Refund, Payment & Patient Finance Policy

This Refund, Deposit & Payment Policy governs all deposits, consultation fees, treatment payments, and financial transactions arranged through Denturaa (Denturaa) and our partner clinical hubs.

By placing a deposit, paying a consultation fee, or agreeing to a treatment plan, you acknowledge and agree to the payment processing, fraud investigation, and refund conditions set out in this policy under English law.

Online deposits, consultation fees, and card payments processed through our website or digital invoice links utilize Stripe, Inc. and its UK affiliate entities as our primary payment gateway processor.

By submitting payment details, you acknowledge and agree to the following mandatory payment processing terms:

• Data & Transaction Holding: Stripe holds payment transaction records, billing addresses, card tokenization identifiers, deposits, and moneys paid on our behalf under encrypted security protocols.
• Fraud & Crime Prevention Investigations: Stripe and financial institutions may monitor, analyze, hold, or investigate transactions for fraud detection, identity verification, anti-money laundering (AML) compliance, and crime prevention in accordance with UK financial regulations.
• Moneys Paid & UK Law: All deposits, card charges, and moneys paid via Stripe are processed in Great British Pounds (GBP £) and are governed by applicable English and UK laws.
• Chargeback Governance: In the event of a disputed transaction or chargeback request, payment logs and booking records may be shared with merchant banks and card issuers to investigate potential fraudulent activity.

Where patients choose to spread the cost of their custom dentures or implant-retained prosthetics using patient finance options, credit facility agreements are arranged through specialized third-party financial institutions, including Tabeo Broker Limited and allied FCA-regulated lenders.

If you apply for or utilize patient financing, you explicitly agree to the following terms:

• Credit Searches & Identity Checks: Finance providers (such as Tabeo) and partner credit reference agencies (e.g. Experian, Equifax, TransUnion) may conduct soft or hard credit searches, credit scoring, and identity verification checks as part of your application.
• Data Retention & Transaction Holding: Finance providers retain credit application records, personal identity data, bank account details, agreement terms, and repayment histories under UK data protection legislation.
• Fraud & Crime Prevention Monitoring: Patient finance providers continuously monitor applications and repayment transactions, holding the statutory right to investigate suspicious activities, prevent credit fraud, and report financial crime to UK law enforcement authorities.
• Governing Legislation: Patient finance contracts are regulated consumer credit agreements subject to the Consumer Credit Act 1974 (as amended), Financial Conduct Authority (FCA) regulations, and the laws of England and Wales.

Under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28(1)(b)), the statutory 14-day right of cancellation does NOT apply to goods made to the consumer's bespoke specifications or clearly personalized.

All custom dentures, cobalt-chromium metal frameworks, acrylic bases, and prosthetic appliances created by our partner laboratories constitute custom-made medical devices tailored exclusively to your individual oral anatomy.

• Mandatory 48-Hour Cancellation Rule: Booking deposits and moneys paid are non-refundable. Deposits can ONLY be transferred to a new date if you provide AT LEAST 48 HOURS' ADVANCE NOTICE prior to your scheduled appointment.
• Cancellation Under 48 Hours: If you cancel, attempt to reschedule, or 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.
• Unattended Appointments & No-Shows: Failure to attend a confirmed appointment or arriving too late for the appointment to proceed results in the immediate forfeiture and loss of all deposits and moneys paid to cover reserved clinic surgery overheads and clinician time.
• Laboratory Manufacturing Commenced: Once an initial clinical assessment, bite registration, or impression has been taken and custom laboratory manufacturing or technician casting has commenced, ALL treatment deposits and moneys paid become completely non-refundable.

Where a refund is approved by Denturaa or the host treating clinic in accordance with these terms, refunds are processed strictly as follows:

• Original Payment Method Only: In compliance with UK Anti-Money Laundering (AML) regulations, all approved refunds must be returned to the original card, bank account, or payment method used during the transaction (via Stripe or original direct bank transfer). Cash refunds are not permitted.
• Processing Timelines: Once authorized, payment gateway processing via Stripe typically takes 5 to 10 business days to appear on your bank or credit card statement.
• Clinical Discretion: Refunds regarding clinical outcomes, biological adaptation, or material choices are evaluated individually by the treating clinician in accordance with professional clinical standards and healthcare governance.

All financial transactions, deposits, finance applications, and refund requests handled by Denturaa, Stripe, Tabeo, or host clinic practices are strictly governed by and construed in accordance with the laws of England and Wales.

Any legal claims, financial disputes, or non-contractual proceedings relating to moneys paid shall be subject to the exclusive jurisdiction of the courts of England and Wales.