These Terms & Conditions explain the basis on which 76 Harley Street Limited (company number 06301876), trading as 76 Harley Street (the “Practice”, “we”, “us” or “our”), provides private dental services. Our practice address is 76 Harley Street, London W1G 7HH. Please ask us if you would like any part of these terms explained.
1. Private dental care
All treatment at the Practice is provided privately. We do not provide NHS dental treatment. The individual clinician responsible for your care will explain their professional status and any relevant arrangements.
2. Appointments and communication
Patients are responsible for providing accurate contact details and telling us promptly about changes. We may contact you by telephone, post, email or SMS about appointments, treatment, safety, accounts and other service matters. Appointment and account reminders may be generated automatically, but replies and disputed matters are reviewed by our team.
Email and SMS are convenient but cannot be guaranteed to be completely secure. Please tell us if you require an alternative method of communication.
3. Medical information
You must provide complete and accurate information about your medical and dental history, medicines, allergies and relevant changes. We may postpone treatment where necessary information has not been provided and proceeding would be unsafe.
4. Treatment plans, estimates and changes
We will explain the proposed treatment, relevant alternatives, material risks, likely benefits and anticipated costs. Written treatment plans or estimates will be supplied where appropriate. Unless otherwise stated, an estimate is valid for six months and is not a fixed quotation.
Clinical or radiographic findings may require a treatment plan or estimate to change. We will explain any material change and obtain and record your agreement before carrying out materially different or additional treatment, except where immediate action is reasonably required in a genuine clinical emergency. You may ask for an updated written estimate at any time.
5. Consent to treatment
Valid consent is an ongoing discussion, not merely a signature on a form. You may ask questions, request further information or withdraw consent before treatment. Withdrawing consent does not remove liability for treatment already provided or reasonable costs already incurred on your behalf.
For a child or an adult who may lack capacity, consent will be managed in accordance with applicable law and professional guidance. We may need to confirm parental responsibility or other legal authority.
6. Fees and advance payments
Current fees will be explained before treatment wherever reasonably possible. Payment is normally due when the service is provided unless we agree otherwise in writing. We accept debit and credit cards, bank transfer and other methods notified by the Practice.
We may request payment in advance to reserve an initial consultation, hygiene appointment or treatment time. For some treatment plans, we may request up to 50% before treatment begins, with the balance due by the final appointment or in accordance with an agreed written payment schedule.
If treatment is changed or not provided, we will account for advance payments fairly. Any amount retained will reflect services already provided, non-recoverable laboratory or third-party costs, and reasonable loss directly caused by a late cancellation. We will not recover the same loss twice.
7. Payment plans and finance
Any payment plan must be agreed in writing and may include separate terms. Missing an instalment may cause the full outstanding balance to become due if the applicable payment agreement says so. Please contact us promptly if you experience financial difficulty; we will consider reasonable proposals but are not obliged to extend credit.
8. Cancellations and missed appointments
Please provide at least 48 hours’ notice if you need to cancel or rearrange an appointment. Notice must be received during our normal opening hours using a contact method monitored by the Practice.
Initial consultation and hygiene appointments are paid for in advance through Stripe. Where less than 48 hours’ notice is provided, or the appointment is missed, we may retain up to the full advance payment. Any amount retained will take account of whether we filled the appointment and the loss and costs we could reasonably avoid; it will not be imposed as a penalty.
For an ordinary treatment appointment cancelled with less than 48 hours’ notice, or missed without notice, we may charge up to 50% of the fee for the particular booked stage of treatment. For an appointment lasting more than two hours, the charge may likewise be up to 50% of the fee for that booked treatment stage. Charges will be limited to a reasonable reflection of our direct loss.
Exceptional circumstances, including a genuine medical emergency or bereavement, will be considered individually. Business management may reduce or waive a late-cancellation fee at its discretion. If the Practice cancels and cannot provide the booked service, advance payments for services not supplied will be refunded or credited.
Repeated missed or late-cancelled appointments may lead us to decline further routine bookings after appropriate consideration and notice. This will not be applied unlawfully or discriminatorily, and we will consider continuity and urgent-care needs.
9. Overdue accounts and late-payment charges
An account becomes overdue when payment has not been received by the date shown on the invoice, treatment plan or written payment agreement. We may issue reminders by email, telephone, SMS or post and will provide an opportunity to query the balance or discuss payment difficulties.
Payment is due at checkout unless we have agreed otherwise in writing. If payment is not received, the patient will normally be allowed seven days to settle before our staged reminder process continues. Reminder letters are ordinarily issued at weekly intervals.
If an outstanding account is referred for external debt recovery after the Practice’s reminder process has been completed, we may apply a one-off recovery fee of up to 10% of the outstanding balance. The fee will only be applied where it was clearly disclosed and agreed before treatment and will not exceed the reasonable and proportionate additional costs or losses arising from the recovery process. No interest is charged.
10. Debt recovery
Our final reminder will warn that the account may be referred for external recovery. If the balance remains unpaid for a further seven days, we may refer it to Frontline Collections or another appropriately appointed debt-recovery provider, obtain legal advice or pursue lawful recovery action. We may share the minimum identity, contact, invoice and payment information reasonably necessary for that purpose, as explained in our Privacy Notice.
Additional recovery charges will only be added where they were clearly included in the payment terms agreed with you, are reasonable and proportionate, and may lawfully be recovered. Before issuing court proceedings against an individual, we will issue a separate formal Letter of Claim and follow the applicable pre-action requirements. Referral to a collection agency is not itself the commencement of court proceedings.
11. Refunds
Refunds will be assessed according to the treatment or service provided, sums paid, reasonable costs incurred and applicable consumer law. Nothing in these terms limits your statutory rights or our responsibility to provide services with reasonable care and skill.
12. Emergency and out-of-hours care
We do not operate a 24-hour service. If you require urgent dental assistance while we are closed, please leave a message on 020 7631 3276. Voicemails left are monitored closely out of hours and we will respond as soon as reasonably practicable, but these channels must not be relied upon for an immediate response. For a serious or life-threatening medical emergency, call 999 or attend an appropriate emergency department. NHS 111 may provide urgent advice where appropriate.
13. Photographs, video and radiographs
Clinical photographs and radiographs may be created where necessary for diagnosis, care and clinical records. Identifiable photographs or recordings will not be used for external education, publication, the website, social media or promotional materials without separate, specific consent. Refusing promotional use will not affect your care. Further details are in our Privacy Notice and photography consent documentation.
14. Confidentiality and personal information
We handle personal information in accordance with data-protection law, professional confidentiality obligations and our Privacy Notice. In limited circumstances, information may be disclosed without consent where the law permits or requires it, or where necessary to protect a patient or the public. We disclose only what is reasonably necessary.
15. Respectful behaviour and ending the professional relationship
We operate a zero-tolerance approach to violence, threats, harassment, discriminatory abuse and seriously disruptive behaviour. We may refuse admission, end an appointment or discontinue non-emergency care where this is necessary and lawful. Any decision to end an ongoing professional relationship will be made fairly, documented and communicated with reasonable notice where circumstances permit, taking account of patient safety and continuity of care.
16. Complaints
We welcome the opportunity to resolve concerns. Our current complaints procedure is available on our website or from reception. Raising a concern will not adversely affect your care. The complaints procedure identifies relevant external bodies if a complaint cannot be resolved within the Practice.
17. Changes to these terms
We may update these terms to reflect legal, regulatory or operational changes. The current version and effective date will be published on our website. Material changes affecting an existing treatment or payment arrangement will be brought to the patient’s attention where appropriate and will not be applied retrospectively in an unfair manner.
18. Governing law
These terms are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory rights allowing a consumer to bring proceedings elsewhere in the United Kingdom.