Terms & Conditions

Keppel Advanced Dentistry – 1 Cedar Road, Sutton, Surrey SM2 5DA
Last updated: June 2026

1. About these Terms

These Terms & Conditions set out the basis on which Keppel Advanced Dentistry (“the practice”, “we”, “us”, “our”) provides dental services to its patients (“you”, “your”). They apply to all consultations, treatments and finance arrangements undertaken at the practice, alongside any specific written treatment plan or consent form you sign. If you have any questions about these Terms, please ask a member of our reception team and we will be happy to clarify them before you proceed.

Our principal dentist is Dr Tom Keppel (GDC No. 68586). All clinicians at the practice are registered with the General Dental Council (GDC) and the practice is regulated by the Care Quality Commission (CQC).

2. Becoming a patient

Before your first appointment we will ask you to complete a registration form and a medical history form. It is essential that the information you provide is accurate and complete, as your treatment will be planned around it. You must tell us promptly about any changes to your medical history, medication, address or contact details.

3. Consultations, treatment plans and estimates

No clinical advice can be given without a face-to-face or video consultation with a clinician. Following your consultation we will provide a written treatment plan and a written cost estimate. Treatment plans and fees are valid for 60 days from the date they are issued. If clinical or radiographic findings during treatment make it necessary to change the plan, we will discuss any change – and any change to the cost – with you before proceeding.

4. Consent

You will be asked to give written consent before any significant treatment, including but not limited to implants, sedation, orthodontics, veneers, crowns, bridges and full mouth rehabilitation. We will explain the procedure, the realistic outcomes, the risks, the alternatives (including no treatment) and the costs before consent is obtained. You may withdraw your consent at any point, and so may your clinician where it is in the interests of your health.

5. Fees and payment

All of our treatment is provided privately. The fees for your treatment will be set out in your written treatment plan. Our current price guide is available on request.

• Fees are payable on the day of treatment unless an alternative arrangement has been agreed in writing.
• We accept payment by debit and credit card, contactless, bank transfer and cash. We do not accept American Express or cheques unless agreed in advance.
• For laboratory-based treatments (such as crowns, veneers, bridges and dentures) a minimum 50% deposit is required at the appointment where impressions or scans are taken, with the balance payable at fit.
• For implant treatment and complex restorative or cosmetic plans, a staged payment schedule will be set out in writing in your treatment plan.
• Unpaid balances may be referred to a debt-collection agency or to the County Court, and we reserve the right to recover all reasonable costs incurred in doing so.

6. Finance plans

We work with regulated finance providers to offer 0% and low-interest monthly payment plans on eligible treatment. Finance is subject to status, affordability and the terms and conditions of the provider. The finance agreement is between you and the provider; the practice acts only as a credit broker, not a lender.

7. Deposits and securing appointments

We may ask for a refundable deposit to secure consultation appointments, longer appointments and any laboratory-based treatment. Deposits are fully deducted from the cost of treatment, or refunded after the appointment if no treatment is required, provided the appointment is honoured.

8. Cancellations and missed appointments

We ask for the following minimum notice if you need to change or cancel an appointment:

• At least 48 working hours’ notice for any standard appointment.
• At least 72 working hours’ notice for any appointment scheduled for one hour or more, including hygiene, sedation, implant, veneer and full smile makeover appointments.

Where less notice is given, or where you do not attend (“DNA”), we reserve the right to charge a cancellation fee proportionate to the appointment length, up to the full cost of the appointment for late notice or non-attendance. We also reserve the right to require a non-refundable deposit before booking any future appointments. Repeated late cancellations or missed appointments may result in the practice declining to offer further appointments, at the principal’s discretion.

9. Arriving late

Please aim to arrive five minutes before your appointment so we can update your details. If you arrive more than 10 minutes late we may not be able to complete your scheduled treatment and may need to reschedule – in some cases this will count as a missed appointment under clause 8.

10. Children and patients lacking capacity

Patients under 16 must be accompanied to their appointment by a parent or guardian with parental responsibility, who will be asked to sign consent and medical history forms on the child’s behalf. For adult patients who lack capacity, treatment will be planned and consented in line with the Mental Capacity Act 2005.

11. Guarantees on treatment

We stand behind our work. The following guarantees apply provided that the treatment has been paid for in full, you have attended your recommended recall and hygiene appointments, you have followed our written aftercare instructions, and the restoration has not been damaged by accident, trauma, untreated grinding or smoking:

• Direct (composite) fillings: 12 months.
• Crowns, bridges, inlays and onlays: 24 months.
• Porcelain and composite veneers: 24 months.
• Dental implants (the implant fixture only): 5 years subject to the manufacturer’s warranty.
• Implant crowns, abutments and prosthetic components: 24 months.

Where a different guarantee period applies to a specific treatment, you will be told in writing in your treatment plan. The guarantee is not transferable and does not affect your statutory consumer rights under UK law.

12. Aftercare and recall

Following treatment we will give you written aftercare guidance and recommend a recall interval (typically every 3, 6 or 12 months) based on your individual risk. Attending your recall appointments is a condition of any guarantee we offer.

13. Use of clinical photographs, scans and x-rays

All clinical records, including photographs, intra-oral scans and radiographs, remain the property of the practice. Copies can be supplied on request. With your separate written consent, we may use anonymised before-and-after images in marketing material, on our website or social media accounts, and for educational and training purposes. You can withdraw that consent at any time – we will stop new use going forward, although it may not be possible to recall material already published.

14. Patient communications

We will contact you about your appointments, treatment and follow-up care by phone, SMS, email or letter using the details you have provided. Please tell us if you would prefer not to be contacted by a particular channel. Marketing communications are only sent where you have given consent and can be unsubscribed from at any time.

15. Complaints

We take complaints very seriously. If you are unhappy about any aspect of your care or your experience at the practice, please speak to our Practice Manager or write to us at the practice address or by email at [email protected]. We will acknowledge your complaint within 3 working days and aim to give a full written response within 20 working days. A copy of our full complaints procedure is available on request.

If you are not satisfied with our response, you may refer your complaint to the Dental Complaints Service (a free, independent service for private dental complaints) on 020 8253 0800 or at dentalcomplaints.org.uk. You may also contact the General Dental Council on 020 7167 6000 or at gdc-uk.org.

16. Zero-tolerance policy

We are committed to providing a safe and respectful environment for our patients and team. We operate a zero-tolerance policy towards any form of physical or verbal abuse, discriminatory or threatening behaviour, or disorderly conduct on our premises or in communication with our team. We reserve the right to refuse treatment, end the patient relationship and report incidents to the police.

17. Promotions

From time to time we may run special offers on treatment. Offers are subject to availability, clinical suitability and the specific terms published with the promotion, and cannot normally be combined with other offers or finance plans unless stated otherwise.

18. Data protection

We process your personal data in line with the UK GDPR and the Data Protection Act 2018. For full details please see our Privacy Policy.

19. Website use

Our website is provided for general information only. Content does not constitute clinical advice; you should always book a consultation for any concern about your own dental health. We make reasonable efforts to keep information accurate and up to date but make no warranty as to its accuracy or completeness. We reserve the right to update the website, fees and these Terms from time to time. You should review them periodically.

20. Liability

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under UK law, including for personal injury caused by negligence or for fraudulent misrepresentation. Subject to that, our liability for any treatment is limited to the cost of the treatment provided, except where the law requires otherwise.

21. Governing law

These Terms are governed by the laws of England and Wales, and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

22. Contact

Keppel Advanced Dentistry, 1 Cedar Road, Sutton, Surrey SM2 5DA. Telephone: 0208 642 0355. Email: [email protected].