1. Who we are and what Relieved is
Relieved is a booking service run by AUXO Holdings Ltd, a company registered in England and Wales, company number 13751703. Registered office: Unit 7 Wheatcroft Business Park, Landmere Lane, Edwalton, Nottingham NG12 4DG. Email: book@relieved.uk.
We find a dental practice that can see you for an emergency assessment, and we confirm the appointment. We are not a dental practice. We do not examine you, diagnose you or treat you. All dental care is provided by the independent practice you attend. That practice is regulated by the Care Quality Commission and its clinicians are registered with the General Dental Council.
When you book, your contract for the booking service is with us. Your dental care, including the emergency assessment, is provided by the practice, and the practice is responsible for it.
2. We do not give medical or dental advice
Nothing on this website, and nothing we say by text, email, phone or WhatsApp, is medical or dental advice. The safety questions we ask are there to spot problems that should not wait for a dentist. They are not a diagnosis. General tips we share, such as how to take common painkillers, are the same self-care information the NHS publishes, and are not a replacement for advice from a dentist, doctor or pharmacist. If you are worried about your health, call 111.
3. Not for life-threatening emergencies
If you have difficulty breathing or swallowing, swelling spreading to your eye or neck, bleeding that will not stop, or a serious injury to your face, call 999 or go to A&E. Our urgent help page explains. If your answers to our safety questions suggest this, we will not take a booking and will tell you to call 999 or 111.
If your condition gets worse while you are waiting for an appointment, do not wait for us. Call 111, or 999 if it is serious.
4. Who can use it
You must be 18 or over to make a booking. You can book for someone else, including a child, if you are responsible for them or have their permission to share their details with us. A child under 16 must come to the appointment with a parent or guardian.
5. How a booking works
- You tell us the problem, the times you can attend over the next three days, your postcode and your contact details.
- We place a hold of £49 on your card. A hold reserves the money but does not take it. Nothing is charged at this point.
- We contact regulated practices within about 20 miles of your postcode and ask whether they can see you in the times you chose.
- When a practice confirms, we charge the £49 and, at the same time, send you the practice name, address, time and clinician by email. At that point the booking is confirmed.
- If no practice confirms within the times you chose, we release the hold and email you. The hold is never kept for more than 7 days.
We cannot guarantee that an appointment will be found. We only charge you when one is confirmed.
We aim to give you an answer by 10am the day after you book. That is what we aim for, not a guarantee. If we have not found you an appointment, you are not charged.
If the appointment we find is at very short notice, we phone you to check the time works for you before we confirm it.
You can choose not to go ahead at any time before an appointment is confirmed, and you pay nothing.
6. What the fee covers
The £49 is paid to us. It covers our booking service, the emergency assessment at the practice, and an X‑ray if the dentist considers one clinically necessary. We arrange the assessment with the practice on your behalf and the practice provides it. You do not pay the practice for the assessment.
The £49 does not cover treatment. Treatment is charged by the practice at Relieved's fixed price list, shown on our prices page, and is paid to the practice. The dentist will tell you what is needed and what it costs before doing anything, and you can say no.
The practice decides what care is right for you. A dentist may decide that your problem needs a hospital, a specialist or your regular dentist, or that a treatment on our price list is not suitable. That is a clinical decision and it is the practice's to make.
Practices that work with us agree to charge the prices on our price list for the treatments listed on it. If a practice asks you to pay more than our price list for a treatment on it, tell us before you pay if you can, and we will take it up with the practice.
The price shown on the payment screen when you book is the price you pay, even if our prices or offers change afterwards.
7. Cancellations, no-shows and refunds
See our cancellations and refunds policy, which forms part of these terms. In short: you can cancel free of charge until an appointment is confirmed. Once it is confirmed, the £49 is not refunded if you cancel within 48 hours of the appointment, do not attend, or arrive too late to be seen.
8. Your responsibilities
- Give us accurate information, including honest answers to the safety questions.
- Turn up on time, or tell us as soon as you know you cannot.
- Pay the practice for any treatment you agree to.
- Treat our team and the practice's team with respect. We may refuse or cancel a booking if someone is abusive, or if the details given are false. If we cancel for that reason before an appointment is confirmed, you are not charged.
9. Our responsibility to you
We are responsible for running the booking service with reasonable care and skill. We are not responsible for the dental care you receive; the practice and its clinicians are responsible for their clinical work.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Otherwise, our liability to you is limited to the amount you paid us for the booking in question. We are not responsible for business losses: this service is for personal use. Nothing in these terms affects your legal rights as a consumer.
We are not responsible for delays or failures caused by things outside our reasonable control, such as a practice closing without warning, or a failure of the phone or payment networks. If that happens we will tell you as soon as we can and, where an appointment is lost, find you another or refund you, as set out in our cancellations and refunds policy.
10. Your information
To find you an appointment we need to share what you tell us about your dental problem with practices near you, and later your name and number with the practice that confirms. Our privacy policy explains exactly what is shared, with whom, and your rights.
11. Complaints
Complaints about our service: see our complaints procedure. Complaints about dental treatment go to the practice first, then to the Dental Complaints Service. Our complaints page explains both.
12. General
These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in the courts there.
If part of these terms is found not to be valid, the rest still applies. We may update these terms. The version shown when you book applies to that booking. Only you and we can enforce these terms.
Who we are
Relieved is a trading name of AUXO Holdings Ltd, registered in England and Wales, company number 13751703. Registered office: Unit 7 Wheatcroft Business Park, Landmere Lane, Edwalton, Nottingham NG12 4DG.
Contact: book@relieved.uk