Payment policy

Table of contents

PAYMENT POLICY

NGO TUAN ANH DENTAL COMPANY LIMITED

1. Purpose

This payment policy is established to ensure that the consultation, treatment, and payment process at Ngo Tuan Anh Dental Clinic is carried out transparently, clearly, and conveniently for customers.

This policy helps customers understand treatment fees, payment methods, payment schedules, deposits, refund conditions, and payment responsibilities throughout the process of using services at the clinic.

2. Scope of Application

This policy applies to all customers using services at Ngo Tuan Anh Dental Clinic, including but not limited to:

Examination, consultation, and diagnosis;
Braces, clear aligners, and growth modification orthodontics;
General dental treatment;
Dental restorations, crowns, veneers, inlays/onlays;
Dental implants;
Bite treatment and TMD treatment;
Other dental services as prescribed by the dentist.

3. Payment Principles

Ngo Tuan Anh Dental Clinic is committed to providing customers with clear information about treatment costs before performing any service.

All treatment costs are advised based on the customer’s actual oral condition, examination results, X-rays, 3D scan data if applicable, and the treatment plan proposed by the dentist.

Customers only proceed with payment after being consulted about the service, cost, treatment pathway, and related conditions.

For long-term treatment services such as orthodontics, implants, restorations, or specialized treatment, the clinic will provide a specific payment plan according to each treatment stage.

4. Payment Methods

Customers may make payments using the following methods:

Cash payment at the cashier counter;
Bank transfer to the clinic’s official bank account;
Card payment or other electronic payment methods accepted by the clinic at the time of payment.

When making a bank transfer, customers are requested to clearly write the transfer content as instructed by the staff, for example:

Customer’s full name – Phone number – Service name

The clinic only confirms payment once the amount has been successfully recorded in the clinic’s system or bank account.

5. Payment Timing

Depending on the service, customers may be required to make payment in one of the following forms:

5.1. One-time Payment

This applies to services with fixed fees or services completed in one or a few appointments.

Customers make full payment before the service is performed or as instructed by the clinic.

5.2. Installment Payment by Treatment Stage

This applies to services with long treatment pathways such as orthodontics, implants, multi-unit restorations, or complex treatment plans.

The payment schedule will be discussed and agreed upon with the customer before treatment begins. Customers are responsible for making payments according to the confirmed schedule.

5.3. Deposit for Appointment Reservation or Treatment Confirmation

For certain services that require material preparation, dentist scheduling, treatment plan design, aligner fabrication, laboratory work, or treatment slot reservation, the clinic may require customers to pay a deposit in advance.

The deposit will be deducted from the total treatment cost when the customer proceeds with the service.

6. Deposit Policy

A deposit is applied to confirm the customer’s treatment request, reserve an appointment, prepare materials, or carry out initial professional steps according to the treatment plan.

The deposit may be non-refundable in the following cases:

The customer voluntarily cancels treatment after the clinic has already started professional procedures;
The clinic has ordered materials, laboratory work, orthodontic aligners, appliances, or created a personalized treatment plan for the customer;
The customer misses multiple appointments without prior notice according to the clinic’s regulations;
The customer changes their treatment decision after actual costs have already been incurred by the clinic.

If the customer has a valid reason and provides prior notice, the clinic may consider supporting the transfer of the deposit to another service or reserving the deposit for a suitable period, depending on the specific case.

7. Payment Policy for Orthodontic Treatment

For braces, clear aligners, or growth modification orthodontics, the treatment cost depends on the customer’s dental condition, bite condition, severity of misalignment, type of appliance, and treatment plan prescribed by the dentist.

Customers will be clearly advised about:

Estimated total treatment cost;
Initial payment amount;
Subsequent payment milestones;
Possible additional costs;
Conditions for promotional offers;
Responsibilities for follow-up visits and treatment compliance.

For cases with installment payments, customers are required to follow the agreed payment schedule to ensure treatment progress.

If the customer delays payment, the clinic has the right to temporarily pause certain non-urgent treatment steps until the customer completes the required payment.

8. Additional Costs

During treatment, certain additional costs may arise if the customer’s actual condition changes or if the customer requests additional services outside the initial treatment plan.

Additional costs may include:

Treatment for newly arising oral diseases;
Replacement of appliances, brackets, aligners, or retainers that are lost or damaged by the customer;
Services outside the agreed treatment plan;
Additional treatment requests for aesthetic or functional purposes.

All additional costs will be communicated and explained to the customer before being carried out.

9. Refund Policy

The clinic will consider refunding fees in cases where the customer has made payment but the service has not yet been performed and no professional, material, or laboratory costs have been incurred.

The clinic may refuse a full refund or only refund the remaining amount after deducting actual costs in the following cases:

The service has been partially performed;
Costs have been incurred for materials, laboratory work, design, aligners, appliances, or personalized treatment planning;
The customer voluntarily discontinues treatment;
The customer fails to follow the appointment schedule, treatment instructions, or does not cooperate during treatment;
The customer transfers to another facility before completing the treatment pathway.

All refund cases will be reviewed based on treatment records, service progress, and actual costs already incurred.

10. Fee Reservation Policy

If the customer is unable to continue treatment due to personal reasons, the clinic may consider reserving the unused portion of the paid fee for a certain period of time.

Fee reservation must be confirmed by the clinic and is not automatically applied to all services.

The reservation period, conditions, and reserved value will be specifically communicated depending on each case.

11. Promotions and Discounts Policy

Promotional programs and discounts are only valid during the announced period and according to the conditions of each program.

Promotional offers cannot be converted into cash.

If a customer qualifies for multiple promotional programs, the clinic will advise the most suitable policy at the time of payment. Promotions are not automatically combined unless officially announced by the clinic.

For existing customers, discounts may be considered based on the customer care policy, treatment history, and the clinic’s decision at each specific time.

12. Customer Responsibilities

Customers are responsible for:

Providing accurate personal information when creating a treatment record;
Reviewing and confirming the cost before payment;
Making payments on time according to the agreed schedule;
Keeping receipts, payment slips, or bank transfer records;
Informing the clinic in advance if they need to change an appointment or have difficulty making payment;
Following the dentist’s treatment instructions to ensure treatment effectiveness.

13. Clinic Responsibilities

The clinic is responsible for:

Clearly advising customers about costs, treatment pathways, and payment methods;
Providing payment documents according to internal regulations;
Fully recording customer payments in the clinic’s system;
Informing customers in advance of any additional costs;
Supporting customers in checking payment history when needed;
Protecting customers’ personal and financial information.

14. Handling Late Payments

If the customer is late in making payment according to the agreed schedule, clinic staff will contact the customer to remind them through phone calls, messages, or official communication channels.

If the customer has not completed the payment on time, the clinic may:

Temporarily postpone non-urgent treatment steps;
Temporarily stop ordering new materials, laboratory work, aligners, or appliances;
Adjust the treatment schedule until the customer completes the required payment.

The clinic always prioritizes goodwill communication and will support customers within appropriate limits.

15. Invoices, Receipts, and Payment Documents

After payment, the customer’s payment will be recorded in the clinic’s system.

Customers may request a receipt, invoice, or payment document as needed. Invoice issuance will be based on the information provided by the customer and in accordance with current regulations.

Customers are requested to carefully check all information before requesting invoice issuance.

16. General Terms

This payment policy forms part of the consultation and customer care process at Ngo Tuan Anh Dental Clinic.

The clinic reserves the right to adjust the payment policy from time to time to suit its operations, service programs, and relevant regulations.

Any changes will be announced or explained to customers before application.

17. Customer Confirmation

The customer confirms that they have been consulted and fully understand the treatment cost, payment schedule, deposit conditions, refund policy, and related policies before agreeing to use services at Ngo Tuan Anh Dental Clinic.