04 5696808
Level 1, 44 Queens Drive, Lower Hutt

Terms and Condition

We are always pleased to assist our clients whenever we can. This document gives details of our terms and conditions of service. If, however, you have any queries or need clarification, please contact us and a member of staff will be happy to help you.

Treatment planning

Once your treatment plan has been agreed with the dentist, we will provide printed details of your plan. If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you. Treatment plans are valid for net 90 days from the date the treatment was prescribed. If there are any points on your treatment plan that you wish to query, please do not hesitate to ask us, before the appointments for actual treatments are made. Consent forms: Certain treatments require completion of a written consent form. This is in order to explain the treatment, aftercare and any risk to you thoroughly, before any of these treatments are carried out.


My Family Dentists require fees to be settled at the appointment where treatment is provided. Where treatment incurs a laboratory fee, at least 50% of the total fee is due at the appointment where impressions are taken. Fees for certain treatments like clear aligner are taken in staged payments at each visit.  Fees for treatment where  sedation is included, must be settled prior to the appointment to avoid financial transactions, or signatures being required, whilst a client is still under the influence of the sedative. My Family Dentists reserves the right to charge time based deposits for booking future appointments. Deposits are deductible off the cost of treatment. My Family Dentists  reserves the right to make a charge for any debt passed to a debt collection agency. All the fees applied for any form of Dental treatment at the clinic are based on; the materials used, laboratory costs incurred (if applicable), and the clinical time spent. The fees are however, demonstrated as treatments prescribed on the treatment plan for your information.

***Bad Debt

WE expect our patients to pay for the treatment which has been carried out  as soon as the treatment has been completed. If the outstanding balance has not been cleared within 5 working days, My Family Dentists reserves the right to use a debt management company to recover its fees. An admin fee of 25% of the outstanding amount will be added to the bill

Late cancellation or missed appointments

My Family Dentists reserves the right to charge late cancellation fees, in the event of a missed appointment or an appointment cancelled with less than 24 hour notice. For appointments longer than 1 hour, we require at least 72 hours notice.

Late for appointments

We understand that some patients travel long distances to get to the clinic, and in some cases being late for appointments can be unavoidable. If you are more than 10 minutes, please be aware that you may be asked to reschedule your appointment.

Personal Details

It is very important that you give a full medical history and details of any medication you take. Should these change in any way, it is very important for you to tell your dentist. It is the patient’s responsibility to inform the clinic of any changes in either personal details and/or their medical history.

Use of images and radiographs

My Family Dentists  may use images and x-rays of your smile and teeth only, for marketing and educational purposes on the My Family Dentists  website, and on promotional and educational literature. Your name will never be published, and identity will never be disclosed. However, if you DO NOT wish for us to use your images and x-rays in this way, please let us know.

Use of patient contact details

At My Family Dentists the health of our patients is our highest priority, and we also like to keep our patients informed of various important changes at the clinic and of our latest special offers. We like to remind our patients of their appointments, when they are due for appointments, and other various important reminders. On this note, you may be periodically contacted by the clinic via phone, text, email or by letter in the post. If you DO NOT wish to be contacted by the clinic by any or all of these means, please let us know.

Complaints policy

At My Family Dentists we always take complaints about any aspects of our services very seriously, in order to ensure that every patient has only the very best experience at all times. Complaints can be made verbally or in writing. Every complaint will receive immediate written acknowledgment, and the Management will strive to resolve the complaint within a quick, reasonable period of time (usually about 2 weeks). For our full complaints procedure and policy, please ask a member of our reception team.

No tolerance/Abuse policy

At My Family Dentists we operate a zero tolerance policy to abuse to our Dentists and staff, loud/disorderly/drunken behaviour, persistent missing and late cancellation of appointments (after multiple warnings). In these situations, My Family Dentists  reserves the right to refuse treatment and admission.

Data Protection Act

We store all patient personal details on a secure computer system in accordance with the Data Protection Act. All clinical notes, digital radio-graphs, digital photographs etc remain the property of My Family Dentists . Copies of notes, radiographs and photographs can be made available on request, and My Family Dentists  reserves the right to charge an administration fee for these.