PURPOSE
We aim to provide high-quality dental care and to use clinical time efficiently. This policy explains how appointments are managed, how cancellations are handled, and when a deposit is required.

MAKING AND CHANGING APPOINTMENTS
• Appointments can be made or rescheduled by phone on 020 8785 6772 or by email to reception@crowncliniclondon.com.
• Email/SMS reminders are sent 1–2 days before appointments. These are courtesy reminders; patients are responsible for noting their appointment at booking and for keeping contact details up to date. The patients can cancel their appointment by replying to the email/SMS reminders

PRACTICE CANCELLATIONS OR DELAYS
• We will only cancel or delay appointments for unavoidable reasons. If this happens, we will:
• Contact the patient as soon as possible and explain the reason.
• Offer the earliest available alternative appointment.
• If the patient cannot confirm a new appointment at that time, we will offer a priority appointment when they contact us later.

PATIENT CANCELLATIONS AND MISSED APPOINTMENTS
• Patients should give at least 24 hours’ notice to cancel or reschedule. Cancellations by phone: 020 8785 6772 or email to reception@crowncliniclondon.com or text to SMS reminder
• Repeated late cancellations or missed appointments may incur a fee, because they prevent other patients from being seen.

CANCELLATION FEES
• Standard check-up or hygiene appointments: half the cost of them for missed appointments or cancellations with less than 24 hours’ notice, if repeated within a year. If it happens more than twice in a year, a deposit will be required to book further appointments
• Long or specialist appointments (e.g., extractions, implants): charge of 30% of the treatment plan cost if missed or cancelled without 24 hours’ notice.
• We will normally contact patients after a missed appointment to understand the reason, explain any charges, and discuss ongoing care.
• We recognise that illness and emergencies happen and will consider valid circumstances when deciding on charges.

DEPOSITS
• A deposit may be required to secure long appointments (for example, implant procedures).
• Deposits are fully refundable if sufficient notice of cancellation is given; alternatively, they may be retained as credit on the patient’s account if preferred.

APPEALS
• Appeals or disputes about missed-appointment charges or related decisions should be submitted in writing to the Practice Manager in person or by email to info@crowncliniclondon.com.

(Policy subject to periodic review)