Odenta booking-fee and refund policy

Version booking-fee-v2026.08.1, effective 2026-08-07

Who receives the Odenta booking fee

The Odenta booking fee is paid to Alevian Health Ltd for finding, securing and confirming an appointment through Odenta. It is not a payment collected by the dental practice.

What Odenta provides

Odenta helps match the patient request with a participating dental practice, lets the patient secure an offered appointment, confirms the booking, and makes the practice details available.

The booking service starts when the patient asks Odenta to secure the appointment and proceeds to payment. The service has normally been completed once Odenta has confirmed the appointment and made the practice details available.

Practice charges and booking-fee credit

Dental practices are independent and retain control of their own consultation, appointment and treatment charges. The Odenta booking fee is separate from those charges and is not the full treatment cost.

If the patient attends, the practice will apply an equivalent booking-fee credit against its consultation or appointment charge. For elective pathways, attending the consultation counts as the appointment being provided even if the patient decides not to proceed with treatment. The practice may still charge its consultation fee, applying the booking-fee credit against that fee.

Cancellations and non-attendance

Once the appointment is confirmed, the dental practice manages the appointment operationally. Patients should contact the practice directly if they need to cancel, request a different appointment time, say they are running late or ask questions about attending.

The Odenta booking fee will not be refunded if the patient cancels, does not attend, arrives too late to be seen or decides not to proceed.

• Patient cancels after Odenta has secured and confirmed the appointment.
• Patient fails to attend.
• Patient arrives too late to be safely seen.
• Patient decides not to proceed with treatment or dental care.

A practice may offer one rescheduled appointment at its discretion. If it does, the existing Odenta booking fee and booking-fee credit carry over to the agreed replacement appointment. The patient is not automatically entitled to a reschedule.

Refund exceptions

Alevian Health Ltd may manually approve a refund where one of these exceptions applies:

• The practice cancels or cannot provide the confirmed appointment.
• Odenta fails to provide the confirmed booking service.
• Payment was duplicated or taken in error.
• Booking information was materially inaccurate.
• A statutory or legal requirement applies.

How to request review

If a refund exception may apply, email info@alevianhealth.com with the booking reference and a short explanation. The dental practice cannot refund an Odenta booking fee because it did not receive that fee.

Treatment disputes

Treatment charges, clinical advice, treatment outcomes and clinical complaints are separate from the Odenta booking fee and should be raised with the dental practice providing care.

Statutory rights

Nothing in this policy affects statutory rights or any refund required by law.