Legal
Terms & Conditions of Toothaid Ltd
Please read these terms carefully before booking a consultation.
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY AND ENSURE THAT YOU UNDERSTAND THEM BEFORE USING OUR SERVICES FROM OUR WEBSITE. THESE TERMS AND CONDITIONS MUST BE READ IN CONJUNCTION WITH OUR PRIVACY POLICY, COOKIE POLICY AND TERMS OF USE POLICY.
1. These Terms and Conditions
1.1. These are the Terms and Conditions on which we supply our Services to you.
1.2. Please read these Terms and Conditions carefully before you submit your Appointment Request to us. These Terms and Conditions tell you who we are and how we will provide our Services to you.
2. Interpretation
The terms in these Terms and Conditions are defined as follows:
Appointment the date and time of your Online Consultation with one of our Dentists as confirmed to you by email from us.
Appointment Request means your initial online request for an Appointment via our Website.
Charges means the cost of our Services which is payable by you. Our Charges are available on our Website.
Dentist means one of the dentists from Toothaid Ltd who shall undertake the Online Consultation.
Online Consultation means an online consultation with one of our Dentists via our Website.
Services means the Online Consultation, Symptom Checker Tool and/or other online dentistry services which we may provide from time to time.
Symptom Checker Tool as is more particularly described in clause 6.
Terms and Conditions means these terms and conditions as amended by us from time to time.
Treatment means any over-the-counter and/or prescription-only medicines prescribed to you by our Dentists.
Website https://toothaid.co
2.1. "Writing" includes emails. When we use the words "writing" or "written" in these Terms and Conditions, this includes info@toothaid.co.
Information about us, regulation and how to contact us
2.2. Company details. TOOTHAID LTD (company number: 13940670) (we and us) is a company registered in England and Wales and our registered office is at: 28 Cavendish Drive, Edgware, England, HA8 7NS. We operate the Website: https://toothaid.co.
2.3. Contacting us. To contact us, email us at: info@toothaid.co. If we have to contact you, we will do so by telephone or by writing to you at the email address, telephone number or postal address you provide to us when creating your online account.
2.4. Our regulator. We are authorised and regulated by the Care Quality Commission (Provider ID: 1-18043045416; Location ID: 1-19210567475) and the General Dental Council (GDC). We are governed by Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, which can be accessed at: The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (legislation.gov.uk).
2.5. Professional indemnity insurance. We maintain professional liability insurance in respect of our Services.
2.6. Key personnel and nominated leads. Our registered manager and safeguarding lead is Dr Benjamin A Pearlman (GDC 291062). Our data protection officer (DPO) is Junaid Patel, contactable at dpo@toothaid.co. Our clinical governance lead is Adam Patel. Our health, safety and fire lead, and our emergency-preparedness lead, is James Pearlman. All are ToothAid cofounders.
2.7. Data protection registration. Toothaid Ltd is registered with the Information Commissioner's Office as a data controller under registration reference ZC235587 (registered 1 September 2026, expiring 31 August 2027).
3. Your use of our Website, Services and Treatments
3.1. Our Dentists may use consultations, risk assessments and clinic questionnaires including the Symptom Checker Tool, to evaluate your requirements for our Services. We may ask for such other information as may be necessary and/or appropriate including in respect of your medical history, in order to determine which Services or Treatments (if any) are appropriate for us to supply or prescribe to you.
3.2. Treatments may only be dispensed to you if your consultations, risk assessments, clinic questionnaires and all other information supplied to our Dentists is approved by one of our Dentists and where the Dentist, acting in their sole and absolute discretion, determines the Treatment to be appropriate and suitable.
3.3. Online Consultations will be conducted by our Dentists in a confidential environment.
3.4. You are responsible and liable for ensuring that the information you provide to our Dentists is complete, true and accurate. We will have no responsibility or liability whatsoever for checking the validity or accuracy of any information that you provide when creating an online account, placing an Appointment Request or otherwise. You understand and accept that by providing false, inaccurate, incomplete or misleading information at any time when using our Services or our Website or when interacting with any Dentists, our Dentists may supply Services or issue Treatments which would not have otherwise been issued, based on the false, inaccurate or misleading information that you have provided, which could cause severe damage, illness or injury.
3.5. We reserve our rights entirely to terminate, cancel or suspend our Services including cancelling your Appointment, or the supply of any Treatments at any time and without any notice or explanation to you including, without limitation, where we suspect that you are providing incomplete, false or inaccurate information or where you do not have enough information or knowledge for us to determine which Services, and/or Treatments you require or where we believe it is not in your best interests to receive the Services and/or Treatments without the benefit of a face to face consultation.
3.6. All information supplied to us and our Dentists shall be confidential except where the Dentist is obliged to disclose the information by law or to another medical practitioner including, without limitation, where we believe or suspect that the Services and/or Treatments may be used to harm yourself or another person, or for illegal, inhumane or immoral purposes.
3.7. We may also consult with other healthcare professionals including, without limitation, dentists, orthodontists and/or doctors if we considerate it necessary.
3.8. You acknowledge and agree that it shall be the responsibility and the liability of:
(a) the Dentist to write and review the clinical questionnaires, the Symptom Checker Tool and undertake the Online Consultations and issue the Treatments based on your responses to our consultations risk assessments, clinical questionnaires and further enquiries;
(b) your chosen pharmacy to dispense, check and deliver the Treatments (where applicable) to you.
3.9. You acknowledge and agree that it shall be your responsibility and liability to:
(a) provide us and our Dentists with full, complete and accurate information at all times;
(b) immediately inform the Dentist if any information you provide is incomplete, inaccurate or misleading or changes at any point;
(c) inform your own general dentist and any general practitioner or other healthcare provider of any Treatments that have been dispensed to you via our Dentists;
(d) seek independent medical advice if you are unsure, or concerned with any information, advice or instructions which our Dentists have provided to you or which you may believe or suspect has failed to have been provided to you;
(e) verify any information supplied by our Dentists with your general practitioner/or dentist or healthcare provider before administering or using our Treatments and have confirmed that such Treatments will not impact any existing medication or treatments you may be receiving;
(f) seek independent medical advice from an alternative healthcare professional and/or utilise emergency services as you deem necessary or appropriate;
(g) read, understand and accept any patient leaflets supplied with the Treatments before using or administering any Treatments;
(h) comply with all directions for use, instructions and storage instructions and any other guidance, advice or recommendations provided by us or our Dentists (except where you have been advised by a healthcare professional, pharmacist or your general practitioner otherwise);
(i) ensure you have understood and accepted, in respect of the Services and/or Treatments you require, all information and advice provided to you and/or prescribed to you;
(j) disclose any side-effects, allergies or intolerances to us or any other factor which may impact your ability to receive our Services and/or Treatments including, without limitation, any pre-existing medical conditions, existing medications or treatment you are receiving or whether you are pregnant or br/eastfeeding; and
(k) treat our Dentists which you come into contact with, with dignity and respect. We do not tolerate any abusive or offensive language or behaviour and reserve the right to terminate your online account, cancel the contract and block access to our Website in the event that you are in br/each of this.
3.10. Our Website is not intended or designed to replace any medical emergency services, advice given by your general dentist or general practitioner or other healthcare professionals nor for the long-term management of any illnesses or conditions (whether or not diagnosed). You understand and acknowledge that the information provided on our Website and by our Dentists and the Services and Treatments provided to you are based strictly on the information provided by you to us. Our Website is not designed nor suitable for the diagnosis, treatment, management or long-term planning of any medical emergency, any acute condition or any condition that would otherwise warrant testing, diagnosis or treatment in person or where testing, diagnosis or treatment would be required on an urgent basis. Except as precluded by law, we are not liable for any loss or damage which results from your failure to comply with this clause.
3.11. By using our Website, you warrant that you do not know of any reason as to why you cannot or should not be receiving any Services or Treatments from us.
3.12. Except as precluded by law, we are not liable for any loss or damage which results from your failure to comply with this clause 3.
4. Creating an online account
4.1. Before placing an Appointment Request, you will be required to register an online account with us via our Website.
4.2. By using our Website and creating an online account, you warrant that:
(a) you are aged 18 or over;
(b) you are an individual consumer as defined under the Consumer Rights Act 2015 and are not a business customer. The Services and Treatments are for your personal use and not for any commercial, business or re-sale purpose. You warrant that you shall not distribute or share any Treatments with any third party;
(c) you will not sell or resell any Treatments prescribed to you;
(d) the Treatments prescribed to you are for your personal use only and not for any business or commercial purposes;
(e) the Services and Treatments are personal to you only and you will not allow or permit any other person to access and/or use such Services and Treatments; and
(f) you will, at all times, comply with our Terms of Use policy.
4.3. In order to create an online account with us, you will need to provide us with a copy of your photo ID which may include your passport, driving license or such other form of identification as we may request from time to time (‘Identification Documents’) so that we may verify:
(a) your identity; and
(b) that you meet our age requirements.
4.4. You agree to notify us immediately if you become aware or suspect any unauthorised use of your online account with us.
4.5. You warrant that:
(a) any online account shall be created for your own purposes and not on behalf of another person on third party; and
(b) no other party shall have access to your online account and that you shall strictly not share any details or access to your online account with any third parties.
4.6. You can use your online account to book Services for a child that you have parental responsibility for provided that:
(a) they are aged between 2 and 16;
(b) they are registered at the same GP surgery as you; and
(c) their medical record contains the same home address as your medical record.
4.7. If the Appointment is for your child then you will be asked to provide an image of your child’s full birth certificate or other official documentation which indicates parental responsibility. The suitability of such documentation shall be determined us.
5. Our contract with you
5.1. The Services shown on our Website do not constitute an offer.
5.2. Each Appointment Request placed by you is an offer by you to buy the Services subject to these Terms and Conditions.
5.3. Our Appointment Request process allows you to check and amend any errors before submitting your Appointment Request to us. Please check the Appointment Request carefully before confirming and submitting it. You are responsible for ensuring that your Appointment Request and any specification submitted by you is complete and accurate.
5.4. Our acceptance of your Appointment Request will take place when we email you to accept it, at which point a contract will come into existence between you and us. All email correspondence will be sent to the email address you have registered with us.
5.5. If we are unable to accept your Appointment Request, we will inform you of this in writing and will not charge you for the Services. This might be because:
a) we have concerns about the truth, accuracy or completeness of the information provided by you as explained in clause 3 of these Terms and Conditions;
b) the Services and/or Treatments are no longer available or unavailable at the time or date requested by you;
c) unexpected limits on our resources which we could not reasonably plan for;
d) there are restrictions on the numbers of Treatments that may be sold in a single transaction;
e) you do not meet the minimum age requirement;
f) we have identified an error in the price or description of the Services and/or Treatments;
g) we are unable to meet a deadline you have specified; or
h) any other reason that we determine in our sole and absolute discretion and which we may notify you of from time to time including, without limitation, in relation to clauses 3 and 4.
5.6. We will assign a number to your Appointment Request and tell you what this is when we accept your Appointment Request (the ‘Appointment Number’). You will need to tell us the Appointment Number whenever you contact us about your Appointment Request.
5.7. Our Website is for the promotion, sale and delivery of our Services and Treatments in the United Kingdom only.
6. Payment
6.1. You must pay our Charges upon making an Appointment Request.
6.2. Our Charges must be paid in full before your Appointment can take place.
6.3. Without prejudice to any other right or remedy that we may have, if you fail payment of any Charges due under this agreement on the due date:
a) you shall pay interest on the overdue sum from the due date until payment of the overdue sum, whether before or after judgment. Interest under this clause 6.3(a) will accrue each day at 4% a year above the base rate of the Bank of England's base rate from time to time, but at 8% a year for any period when that base rate is below 0%;
b) revoke your access to our website; and
c) not perform any further Services to you.
We may increase our Charges on an annual basis with effect from each anniversary of the date of this agreement in line with the percentage increase in the Retail Prices Index.
7. Symptom Checker Tool and Provisional Opinion
7.1. Our free online Symptom Checker Tool may assist in providing an indication of an initial opinion of the symptoms experienced by you. The Symptom Checker Tool does not provide a conclusive diagnosis of the issues that may be experienced by you nor does it constitute medical or professional advice and neither you nor any third party may rely on the results of the Symptom Checker Tool.
7.2. The Symptom Check Tool provides an initial indication of the type of Services or Treatments you may require from us.
7.3. The images of the Symptom Checker Tool on our Website is for illustrative purposes only. Whilst we have taken reasonable care to ensure that the images accurately display an example of the symptoms that you may be experiencing, your symptoms may vary significantly from the symptoms depicted in the images.
7.4. The questions asked on our Symptom Checker Tool are not exhaustive and, therefore, we do not provide any guarantee or warranty whatsoever as to the initial opinion shared. You must seek further advice from our Dentists via our Online Consultation process in order to obtain an accurate diagnosis.
8. Online Consultations
8.1. Once you have created your online account, you may request submit an Appointment Request via the dashboard section of your online account with us. We will send you an email confirmation of your requested Online Consultation at the email address registered by you when creating your online account with us.
8.2. Your Online Consultation will not be confirmed by us until you have received a confirmation email confirming the date and time of your Appointment.
8.3. Our Appointments are subject to availability. We cannot guarantee any same day Appointments.
8.4. You must access the Appointment via our call feature on the dashboard section of your online account with us.
8.5. Online Consultations are limited to a maximum of 15 minutes unless the Dentist, acting by its sole and absolute discretion, decides to extend to your Appointment. Should you require further time with our Dentists, you will be required to make a further Appointment Request.
8.6. We neither represent nor warrant that all Treatments and/or Services will be available at all times and cannot confirm availability until we have confirmed your Appointment. An indication of our dates and times of availability are provided on your online account with us via the Dentist and Patient Portal. However, such indications may not take into account Appointment Requests that have been placed by other customers during your visit to our Website or the actual availability of our Dentists.
8.7. You will be assigned a Dentist when making your first Appointment Request. Unless impracticable, you will be assigned the same Dentist each time you make an Appointment Request.
8.8. In order to protect your confidential information, only your assigned Dentist will be able to view and access your Online Consultation notes. We will not share your Online Consultation notes with any third party unless you have consented for us to do so (except where we have a legal obligation to disclose such information).
8.9. You may reschedule your Appointment free of charge, from your online account, provided you do so more than three hours before the booked Appointment start time. Within three hours of the booked start time an Appointment can no longer be rescheduled; you may still cancel it (see section 9), but the Charges will be non-refundable. Cancellations made more than six hours before the booked start time are refunded in full; cancellations made with less than six hours’ notice are non-refundable.
8.10. If you are late for an Appointment, the Dentist will wait for 10 minutes. The Online Consultation shall remain limited for a fixed time of 15 minutes from the booked Appointment start time even if you are late to join. If you do not join within the first 10 minutes from the booked Appointment start time, the Dentist will end the Online Consultation and this will be treated as a non-attendance, meaning the Charges are non-refundable in line with section 9. If you believe exceptional circumstances apply, please email us at info@toothaid.co and we will try to accommodate your request.
8.11. In order to confirm your identity and to verify the information provided to us, you will be asked to reconfirm your name and date of birth at the start of each Appointment with the Dentist.
8.12. Our Dentists are registered with the General Dental Council and provide Services only to patients who are physically located in the United Kingdom at the time of the Online Consultation. Before entering the consultation room you will be asked to confirm that you are currently in the United Kingdom, and we record the country indicated by your internet connection alongside that confirmation as part of your clinical record. If it becomes apparent before or during an Appointment that you are outside the United Kingdom, the Dentist will end the Online Consultation, no prescription or referral will be issued, and you should seek dental care locally. Where the Appointment is ended for this reason before any clinical advice has been given, we will refund the Charges; where you have confirmed you are in the United Kingdom and this proves to be incorrect, the Charges are non-refundable.
8.13. A prescription issued by a ToothAid Dentist is a United Kingdom prescription and can only be dispensed by a United Kingdom pharmacy. Our Dentists will not issue a prescription to a patient who is outside the United Kingdom.
9. Cancellation of Appointment
9.1. You may reschedule your Appointment free of charge up to three hours before the booked Appointment start time; after that point rescheduling is not possible. You may cancel your Appointment at any time before the booked Appointment start time. If you cancel with more than six hours’ notice, we will refund the full amount of the Charges to your original payment method within 5 working days. If you cancel with less than six hours’ notice, or you do not attend, the Charges are non-refundable. If you wish to be seen at another time, please reschedule (where more than three hours remain before the start time) or book a new Appointment. If you believe exceptional circumstances apply, please email us at info@toothaid.co and we will try to accommodate your request.
9.2. We may need to cancel an Appointment due to the unavailability of required Dentists or materials, or due to the occurrence of an event outside of our reasonable control. If such cancellation is necessary, we will inform you as soon as is reasonably possible.
9.3. We may also cancel your Appointment if:
(a) you are in br/each of these Terms and Conditions; or
(b) you provide us with untrue, incomplete or inaccurate information.
9.4. In the event of a cancellation which is not or cannot be re-booked for whatever reason, we will remove all access to your online account and any stored information relating to you will be processed as further set out in our privacy policy and our contract with you shall terminate.
9A. Your statutory right to cancel (distance selling)
9A.1. Because you contract with us online and at a distance, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your contract with us within 14 days of the day we confirm your Appointment, without giving any reason and without penalty. This right is in addition to, and does not limit, the cancellation and refund arrangements in section 9.
9A.2. How to cancel. You may cancel your Appointment yourself at any time from the dashboard section of your online account, or tell us clearly that you wish to cancel by emailing info@toothaid.co or writing to Toothaid Ltd, 28 Cavendish Drive, Edgware, HA8 7NS. You may use the model cancellation form set out in Schedule 1 to these Terms and Conditions, but you do not have to. To meet the cancellation deadline it is enough that you send your message before the 14-day period expires.
9A.3. Refunds. Where you validly cancel under clause 9A.1, we will refund all payments received from you, using the same means of payment you used, without undue delay and in any event within 14 days of the day we are informed of your decision to cancel. You will not incur any fees as a result of the refund.
9A.4. Appointments taking place inside the 14-day period. Our Online Consultations are usually booked to take place within 14 days of confirmation. If you want your Appointment to go ahead before the 14-day cancellation period ends, you must ask us to begin the Services during that period. By booking an Appointment scheduled to take place within 14 days and confirming this at checkout, you make that express request and you acknowledge clause 9A.5.
9A.5. Loss of the right to cancel. Once the Online Consultation has been fully performed, you lose the statutory right to cancel under clause 9A.1 in respect of that consultation, because you asked us to begin the Services within the cancellation period and the Services have been fully supplied. If you cancel after the Services have started but before they are fully performed, you must pay us an amount proportionate to what has been supplied up to the point you told us you were cancelling. Nothing in this clause affects your rights where the Services are not carried out with reasonable care and skill.
9A.6. Medicines and prescriptions. The statutory right to cancel does not apply to medicines supplied to you by a pharmacy against a prescription issued through the Clynxx platform, once those medicines have been dispensed. Medicines are supplied by the dispensing pharmacy and not by us; their returns policy and the applicable medicines legislation govern any return.
9A.7. In-person appointments at partner practices. Where you prepay for an appointment at a participating practice through our Website, clauses 9A.1 to 9A.5 apply in the same way, and the practice performs the appointment. Requests to cancel a prepaid in-person appointment should be made through your online account or by emailing info@toothaid.co.
Schedule 1 — Model cancellation form
Complete and return this form only if you wish to withdraw from the contract.
To: Toothaid Ltd, 28 Cavendish Drive, Edgware, HA8 7NS — info@toothaid.co
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
- Appointment reference and date of booking: ______________________
- Date of the confirmed Appointment: ______________________
- Name of consumer: ______________________
- Address of consumer: ______________________
- Signature of consumer (only if this form is notified on paper): ______________________
- Date: ______________________
10. Treatments
10.1. We may need certain information from you so that we can supply the Services and/or Treatments, for example, your age and/or date of birth (if the Treatment is age restricted). If you do not give us this information or if you give us incomplete or incorrect information, we may either cancel the Appointment. We will not be responsible for supplying the Services and/or Treatments late or not supplying any part of them if this is caused by you not giving us the information that we need.
10.2. Should you require a prescription to purchase the Treatments, this will be generated by our Dentists via the electronic prescription platform, Clynxx.
10.3. Your prescription will be available via the Clynxx platform in the form of a bar code which we will email you. You will be required to take a copy of the barcode to your elected pharmacy to obtain your Treatment.
10.4. You will be responsible for the full cost of the prescription for the purchase of the Treatment unless you are exempt or eligible for free prescriptions.
10.5. The barcode may only be used once to access your prescription or Treatment and will be marked as redeemed as soon as it has been scanned by your pharmacist.
10.6. We do not offer a repeat prescription service for any of our Treatments. Should you require a further prescription you will be required to undertake a further Online Consultation where we will assess your condition and, if appropriate, generate a further prescription for the Treatment.
11. Our rights to make changes
11.1. We may make changes to these Terms and Conditions, the Services and/or Treatments, but if we do so we will notify you and you may then contact us to cancel your Appointment before the changes take effect and receive a refund for any sums paid for.
12. Events Outside of Our Control (Force Majeure)
12.1. We will not be liable for any failure or delay in performing our obligations under these Terms and Conditions where the failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: an epidemic or pandemic or any Government, local authority or agencies response, guidance and/or laws passed as a result of any epidemic or pandemic including, without limitation, any lockdown measures, power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond our reasonable control.
12.2. If any event described under this clause 12 occurs that is likely to adversely affect the performance of any of our obligations under these Terms and Conditions:
(a) we will inform you as soon as is reasonably possible;
(b) our obligations under the contract will be suspended and any time limits that are bound by will be extended accordingly;
(c) we will inform you when the event outside of our control is over and provide details of any new dates, times or availability of Services as necessary;
(d) you or we may terminate the contract.
13. Our responsibility for loss or damage suffered by you
13.1. If we fail to comply with these Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our br/eaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
13.2. Notwithstanding clause 13.1, we do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.
13.3. We only supply the Treatments for private use. If you use the Treatments for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13.4. The Website is provided on an 'as is' and 'as available' basis without any representation or endorsement made and we make no warranties, whether express or implied, in relation to it and its use.
13.5. You also accept and acknowledge that any advice provided during our Services are a recommendation only. Accordingly, we shall have no responsibility or liability for detecting, diagnosing or treating any medical conditions, for recommending that you seek medical advice, for referring you to any medical or other specialist or for any treatment or diagnoses advised to you by any medical professional following our treatments.
13.6. We provide no warranty, guarantee or representation whatsoever as to the suitability or performance of any of the Treatments and/or Services provided by us.
14. How we may use your personal information
14.1. We will only use your personal information as set out in our Privacy Policy, accessible via the following weblink: https://toothaid.co/legal/privacy. Our use of cookies is explained in our Cookie Policy, accessible via the following weblink: https://toothaid.co/legal/cookies.
15. Other important terms
15.1. We may transfer our rights and obligations under these Terms and Conditions to another organisation.
15.2. You may only transfer your rights or your obligations under these Terms and Conditions to another person if we agree to this in writing.
15.3. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
15.4. Each of the paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.5. If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your br/eaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
15.6. These Terms and Conditions are governed by English law and you can br/ing legal proceedings in respect of the Services in the English courts.
16. Complaints
16.1. We hope that you will be satisfied with our Services. However, if a problem arises or you are dissatisfied with the Services, please provide us with written details of your complaint addressed to info@toothaid.co.
16.2. We will acknowledge your complaint in writing within three working days of receiving it, and we aim to provide a full written response within 20 working days. If a complaint is complex and we need longer, we will tell you why and give you a revised date.
16.3. We will use our best endeavours to resolve your complaint. However, if you are not satisfied with our internal handling of your complaint then you shall be entitled to forward your complaint to the Dental Complaints Service, a free and impartial service funded by the General Dental Council at:
37 Wimpole Street, London, W1G 8DQ
Tel: 0208 253 0800 (Monday-Friday, 9am-5pm)
Or via the Dental Complaints Service’s online form which may be accessed via the following weblink: https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients
These Terms and Conditions were last updated on 24 August 2026.