Refund Policy

Last Updated: 1st May 2025

At Online Dentist UK, we are committed to providing a transparent, fair, and patient-focused service. This policy outlines when refunds may or may not be issued for services provided through our platform.

Consultation Fee
Our online consultations are completely free. Payment is only required if one of our dentists determines that a private prescription for antibiotics is clinically appropriate and you choose to proceed. If no prescription is issued, no payment is taken so no refund is necessary.

Prescription Fee
The £19.95 fee covers the issuance of a private electronic prescription by a GDC registered dentist. This fee is non-refundable once a prescription has been issued, even if:
• You decide not to use the prescription or no longer want it.
• The pharmacy you visit is unable to fulfil the prescription.
If you experience any issues with pharmacy fulfilment, please contact us. We’ll be happy to assist you in finding a nearby pharmacy that can dispense your medication.

You will only be eligible for a refund of your prescription fee if no prescription is issued. Prescriptions are sent to you via both email and text message shortly after payment. If you do not receive your prescription, please contact us. However, such occurrences are extremely rare, as our system ensures prescriptions are promptly issued once payment is confirmed.

Medication Costs
The cost of the medication is separate and will be charged directly by the dispensing pharmacy. We are not responsible for pharmacy pricing, availability, or dispensing policies. Due to legal and safety regulations, pharmacies are generally unable to accept returns or provide refunds for prescription medications once they have been dispensed.

Technical Issues
If a technical issue prevents your consultation from being submitted, it will not be reviewed, no prescription will be issued, and no payment will be taken.

Payment Portal
Payment for prescriptions is completed securely through your patient portal. Our system is designed to prevent duplicate payments by displaying a clear and updated invoice confirming when a prescription has been paid for. In the rare event that your bank processes a duplicate payment (two identical transactions are submitted), please contact us immediately. We will promptly review the case and, if confirmed, issue a refund for the duplicate payment. However, such occurrences are extremely uncommon due to the safeguards we have in place to prevent duplicate payments.

Requesting a Refund
To request a refund in circumstances where it may be applicable, please contact us with your full name, the date of your consultation, and the reason for your request. We aim to respond to all refund queries within 3 working days. Refunds are typically processed immediately; however, depending on your bank's processing times, it may take 5 to 10 business days for the refunded amount to appear in your account.

Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.

Contact Us
If you have questions regarding refunds or payments, please contact us at:
Phone: 02045 724727

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