Appointment Cancellation & Deposit Forfeiture Policy

To ensure our partner clinics and Clinical Dental Technicians can maintain efficient surgery schedules and deliver care to patients needing urgent denture care, Denturaa (Denturaa) enforces a strict mandatory 48-hour cancellation and rescheduling policy across all partner clinic hubs.

If you wish to cancel or reschedule your confirmed appointment, you must provide AT LEAST 48 HOURS' ADVANCE NOTICE prior to your scheduled appointment time.

• Minimum 48 Hours Notice Required: Any cancellation, change of time, or appointment rescheduling request must be received at least 48 hours before your appointment start time.
• How to Give Notice: Notice must be submitted via your online booking portal link, by emailing [email protected], or by notifying your host treating clinic directly in writing or via confirmed phone call.

All booking deposits and advance consultation payments are strictly non-refundable.

By placing a deposit or making a payment for an appointment or clinical treatment, you explicitly acknowledge and agree to the following forfeiture conditions:

• Cancellation Under 48 Hours: If you cancel, reschedule, or attempt to modify your appointment with LESS THAN 48 HOURS' NOTICE, your deposit and any advance moneys paid for that appointment slot will be strictly lost and non-refundable.
• Non-Attendance & No-Shows: If you fail to attend your scheduled appointment ('no-show') or arrive so late that the clinician cannot conduct your assessment, all deposits and moneys paid will be completely lost to cover reserved surgery overheads, clinician time, and administrative costs.
• Custom Laboratory Manufacturing Started: Once an initial clinical assessment, impression, or bite registration has been performed and laboratory fabrication of your custom denture or framework has commenced, ALL treatment payments and deposits are non-refundable. Custom prosthetics are bespoke medical devices exempt from cancellation rights under the UK Consumer Rights Act 2015.

We understand that unforeseen life events happen. Our rescheduling rules operate as follows:

• Notice Given Over 48 Hours: If you notify us or the host clinic at least 48 hours before your appointment, your deposit may be transferred once to a new available appointment slot within 30 days without financial penalty.
• Notice Given Under 48 Hours: If you request a date or time change with less than 48 hours' notice, your initial deposit is forfeited and lost. A new booking deposit will be required to secure a fresh appointment time.

Forfeited deposits and late cancellation charges are recorded and processed under regulated financial rules:

• Stripe Transaction Records: All deposit payments, forfeited funds, and transaction histories processed via Stripe are retained in accordance with financial audit requirements, fraud prevention protocols, and UK tax laws.
• Patient Finance Agreements (Tabeo): Cancelling an appointment with less than 48 hours' notice or failing to attend does not relieve you of obligations under signed Tabeo credit agreements for custom lab work already in progress. Any late cancellation fees or replacement deposit requirements are billed separately.

In rare instances, a host clinic, dentist, or Clinical Dental Technician may need to reschedule an appointment session due to clinician illness, clinical emergency, or unforeseen facility maintenance.

In such events, the host clinic will contact you as early as possible to offer an alternative appointment time. If a suitable alternative date cannot be agreed upon, any unspent initial deposit paid directly to secure that specific booking will be transferred to a new slot or returned in full.

This Cancellation Policy is governed by and construed in accordance with the laws of England and Wales.

This policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 regarding bespoke custom-made medical devices and time-sensitive appointment room bookings.