Appointment, Cancellation & No-Show Policy.
Last updated: October 25, 2026
Why we have this policy
This policy is issued by Superior Scale, Thunder Bay, Ontario, which operates this website for Victoria Dental Clinic. Superior Scale is the policy contact; references to clinical appointments and care refer to Victoria Dental Clinic. Every appointment is time reserved for one patient with one dentist or hygienist. When a visit is missed without notice, that time cannot be offered to someone else who is waiting — often someone in pain. This policy keeps our schedule fair and our wait times short.
Booking & confirmation
- Requests made through this website are appointment requests, not confirmed bookings. Our front desk contacts you to confirm a date and time.
- A reminder is sent before your visit by phone, text, or email based on the preference you give us.
- Reminders are a courtesy. Keeping track of your appointment remains your responsibility, even if a reminder does not reach you.
Cancelling or rescheduling
We ask for at least two business days (48 hours) notice to cancel or move an appointment. For longer visits — surgery, sedation, or multi-hour treatment — we ask for three business days.
To cancel or reschedule, contact the clinic during clinic hours. For questions about this policy, contact Superior Scale, Thunder Bay, ON, at hello@superior-scale.com. If you reach voicemail, leave your name, number, and appointment day — the time stamp counts as your notice.
Late arrivals
- Arriving more than 15 minutes late may mean we can only complete part of the planned treatment.
- If there is not enough time left to treat you safely, we will reschedule the visit. Repeated late arrivals may be recorded as missed appointments.
- Please arrive 10 minutes early for a first visit so paperwork and insurance details can be completed.
Missed appointments & fees
A visit cancelled with less than 48 hours notice, or not attended at all, may be recorded as a missed appointment. Our practice may charge a missed-appointment fee based on the length of time reserved, in line with the fee guide of the Ontario Dental Association.
- First occurrence: noted on your file, no charge.
- Repeated occurrences: a fee may be applied, quoted to you before it is billed.
- Missed-appointment fees are the patient's responsibility. They are not covered by insurance plans, NIHB, or the Canadian Dental Care Plan.
- Longer treatment appointments may require a refundable deposit to hold the time.
Fees are waived for genuine emergencies — illness, family emergency, hospital admission, severe weather, or road and flight disruption. Simply tell us what happened; we do not ask for proof.
Travelling and fly-in patients
We know travel from remote and fly-in communities can change without warning. If weather, a cancelled flight, or a medical-travel change affects your visit, call us as soon as you can and we will rebook you at the next available time without a fee. See Community Care for how we coordinate these visits.
Emergencies
Same-day emergency time is held open each day. If you are in pain, swelling, or have had an injury to a tooth, call us first thing in the morning rather than booking online, so we can triage you properly.
Questions
Costs and coverage are explained on our Insurance & Fees page and in our Financial & Payment Policy. If anything here is unclear, ask our front desk — we would rather explain it in advance than surprise you later.