Appointment, Cancellation & Financial Responsibility Policy
Effective from: November 2025
At Waiata Shores Dental, appointment times are reserved exclusively for you. Our clinicians, dental assistants, and support team dedicate clinical time, room preparation, sterilisation resources, and materials specifically for your visit.
To ensure fair and efficient access for all patients, we have established the following policy, which applies to all appointments, including recall appointments booked with your consent at a previous visit.
This policy forms part of our Terms of Service.
1. Definitions
“Business day” means any day the clinic is open (Mon–Sat, excluding public holidays).
“Two business days' notice” means notice provided at least 48 hours during business days before the appointment start time.
“Cancellation notice” means the patient has contacted the clinic directly (call, voicemail, or email).
“Recall appointment” means a future check-up, hygiene visit, or review appointment booked with your consent at your last visit or through direct communication with our team.
“FTA / No-show” means failing to attend without cancellation notice.
“Late cancellation” means cancellation made with insufficient notice.
2. Appointment Agreement
When you book or accept an appointment — including a recall appointment — you are entering into an agreement for a specific clinical time.
You agree that:
The time is reserved exclusively for you.
Staff and clinical resources are allocated in advance for your appointment.
Reminder messages are a courtesy, not a requirement.
Non-response to reminders does not cancel the appointment, nor remove responsibility for attending.
It is your responsibility to contact us if you cannot attend.
Failure to attend or cancel with adequate notice results in a cancellation fee.
3. Recall Appointments
Recall appointments are not tentative, not automated, and not placeholders.
They are confirmed appointments booked with your consent at your previous visit.
Reminders do not replace your responsibility to attend, cancel, or reschedule.
Whether you confirm or do not respond, the appointment remains booked unless you actively cancel it.
4. Notice Required to Cancel or Reschedule
You must give at least 2 business days (48 hours) notice if you wish to cancel or reschedule your appointment.
How notice is measured:
Notice is counted backwards from the exact start time of your appointment.
Messages sent after hours are treated as received the next business day.
5. Cancellation Fees
When adequate notice is not provided, the following fees apply:
With 2+ business days' notice (48+ hours):
→ No charge
With 24–48 hours' notice:
→ 50% of the scheduled appointment fee OR $129, whichever is higher
With less than 24 hours' notice OR Failure to Attend (FTA):
→ 100% of the scheduled appointment fee OR $129, whichever is higher
Why this fee is applied:
The cancellation fee represents the genuine cost of the reserved clinical time, including the revenue lost and the staff, resources, and facilities allocated to your appointment.
It is not a penalty.
It is a recovery of loss caused by the missed booking.
Additional notes:
Fees are not covered by insurance, ACC, WINZ, OHSA, or government funding.
The fee is payable privately by the patient/parent/guardian.
For long appointments (crowns, surgery, root canals), deposits may be required.
6. Late Arrivals (Running Behind Time)
If you are more than 10–15 minutes late, the appointment may not be clinically safe to complete.
If the appointment cannot proceed due to lateness, it will be treated as a late cancellation.
The relevant cancellation fee will apply.
7. Reminders & Patient Contact Details
Reminder texts/emails are courtesy only.
Failure to receive, read, or reply to reminders (including due to overseas travel, spam filters, number changes, or roaming issues) does not remove your responsibility for the appointment or the fee.
Patients must ensure that their mobile number and email address are current.
8. Emergencies & Compassionate Consideration
We understand unforeseen emergencies occur.
If you experience a serious unexpected event, we may consider reducing or waiving the fee on a case-by-case basis.
Supporting documentation may be requested (e.g., medical certificate, proof of travel disruption).
9. Children, Adolescents & Government-Funded Care
Parents/guardians are responsible for managing their child’s appointments.
Cancellation fees for missed or late cancellations are not covered by OHSA, ACC, or public funding.
Fees must be paid privately.
10. Repeat Cancellations / Prepayment Requirement
Two late cancellations/FTAs → prepayment required for future bookings.
Three late cancellations/FTAs → review for potential dismissal from the practice.
11. Agreement to Policy
By booking or attending an appointment with Waiata Shores Dental, you acknowledge that you have read, understood, and agreed to this policy.