Patient Rights, Responsibilities & Clinic Policies

1.⁠ ⁠PATIENT RIGHTS

Being a valued patient in the Dubai Health Authority, you and your family have the following rights:

1. 1. Receive a written copy of the Patient and Family Bill of Rights from reception, registration office, or Communication and Customer Relations Office. If, for any reason, you don’t understand them, please contact the Administrative Officer in the Health Center or Communication and Customer Relations Office (Toll-free no: 800342 or 800-DHA) for any help including providing an interpreter, if any.
   2. Receive impartial care respecting your personal values and beliefs from all staff without discrimination, according to DHA rules and regulations.
   3. Receive comprehensive medical care aiming at reaching proper medical diagnosis and treatment of your illness and/or injury.
   4. Receive immediate care in emergency cases.
   5. Know the identity (name & specialty) of the physician responsible for your care.
   6. Receive from the healthcare team in a simple understandable manner comprehensive information about your diagnosis, proposed treatment, any changes in your health status and causes of such changes, alternative treatment, probabilities of treatment success or failure, therapy advantages and disadvantages (if any), possible problems related to treatment and expected results of ignoring the treatment.
   7. Have an interpreter (upon availability) if the language presents a barrier to understanding details of your comprehensive medical care.
   8. You have the right to have a person of one’s own sex present during certain parts of a physical examination, treatment, or procedure performed by a health professional of the opposite sex and the right not to remain disrobed any longer than is required for accomplishing the medical purpose for which disrobing was needed.
   9. Participate in your care decision-making. DHA encourages patients, parents, or legal guardians, to the extent they wish, to participate in planning and implementing the treatment with nurses and physicians.
   10. Obtain a medical report and a copy of medical test results from the medical records section (upon your request), for which the health center will charge according to DHA rules and regulations.
   11. Enjoy privacy while carrying out all examinations, procedures, and treatment at the health center, and confidentiality of all your information.
   12. Choose the treating doctor (depends on availability), in addition to rejecting him/her upon furnishing a genuine reason.
   13. Refuse the treatment (if wish so). Thus, the treatment doctor must inform you of the medical consequences of your refusal. Accordingly, you shall sign a form prepared to that effect.
   14. Refuse examination or access to your treatment details by any person not directly responsible for your care. For persons who are not directly involved in your treatment, must have your prior permission to attend your case discussion, examination, and treatment.
   15. Be protected during treatment from any physical, verbal, or psychological assault.
   16. Receive information from the treating doctor (in case you would like to donate any body organ) about the donation process including advantages disadvantages (if any).
   17. Have a family member or guardian as an escort depending on your health status, as per DHA rules and regulations. However, due to medical reasons, certain units do not allow this.
   18. Receive a complete explanation of causes to be transferred to another center (should need arise), consequent obligations (financial, administrative, if any), and alternatives. Then, the Health Center management will take all necessary arrangements to obtain the alternate medical center approval to receive the referred patient before starting the transfer process.
   19. Receive upon your request an itemized bill explaining all charges regardless paid by yourself or by another source.
   20. Complain, suggest, and comment on services through Communication and Customer Relations Office (Toll-Free 800342).
   21. View your medical record under the supervision of the treating doctor or a medical team staff, according to DHA rules and regulations.
   22. DHA respects your right to appropriate assessment and management of pain through evidence-based practices and provides you with all necessary information in this regard.
   23. In case of any new scientific research conducted by DHA pertaining to your treatment, your doctor will inform you on all related issues including potential benefits and risks, therapeutic alternatives, and medical research protocol details.
   24. If you are asked to participate in medical research, you have the right to give written consent or refuse. On the other hand, you have the right to end your participation at any time for any reason, noting that this will not compromise the quality of medical services provided to you.
   25. DHA is committed to provide terminally ill and dying patients with decent and compassionate care respecting their unique needs, according to DHA rules and regulations.
   26. Right to receive a clear estimate of treatment costs before care begins

2.⁠ ⁠PATIENT RESPONSIBILITIES

Being a valued patient in Dubai Health Authority, you and your family have the following responsibilities:

1. Respect the Health Center’s rules and regulations.
2. Show consideration for others and deal with other patients and staff with respect.
3. Respect the privacy and comfort of other patients.
4. Provide complete and accurate information about present complaints, past illness, previous hospitalization, and treatment and any known allergy.
5. Follow the treating doctor’s instructions.
6. Give your written General Consent for treatment at DHA upon visit to the Health Center.
7. Give your written informed consent before any minor surgery, anesthesia, or any other procedures that entail your written consent (according to DHA rules and regulations; after receiving all information that you may need. This must include the procedure benefits, available alternatives, and all possible risks (if any).
8. Hold the responsibility for refusing or not following the treatment plan, after being informed of consequences.
9. Avoid delay in taking an appointment from the Medical Records section, as soon as it is requested by the doctor.
10. Attend the appointment on time. If the Patient needs to cancel or reschedule an appointment, the Patient should, where possible, notify the Clinic at least 48 hours before the scheduled time. Cancellation or rescheduling less than 24 hours before the appointment is considered a late cancellation and is subject to the consequences set out in Section 3 of this Policy.
11. Respect the priority given to emergency cases.
12. Observe safety regulations including the no-smoking policy, maintaining the cleanliness of the place, hand hygiene, etc.
13. Ensure that financial obligations due for DHA are fulfilled promptly (if any).
14. Give requested samples and attend medical check-up on time.
15. Avoid bringing valuables personal belongings to the Health Center. The Health center will not be held responsible for damage or loss of such belongings. However, in emergency cases, you must notify nurses and give them these valuables in the presence of the Health Center’s security staff against duly signed special forms. You must keep a copy of this form and verify the recipient’s official identity. The Health Center management is not responsible for any consequences resulting from nonadherence to the above instructions.
16. Ask questions when information is unclear or not understood.

وثيقة حقوق و واجبات المرضى وعائلاتهم — النسخة المحدّثة

كونك مريضًا لدى هيئة الصحة في دبي، لك ولعائلتك الحقوق التالية:

١. الحصول على نسخة من هذه الحقوق من مكتب الاستقبال أو مكتب التسجيل. إذا لم تستطع فهم مضمون هذه الوثيقة لأي سبب، الرجاء التواصل مع مكتب خدمة العملاء لطلب المساعدة بما في ذلك توفير مترجم إن وجد (الأرقام متوفرة في الصفحة الأمامية).
٢. تلقي رعاية صحية عادلة تتسم بالمساواة مع احترام قيمك ومعتقداتك الشخصية من قبل جميع العاملين وفقًا لقواعد ولوائح هيئة الصحة بدبي.
٣. الحصول على رعاية صحية شاملة تهدف إلى تشخيص وعلاج سليم لمرضك و/أو إصابتك.
٤. تلقي رعاية فورية في الحالات الطارئة.
٥. معرفة اسم وتخصص الطبيب المسؤول عن رعايتك.
٦. الحصول على معلومات شاملة عن تشخيصك مع المقترحات العلاجية لحالتك، وإخبارك بأي تغييرات تطرأ على وضعك الصحي وأسبابها. كما لك الحق في معرفة العلاجات البديلة وفرص نجاحها، ومعرفة مزايا علاجك والمشاكل المحتملة ونتائج تجاهل العلاج. ستُقدم لك هذه المعلومات بطريقة بسيطة ومفهومة.
٧. الحصول على مترجم (إن أمكن) في حال وجود عوائق لغوية تمنعك من فهم تفاصيل حالتك الصحية.
٨. الحصول على التوعية اللازمة حول التثقيف الصحي، وإرشادات الوقاية والرعاية الذاتية بما يتناسب مع حالتك.
٩. المشاركة في اتخاذ القرارات الخاصة برعايتك الصحية. وتشجع هيئة الصحة بدبي المرضى والوالدين والأوصياء القانونيين على المشاركة في تخطيط وتنفيذ العلاج مع الأطباء والممرضات.
١٠. الحصول على تقرير طبي ونسخة من نتائج فحوصاتك الطبية من قسم السجلات الطبية (بناءً على طلبك) مع العلم أنها مرتبطة برسوم وفقًا لقواعد ولوائح هيئة الصحة بدبي.
١١. التمتع بالخصوصية أثناء جميع فحوصاتك وإجراءاتك وعلاجك في المركز الصحي والحفاظ على سرية جميع معلوماتك.
١٢. اختيار الطبيب المشرف على علاجك ضمن ما هو متوفر في المركز الصحي.
١٣. رفض العلاج (إذا رغبت بذلك). وعلى الطبيب المعالج إبلاغك بالعواقب الطبية لقرارك، كما يجب توقيعك على استمارة تُقرّ فيها بذلك.
١٤. الحصول على شرح وافٍ حول الخطة العلاجية، ومدة التعافي المتوقعة، وأي خطوات إضافية تتعلق بمتابعة وضعك الصحي.
١٥. حمايتك من أي إساءة جسدية أو لفظية أو أي اعتداء نفسي أثناء تلقي العلاج.
١٦. تلقي المعلومات من الطبيب المعالج في حال كنت ترغب بالتبرع بأي عضو من أعضاء الجسم، بما في ذلك المنافع والمساوئ المحتملة.
١٧. مرافقة أحد أفراد أسرتك أو ولي أمرك وفقًا لحالتك الصحية ووفقًا للوائح هيئة الصحة بدبي.
١٨. تلقي تفسير شامل في حال وجوب نقلك إلى مركز طبي آخر، ومناقشة البدائل المتوفرة. وستتخذ إدارة المركز جميع الإجراءات اللازمة لنقلك بعد الحصول على الموافقة من الجهة المستقبلة، وإبلاغك بالالتزامات الإدارية أو المالية (إن وجدت).
١٩. تلقي فاتورة مفصلة تشرح جميع الرسوم المستحقة الدفع بغض النظر عمن سيتحمل الدفع.
٢٠. تقديم اقتراحاتك وشكاويك لمكاتب خدمة العملاء أو عبر نظام المقترحات والشكاوى الإلكترونية.
٢١. الاطلاع على سجلك الطبي تحت إشراف طبيبك أو أحد أفراد الفريق الطبي وفقًا للوائح هيئة الصحة بدبي.
٢٢. حقك في الحصول على تقييم مناسب لشكواك من خلال اتباع علاج طبي علمي معروف مع إعطائك جميع المعلومات اللازمة.
٢٣. في حال وجود بحث علمي جديد متعلق بعلاجك، سيزوّدك الطبيب بكل المعلومات اللازمة، بما في ذلك الفوائد والمخاطر والبدائل وخطوات البروتوكول.
٢٤. إذا طُلب منك المشاركة في بحث علمي، لديك الحق في القبول أو الرفض، ولديك أيضًا الحق في الانسحاب في أي وقت دون أن يؤثر ذلك على جودة الرعاية المقدمة لك.
٢٥. تلتزم هيئة الصحة بدبي بتقديم رعاية كريمة للمرضى الذين يعانون من أمراض لا شفاء مرجو منها مع احترام كرامتهم واحتياجاتهم وفقًا للوائح الهيئة.
٢٦. الحق في الحصول على تقدير واضح لتكاليف العلاج قبل بدء الرعاية.

الواجبات — النسخة المحدّثة مع إضافة البند ١٦ الجديد

١. احترام قواعد ولوائح المركز الصحي.
٢. مراعاة المرضى الآخرين واحترام جميع العاملين.
٣. احترام خصوصية وراحة المرضى الآخرين.
٤. إعطاء معلومات كاملة ودقيقة عن حالتك الصحية الحالية والسابقة وأي علاج سابق وأي حساسية إن وجدت.
٥. اتباع تعليمات الطبيب المعالج.
٦. إعطاء موافقة مكتوبة على الاستشارة الطبية عند تسجيلك لعلاج في المركز الصحي.
٧. إعطاء موافقة مكتوبة قبل أي عملية جراحية أو تنظير أو تخدير أو نقل دم أو أي إجراء يتطلب موافقة خطية وفق لوائح هيئة الصحة بدبي.
٨. تحمل المسؤولية عند رفض العلاج أو عدم اتباع خطة العلاج بعد إبلاغك بالعواقب.
٩. تفادي التأخير في أخذ المواعيد من قسم السجلات الطبية بناء على طلب الطبيب.
١٠. حضور الموعد في الوقت المحدد، وإبلاغ المركز قبل ٤٨ ساعة في حال الرغبة بإلغاء الموعد.
١١. احترام إعطاء أولوية للحالات الطارئة.
١٢. الالتزام بقواعد السلامة وسياسة عدم التدخين والمحافظة على نظافة المكان.
١٣. ضمان الوفاء بالالتزامات المالية المستحقة في الوقت المحدد (إن وجدت).
١٤. إعطاء العينات المطلوبة والحضور للفحوصات الطبية في الوقت المحدد دون تأخير.
١٥. تجنب جلب الممتلكات القيمة للمركز الصحي، أو تسليمها للتمريض في الحالات الطارئة وفق الإجراءات.
١٦. طرح الأسئلة عندما تكون المعلومات غير واضحة أو غير مفهومة.

3.⁠ ⁠TREATMENT, BOOKING & NON-REFUNDABLE DEPOSIT POLICY

Applies to all patients of DentalDate TMJ Institute Dental Clinic LLC (hereinafter referred to as the “Clinic” or “DentalDate”).

At DentalDate TMJ Institute Dental Clinic LLC, we are committed to providing the highest quality of care. To ensure the smooth operation of our clinic and fair allocation of our team’s time and resources, the following booking and treatment rules apply:

3.1 Appointment Confirmation

All procedures requiring advance preparation, special materials, laboratory work, or the involvement of specialists must be confirmed by a prepayment. The amount of the prepayment depends on the type of service:

• Comprehensive TMJ Diagnostic — AED 1,000 prepayment;
• Haas appliances — 100% prepayment;
• Aligners — minimum 50% prepayment;
• Surgical procedures (implant placement, gum grafting, complex surgical procedures) — AED 1,500 prepayment;
• Splints — 100% prepayment;
• Temporary prosthetic restorations — minimum 50% prepayment;
• Permanent prosthetic restorations — minimum 50% prepayment.

For a Comprehensive TMJ Diagnostic, the Clinic reserves up to 2.5 hours of the doctor’s time, as well as the necessary diagnostic equipment and other Clinic resources. Accordingly, an appointment for a Comprehensive TMJ Diagnostic is confirmed and the appointment time is reserved for the Patient only after the required AED 1,000 prepayment has been made.

An appointment will not be confirmed without the required prepayment where such prepayment is applicable.

All prepayments are considered non-refundable deposits unless otherwise expressly stated by the Clinic in writing or required by applicable law.

Where treatment requires the ordering, fabrication, or reservation of custom materials, components, laboratory products, or the involvement of specialists, the corresponding costs incurred by the Clinic further confirm the non-refundable nature of the prepayment and do not limit the general principle of non-refundability established by this Policy.

3.2 Cancellation and No-Show Policy

If the Patient does not confirm the appointment, the Clinic may cancel the booking.

Cancellation or rescheduling less than 24 hours before the scheduled appointment time is considered a late cancellation.

Failure to attend a confirmed appointment is recorded as a no-show.

In the event of a late cancellation, rescheduling less than 24 hours before the appointment, or a no-show, the prepayment made for the relevant visit will be forfeited in full and will not be transferred to another appointment.

If an appointment is cancelled or rescheduled less than 3 hours before the scheduled time, an additional late cancellation fee of AED 300 will be charged. The Clinic will issue the Patient an invoice for this amount, which shall be payable by the Patient. This fee applies regardless of whether a prepayment was required for the relevant appointment. If a prepayment was made for the relevant appointment, the AED 300 fee will be charged in addition to the full forfeiture of that prepayment.

In the event of two or more late cancellations, rescheduling less than 24 hours before the appointment, and/or no-shows, the Clinic reserves the right to require 100% prepayment for all future appointments.

The Clinic may also require 100% prepayment for future visits in cases of repeated lateness, rescheduling, late cancellations, no-shows, or other recurring violations of the booking rules.

If the Patient arrives more than 15 minutes late, the Clinic reserves the right to shorten, reschedule, or cancel the appointment if the remaining time is insufficient to safely and properly perform the planned treatment. If, as a result of such lateness, the appointment is cancelled or the planned treatment cannot be performed, the prepayment made for the relevant visit will be forfeited in full and will not be transferred to another appointment.

This policy is intended to ensure the fair allocation of doctors’ time and Clinic resources and to maintain the efficient operation of DentalDate.

3.3 Rescheduling Due to Health Conditions

We care about the safety and comfort of our Patients and team. Please reschedule your visit to the Clinic if, at the time of your appointment, you have any of the following conditions:

• symptoms of a cold or viral illness, including fever, cough, runny nose, sore throat, or general malaise;
• acute infectious conditions;
• active herpes lesions on the face, lips, or skin.

Rescheduling in such circumstances is necessary for the Patient’s safety, the protection of other Patients and medical staff, and to ensure appropriate conditions for dental procedures.

The Patient is advised to inform the Clinic of their condition as early as possible in order to arrange a new appointment date.

Rescheduling or cancelling an appointment due to a health condition does not change the status of the prepayment as a non-refundable deposit and does not, by itself, create any right to a refund.

In exceptional circumstances, where the Clinic receives notice of the need to reschedule more than 24 hours before the scheduled appointment time, the Clinic may, at its sole discretion, allow the prepayment to be transferred to another date, provide a Credit Balance (Credit Note), or offer another arrangement taking into account the circumstances of the particular case.

If notice is received less than 24 hours before the scheduled appointment time, Sections 3.2 and 3.7.2 of this Policy shall apply.

If, prior to the rescheduling or cancellation, the Clinic has already incurred costs, ordered or fabricated materials, commenced laboratory work, performed clinical or digital planning, or undertaken other preparation, the corresponding amounts are non-refundable.

The granting of an exception in one case does not create any right for the Patient to demand a similar exception in the future.

3.4 Repeated Non-Compliance with Clinic Rules

Repeated non-compliance with the Clinic’s rules may include, without limitation:

• repeated no-shows;
• late cancellations;
• repeated lateness or rescheduling;
• refusal of previously agreed treatment during the appointment without a valid medical reason;
• failure to comply with the agreed treatment protocol;
• other repeated actions by the Patient resulting in the unjustified loss of reserved time of the doctor, specialists, or other Clinic resources.

In such cases, the Clinic may require 100% prepayment for all future visits and/or impose additional conditions for confirming future appointments.

The application of this Section does not limit any other rights of the Clinic under this Policy.

3.5 Payment Policy

All procedures must be paid for in accordance with the agreed financial plan.

Any outstanding balance must be paid in full (100%) before treatment continues.

Where there is an outstanding balance, the Clinic reserves the right not to confirm new appointments and to suspend, postpone, or, to the extent permitted by applicable medical and legal requirements, refuse to continue planned treatment.

Planned treatment may resume only after the Patient has fully satisfied all financial obligations owed to the Clinic.

Termination, suspension, or modification of treatment at the Patient’s initiative does not release the Patient from the obligation to pay for services actually provided, clinical stages completed, diagnostics performed, materials used or ordered, laboratory work completed or commenced, and any other financial obligations already incurred.

3.6 General Provisions

The Clinic reserves the right to amend this Policy in accordance with applicable requirements. Patients will be notified of changes in the prescribed manner.

By booking an appointment and/or continuing treatment after having been provided with or made aware of the applicable version of this Policy, the Patient acknowledges having reviewed its terms.

All surgical procedures, including, without limitation, implant placement, treatment of gum recession, and complex surgical procedures, require a prepayment of AED 1,500 to confirm the appointment.

Such prepayment is required to reserve specialists’ time and to prepare the materials, equipment, and other resources necessary for the relevant procedure and constitutes a non-refundable deposit in accordance with this Policy.

Any preliminary cost estimate and financial plan are prepared on the basis of the clinical information available at the time they are issued.

If additional clinical circumstances are identified during diagnosis or treatment, or if additional or modified procedures become necessary, the treatment plan, cost, sequence, and estimated timeline may be revised.

Any additional or modified treatment will be agreed with the Patient in accordance with the applicable procedure before it is performed, except where a different approach is permitted by applicable medical requirements.

3.7 DentalDate Prepayment Refund Policy

3.7.1 General Principle

All prepayments defined by this Policy as non-refundable deposits are strictly non-refundable regardless of the Patient’s personal circumstances, including changes to travel plans, illness, scheduling conflicts, changes in personal or financial circumstances, or the Patient’s decision not to proceed with treatment, unless otherwise expressly agreed by the Clinic in writing or required by applicable law.

The prepayment covers, among other things, reservation of the time of the doctor and other specialists, preparation of materials, clinical and digital planning, laboratory coordination, custom fabrication of products, and the Clinic’s administrative and operational costs.

3.7.2 Cancellation, No-Show, and Refusal of Treatment

Cancellation or rescheduling of an appointment at the Patient’s initiative does not change the status of the prepayment as a non-refundable deposit and does not, by itself, create any right to a refund.

Where an appointment is cancelled or rescheduled more than 24 hours in advance, the Clinic may, at its sole discretion, allow the relevant prepayment to be transferred to another date or applied toward future treatment. Such transfer does not constitute a refund and does not create any right to a similar transfer in the future.

If the appointment is cancelled less than 24 hours before the scheduled time, the Patient fails to attend a confirmed appointment, or the Patient refuses the planned treatment during the appointment after the specialist’s time has been reserved and/or clinical resources have been engaged, the prepayment will be forfeited in full and may not be transferred to another appointment.

For cancellations made less than 3 hours before the scheduled appointment time, the additional AED 300 late cancellation fee under Section 3.2 shall also apply.

Any exception, including the transfer of a prepayment, provision of a Credit Balance (Credit Note), or refund, is permitted only in accordance with this Policy and does not create any right for the Patient to demand a similar exception in the future.

3.7.3 Laboratory and Custom-Made Work

For treatment involving laboratory work, custom fabrication, or special clinical preparation, including, without limitation, aligners, crowns, veneers, bridges, removable and fixed prostheses, splints, occlusal appliances, retainers, surgical guides, and other custom-ordered or custom-made products, the following conditions apply.

Once laboratory work or clinical preparation has commenced, including diagnostics, impressions, scanning, clinical or digital treatment planning, preparation of an order, or submission of the order to a laboratory or other provider, the deposit will be applied and forfeited in full even if the Patient subsequently decides not to commence or continue treatment.

The cost of work already performed or commenced, materials and products ordered or fabricated, laboratory expenses, and other related costs shall be payable by the Patient and shall not be refundable to the extent permitted by applicable law.

This provision does not limit the Clinic’s right under this Policy to forfeit a non-refundable deposit in full in the circumstances specified in this Policy.

3.7.4 Clinical Preparation and Additional Cancellation Fee

If the Patient cancels or discontinues agreed treatment involving laboratory work after the clinical process has commenced, including consultation, diagnostics, preparation or development of a treatment plan, impressions, scanning, clinical or digital planning, reservation of specialists’ time, or other clinical or administrative preparation, an additional cancellation fee of AED 3,500 will be charged to cover professional time, planning, and administrative coordination.

This fee is additional to the application and forfeiture of the non-refundable deposit and any other amounts payable under this Policy, to the extent permitted by applicable law.

3.7.5 Financial Costs and Refund Procedure

A refund is not an automatic right of the Patient and will be provided only in cases specified in this Policy, where approved by the Clinic in writing, or where required by applicable law.

Where a refund is made in an exceptional case, the Clinic may deduct up to 5% of the refund amount to cover bank charges, payment gateway fees, and administrative costs, to the extent permitted by applicable law.

This Section does not, by itself, create any right for the Patient to a refund.

Where a refund is approved, it will generally be made using the same payment method and to the same payment instrument used for the original payment, unless otherwise required by applicable law or the rules of the relevant payment system, or where this is objectively impossible.

The actual time required for funds to be credited after they have been sent by the Clinic depends on the bank, payment system, or payment gateway and is outside DentalDate’s control.

3.7.6 Credit Balance (Credit Note)

In exceptional cases, the Clinic may, at its sole discretion, provide the Patient with a credit balance (Credit Note) for future use at DentalDate instead of refunding a non-refundable prepayment, where permitted by applicable law.

The Credit Balance:

• is valid for 12 months from the date it is provided;
• may be used exclusively for payment for services provided by DentalDate;
• may be used in full or in part during its validity period;
• may not be paid out, refunded, or exchanged for cash;
• may not be transferred to another person unless expressly agreed by DentalDate in writing;
• expires at the end of its validity period, and any unused balance is forfeited to the extent permitted by applicable law.

The provision of a Credit Balance is an exceptional and individual decision made by the Clinic at its sole discretion and does not create any right for the Patient to demand its provision, an extension of its validity period, payment of its cash equivalent, or a similar exception in the future.

3.8. Complaints, Treatment Review and Refunds

3.8.1. Submission of a Complaint

For the formal consideration of a complaint or refund request, the Patient must submit a written request to info@dentaldate.ae, specifying their full name, the nature of the complaint, the remedy sought and, where available, any supporting documentation or materials.

The Clinic will acknowledge receipt of the request and will generally provide a reasoned response within 10 business days, or notify the Patient if additional time is required to complete the review.

3.8.2. Review of a Complaint

The Clinic may conduct a repeat clinical assessment, review the Patient’s medical records and diagnostic results, arrange a clinical case review or obtain a second medical opinion.

Until the review has been completed, Clinic staff are not authorised to confirm whether a refund will be issued, the amount or timing of any refund, or to acknowledge any medical error or liability on the part of the Clinic.

3.8.3. Modification or Discontinuation of Treatment

The treatment plan may be modified or discontinued if, during the course of treatment or following a repeat clinical assessment, new circumstances, contraindications, or the need for surgical or other specialised intervention are identified.

Patient safety and clinical appropriateness take priority over any treatment plan previously discussed.

3.8.4. Treatment Outcome

Any prognosis, anticipated outcome, estimated treatment timeframe or explanation provided by a doctor is based on the clinical information available at the relevant time and does not constitute an unconditional guarantee of any specific result unless such guarantee has been expressly provided by the Clinic in writing.

A change of treating doctor does not, in itself, constitute grounds for a full refund.

3.8.5. Refunds

Patient dissatisfaction with the outcome of treatment, a change in the treatment plan, a change of treating doctor, discontinuation of treatment at the Patient’s initiative, or the inability to continue the originally planned treatment do not, by themselves, create an automatic right to a full or partial refund.

Any request for a possible refund is subject to an individual clinical and financial review by the Clinic, taking into account the circumstances of the particular case, the terms of the agreed treatment plan, services actually provided, clinical stages completed, diagnostics and planning performed, materials used or ordered, laboratory work completed or commenced, resources reserved, and other applicable financial obligations.

The existence of an unused portion of paid treatment, a treatment plan, package, or prepayment does not, by itself, mean that the Patient is entitled to a refund of the corresponding amount.

Where treatment was purchased or agreed as part of a comprehensive treatment plan, package, or several interrelated stages, discontinuation of treatment does not, by itself, create any right to a refund of non-refundable deposits already paid.

Where, under this Policy, a written decision of the Clinic, or applicable law, there is a basis for determining an amount to be refunded, that amount will be calculated taking into account the stages actually completed, services provided, diagnostics and planning performed, materials used or ordered, laboratory work completed or commenced, professional time, and other applicable costs and financial obligations.

The amount of any potential refund or other financial settlement will not be determined solely on a pro-rata basis according to the number of remaining visits, procedures, or stages where the actual value of the treatment already performed, resources used, and financial obligations already incurred differs from such a proportional calculation.

This Section does not limit the application of the provisions of this Policy concerning non-refundable deposits, their full forfeiture, additional cancellation fees, laboratory and custom-made work, and other amounts payable by the Patient.

Any refund, where applicable, is also subject to Section 3.7.5 of this Policy.

3.8.6. Decision of the Clinic

Following its review, the Clinic may offer continuation or modification of treatment, treatment by another doctor, corrective treatment, referral to an appropriate specialist, a partial or full refund, or another form of resolution.

Any voluntary refund, compensation, or other goodwill gesture or settlement offered by the Clinic does not, in itself, constitute an admission of medical error, improper treatment, or liability on the part of the Clinic.

3.9 Termination or Prolonged Interruption of Treatment at the Patient’s Initiative

The Patient may refuse or discontinue treatment in accordance with applicable medical and legal requirements after receiving information regarding the possible consequences of such decision.

Termination, suspension, or prolonged interruption of treatment at the Patient’s initiative does not release the Patient from financial obligations for services actually provided, treatment stages completed, diagnostics performed, materials used or ordered, laboratory work completed or commenced, and other costs actually incurred by the Clinic.

If the Patient independently discontinues treatment, fails to attend scheduled follow-up or treatment appointments, or has a prolonged interruption contrary to clinical recommendations, the originally anticipated outcome, timeline, sequence, and cost of further treatment may change.

To the extent permitted by applicable law, DentalDate shall not be liable for deterioration of the Patient’s condition, an increase in treatment duration, changes in the anticipated outcome, the need for additional treatment, or other consequences to the extent that such consequences are caused by or materially attributable to the Patient’s independent discontinuation of treatment, prolonged interruption, or failure to comply with clinical recommendations.

Following a prolonged interruption, DentalDate may require a new clinical examination, new or additional diagnostics, and, where necessary, preparation of an updated treatment plan.

In such circumstances, the cost, timeline, sequence, and scope of further treatment will be determined based on the Patient’s current clinical condition and the Clinic’s terms applicable at that time.

3.10 Clinic’s Right to Restrict or Discontinue Further Services

DentalDate may, subject to the Clinic’s medical obligations, Patient safety, and applicable legal requirements, terminate the current appointment and/or restrict or decline further planned services to the Patient in circumstances including, but not limited to:

• aggressive, threatening, insulting, humiliating, or otherwise unacceptable conduct toward doctors, staff members, other Patients, or visitors;
• threats, intimidation, pressure, or interference with the normal operation of the Clinic;
• actions that threaten the safety, dignity, or rights of staff members, Patients, or other persons;
• systematic violation of the Clinic’s rules;
• repeated material non-compliance with the agreed treatment protocol;
• demands for treatment or a procedure that the treating doctor considers medically unjustified, unsafe, or contrary to professional standards;
• refusal to follow medically justified recommendations of the treating doctor where such refusal creates risks to the safety of the Patient, staff, or other persons, prevents the proper provision of medical care, or materially disrupts the clinical process.

Depending on the circumstances, the Clinic may terminate the current appointment, cancel or decline to confirm subsequent planned appointments, and, where appropriate, recommend that the Patient continue treatment at another healthcare facility.

Termination or restriction of further services does not cancel the Patient’s financial obligations to the Clinic. All services already provided, clinical stages completed, materials used or ordered, laboratory work completed or commenced, and any other previously incurred financial obligations remain payable.

Non-refundable deposits already paid remain non-refundable and will be applied in accordance with this Policy unless otherwise required by applicable law.

This Section applies subject to mandatory requirements of applicable law, the professional obligations of the healthcare facility, and the Clinic’s obligation to provide necessary medical care in circumstances where such obligation is imposed by law or applicable medical requirements.

3.11 Payment Disputes and Transaction Chargebacks

A request by the Patient to a bank, card issuer, payment system, or payment provider to dispute a transaction, initiate a chargeback, or otherwise reverse a payment does not, by itself, cancel the Patient’s financial obligations in respect of services actually provided, work performed, materials used or ordered, or other amounts payable under this Policy and applicable law.

In connection with such a payment dispute, DentalDate may provide the bank, card issuer, payment system, payment provider, and other authorised participants in the dispute process with documents and information reasonably necessary to substantiate the relevant transaction and the Clinic’s performance of its obligations, including information regarding appointments, payments, services provided, and other permissible documentation.

Such information will be provided only to the extent and in the manner permitted by applicable law, confidentiality requirements, and the rules of the relevant payment system.

4. Warranty, maintenance & treatment outcome policy

5.⁠ ⁠LOST AND FOUND POLICY

Items that are lost anywhere in the clinic will be kept in a designated lost and found area for a period of thirty (30) days.

Applicability

Items that are in good repair and considered worth saving.

Objective

To provide a mean to hold lost items in order to return them to the rightful owner.

Procedures

• Found items will be logged into a lost and found notebook or binder along with a description of the item and the date that it was found. Contact attempt dates, times and whether successful will be noted. The date that the item is picked up or disposed will also be noted.
• A note with the date found will also be attached to the item.
• Clinic will designate a specific locked location where found items will be kept.
• If an item contains identification, the owner will be notified by phone call or email as soon as possible.
• All patients who visited the clinic before discovering the lost items will be contacted by the staff through phone calls or instant messages and emails when patients don’t respond to phone calls. Clinic lost and found procedures will be explained to the owner. Staff will make three attempts to contact the owner. Whether the owner is contacted or not, the item will be disposed according to the following procedures when not claimed after 30 days.
• When the owners name is known, unless the staff knows the owner by sight, the person claiming the item will be required to show identification. If the owners name is unknown, person claiming the item must describe the item.

All items will be retained for 30 days.

At the end of 30 days all items will be disposed of as follows:

• Cash will be considered a donation to nonprofit charity organizations
• ID cards, credit cards, bill, and any other paper containing personal information will be shredded or cutup
• Keys will be separated and each thrown into different closed trash receptacle
• All other paper will be recycled
• Glasses will be donated to the nonprofit charity organizations
• Other items with any value will be donated to nonprofit organizations
• Items with no value will be put in the trash