Terms and Conditions

Terms of Service

At well:o, we constantly endeavour to provide the highest quality service that we can. As a patient of well:o, we ask that you agree to follow the following terms and conditions. 

Treatment Planning

Once your treatment plan has been agreed upon with our dental care professional, we will provide printed details of your treatment plan. If this plan changes due to clinical findings, we will inform you and discuss this with you. Treatment plans and fees are valid for 90 days from the date treatment was prescribed. If you wish to query any points on your treatment plan, please speak to a member of the team before booking an appointment. 

Consent

Certain treatments with well:o require the completion of a written consent form. This is to explain the treatment, aftercare, any risks, and benefits to you thoroughly before any of these treatments are carried out. Consent can be withdrawn at any point by the patient or dental professional. 

Payment

well:o is committed to providing a high standard of treatment and service to our patients. To achieve this goal, it is important that payments are collected efficiently.

well:o is only accepting card payments. well:o is not accepting cash or cheque payments.

Please note that unpaid accounts are routinely referred to a Debt Collection Agency or the Small Claims Court. well:o reserves the right to recover all costs incurred doing so.

Deposits

For all treatments patients are required to pay a deposit when booking an appointment on our website. In the interest of all our patients and our staff we need to be certain that appointments are booked responsibly.

A minimum deposit of £45 is required when booking an appointment. The deposit is refundable.

The final balance for treatment is due on the day the treatment and will be deducted automatically from your card.

Practitioner

At well:o, we understand the importance of personalised care and ensuring that you feel comfortable with your treating practitioner. That’s why you can choose your preferred practitioner for each appointment. Our team of practitioners at well:o are all highly trained and maintain the same high professional standards. While we strive to schedule your appointments with your selected practitioner, there may be instances where internal scheduling may require us to make changes. We will always ensure that the same quality of dental care is guaranteed, regardless of the practitioner providing the treatment. Our priority is to provide you with the best possible care and experience at well:o.

Cancellation

well:o provides quality dental care to our patients and aims to use clinical time effectively. To achieve this, we have an appointment cancellation policy.

We require a minimum of 48 hours’ notice to cancel an appointment. Failure to give the appropriate notice of cancellation or not attending your appointment will result in a failed appointment and a fee of £45 for the appointment is charged.

Failed appointment fees are in place to cover the cost of the staff and surgery.

Failed appointment fees must be paid before other appointments are offered.

Late for Appointments

well:o understands that being late for appointments is sometimes unavoidable. If you are more than 10 minutes late, please be aware that you may be asked to reschedule your appointment and a late fee of £45 for the appointment is charged.

It is our aim to telephone or write to patients after a missed appointment to understand the reason and to inform them of any fee or decision regarding their dental care.

Any appeals about missed or cancelled appointment decisions by a patient should be made in writing to the Practice Manager. 

Refunds

Any refund request should be discussed with the reception team or dental care professional. If a refund is approved this will be submitted to the operations team and processed within 28 days unless specifically requested otherwise.

All refund requests are subject to a 10% administration charge regardless of the amount of notice for the cancellation received.

Personal Details 

All patients are required to provide a complete medical history and details of any medication you take. Should these change in any way, you must inform us. It is the patient’s responsibility to inform us of any changes to personal and medical details. 

Use of Patient Contact Details

At well:o, the health of our patients is our highest priority, and we also like to keep our patients informed of various significant changes, including exclusive offers. We want to remind our patients of their appointments and recalls when they are due. On this note, you may be periodically contacted via phone, text, email or by letter. If you do not want to be contacted by any form of these communication methods then please speak to a member of the team. 

No Tolerance/Abuse Policy

well:o operates a zero-tolerance policy to abuse any of our team members. Abusive behaviour will not be tolerated, and you may be asked to leave the premises. We also have zero tolerance for persistent missing and late cancellation of appointments when multiple warnings have been issued, under such circumstances you may be refused an appointment.