Dentist2Go Patient Terms
DRAFT v0.1 for solicitor review. Not for publication. Version: [1.0] · Effective date: [DATE] · Previous versions: [none]
1. Who we are
1.1 Dentist2Go is a trading name of Vallace Digital Ltd, a company registered in England and Wales (company number 16925416), registered office 124 City Road, London, EC1V 2NX. In these terms, "we", "us" and "D2G" mean Vallace Digital Ltd.
1.2 You can contact us at help@dentist2go.uk.
2. What Dentist2Go is, and what it is not
2.1 Dentist2Go is an introduction service. We let you meet a private dental practice on a short video call before you decide whether to book an appointment with them.
2.2 We are not a dental practice and we do not provide dental care, dental advice or any healthcare service. The dentists you meet through Dentist2Go work for independent practices regulated by the Care Quality Commission. Any care you go on to receive is provided by the practice under its own terms, its own professional obligations and its own complaints procedure.
2.3 Dentist2Go is not an emergency service. If you have severe pain, facial swelling or a dental injury, contact NHS 111. If your situation is life-threatening, call 999.
2.4 We introduce you to private practices only. Treatment you book with a practice is private treatment, which you pay the practice for directly. Dentist2Go never charges patients anything.
3. Who can use the service
3.1 You must be at least 18 years old and live in the United Kingdom.
3.2 You may use the service to find a dentist for your child or for someone you care for, but the account, the call and all bookings must be made and attended by you as an adult account holder.
3.3 You must give accurate information when you register, keep it up to date, verify your mobile number, and hold no more than one account.
4. The introductory video call
4.1 The call is a free, five-minute video introduction. Its purpose is for you and the dentist to meet, and for the practice to explain its services, prices and availability.
4.2 The call is not a dental consultation. The dentist cannot examine you, diagnose anything, recommend treatment or prescribe on the call. Please do not describe symptoms or dental history on the call. If you need clinical advice, that happens at an in-person appointment with the practice.
4.3 The call is not recorded, by us or by the practice, and you agree not to record it either.
4.4 The join link we email you is valid for the full booked slot plus a short grace period. If your connection drops, rejoin with the same link. If you do not join within that window, the call counts as missed.
5. Booking, cancelling and missed calls
5.1 You can cancel or rebook a call free of any consequence up to 24 hours before it starts.
5.2 Cancelling less than 24 hours before the call, or not joining it, counts as a missed call.
5.3 We will warn you by email after your second missed call. After three missed calls within 12 months, we may suspend your account for between three and six months. Suspension decisions are always confirmed by a person before they take effect, and you can appeal under clause 10.
6. After the call
6.1 After each call, both you and the practice record an outcome. You choose whether you would like to proceed with the practice. The practice separately chooses whether it can take you on.
6.2 You cannot book a further call until you have recorded your outcome for the previous one.
6.3 If you both choose to proceed, we share your contact details with the practice and theirs with you, and you book your appointment directly with the practice.
6.4 If the practice does not proceed, we will tell you neutrally and offer to introduce you to another practice. Practices give us their reason, which we monitor, but we do not pass it on.
6.5 Giving a reason for your own decision is optional.
7. In-person appointments and missed-appointment fees
7.1 Appointments, treatment, prices, deposits and any missed-appointment ("DNA") fee are matters between you and the practice. We are not a party to that relationship.
7.2 Before you book a call, we show you the practice's missed-appointment fee for in-person appointments as a figure. The practice sets, charges and handles that fee, not us. It never applies to the free video call.
8. Acceptable use
8.1 Our Acceptable Use Policy forms part of these terms. In short: treat dentists and their staff with respect, do not record calls, do not include dental or treatment details in any free-text field, do not misuse the reporting system, and do not use bots or scrapers.
9. Reporting a serious concern
9.1 If something serious happens on a call (inappropriate, sexual, threatening or discriminatory behaviour), report it from the call's page within 7 days. A person reviews every report. We may pass serious matters to the practice, whose professional obligations then apply.
9.2 Reports are linked to your account and are not anonymous. The person you report has legal rights over personal data held about them, which may include your report. Deliberately false reports may lead to suspension of your account.
10. Suspension and appeals
10.1 We may suspend or close your account only on these grounds: three missed calls within the rolling period in clause 5.3; abusive, threatening, discriminatory or sexual behaviour toward practice staff; deliberately false reports; breach of the Acceptable Use Policy; or creating multiple accounts.
10.2 A person reviews and confirms every suspension before it takes effect. No suspension is automated.
10.3 We will email you the category of reason, the duration and how to appeal. You have 30 days to appeal by replying to that email or writing to help@dentist2go.uk. Appeals are decided by a person within 14 days.
10.4 Suspensions apply to the Dentist2Go platform only. We do not share suspension information with practices or anyone else.
11. Your privacy
11.1 Our Privacy Notice explains what personal data we hold and why. Two points worth repeating here: we do not collect or store your health information anywhere on the platform, and the video calls are not recorded.
12. Our responsibility to you
12.1 We provide the introduction service with reasonable care and skill.
12.2 We do not provide dental care and are not responsible for the acts, omissions, availability, pricing or treatment outcomes of any practice. Clause 13 explains where to complain about a practice.
12.3 We do not guarantee that any practice will accept you, that appointments will be available, or that the service will be uninterrupted.
12.4 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law. Your statutory rights as a consumer are unaffected.
13. Complaints
13.1 About Dentist2Go: email help@dentist2go.uk. We acknowledge within one business day and aim to resolve within 14 days.
13.2 About dental care or a practice: complain to the practice first under its own complaints procedure. For private dental care you can also contact the Dental Complaints Service, and you can raise concerns about a dental professional with the General Dental Council. We can point you to the right route but we cannot investigate clinical matters.
14. Changes, closure and general terms
14.1 We may update these terms. If a change materially affects you, we will give at least 30 days' notice by email, and you can close your account before it takes effect. The version and date at the top identify which terms apply; earlier versions remain available on request.
14.2 You can close your account at any time in your account settings. The Privacy Notice explains what we keep afterwards and for how long.
14.3 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.
Solicitor review notes (delete before publication): (a) confirm the rolling period in 5.3; (b) confirm suspension duration range is proportionate; (c) fairness review under CRA 2015 Part 2, especially clauses 5, 10 and 12; (d) confirm the clause 3.2 adult-account model adequately keeps child data off-platform; (e) confirm jurisdiction wording for launch geography.