Terms & Conditions for Cranbourne Dental Care
1. General Information
Cranbourne Dental Centre (ABN 42164988514) provides dental services at 2 Camms Road, Cranbourne, VIC 3977 and online via www.dentistincranbourne.com.au.
By accessing our website, booking an appointment, or receiving treatment at our practice, you agree to be bound by these Terms and Conditions and any policies referred to in them.
The information on this website is for general information only and is not a substitute for a personal consultation, diagnosis, or treatment plan from a registered dental practitioner.
2. Appointments, Cancellations and No‑Shows
Appointments can be made online, by phone, or in person.
Please provide at least 24 hours’ notice if you need to cancel or reschedule an appointment.
If you cancel with less than 24 hours’ notice or fail to attend (“no‑show”), a cancellation fee may apply.
If you have prepaid for an appointment and cancel with at least 24 hours’ notice, your prepayment will be refunded or credited to your account according to our refund policy.
If you do not attend or cancel late, any prepayment may be forfeited to cover costs incurred by the practice.
3. Payment Terms and Methods
Unless otherwise agreed in writing, payment is due on the day of treatment.
We accept the following payment methods:
- Private health insurance claims via HICAPS (where available)
- Medicare for eligible patients (e.g., Child Dental Benefits Schedule)
- Payment plans (through approved third‑party providers or in‑house by prior arrangement)
- Credit cards (Visa, MasterCard, American Express)
- Debit cards (EFTPOS)
- Cash
- Electronic funds transfer / bank transfer (by prior arrangement)
Quotes and treatment plans are estimates only and may change if your clinical needs or chosen treatment options change. You will be informed if additional or alternative treatment is recommended.
4. Health Insurance, Medicare and Gap Payments
Cranbourne Dental Centre accepts claims from many private health funds, including major providers such as Bupa, Medibank Private, HCF, nib, ahm and others, as well as Smile.com.au plans.
We also treat eligible patients under Medicare programs such as the Child Dental Benefits Schedule (CDBS), where applicable.
Important points:
- Your health fund policy, waiting periods, limits, exclusions, and rules determine the benefit you receive, not the dental practice.
- If your fund does not cover the full cost of treatment, you must pay the “gap” (the difference between the fee and the benefit paid by your fund).
- It is your responsibility to check your level of cover, remaining limits, and eligibility with your insurer or Medicare prior to treatment.
- “No‑gap” or reduced‑gap offers only apply where your fund and product type support these arrangements and where the treatment falls within those terms.
- We process health fund claims via HICAPS where possible as a convenience; however, we cannot guarantee that a claim will be approved at the time of service.
5. Payment Plans
Payment plans may be available for certain treatments (for example, orthodontics, implants, or extensive restorative work).
Payment plans may be provided in‑house or through third‑party providers such as finance or “buy now pay later” companies.
All payment plan applications are subject to approval by the provider, and additional terms and fees may apply (for example, establishment fees or interest).
You remain responsible for payment of all treatment fees even if the third‑party provider refuses or cancels finance.
Details of any payment plan, including schedule, fees, and consequences of missed payments, will be provided to you before you agree.
6. Refund Policy
At Cranbourne Dental Centre, we aim to provide high‑quality care and clear communication. Our refund policy is designed to be fair to both patients and the practice.
6.1 Prepaid Services and Overpayments
If you prepay for treatment and the procedure does not proceed, a refund will be provided for the portion of treatment not performed, less any non‑refundable costs (such as consultations, diagnostic tests, or materials already ordered).
If you have overpaid due to billing error or health fund adjustments, the overpaid amount will be refunded to the original payment method wherever possible.
6.2 Cancellations and Missed Appointments
If you cancel or reschedule with at least 24 hours’ notice, any prepayment for that appointment will be refunded or credited to your account.
If you cancel with less than 24 hours’ notice or fail to attend, a cancellation fee may be charged and any prepayment may be retained to cover the costs of the missed appointment.
6.3 Completed Treatments
Once treatment has been performed and completed, fees are generally non‑refundable.
Refunds will only be considered where there has been a billing error or where we agree that the treatment provided was not in line with the agreed treatment plan or accepted standards of care, following a review by the treating dentist or another clinician at the practice.
Dental treatment outcomes can vary between individuals and cannot be guaranteed. Dissatisfaction with the outcome alone, where treatment has been provided appropriately and with informed consent, does not ordinarily entitle you to a refund.
6.4 Uncompleted or Cancelled Treatment Plans
For multi‑stage or long‑term treatments (for example, braces, implants, complex restorative cases):
- Fees are often structured to cover diagnostic work, planning, laboratory work, and appointments that may already have occurred.
- If treatment is discontinued or cancelled part way through, we will calculate the value of services and materials already provided, and any unused portion may be refunded, less any non‑refundable costs (including laboratory fees or custom devices already manufactured).
- Custom appliances, crowns, bridges, dentures, aligners, or other personalised medical devices are generally non‑refundable once fabrication has started or they have been issued to you.
6.5 Products and Materials
Opened or used dental products (for example, whitening kits, retainers, toothbrushes, oral care products) cannot be refunded due to health and safety reasons, except where required by Australian Consumer Law.
Faulty products will be repaired, replaced, or refunded in accordance with consumer rights.
6.6 Refund Requests and Processing
If you believe you are entitled to a refund:
- Contact us by phone, email, or in person to discuss your concern.
- Provide relevant information such as your name, treatment details, dates, receipts, and any supporting documents.
- We will assess your request and, if a refund is approved, process it within approximately 7–10 business days where practicable.
- Refunds will normally be processed to the original payment method. If this is not possible, we will discuss an alternative method with you.
- Offering a refund or fee adjustment as a gesture of goodwill does not necessarily mean we accept liability for any aspect of the treatment.
7. Consent to Treatment
We are committed to informed consent and clear communication.
Before treatment, your dentist will explain the diagnosis, recommended options, risks, benefits, alternatives, and likely costs, and answer your questions.
By attending your appointment and agreeing to proceed, you give consent to the treatment discussed.
For minor or routine procedures (such as examinations, cleans, simple fillings), consent is usually obtained verbally. For more complex, invasive, or high‑cost procedures (such as implants, extractions, orthodontics, and cosmetic work):
You may be asked to sign a written or electronic consent form and/or financial consent form.
These forms may outline treatment stages, risks and possible complications, estimated fees, payment arrangements, and limitations of the proposed treatment.
You may withdraw consent for ongoing treatment at any time; however, you will remain responsible for fees for services already provided and for any non‑refundable costs.
8. Consent for Children’s Dental Care
For patients under 18 years of age:
- Consent must be provided by a parent or legal guardian, or another person with legal authority to consent to treatment.
- For routine care (e.g., check‑ups, cleans, fluoride), consent is usually obtained verbally at the appointment, supported by a general consent form.
- For more complex procedures (e.g., fillings, extractions, orthodontics), a specific written or electronic consent form will be provided and must be signed by the parent/guardian before treatment.
- Parents or guardians are responsible for the payment of treatment fees, including any gap payments not covered by health funds or Medicare.
- In genuine emergencies where immediate treatment is required to prevent serious harm and a parent or guardian cannot be contacted, the dentist may proceed with necessary care in the child’s best interests, in accordance with professional and legal guidelines.
9. Emergencies and After‑Hours Care
Cranbourne Dental Centre endeavours to see dental emergencies as soon as possible during normal opening hours.
After‑hours or urgent appointments are subject to dentist and staff availability and may attract different fees.
If we are unable to see you promptly, we may recommend you contact another dentist, a public dental service, or a hospital emergency department as appropriate.
For life‑threatening emergencies, patients should call 000 or attend the nearest hospital emergency department.
10. Professional Indemnity and Limitations
Our practitioners are registered with the Australian Health Practitioner Regulation Agency (AHPRA) and are covered by professional indemnity insurance in accordance with legal requirements in Australia.
To the extent permitted by law:
- We do not accept liability for any loss or damage arising from your use of this website or reliance on its general information.
- We are not liable for any indirect, incidental, or consequential loss, or for costs arising from delays, cancellations, or unavailability of services beyond our reasonable control.
- Nothing in these Terms and Conditions excludes, restricts, or modifies rights that you may have under Australian Consumer Law or other applicable legislation.
11. Privacy and Confidentiality
We respect your privacy and handle personal information in line with Australian privacy laws.
We collect personal and health information to provide dental care, manage appointments, process payments, and communicate with you.
Your records are stored securely and only accessed by authorised staff.
We may share relevant information with other healthcare providers, laboratories, or insurers involved in your care, as permitted by law and/or with your consent.
You may request access to your records, subject to privacy and legal requirements.
For more information, please refer to our separate Privacy Policy (if you have/will have one) or contact us directly.
12. Website Use and Intellectual Property
All content on dentistincranbourne.com.au, including text, images, logos, and graphics, is owned by Cranbourne Dental Centre or used under licence.
You may view, download, or print content for personal, non‑commercial use only.
You must not reproduce, modify, distribute, or use website content for commercial purposes without our written permission.
We do not guarantee that the website will be available at all times or free from errors, viruses, or interruptions, although we take reasonable steps to maintain security and functionality.
13. Changes to These Terms
We may update these Terms and Conditions from time to time.
The latest version will be posted on our website and will apply from the date of publication.
By continuing to use our website, book appointments, or receive treatment after changes are made, you are deemed to accept the updated terms.
14. Contact Us
If you have any questions about these Terms and Conditions, your treatment, payments, or would like to provide feedback or make a complaint, please contact us:
Cranbourne Dental Care
📍 2 Camms Road, Cranbourne VIC 3977
📞 (03) 5923 0099
✉️ info@dentistincranbourne.com.au