A) CANCELLATION & MISSED APPOINTMENTS:
When you book an appointment with us, we have reserved that time especially for you. If you need to change or cancel your appointment we require at least 48 hours notice so that we can accommodate other patients that would like an earlier appointment.
If less than 48 hours notice is given a $75 fee will be charged to your account for the missed appointment. Payment will be required prior to or at the time of the next appointment.
B) FINANCIAL TERMS:
Usage of FRESH SMILE products and services constitutes customer’s acceptance of FRESH SMILE billing policy. Following is FRESH SMILE billing policy with which all customers must comply:
- Payment is due when services are rendered unless other arrangements have been made.
- FRESH SMILE accepts payments via cash, debit card Visa and MasterCard.
- Payment must be received by FRESH SMILE before any billable product or service is provided / activated. Customers are required to keep a valid credit/debit card on file to charge for recurring monthly fees & subscription fees.
- All recurring subscriptions are automatically invoiced and charged to the credit card on file.
- Invoice and payment receipts are available to customers upon request.
- Late Fee: All accounts more than 30 days past due may be assessed a late fee. No fewer than three attempts to contact the customer will be made before any late fee is assessed.
- Delinquent Accounts: All accounts 30 days past due may be disabled until balances are paid in full. When disabled, all access will be suspended and data will be unavailable.
- Deactivation: After an account is delinquent 60 days, it will be cancelled due to non-payment. Once cancelled, the customer will not be able to recover any files until the account is current. Application data will be stored for 90 days post cancellation. After that, application data will not be available. The account record and delinquent balance will be submitted to a third-party collection service.
- Late Fee: FRESH SMILE may assess a $15.00 late fee for accounts 30 days past due.
- Chargebacks: If a customer initiates a chargeback, FRESH SMILE may assess a $50.00 processing fee for each individual chargeback.
- Returned Checks: FRESH SMILE may assess a $50.00 processing fee on all returned checks.
- Collections Fee: In the event an account is submitted to a third-party collections service, a $50.00 processing fee may be assessed to the existing account balance. This fee is in addition to any other fees previously assessed on t he account.
- Cancellations received in writing up to 30 days prior to the course date will be issued a full credit less a 25% administration fee or a full credit can be applied to another course date.
- Cancellations received in writing 30 days or less before the course date are non-refundable; however a full credit can be applied to another course date.
- Registration of course is fully refundable only if FRESH SMILE cancels course. We reserve the right to cancel a course for any reason and cannot be responsible for hotel deposits or non-refundable airline tickets or other associated fees. Locations may change depending on circumstances beyond our control.
At Fresh Smile Dental Group (FRESH SMILE), we are committed to providing our clients with exceptional service. As providing this service involves the collection, use and disclosure of some personal information about our clients, protecting their personal information is one of our highest priorities.
While we have always respected our clients, privacy and safeguarded their personal information, we have strengthened our commitment to protecting personal information as a result of British Columbia’s Personal Information Protection Act (PIPA). PIPA, which came into effect on January 1, 2004, sets out the ground rules for how BC businesses and not-for-profit organizations may collect, use and disclose personal information.
W e will inform our clients of why and how we collect, use and disclose their personal information, obtain their consent where required, and only handle their personal information in a manner that a reasonable person would consider appropriate in the circumstances.
This Personal Information Protection Policy, in compliance with PIPA, outlines the principles and practices we will follow in protecting clients, personal information. Our privacy commitment includes ensuring the accuracy, confidentiality, and security of our clients, personal information and allowing our clients to request access to, and correction of, their personal information.
Scope of this Policy:
This Personal Information Protection Policy applies to FRESH SMILE. This policy also applies to any service providers collecting, using or disclosing personal information on behalf of FRESH SMILE.
Personal Information – means information about an identifiable individual, including name, age, home address and phone number, social insurance number, marital status, religion, income, credit history, medical information, education, employment information. Personal information does not include contact information (described below).
Contact information – means information that would enable an individual to be contacted at a place of business and includes
name, position name or title, business telephone number, business address, business email or business fax number. Contact information is not covered by this policy or PIPA.
Privacy Officer – means the individual designated responsible for ensuring that FRESH SMILE complies with this policy and PIPA.
Policy 1 – Collecting Personal Information
1.1 Unless the purposes for collecting personal information are obvious and the client voluntarily provides his or her personal information for those purposes, we will communicate the purposes for which personal information is being collected, either orally or in writing, before or at the time of collection.
1.2 We will only collect client information that is necessary to fulfill the following purposes:
- To verify identity;
- To verify creditworthiness;
- To identify client preferences;
- To understand the financial needs of our clients;
- To open and manage an account;
- To deliver requested products and services
- To enrol the client in a program;
- To ensure a high standard of service to our clients;
- To collect and process payments;
Policy 2 – Consent
2.1 W e will obtain client consent to collect, use or disclose personal information (except where, as noted below, we are authorized to do so without consent).
2.2 Consent can be provided orally, in writing, electronically or through an authorized representative or it can be implied where the purpose for collecting using or disclosing the personal information would be considered obvious and the client, voluntarily provides personal information for that purpose.
2.3 Consent may also be implied where a client is given notice and a reasonable opportunity to opt-out of his or her personal information being used for mail-outs, the marketing of new services or products, fundraising and the client does not opt-out.
2.4 Subject to certain exceptions (e.g., the personal information is necessary to provide the service or product, or the withdrawal of consent would frustrate the performance of a legal obligation), clients can withhold or withdraw their consent for FRESH SMILE to use their personal information in certain ways. A client, decision to withhold or withdraw their consent to certain uses of personal information may restrict our ability to provide a particular service or product. If so, we will explain the situation to assist the client in making the decision.
2.5 We may collect, use or disclose personal information without the clients’ knowledge or consent in the following limited circumstances:
- When the collection, use or disclosure of personal information is permitted or required by law;
- In an emergency that threatens an individual’s life, health, or personal security;
- When the personal information is available from a public source (e.g., a telephone directory);
- When we require legal advice from a lawyer;
- For the purposes of collecting a debt;
- To protect ourselves from fraud;
- To investigate an anticipated breach of an agreement or a contravention of law
Policy 3 – Using and Disclosing Personal Information
3.1 We will only use or disclose clients personal information where necessary to fulfill the purposes identified at the time of collection or for a purpose reasonably related to those purposes such as:
- To conduct clients surveys in order to enhance the provision of our services;
- To contact our clients directly about products and services that may be of interest;
3.2 We will not use or disclose clients’ personal information for any additional purpose unless we obtain consent to do so.
3.3 We will not sell client lists or personal information to other parties.
Policy 4 – Retaining Personal Information
4.1 If we use clients’ personal information to make a decision that directly affects the client, we will retain that personal information for at least one year so that the client has a reasonable opportunity to request access to it.
4.2 Subject to policy 4.1, we will retain clients’ personal information only as long as necessary to fulfill the identified purposes or a legal or business purpose.
Policy 5 – Ensuring Accuracy of Personal Information
5.1 W e will make reasonable efforts to ensure that clients’ personal information is accurate and complete where
it may be used to make a decision about the clients or disclosed to another organization.
5.2 Clients may request correction to their personal information in order to ensure its accuracy and completeness. A request to correct personal information must be made in writing and provide sufficient detail to identify the personal information and the correction being sought.
A request to correct personal information should be forwarded to the Privacy Officer.
5.3 If the personal information is demonstrated to be inaccurate or incomplete, we will correct the information as required and send the corrected information to any organization to which we disclosed the personal information in the previous year. If the correction is not made, we will note the clients’ correction request in the file.
Policy 6 – Securing Personal Information
6.1 W e are committed to ensuring the security of client’s personal information in order to protect it from unauthorized access,
collection, use, disclosure, copying, modification or disposal or similar risks.
6.2 The following security measures will be followed to ensure that clients personal information is appropriately protected with the use of locked filing cabinets; physically securing offices where personal information is held; the use of user IDs, passwords, encryption, firewalls; restricting employee access to personal information as appropriate (i.e., only those that need to know will have access; contractually requiring any service providers to provide comparable security measures.
6.3 W e will use appropriate security measures when destroying client’s personal information such as by shredding documents and deleting electronically stored information.
6.4 W e will continually review and update our security policies and controls as technology changes to ensure ongoing personal information security.
Policy 7 – Providing Clients Access to Personal Information
7.1 Clients have a right to access their personal information, subject to limited exceptions.
- Solicitor-client privilege;
- Disclosure would reveal personal information about another individual;
- Health and safety concerns
7.2 A request to access personal information must be made in writing and provide sufficient detail to identify the personal information being sought. IF APPLICABLE: A request to access personal information should be forwarded to the Privacy Officer
7.3 Upon request, we will also tell clients how we use their personal information and to whom it has been disclosed if applicable.
7.4 W e will make the requested information available within 30 business days, or provide written notice of an extension where additional time is required to fulfill the request.
7.5 A minimal fee may be charged for providing access to personal information. W here a fee may apply, we will inform the clients of the cost and request further direction from the clients on whether or not we should proceed with the request.
7.6 If a request is refused in full or in part, we will notify the clients in writing, providing the reasons for refusal an d the recourse available to the client.
Policy 8 – Questions and Complaints: The Role of the Privacy Officer or designated individual
8.1 The Privacy Officer or designated individual is responsible for ensuring FRESH SMILE’s compliance with this policy and the Personal Information Protection Act.
8.2 Clients should direct any complaints, concerns or questions regarding FRESH SMILE’s compliance in writing to the Privacy Officer. If the Privacy Officer is unable to resolve the concern, the clients may also write to the Information and Privacy Commissioner of British Columbia.
Contact information for FRESH SMILE, Privacy Officer:
Info (at) freshsmile.ca