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Victorian Dental Group – Patient Booking Terms & Conditions

Effective date: 1/1/2026

Applies to: All appointments booked with, attended at, or arranged through Victorian Dental Group (including via phone, online booking, in person, or third parties).

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  1. Purpose and Status
  2. Definitions
  3. Acceptance of These Terms
  4. Patient Details, Authority & Identity Controls
  5. Appointment Reservation & Confirmation
  6. Cancellations and Missed Appointment Fees
  7. Booking Limits and Hoarding Prevention
  8. Late Arrival
  9. Deposits
  10. Fees, Quotes and Estimates
  11. Laboratory Work, Special Orders and Third-Party Costs
  12. Payment Terms
  13. Health Fund Claims
  14. Overdue Accounts, Interest, Disputes, Chargebacks and Recovery
  15. Personal Property
  16. Force Majeure / Unavoidable Rescheduling
  17. Appointment Times, Delays and Waiting
  18. Communications
  19. Conduct, Safety and Eligibility for Continued Attendance
  20. Clinical Care, Risks, No Guarantees and Patient Compliance
  21. Practitioner Status and VDG’s Role
  22. Complaints and Communication Standards
  23. Records, Images and Photographs
  24. Recording and Media Policy
  25. Refunds
  26. Limitation of Liability
  27. Variation
  28. Australian Consumer Law and Non-Excludable Rights
  29. Governing Law
  30. Contact

1. Purpose and Status

Victorian Dental Group (VDG) is a healthcare facility. To provide safe, efficient, sustainable and fair access to dental care, all appointments and attendance at VDG are governed by these Patient Booking Terms & Conditions (the Terms). These Terms are binding and not optional or selective.

These Terms govern booking, attendance, deposits, cancellation/no-show fees, late arrival, payment, safety and administrative arrangements. Clinical consent is separate (see clause 20).

2. Definitions

3. Acceptance of These Terms (How Agreement Occurs)

You agree to these Terms when you: (a) book an Appointment (online, phone, in person or via third party); and/or (b) confirm, reschedule, attend, or pay for an Appointment; and/or (c) authorise another person to book on your behalf.

If you do not agree, you must not book and should contact reception before scheduling.

Important: agreeing to these Terms relates to booking and billing arrangements. Clinical informed consent is obtained separately before treatment.

4. Patient Details, Authority, and Identity Controls

4.1 Accuracy and Updates

You must provide accurate personal/contact details (including mobile and email) and keep them current. Not receiving reminders does not excuse late cancellation or non-attendance.

4.2 Booking for Another Person

If you book for another person, you warrant you are authorised to do so. Unless agreed otherwise in writing, the person booking may be held responsible for compliance with these Terms and payment of Fees.

4.3 Minors

For patients under 18, a parent or legal guardian must provide consent and is responsible for Fees unless agreed otherwise in writing.

4.4 Anti-Avoidance

We may request reasonable identification details (for example, date of birth) to verify booking history and prevent misuse of booking systems. We may refuse to accept or continue bookings where we reasonably believe a person is booking under different details to avoid attendance conditions, deposits, prepayment, or outstanding amounts.

5. Appointment Reservation and Confirmation

5.1 Appointment Time Reserved

Your Appointment time is reserved exclusively for you, and we allocate practitioner time, staff, facilities and resources accordingly.

5.2 Confirmation When Requested

We may request confirmation by SMS, phone or email. If requested, you must confirm within the timeframe specified.

5.3 Courtesy Reminders

Reminders are a courtesy only. Not receiving reminders does not excuse late cancellation, no-show, or failure to confirm.

5.4 Release for Non-Confirmation

If you do not confirm when requested, we may (acting reasonably) release the appointment to another patient including urgent cases, including on the day where urgent care is required. Future bookings may require a deposit or prepayment.

5.5 Silence Does Not Cancel

Not responding does not cancel your Appointment. Cancellation must comply with clause 6.

6. Cancellations and Missed Appointment Fees

6.1 Valid Cancellation Method (Strict)

To cancel or reschedule you must call reception during business hours on (03) 9088 5808 or leave a detailed voicemail.

SMS or email messages do not cancel or reschedule your Appointment unless and until we confirm the cancellation/reschedule in writing. You are responsible for ensuring you have received confirmation.

If you are unable to reach reception, you must leave a voicemail. An unanswered call, missed call, or message without voicemail does not constitute cancellation.

6.2 Voicemail Timing

Voicemails left outside business hours are taken to be received at the start of the next Business Day.

6.3 Voicemail Content Requirement

A voicemail will only be treated as valid notice if it includes: (a) your full name; (b) your date of birth or mobile number; (c) your appointment date and time; and (d) a clear request to cancel or reschedule.

6.4 Minimum Notice Requirement

You must provide at least two (2) Business Days’ notice to cancel or reschedule.

6.5 Late Cancellation / No-Show Fee

If you cancel/reschedule with less than 2 Business Days’ notice, fail to attend (no-show), or attend so late that there is insufficient time to safely proceed, we may charge a Cancellation Fee / Missed Appointment Fee of: $150 per hour of the original booked appointment duration.

This is a genuine estimate of the loss and costs associated with reserving practitioner time, staffing and facilities exclusively for you.

The fee may apply even if we are able to fill the appointment, as it also reflects administrative costs and short-notice disruption.

6.6 Fee Must Be Paid Before Further Bookings

We may require cancellation/no-show fees to be paid before accepting further bookings.

6.7 Repeat Non-Attendance: Deposits and Prepayment (Last Resort)

Where there is a history of late cancellations, repeated rescheduling, failure to confirm, or non-attendance, we may (acting reasonably) impose conditions on future bookings including requiring that you: (a) pay outstanding fees and/or Fees before booking; and/or (b) pay a Deposit of up to 50% of the estimated fee; and/or (c) pre-pay all or part of the estimated Appointment cost as a condition of reserving clinical time.

We understand this may be inconvenient. These measures may be applied as a last resort to ensure fair access and safe, sustainable care delivery.

6.8 Waiver Discretion

We may waive or reduce fees at our discretion (for example, if we fill the appointment). This does not create a precedent.

Any waiver, fee reduction, refund, or variation of these Terms must be confirmed by us in writing to be effective.

7. Booking Limits and Hoarding Prevention

To promote fairness and availability, we may limit the number of active future bookings held by a patient at one time and may require deposits/prepayment to hold multiple future bookings.

8. Late Arrival

You must arrive on time. Late arrival reduces treatment time, may compromise safety and quality, and may disrupt care for other patients.

If you arrive late, we may shorten the Appointment, reschedule, or treat the Appointment as a late cancellation/no-show if there is insufficient time to safely proceed.

Courtesy check-in is not a right: We may attempt to contact you if you are late as a courtesy, however we are not required to do so and failure to contact you does not excuse non-attendance or late arrival.

9. Deposits

We may require a Deposit to secure an Appointment time. A Deposit may include a booking and scheduling component reflecting the cost and opportunity of reserving time and resources, and a credit component applied towards Fees at the Appointment.

9.3 Deposit Amounts

9.6 Cancelling Where a Deposit Has Been Paid

If you cancel with at least 2 Business Days’ notice, the Deposit will be refunded or transferred (your choice). If you cancel with less than 2 Business Days’ notice or do not attend, the Deposit may be retained and applied to cancellation/no-show fees and/or unrecoverable third-party costs already incurred (e.g., lab fees). Any surplus is refunded.

10. Fees, Quotes and Estimates (30-Day Validity)

Treatment plans, quotes and estimates are valid for 30 days unless stated otherwise. An estimate is not a fixed quote unless expressly stated in writing. Fees may change due to clinical findings, scope changes, biological response, lab costs, supplier pricing, or regulatory requirements.

11. Laboratory Work, Special Orders and Third-Party Costs

You authorise us and/or your Treating Practitioner to engage laboratory work, special order items, or third-party services on your behalf where required. Once ordered/commenced, these costs may be non-refundable. If you cancel, delay, or discontinue treatment, you remain liable for costs already incurred unless required otherwise by law.

12. Payment Terms (Due on the Day)

All accounts are due and payable on the day of your Appointment unless otherwise agreed in writing. We may require payment before treatment, immediately after treatment, and/or before booking further appointments.

Complaints and dissatisfaction do not suspend payment: clinical concerns, dissatisfaction, or complaints do not suspend your obligation to pay for services provided unless required by law.

13. Health Fund Claims

To process claims at the time of payment, you must present your physical or digital health fund card. If a claim is rejected, reversed or adjusted after processing, you remain responsible for the outstanding balance and it becomes payable within 7 days of our notice.

14. Overdue Accounts, Interest, Disputes, Chargebacks and Recovery

If a balance remains unpaid 14 days after due date, we may charge interest calculated daily at the applicable Victorian penalty interest rate (or such other lawful rate as may apply). You are responsible for reasonable recovery costs to the extent permitted by law.

Billing disputes: if you believe an invoice is incorrect, you must notify us within 7 days of receipt. Disputes raised outside that timeframe do not suspend payment obligations unless we agree otherwise in writing.

Chargebacks: if you initiate a chargeback without first contacting us and we reasonably consider it unjustified, you agree to reimburse us for reversed amounts and costs. You authorise us to disclose necessary information to banks/payment providers to respond to chargeback disputes.

15. Personal Property

You are responsible for your belongings. We are not liable for loss or damage to personal property brought onto the premises except to the extent caused by our negligence.

16. Force Majeure / Unavoidable Rescheduling

We may need to reschedule or cancel appointments due to circumstances outside our reasonable control (including emergencies, practitioner illness, equipment failure, power outages or public health requirements). We will take reasonable steps to notify you and reschedule. To the extent permitted by law, we are not liable for costs you incur as a result.

17. Appointment Times, Delays and Waiting

Appointment start times are approximate and may be affected by clinical emergencies and unforeseen circumstances. We will take reasonable steps to minimise delays. To the extent permitted by law, we are not liable for costs you incur due to delays (including travel costs, lost income, or inconvenience). Delays do not entitle you to fee reductions for services actually provided.

18. Communications

You consent to being contacted by phone, SMS and email regarding appointment scheduling, confirmations, reminders, billing and matters relevant to safe care delivery. You remain responsible for attending appointments regardless of whether communications are received.

19. Conduct, Safety and Eligibility for Continued Attendance

We aim to provide a safe, respectful environment. We may refuse service, end an appointment, or dismiss a patient where, in our reasonable opinion, conduct materially disrupts safety, care or the therapeutic environment, including abuse, threats, harassment, fraud, theft, property damage, refusal to pay or unresolved debt, and illegal conduct.

20. Clinical Care, Risks, No Guarantees and Patient Compliance

Dental treatment involves biological variation and clinical judgement. Outcomes cannot be guaranteed. Pre-existing compromised teeth, restorations and appliances may fracture, fail, dislodge or deteriorate during or after treatment even where reasonable care is exercised. Where risks arise from pre-existing conditions (and not lack of reasonable care), additional treatment may be required at your cost.

21. Practitioner Status and VDG’s Role

VDG operates as a host facility and administrative service provider. Treating Practitioners may provide clinical services as independent contractors operating their own clinical practice from our premises. VDG may facilitate bookings, communication and accounts and may collect payments on behalf of the Treating Practitioner and/or operating entity.

22. Complaints and Communication Standards

We welcome feedback and aim to resolve concerns promptly. Communication must remain respectful. Abusive, threatening, harassing or defamatory behaviour may result in termination of the patient relationship and may be referred to appropriate authorities. We may refuse to engage in negotiations where a patient makes threats of reputational harm in exchange for refunds, fee waivers or other benefits.

23. Records, Images and Photographs

Diagnostic images, radiographs and clinical photographs may be taken as part of your care and form part of your clinical record. De-identified images may be used for education/training where lawful. Identifiable images for marketing will only be used with your express written consent.

24. Recording and Media Policy

Recording, photographing, or filming staff or other patients on the premises without their consent is prohibited and may result in refusal of service, dismissal from the premises, and/or termination of the patient relationship.

25. Refunds

Refunds are not provided for change of mind. Where a refund is required by law, it will be provided in accordance with the Australian Consumer Law. Where services have been provided, fees remain payable.

26. Limitation of Liability

To the extent permitted by law: (a) we are not liable for indirect or consequential loss (including loss of income, travel costs, or loss of opportunity) arising from appointment changes, cancellations, delays or treatment outcomes; and (b) where permitted, our liability is limited to the re-supply of services or the cost of re-supply.

Nothing in these Terms excludes consumer guarantees or rights that cannot lawfully be excluded.

27. Variation

We may update these Terms from time to time. The current version will be published on our website. Updates generally apply to future bookings and ongoing arrangements. We will act reasonably regarding material changes impacting pre-paid bookings.

28. Australian Consumer Law and Non-Excludable Rights

Nothing in these Terms excludes, restricts or modifies consumer guarantees or legal rights that cannot be excluded under the Australian Consumer Law or other legislation.

29. Governing Law

These Terms are governed by the laws of Victoria, Australia. You submit to the jurisdiction of the courts of Victoria.

30. Contact

Victorian Dental Group

Phone: (03) 9088 5808

Address: 291 Watteltree Road, Malvern East, VIC 3145

Email: Info@victoriandentalgroup.com.au

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We are taking a short break

The clinic will be closed from Thursday 2nd April 2026, and will reopen on Tuesday 7th April 2026. Online booking remains available for scheduling appointments.

Victorian Dental Group will be closed for annual maintenance on 3rd and 4th of October. Online booking remains active and our team will be available from Monday 7th October. 

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