Appointments and cancellations

This policy applies to all appointments at this dental practice (the Practice, we, us, our), operated by Averra Dental Pty Ltd. Our aim is simple: when you book a time, that time is held for you alone, and a late cancellation or missed appointment means another patient who needed care could not be seen. This policy explains what we ask of you and what fees may apply.

1. Booking and confirmation

Appointments can be booked online, by phone or in person. An online request is not confirmed until we contact you. We send a confirmation and reminders by SMS or email; please reply to confirm when asked. If we have not received a confirmation by the business day before your appointment, we may call you, and if we cannot reach you, we may release the time to another patient.

2. Notice required to change or cancel

Please give us as much notice as possible if you need to reschedule or cancel. The minimum notice period we ask for is stated when you book, in your confirmation message and at reception, and a longer notice period applies to extended, specialist and sedation appointments and to any appointment where laboratory work has been ordered. You can cancel by phone during practice hours, by replying to your reminder SMS, or by emailing privacy@averradental.com.au; a message left outside practice hours is treated as received at the start of the next business day.

3. Late cancellation and missed appointment fees

Where an appointment is cancelled with less than the required notice, or you do not attend, a fee may apply. The fee is set according to the length and type of the appointment booked, and where laboratory work has already been ordered the laboratory cost incurred may also be charged. The current fees are stated when you book and are displayed at reception.

Any fee charged is a genuine pre-estimate of the cost of unused clinical time and materials, and is not a penalty. We will not charge a fee for cancellations due to illness or emergency that you tell us about as soon as reasonably practicable, or where we have been unable to confirm your appointment with you, and we exercise discretion for a first missed appointment.

Fees are not claimable from health funds or Medicare. Any fee must be paid before a further appointment is booked, unless otherwise agreed.

4. Deposits

We may ask for a deposit to secure extended appointments, appointments where laboratory work will be ordered, and appointments for patients who have previously missed appointments. The deposit amount is stated when you book. Deposits are applied to the cost of treatment, are refundable in full if you cancel with the required notice, and may be forfeited to the extent of the applicable fee if you cancel late or do not attend.

5. Running late

If you arrive late, we may not have enough time to complete your treatment safely and may need to reschedule you. Where we can still see you, treatment may be shortened to fit the time remaining. A late arrival that results in no treatment being possible is treated as a missed appointment.

6. Repeated missed appointments

If you repeatedly miss appointments or cancel late, we may require prepayment of future appointments, limit you to same-day or short-notice bookings, or in persistent cases decline to book further non-emergency appointments. We will always discuss this with you first.

7. When we need to change your appointment

Occasionally we need to reschedule because a practitioner is unwell, equipment fails, or an emergency patient needs urgent care. We will contact you as early as possible and offer the next available suitable time. If we need to cancel at short notice, no fee applies to you and any deposit is carried forward or refunded at your choice. We are not liable for travel, lost wages or other costs arising from a rescheduled appointment.

8. Emergencies

We keep time each day for patients in pain. If you have a dental emergency, call us as early as possible and we will do our best to see you the same day. Our Website Terms of Use explain what to do in a medical emergency.

9. Disputes

If you believe a fee has been applied in error, contact us at privacy@averradental.com.au or speak to reception, and we will review the circumstances. Our Feedback and Complaints Policy applies.