Terms and Conditions

These terms form an agreement between you and Smile Connect Ltd, trading as BookMyDentist and BookMyHealth. By accessing or using the platform, you agree to be bound by these terms. If you do not agree, please do not use the platform.

You must be at least 16 years old to create an account. Parents or guardians may book appointments on behalf of children under 16.

Platform — the BookMyHealth website, applications and related services.

Patient — a person who uses the platform to find care, book appointments or attend consultations.

Practitioner — a healthcare professional listed on or providing services through the platform, verified on the register for their profession (GDC, HCPC, GOsC, GCC, NMC, GPhC, GMC, GOC, BACP or UKCP). Where these terms say practitioner, that includes dentists.

Provider — a practice, laboratory or clinic registered on the platform to offer appointments and services. Where these terms say practice, that means the provider.

Virtual Consultation — a remote video consultation provided by Smile Connect Ltd through the platform.

Triage — our AI-assisted tool that offers general guidance about symptoms.

Booking — an appointment or consultation arranged through the platform.

Content — text, images, reviews, profile information and other material on the platform.

Services — the features and functionality made available through the platform.

Smile Connect — Smile Connect Ltd, the company that operates BookMyHealth and provides virtual consultations.

BookMyHealth is a marketplace that connects patients with healthcare providers and their practitioners — dental practices and laboratories today, and other regulated professions as they join. We are not a healthcare provider, except in relation to virtual consultations, which are provided by Smile Connect Ltd.

We do not employ the practitioners listed on the platform, except for the virtual care providers who deliver Smile Connect consultations. Providers are responsible for their own services, pricing and clinical care.

We verify providers and practitioners (including checks against their professional register and, where it applies, the CQC) but we do not guarantee the quality of any treatment provided.

You must provide accurate information when creating and using your account. You are responsible for keeping your password secure. Only one account is permitted per person.

We may suspend or terminate accounts that violate these terms.

• Patients register at /signup.
• Providers register at /for-practices/register, subject to admin approval.
• Practitioners join by invitation from a registered provider only.

Bookings are between the patient and the provider or practitioner. We facilitate the booking but are not a party to the treatment contract.

Confirming a booking creates a commitment to attend the appointment.

Cancellation policy: you can cancel online up to 48 hours before the appointment; any payment made qualifies for a refund under the practice’s policy, processed by the practice. Inside 48 hours a cancellation counts as giving notice, and any charge is set by the practice’s own policy.

No-show policy: repeated no-shows may result in restrictions on your account.

Booking references (in the format BMD-XXXX) apply to our platform only and may differ from a practice's own reference numbers.

Booking through BookMyHealth is free — any payment or deposit taken at booking goes directly to the practice.

Virtual consultations are provided by Smile Connect Ltd, a CQC-registered provider, and are delivered by GDC-registered dentists.

A virtual consultation is not a substitute for an in-person examination where one is clinically required. The dentist may advise an in-person follow-up.

You must verify your identity at the start of each consultation.

Video consultations require a stable internet connection, a camera and a microphone.

Consultation fees are non-refundable once the consultation has taken place. For cancellations, a full refund is available if you cancel more than 24 hours before the appointment. There is no refund for no-shows.

Our AI triage is provided for guidance only. It is not a medical diagnosis and does not replace professional clinical judgment.

In an emergency, call 999 or attend A&E.

Triage follows a clinically designed decision tree but may not cover all scenarios. We are not liable for clinical outcomes based on triage recommendations.

All triage interactions are logged for clinical governance and CQC compliance.

Virtual consultation fees are processed by Semble via Stripe.

BookMyHealth charges no platform booking fee. Prices are displayed inclusive of VAT where applicable.

Payment is required before virtual consultations.

Where a practice takes payment or a deposit online for in-person appointments, this is processed via Stripe to the practice.

Refunds are processed within 5–10 business days.

Only patients who have attended an appointment or completed a consultation can leave reviews. Reviews must be honest, accurate and not defamatory.

We may remove reviews that are abusive, fraudulent or that violate these terms.

Practitioners and providers may respond to reviews publicly. We do not edit or alter review content.

Providers must maintain valid registration with their professional regulator (and CQC registration where it is required) and keep their information up to date.

Providers grant us permission to display their public information, including name, address, services and reviews.

Connecting practice management software is voluntary — the provider controls API access and can revoke it at any time.

BookMyHealth is free for providers until its official launch on 1 January 2027. We will give at least three months' written notice before any fee applies, and will publish launch pricing no later than 1 October 2026. Providers who joined before 1 January 2027 are founding providers and will be offered founding-provider pricing. Providers may cancel at any time without charge. Should the launch date change, all providers will be notified in writing and the free period extended accordingly.

Practitioners must maintain valid registration with their professional regulator (for dentists, the GDC).

Practitioners providing virtual consultations must maintain professional indemnity insurance.

Practitioners are responsible for their own clinical decisions and patient care.

Profiles must be accurate and up to date.

We may suspend practitioners who receive consistently poor reviews or complaints.

The BookMyHealth platform, design, logo and content are owned by Smile Connect Ltd.

By using the platform, users grant us a licence to display their content, including photos, reviews and profile information.

Users must not copy, reproduce or distribute platform content without permission.

You must not use the platform for any of the following:

• Providing false information;
• Creating multiple accounts;
• Scraping or automated access;
• Harassment of practitioners or patients;
• Posting fraudulent reviews;
• Attempting to bypass security measures;
• Using the platform for any illegal purpose.

The platform is provided “as is”.

We are not liable for clinical outcomes, treatment quality, provider closures, appointment cancellations by providers, or technical failures beyond our control.

For virtual consultations under Smile Connect, clinical liability sits with the treating dentist and Smile Connect Ltd as the CQC-registered provider.

Our total liability is limited to the fees paid to us in the 12 months preceding the claim.

Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be excluded by law.

Please contact us first at hello@bookmyhealth.co.uk. We aim to resolve disputes within 14 days.

These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction.

For clinical complaints about virtual consultations, Smile Connect's complaints procedure applies. Patients can also contact the relevant professional regulator or the CQC directly.

We may update these terms from time to time.

Material changes will be notified by email 30 days in advance.

Continued use after notification constitutes acceptance. If you disagree with the changes, you may close your account.

Smile Connect Ltd, trading as BookMyDentist and BookMyHealth.

Company Number: 16375461

Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ

Email: hello@bookmyhealth.co.uk

Websites: bookmydentist.co.uk · bookmyhealth.co.uk