UK Smiles Terms and Conditions

1. About us and these terms

1.1 These terms and conditions (the “Terms”) apply to the services we provide to you. “We”, “us”, “our” and “UK Smiles” mean UK Smiles Marketing Ltd, a company registered in England and Wales with company number 12595335, whose registered office is at 86–90 Paul Street, London EC2A 4NE, United Kingdom. We are registered with the Information Commissioner’s Office (ICO) under registration number ZC259424. You can contact us at hello@uksmiles.co.uk or on +44 7496 169630.

1.2 “You” and “your” mean the person who books our services.

1.3 Please read these Terms carefully before you book. The summary at the top is for convenience; if there is any difference, the numbered Terms apply.

2. Definitions

2.1 In these Terms:

2.2 “Writing” includes email.

3. Our role

3.1 We are a UK marketing and patient coordination company. We are not a dentist, doctor, dental clinic or healthcare provider. We do not provide, carry out, supervise or control any Treatment, and nothing we say is medical or dental advice.

3.2 The Clinic is an independent business. It operates under Turkish licensing and regulation and employs its own dentists, who are responsible for their own professional standards. We do not employ or control the Clinic’s dentists.

3.3 Your Treatment is provided under a separate agreement between you and the Clinic, including the Clinic’s own consent forms and terms. We are not a party to that agreement.

3.4 We work with the Clinic under a commercial agreement and are paid by the Clinic for our marketing and referral services. This payment does not increase the Total Price you pay.

3.5 We act on our own behalf. We are not your agent, and we are not the Clinic’s agent for any clinical matter.

Information we give you

3.6 Our staff are not dentists or medical professionals. Any information we give you, however it is given (including by phone, video call, WhatsApp or other messaging, email, social media, our website or in person), is general information only, or information passed on from the Clinic. It is not medical or dental advice and it is not a diagnosis.

3.7 This includes any information about treatment options, whether a treatment is suitable for you, the number or type of crowns, veneers or implants you may need, expected results, risks, recovery, aftercare or how long treatment lasts. Only the Clinic’s dentist can advise you on these matters, after examining you. Before making any decision about your Treatment, you should rely on the advice of the Clinic’s dentist and, if you wish, your own dentist or doctor.

3.8 If anything we tell you differs from what the Clinic’s dentist tells you, the dentist’s advice applies. If you are unsure about anything, please ask us to put your question to the Clinic, and we will pass on the Clinic’s answer.

4. Our Services

4.1 Our Services may include: assessing the photos and information you send us so that the Clinic can prepare a treatment estimate; preparing your Quote and itinerary; booking your appointments with the Clinic; coordinating hotel accommodation and transfers arranged by the Clinic; communicating between you and the Clinic; and helping you after your Treatment by passing on and following up any concerns with the Clinic.

4.2 We will provide our Services with reasonable care and skill.

4.3 Our Services do not include flights, travel insurance, or any clinical assessment, advice or Treatment.

4.4 Dates and timings we give you are estimates. The Clinic confirms appointment dates.

5. Quotes and your Treatment plan

5.1 Your contract with us is formed when you accept your Quote and confirm your booking, whether by paying a Service Fee (if one applies), by completing our online booking form, or by otherwise confirming your booking in writing.

5.2 Your Quote is an estimate based on the photos and information you provide. Your final treatment plan is decided by the Clinic’s dentist after examining you in person, and may differ from your Quote. If the Clinic changes your treatment plan, the Clinic will tell you the price for the revised plan before carrying out the Treatment, and you may decide whether to go ahead.

5.3 You must give us and the Clinic complete and accurate information about your dental and medical history, medication, allergies and any health conditions. The Clinic relies on this information for your safety.

5.4 The Clinic decides whether you are clinically suitable for Treatment. Cosmetic Treatment is generally for people aged 18 or over.

Treatment abroad

5.5 You understand that dental treatment carries risks, including pain, infection, sensitivity, complications and results that differ from what you expected, and that these risks exist wherever treatment is carried out. The Clinic’s dentist will explain the risks of your Treatment to you and ask for your consent before treating you.

5.6 You understand that your Treatment will take place in Türkiye under Turkish law and regulation, not UK law and regulation, and that the Clinic’s dentists are not registered with the UK General Dental Council.

5.7 The decision to have Treatment, and which Treatment to have, is yours, made with the Clinic’s dentist. We recommend that you research the Clinic, read its terms and guarantee, and, if you wish, speak to your own dentist before travelling. We require the Clinic to hold the licences and insurance it needs, but we do not assess, supervise or guarantee the clinical skill of the Clinic or its dentists.

6. Prices and payment

6.1 The Total Price is shown in your Quote, and your Quote will show whether a Service Fee applies to your booking. If it does, the Service Fee (currently £200) forms part of the Total Price. For example, if your Quote shows a Total Price of £3,000 including a £200 Service Fee, you pay £200 to us when you book and £2,800 to the Clinic. If your Quote does not include a Service Fee, you pay the whole Total Price directly to the Clinic and we do not charge you for our Services.

6.2 If a Service Fee applies, you pay it to us when you book. You pay the balance of the Total Price directly to the Clinic, in the way and at the time the Clinic tells you. We do not collect payment for Treatment, accommodation or transfers.

6.3 Once your booking is confirmed, the prices in your Quote will not be increased for the Treatment in that Quote, including later stages of the same Treatment (such as a second implant visit), unless your treatment plan changes under clause 5.2 or you ask for additional Treatment.

6.4 Any group or multi-person discount will be shown in your Quote.

6.5 If the Clinic offers extras (such as a hotel upgrade, a longer stay or additional Treatment), you pay the Clinic for them directly.

7. Your right to cancel and any Service Fee

7.1 You have a legal right to cancel within 14 days of your contract being formed, without giving a reason. Schedule 1 explains how to cancel and what happens to any Service Fee you have paid. If you have not paid a Service Fee, you can cancel at any time by telling us, and nothing is payable to us.

7.2 If you pay a Service Fee, by paying it you ask us to start providing our Services straight away, during the 14-day cancellation period. If you cancel within that period after we have started, we may keep a proportionate amount for the Services already provided and will refund the rest. You acknowledge that, once we have fully provided our Services at your request, you will lose your right to cancel.

7.3 If you paid a Service Fee and cancel after the 14-day period, we may keep the part of the Service Fee that reflects the work we have already done for you, up to the full £200, and will refund any balance within 14 days. Schedule 3 explains our Service Fee in more detail.

7.4 If you paid a Service Fee and the Clinic decides you are not clinically suitable for Treatment, we will refund your Service Fee, less a reasonable amount for work already done, within 14 days.

7.5 Your right to cancel any part of your Treatment with the Clinic, and any refund of money paid to the Clinic, is governed by the Clinic’s own terms.

8. Changes and rescheduling

8.1 You may ask to change your appointment dates, subject to the Clinic’s availability. If you give us at least 7 days’ notice, we will move your booking and transfer any Service Fee you have paid to the new dates.

8.2 If you give less than 7 days’ notice, or do not attend, we may keep the part of any Service Fee you have paid that reflects costs we cannot recover. The Clinic may also apply its own terms.

9. Travel, hotels and transfers

9.1 Hotel accommodation and transfers included in your Quote are provided and arranged by the Clinic under its own terms. We help coordinate them but do not provide them.

9.2 We do not sell flights or package holidays, and we do not act as a package travel organiser. You are responsible for booking your own flights.

9.3 You are responsible for having valid travel documents and suitable travel insurance. We recommend insurance that covers travel for medical treatment abroad.

10. Guarantees and aftercare

10.1 Any guarantee on your Treatment is given by the Clinic, under the Clinic’s written guarantee terms. We will give you a copy of the Clinic’s guarantee terms with your Quote or on request. We do not give any guarantee of clinical results.

10.2 If you have a problem after your Treatment, you can contact us or the Clinic directly. If you contact us, we will pass your concern to the Clinic and help you with the Clinic’s process.

10.3 Any repair or repeat treatment under the Clinic’s guarantee is provided by the Clinic under its guarantee terms. Unless the Clinic agrees otherwise in writing, you are responsible for your own flights and for the cost of any treatment you choose to have from another dentist, in the UK or elsewhere.

11. Photos, videos, testimonials and reviews

11.1 Photos, before-and-after images, smile previews and testimonials on our website and social media are examples. They do not guarantee your result, which depends on your individual clinical circumstances.

11.2 We will only use your photos, videos or testimonial in our marketing if you give us separate written consent. Giving that consent is your choice and does not affect your booking. You can withdraw your consent at any time by emailing hello@uksmiles.co.uk, after which we will stop using that content in new marketing and remove it from our own channels within a reasonable time.

11.3 We welcome honest reviews. We do not offer rewards for positive reviews and we do not publish fake reviews.

12. Your personal data

12.1 We use your personal data as described in our Privacy Policy, in line with the UK GDPR and the Data Protection Act 2018.

12.2 When you send us photos, X-rays or health information, you give us your explicit consent to use that information to arrange your Quote and Treatment, and to share it with the Clinic for that purpose.

12.3 The Clinic is in Türkiye, outside the UK. We share your information with the Clinic using safeguards required by UK data protection law. The Clinic is responsible for the medical records it creates and holds about you.

12.4 You can withdraw your consent at any time, but this may mean we cannot continue to provide our Services.

13. Our responsibility to you

13.1 We are responsible to you for providing our Services with reasonable care and skill, and for any loss you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

What we are not responsible for

13.2 Because we do not provide Treatment (see clause 3), we are not responsible for:

13.3 Any claim relating to your Treatment, including any claim for clinical negligence, must be made against the Clinic, which is responsible for it and is required to hold professional liability insurance. We will give you the Clinic’s details and reasonably help you raise your concern with the Clinic.

13.4 We are not responsible for any loss of income, business or profits, or for any loss that was not foreseeable when the contract was made.

13.5 Subject to clause 13.6, our total liability to you under or in connection with our Services is limited to the greater of any Service Fee you paid to us and £500.

What we do not exclude

13.6 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our own negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. Nothing in these Terms affects your legal rights as a consumer.

14. Your contract is with our company

14.1 Your contract is with UK Smiles Marketing Ltd only. Our directors, shareholders, employees and representatives (including our director, Samuel Dominic Riley) act on behalf of the company and do not provide any service or give any promise to you personally.

14.2 To the fullest extent permitted by law, any claim in connection with our Services or these Terms may only be brought against UK Smiles Marketing Ltd, and not against any of our directors, shareholders, employees or representatives personally. Each of them may rely on this clause.

14.3 Clause 14.2 does not limit liability for death or personal injury caused by a person’s own negligence, or for fraud.

15. Events outside our control

15.1 We are not responsible for any delay or failure to provide our Services caused by events outside our reasonable control, such as pandemics, government restrictions, travel bans, airline failures, severe weather, strikes or major IT failures.

15.2 If such an event continues for more than 30 days, either of us may end the contract by writing to the other. We will refund the part of any Service Fee you have paid that relates to Services we have not yet provided.

16. Complaints

16.1 If you are unhappy with our Services, please follow our complaints procedure in Schedule 2.

16.2 Complaints about your Treatment are handled by the Clinic under its own procedure. We will pass your complaint to the Clinic and keep in touch with you about its progress.

17. Our intellectual property

17.1 Our name, logo (including UK registered trade mark no. UK00004239725), website, content and materials belong to us. You may use your Quote and any materials we send you for your own personal use only.

18. General

18.1 Notices. We may contact you by email, WhatsApp, phone or post using the details you give us. You can contact us at hello@uksmiles.co.uk.

18.2 Transfer. We may transfer our rights and obligations under these Terms to another organisation. We will tell you in writing if this happens and it will not affect your rights. You may only transfer your rights with our written consent.

18.3 Changes to these Terms. We may update these Terms from time to time. The version in force when your contract is formed applies to your booking.

18.4 Other people. Except as set out in clause 14.2, no one other than you and us has any right to enforce these Terms.

18.5 Separate clauses. Each clause of these Terms operates separately. If a court decides that any clause is unlawful, the remaining clauses remain in full effect.

18.6 Delays. If we do not insist straight away that you do something you are required to do under these Terms, we can still require you to do it later.

18.7 Reasonable adjustments. Please tell us in advance about any needs you have, for example if you are a nervous patient, and we will ask the Clinic to make reasonable adjustments.

19. Law and courts

19.1 These Terms are governed by the law of England and Wales.

19.2 You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Schedule 1: Your right to cancel

Your right to cancel. You may cancel your contract with us within 14 days of the day it is formed, without giving any reason.

How to cancel. Email hello@uksmiles.co.uk or write to us at 86–90 Paul Street, London EC2A 4NE, stating that you wish to cancel and including your name, address and booking reference. You may use the model cancellation form below, but you do not have to.

What happens to any Service Fee. If you did not pay a Service Fee, there is nothing for us to refund. If you did:

Money paid to the Clinic is governed by the Clinic’s own terms.

Model cancellation form

To: UK Smiles Marketing Ltd, 86–90 Paul Street, London EC2A 4NE. Email: hello@uksmiles.co.uk

I hereby give notice that I cancel my contract for the supply of the following services: ______________________

Booked on: ____________ Name: ______________________

Address: ___________________________________________

Signature (only if sent on paper): ______________ Date: ____________

Schedule 2: Complaints procedure

1. Please email hello@uksmiles.co.uk with your name, a summary of your concern, the relevant dates, and any supporting documents or photos.

2. We will acknowledge your complaint within 2 Business Days and aim to give you a full response within 10 Business Days.

3. If your complaint is about your Treatment, we will pass it to the Clinic, ask it to follow its complaints procedure, and keep you updated on the Clinic’s response.

4. If you are not satisfied with our response, you may ask for your complaint to be reviewed by our director. You may also be able to use an alternative dispute resolution service; we will give you details on request.

Schedule 3: Our Service Fee

1. Where it applies, our Service Fee is £200. It pays for our Services and forms part of the Total Price in your Quote; it is not an extra charge on top. Some bookings do not include a Service Fee, and your Quote will show whether it applies to yours.

2. When you pay the Service Fee, we start work straight away. This usually includes reviewing your photos and information, obtaining your treatment estimate from the Clinic, preparing your Quote and itinerary, and securing your appointment dates with the Clinic.

3. If you cancel, the amount we keep reflects the work we have already done for you, up to the full £200. Any balance is refunded within 14 days. Clauses 7 and 8 and Schedule 1 set out the details.