Cancellation and Refund Policy

Last updated: 22 October 2026

This policy applies to appointments and payments made to Klinik Pergigian Dental Suite (“Dental Suite”, “we”), at our clinics or online. We provide dental services at our clinics; we do not sell or ship physical goods through our websites.

Changing or cancelling an appointment

You can reschedule or cancel an appointment by WhatsApp (010-844 0366) at no charge. Please let us know at least 48 hours before your appointment, so we can offer the slot to another patient.

Payments made before treatment

Payments made before your visit are not refunded. If you cancel or reschedule, the amount you paid is kept as credit in your patient account at Dental Suite, to use on your next visit.

Treatment already provided

Fees for consultations, examinations, X-rays, scans and treatment already carried out are not refundable, as the service has been provided.

Custom-made items

Crowns, veneers, dentures, bridges, retainers and similar items are made specially for you by a dental laboratory. Once the laboratory work has started, its cost is not refundable.

Packages and instalments

Payments already made for a treatment package or monthly plan, such as braces, are not refundable, including if treatment is stopped early.

Vouchers and promotional offers

Vouchers and promotional benefits have no cash value and cannot be exchanged for cash or refunded. They must be used within their stated validity period and terms.

If you are not satisfied with your treatment

Please contact us as soon as possible. We will arrange for a dentist to review your concern and explain the options available to you.

How approved refunds are paid

In the rare cases where we approve a refund, for example a duplicate payment or a charge made in error, it is paid using the original payment method where possible:

• Online banking or bank transfer: credited to your bank account within 14 working days after approval.
• Credit or debit card: returned to the card-issuing bank. Please check with your bank how long it takes to appear on your statement.
• Instalment providers: processed by the provider according to its terms.

We may decline a refund request that does not meet this policy.

How to contact us about a payment

Contact us by WhatsApp or email with your name, the clinic you visited or booked, the date of payment and your receipt or reference number.

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