Terms & Conditions

1.DEFINITION AND AGREEMENT 

For the purposes of these Terms and Conditions, the expressions “COCO Dental”, “We”, “Us”, and “Our” shall refer to COCO Dental, the provider responsible for delivering the dental services described herein.

The terms “You”, “Your”, or “Patient” mean the individual receiving dental treatment or services from COCO Dental.

By accepting treatment or using our services, you confirm that you have read, understood, and agree to these Terms and Conditions.

2. OUR CONTRACT WITH YOU 

Our agreement begins when we confirm in writing that we can provide the treatment plan agreed with you (the “Treatment Plan”).This confirmation will outline the proposed services, pricing, and any relevant terms.

We reserve the right to decline a treatment request for reasons including, but not limited to, clinical or ethical concerns, resource limitations, pricing errors, a breakdown in mutual trust, or inappropriate behaviour towards our team or misuse of our services. Should this occur, we will inform you promptly, and no charges will apply for services not provided.

3. TREATMENT AND PAYMENT TERMS 

The cost of treatment, including all applicable taxes, is outlined in your personalised Treatment Plan.

Payment must be made in full before treatment begins, unless a finance agreement or split payment plan has been agreed in writing with COCO Dental.

If your Treatment Plan is more than three months old, you may be asked to attend a review appointment (which may incur a fee) to check if the original plan is still suitable.

Before booking any appointment, a COCO Dental team member will ask for payment or a deposit to secure your slot. This depends on the type of appointment:

Check-ups- require full payment upfront, whether booked online, in person, or by phone.

Hygiene appointments  may require full payment or a deposit at booking.

Longer treatment appointments need a deposit to hold your booking.

For Single Implants, Invisalign, or other longer treatments, payment is expected before starting unless you’ve agreed on a finance plan or another arrangement in writing.

For full mouth implant treatments, full payment is required before treatment starts.

Additional fees may apply for:

Extra appointments you request, or
Unexpected clinical needs not covered in your original Treatment Plan.

If you decide to stop treatment early, you’ll be responsible for all costs incurred up to that point.

 4. WARRANTY POLICY

4.1 Dental Implant Treatment (s)

COCO Dental offers a warranty on dental implant treatments to provide patients with confidence in the quality and durability of their care, subject to the conditions detailed below. By proceeding with treatment at COCO Dental, you accept and agree to these warranty terms.

4.1.1  Patient Eligibility and Medical Considerations

To remain eligible for warranty coverage, patients must:

Provide a full and accurate medical history prior to treatment.

Disclose any medical conditions that might affect implant success, such as diabetes, osteoporosis,
or smoking, and inform us immediately of any changes during or after treatment.

Complete all necessary assessments including X-rays and scans to confirm implant suitability.

Failure to disclose relevant medical information may void the warranty.

4.1.2 Treatment Plan and Process

Your treatment plan will be personalised and may include multiple stages—surgery, healing, and restoration. While we provide estimated timelines, healing varies individually. Successful outcomes depend on proper osseointegration and your adherence to aftercare advice.

4.1.3 Warranty Coverage

We are committed to delivering high-quality, long-lasting dental implant treatment. As part of that commitment, COCO Dental offers a limited warranty covering both biological and mechanical aspects of your implant care, subject to the conditions below.

 

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Standard Warranty

4.1.3a Biological Warranty – Implant Osseointegration (1 Year)

This warranty protects you from complications directly related to the biological performance of your implant.

Covers the successful integration of the implant with your jawbone for 12 months from the date of placement.

If osseointegration fails within this period due to biological reasons—and not due to patient-related risk factors such as smoking, untreated health conditions, trauma, or poor hygiene—we will replace the implant at no extra cost.

Failures after one year are not covered under this warranty.

Biological complications must be assessed and confirmed by a COCO Dental clinician.

4.1.3b Mechanical & Component Warranty – Prosthetic Components ( 1-2 Years)

This warranty covers the performance and durability of the prosthetic components used in your dental implant restoration, including:

Abutments

Screws

Implant crowns or bridges

The duration of your mechanical warranty depends on the package selected at the time of treatment:

COCO Lite Package – 1 year warranty

COCO Advanced Package – 2 year warranty

            COCO Signature Package – 2 year warranty

Covered issues include:

Screw loosening or breakage

Fracture or chipping of the prosthetic (unless due to trauma or misuse)

Manufacturing or material defects  leading to mechanical failure

Exclusions:

Normal wear and tear beyond the warranty period

Cosmetic concerns that do not affect the function

Any damage caused by trauma, misuse, or unauthorised dental work performed outside COCO Dental

Warranty claims must be assessed and verified by a COCO Dental clinician. Components replaced under warranty will be covered only for the remaining duration of the original warranty term.

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Extended Warranty

4.1.3c Mechanical & Component Warranty (Extended Option- 10 Years)

At COCO Dental, we are dedicated to delivering exceptional, long-lasting care. For added peace of mind, patients may choose our Extended Mechanical & Component Warranty, which provides protection for implant-supported prosthetics for up to 10 years, subject to annual review compliance.

What the Extended Warranty Covers

This warranty applies to the mechanical performance of your implant prosthetic components, including:

Crowns, bridges, abutments, and screws

Mechanical complications such as

Screw loosening or breakage

Chipping or fracture of the crown (excluding trauma or accidental damage)

Structural defects in materials or workmanship

Where a failure is determined to be caused by a mechanical issue, repairs or replacements  will be provided at no additional cost within the warranty period.

Annual Implant Review – Required for Extended Warranty

To keep your extended warranty valid, you must attend an Annual Implant Review.

Review Costs:

Single Implant Crown (one implant and one crown): £195 per year

Multiple Implant Crowns/Bridges (two or more implants and two or more crowns or bridge units): £295 per year

All-on-X : £395 per year

Your Annual Review Includes:

Diagnostic X-rays to assess bone levels and implant integration

Clinical examination of gum and soft tissue health

Retorquing of abutment screws, if indicated

Photographic monitoring of implant site changes

Prosthesis removal, cleaning, and inspection, when necessary

Replacement of screws or small components, if required

Overall evaluation of fit, function, and long-term stability

All follow-up care must be carried out under the supervision of a COCO Dental clinician in order to preserve the validity of your warranty.

Exclusions

The extended warranty DOES NOT cover:

Biological complications such as infection, bone loss, or gum disease

Trauma, accidents, or damage caused by unauthorised dental work

Cosmetic issues not affecting function

Normal wear and tear

Missed annual reviews or failure to follow aftercare instructions

4.1.4 Implant Components

All dental implant components used by COCO Dental are sourced from reputable manufacturers and comply with recognised standards for safety and quality. We reserve the right to substitute components of equivalent or superior quality where necessary. Patients will be informed if any changes are made to the components specified in their Treatment Plan.

4.1.5  Patient Stability of Dental Implant Packages

We offer specific dental implant packages designed to provide optimal stability and long-term success. These packages include comprehensive assessment, treatment planning, implant placement, and follow-up care to ensure implant stability. It is essential that patients adhere to all post-operative instructions and attend scheduled maintenance appointments to maintain the stability and function of their implants.

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4.2 Fixed Prosthetics – Crowns, Bridges, Veneers

All fixed restorations requiring laboratory fabrication are covered under a 1-year warranty from the date of placement. This includes:

Manufacturing defects

Mechanical failures such as fractures (not caused by trauma)

Debonding or loosening

This warranty does not cover aesthetic concerns, normal wear and tear, or damage resulting from trauma, misuse, or lack of care.

4.3 Removable Prosthetics – Dentures

Custom-made dentures (full or partial) are covered for 1 year against:

Material or manufacturing defects

Issues affecting fit or function reported within the first year

Damage from accidental drops, improper care, or changes in oral anatomy are not covered.

4.4 Aesthetic White Fillings/ Composite Bonding

All fillings placed at COCO Dental are covered for 1 year against failure due to material defects or issues with placement.

This excludes damage from trauma, decay, or abnormal biting forces.

4.5 Invisalign- Clear Aligners

Please refer to our Invisalign Consents for details specific to aligners, refinements, and retainers.

4.6 Other Removable Appliances

Removable appliances such as retainers, night guards, whitening trays, and bite splints are covered for 1 year against breakage due to material or manufacturing faults.

Loss, improper use, or damage from misuse is not covered under this warranty.

4.7 Patient Responsibilities to maintain warranty 

To ensure a safe and successful treatment outcome and preserve any applicable warranty, you agree to:

Review and sign all consent forms and treatment documents provided by COCO Dental.

Accept that our clinicians’ decisions are based on professional judgment and are final.

Be medically fit for treatment; GP clearance may be requested if necessary.

Understand that treatment goals must be clinically and biologically feasible. If expectations are unrealistic or not in your best interest, we may decline or discontinue treatment.

Be mentally and emotionally prepared for procedures, especially full-jaw or implant-based   treatments.

Proceed only if your general and oral health support safe and effective treatment.

Notify us immediately of any changes to your health, medication, or personal contact information.

Maintain excellent oral hygiene and attend all scheduled follow-up, hygiene, and maintenance appointments.

Avoid unauthorised repairs or adjustments by other providers, as this voids warranties.

Acknowledge that smoking, alcohol misuse, and drug use can compromise treatment outcomes and invalidate warranties.

Fully disclose your medical history; withholding information may cancel your treatment plan or warranty.

Follow all post-operative and ongoing care instructions provided by COCO Dental.

Failure to comply with these conditions may result in warranty invalidation.

4.8 Warranty Limitations and Exclusions

The warranty does NOT cover:

Damage caused by accidents, trauma, or injury.

Failures due to untreated, undisclosed, or new medical conditions that negatively impact healing and implant success (e.g., diabetes, arthritis, osteoporosis, chemotherapy). For example, if you develop a medical condition after implant placement and did not inform us, implant failure related to that condition is excluded.

Failure to disclose existing medical conditions or medications affecting implant success prior to treatment.

Smoking, alcohol abuse, or recreational drug use at any time during or after treatment.

Failure to attend scheduled maintenance appointments or follow aftercare instructions.

Damage or failures resulting from neglect, poor oral hygiene, or non-compliance with care instructions.

Repairs, modifications, or adjustments carried out by third parties not authorised by COCO Dental.

Discontinuation of maintenance or transferring care to another provider without COCO Dental’s consent.

Normal wear and tear occurring beyond the warranty period.

Cosmetic issues unrelated to the function or performance of the implant or prosthetic.

4.9 Limitation of Liability

COCO Dental’s liability under this warranty is limited solely to the repair or replacement of the implant or restorative components as specified. No financial refunds or compensation for indirect costs such as additional treatments, travel, or loss of earnings will be provided.

4.10 Acknowledgment and Consent

By accepting implant treatment at COCO Dental, you acknowledge:

The risks inherent in dental implant procedures.

Your role in maintaining oral health and attending follow-ups.

The specific terms, limitations, and exclusions of this warranty.

4.11 Final Provisions

This warranty is personal to the patient receiving treatment and is non-transferable. Any disputes relating to this warranty will be governed by the laws of the United Kingdom.

For any warranty-related questions or claims, please contact COCO Dental directly.

5. OUR COMMITMENT TO OUR PATIENTS 

COCO Dental is committed to providing the highest standard of care using the latest technology and best clinical practices. We aim to support you throughout your treatment journey with clear communication, professionalism, and personalised care. If you have any questions or concerns at any stage, please contact us promptly.

6. APPOINTMENT RESCHEDULING AND CANCELLATIONS

At COCO Dental, we understand that plans can change. To help us operate efficiently and ensure appointment availability for all patients, we kindly request that any cancellations or rescheduling be made with sufficient notice.

Private Treatments (Colindale & Rochester)

We require a minimum of 48 hours’ notice to cancel or reschedule any private appointment.

Surgical appointments (Dental implant treatments, surgical wisdom tooth extractions, ridge preservation, and similar procedures)    require at least 10 days’ notice due to the planning and resources involved.

Cancellations made with less than the required notice may result in a fee of up to 50% of the treatment cost, depending on the length and type of appointment booked.

Arriving late without notice may result in your appointment being given to another patient.

NHS Appointments (Rochester Location Only)

We ask for at least 24 hours’ notice to cancel or reschedule NHS appointments.

If more than two NHS appointments are missed or cancelled late, we may be unable to continue offering NHS treatment at our practice.

7. LIMITATION OF LIABILITY

Our liability to you will never exceed the amount paid for the treatment. We are not liable for:

Delays caused by events beyond our control.

Consequential losses such as loss of earnings or travel expenses.

Personal injury or death caused by negligence.

Nothing in these Terms limits our liability where it is unlawful to do so.

8. PLANNING YOUR TREATMENT TIMELINE

We are dedicated to delivering the highest quality of care tailored to your individual needs. Due to the complex nature of dental treatments—especially full mouth implant treatments or orthodontic procedures such as fixed braces or Invisalign aligner systems—exact timelines can vary from patient to patient. While we provide an estimated treatment schedule to help you plan ahead, please understand that this is a guideline rather than a guaranteed timeframe.

Occasionally, your treatment may require more time or additional visits than initially anticipated to ensure the best possible outcome. In such cases, additional appointments may be necessary, and compensation for these is not provided.

To help us support your treatment journey effectively, please inform us of any important upcoming events—such as travel, holidays, weddings, or work commitments—so we can coordinate your care accordingly.

9. URGENT ISSUES AND QUESTIONS

If you experience pain, discomfort, or any signs of infection such as redness or swelling, please contact us by phone immediately—email is not suitable for urgent matters. If the line is busy, please leave a voicemail and we will get back to you as soon as possible.

For your peace of mind, every patient will be provided with a dedicated treatment coordinator to support you throughout your journey. In case of emergencies outside normal hours, you will be given an emergency phone number so our team can provide prompt care. We also offer direct WhatsApp support for quick communication when needed.

10. PRIVACY AND DATA PROTECTION

At COCO Dental, we are committed to safeguarding your privacy. We adhere to all relevant data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, to ensure your personal and medical information is handled securely and respectfully.

All information you provide will be treated as strictly confidential and will only be shared when legally required or with your explicit consent.

For full details on how we collect, use, and store your data, please refer to our Privacy Policy, available at www.cocodental.co.uk

11. COMPLAINTS PROCEDURE

If you have any concerns or wish to make a complaint, please visit our website at cocodental.co.uk where our full complaints procedure is available for your reference.

12. YOUR LEGAL RIGHTS

These Terms do not affect your statutory rights under consumer protection laws. For more information about your rights, please visit the Citizens Advice website at www.adviceguide.org.uk or call 03454 04 05 06.