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Effective Date: June 2026  |  Last Reviewed: June 2026

At Dovers Dental Clinic, we believe financial transparency is part of good patient care. This policy clearly states what you can expect regarding appointment cancellations, payments, and refund requests — including your rights, our responsibilities, and the exact steps to follow if you have a concern.

Our Commitment to You We will always be honest about what fees cover, what is refundable, and what is not. Where we have made an error or fallen below the standard of care we committed to, we will take responsibility. You will never be left without a clear next step.

1 Appointment Cancellations & No-Shows

Notice Required

We ask for a minimum of 24 hours' notice to cancel or reschedule an appointment. This allows us to offer your time slot to another patient.

SituationWhat Happens to Your Fee / Deposit
Cancellation with 24+ hours' noticeFull rescheduling at no charge; deposit held for your next visit or refunded on request
Cancellation with less than 24 hours' noticeConsultation or booking deposit may be forfeited to cover the reserved clinical time
No-show (no notice given)Deposit is forfeited; a new deposit is required to rebook
Exceptional circumstances (see Section 6)Reviewed individually — deposit may be held, transferred, or refunded

If you are running late, please call us immediately. We will do our best to accommodate you or advise honestly if we need to reschedule.

2 Registration & Consultation Fees

Registration and consultation fees cover patient record creation, clinical examination and diagnosis, professional treatment planning, and the dentist's reserved time.

Once these services have been provided, the fee is non-refundable — the service has already been delivered. This applies whether or not you proceed with treatment.

Exception If you cancel within the required 24-hour notice period before your consultation takes place and no services have been provided, you may request a refund of any advance payment or ask for it to be credited to your next visit.

3 Treatment Payments

Before Treatment Begins

We discuss all proposed treatment, fees, and your options before we begin. Treatment only proceeds with your informed consent. If you decide not to proceed before any treatment has started and no materials, laboratory costs, or third-party expenses have been incurred, you are entitled to a refund of treatment payments made — minus the consultation fee where applicable.

Once Treatment Has Started

Fees for professional services already provided, clinical time used, materials consumed, or completed stages of treatment are non-refundable. However, if you have paid in advance for future stages not yet delivered and no related costs have been committed, those unused portions may be refunded. We will calculate what has and has not been delivered and advise you in writing.

4 Specific Treatment Categories

4a. Laboratory-Based Work (Crowns, Bridges, Dentures, Veneers, Aligners)

Once your case has been sent to the laboratory, the fabrication fee is non-refundable. If you cancel before the case has been sent, a full or partial refund of that portion may be available depending on what planning costs have been incurred.

4b. Orthodontic Treatment (Braces & Aligners)

Payments are applied progressively to diagnosis, appliance fabrication, fittings, reviews, and supervision. Fees for completed stages and appliances already fitted are non-refundable. Where you have paid ahead for stages not yet provided, we will review what remains undelivered and advise on any refundable balance.

4c. Cosmetic Procedures (Whitening, Bonding, Veneers)

Cosmetic results can vary depending on your individual oral health and biology. A result that differs from your personal expectation — where treatment was performed to an accepted professional standard — does not automatically qualify for a refund. However, if you are unhappy, please tell us. We will review your case and respond within 5 business days with a clear proposal.

4d. Instalment Payment Plans

Each instalment covers services and stages already delivered. Stopping a payment plan does not entitle you to a refund of instalments paid for services already received. Where instalments have been paid in advance for future stages not yet commenced and no related costs have been incurred, those amounts may be reviewed for a refund or credit.

5 When Dovers Dental Is at Fault

We take full responsibility for our errors. If a problem arises as a direct result of clinical error, equipment failure, or a failure to meet the standard of care we committed to, you will not be asked to pay for the correction. We will review the situation promptly, provide appropriate corrective treatment at no charge, and where a refund is the most appropriate resolution, we will process it fairly and without delay.

This does not apply to outcomes resulting from factors outside our control — your existing oral health condition, non-compliance with aftercare instructions, or natural biological variation in healing.

6 Exceptional Circumstances

The following are examples of situations we treat as exceptional and will review with additional flexibility:

  • Hospitalisation or serious medical emergency preventing attendance
  • Bereavement of an immediate family member
  • A documented medical condition making it unsafe to continue treatment
  • Sudden relocation outside Lagos or Nigeria
  • Significant financial hardship resulting from job loss or similar

Please contact us and share whatever documentation you are able to provide. We will inform you of our decision within 7 business days.

7 HMO & Health Insurance Payments

If your treatment was paid through an HMO, corporate health plan, or health insurance provider, refunds must be coordinated between Dovers Dental and your HMO or insurer. We cannot issue a direct cash refund for amounts billed to and settled by an HMO. If you believe an error was made in your HMO billing, contact us and we will liaise with your provider directly.

8 How to Request a Refund

  1. Submit your request within 90 days of the payment or treatment date. Requests beyond 90 days may not be considered except in exceptional circumstances.
  2. Contact us by any of these methods:
  3. Provide: your full name, date of treatment or payment, amount paid, description of your concern, and any supporting documents (receipts, photos, correspondence).
  4. We will acknowledge your request within 2 business days and provide a full written decision within 7 business days of receiving all required information.
  5. Approved refunds are processed within 14 business days of approval, via bank transfer to the original payer's account or another method agreed in writing.
Credit Note Option In some cases we may offer a clinic credit note — a confirmed monetary credit against future treatment. We will always discuss this with you first. A credit note is never applied as a substitute for a cash refund without your written consent.

9 If You Disagree with Our Decision

If you are not satisfied with the outcome of your refund request, you may:

  • Request an internal review — ask for a senior team member to review the decision. We will respond within 5 business days.
  • Contact the Medical and Dental Council of Nigeria (MDCN) for clinical or professional standards matters: mdcn.gov.ng
  • Contact the Federal Competition and Consumer Protection Commission (FCCPC) for consumer protection matters: fccpc.gov.ng — Toll-free: 0800 900 9000

10 Frequently Asked Questions

Can I get a refund if I miss my appointment?

If you missed your appointment without 24 hours' notice, your deposit covers the clinical time reserved for you and is generally not refundable. If exceptional circumstances prevented your attendance, contact us and we will review your situation individually.

Can I get a refund if I decide not to proceed after my consultation?

The consultation fee is non-refundable once the examination and advice have been provided. If you paid a treatment deposit and treatment has not started and no materials have been ordered, that amount may be refunded. Contact us within 90 days.

Can I get a refund if I stop my braces treatment halfway?

Payments for completed stages, appliances already fitted, and review appointments attended are non-refundable. If you have paid ahead for future stages not yet delivered, we will calculate the unused balance and advise you in writing on what, if anything, is refundable. Contact us to start this review.

What if I am unhappy with my treatment result?

Contact us as soon as possible — ideally within 30 days of treatment completion. We will listen carefully, review your case, and respond within 5 business days with a clear proposal. Where an adjustment is appropriate, we will provide it. Where a refund is the right resolution, we will process it. We will always tell you honestly which applies.

I found a cheaper clinic — can I get a refund?

Choosing to transfer care to another provider does not entitle you to a refund for services already delivered, materials already used, or completed treatment stages. If you have paid for future stages not yet delivered and no related costs have been committed, those amounts may be reviewed. We will always calculate this honestly and show you our working.

What if I relocate from Lagos during treatment?

Relocation is treated as an exceptional circumstance. Contact us and we will review what treatment stages remain undelivered. Any unused, uncommitted balance may be refunded or credited. We aim to make this straightforward.

I paid through my HMO — how does a refund work?

Refund requests for HMO-covered treatment must be coordinated with your HMO or insurer. We cannot issue direct cash refunds for amounts settled by your HMO. Contact us and we will liaise with your provider on your behalf.

How long do I have to request a refund?

Refund requests must be submitted within 90 days of the payment or treatment date. Requests outside this window may be considered in exceptional circumstances.

What if the problem was Dovers Dental's fault?

If the issue arose from a clinical error or failure to meet our standard of care, you will not be charged for corrections, and where a refund is appropriate, we will process it. Please contact us as soon as possible so we can address it quickly.
Questions about this policy? We are happy to explain anything before you commit to treatment. Call 0805 516 2585, WhatsApp 0805 515 8148, or email care@doversdental.com. We respond within 2 business days.

This policy was last reviewed and updated in June 2026. The version published on this page is always the current version. If you received a printed or emailed copy, please check this page for the most up-to-date version.