---
title: What is your cancellation policy?
description: Cancel with more than 24 hours notice and nothing is lost. Inside 24 hours a fee applies and the rest comes back as account credit.
---
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1. [Dental 99 Knowledge Base](https://welcome.dental99.com.au/knowledge-base?hsLang=en-au)
2. [Cancellation and Rescheduling](https://welcome.dental99.com.au/knowledge-base/cancellation-and-rescheduling?hsLang=en-au)
# What is your cancellation policy?
**Quick answer:** Cancel with more than 24 hours notice and nothing is lost. Inside 24 hours a fee applies and the rest comes back as account credit.
| **Situation** | **What happens** |
| --- | --- |
| More than 24 hours notice | Full payment returns to your account credit. No fee. |
| Less than 24 hours notice | Fee of 50% of treatment value, capped at $500. Balance returns as account credit. |
| Missed appointment, no notice | Fee of 50% of treatment value, capped at $500. Balance returns as account credit. |
| We cancel on you | You choose: full refund, full account credit, or reschedule. No fee. Please get in contact with us if you require a full refund. |
About your account credit
Credit stays on your account for 12 months and goes towards any future treatment at any clinic. You can also transfer it to family or friends using account linking in the app, so if you cannot use it, someone you care about can.
Why there is a fee at all
Our whole reason for existing is to make dentistry accessible for ALL in Australia, and keeping our prices low is how we do that. The cancellation fee is one of the things that makes it possible.
Our pricing works because our appointments get used. When one gets dropped at the last minute, that time usually goes to waste, and there is often someone else who was trying to get in that week. The only other way to cover it is adding a bit onto everyone's fees, and the people that prices out are exactly the people we built this for.
So the fee is there to protect our prices for you and for every other patient who needs them. Give us 24 hours and there is nothing to pay, and even if you miss that window, the balance stays yours as credit for whenever you are ready.
If something went genuinely wrong
Illness, family emergencies, work that would not let you leave. If your circumstances were outside your control, get in touch and tell us what happened. We look at these individually and we would rather hear from you than have you assume the answer is no.
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