The SmileJet Phnom Penh Promise

Every Phnom Penh clinic on SmileJet has been on-site inspected and meets our 18-point quality standard.

No exceptions. We do not list clinics we have not personally visited. Clinics that refuse on-site inspection are not on the platform. We re-inspect annually and remove any clinic that drops below standard. The full 18-point methodology is published.

If any treatment-related issue arises within 12 months, we coordinate free re-treatment.

Re-treatment happens at the original Phnom Penh clinic where logistically workable. If return travel is impractical, we coordinate re-treatment at our Ho Chi Minh City sister network at the same SmileJet rates. For minor issues that do not require re-treatment, our coordinator provides WhatsApp support and liaises directly with the treating clinic. The treatment coordination support covers treatment failures — not normal wear and tear, lifestyle damage, or non-compliance with aftercare instructions.

Where logistically feasible, your dedicated coordinator personally meets you at PNH arrivals.

Sign with your name in English, bottle of cold water, transfer to your hotel pre-booked. The "where logistically feasible" qualifier is genuine and rare — it covers very late-night arrivals, peak operational hours when our coordinator is supporting another patient mid-treatment, or scheduled days off. In those cases, a vetted SmileJet partner driver covers the pickup with the same protocol; you receive their photo and licence plate via WhatsApp before landing.

If your case turns out more complex than photos showed, we re-quote on arrival. No surprise bills.

Photos and verbal description are imperfect. Sometimes the in-person consultation reveals additional clinical needs (a hidden cracked tooth, deeper decay, a sinus issue requiring a graft). When that happens, we re-quote in writing before any work begins. If the new quote is unacceptable, you walk away with no obligation. We refund any platform fees paid.

Personal responses 8am to 8pm Cambodia time (UTC+7); WhatsApp inbox monitored for off-hours emergencies.

During work hours, you get a personal response from your coordinator within 30 minutes during active conversations and within 2 hours from a fresh inquiry. Outside work hours, the WhatsApp inbox is monitored by backup coverage for true emergencies (severe pain, swelling, post-op complications); non-urgent messages are answered the next morning by 9am Cambodia time. We do not promise 24/7 instant response — that would be a promise we cannot consistently keep at our current scale.

If we cannot match you to a suitable Phnom Penh clinic within 7 days, we refund any platform fees in full.

Some cases are not appropriate for Phnom Penh — we are honest about that. If the case is too complex for our current network, or if the available clinic capacity does not match your timeline, we say so within 7 days. You receive a full refund of any SmileJet platform fees and, where appropriate, a recommendation toward a sister destination (HCMC for Vietnamese-mainland alternatives) or a home-country specialist.