Terms & Conditions

Please read all these terms and conditions

As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with. If you are not sure about anything, just phone us on 02033322718.


Application

  • These Terms and Conditions will apply to the purchase of the services by you (the Customer or you).
  • We are Prague Smile Ltd. a company registered in England and Wales under number 11922908 whose registered office is at 27 Old Gloucester Street, London, WC1N 3AX with email address info@praguesmile.co.uk; telephone number (02033322718); (the Supplier or us or we).
  • We are independent from Mediestetik s.r.o. (the Clinic) - MEDIESTETIK s.r.o. Klinika Mediestetik, IČO: 28534492, Mánesova 983/36, 120 00, Praha 2, Czech Republic
  • We are a booking agent only. Prague Smile Ltd. are not liable for prosecution for any Clinical, Dental/Medical problems which may arise at the MEDIESTETIK s.r.o. Klinika Mediestetik, Mánesova 983/36, 120 00, Praha 2, Czech Republic, or following treatment.  
  • These are the terms on which we supply all Services to you. By ordering any of the Services, you agree to be bound by these Terms and Conditions.


Interpretation

  • Customer means an individual acting for purposes which are wholly or mainly outside his or her trade, business, craft or profession;
  • Contract means the legally-binding agreement between you and us for the supply of the Service
  • Clinic means the facility which provides the dental treatment - in this case MEDIESTETIK s.r.o. Klinika Mediestetik, Mánesova 983/36, 120 00, Praha 2, Czech Republic;
  • Delivery Location means the Clinic's premises or other location where the Services are to be supplied by the Clinic, as set out in the Order;
  • Order means the Customer's order for the Services from the Supplier as set out in the Customer's order or in the Customer's written acceptance of the Supplier's quotation;
  • Services mean the services, including any Goods, of the number and description, set out in the Order.


Services

  • The description of the Services is as set out in our website, catalogues, brochures or other forms of advertisement. Any description is for illustrative purposes only.
  • In the case of Services made to your special requirements, it is your responsibility to ensure that any information or specification you provide is accurate.
  • All Services are subject to availability.
  • We can make changes to the Services which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.


Customer responsibilities

  • You must cooperate with us in all matters relating to the Services, provide us and our authorized employees and representatives with all information required to perform the booking of the Services.
  • Failure to comply with the above is a Customer default which entitles us to suspend performance of the booking of the Services until you remedy it or if you fail to remedy it following our request, we can terminate the Contract with immediate effect on written notice to you.


Basis of Sale

  • The description of the Services and any Goods in our website, catalogues, brochures or other forms of advertisement does not constitute a contractual offer to sell the Services or Goods.
  • When an Order has been made, we can reject it for any reason, although we will try to tell you the reason without delay.
  • A Contract will be formed for the Services ordered, only upon the Supplier sending an email to the Customer saying that the Order has been accepted or, if earlier, the Supplier's delivery of the Services to the Customer.
  • Any quotation or estimate of Fees (as defined below) is valid for a maximum period of 7 days from its date, unless we expressly withdraw it at an earlier time.


Fees and Payment

  • The fees (Fees) for the Services, the price of any Goods (if not included in the Fees) and any additional delivery or other charges is that set out in our price list current at the date of the Order or such other price as we may agree in writing. Prices for Services may be calculated on a fixed fee or on a standard rate basis.
  • Payment for Services must be made within 3 days of invoice. You must pay online or by phone by submitting your credit or debit card details with your Order and we can take payment immediately.
  • We process all payments made through its platform via a third party payment provider.
  • In order to secure a booking with the Clinic, Prague Smile will require you to provide a Credit Card Deposit (“Deposit”) of 20% from the estimated treatment amount, on behalf of the Clinic. Prague Smile will process the transaction and will hold it for the Clinic in a non-interest-bearing trust account. 
  • The Deposit will be refunded for good cause in full if: (a) A dentist determines that you are not eligible for the treatment (you should provide Prague Smile up to two (2) weeks after cancellation, a physician’s certificate stating your non-eligibility to treatment); (b) A physician determines that you are not eligible for travel (you should provide Prague Smile up to two (2) weeks after cancellation, a physician’s certificate stating your non-eligibility to treatment); (c) In case of natural catastrophes such as earthquakes or wars or (d) In case of death (automatic cancellation)
  • All cancellations must be done in written notice either by post or email.
  • If you fail to cancel the appointment in a written notice and none of the cancellation for good cause policies applies, Prague Smile will charge a cancellation fee from the respective Deposit made by you according to our Cancellation policy.


Cancellation policy

The following cancellation policy should apply, if you decide to cancel giving no further explanation to Prague Smile:

  • You may cancel the treatment free of charge at the latest 15 days prior to the appointment.
  • Should you cancel the treatment 8 to 14 days prior to the appointment, a cancellation fee of 25.00 GBP applies.
  • Should you cancel the treatment up to 7 days prior to the appointment, a cancellation fee of 50.00 GBP applies.
  • Should you cancel the treatment up to 3 days prior to the appointment or should you not show up at the appointment, a cancellation fee of the total amount of your deposit or 100.00 GBP (whichever is greater) applies.
  • All cancellations must be done in written notice either by post or email.

You may cancel the treatment free of charge if:

  • A physician determines that you are not eligible for the treatment (you should provide Prague Smile up to two (2) weeks after cancellation, a physician’s certificate stating your non-eligibility to treatment).
  • A physician determines that you are not eligible for travel (you should provide Prague Smile up to two (2) weeks after cancellation a physician’s certificate stating your non-eligibility to travel).
  • In case of natural catastrophes such as earthquakes or wars.
  • In case of death (automatic cancellation).
  • You may reschedule the treatment free of charge if:
    You may reschedule the appointment up to three (3) times and up to three (3) days prior to the appointment. 
  • Should you reschedule the appointment later than three (3) days or should you not show up at the appointment, a cancellation fee of the total amount of your deposit or 100.00 GBP (whichever is greater) applies.
  • Notes regarding the cancellation or rescheduling of an appointment should name your full name and the date and the time of the treatment and should be submitted by email to: info@praguesmile.co.uk.


Customer complaint policy

Prague Smile is committed to improving the quality of patient care. We value your feedback and suggestions regarding our staff and services. This information will be received in a constructive and positive way to improve and review services to our patients. It is through your experience of our services and the feedback you provide us that we can address any issues that may have given you cause for dissatisfaction.

It is the policy of Prague Smile to ensure that:

  • The Clinic provides a fair, full or impartial examination of any complaint.
  • Customers are facilitated in having the possibility to register a complaint.
  • Complaints are treated at all times with appropriate seriousness, sympathy and confidence.
  • Complaints are acted upon immediately and resolved as soon as possible.
  • Staff should make every effort to resolve the complaint at local level.
  • All complaints are appropriately recorded.
  • Complaints are internally reviewed and discussed in order to improve service in the future.
  • All written complaints are acknowledged within 5 working days.

Prague Smile recognizes the importance of taking prompt appropriate action and aims to resolve complaints as they are reported.

  • Verbal complaints, where possible, will be dealt with immediately at local level. Verbal complaints in person should be addressed in a private area. The customer will be listened to carefully and the details of the complaint will be filled in the customer’s record and complaints register.  Where necessary the matter will be discussed with the Clinic’s management and the patient will be contacted as soon as possible regarding an outcome or further action. 
  • All written complaints received by Prague Smile will be acknowledged within 5 working days. When fully investigated a written reply will be issued to the complainant within 14 working days.
  • In the case where it is not possible to reply within this time, an interim response will be sent informing the Customer of the reason for the delay and advising when a reply can be expected. 
  • Customer confidentiality must be maintained at all times. If there is a need to disclose information to a third party, the normal rules of confidentiality must be respected.
  • Complaints of a minor nature should be raised immediately with the aim of resolving the problem directly and informally. It is anticipated that the vast majority of complaints will be resolved in this way. This will generally be an oral process and a written record will not be made.
  • Please bear in mind that complaints will not always produce the outcome preferred by the complainant. Whatever the decision, we undertake to inform you of the result and the reasons for the decision.
  • Please remember your opinion matters to us and it is through feedback from our patients that we as dental care providers can improve our services and more importantly improve the quality of patient care.


Our liability

We agree to meet the cost of airline travel to and from the Czech Republic (up to 100.00 GBP) and rebook your appointment in following circumstances:

  • Your flight was delayed by the fault of the airline. You do not receive any reimbursement in case you arrive late for your flight.
  • The Clinic reschedules your appointment with our knowledge on a date outside the frame of your original stay in the Czech Republic less than 7 days before your appointment.

We do not offer any reimbursement if you are denied entry in the Czech Republic. The Czech Republic is an EU country however non EU passport holders may require a visa. Please check before travel if you require a relevant visa. 


Excluding liability 

  • We are a booking agent only. Prague Smile is not liable for prosecution for any Clinical, Dental/Medical problems which may arise at the MEDIESTETIK s.r.o. Klinika Mediestetik, IČO: 28534492, Mánesova 983/36, 120 00, Praha 2, Czech Republic or following treatment.
  • Prague Smile is not liable for any treatment quality issues which may arise during or after treatment (or visit) at the MEDIESTETIK s.r.o. Klinika Mediestetik, IČO: 28534492, Mánesova 983/36, 120 00, Praha 2, Czech Republic.
  • Prague Smile do not provide any dental guarantee on your treatment. The medical professional at the Clinic will inform you about the Dental guarantee the Clinic provides to you. 
  • Prague Smile is not liable for any accidents, injuries or death which may occur during the travel to your dental treatment. Travel health insurance is recommendable even when travelling to other European countries as also minor accidents can incur substantial costs, which may not necessarily be covered by the average health insurer.
  • Prague Smile cannot accept responsibility for facilities, which are temporarily unavailable, are under renovation or not suited to the individual’s tastes or preferences.
  • Prague Smile cannot accept responsibility for accidents which occur on the Clinic’s facilities.
  • We do not accept any liability in case your appointment is cancelled, delayed or rescheduled by the Clinic without our knowledge. You will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such an action.
  • Prague Smile’s website contains cross-references (so-called links) to websites belonging to third parties (e.g. Providers, travel agencies or certification bodies) over the content of which Prague Smile has no influence. The relevant owner or operator of the websites alone is responsible for the content of linked sites. Prague Smile does not assume any liability for this external content. The linked sites were cursorily checked by Prague Smile for possible violations of the law when they were first linked to; there was no obvious violation of the law of the content discernible at that time. However, Prague Smile does not constantly check the external content for changes which could form a new basis for a liability. Nonetheless, Prague Smile will remove a link to a third-party-website if it becomes apparent that the content of the linked website is unlawful and might result in any liability of Prague Smile.
  • Prague Smile makes every effort to ensure that the information that appears on its website is accurate. We do not accept liability for any errors and/or omissions and reserve the right to change the information published at any time and without any notice. The information on our site is intended to show you some of the basic facts concerning different treatments and other services.
  • Prague Smile’s liability under or in connection with this Agreement (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) shall be as set out in this clause.
  • Prague Smile’s total liability shall not exceed the sum paid by you to Prague Smile. Prague Smile shall not be liable for consequential, indirect or special losses. Prague Smile shall not be liable for any of the following (whether direct or indirect) loss of profit; loss of data; loss of use; loss of production; loss of contract; loss of opportunity; loss of savings, discount or rebate (whether actual or anticipated); harm to reputation or loss of goodwill. 
  • Except as expressly stated in this Agreement, all warranties and conditions whether express or implied by statute, common law or otherwise are excluded to the extent permitted by law.
  • Notwithstanding any other provision of this Agreement, Prague Smile’s liability shall not be limited in any way in respect of death or personal injury caused by negligence; fraud or fraudulent misrepresentation; any other losses which cannot be excluded or limited by applicable law; and any losses caused by wilful misconduct.


Your behaviour

  • It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes danger, distress, offence or damage to others or which risks damage to property belonging to others (including but not limited to drunkeness and air rage) whilst attending your treatment at the Clinic. 
  • If, in our reasonable opinion or that of the Clinic, your behaviour is inappropriate or causes danger, distress, offence or damage to others or which risks damage to property belonging to others, we and/or the Clinic may take appropriate action in order to ensure the safety and comfort of other customers and their property and that of the Clinic, including terminating of your treatment, in which case our and the Clinic’s responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such a termination. 

Governing law, jurisdiction and complaints

  • The Contract (including any non-contractual matters) is governed by the law of England and Wales.
  • Disputes can be submitted to the jurisdiction of the courts of England and Wales.
  • We try to avoid any dispute, so we deal with complaints as follows: If a dispute occurs customers should contact us to find a solution. We will aim to respond with an appropriate solution within 5 days.