Terms of Business

§1About these terms

1.1 Who we are

West End Dental Group is a group of four private dental practices serving North Wales:

• West End Dental Colwyn Bay — 104 Conway Road, Colwyn Bay, LL29 7LL
• West End Dental Llangefni — 53 High Street, Llangefni, LL77 7NA
• West End Dental Porthmadog — 15 Snowdon Street, Porthmadog, LL49 9BT
• West End Dental Prestatyn — 155 High Street, Prestatyn, LL19 9AY

When you receive treatment from us, your contract is with the West End Dental Group company that operates the practice you visit. The companies in our group, all of which have their registered office at 104 Conway Road, Colwyn Bay, LL29 7LL, are:

• West End Dental Holdings Limited (company number 06169551, ICO registration ZA241238)
• West End Dental Colwyn Bay Limited (company number 08293442, ICO registration Z3490748)
• West End Dental Llangefni Limited (company number 09466078, ICO registration ZA140264)
• West End Dental Porthmadog Limited (company number 08942996, ICO registration ZA140269)
• West End Dental Prestatyn Limited (company number 15248411, ICO registration ZB747304)

Our clinicians are regulated by the General Dental Council. Our practices are regulated by Healthcare Inspectorate Wales for the provision of primary dental care.

1.2 What these terms cover

These terms apply to all private dental and aesthetic treatment we provide, including consultations, examinations, treatment plans, surgical and non-surgical treatment, hygiene services, sedation services, membership-based services and any related services delivered at our practices. They form a contract between you and the West End Dental company delivering your treatment.

Sections 1 to 9 apply to all patients. Section 10 sets out additional terms that apply to members of our dental membership plans. Section 11 sets out additional terms that apply to members of our aesthetics membership plans. Where Sections 10 or 11 conflict with Sections 1 to 9 in relation to a member, the membership-specific section takes precedence.

Some treatments and services are also covered by additional documents — including our Treatment Guarantee Terms and our Privacy Policy. Where additional documents apply we will tell you and provide a copy. If those documents conflict with these Terms of Business, the additional document takes precedence for the specific matter it covers.

1.3 Versions and changes

We may update these terms from time to time — for example, to reflect changes in regulation, in our services or in how we work. The current version is always available at westend.dental/terms.

If you have an active Treatment Estimate when we change these terms, the version in force on the date your estimate was issued will continue to apply to that course of treatment. New courses of treatment are governed by the version in force on the date your new Treatment Estimate is issued. Specific notice provisions apply to changes affecting members — see clauses 10.10 and 11.8.

1.4 Governing law

These terms, and any dispute arising from them, are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.

§2Becoming a patient

2.1 New patients

We welcome new patients at all our practices and accept patients on a non-discriminatory basis. A copy of our Equality Policy is available on request.

When you first contact us a member of our team will help you choose the right clinician for your needs. Most new patients begin with an Initial Consultation. This gives the clinician the opportunity to examine your teeth, gums and mouth, to discuss your dental health and any concerns, and to answer your questions.

If you are seeking only hygiene treatment, an Initial Consultation may not be required, although we recommend one for good long-term care.

After your Initial Consultation you will normally receive a Treatment Estimate (if treatment is required). All costs will be explained and set out in your Treatment Estimate before any treatment is carried out.

Some types of x-ray, including OPG and CT scans, carry a separate charge to cover equipment and processing costs. We will explain any charges in full before the x-ray is taken.

2.2 Children and young people

We welcome children of all ages and offer dedicated children’s services and family memberships at all our practices.

Where possible, we will arrange appointments to allow several family members to attend together, but this is not always possible. When more than one child is attending, we ask that, where possible, two adults attend so that children waiting in the patient lounge are properly supervised.

For the purposes of these terms, a child is anyone under the age of 18 at the point of treatment. We require a parent or legal guardian to accompany any patient under the age of 16 throughout their appointment. Children under 16 must not be left unattended at any time on the premises.

Patients aged 16 and 17 are normally able to consent to their own treatment. For patients under 16, we will assess whether the young person has sufficient understanding of the proposed treatment to consent themselves (Gillick competence); we will discuss this with the young person and their parent or guardian as appropriate.

Where parents or guardians disagree about a child’s treatment, we will not normally proceed with non-urgent treatment without the consent of all those with parental responsibility. In an emergency, we will act in the child’s best interests in line with our clinical and safeguarding obligations.

2.3 Capacity to consent

Adult patients are presumed to have the capacity to make decisions about their own dental care. Where we have concerns about a patient’s capacity, we will assess capacity in accordance with the Mental Capacity Act 2005. Where an adult patient lacks capacity, we will work with their attorney, deputy or family to make decisions in the patient’s best interests, in line with the Act.

2.4 Patients referred to us by another dentist

Many patients come to us on referral from their regular dentist or another medical professional, most commonly for advanced diagnostic imaging, endodontic treatment or dental implants.

If you are referred to us, you remain a patient of your regular practice but are subject to these terms for any treatment we deliver. Patients referred for treatment are required to attend a Pre-Treatment Consultation, charged at the rate set out in our published price list. The fee is non-refundable and, if you proceed with treatment, will be credited against the cost of that treatment.

You are not obliged to undertake treatment with us. Once treatment with us is complete, your care returns to your regular dentist. We may invite you to attend follow-up reviews of the treatment we provided, and we recommend that you accept these invitations. We endeavour not to contact referred patients for marketing purposes.

2.5 Complimentary consultations

From time to time we offer initial consultations free of charge to new or prospective patients. These are called Complimentary Consultations.

A Complimentary Consultation gives you the chance to discuss your dental concerns and gives the clinician the chance to make an initial assessment. Further appointments may be required before a diagnosis can be made or a treatment plan offered, and any further appointments are charged at our usual rates.

The following terms apply:

• Complimentary Consultations are limited to one per person.
• They are not available to existing patients (defined as anyone who has visited any West End Dental practice for any reason in the previous 24 months).
• They are not available to patients referred to us by another practice (see clause 2.4).
• We require a deposit at the time of booking.
• If you cancel at short notice or fail to attend, a fee of £125 will apply (see clause 3.5).

§3Your appointments

3.1 Booking and deposits

We charge a deposit or fees in advance for all appointments and courses of treatment. This reflects the time, materials and clinical preparation involved, much of which is committed before you arrive. We are unable to confirm appointment dates or times until the relevant deposit or fee has been received.

The amount required depends on the appointment or treatment:

• Consultations — full fee due at the time of booking.
• Other treatments — full fee due in advance, unless we agree a staged payment schedule with you.
• Dental implant treatment — a deposit of £500 or 10% of the total cost (whichever is the greater) is required before treatment appointments are booked. Further fees are then collected in advance of each stage in line with your Payment Schedule. The deposit is held on account and credited to your final treatment charge. If your account credit falls below this amount during treatment, we will require a further payment before subsequent appointments are confirmed.
• Orthodontic treatment — a deposit of £500 is required before your treatment plan is committed to the aligner provider. The full treatment fee is then due before treatment commences.

Different terms apply to treatments paid in full through patient finance — see clause 5.3.

3.2 Reminders and confirmations

We do not issue written appointment confirmations at the time of booking unless you ask us to.

We send reminders by text message 14 days and again 2 days before each appointment. If we do not hold a mobile number for you, the second reminder is sent by email. We are not able to remind you of appointments by telephone.

You remain responsible for attending at the correct time and date, regardless of whether reminders are issued or received. The cancellation policy in clause 3.5 applies whether or not reminders have reached you.

3.3 Routine consultations

Routine consultations — sometimes called recall appointments — are central to maintaining good dental health. We usually recommend at least one dental consultation and one hygiene consultation each year for patients who are not actively in treatment. Your clinical team will set the appropriate pattern for you and may adjust it over time.

Attending routine consultations is your choice. However, patients who do not attend regularly will normally be marked as inactive (see clause 3.4).

3.4 Inactive patients

We will mark you as inactive if you have not attended for a routine consultation in the previous 24 months, or earlier at your request. Inactive patients are not contacted about routine consultations and are not eligible for emergency same-day appointments (see clause 3.6). We do not write to patients to tell them they have been marked as inactive.

This policy does not apply to members, who remain active for as long as their membership is valid, regardless of attendance.

You are very welcome to return to active care at any time. Inactive patients may be asked to attend an Initial Consultation, charged at our usual rate, before further treatment is offered, so that we can ensure your treatment is properly planned.

3.5 Short-notice cancellations and missed appointments

We understand patients sometimes need to cancel or rearrange. Where you can, please give us as much notice as possible:

• For most appointments — at least 24 hours’ notice (excluding weekends and bank holidays).
• For dental implant placement appointments — at least 72 hours’ notice (excluding weekends and bank holidays). Cancelling on a Friday afternoon for a Monday morning placement does not meet the 72-hour requirement.

If you cancel at short notice or fail to attend, the appointment slot we reserved for you cannot easily be filled and the clinician’s time and any prepared materials are lost. To recover the cost of the time and materials reserved for you, we may charge a reasonable cancellation fee of £200 per hour of clinical time reserved, retain all or part of any deposit or advance fee paid for the appointment, or — at our discretion — apply both. For Complimentary Consultations, we will charge a fee or retain the deposit you paid.

We may also ask for an advance payment to secure your next appointment, which is then credited against the cost of that appointment when you attend.

If you regularly cancel at short notice or miss appointments, we may decline to offer further appointments. This applies equally to members; members may also lose one or more appointment entitlements that fall within their membership year (see clauses 10.9.6 and 11.7.6).

3.6 Emergency dental care

We aim to offer all registered, active patients a same-day emergency appointment when one is needed. If no duty dentist is available at your home practice we will arrange suitable cover at another West End Dental practice or with a partner provider.

Inactive patients (see clause 3.4) are not eligible for same-day emergency appointments. Members at certain tiers benefit from inclusive emergency consultations — see clause 10.4.

3.7 If we need to reschedule

We may occasionally need to reschedule your appointment — for example, if a clinician is unwell or facilities are temporarily unavailable. We will give you as much notice as we can. To allow us to reach you quickly, please ensure we always hold an up-to-date mobile number and email address.

We will not proceed with appointments where we cannot meet our usual standards of safety and care, and we ask for your understanding when this happens.

§4Your treatment

4.1 Treatment estimates and consent

For all but the simplest treatments, your clinician will issue a written Treatment Estimate setting out the proposed treatment and its expected cost. We will ask you to sign your Treatment Estimate. Signing it confirms three things:

• You have received and understood the estimate.
• You agree these Terms of Business apply to the treatment.
• You agree to pay the costs set out if treatment proceeds.

Signing does not commit you to undergoing treatment. You may decline treatment at any point before it commences without obligation.

The figures in a Treatment Estimate are an estimate. Final costs may be higher or lower depending on what is delivered. If costs are likely to change during treatment, your clinician will discuss this with you and ask how you wish to proceed.

For complex treatments, you may also receive a treatment report or planning letter, a separate consent document and/or a payment schedule. Some of these documents require a signature. They form part of the consent process — please read them carefully and keep your copies for reference.

4.2 Validity of estimates

Treatment Estimates are valid for 45 days from the date of issue. If you do not proceed within that period, or if your medical circumstances change, a new Treatment Estimate may be required. We may ask you to attend a further consultation so a revised estimate can be prepared.

4.3 Sedation

Some treatments may be delivered under conscious sedation. Where sedation is offered or required, the clinician responsible will discuss the options, risks and aftercare with you and obtain your specific written consent. Sedation services are subject to additional clinical assessment and may carry separate charges, which will be set out in your Treatment Estimate.

4.4 Aesthetic treatments

Where we provide non-surgical facial aesthetic treatments — such as anti-wrinkle injections and dermal fillers — additional safeguards apply, including a separate medical history specific to the treatment, additional written consent at each treatment appointment, and a cooling-off period before each treatment commences. These treatments are also subject to the regulatory framework for non-surgical aesthetic procedures in the UK.

Aesthetics Membership is governed by Section 11 of these Terms.

4.5 Treatment delivered alongside another provider

We sometimes receive requests to assist with a course of treatment being delivered by another dentist or clinic — for example, where a patient on holiday needs emergency care relating to ongoing treatment elsewhere, or where a patient receiving treatment overseas needs a supplementary appointment in the UK.

Providing safe and effective care is harder when a course of treatment is being managed by another provider. There is a material risk that treatment we deliver could conflict with another clinician’s plan, materials or standards. For this reason:

• We do not accept inbound referrals for radiographs only.
• We will not deliver treatment under another clinician’s prescription unless we have an established relationship with that clinician and have specifically agreed to do so.
• Where we are unable to provide safe, effective care alongside another provider’s treatment, we may decline to treat or may refer you to a more appropriate service.

It is essential that you tell your clinician about any dental treatment received outside the West End Dental Group, including treatment received abroad. Please disclose this when completing your medical history.

4.6 Withdrawing from treatment

You may withdraw from a course of treatment at any time. If you do:

• You will be charged for the treatment delivered up to that point. The charge will reflect what has actually been delivered, which may differ from the staging implied in your original Treatment Estimate or Payment Schedule.
• Any payments on account will be applied to those charges. If a balance remains in your favour, we will refund it (see clause 5.5). If a balance is owed to us, we will invoice you and ask for payment.

Some elements of treatment are non-refundable once started. We will tell you in advance which elements of your treatment fall into this category, and confirm them on your Treatment Estimate and consent documents.

4.7 Treatment guarantees

A range of our treatments are covered by our Treatment Guarantee. Separate terms apply — see westend.dental/guarantee-terms.

§5Payments

5.1 Methods we accept

We accept the following payment methods:

• Visa and Mastercard debit and credit cards.
• BACS transfers, by prior arrangement.
• Direct Debit, for monthly membership payments only (see clauses 10.13 and 11.11).

We do not accept cash or cheque payments.

5.2 When we collect fees

The timing of fees and deposits depends on the treatment — see clause 3.1. Membership fees are collected monthly by Direct Debit unless we agree otherwise.

5.3 Patient finance

We offer regulated patient finance for many treatments, including 0% APR options. Finance is subject to status, and not all options are available for all treatments at all practices.

Where finance is approved and treatment is paid in full through finance, the deposit and staged-payment requirements in clause 3.1 do not apply.

Patient finance is provided by Tabeo Broker Limited, who is authorised and regulated by the Financial Conduct Authority. West End Dental Colwyn Bay Limited is a credit broker and not a lender, authorised and regulated by the Financial Conduct Authority under reference number 698377.

5.4 Insurance and employer claims

We are not registered with any dental or health insurance scheme. We will not invoice an insurer, employer or other third party unless we have specifically agreed to do so in advance of treatment. Many insurers will reimburse you directly for treatment received, and we are happy to provide a clear, itemised invoice on request.

5.5 Refunds

Where a refund is due, we will issue it to the original card or account used for payment. If that is not possible, we will request bank account details to issue a bank transfer, subject to standard Confirmation of Payee security checks.

Refunds are normally authorised within 10 working days of being requested. Once authorised there may be a short additional delay before the refund reaches your account. We do not issue refunds in cash or by cheque.

5.6 Outstanding balances

If a balance is owed on your account we will ask you to settle it at the earliest opportunity, and may decline to provide further treatment until the balance is cleared.

We will take reasonable steps to recover any sums owed to us, including referring matters to a collection agency or to the courts. If you have any questions about your account please contact us as soon as possible — we would always rather resolve a query than let it escalate.

§6Your records and privacy

6.1 Medical history

Keeping an accurate, up-to-date medical history is a legal requirement and is essential to delivering treatment safely. We will ask you to complete a medical history at the following points:

• When you register with us as a new patient.
• Before the start of any new course of treatment.
• At your annual or regular review.
• When your clinician changes, at the new clinician’s request.

Aesthetic treatments are subject to a separate, treatment-specific medical history (see clause 4.4).

Please take the time to review and complete the form carefully each time. If you are unsure about anything, ask your clinician. We may also ask for additional information — for example, copies of your GP’s records or current prescriptions — where it is relevant to your dental care. We are unable to treat patients who decline to complete a medical history when asked.

6.2 Contact details

We will ask you to record a postal address, an email address, a daytime telephone number and a mobile telephone number. We rely on email and mobile contact to deliver appointment reminders and confirmations and to reach you quickly if there is a problem with your appointment or treatment. Please tell us if any of these change.

6.3 How we may contact you

We may contact you by telephone, text message, email or post in connection with:

• Your appointments — reminders, confirmations and follow-up.
• Your treatment — prescriptions, planning, results and aftercare.
• Your account — statements, payment requests and refunds.
• Your membership — renewal notices where pricing, terms or benefits change (see clauses 10.10 and 11.8).
• Our services — newsletters and special offers, where you have opted in.

We will not disclose sensitive medical information by email unless you have given us specific permission. We cannot guarantee the security of email; please use a private email address rather than, for example, a shared work address. All telephone calls — incoming and outgoing — are recorded for training and monitoring.

You can opt out of marketing emails at any time using the unsubscribe link in any marketing email or by contacting us. Opting out does not affect appointment, treatment, account or membership communications.

6.4 Discussing your records or care with others

Our default is one of strict confidentiality. We will not discuss any aspect of your care with anyone else, including a spouse or family member, without your written authority.

If you would like us to discuss your treatment with a named individual, please complete a Data Disclosure Form telling us who you authorise, what they are authorised to discuss and whether the authority is open-ended or time-limited. You can also give this authority in writing or by email from the address we hold for you. You may withdraw authority at any time.

In an emergency we will accept a same-day cancellation passed on by a family member, but we will not discuss any other aspect of your care.

We will of course discuss the care of children with their parents and legal guardians.

We are required by law to disclose certain information to authorities such as the police and regulators in defined circumstances. Where this happens we are not always at liberty to tell you.

6.5 Data protection

We take our duty to protect your personal data seriously. The data controller is the West End Dental Group company that delivers your treatment (see clause 1.1). We process your personal data on the lawful bases set out in our Privacy Policy, including:

• The performance of our contract with you (Article 6(1)(b) UK GDPR).
• The provision of healthcare (Article 9(2)(h) UK GDPR for special category data).
• Compliance with our legal and regulatory obligations.
• Our legitimate interests in operating our business safely and lawfully.

Your personal data — including your medical records — is retained in line with the General Dental Council’s record-keeping standards and applicable law. In summary, we retain adult clinical records for at least 11 years from the date of last treatment, and children’s records until the patient’s 25th birthday or 11 years from last treatment, whichever is later.

You have a number of rights under UK GDPR, including rights to access, rectify, erase, restrict the processing of and port your personal data, and to object to certain processing. Some of these rights are subject to limits where, for example, we have a regulatory or legal obligation to retain records.

If you wish to exercise these rights, or if you have a concern about how we handle your data, please contact us first. If we cannot resolve your concern, you have the right to complain to the Information Commissioner’s Office at ico.org.uk or 0303 123 1113.

Our full Privacy Policy is available at westend.dental/privacy.

6.6 Photographs

We may take clinical photographs and other images as part of your treatment record. Use of photographs for any other purpose — including marketing or training — requires your specific written consent. Our Privacy Policy at westend.dental/privacy sets out how this works.

§7Membership and group practices

7.1 Membership

We offer two families of membership plans:

• Dental membership plans, which bundle routine care and other benefits into a single monthly fee. Dental memberships are governed by Section 10 of these Terms.
• Aesthetics membership plans, which bundle regular facial aesthetic treatments into a single monthly fee. Aesthetics memberships are governed by Section 11 of these Terms.

7.2 Your home practice

When you register with us, you register at a specific practice — your home practice. Treatment is charged at the fee schedule of that practice. For members, the home practice is the practice specified on your membership application.

7.3 Internal referrals

We may sometimes refer you internally within the group — for example, to our diagnostic centre in Colwyn Bay, or to a specific clinician at another practice for a particular treatment. You remain registered at your home practice but may need to attend another West End Dental practice for those appointments. Treatment delivered at another practice in the group is charged at that practice’s fee schedule, not your home practice’s.

For members, internal referrals do not affect membership entitlements at the home practice. Membership entitlements cannot, however, be claimed at any practice other than the home practice without our written agreement (see clauses 10.12 and 11.10).

§8Concerns and complaints

We welcome feedback. If something has gone wrong, please tell us — we want to put it right and to learn from it.

If you have a concern about any aspect of our service, please speak first to a member of the practice team, who will do their best to resolve it on the spot.

If we are unable to resolve your concern locally, you may make a formal complaint by telephone or in writing. To help us deal with your complaint promptly, please address it to:

Patient Concerns

West End Dental Group, 104 Conway Road, Colwyn Bay LL29 7LL

01492 532168 | info@westend-dental.com

We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days.

If you remain dissatisfied with our response, you may ask for the complaint to be reviewed by a Director. We will acknowledge that request within 2 working days and aim to provide a final response within 20 working days.

If we are unable to resolve your complaint to your satisfaction, you may also contact:

The Dental Complaints Service — Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA — 020 8253 0800 — dentalcomplaints.org.uk

Healthcare Inspectorate Wales — Welsh Government, Rhydycar Business Park, Merthyr Tydfil CF48 1UZ — 0300 062 8163 — hiw.org.uk

For complaints about how we handle your personal data, see also clause 6.5.

§9Other terms

9.1 Limitation of liability

Nothing in these terms limits or excludes our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Any other liability that cannot lawfully be excluded or limited.

Subject to the above, our liability to you is limited to the foreseeable losses arising from a breach of these terms or our duty of care, and to the amount you have paid us for the relevant course of treatment or, in the case of members, the membership fees paid in the 12 months preceding the event giving rise to the claim, whichever is the greater.

9.2 Events outside our control

We are not liable for any failure or delay in performing our obligations where the cause is outside our reasonable control — including, for example, severe weather, public health emergencies, utility failures, acts of government or any temporary unavailability of clinical staff or facilities. Where such an event affects your treatment or membership, we will tell you as soon as practical and work with you to reschedule. Where membership entitlements cannot be delivered for a sustained period due to events outside our control, we may, at our discretion, extend the membership year by an equivalent period.

9.3 Variation of these terms

See clause 1.3 for variation generally. For variations affecting members, see clauses 10.10.5 and 11.8.5.

9.4 If part of these terms is invalid

If any clause of these terms is found by a court to be unenforceable, the remaining clauses continue in full force. Where possible, the unenforceable clause will be replaced by an enforceable provision that comes closest to its original intent.

9.5 No third-party rights

These terms create rights and obligations only between you and the West End Dental company that delivers your treatment. No other person has any right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

9.6 Governing law and jurisdiction

See clause 1.4.

9.7 Contact

If you have any questions about these terms, please contact our Customer Care Team at the details set out at the foot of this document.

§10Dental Membership — additional terms

This Section 10 sets out additional terms that apply if you are a member of one of our dental membership plans. Sections 1 to 9 also apply. Where there is a conflict, this Section 10 takes precedence in relation to your membership. Section 11 (Aesthetics Membership) does not apply to dental memberships and vice versa.

10.1 Scope and eligibility

These terms apply to all dental membership plans offered by West End Dental Group. They do not apply to former Practice Plan or Denplan subscribers, who are subject to the terms of those separate schemes.

There is no minimum or maximum age for dental membership, although patients under 16 must be registered for membership by a parent or legal guardian.

10.2 Membership tiers and benefits

We offer the following dental membership tiers. The benefits set out below are provided for each year of membership and reset on each Renewal Date (see clause 10.10).

Essentials

• 2 Extended Dental Consultations per year
• All Private Prescriptions
• All Intra-Oral X-Rays
• 10% off Core Treatments

Gold

• 1 Routine Dental Consultation per year
• 2 Routine Hygiene Consultations per year
• Inclusive Emergency Dental Consultations (clause 10.4)
• 10% off West End Health services (clause 10.5)
• All Private Prescriptions
• All Intra-Oral X-Rays and Intra-Oral Scans
• 10% off Core Treatments

Diamond

• 1 Routine Dental Consultation per year
• 3 Routine Hygiene Consultations per year
• Inclusive Emergency Dental Consultations (clause 10.4)
• 10% off West End Health services (clause 10.5)
• All Private Prescriptions
• All Intra-Oral X-Rays and Intra-Oral Scans
• 10% off Core Treatments

Platinum

• 1 Routine Dental Consultation per year
• 4 Routine Hygiene Consultations per year
• Inclusive Emergency Dental Consultations (clause 10.4)
• 10% off West End Health services (clause 10.5)
• All Private Prescriptions
• All Intra-Oral X-Rays and Intra-Oral Scans
• 10% off Core Treatments

Child & Teen

• 2 Routine Dental Consultations per year
• 1 Routine Hygiene Consultation per year, where clinically necessary
• Inclusive Emergency Dental Consultations (clause 10.4)
• All Private Prescriptions
• All Intra-Oral X-Rays and Intra-Oral Scans
• All Child Routine Treatment included
• 10% off Child Non-Routine Treatment

Gold+, Diamond+ and Platinum+ tiers include all base-tier benefits plus one additional Routine Dental Consultation per year.

10.3 Definitions: consultations

A Routine Dental Consultation consists of an oral health examination by one of our dental surgeons. The extent and scope of the examination depend on your oral health concerns and presentation.

An Extended Dental Consultation includes, in addition, a basic clean of your teeth and gums by the dental surgeon conducting the appointment.

A Routine Hygiene Consultation is delivered by one of our dental hygienists or therapists. It includes assessment of your oral hygiene and a professional clean tailored to your needs.

An Emergency Dental Consultation is described in clause 10.4.

10.4 Emergency dental consultations

Where "Inclusive Emergency Dental Consultations" is listed as a benefit of your tier, you may book Emergency Dental Consultations as required, subject to the conditions in this clause.

Scope

An Emergency Dental Consultation is for the assessment of a dental emergency by a dental surgeon or other suitably qualified clinical professional. It does not include treatment. Any treatment recommended will be charged at our standard rates and may require further appointments. This applies even where treatment is delivered during the same appointment as the consultation.

Definition of a dental emergency

A dental emergency is defined at our sole discretion. The following lists are guidance only.

The following are likely to be considered a dental emergency:

• severe pain or swelling that cannot be managed with over-the-counter pain relief
• uncontrolled bleeding in the mouth
• trauma or injury to the mouth
• signs of infection, such as a spreading abscess, facial swelling, fever or difficulty breathing or swallowing
• broken or cracked teeth that expose the pulp
• lost dental restorations causing severe pain or risk of further damage

The following may be treated as a dental emergency at our discretion:

• mild to moderate toothache
• broken or chipped teeth with mild discomfort
• lost fillings, crowns or veneers with mild discomfort
• detached or broken restorations and appliances (e.g. dentures)
• teeth with severe mobility (very loose)

The following are not normally dental emergencies:

• sensitive teeth
• broken or chipped teeth with no discomfort
• lost fillings, crowns or veneers with no discomfort
• food stuck between teeth
• mild gum irritation or bleeding
• mouth sores or ulcers
• teeth grinding or clenching
• stained or discoloured teeth
• loose or mobile baby teeth in children

Format and access

An Emergency Dental Consultation may be held in person, or by recorded telephone or video call where appropriate, at our discretion. We aim to offer a same-day consultation where you contact us before 9am, but timing is subject to availability and clinical triage. If a same-day appointment is not possible, we will offer the earliest available alternative. Consultations may be offered on a sit-and-wait basis, where a specific time cannot be guaranteed and you may be asked to wait on-site until a clinician is free.

For the avoidance of doubt, this benefit is available during normal working hours only. We do not operate an out-of-hours dental emergency service. If you have a dental emergency outside working hours that cannot wait until we open, please call 0808 164 1003 for further instructions.

Fair use

This benefit is offered to ensure timely care in genuine dental emergencies. To maintain fairness for all members, access is subject to reasonable use. We reserve the right to review and limit access in cases of excessive or inappropriate usage, determined at our sole discretion. Examples of excessive or inappropriate usage include:

• frequent requests for emergency consultations for issues not classified as dental emergencies
• scheduling multiple emergency consultations within a short period without valid clinical need

We will notify you if we consider your usage excessive and discuss appropriate next steps, which may include applying standard consultation fees to further appointments.

10.5 West End Health discount

Where the West End Health discount is listed as a benefit of your membership tier, you are entitled to a 10% discount on services delivered by West End Health Limited. West End Health is a separate company and is not part of West End Dental Group. The discount applies to West End Health’s standard published rates and cannot be combined with other promotional offers. Booking, fees and delivery of services are arranged directly with West End Health and are subject to their own terms of business.

10.6 Definitions: prescriptions and x-rays

Where "All Private Prescriptions" is listed as a benefit, there are no charges for the issuing of any private prescription. The fulfilment of a private prescription is subject to charges raised by pharmacies, which depend on the pharmacy and the medication or item prescribed. We are not responsible for these charges and they are not included as a benefit.

Where "Intra-Oral X-Rays" is listed as a benefit, there are no charges for any intra-oral periapical or bitewing x-rays prescribed and delivered by a West End Dental clinician. This benefit specifically excludes extra-oral x-rays, including Orthopantomograms (OPGs) and Computerised Tomography Scans (CT-Scans).

Where "Intra-Oral X-Rays and Intra-Oral Scans" is listed as a benefit, the same applies, with the addition of intra-oral scans (such as scans for digital impressions). This benefit also specifically excludes extra-oral x-rays.

10.7 Definitions: adult treatments

Premium Treatments are any course of treatment that includes:

• dental implant treatment, including repairs, replacements and restorations supported by dental implants
• teeth whitening treatments
• facial aesthetic treatments
• composite bonding treatments
• Invisalign and other orthodontic treatments

The following treatments and services do not attract any membership discount and are not considered Core or Premium Treatments:

• consultations of any kind
• extra-oral x-rays including OPGs and CT scans
• advanced periodontal treatment
• study models and diagnostic wax-ups
• single-use files in endodontics
• sedation services

All other treatments are Core Treatments.

10.8 Definitions: child treatments

Child Routine Treatments are courses of treatment that include:

• standard extractions
• fluoride varnishes and fissure sealants
• standard restorations up to two cavities per year

Child Non-Routine Treatments are courses of treatment that include:

• endodontic treatment
• orthodontic treatment, including Invisalign
• any treatment involving laboratory work
• periodontal treatment delivered by a dental surgeon
• surgical extractions and extractions of third-molar or buried teeth
• any dental implant treatment

10.9 Commencement, duration and cooling-off period

10.9.1 By joining a dental membership plan you commit to a Minimum Membership Period of 12 months from the date your application is accepted (the Commencement Date), subject to clause 10.9.2.

10.9.2 You have 14 days from the date you complete your application form in which to cancel your membership (the Cooling-Off Period). If you cancel within this period and have not accessed any benefits, any payments made will be refunded in full.

10.9.3 To cancel within the Cooling-Off Period, please email info@westend-dental.com or write to Membership Services, West End Dental, 104 Conway Road, Colwyn Bay LL29 7LL.

10.9.4 Subject to the cooling-off provisions in clause 10.9.2, all membership payments are non-refundable. See also clause 10.11 (membership end and unused benefits).

10.9.5 It is your responsibility to access the benefits available under your membership. We are not responsible for, and will not refund, benefits you do not use.

10.9.6 Appointments offered as a benefit of membership are subject to the cancellation policy in clause 3.5. As a result, you may lose one or more appointment entitlements if you cancel at short notice or fail to attend.

10.10 Renewal and termination

10.10.1 At the end of the Minimum Membership Period, your membership renews automatically on each anniversary of the Commencement Date (the Renewal Date).

10.10.2 We will not issue revised documentation or renewal reminders except where pricing, terms or benefits have changed.

10.10.3 To terminate after the Minimum Membership Period:

• one month’s written notice is required, or
• three months’ written notice is required if you have attended an appointment or received paid-for treatment in the previous three months.

10.10.4 To give notice, please email info@westend-dental.com from the email address we hold for you, or write to Membership Services at the address in clause 10.9.3. Valid notice must include your full name and date of birth. For child members, notice will be accepted from the registered parent or guardian.

10.10.5 We may vary these membership terms, the benefits, or the pricing on at least 14 days’ written notice. If you do not wish to accept a variation you may terminate your membership without further notice and we will refund any payments made for periods after the variation takes effect.

10.11 Membership end and unused benefits

Membership is a service provided over a 12-month period and renewing annually thereafter. The fees you pay are for that ongoing membership, not for individual consultations or treatments. You continue to access the benefits set out in this Section 10 until your termination date. We do not refund membership fees for benefits that have not been used by the termination date.

10.12 Practice and transferability

Membership is registered at a specific West End Dental practice. Membership benefits cannot be claimed at any other West End Dental practice without our written agreement. This does not affect your ability to use other group practices for one-off services such as imaging or specific treatments under clause 7.3, but those services are charged at the relevant practice’s fee schedule and not under your membership entitlement.

10.13 Pricing

The current pricing for each dental membership tier is published at westend.dental/membership. Pricing varies by tier and is collected by Direct Debit on a monthly basis unless we agree otherwise. We may vary pricing on at least 14 days’ written notice (see clause 10.10.5).

§11Aesthetics Membership — additional terms

This Section 11 sets out additional terms that apply if you are a member of one of our aesthetics membership plans. Sections 1 to 9 also apply, and clause 4.4 (Aesthetic treatments) is particularly relevant. Where there is a conflict, this Section 11 takes precedence in relation to your aesthetics membership. Section 10 (Dental Membership) does not apply to aesthetics memberships.

11.1 Scope and eligibility

These terms apply to all aesthetics membership plans offered by West End Dental Group.

You must be aged 18 or over to join an aesthetics membership plan.

11.2 Membership tiers and benefits

We offer the following aesthetics membership tiers. The benefits set out below are provided for each year of membership and reset on each Renewal Date (see clause 11.8). All treatments are subject to clinical assessment and consent at each appointment, in line with clause 4.4 and clause 11.5.

Glow

• Anti-Wrinkle Injections, 3 Upper Facial Areas (4× per year)
• 10% off any aesthetic treatment (4× per year)

Enhance

• Anti-Wrinkle Injections, 3 Upper Facial Areas (4× per year)
• Lip Filler 1.1ml (1× per year)
• 10% off any aesthetic treatment (4× per year)

Refine

• Anti-Wrinkle Injections, 3 Upper Facial Areas (4× per year)
• Lip Filler 1.1ml (1× per year)
• Cheek Filler (1× per year)
• Chin Filler (1× per year)
• 10% off any aesthetic treatment (4× per year)

Signature

• Anti-Wrinkle Injections, 3 Upper Facial Areas (4× per year)
• Anti-Wrinkle Injections, Platysmal Bands (4× per year)
• Anti-Wrinkle Injections, Lip Flip (4× per year)
• 10% off any aesthetic treatment (4× per year)

11.3 Definitions: treatments

The treatments listed in clause 11.2 have the following meanings:

• Anti-Wrinkle Injections, 3 Upper Facial Areas — treatment with a botulinum toxin product to the forehead, glabellar (frown) and crow’s feet areas.
• Anti-Wrinkle Injections, Platysmal Bands — treatment with a botulinum toxin product to the vertical muscles of the neck.
• Anti-Wrinkle Injections, Lip Flip — treatment with a botulinum toxin product to the upper lip border.
• Lip Filler (1.1ml) — hyaluronic acid filler treatment of the lips, totalling 1.1ml.
• Cheek Filler — hyaluronic acid filler treatment of the cheeks.
• Chin Filler — hyaluronic acid filler treatment of the chin.

11.4 Timing of treatments

Aesthetics Membership is designed for the delivery of treatments on a regular schedule. Treatments included once per year are normally delivered every 12 months. Treatments included four times per year are normally delivered every three months. The exact schedule is set by your attending clinician based on clinical need.

11.5 Treatment safeguards

Aesthetic treatments delivered under your membership are subject to the additional safeguards set out in clause 4.4 of these Terms, including:

• a separate medical history specific to aesthetic treatment
• additional written consent at each treatment appointment
• a cooling-off period before each treatment commences
• compliance with the regulatory framework for non-surgical aesthetic procedures in the UK

We may decline to deliver a scheduled treatment where, in the clinical judgement of the attending clinician, it would not be safe or appropriate to do so. Where this happens, your entitlement is not lost — we will offer an alternative appointment at a clinically appropriate point.

11.6 Discounts

The 10% discount benefit applies to a single facial aesthetic treatment that is not part of your membership entitlement. Discounts apply to one treatment per occasion only.

11.7 Commencement, duration and cooling-off period

11.7.1 By joining an aesthetics membership plan you commit to a Minimum Membership Period of 12 months from the date your application is accepted (the Commencement Date), subject to clause 11.7.2.

11.7.2 You have 14 days from the date you complete your application form in which to cancel your aesthetics membership (the Cooling-Off Period). If you cancel within this period and have not accessed any benefits, any payments made will be refunded in full.

11.7.3 To cancel within the Cooling-Off Period, please email info@westend-dental.com or write to Membership Services, West End Dental, 104 Conway Road, Colwyn Bay LL29 7LL.

11.7.4 Subject to the cooling-off provisions in clause 11.7.2, all aesthetics membership payments are non-refundable. See also clause 11.9 (membership end and unused benefits).

11.7.5 It is your responsibility to access the benefits available under your membership. We are not responsible for, and will not refund, benefits you do not use, except where we have declined to deliver a treatment under clause 11.5.

11.7.6 Appointments offered as a benefit of aesthetics membership are subject to the cancellation policy in clause 3.5. We may charge for aesthetic appointments missed or cancelled at short notice.

11.8 Renewal and termination

11.8.1 At the end of the Minimum Membership Period, your membership renews automatically on each anniversary of the Commencement Date (the Renewal Date).

11.8.2 We will not issue revised documentation or renewal reminders except where pricing, terms or benefits have changed.

11.8.3 To terminate after the Minimum Membership Period, three months’ written notice is required.

11.8.4 To give notice, please email info@westend-dental.com from the email address we hold for you, or write to Membership Services at the address in clause 11.7.3. Valid notice must include your full name and date of birth.

11.8.5 We may vary these membership terms, the benefits, or the pricing on at least 14 days’ written notice. If you do not wish to accept a variation you may terminate your membership without further notice and we will refund any payments made for periods after the variation takes effect.

11.9 Membership end and unused benefits

Aesthetics Membership is a service provided over a 12-month period and renewing annually thereafter. The fees you pay are for that ongoing membership, not for individual treatments. You continue to access the benefits set out in this Section 11 until your termination date. We do not refund membership fees for benefits that have not been used by the termination date.

11.10 Practice and transferability

Aesthetics Membership is registered at a specific West End Dental practice. Membership benefits cannot be claimed at any other West End Dental practice without our written agreement.

11.11 Pricing

The current pricing for each aesthetics membership tier is published at westend.dental/aesthetics. Pricing varies by tier and is collected by Direct Debit on a monthly basis unless we agree otherwise. We may vary pricing on at least 14 days’ written notice (see clause 11.8.5).