Patient Payment Policy

How we handle treatment fees, deposits, cancellations, outstanding balances and refunds at Cheadle Dental Centre.

1. Our approach to payments

At Cheadle Dental Centre, we are committed to providing high-quality dental care with clear and transparent pricing. We want all our patients to understand the costs of their treatment and our payment arrangements before proceeding.

This policy explains our payment methods, deposits, cancellation charges, outstanding balances and refund arrangements.

2. Treatment fees and estimates

Our current fee list is available online and at reception on request.

Patients will be informed of the proposed treatment costs before treatment begins.

Where appropriate, a written treatment plan and cost estimate will be provided.

If treatment requirements or costs change, we will discuss the changes with the patient before proceeding.

Patients are encouraged to ask questions about fees before agreeing to treatment.

3. Accepted payment methods

We accept the following payment methods:

• Cash

• Debit cards

• Credit cards, excluding American Express (Amex)

• Bank transfer (BACS)

Unless an alternative arrangement has been agreed in advance, payment is due on the day treatment is provided.

4. Deposits for New Patients

A £45 deposit is required for all new patients when booking their initial appointment at Cheadle Dental Centre.

• The £45 deposit will be deducted from the cost of the patient's appointment.
• The deposit must be paid in advance to secure the booking.
• If a patient needs to cancel or rearrange their appointment, we ask for at least 24 hours' notice.
• Where insufficient notice is given or a patient fails to attend, the practice's cancellation and missed-appointment policy may apply. Any amount retained from the deposit will be assessed fairly and in accordance with the terms communicated at booking and applicable consumer law.
• If an appointment is cancelled with sufficient notice, the deposit may be transferred to a rearranged appointment or refunded, subject to agreement with the practice.

5. Cancellation and missed-appointment policy

We ask all patients to provide at least 24 hours' notice if they need to cancel or rearrange an appointment.

We understand that unexpected circumstances can arise. If you cannot attend, please contact the practice as soon as possible.

To ensure appointment time is used effectively and to minimise disruption to other patients, the following charge may apply:

£20 per 20 minutes of missed appointment time.

This charge may apply when a patient fails to attend an appointment or cancels with insufficient notice. For example:

The charge will reflect the missed appointment time and will be applied fairly, taking account of the circumstances. It will be explained to patients in advance as part of the booking arrangements.

We will consider exceptional circumstances on an individual basis. Any charge applied will be reasonable and proportionate, consistent with applicable consumer law.

Repeated missed appointments or short-notice cancellations may affect our ability to offer future appointments.

6. Payment plans and staged treatment

For suitable treatment plans, staged payments may be agreed in advance.

Any arrangement will be confirmed with the patient and will explain the total estimated cost, payment amounts and when each payment is due.

Payment plans are subject to agreement with the practice. Patients should contact reception before treatment begins if they wish to discuss payment options.

7. Denplan patients

Patients enrolled in a Denplan arrangement will be charged in accordance with the terms of their individual plan.

Patients should check which services are included in their plan. Any treatment or service not covered by the plan will be explained and quoted separately before proceeding.

Monthly plan payments and additional treatment fees must be paid in accordance with the relevant agreement.

8. Outstanding balances

We ask patients to settle their accounts promptly and contact us if they have any questions about an outstanding balance.

Where a balance remains unpaid, we may follow this reminder process:

First reminder: A friendly reminder outlining the outstanding balance and how to pay.

Second reminder: A formal reminder requesting payment within 14 days or contact with the practice to discuss the account.

Final reminder: Written notification of the outstanding balance, a final payment deadline and any further steps that may be considered.

We will make reasonable efforts to resolve payment queries and discuss appropriate payment arrangements where possible.

If an account remains unpaid despite reminders, the practice may consider further recovery action in accordance with applicable law. Any additional recovery costs will only be pursued where legally permissible.

9. Refunds and adjustments

Refund requests will be considered individually.

Where a refund is appropriate, it will normally be made using the original payment method where possible, or another agreed method.

Any deductions or amounts retained will be assessed fairly, taking account of treatment provided, work completed, costs incurred and the terms agreed with the patient.

If you believe you have been charged incorrectly, please contact reception so that we can review your account.

10. Financial difficulties

We understand that financial circumstances can change. If you are experiencing difficulty paying an outstanding balance, please contact us as early as possible.

We will consider the circumstances and discuss whether a suitable payment arrangement can be agreed.

11. Payment queries and complaints

If you have a question about a fee, invoice, deposit, cancellation charge or refund, please contact our reception team.

We aim to resolve payment queries promptly, fairly and respectfully. If you remain dissatisfied, you may raise your concerns under the practice's complaints procedure.

12. Policy review

This policy may be reviewed and updated periodically. Any changes will be communicated appropriately and applied in accordance with the arrangements agreed with patients and applicable law.

Thank you for choosing Cheadle Dental Centre. We appreciate your trust in our team and look forward to caring for your smile.