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Cancellations and refunds.

What we ask if your plans change, what we charge if you miss a visit, and how refunds work.

Last updated: 14 September 2026 · Notice we ask for: 24 hours

Changing or cancelling an appointment.

We ask for 24 hours' notice if you need to change or cancel. That notice lets us offer the time to someone waiting, often someone in pain.

To change an appointment, call (02) 9649 6468 during opening hours, or message us on WhatsApp at any time. Leave a message outside hours and we will confirm when we open.

Deposits and missed appointments.

No deposits, no missed-appointment fees

We do not take a deposit to hold an appointment, and we do not charge a fee if you miss one or cancel late. We would rather you tell us than avoid us. If plans change often, say so and we will book a time that suits you better.

Paying for treatment.

Payment is made at the end of your appointment. If you have private health cover we claim through HICAPS at the chair, so you pay only the difference, if any. Eligible children are bulk-billed under the Medicare Child Dental Benefits Schedule, which means Medicare pays the clinic directly.

Every fee is quoted in writing before treatment begins. If the plan changes during treatment, we stop and discuss it with you first.

Refunds.

If something we have charged looks wrong, tell us and we will check it. Where we have charged in error, or taken payment for treatment that did not go ahead, we refund it to the card or account it came from.

Dental treatment is a service, so a refund is not automatic simply because you change your mind after the work is done. If you are unhappy with treatment you have received, speak to us first, because in most cases we can review it and put it right.

Nothing on this page limits your rights under the Australian Consumer Law, including your right to a remedy where a service is not provided with due care and skill.

Raising a concern.

Tell us first.

Ask for the practice principal. Most things are sorted in one conversation.

Phone: (02) 9649 6468

Email: [email protected]

If we cannot resolve it together, you can contact the Health Care Complaints Commission in New South Wales, or the Australian Health Practitioner Regulation Agency.