Terms of Service

1. The agreement. By booking an appointment with CityDental Clinic LLC (“we”, “us”) you agree to these terms. The agreement is governed by the laws of the Emirate of Dubai and of the UAE, and the courts of Dubai have exclusive jurisdiction.

2. Quotes. All quotes are provided in UAE Dirhams (AED) and are valid for 30 days from the date of issue. Quotes presented at a consultation visit reflect the treatment plan agreed at that visit; if the plan changes (additional findings, complications, patient choice) we will quote the variation in writing before proceeding.

3. Deposits. For treatment plans over AED 5,000 we ask for a 25% deposit at the start of treatment, refundable up to 24 hours before the first treatment visit. For orthodontics and full-arch implant cases we operate a stage-payment schedule agreed at the case-presentation visit.

4. Cancellation and late arrival. Cancellations made with at least 24 hours’ notice are free of charge. Cancellations made with less than 24 hours’ notice forfeit a one-time chair fee of AED 200, charged at the next visit. We do not charge a chair fee for genuine emergencies. Patients arriving more than 15 minutes late may be asked to rebook if the delay would impact subsequent appointments.

5. Insurance. For in-network insurers we submit your claim directly and you pay only the patient share at the visit. For out-of-network insurers you pay in full at the visit and we provide a complete claim pack for self-submission. We do not guarantee that your insurer will reimburse — claims processing is at the insurer’s discretion under your policy.

6. Pre-authorisation. Where the insurer requires pre-authorisation we submit on your behalf. Treatment will not proceed until the authorisation is back. The slot is held for up to 14 days; if authorisation has not been received by then we may need to rebook.

7. Payment. Card (Visa, Mastercard, Amex), bank transfer, or cash (AED only). We do not accept cryptocurrency or post-dated cheques. Outstanding balances over 30 days may be referred to our collections agent.

8. Treatment outcomes. All medical and dental procedures carry inherent risk. We will discuss the relevant risks for your treatment at the consultation visit and obtain your informed consent before proceeding. We cannot guarantee specific clinical outcomes.

9. Complaints and refunds. Concerns about completed treatment are reviewed personally by Dr. Yousef Al-Marri. We will see you again at no charge to assess the issue and agree a remedy. Refunds, where appropriate, are issued within 14 working days. If we cannot resolve a complaint to your satisfaction you may escalate to the Dubai Health Authority Patient Rights Department.

10. AI assistant. Our automated reception assistant Mira may handle your initial enquiry. Mira can take routine bookings, verify insurer eligibility, and triage urgency, but does not provide clinical diagnosis or treatment advice. Anything beyond Mira’s scope is escalated to a human team member.

11. Children. Patients under 18 must be accompanied by a parent or guardian who provides consent to treatment. We do not perform GA dentistry on-site; cases requiring GA are referred to American Hospital Dubai.

12. Photography. Clinical photographs taken for your treatment record remain part of your file. We seek separate written consent before using any photograph for teaching or marketing purposes.