Appointments,cancellations, refunds

You can book by WhatsApp, by phone, through the form on this website, or in person at any clinic. WhatsApp is fastest.

• An online or WhatsApp request is a request until we confirm it back to you.
• We aim to confirm within 2 hours during opening hours — 9:00 AM to 11:00 PM, seven days a week.
• You will be told which clinic, which clinician, the date and time, and roughly how long to allow.
• Tell us at booking if you need a female clinician, a longer slot, step-free access, or an interpreter.
• For a child's appointment, the parent or guardian who will consent to treatment should be the one attending.

Emergency and same-day slots

We hold capacity each day for pain and trauma. If you are in significant pain, say so when you contact us — do not wait for the next routine slot, and do not book online and hope. Call or WhatsApp, and describe the symptom.

You will receive a confirmation when the appointment is booked, and a reminder before it. Reminders are a courtesy, not a condition — an appointment stands whether or not the reminder reached you, so please note it down when you book. If your number changes, tell us. A reminder sent to an old number is the single most common reason a patient misses an appointment they wanted to keep.

The 24-hour rule

Give us at least 24 hours' notice to cancel or move an appointment. A WhatsApp message is enough — you do not need to call, and you do not need to explain.

Why we ask

A booked appointment is a reserved room, a dentist and an assistant, held for you. Late cancellations usually cannot be filled, and the patient who could have used that time has already been told there was nothing available. The rule exists for them, not for our revenue.

Short-notice cancellations

Life happens — traffic, illness, a family emergency. Tell us as soon as you know and we will simply rebook you. A short-notice cancellation may be recorded, and repeated short-notice cancellations may mean we ask for the consultation fee in advance before booking again. We apply that sparingly, we never apply it to a first occurrence, and we always tell you before it applies to you.

Non-attendance

Not arriving and not telling us is different from cancelling late, and is treated as such. After repeated non-attendance we may ask for prepayment or, in persistent cases, decline further routine bookings — always in writing, and never for emergency care.

If you are running late, call ahead. We will tell you honestly whether the appointment still works.

• Under 15 minutes late — we will almost always still see you, though the appointment may run short.
• Over 15 minutes late — the treatment may need to be shortened or rebooked, because the time after yours belongs to another patient.
• For long procedures — implant surgery, a full-arch case — a late start may mean rebooking, because starting a two-hour procedure with ninety minutes left is not safe practice.

An appointment rescheduled because of late arrival is not treated as a cancellation and carries no penalty.

It happens rarely, and almost always because a clinical emergency has taken over a clinician's list. When it does:

• We tell you as early as we possibly can, by phone rather than by message where there is time.
• We rebook at a time that suits you, and we prioritise you for the next available slot.
• Anything you have already paid towards that appointment is either carried over or refunded in full — your choice.
• If you were mid-course of treatment and the delay matters clinically, we will tell you that plainly and find a way to see you.

If we are running late on the day

Reception will tell you when you arrive, not after you have sat there for an hour. You can wait, or rebook at no cost and with priority. We would rather lose the appointment than pretend the delay is not happening.

Payment is due at the time of treatment unless agreed otherwise in advance. We accept cash in Pakistani rupees, bank transfer, EasyPaisa and JazzCash. A consultation and full assessment is PKR 2,000, the same at all three clinics.

Staged payment

Longer courses of treatment — implants, orthodontics, full-mouth work — can usually be paid in stages tied to appointments. Ask before treatment starts. We will set out the stages in writing so there is no ambiguity later about what is paid and what is outstanding.

Laboratory work

Crowns, bridges, veneers, dentures and aligners are made externally to your specification and cannot be resold. Where a case has already gone to the laboratory, the laboratory portion of the fee is payable even if you later decide not to proceed. We will tell you when a case is about to be sent, so you have a clear last point at which to change your mind.

What is refundable

• Money paid in advance for treatment that has not yet been carried out — always refundable, in full.
• A deposit for an appointment we cancelled — refunded in full, or carried over if you prefer.
• An overpayment or a billing error — refunded as soon as we identify it, whether or not you noticed it first.
• Where we made a clear clinical or administrative error and redoing the work is not the right answer.

What generally is not

Treatment already carried out is not refundable simply because it is no longer wanted — the clinical work cannot be returned. Nor is the laboratory portion of a case already manufactured to your specification, or the consultation fee once the consultation has taken place, since that is the assessment you attended for.

Where treatment has not worked as it should

This is the case that matters most, and it is not a refund question first — it is a clinical one. Come back in. We will examine it, tell you what has happened, and where the fault is ours we will put it right at our own cost. Redoing the work properly is almost always the better outcome for you than money back and an unresolved problem. Where redoing it is not appropriate, we refund.

How to request one

Write to contact@drsaaddentistry.pk or ask at reception, with the clinic, the dates and the treatment concerned. We acknowledge within 2 working days and decide within 10. Approved refunds are paid by the original method within 14 working days. If we decline, you get the reason in writing — not a verbal explanation you cannot refer back to.

Where a specific guarantee applies to a treatment, it is stated on that treatment's own page, together with its conditions — because a guarantee whose conditions are buried is not a guarantee, it is marketing. Guarantees are conditional on attending your review appointments, following the aftercare you were given, and using any protective appliance you were provided with. They do not cover damage from trauma, from neglect, or from a condition you were advised to treat and chose not to.

Dr. Saad Irfan & Associates Dentistry Email: contact@drsaaddentistry.pk Phone: +92 313 3466661 Clinics: 1. DHA Phase 5 — Plot 4-C, Shop 2, 5 Badar Commercial Street 2, Badar Commercial Area, Phase 5, DHA, Karachi, 75500 · +92 313 3466661 2. DHA Phase 8 — H#202/2, 21 Street Khayaban-e-Iqbal, DHA Phase 8 Zone A, Karachi, 75533 · +92 313 3466661 3. Clifton Block 9 — Shop No. 6, Ground Floor, Vincy Mall, Block 9, Clifton, Karachi, 75600 · +92 334 3930986 Open 9:00 AM – 11:00 PM, seven days a week, including public holidays. Version 3.0, effective 15 August 2026.