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Terms of Service & SLA

Toothfairy Terms of Service


Commencement Date

The date on which this Policy commences. This Policy runs for one calendar year. If You join part way through the year, Your Commencement Date will be Your Date of Entry and Your Policy will run from Your Date of Entry until the Review Date and thereafter in periods of one calendar year.



The provision of the benefits detailed in the Benefits Table for Treatment is subject to the terms and conditions of the Policy.



In the United Kingdom: A fully qualified dental practitioner registered with the General Dental Council or any other person qualified to perform the required Treatment.

Outside the United Kingdom: Not available outside of the United Kingdom.


Covered Person

A person resident in the United Kingdom who is under the age of 76 and an eligible member of the Policyholder (or the Partner of an employee) for whom We receive and accept a premium for each member is paid and who is entitled to Cover in accordance with the terms of this Policy.


Period of Cover

For each Person accepted for Cover on or after the Commencement Date, the period commencing on the Commencement Date or on the Date of Entry and ending on the date You notify Us of the termination of their Cover, or the Review Date, whichever occurs first.



This contract is Our contract with the Policyholder providing the Cover as detailed in this document


Dental Services described in this document which are clinically necessary for an covered Person provided such services are:

a. provided by a Dentist;

b. provided in accordance with accepted standards of dental practice;

c. received by an covered Person during a Period of Cover.


United Kingdom

This comprises England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.



This Policy aims to provide a covered person with Dental Services as described in the Benefits below during the Period of Cover.


Benefits Table/Features:


• Live Dentist - Emergency and general helpline, speak to a dentist, send images and get advice from your own personal dentist.


• Oral health videos and advice - watch educational videos, read our educational blogs and learn new skills that will prevent future root canals and fillings.


• Video Consult - video consult with a dentist, showcase any issues live, show your mouth and surrounding tissues at a time that suits you and receive medical advice.


• Prescriptions - receive a private prescription script for antibiotics, painkillers, anti-cavity toothpaste and antiseptic mouthwashes. Will be clinically required and at the discretion of the dentist.

Benefit Rules


The following rules apply:


  • Treatments

Video calling a Dentist is applicable as per the plan selected from the benefits table. 


  • Annual Maximums

The maximum amount in any one Period of Cover shall not exceed the amounts stated for the applicable plan as detailed in the Benefit Table.


  • Dentist Identification

For Your protection and to comply with regulations regarding professional registration and conduct. Within the United Kingdom, the Dentist’s GDC number provides this identification. 


General Exclusions


Benefits will not be available for:


  • Services or supplies for Treatment that a Dentist is unable to provide due to circumstances beyond the control of such Dentist;

  • Services or supplies which are not described in the Benefit Table or which are specifically excluded under these General Exclusions;

  • Any Treatment resulting from self-inflicted injury

  • Any Treatment once the maximum annual benefit limit has been reached for that Treatment;

  • Reimbursement for travelling expenses or telephone calls in connection with any Treatments; or charges for completing the claim form;

  • Emergency treatments that require physical intervention at a clinic;

  • Children or under 18 individuals;

  • Conditions which the dentist has advised to seek physical intervention and clinical treatment;

  • Radiographs and further investigations are required for a clinical diagnosis;


General Conditions 


The following conditions apply :


Compliance with Policy Terms

Our liability under this Policy will be conditional upon each Covered Person complying with the terms and conditions of this Policy.


  1. Policy Duration and Payment

a. This  Policy is an annual Policy running from the Commencement Date until the subsequent Review Date and for annual periods thereafter.


b. If You join the plan after the Commencement / Review Date, Your Period of Cover shall be from Your Date of Entry until the following Review Date and annually thereafter.


c.       The premium payable shall be that prevailing generally at the Commencement Date or if later, the appropriate Review Date. 


d. Premiums shall be collected. The premium payable may be changed by Us from time to time. However, this Policy will not be subject to any alteration in payment rates generally introduced until the next Review Date. You will be notified at least 30 days prior to the Review Date of any change in premium. 


Consent Conditions


  • Consent

On booking a consultation through our app you agree to our consent outlined below.

We cannot carry out this service without your consent to the below, as we feel this is a legitimate interest to process your information. You can learn more about your rights on our Privacy Notice below.


  • Data

You agree for the consulting dentist to view your medical history, date of birth, address, details of your complaint and attached images. Your information will be used to provide this dental remote consultation. Any previous information submitted through the app or medical notes will be used to help make a diagnosis and outcome to the consult.


  • Connection

You agree to have a strong Wi-Fi connection to consult. Consultations may also be recorded for quality and security purposes, you will be informed of this prior if this is occuring. These will be stored within an encrypted database and not publically available. Read more in our privacy notice. Failure to have a strong connection will mean a poor outcome to the consult and a credit/cost may still be incurred for the consult.


  • Check Up

The information provided on the site/through consultations/ any other communications from/or provided through Tooth Fairy platform is not intended as a substitute for, nor does it replace, professional dental advice, diagnosis, or physical examination and treatment. Regular radiographs and physical tests must be conducted with a dentist outside of the Tooth Fairy platform to ensure good oral health, prevention and early diagnosis. 


  • Physical Exam

Do not disregard, avoid or delay obtaining dental advice from a qualified healthcare practitioner because of something you may have read on the site/app. Do not delay attaining urgent dental care from NHS 111/999 or your local dentist, especially in pain or an emergency.


  • Prescription

If a prescription is issued, you may be charged an administration fee. An additional dispensing fee will be charged by the Pharmacy, which is set independently. Please refer to Terms and Conditions for full terms. Prescriptions are issued if suitable and in line with clinical guidelines. A consultation does not guarantee you to be issued with a prescription.




We do not recommend or endorse any specific tests, healthcare practitioners, procedures, opinions, clinics or other information that may appear through the services. A referral is done without prejudice or preference, If you rely on any information provided through the services, you do so solely at your own risk. You agree to have a good network quality to conduct this consultation.


You can visit our page for our complete contact information. Our support team operates Monday to Friday. Occasionally, we adjust our regular opening hours over holidays, such as Christmas and New Year. 

Agreement Term

The product being offered is between yourself and Tooth Fairy for a fixed 12-month membership.


This Agreement is for a minimum of 12 months and may be terminated by written notice between the Client and Tooth Fairy, before the renewal at 12 months.

The membership is an annual plan, paid as an annual subscription. Termination of the annual plan can occur 7 days after joining, otherwise, all plans are on an annual basis for a minimal 12 months. 

Service Level Agreement


This SLA defines our technology service availability, support management and product release communication channels. The SLA and performance measures will be reviewed throughout the agreement period against business needs and expectations. 


  1. Toothfairy, a company incorporated in England registered number 11118805 whose registered office is 5th floor, 1 Ariel Way, London, W12 7SL 


  1. Service provided to each ‘Party or ‘Parties’ 


  • Service availability 

    • Dentist Helpline - 7 days a week, core operating 9am to 8pm, further capacity available outside these hours

    • Video Consult - within 24-48hrs response

    • Virtual Dental Exam - within five working days report

    • Partner Clinic Referal - referral to clinic made within five days

(All timescales are approximate and response times may vary and change during busy periods)


Complaints Policy 

At Tooth Fairy we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience on our Platform.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.


  1. The person responsible for dealing with any complaint about the service which we provide is our Patient Manager Kian Dhinsa.

  2. The patient can complain in writing via email or via post to our registered office address.

  3. If the patient complains via a written letter, this will be passed onto our Patient Manager to respond to. If the patient complains in writing via email, this will be monitored by our customer services team and forwarded to the Patient Manager.

  4. If a complaint is about any aspect of clinical care it will normally be referred to the dentist, unless the patient does not want this to happen.  If the complaint is regarding the consultation quality or associated charges then this will be handled specifically by the Patient Manager.

  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.  We will seek to investigate the complaint within ten working days of receipt to explain the circumstances which led to the complaint. We will attempt to talk to them through a medium that suits our patients, including email or telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

  6. We will confirm the decision about the complaint in writing immediately after completing our investigation.

  7. Proper and comprehensive records are kept of any complaint received.

  8. Any complaints submitted will not negatively affect any future treatment or services offered by Tooth Fairy Healthcare LTD or any of its partners.

  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:  

    • The Dental Complaints Service (08456 120 540) for complaints about private treatment

    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body) (0207 167 6000)

    • Parliamentary & Health Ombudsman

  10. Use our below form to submit your complaint directly. Please include your registered email address, date of birth and address so we can locate your account. If your complaint is regarding a particular booking, please submit details of your booking such as Booking ID and Dentist you consulted with.


Privacy Policy


Privacy Policy: Tooth Fairy Healthcare LTD understands that your privacy is important to you and that you care about how your personal data is used. We will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

Please read this Privacy Policy carefully and ensure that you understand it. Your acceptance of this Privacy Policy is deemed to occur upon your first use of our unique online platform. If you do not accept and agree with this Privacy Policy, you must stop using our unique online platform immediately.

The platform is owned and operated by Tooth Fairy Healthcare, a limited company registered in England under company number 11118805.

Registered address: Kemp House, City Road, London, EC1V 2NX

Email address:

Postal Address: Kemp House, City Road, London, EC1V 2NX.

What does this Policy Cover?

This privacy policy refers only to your use of our unique online platform. Our platform contains links to other sites. Please note that Tooth Fairy Healthcare has no control over how your data is collected, stored, or used by other sites and we advise you to check the privacy policies of any such sites before providing any data to them.

What is Personal Data?

Personal data is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the “GDPR”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

What are my Rights?

Under the GDPR, you have the following rights, which Tooth Fairy Healthcare LTD will always work to uphold:

The right to be informed about our collection and use of your personal data. This Privacy policy should tell you everything you need to know, but you can always contact Tooth Fairy Healthcare LTD to find out more or to ask any questions using the details in Part 14.


The right to access the personal data Tooth Fairy Healthcare LTD hold about you. Part 12 will tell you how to do this.


The right to have your personal data rectified if any of your personal data held by Tooth Fairy Healthcare LTD is inaccurate or incomplete. 


The right to be forgotten, i.e. the right to ask Tooth Fairy Healthcare LTD to delete or otherwise dispose of any of your personal data that We have. Please contact us using the details in Part 14 to find out more.


The right to restrict (i.e. prevent) the processing of your personal data.


The right to object to us using your personal data for a particular purpose or purposes.


The right to data portability. This means that, if you have provided personal data to Tooth Fairy Healthcare LTD directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.


Rights relating to automated decision-making and profiling. 


For more information about our OR my use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 14.


Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

If you have any cause for complaint about Tooth Fairy Healthcare LTD’s use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

What Data Do We Collect?

Depending upon your use of our unique online platform, Tooth Fairy Healthcare LTD may collect some or all of the following personal and non-personal data:

  • Name;

  • Date of birth;

  • Gender;

  • Address;

  • Email address;

  • Telephone number;

  • Dental / medical history 

  • Payment information;

  • Information about your preferences and interests;

  • IP address;

  • Web browser type and version;

  • Operating system;

  • A list of URLs starting with a referring Platform, your activity on Our Platform, and the Platform you exit to.

How Do You Use My Personal Data?

Under the GDPR, Tooth Fairy Healthcare LTD must always have a lawful basis for using personal data. This may be because the data is necessary for our performance of a contract with you, because you have consented to our use of your personal data, or because it is in our legitimate business interests to use it. Your personal data will be used for [one of] the following purposes:

  • Providing and managing your account;

  • Providing and managing your access to our online platform

  • Personalising and tailoring your experience on our online platform;

  • Supplying services to you. Your personal details are required in order for Tooth Fairy Healthcare LTD to enter into a contract with you.

  • Personalising and tailoring dental services for you.

  • Communicating with you. This may include responding to emails or calls from you.

  • Supplying you with information by email that you have opted-in to (you may unsubscribe or opt-out at any time. 

  • Analysing your use of our platform and gathering feedback to enable Tooth Fairy Healthcare LTD to continually improve your user experience.

With your permission and/or where permitted by law, Tooth Fairy Healthcare LTD may also use your personal data for marketing purposes, which may include contacting you by email with information, news, and offers on products and services. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out.

How Long Will You Keep My Personal Data?

We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. 

Your personal data is stored in line with CQC, Department of Health and NHS Regulations. Tooth Fairy Healthcare LTD will retain your records from consultations for a maximum of 30 years. In line with the NHS regulations the minimum time we will keep records will be 11 years (adults) or to the age of 25 years (children). Unless there is a regulatory or legal reason to retain personal data, we will delete personal data for patients who have not been active on our platform for 5 years.

How and Where Do You Store or Transfer My Personal Data?

We will only store or transfer your personal data in the UK. This means that it will be fully protected under the GDPR.

Do You Share My Personal Data?

We contract with the following third parties to supply certain products and services. These include dental care, emergency care, payment processing and marketing. In some cases, those third parties require access to some or all of your personal data that we hold. We will NOT share medical records or personal data relating to any medical information you have given us.  

If any of your personal data is required by a third party, as described above, We will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights, our obligations, and the third party’s obligations under the law, as described above.

How Can I Control My Personal Data?

9.1             In addition to your rights under the GDPR, when you submit personal data via our platform, you may be given options to restrict our use of your personal data. In particular, Tooth Fairy Healthcare LTD aims to give you strong controls on our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from us which you may do by unsubscribing using the links provided in our emails, at the point of providing your details and by managing your account).

9.2             You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receive.

Can I Withhold Information?

You may access certain areas of our platform without providing any personal data at all. However, to use all features and functions available on our online platform you may be required to submit or allow for the collection of certain data.

You may restrict our use of Cookies.

How Can I Access My Personal Data?

If you want to know what personal data Tooth Fairy Healthcare LTD has about you, you can ask for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”. All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 14. 

If you wish to have access to your records, this is within your legal rights. The right of access to records is available under the Data Protection Act or the Access to Health Records Act. There will be an administration charge to access for records, a discretionary fee of up to £10 can be charged and disclosure will take place as quickly as possible but in any event within 40 days of receipt of the signed patient authority (request). 

If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

Tooth Fairy Healthcare LTD will respond to your subject access request within 40 days of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date We receive your request. You will be kept fully informed of our progress.

How Do You Use Cookies?

Our online platform may place and access certain first-party cookies on your computer or device. First-party cookies are those placed directly by us and are used only by us. We use cookies to facilitate and improve your experience of our platform and to provide and improve our services. We have carefully chosen these cookies and have taken steps to ensure that your privacy and personal data is protected and respected at all times.

All cookies used by and on our platform are used in accordance with current cookie Law.

Before cookies are placed on your computer or device, you will be shown a pop-up requesting your consent to set those cookies. By giving your consent to the placing of Cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of our platform may not function fully or as intended. 

Certain features of our online platform depend on Cookies to function. Cookie Law deems these cookies to be “strictly necessary”. Your consent will not be sought to place these cookies, but it is still important that you are aware of them. You may still block these cookies by changing your internet browser’s settings, but please be aware that our platform may not work properly if you do so. We have taken great care to ensure that your privacy is not at risk by allowing them.

Our platform uses analytics services. Analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling us to better understand how our platform is used. This, in turn, enables us to improve our platform and the services offered through it.

The analytics service used by our platform uses Cookies to gather the required information. You do not have to allow us to use these cookies, however whilst our use of them does not pose any risk to your privacy or your safe use of our platform, it does enable us to continually improve it, making it a better and more useful experience for you.

In addition to the controls that we provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all Cookies or only third-party Cookies. By default, most internet browsers accept Cookies, but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.

You can choose to delete cookies on your computer or device at any time, however you may lose any information that enables you to access our platform more quickly and efficiently including, but not limited to, login and personalised settings.

It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.

How Do I Contact You?

To contact Tooth Fairy Healthcare LTD about anything to do with your personal data and data protection, including making a subject access request, please contact the Platform Manager Dr Aulak:

Postal Address: Kemp House, City Road, London, EC1V 2NX.

Changes to this Privacy Policy

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes or if we change our business in a way that affects personal data protection.

Any changes will be immediately posted on our platform and you will be deemed to have accepted the terms of the privacy policy on your first use of our platform following the alterations. We recommend that you check this page regularly to keep up-to-date.


  • Communicating notifications - Scheduled downtime may be necessary for us to carry out essential maintenance. We’ll use commercially reasonable efforts to keep downtime to a minimum.

    • Product release upgrades 

    • Communicating downtime incidents 

    • Outage - Outages caused by Infrastructure within the control of Net Health will be corrected within 48 hours. Outages caused by infrastructure outside of the control of Toothfairyare not covered.


  • MI Reporting 

    • Management information to be provided annually 

    • Reports via email to listed contact only


  • Delivery Timeframes 

    • Home Kits - Generally dispatched within 5 working days 

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