Terms & Conditions
ONE SPECIALIST CLINICS LTD / ONE ORTHODONTICS

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1. Purpose

 

These Terms and Conditions explain how ONE Specialist Clinics (“the Clinic”, “we”, “our”, “us”) provides care, manages appointments, fees, and patient information. They are designed to ensure transparency, fairness, and a positive experience for all patients.

 

2. Appointments

 

    •    Appointments can be made online, by email, by phone, or in person.

    •    You will receive appointment confirmation by email or text.

    •    Please arrive at least 10 minutes early to allow time for check-in or updates to your medical history.

    •    If you are running late, please contact us as soon as possible. We will do our best to accommodate you, but your appointment may need to be rescheduled if it cannot be completed within the remaining allocated time.

 

3. Cancellation and Missed Appointments

 

Your appointment time is reserved exclusively for you. Short-notice cancellations or missed appointments result in lost clinical time that cannot usually be reallocated at short notice.

 

    •    A minimum of 48 hours' notice is required to cancel or rearrange an appointment.

    •    48 hours' notice means two full calendar days. For example, a Wednesday appointment must be cancelled no later than Monday.

    •    Cancellations made with less than 48 hours’ notice will incur a late cancellation fee.

    •    Failure to attend without notice will incur a charge of 100% of the scheduled appointment time or fee.

    •    Late cancellation fees and non-attendance fees reflect the length of the reserved appointment and any clinical or laboratory preparation undertaken in advance. Details of applicable fees are set out in the Late Cancellation and Non-Attendance Fee Schedule below and in the practice fees list.

    •    For patients undergoing treatment under a comprehensive or global fee arrangement, late cancellation and non-attendance fees apply to the reserved clinical time and are separate from the agreed treatment fee.

    •    Where repeated short-notice cancellations or missed appointments occur, the Clinic may require a booking deposit or full prepayment for future appointments and may restrict access to further bookings.

    •    We understand that emergencies occur. Discretion may be applied in genuine cases of illness or unforeseen events.

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Messages received outside of opening hours will be deemed received at the start of the next working day during published clinic opening hours.

 

4. Deposits and Payments

 

• Certain appointments (including longer or high-value appointments such as onboarding, records, digital planning, and bonding appointments) require a booking deposit at the time of booking.

• Deposits are deducted from the total treatment cost.

• Deposits are transferable with at least 48 hours’ notice.

• Deposits may be retained if an appointment is cancelled with less than 48 hours’ notice.

• All treatment fees must be settled on the day of treatment unless alternative arrangements have been agreed in writing.

• We accept major credit and debit cards, Apple Pay, and bank transfers.

• For multi-appointment treatments, payment schedules will be confirmed in your written treatment plan.

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5. Treatment Planning

 

    •    After your consultation, you will receive a written treatment plan and cost estimate.

    •    Estimates remain valid for 3 months from the date of issue.

    •    Treatment plans may change based on clinical findings, your progress, or evolving treatment needs. Any significant changes will be discussed and agreed upon before proceeding.

 

6. Guarantees and Refunds

 

• Dental and aesthetic treatments are biological procedures and individual results may vary.

• We do not offer refunds for completed treatments, as professional time and services have already been provided.

• If you experience concerns following treatment, please contact us as soon as possible so we can assess your situation. Where appropriate, we will advise on suitable next steps, which may include further review, adjustments, or referral for specialist care to help achieve the best possible outcome.

• We are committed to providing professional aftercare and resolving any issues in line with clinical best practice.

 

7. Patient Conduct

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    •   We operate a zero-tolerance policy toward abusive, aggressive, or disrespectful behaviour.

    •   Such conduct may result in immediate termination of your care and removal from the Clinic’s patient list.

 

8. Confidentiality and Data Protection

 

    •    We handle all personal data in accordance with UK GDPR and the Data Protection Act 2018.

    •    Your information will never be shared with third parties without your explicit consent, except where required by law, regulatory authorities, or insurers involved in your care.

    •    You may request access to your clinical records at any time. We will respond within one month, in accordance with data protection regulations.

 

9. Complaints and Feedback

 

We are dedicated to maintaining the highest standards of care and welcome feedback.

 

If you are unhappy with any aspect of your experience:

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    •    Please raise the matter with your clinician or the Practice Manager as soon as possible.

    •    A copy of our Complaints Policy is available on request or from our website.             

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We take all complaints seriously and will handle them in line with GDC and CQC guidance.

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10. Regulatory Compliance

 

    •   ONE Specialist Clinics is regulated by the Care Quality Commission (CQC).

    •   All dental practitioners are registered with the General Dental Council (GDC) and adhere to the GDC’s Standards for the Dental Team.

    •   All medical practitioners are registered with the General Medical Council (GMC) and practise in accordance with the GMC’s Good Medical Practice.

    •   All care is delivered under robust clinical governance and patient safety frameworks.

 

11. Updates to Terms

 

These Terms and Conditions may be updated periodically to reflect best practice, legal requirements, or operational changes.

 

The most current version will always be available on our website and at the Clinic reception.

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Late Cancellation and Non-Attendance Fee Schedule

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Late cancellation and non-attendance fees are applied according to the length of the reserved appointment time. The current fee structure is as follows:

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    •   Up to 30 minutes

    •   45 - 60 minutes

    •   75 - 90 minutes

    •   120 minutes

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Late The corresponding fees for each time category are set out in the practice fees list and are available on request or via our website.

Version 1.2  

Last Reviewed: 13.02.26

Next Review:    09.11.26

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