable, unless clinically investigated by a clinician and a full report has been provided to establish the nature of the issue. if you change your mind or didn’t like the work completed this is not a clinical failure and we should reserve the right to remove the work provided, should you wish to be partially refunded as such, as we will not refund the full cost of treatment on any provided treatment still in place.Composite Bonding warranty will be covered by the clinical team for up-to 90 days from the day of the treatment date, after which we reserve the right to charge a repair fee as pre-advised or prior to appointment. Veneers will be covered by 1 year warranty. we expect all of our patients to make the necessary effort to look after the treatments provided.
12. Late arrival and cancellation policy
Icedent Dental & Aesthetics asks all its patients for at least 48 hours kind advance notice for cancelling or rescheduling an appointment, otherwise a fee will be payable/applicable. Please note all cancellation fees must be paid prior to scheduling another appointment. If the Patient is late by more than 10 minutes the Relevant Practitioner may not be able to see the Patient and the deposit will not be refunded. Although extremely rare, appointments may need to be rescheduled by Icedent Dental & Aesthetics at short notice should any emergency situation arise or equipment failure occur within the premises. Icedent Dental & Aesthetics does not compensate for any late cancellations or consequential losses. Text messages, email appointment reminders, and telephone calls are a courtesy and cannot be relied upon. It is up to the Patient to note their appointment in their own diary and attend at the appropriate time and make every effort to attend their scheduled and offered appointment.
13. Zero tolerance on violence and aggression policy
All Patients attending Icedent Dental & Aesthetics facilities will be treated with respect and dignity at all times. No member of staff has the right to be abusive to patients or their visitors and any such incidents will be treated as a disciplinary matter. Equally, Icedent Dental & Aesthetics does not condone any form of abuse of staff members by patients (either in person, on the phone or in writing) or visitors and if such a situation should occur, Icedent Dental & Aesthetics reserve the right to terminate any provision of care, and request such patient or visitor to leave its premises immediately, further action will be taken to remove such patient with help of the local authority. We do not tolerate any form or shape of bullying, pressure or threat(s) from patients to offer any sort of treatment at their desired cost or quote, we will terminate any contacts and conversation with such patient or visitor;
14. Insurance form policy
14.1 Whilst Icedent Dental & Aesthetics & Icedent Limited staff endeavour to offer a complimentary service to submit relevant forms for the Patient to claim back against their insurance policy, Icedent Dental & Aesthetics & Icedent Limited will not be held responsible for any delays or errors resulting from this. Even if the Patient permits Icedent Dental & Aesthetics & Icedent Limited to send forms on the Patient’s behalf to the relevant company, the Patient must check the details (both personal and for professional services rendered) are indeed correct.
14.2 Errors in omission and commission, delays in insurance paybacks, and no payment back are possible consequences. It is the Patient’s responsibility to check your insurance policy terms and criteria before embarking on treatment. Icedent Dental & Aesthetics & Icedent Limited accepts no liability for this.
15. Personal details and communication
15.1 Icedent Dental & Aesthetics & Icedent Limited predominantly corresponds via email and occasionally by telephone, text message or post/fax. Should there be any changes to personal details, it is the Patient’s responsibility to inform Icedent Dental & Aesthetics & Icedent Limited. This will include, but is not limited to the Patient’s current telephone number, email address, postal address, home address, and medical history updates.
15.2 We will use personal details to send you emails and text messages and to contact you by phone about your appointments and Relevant treatment(s). We will also use emails, text messages and phone calls to inform you about similar services we offer, discounts and special offers where you have provided us with consent to do so.
15.3 You can unsubscribe from emails at any time by clicking on the link. You can also contact us using the methods set out at the beginning of these Terms and Conditions to notify us if you no longer wish to receive text messages or phone calls. Please note, if you unsubscribe or ask us not to contact you via these methods you may not receive communications about your appointments or Relevant treatment(s).
15.4 We do not share your data with third parties for marketing purposes.
16. Other important terms
16.1 Icedent Dental & Aesthetics & Icedent Limited reserve the right to transfer their rights and obligations under these terms to another organisation.
16.2 This contract is between you and Icedent Dental & Aesthetics & Icedent Limited and no other person shall have any rights to enforce any of its terms.
16.3 If a Court finds that any of these Terms and Conditions are illegal then the rest will continue in full force and effect.
17. Legal jurisdiction
The service provided by Icedent Dental & Aesthetics & Icedent Limited and Relevant Practitioners shall be governed by the laws of England and Wales, whose courts shall have exclusive jurisdiction.
Code of Practice for Patient & Complaints Policy
We take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.
Our aim is to react to complaints in the way in which we would want it to be resolved in the best interest of our patients
The person responsible for dealing with any complaint about the service which we provide is the Practice Manager Mr Heil Labed
- If a patient complains on the telephone, via email or any other communication means or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately or the Dental Clinician in charge. If the Practice Manager is not available at the time or the matter involves the treating clinician, then the patient will be informed so and when they will be able to talk to the Practice Manager or the dental clinician or associate in charge, and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager or the dental clinician in question. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it, subject to the nature of the complaint or issue, this is to be advised and addressed at the early stage of the raised concern, or complaints
- If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager named above and the dentist whom the patient is under his or her care
- If a complaint is about any aspect of clinical care, or provided treatment(s) or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen for a valid reason in our opinion to decided.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
- We will seek to investigate the complaint within ten working days of receipt to explain the circumstances which led to the complaint. If the patient cannot or does not wish to meet us, then we will attempt to talk to them on the telephone, or by mean of originally communicated complain and whichever the patient feel comfortable with; If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.in general we aim to offer a resolution within the first week or 3 days of receipt of the complaint; if a clinical expertise is required and third party input is required the extended time for the complaint will be 28 days.
- We Expect patients to be reasonable within their fair judgement of the nature of their complaints and to comply fully with our suggested resolution(s) whether a commuting or attendance to our clinic, or attending a referred dental clinician or specialist is required patient(s) should make the necessary steps to cooperate and attend the booked appointment to facilitate the resolving of the complaint and matter or issue(s) raised.
- We will confirm the decision about the complaint in writing immediately after completing our investigation. We shall include our response and how we shall also follow up with the response either from the dental clinician in charge or in question or and the practice Manager.
- Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
- If patients are not satisfied with the result of our procedure, then a complaint may be made to:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk.
The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk.
The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct