Floss Health Limited – Patient Terms and Conditions
Effective date: 17th November 2025
Registered company: Floss Health Limited (Company No. 15547273)
Registered office: 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE
Email: info@floss-dental.co.uk
1. About Floss
Floss Health Limited (“Floss”, “we”, “us”, “our”) operates a digital platform that enables patients (“you”, “your”) to discover, match with, and book consultations with independent dental practices across the United Kingdom.
Floss is not a dental practice and does not provide dental treatment or clinical advice. All dental services are delivered by independent practices (“Practices”) regulated by the General Dental Council and/or the Care Quality Commission.
2. Acceptance of these Terms
By using the Floss website or communicating with Floss via email, SMS, or WhatsApp, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.
3. Service Description
1 Floss enables you to:
a. complete a short matching questionnaire;
b. view suitable Practices and available consultation times;
c. book and pay securely for an initial consultation; and
d. communicate with Floss or the selected Practice regarding your booking.
2 Floss acts as the agent for the Practice in arranging your appointment and collecting your payment.
3 The contract for dental treatment is between you and the Practice. Floss is not a party to that treatment contract.
4 Where a Practice uses an integrated practice management system (for example, Dentally), booking information may be securely transmitted to the Practice’s authorised software via an encrypted API connection.
4. Bookings and Payments
1 When you confirm a booking through Floss, you authorise us to charge the consultation fee displayed at checkout.
2 Payments are processed through Stripe Payments UK Ltd.
• Floss retains 10 % of the consultation fee as a service charge.
• 90 % is transferred to the selected Practice on the same day.
3 All fees include VAT where applicable.
4 Any further treatment costs are agreed directly with, and paid to, the Practice.
5. Rearrangements and Non-Attendance
1 Appointments cannot be cancelled for a refund once confirmed. They may be rearranged once if you provide at least 48 hours’ notice before the scheduled time.
2 To rearrange, contact Floss by email or WhatsApp quoting your booking reference. We will coordinate with the Practice to confirm a new date and time.
3 If you do not attend your appointment without prior notice, the consultation fee is forfeited in full.
4 If a Practice cancels or reschedules, you will be offered an alternative slot. If no suitable time is available, Floss will issue a full refund of the consultation fee.
5 Rearrangements are subject to Practice availability.
6. Communications
1 By using Floss, you consent to receive operational messages (confirmations, reminders, feedback requests) via email, SMS, or WhatsApp.
2 You may opt out of marketing messages at any time by following the unsubscribe instructions or contacting info@floss-dental.co.uk.
3 You may also receive marketing messages from approved partners only where you have opted in.
4 Operational messages relating to active bookings cannot be opted out of.
7. Data Protection and Privacy
1 Floss Health Limited is the data controller for personal information you provide when using the Service.
2 We process personal data under the lawful bases of contract, legitimate interests, consent, and where applicable, legal obligation, as described in our Privacy Policy.
3 Certain limited health information (for example, relevant dental or medical conditions disclosed when booking) may be processed to assist matching and booking, in accordance with UK GDPR Article 9(2)(h).
4 All data are stored on encrypted servers located in the UK or EEA.
5 We share necessary data with:
• the selected Practice (to fulfil your booking);
• Stripe Payments UK Ltd (for payment processing);
• WhatsApp Ireland Ltd (for authorised messaging); and
• Dentally (Software of Excellence) or other practice-management systems where the Practice uses an approved integration.
6 Where we transfer personal data outside the UK or EEA (for example, to secure technology providers located abroad), we ensure equivalent protection through adequacy decisions or standard contractual clauses.
7 We retain booking-related data for up to seven years to meet legal, tax and regulatory requirements.
8 We apply technical and organisational security measures to protect all personal data from unauthorised access, loss or misuse.
9 For information on your data-protection rights, please see our Privacy Policy.
8. Platform Conduct
You agree not to:
• misuse or interfere with the Service;
• impersonate another person or submit false information; or
• attempt unauthorised access to any Floss system.
Floss may suspend or terminate access for any breach.
9. Liability
1 Floss’s role is limited to introducing you to Practices and handling appointment and payment processing.
2 Floss is not responsible for:
• the quality, safety, or outcome of any dental treatment;
• advice or information provided by Practices; or
• any loss or damage arising from Practice actions or omissions.
3 To the fullest extent permitted by law, our total liability to you is limited to the value of the Floss service charge (10 % of the consultation fee).
4 Nothing in these Terms limits liability for death, personal injury, or fraud.
10. Complaints and Disputes
1 Concerns about dental care should be raised directly with the Practice.
2 Service or platform issues may be reported to info@floss-dental.co.uk.
3 We aim to acknowledge complaints within two working days and resolve them within ten working days.
4 If unresolved, disputes may be referred to the Centre for Effective Dispute Resolution (CEDR).
5 If you are dissatisfied with our handling of your personal data, you may contact the Information Commissioner’s Office (ICO) at www.ico.org.uk.
11. Intellectual Property
All trademarks, logos, text, graphics, and software on the Floss platform are owned by or licensed to Floss Health Limited. You may not reproduce or reuse any content without written permission.
12. Changes to These Terms
We may update these Terms periodically. The revised version takes effect upon posting. Continued use of the Service constitutes acceptance.
13. Governing Law
These Terms and any dispute arising from them are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.
14. Contact
Floss Health Limited
3rd Floor
86-90 Paul Street
London
EC2A 4NE
Email: info@floss-dental.co.uk
