Refund and Fees Policy

◆ LAST UPDATED: 16 JULY 2026 ◆

1. Our Approach to Fees and Value

At 98ln Dental Atelier, we believe in transparent, fair, and sustainable pricing that reflects the quality of clinical care, materials, and professional expertise we deliver. Our fees are determined by multiple factors including the complexity of the procedure, time required, skill level of the practitioner, quality of materials used, overhead costs of maintaining a premium facility, and compliance with professional and regulatory standards.

We position ourselves within the premium tier of Sydney dental practices, comparable to other boutique clinics in the CBD and Eastern Suburbs. While our fees may be higher than some high-volume, low-cost providers, we believe the investment reflects the individualised attention, advanced technology, superior materials, and long-term outcomes our patients receive.

2. Treatment Estimates and Fee Transparency

2.1 Written Treatment Plans

Before commencing any significant treatment, we provide a detailed written treatment plan outlining:

• Specific procedures to be performed, with relevant item numbers from the Australian Schedule of Dental Services
• Estimated fees for each procedure and the total anticipated cost
• Expected number and duration of appointments
• Materials and techniques to be used
• Alternative treatment options where applicable
• Anticipated longevity and maintenance requirements
• Private health fund rebate estimates where relevant

2.2 Verbal Explanation

We take time to explain every aspect of proposed treatment, answer your questions, and ensure you understand what is included in the quoted fee. You are encouraged to take time to consider the plan before proceeding.

2.3 Changes During Treatment

If, during the course of treatment, we discover additional issues requiring attention, we will pause to discuss these with you, provide updated cost estimates, and obtain your informed consent before proceeding. We do not surprise patients with unanticipated charges.

3. Payment Terms

3.1 Payment at Time of Service

Unless alternative arrangements have been made in advance, payment is expected on the day of treatment. We accept the following payment methods:

• All major credit cards (Visa, Mastercard, American Express)
• Debit cards
• Electronic funds transfer (with prior arrangement)
• Approved third-party financing options (subject to application)
• Cash (for smaller amounts)

3.2 Extended Treatment Plans

For comprehensive treatment plans extending over multiple appointments, we typically request payment after each visit or stage of treatment. For large cases, we may offer structured payment arrangements agreed upon in advance. These arrangements remain at our discretion and require signed agreements.

3.3 Deposits

For certain extended treatments, custom-fabricated restorations, or specialist procedures requiring significant advance preparation, a deposit may be required to secure appointments and cover laboratory or material costs. Deposit amounts and terms are agreed upon in writing before treatment commences.

4. Private Health Insurance

4.1 On-the-Spot Claiming

We are registered providers with all major Australian private health funds and offer HICAPS claiming on the day of treatment. This means your fund rebate is processed immediately, and you pay only the gap between the rebate and our fee.

4.2 Understanding Your Coverage

Private health fund coverage varies significantly between policies. We strongly encourage you to:

• Review your policy details before treatment
• Check annual limits, waiting periods, and exclusions
• Verify coverage for specific procedures using the item numbers we provide
• Understand that funds set their own rebate amounts, which may differ from our fees

4.3 Patient Responsibility

Regardless of your health fund coverage, you remain responsible for the full fee charged by our practice. Any shortfall between the fund rebate and our fee, as well as amounts exceeding annual limits or for non-covered services, is your responsibility.

5. Government Schemes

5.1 Medicare

Most dental services are not covered by Medicare. However, limited dental care may be available through:

• Chronic Disease Management plans (for patients with chronic conditions requiring dental care contributing to their overall health management)
• Child Dental Benefits Schedule (for eligible children)
• Department of Veterans' Affairs schemes
• State-based public dental programs (with waiting lists)

5.2 Eligibility and Documentation

Eligibility for these schemes is determined by the relevant government body, not by our practice. Where applicable, we assist with necessary clinical documentation and claims processing.

6. Refunds: General Principles

6.1 Nature of Dental Services

Dental care differs fundamentally from retail goods. Once a clinical service has been delivered, it cannot be "returned" in the traditional sense. The practitioner's time, expertise, clinical judgement, and professional responsibility have been exercised, and custom-made restorations are fabricated specifically for your individual anatomy.

6.2 Australian Consumer Law

Our refund policy operates within the framework of the Australian Consumer Law (ACL), which provides guarantees that services will be:

• Provided with due care and skill
• Fit for any specified purpose
• Supplied within a reasonable time
• Of acceptable quality given their nature and price

Where we fail to meet these guarantees, you have rights under the ACL including remedies such as having the service re-performed, receiving compensation for reduction in value, or in cases of major failure, terminating the contract and receiving a refund.

7. Specific Refund Scenarios

7.1 Consultation Fees

Consultation fees cover the practitioner's time, expertise, and use of diagnostic equipment. These fees are generally non-refundable as the service has been delivered. If you require a second consultation to discuss the same issues due to circumstances outside your control, we may exercise discretion in charging.

7.2 Treatment Not Commenced

If you decide not to proceed with planned treatment after a consultation but before any work has begun, no treatment fees are charged beyond the consultation fee. Any deposits paid for custom materials or laboratory work may be retained to cover costs incurred, less any amounts recoverable from third parties.

7.3 Treatment in Progress

If treatment is discontinued partway through at your request, you are responsible for payment of all work completed up to that point, plus any non-recoverable costs for custom materials or laboratory work already commissioned.

7.4 Custom Restorations

Custom-fabricated items such as crowns, bridges, veneers, dentures, and orthodontic appliances are made specifically for your individual anatomy. Once fabricated, these cannot be resold or reused. If you decline to proceed with fitting after fabrication, the cost of the restoration remains payable.

7.5 Clinical Failures

If a restoration or treatment fails due to factors within our control (material defects, technical errors, or clinical misjudgement), we will remedy the situation at no additional cost within a reasonable timeframe. The appropriate remedy depends on the circumstances and may include repair, replacement, or in rare cases, partial refund.

7.6 Patient Factors Affecting Outcomes

Treatment outcomes can be affected by factors beyond our control, including:

• Patient's oral hygiene and home care
• Dietary habits (e.g., excessive sugar, hard foods)
• Bruxism (teeth grinding) or clenching
• Non-compliance with post-operative instructions
• Failure to attend maintenance appointments
• Underlying medical conditions affecting oral health
• Smoking or tobacco use

We are not responsible for treatment failures or complications arising from such factors. Patients are provided with comprehensive written and verbal instructions, and ongoing support is available.

8. Warranties on Restorative Work

We stand behind the quality of our restorative work with the following framework:

8.1 Standard Warranties

• Direct restorations (fillings): Warranty against fracture and secondary decay for 2 years from placement
• Indirect restorations (crowns, bridges, veneers): Warranty against fracture for 5-10 years depending on material and case complexity
• Dental implants: Fixture warranty from manufacturer (typically lifetime); prosthetic components warranted for 5-10 years
• Orthodontic treatment: Retention warranty for 2 years following active treatment, subject to compliance with retainer protocols

8.2 Warranty Conditions

Warranties are conditional upon:

• Attendance at all scheduled maintenance appointments
• Maintenance of good oral hygiene as instructed
• Prompt reporting of any concerns or symptoms
• Avoidance of habits known to damage restorations
• Compliance with post-treatment care instructions

8.3 Warranty Exclusions

Warranties do not cover damage or failure resulting from:

• Trauma or accidents
• Poor oral hygiene or neglected dental disease
• Parafunctional habits (grinding, clenching) without protective appliances
• Dietary abuse or misuse
• Alteration by another practitioner without consultation
• Natural wear beyond expected lifespan
• Systemic disease affecting oral tissues

9. Complaints and Dispute Resolution

9.1 Internal Resolution

If you are dissatisfied with any aspect of your care or have concerns about fees, we encourage you to discuss this directly with your treating practitioner or our practice manager in the first instance. Most concerns can be resolved through open communication and understanding.

9.2 Formal Complaints Process

If direct discussion does not resolve your concern, you may lodge a formal written complaint. We will:

• Acknowledge receipt within 2 business days
• Investigate thoroughly, reviewing clinical records and consulting relevant parties
• Provide a written response within 14 business days (or communicate expected timeframe if longer)
• Offer appropriate remedies where our service did not meet expected standards

9.3 External Resolution

If our internal process does not satisfactorily resolve your concern, you may escalate to external bodies:

• Health Care Complaints Commission (HCCC) for clinical concerns in NSW
• Dental Board of Australia for registration and professional standards issues
• Australian Financial Complaints Authority (AFCA) for certain payment disputes involving financing
• Civil and Administrative Tribunal for consumer claims under a specified amount
• Private health fund for disputes about rebate entitlements

10. Cancellation Fees

10.1 Appointment Cancellations

We reserve clinical time specifically for you, turning away other patients who may need care. To maintain our ability to provide timely access to care, we request at least 48 hours' notice for cancellations or rescheduling.

10.2 Cancellation Fee Schedule

• 48+ hours notice: No fee
• 24-48 hours notice: 50% of scheduled appointment fee or $150, whichever is less
• Less than 24 hours notice: Full scheduled appointment fee
• Non-attendance without notice: Full scheduled appointment fee

10.3 Fee Waivers

Cancellation fees may be waived at our discretion in cases of genuine emergency, sudden illness, or other compelling circumstances. We understand that life is unpredictable and apply these policies with compassion and judgement.

11. Third-Party Financing

11.1 Available Options

For patients requiring payment flexibility, we work with approved third-party financing providers who offer interest-free and low-interest payment plans. These arrangements are between you and the finance provider, not directly with our practice.

11.2 Your Responsibilities

If you utilise third-party financing:

• You are responsible for meeting the finance provider's repayment schedule
• Our practice is not a party to the finance agreement
• Disputes with the finance provider should be directed to them
• Default on financing does not extinguish your obligation to our practice

12. Outstanding Accounts

12.1 Payment Expectations

We expect accounts to be settled promptly. Outstanding balances may affect our ability to schedule future appointments until resolved.

12.2 Late Payment

Accounts overdue by more than 30 days may be subject to:

• Administration fee of $35
• Interest at the rate prescribed under relevant legislation
• Restriction on booking future appointments
• Referral to debt collection services (with associated costs recovered)

12.3 Financial Hardship

If you experience financial difficulty, please contact us before your account becomes overdue. We may be able to negotiate extended payment arrangements on a case-by-case basis, considering your circumstances and history with our practice.

13. Price Changes

Our fees are reviewed annually and may be adjusted to reflect changes in:

• Material and supply costs
• Laboratory fees
• Staff remuneration and training costs
• Equipment maintenance and replacement
• Regulatory compliance costs
• General inflation

Existing treatment plans remain at the agreed fee if treatment commences within the period specified in the plan (typically 3 months). New consultations receive current pricing.

14. Special Considerations

14.1 Children's Treatment

We apply the same professional standards to paediatric patients. Where children are eligible for government schemes, we facilitate access to these benefits. Treatment decisions are made in the child's best interest, considering cooperation level, behaviour management needs, and long-term oral health.

14.2 Complex Cases

Some cases present unusual complexity requiring extended time, multiple practitioners, or specialised techniques. Fees for such cases reflect the additional resources and expertise required.

14.3 Emergency Care

We reserve time for urgent cases, sometimes disrupting scheduled appointments. Emergency fees reflect the need for immediate availability and the compressed timeframe.

15. Policy Updates

This Refund and Fees Policy may be updated periodically to reflect changes in professional standards, regulatory requirements, or our practice operations. The current version is always available on our website with the date of last revision clearly indicated. Changes generally apply to new treatment plans agreed after the revision date.

◆ END OF REFUND AND FEES POLICY ◆