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(03) 9376 0543


249 Racecourse Road, Kensington VIC

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Tooth Heaven Cancellation Policy

Arriving Late

We require that patients who have a reservation arrive promptly for their appointment, in order to provide fair and timely service to all of our patients. Late arrivals will reduce your precious treatment time, as each session will finish exactly on time as a courtesy to our next patient. We fully understand that sometimes being late is outside of your control. We will always do our best to accommodate late arrivals by performing as much treatment as possible in the time remaining. If your appointment time becomes inconvenient for you, we are always happy to change it if you provide us with at least 48 hours notice. This allows us to schedule in a patient who may be in urgent need of care.

Unfortunately, arriving too late to perform any treatment will result in a cancellation charge of $30

Our Policy on Cancellations...And Failure to Attend

When an appointment is made at Tooth Heaven, that time is reserved exclusively for you. We do not double book patients; one appointments for one patient, dedicating our resources and attention to that one patient for that time slot.

If you need to cancel your appointment:

  • Please call us on 03 9376 0543
  • We require a minimum of 48 hours notice.

An SMS or a courtesy call will be made up to 4 days prior to your appointment.

Please reply "YES" to the SMS to confirm your attendance at your reserved time.

Failure to reply or failure to return our calls outside of 48 hours will attract a cancellation fee of $30. It is because it is assumed that you are cancelling the appointment within the 48 hours and that attracts the cancellation fee. We may even further remove your appointment for someone else that really needs urgent care because all attempts to confirm your reservations have failed.

We pride ourselves on keeping our costs affordable for everyone. One way we do that is the efficient use of equipment and professional staff. Missed or broken appointments represent a cost to us, and to other patients who could have been seen in the time set aside for you. They interfere with our dental practice and create unnecessary scheduling problems for other patients.

Please advise us as soon as possible if you cannot attend an appointment.

This allows us to offer your appointment to someone else who may need urgent treatment. Since we turn away other patients to hold your appointment, any missed appointments or cancellations with less than 48 hours notice will result in a cancellation charge. If you need to cancel your appointment within 48 hours due to illness, we will gladly reschedule your appointment and waive the cancellation fee.

Due to the difficulty of filling last-minute cancellations, we respectfully request 48 hours notice. If this request is not fulfilled, it will be necessary to charge a $30 fee for missed appointments or last-minute cancellations. We also may reserve the right to charge the cost of the treatment upfront before making another appointment. This is only done if there are several cancellations. Please understand that we consider this a last resort, with the real motivating factor being our concern for the quality of service we are able to provide to you and to our other valued patients

We Thank You For Your Understanding and Cooperation

If you need to change your appointment please give us at least 48 hours notice.

Call us at 03 9376 0543 or you can contact us here


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