Terms and Conditions

1. Terms of Service

This document gives details of our terms and conditions which apply to any initial assessments or dental treatments which we provide. By asking us to carry out an assessment or treatment, you are agreeing to be bound by these terms and conditions.
Please read these terms carefully as they form a legal contract between you and us.
If you have any questions, please contact us and we will be happy to help.
All treatments are provided on a private basis only and we do not offer services paid for by the NHS.

2. Our Contact Details

We are Lura Care, a company registered in England and Wales with registered company number 15071714 and having our registered office at Unit 2 Hill Business Park 219 High Street, Hampton Hill, London, United Kingdom, TW12 1NP. If you have any questions, please contact us by phoning 020 4529 2268 or by emailing us at [email protected]

3. Your Contact Details

If we need to contact you, we will use the contact information which you have provided to us. We like to use all tools available to provide you information including reminding you about appointments, via email, Whatsapp or SMS. Please let us know if any of your contact information changes.

4. Services on Offer

Our dentists provide dental services to patients residing in care homes. Services may include routine check-ups and initial assessments, cleaning, dental treatments, and any other necessary procedures as deemed appropriate by the dentist. Generally, services will be performed at your care home. However for certain procedures we may need to move you to a specialist treatment centre. Where we need to use a specialist treatment centre, we will notify you of this as part of your treatment plan and your estimated costs will include any transportation and care costs to and from the specialist treatment centre (if, for example, you require assistance when travelling to the specialist treatment centre).

4.1. Initial Assessment

If you ask us to perform an initial assessment we will do this at a date and time agreed between you and us.

4.2. Treatment Plans & Estimates

Following an initial assessment/check-up, we will send you a treatment plan and estimate for you to consider. Treatment plans and estimates are valid for up to 30 days from the date we send them to you.
If you wish to accept the treatment plan you can let us know by returning the signed treatment plan form back to us by email at [email protected] or by completing the form online and submitting it to us using the link which we will provide.
We might also need to ask you for specific consent to certain types of treatment before these are carried out. Where relevant, we will ask you to confirm your consent in writing.

5. Patient Eligibility & Authority to Act (if acting on behalf of a patient)

To be eligible for our services you will be a resident in a care home where we are providing the services.
If you are agreeing to any initial assessment or treatments on behalf of a patient, you confirm that you are their legal representative and have the right to agree to this treatment on their behalf.

If you are a legal representative of a patient, if requested by us, you agree to provide us with written evidence of your legal authority to act on their behalf on our request. For example, you will provide us with a lasting power of attorney document or other relevant documents to confirm your legal right to act. You also agree to be responsible for payment of any fees and charges (including Late Cancellation Fees) which apply under these terms and conditions, as if you are the patient.
As a condition to receiving our services, you agree to provide us with full and accurate details of your medical history and to let us know if any details change or to authorise your legal representative to provide us with such information.

We reserve the right to refuse or discontinue services if we consider treatment might post a risk to your health or well-being.

6. Appointment Scheduling

Appointments will be scheduled in advance and are subject to availability. Where your appointment is for paid-for treatment, your appointment will only be confirmed once we have been paid in full (or as set out in any treatment plan where monthly payments, or other payment frequencies are permitted) (see Payment Terms, below).
You must complete any medical consent forms prior to your appointment date, or we will not be able to proceed with the appointment.

7. What happens if you miss an appointment & Late Cancellation Fees

If you miss an appointment due to poor health, we will reschedule the appointment at no additional cost. We reserve the right to ask for proof of poor health (e.g. written confirmation from a medical specialist or your GP).

8. You have a legal right to cancel our services in certain circumstances

In the UK, you have a legal right to change your mind about your purchase of our services and to receive a refund of what you paid for it. This is subject to some conditions, as set out below.
If you change your mind about your purchase, you must let us know no later than 14 days after we have confirmed your appointment date and time. To let us know you want to change your mind, contact our Customer Service Team: [email protected]
If you ask to cancel after we have started providing the service to you, we will not refund you for services already provided to you before you told us you’d changed your mind (this includes any applicable Late Cancellation Fees – see Section 7, above) You can’t change your mind once the services have been completed.
Where a refund is due, we will refund you by the method you used for payment.

9. When we can cancel our services

If you fail to complete any medical consent forms prior to your appointment date we will not be able to proceed with the treatment at the scheduled appointment time and we will contact you to reschedule your appointment.
If any of your medical information changes and we do not believe that proceeding with the treatment plan is in your best interests, we may cancel the appointment and we will contact you to reschedule your appointment.

10. Payment Terms

We require payment in full (or a deposit, if this is specified on the treatment plan estimate) to secure your appointment. We accept payment by credit card or direct debit and will provide you with a link to a third-party payment provider to make the payment to us.
If you do not pay us in full on time, we will not confirm your appointment.

11. Personal Data

Lura Care is a Data Controller and abides by the applicable data protection legislation.
Processing of patient information is required for us to carry out our services. We require either the patient or an appointed legal representative to give their authorisation for this processing. This consent is given when signing these terms and conditions as per our Privacy Policy.
All patient information, including medical records and treatment details, will be kept confidential in accordance with applicable privacy laws and we will use it in accordance with our Privacy Policy.

12. Emergency Procedures

In the event of a dental emergency, we will notify the residential care home staff and your legal representative (if applicable) and will only proceed if your legal representative(s) authorise the treatment and they agree that the applicable fees which we notify to you and your authorised representatives are applicable to the emergency procedure.

13. Quality of our Services

We aim to ensure all patients are satisfied with our work. If you have any questions or a complaint please contact us (see the “Complaints” section, below).
We offer a 6 month guarantee for all dentures (whether new or repaired), although we will not be liable where any damage is due to an accident or trauma.

14. Changes to Terms

These terms and conditions are subject to change. We will notify you in advance of any significant changes (such as increases to cancellation periods or fees).

15. Complaints

We take complaints very seriously to ensure the highest standards.
If you have a complaint please contact us by email [email protected] , by phone 020 4529 2268, or by writing to us at Unit 2 Hill Business Park, 219 High Street, to provide us with details of your concerns. We aim to investigate and resolve any complaints quickly, and within a reasonable period of time.
We are registered with the Care Quality Commission (registration number 1-18253876646). If you have any complaints, please see our CQC complaints policy which can be found here Complaints Policy.

16. Governing Law and Jurisdiction

These terms and conditions are governed by English law. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the English courts.