Treatment Guarantee Terms
The SmileJet Phnom Penh treatment coordination support
By SmileJet Editorial Team · Updated May 2026
What is covered, what is not, how the HCMC sister-network fallback works, and how to file a claim. The full terms in plain English.
What the guarantee covers
The treatment coordination support covers treatment-related failures arising within 12 months of the date your treatment is recorded as clinically complete (the "completion date"). The completion date is documented in your discharge summary and confirmed via WhatsApp by your coordinator.
Specifically:
- Implant failure (the implant fails to osseointegrate, or fails after osseointegration through no fault of the patient): we coordinate free re-treatment, including replacement implant components and clinical labour.
- Crown or bridge failure (de-bonding, fracture, misfit identified post-completion): we coordinate free remake and re-bonding.
- Veneer failure (de-bonding, fracture, marginal leakage from clinical cause): we coordinate free remake.
- Endodontic re-treatment (root canal failure within 12 months): we coordinate free re-treatment, including any required apicoectomy.
- Diagnostic re-investigation (CBCT or X-ray re-imaging required to investigate a guarantee claim): included.
What the guarantee does not cover
SmileJet coordinates with partner clinics on treatment failures, not lifestyle damage or non-compliance. Specifically excluded:
- Damage from accident, sports impact, or other physical trauma after the completion date.
- Damage from chewing on demonstrably hard objects (ice, bones, hard sweets, fingernails) that the patient was warned against.
- Damage from non-compliance with documented aftercare instructions (failure to wear a prescribed nightguard, failure to maintain hygiene, etc.).
- Routine wear-and-tear consistent with normal use (minor staining, gradual gum recession unrelated to treatment).
- Treatment of underlying conditions identified post-completion that pre-date the SmileJet treatment (existing periodontal disease, undisclosed bruxism, unrelated systemic conditions).
- Travel costs for any return trip (flights, hotel, transfers). SmileJet coordinates with partner clinics on clinical re-treatment; you cover your travel logistics. We can assist with planning at SmileJet partner rates.
- Treatment performed at a clinic not on the SmileJet Phnom Penh network.
Where a case is borderline, we lean toward covering it. A guarantee that disputes every edge case is not a guarantee.
The Ho Chi Minh City sister-network fallback
If you require re-treatment under the guarantee but a return trip to Phnom Penh is not workable for you (cost, scheduling, health, family), we can coordinate the re-treatment at our Ho Chi Minh City sister network at the same SmileJet rates.
This is the same SmileJet Vietnam network, same 18-point standard, same coordinator support. HCMC is a 1-hour direct flight from Phnom Penh (and a much shorter flight from Australia, NZ, US, UK, CA than Phnom Penh).
We cover the clinical re-treatment cost; you cover your travel. The HCMC fallback is opt-in — most patients prefer continuity at the original clinic when feasible, but the fallback exists when it is not.
How to file a claim
- 1 WhatsApp your dedicated Phnom Penh coordinator. Describe the issue, include photos if relevant, and note any pain or functional impact.
- 2 Within 24 hours during work hours, your coordinator opens a guarantee case file and books a clinical assessment — either remote (video consultation with your treating dentist) or local (a same-network dentist in your home country, where we have referral relationships).
- 3 A written assessment is provided within 5 business days. The assessment confirms whether the issue falls under the guarantee.
- 4 If covered, the coordinator schedules re-treatment at your original Phnom Penh clinic, or — if you prefer — at the HCMC sister network. Treatment scheduling typically opens within 2 to 6 weeks depending on complexity.
- 5 You travel for re-treatment; SmileJet and the partner clinic cover the clinical cost.
- 6 A treatment coordination support on the re-treatment work also applies, starting from the new completion date.
Get a free Phnom Penh quote
The treatment coordination support applies automatically to every SmileJet-matched Phnom Penh treatment.