New Look Group – Refund & Service Policy

1. Purpose

This policy explains the circumstances under which refunds, corrections, or alternative remedies will be provided for dental treatment services. It is designed in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, as applied to services.

2. Our Commitment

New Look Group is committed to providing high-quality dental treatment, aftercare, and patient support. If a service is not delivered in line with the agreed treatment plan or professional standards, we will take corrective action.

3. Refund and Remedial Options

If a service is incomplete, not performed as agreed, or defective in a way that materially impacts the outcome, the patient has the right to:Re-performance of the service (corrective treatment at no extra charge); or Partial or full refund of fees paid for the affected service; or Alternative remedy such as treatment credit or referral, agreed mutually between patient and clinic.

4. Exclusions

Refunds or free re-treatment will not apply where:The outcome is affected by patient non-compliance, such as failure to follow aftercare instructions, attend scheduled reviews, or maintain oral hygiene.Complications or side effects occur that were explained during the consent process and accepted as possible risks.The patient changes their mind about treatment once the service has been delivered.Results vary due to natural biological differences or healing responses beyond the clinic’s control.

5. Treatment Warranty

Restorative treatments (implants, crowns, veneers, bridges) are covered by a limited treatment warranty, which includes correction of faults due to material or laboratory failure.Warranty terms and duration will be confirmed in writing before treatment begins.

6. Deposits and Payments

Appointment deposits are non-refundable, unless the cancellation or rescheduling is made by the clinic without reasonable notice.Where a refund is approved, payment will be processed to the original method within 14 working days.

7. Governing Law & Dispute Resolution

This policy is governed by UAE Consumer Protection Law.In the event of a dispute, patients may first raise the matter with New Look Group management. If unresolved, complaints may be filed with the Department of Economic Development or the relevant health regulator.

8. Transparency

All patients will receive a copy of this policy before treatment starts.Financial terms, potential risks, and warranty coverage are explained during the consultation and prior to consent.