Is there a cancellation policy?

Is there a cancellation policy?

While we appreciate that occasional, unavoidable situations can occur, warranting last-minute changes, we will do our best to accommodate you and reschedule your appointment.

However, we must balance these moments that might affect another patient receiving care that day.

How it works

Sadly, failed appointments often interfere with dental treatments and can create scheduling problems for many of our patients, as you hold a space in our calendar that is unavailable for other patients to book.

This also means that our dentists cannot always provide emergency dental care at short notice, and we hope you understand this.

It’s our goal to communicate our cancellation policy and failed-to-attend policies to avoid any extra charges being passed onto the patient, which can often create a negative experience, hence why we have developed a cancellation procedure that outlines the timeframes and what you need to do in the event of a cancellation.

Our cancellation notice for missed appointments and cancellations

To help mitigate last-minute cancellations, failure to provide our team with 48 hours advance notice or failure to present for a scheduled appointment of one hour or less will result in a cancellation or no-show fee of £95 per half hour of clinical time lost.

For example, a one-hour appointment cancelled outside of the cancellation policy timeframe would be charged £190; if the appointment duration were 2 hours, this would be charged at £380.
We understand that sometimes cancellation cannot be helped when certain emergencies happen, and we will take all valid circumstances into account.

How to cancel your appointment

To cancel your appointment, please call the practice on between 9 am and 5.30 pm, Monday to Friday. We are closed at weekends.

Alternatively, patients can email us a request to cancel their appointment. Under the policy, it’s important to note that Monday appointments must be cancelled on the Thursday before to serve two working days’ notice.

We’ll do the best we can to help

If your appointment time has become inconvenient for you, the Cap City dental team are more than happy to change this and reschedule the date and time for you with two business days’ notice, which will still allow us to help a patient who might be in urgent need of our care.

We take deposits to confirm your appointment

After booking your appointment with us, whether online or over the phone, the practice takes a booking deposit of £95, which reserves the time for routine dental appointments like check-ups. The deposit is not refundable but is redeemed off your final treatment cost. If you cannot attend your appointment and provide sufficient notice, we will refund your deposit or transfer it to a day you can attend.

We appreciate that your time is valuable, and ours is too. Out of respect for our other patients and dental team, we ask that you consider our cancellation policy when planning to cancel your appointment.

Thank you for your support and understanding from us at the Cap City Dental team. We hope this process will allow us to improve our customer service and patient care. If you have any questions or concerns regarding this practice policy, please do not hesitate to contact us at 020 7621 0600 or dental@capcitydental.co.uk.