Ohh! Flow Maintenance Membership|Terms & Conditions

In Brief

• Membership is monthly via Direct Debit.

• £10 joining fee covers administration and personalised keyring; non-refundable.

• Membership secures your included Ohh! Flow Maintenance appointments — no separate PAYG advance payment is required.

• Enjoy savings with preferential member pricing compared with prevailing PAYG Ohh! Flow Maintenance fee.

• Missed, late, or cancelled appointments (within 48 hours) may be treated as used where this reasonably reflects the loss arising from the clinical time reserved for you. Where we are able to refill the appointment, this will be taken into account.

• 14-day cooling-off applies for remote sign-ups (joining fee excluded).

• Fees reviewed annually (includes staff wage adjustments).

• Full Terms & Conditions are below please read carefully.

1. Enrolment & Activation

1.1 Membership cannot be joined online. Enrolment must be completed directly with Ohh! so that the £10 joining fee can be collected and administrative set-up completed.

1.2 Membership will not commence until:

• The £10 non-refundable joining fee has been paid;

• A valid Direct Debit mandate has been successfully established; and

• The first Direct Debit payment has been received.

1.3 Ohh! reserves the right to refuse or withdraw membership at its discretion.

2. Joining Fee

2.1 A non-refundable £10 joining fee is payable upon enrolment.

2.2 This fee covers administrative set-up, allocation of your Member ID, membership system registration, and your personalised Ohh! trolley coin keyring.

2.3 The joining fee is non-refundable, including during the 14-day cooling-off period, as it covers administration, enrolment, and personalised membership materials that cannot be resold.

3. Payment Terms

3.1 Membership fees are collected monthly by Direct Debit via GoCardless.

3.2 Payments are collected on the 1st day of each month.

3.3 Membership operates on a rolling monthly basis and remains active only while Direct Debit payments are current.

3.4 No refunds or partial refunds will be issued for payments already collected, except as required by law (excluding the joining fee, which is non-refundable).

4. Membership Benefits

4.1 Benefits apply strictly while payments remain active and up to date.

4.2 Membership includes:

• Priority booking for appointments;

• No separate PAYG advance payment is required for appointments included within an active membership, as your membership payments secure your allocated clinical time.

• Automatic entry into the monthly appreciation draw;

• A personalised Ohh! trolley coin keyring and unique Member ID;

• A saving with preferential member pricing compared to standard pay-as-you-go fees. Savings are subject to review and may vary depending on appointment type and prevailing fees.

4.3 Benefits are non-transferable and have no cash alternative.

4.4 Ohh! reserves the right to amend, suspend, or withdraw membership benefits where reasonably necessary.

5. Appointments, Late Cancellations & Missed Visits

5.1 Membership secures allocated clinical time but does not guarantee unlimited appointments.

5.2 If a member:

• Fails to attend;

• Cancels or reschedules within 48 hours of the scheduled appointment; or

• Arrives more than 10 minutes late and we are unable to provide their care,

we reserve the right to treat the included appointment as used where this reasonably reflects the loss arising from the clinical time reserved for the member.

Where we are able to refill the appointment, this will be taken into account when determining whether the appointment is treated as used. Where the reserved clinical time cannot reasonably be refilled, the appointment may be treated as used in full.

Leaving a message during practice closure times does not cancel your booking at the time the message is left. We provide automated reminders 7 days and 3 days before your appointment to allow you to cancel simply by replying ‘no’ to the bot, and you can also manage your appointment online 24/7 via the website.

5.3 Where an appointment is treated as used, it will not be refunded, credited, carried forward or replaced.

5.4 Where an appointment has been treated as used, the member may either:

• Attend their next scheduled Ohh! Flow Maintenance appointment; or

• Pay the applicable preferential member appointment rate to arrange an additional appointment sooner.

This does not affect your statutory rights.

5.5 Membership payments do not accumulate. Unused months, delayed bookings, or gaps in attendance do not entitle the member to backdated, additional, or replacement appointments.

6. Failed Payments & Cancellation

6.1 If a Direct Debit fails or is cancelled, membership and all associated benefits will cease immediately.

6.2 The member will revert to standard pay-as-you-go fees.

6.3 Failed payments are automatically retried by GoCardless. Each failed attempt incurs a £2.50 administration charge, which will be added to the member’s in-clinic account and must be cleared at the next visit.

6.4 Cancelling a Direct Debit without notifying Ohh! does not constitute formal cancellation of membership.

6.5 Membership continues on a rolling monthly basis until written notice of cancellation is received and acknowledged.

7. Annual Fee Review

7.1 Membership fees are reviewed annually to ensure the continued delivery of high-quality care.

7.2 Reviews take into account operational costs, Retail Price Index (RPI) changes, and staff wage increases, allowing Ohh! to continue investing in and supporting its valued team.

7.3 Any fee changes may take effect from 1st April each year.

7.4 A minimum of 30 days’ written notice will be provided prior to any increase.

8. 14-Day Cooling-Off Period

8.1 If membership is agreed remotely (for example, by email or telephone), members have the right to cancel within 14 days of enrolment.

8.2 The £10 joining fee is non-refundable during this period, as it covers administration, enrolment, and personalised membership materials that cannot be resold.

8.3 Any other membership payments collected (excluding the joining fee) will be refunded if no appointments have been attended and no membership benefits have been used within the 14-day period.

8.4 If any appointment has been attended or membership benefits used within the 14-day period, the cost of services provided will be deducted from any refund due.

9. Direct Debit Authority & Legal Notice

By enrolling, you:

• Authorise Ohh! Oral Health Hygienist Ltd, via GoCardless, to collect the agreed monthly payment on the 1st day of each month;

• Confirm that payments will continue until cancellation is formally requested in writing and acknowledged.

The Direct Debit Guarantee applies and provides customer protection.

Knowingly disputing a valid Direct Debit payment constitutes fraud and is a criminal offence under the Fraud Act 2006.

10. General

10.1 Membership benefits are non-transferable.

10.2 Ohh! reserves the right to amend these Terms & Conditions where reasonably necessary.

10.3 The most current version will always be available on our website.

Ohh! Gift Voucher Terms & Conditions

In Brief

• Gift vouchers are valid for 6 months from purchase.

• Vouchers are non-transferable and cannot be exchanged for cash.

• Services must be pre-booked; redemption is by phone or in person only.

• No separate advance payment is required, your voucher secures your appointment.

• If a voucher appointment is missed, cancelled or rescheduled within 48 hours, or you arrive more than 10 minutes late and we are unable to provide your care, we reserve the right to retain an appropriate amount of the treatment voucher value to reflect the loss arising from the clinical time reserved for you. Where we are able to refill the appointment, this will be taken into account.

• Vouchers are non-refundable except where the 14-day cancellation period applies to remote purchases under the Consumer Contracts Regulations.

1. Voucher Validity & Redemption

1.1 Vouchers are valid for 6 months from the purchase date.

1.2 Expired vouchers cannot be redeemed.

1.3 Where a gift voucher includes an optional treatment or enhancement, such as an Ohh! Flow Boost, this element remains subject to individual suitability at the appointment. If the optional treatment or enhancement is not suitable and cannot be provided, its value will not be forfeited. The value may be refunded or, where preferred, used towards eligible Ohh! retail products.

1.4 Vouchers must be pre-booked and can only be redeemed by phone or in person — online redemption is not available.

1.5 Redemption contact details are provided on the voucher.

1.6 Vouchers are non-transferable and cannot be exchanged for cash.

1.7 Vouchers are non-refundable, except where required under the 14-day cancellation period for remote purchases (Consumer Contracts Regulations 2013).

1.8 No change or credit will be given if the voucher value exceeds the cost of the product or treatment.

1.9 Lost, stolen, or destroyed vouchers will not normally be replaced or refunded.

2. Booking & Cancellation Policy for Voucher Appointments

2.1 PAYG appointments normally require advance payment of the applicable Ohh! Flow appointment fee to secure the booking.

2.2 No separate advance payment is required, your voucher secures your appointment.

2.3 If a voucher appointment is cancelled or rescheduled within 48 hours, the patient fails to attend, or arrives more than 10 minutes late and we are unable to provide their care, we reserve the right to retain an appropriate amount of the treatment voucher value to reflect the loss arising from the clinical time reserved for the appointment.

Where we are able to refill the appointment, any amount retained will take account of the resulting reduction in our loss. Where the reserved clinical time cannot reasonably be refilled, the amount retained may be up to the full applicable treatment value.

2.4 Where the treatment voucher has been retained in full following a late cancellation, failure to attend or late arrival, a new payment or valid treatment voucher will be required to secure another appointment.

2.5 This cancellation policy is applied consistently and does not affect your statutory rights.

2.6 Text reminders are sent 7 days and 3 days prior to appointments.

3. General

3.1 Ohh! reserves the right to amend these terms where reasonably necessary.

Ohh! Privacy & Data Protection

Effective from: 28th February 2021

Ohh! is committed to protecting your privacy. This policy explains how we collect, use, and safeguard any information you provide when using our website.

We may update this policy from time to time — please check the page to stay informed.

1. Information We Collect

We may collect:

• Name

• Contact details, including email and demographic info (postcode, preferences, interests)

• Other information relevant to customer service, surveys, or offers

2. How We Use Your Information

We use your information to:

• Keep internal records

• Improve products and services

• Send promotional emails (if consent given)

• Conduct market research (email, phone, or mail)

• Customise the website according to your preferences

3. Security

We implement physical, electronic, and managerial procedures to safeguard your information and prevent unauthorized access or disclosure.

4. Cookies

• Cookies are small files used to analyse site traffic and personalise your experience.

• Traffic log cookies help identify which pages are used to improve the website.

• Cookies do not give access to your computer or personal information beyond what you provide.

• You may accept or decline cookies in your browser settings, though some features may be limited.

5. Links to Other Websites

• Our site may link to external websites.

• Ohh! does not control external sites and is not responsible for their privacy practices.

• Review the privacy policies of external sites when you visit them.

6. Controlling Your Personal Information

• Opt out of marketing by ticking boxes on forms or emailing hello@ohhofficial.com

• We will not sell, distribute, or lease your information without consent, except as required by law

• We may send third-party promotional info only if you consent

• You may request a copy of your personal data and ask us to correct any inaccurate information we hold about you.