Cancellations & refunds

Last updated: 19 August 2026

This page explains, in plain terms, how to cancel the concierge service you have bought from SmileBound and what happens to your money. It sits alongside our Terms of Service; where the two differ, the Terms govern.

To be clear about what this covers: this is about cancelling our service. Your dental treatment is a separate contract with the clinic, and your flights and accommodation are separate contracts too. See section 5.

1Your 14-day right to cancel

2How to cancel

Tell us clearly that you want to cancel. Any of these works:

• email info@smile-bound.com
• message us on WhatsApp at +359 88 658 8386
• fill in the form below and send it to us — optional, not required

You only need to send your cancellation before the 14 days are up; it does not matter if it reaches us the following day. We will acknowledge in writing so you have a record.

3If you asked us to start straight away

When you pay, you are asked to tick a box confirming you want us to begin work immediately rather than wait out the 14-day period. Almost everyone does — there is no point in a concierge who waits two weeks to pick up the phone.

Ticking that box does not take your cancellation right away. It changes what happens to the money if you use it:

• You cancel before we have done anything: full refund of £399.
• You cancel partway through: we may keep a proportionate amount reflecting the work already done — for example, if we have completed your consultation and clinic matching but not yet coordinated appointments or travel. We will send you the calculation and how we arrived at it, and refund the rest.
• You cancel after the service is fully performed: no refund is due. "Fully performed" means your clinic is matched, your treatment plan is agreed with that clinic, and your appointment and travel dates are set. At that point our work is done, whether or not you go. The checkout box records that you understood you would lose the right to cancel at that point.

If you did not tick the box and we had not started, a cancellation inside 14 days is refunded in full.

4Refunds

• We refund within 14 days of receiving your cancellation.
• The refund goes back to the card or account you paid from.
• We do not charge a fee for processing a refund.
• If your bank takes a few days to show it, that is on their side, not ours — we will send you the refund confirmation so you can chase it if needed.

5Your clinic, flights and accommodation

Cancelling with us does not cancel anything else. In particular:

• The clinic. Your appointment and any arrangement you have made with the clinic are between you and them, on their terms. If they hold a deposit, their refund rules apply, not ours.
• Flights and accommodation. Booked by you, with the airline or hotel, on their terms.

Tell us if you are cancelling and we will contact the clinic on your behalf and help you unwind the rest — we would rather do that than leave you to it, even when you are walking away from us.

6Model cancellation form

You do not have to use this. It is here because the regulations require us to make it available, and because some people prefer a form to a blank email. Copy it, fill it in and send it to info@smile-bound.com.

7If we cancel

If we decide we cannot help you — because no clinic we work with can safely deliver what you are asking for, or because we think the treatment is better done at home — we will tell you why and refund everything you have paid us for work not yet performed. We would rather refund you than take a fee for a trip that should not happen.