Last updated: 16 September 2026
Who provides your services?
Serinsey Sağlık ve Turizm Hizmetleri Ltd. Şti. acts as an intermediary for patient enquiries and arrangements. Dental treatment is provided by Özel Serin Ağız ve Diş Sağlığı Hizmetleri Ltd. Şti.
Your written quotation and booking confirmation will identify the provider, the services included and the party receiving each payment. This policy explains how to request changes, cancellations and refunds. Please read it together with those documents and your treatment plan. Mandatory patient and consumer rights always take priority.
Before you confirm a booking
An enquiry, photograph assessment or conversation with our team does not, by itself, confirm a treatment booking. Your appointment is confirmed when we send written confirmation and you have completed any requirements explained beforehand.
An estimate based on photographs is provisional. Your treating dentist will assess your suitability in person and explain the treatment, alternatives and final costs before you decide to proceed. Any change to the agreed treatment or price requires your agreement before that revised treatment begins.
Please wait for confirmation of your appointment and expected visit length before booking non-changeable flights or accommodation.
Deposits and advance payments
Where a deposit is required, your quotation will state its amount, what it reserves, which company receives it and how it is credited towards the agreed services. The cancellation terms must be provided before payment.
A deposit is an advance payment and is not automatically forfeited because you cancel. Any lawful deduction must relate to services already supplied at an agreed price or reasonable, documented and non-recoverable costs specifically incurred for your booking after your authorisation. Any separately charged intermediary service must be itemised and agreed in advance. We will not charge twice for the same work or cost.
Changing your appointment
Please contact your consultant or email info@serinsey.com as soon as your plans change. Include your name, appointment date and booking reference, if available. Where possible, please give at least seven calendar days’ notice so that we can help you make alternative arrangements.
We do not charge an administrative fee solely for changing an appointment date. A new date is subject to availability. If a change affects an authorised laboratory order or a hotel, transfer or other third-party booking, we will explain any genuine non-recoverable cost and obtain your agreement before confirming the new arrangements.
Cancelling before treatment
We will refund the unused part of your advance payment, less only lawful, previously disclosed charges for services already supplied and reasonable, documented non-recoverable costs incurred specifically for your booking. We will give you an itemised explanation of any deduction.
If no chargeable service has been supplied and no such cost has been incurred, your advance payment will be refunded in full. A late cancellation or missed appointment does not automatically make the entire treatment price payable, and no undisclosed penalty will be imposed.
If the dentist advises a different treatment
If the planned treatment is unsuitable following examination, your dentist will explain the alternatives. You may decline an alternative treatment. Any refund calculation will distinguish between unused treatment payments and assessments or other services already supplied at prices agreed beforehand.
Treatment will not be charged merely because it was discussed or quoted. Clinical decisions remain the responsibility of the treating dental provider.
Stopping treatment and laboratory work
You may ask to pause or stop treatment. Your dentist will explain any clinical implications and the care needed for a safe transition.
We will account separately for completed treatment stages and work still outstanding. Where you have authorised patient-specific laboratory work, such as crowns, veneers, dentures, bridges or aligners, a reasonable non-recoverable cost may have arisen once production begins. Any deduction will reflect the work actually commissioned and be explained in the itemised account.
This does not remove your rights if a service or restoration is defective or fails to meet the agreed specification.
Changes or cancellations by the provider
If the responsible provider cannot supply an agreed service, we will notify you promptly. You may choose a suitable alternative appointment or receive a refund for the service that cannot be provided. No patient cancellation charge will apply to a provider cancellation.
If illness, travel disruption or another exceptional event affects the visit, contact us promptly. We will discuss available alternatives and recoverable payments. Such an event does not automatically entitle either party to retain the full booking payment.
Flights, hotels and transfers
Your quotation must identify any travel or accommodation services arranged for you, the relevant provider and applicable terms. Those terms must be supplied before you commit to the arrangement.
For travel booked directly by you, contact that provider about changes and refunds. For services arranged through us, contact our team for assistance. This section does not exclude any responsibility or remedy imposed on either company by mandatory law.
Requesting and receiving a refund
Email info@serinsey.com or contact your consultant with your booking details and the reason for your request. We may request reasonable information to identify the booking and verify the payer. Do not send full card details or card security codes through email or chat.
We will explain the refund amount and any deductions in writing. Any amount due will be issued without undue delay and no later than 14 calendar days after receipt of the cancellation/refund request, unless a shorter legal deadline applies. A refund that is legally due immediately will not be delayed by this general period. If essential information is missing, we will tell you promptly; this does not extend mandatory deadlines.
Refunds will normally use the original payment method and payer, unless another secure, lawful arrangement is agreed. We do not charge a separate refund-processing fee. Your bank’s processing times or currency conversion may affect when or how the refund appears in your account.
Treatment concerns and statutory rights
If you are concerned about treatment received, contact us so that the treating clinical team can review the matter and explain appropriate next steps. A complaint about defective services or negligent care is distinct from an ordinary cancellation.
Nothing in this policy limits mandatory rights relating to patient care, defective services, negligence, refunds, compensation or access to complaint and court procedures. Where statutory withdrawal rights apply to your booking, the required pre-contract information will explain the relevant period, procedure and any lawful exception; this policy does not create a blanket waiver of those rights.
Contact
Serinsey Smile patient coordination
info@serinsey.com
+90 530 250 65 82
Treatment location:
Bağlarbaşı, Feyzullah Cd. No:140, 34843 Maltepe/İstanbul, Türkiye