Treatment coordination support
How coordination support works
By SmileJet Editorial Team · Updated May 2026
This page sets out how SmileJet liaises with your treating partner clinic when you use our service to find and book dental treatment in Bali, and where that help ends. This is coordination support, not a warranty or insurance product: no promised remedy, no fixed coverage window, no no-charge re-treatment, no reimbursement. We have tried to be specific and honest rather than reassuring but vague.
Important: SmileJet is a directory and referral service
SmileJet is not a dental clinic and does not provide dental treatment. We verify clinics, coordinate patient journeys, and provide information to help you make an informed decision. Coordination support is help with the things within our control as a referral and coordination service: liaison, communication, and scheduling. It is not a warranty or insurance product, it does not cover clinical outcomes, and it does not promise a remedy or reimbursement. Clinical outcomes are the responsibility of the clinic and treating dentist. If you are unclear on this distinction, please read this page in full before booking.
What coordination support covers
These are the specific ways SmileJet helps every patient who uses our service for Bali dental treatment. They describe our coordination service, not a warranty, and not a promise of any clinical outcome.
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Verified clinic listings
Every clinic shown on SmileJet's Bali pages has passed our 30-point verification process, conducted by an independent Bali-based dental professional. Listings are re-verified annually. If a clinic fails re-verification, it is removed from the site before any new patient referrals are made. See our full verification methodology for the exact criteria assessed.
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Transparent, up-to-date pricing
Prices shown on SmileJet are confirmed directly with each clinic and updated quarterly. If a clinic raises its prices between updates, the listing is flagged and the quote we send you will reflect the current price, not the outdated page price. We do not add a surcharge to clinic prices and we do not inflate prices for patients referred through SmileJet versus patients who walk in directly.
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Your enquiry forwarded within 2 business hours
When you submit a quote request, SmileJet forwards your details to the matched clinic and your assigned Bali coordinator within 2 business hours during WITA business hours (8am to 8pm, UTC+8, Monday to Saturday). Requests submitted outside these hours are processed at opening the following business morning. You will receive a Facebook Messenger acknowledgement from your coordinator as soon as your enquiry is processed.
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Coordinator support throughout your planning and both trips
Your assigned Bali coordinator provides active support from first enquiry through to post-treatment follow-up at home. This includes treatment plan review assistance, pre-trip preparation, airport transfer recommendations, clinic introduction, day-of-treatment check-ins, and a post-return follow-up call. There is no point at which you are left without a named contact who knows your case.
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Honest information – we will tell you if a clinic is not right for your case
SmileJet will not match a patient with a clinic that is not suited to their clinical needs. If the treatment you are seeking requires a specialist we do not have in our Bali network, or if your medical history raises concerns that need to be addressed before dental tourism is appropriate, your coordinator will tell you. We would rather lose a referral than send someone to Bali with an unsuitable treatment plan.
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Help finding an alternative clinic if your clinic is de-listed after booking
If a SmileJet Bali clinic is removed from our network after you have made a confirmed booking – whether due to a failed re-inspection, a substantiated complaint, or the clinic closing – your coordinator will help you identify an equivalent alternative clinic and brief you fully on any differences. SmileJet coordinates the introduction and scheduling; the alternative clinic sets and prices its own treatment, and any treatment or travel cost remains the patient's responsibility.
What coordination support does not cover – and why
Coordination support is help, not a promise of any specific result. There is no fixed coverage window, no no-charge re-treatment, and no reimbursement. These are honest limits, not legal small print designed to minimise our exposure. Each comes with a genuine explanation.
Clinical outcomes
SmileJet is a referral service, not a dental provider. The treating dentist – not SmileJet – is responsible for the clinical quality of your treatment. We verify that clinics use qualified dentists, appropriate materials, and correct protocols. We cannot control the clinical decisions made during your treatment or how your body responds to it. Clinical complaints should be directed to the clinic in the first instance and to PDGI if unresolved.
Individual healing responses
Osseointegration rates, soft tissue healing, and recovery timelines vary between patients. Factors including bone density, smoking history, diabetes, and immune function all influence outcomes in ways that cannot be predicted or controlled by a clinic or coordinator. A patient who heals slowly after an implant placed correctly has not received poor-quality care.
Prices at the time of treatment
Prices shown on SmileJet are confirmed at the time of listing and updated quarterly. Clinics may change their prices between our updates. SmileJet quotes reflect the price at the time the quote is issued. Always request a written quote from the clinic directly before travelling, and confirm the price has not changed at your Day 1 consultation before consenting to treatment.
Appointment availability
Popular Bali clinics book 3 to 6 weeks ahead, particularly for implant surgery slots. SmileJet can tell you approximate availability at the time of enquiry but cannot hold appointments without a confirmed booking. If you are planning around specific travel dates, enquire as early as possible. We recommend at least 8 weeks of lead time for complex treatments.
Travel costs, flight delays, or disruptions
SmileJet does not book flights or accommodation (unless specifically requested as an add-on service). We cannot take responsibility for flight delays, cancellations, missed connections, or travel costs associated with rescheduling treatment. We recommend comprehensive travel insurance that covers dental treatment complications and trip cancellation for medical reasons.
Manufacturer warranties on implants
This section is separate from SmileJet coordination support above. It covers the manufacturer warranties that come with premium implant systems themselves – a distinct and important piece of information for anyone considering dental implants or major restorative work.
Premium implant systems carry their own manufacturer warranty on the implant component (for example Straumann). These warranties are issued by the manufacturer and remain in force on their own terms; they are separate from SmileJet and are not a SmileJet warranty. SmileJet does not issue, extend, or promise any warranty of its own. Any terms and conditions, and any claim, run through the manufacturer and the treating partner clinic, not through SmileJet.
SmileJet can note which implant system a clinic uses on its profile page and, during a clinical review, help you and the treating partner clinic identify an applicable manufacturer warranty. We recommend requesting the manufacturer warranty details in writing from the clinic before committing to treatment.
Note on manufacturer warranties from Australia: Manufacturer warranties on the implant component are assessed as part of a clinical review, which normally means the treating partner clinic in Bali examines the item (or, in some clinics, an approved partner dentist in Australia where one exists). If you think a manufacturer warranty may apply, contact your SmileJet coordinator first – they will help clarify the process with your clinic. SmileJet does not itself promise a remedy, no-charge re-treatment, or reimbursement of any kind; any outcome rests with the manufacturer and the treating partner clinic.
How to make a complaint
If something has gone wrong – with the clinic, with coordination, or with the SmileJet service – here is how to raise it formally.
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Contact your SmileJet coordinator first
For most issues, the fastest resolution comes through your SmileJet coordinator on Facebook Messenger. They can escalate to the treating partner clinic on your behalf, help clarify any manufacturer warranty terms, and coordinate a clinical review. Contact your coordinator before filing a formal complaint unless the issue involves the coordinator directly.
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Email [email protected]
For formal complaints, send a written description of the issue to [email protected]. Include your name, the clinic, treatment date, and a clear description of the problem and what outcome you are seeking. Attach any relevant documentation (treatment plan, invoices, photos).
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SmileJet response within 48 hours
A member of the SmileJet team will acknowledge your complaint within 48 hours and outline the investigation process. For complaints involving a listed clinic, we will contact the clinic and request their account of the situation. Investigations are typically concluded within 10 business days.
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Resolution
Resolution depends on the nature of the complaint. Complaints about SmileJet's own coordination service (as described above) may result in a coordinator reassignment or help finding an alternative clinic; SmileJet does not promise a clinical remedy or reimbursement. Complaints about clinical conduct are handled in conjunction with the treating partner clinic and, where unresolved, referred to PDGI (Indonesian Dental Association) for professional review.
Frequently asked questions
If my implant shows signs of trouble in Bali, what happens?
Contact your SmileJet coordinator. They liaise with the treating partner clinic to organise a clinical review. Most SmileJet partner clinics have a priority process for implant complications. SmileJet coordinates communication and scheduling; it does not promise a specific remedy, set a fixed coverage window, or provide no-charge re-treatment or reimbursement. Whether any follow-up treatment is appropriate, what it involves, and how it is priced are decisions made by the treating partner clinic. Where a premium implant system carries a manufacturer warranty on the implant component, that warranty is separate and runs on its own terms.
What if I get back to Australia and something feels wrong?
Contact your SmileJet coordinator on Facebook Messenger. They coordinate between you and the treating partner clinic for a remote assessment. Many post-treatment concerns can be assessed from photos and a description; the clinic will advise whether you need to return to Bali or whether management at home is appropriate. Coordination support is liaison and scheduling help only; SmileJet can help arrange a second opinion at another partner clinic if needed, but any clinical decision or cost rests with the treating partner clinic.
Does coordination support apply if I book the clinic directly without going through SmileJet?
Coordination support applies to patients who used SmileJet as their referral and coordination service. If you find a clinic through our site but contact and book them directly without going through our quote system, you are outside the SmileJet coordination framework and we cannot coordinate on your behalf. In all cases, SmileJet does not provide a warranty, promise a remedy, or reimburse any cost; those matters rest with the treating partner clinic.
How do I raise a treatment issue?
Reach your SmileJet coordinator through the channel you used to book (Facebook Messenger, email, or phone) and describe the issue, ideally with photos of the affected restoration. We acknowledge, gather supporting information, and pass it to the treating partner clinic to help organise a clinical review. SmileJet does not set a deadline that extinguishes your ability to raise an issue; the practical limit is that a clinic can only assess work it can still see and for which records remain available.
Can I get a refund if I am unhappy with my treatment?
SmileJet does not collect payment from patients and does not reimburse treatment, travel, accommodation, or any other cost. Treatment fees are paid directly to the clinic. If you are seeking a refund from the clinic, SmileJet can liaise on your behalf, but any refund decision rests with the treating partner clinic. Clinic refund policies are included in each clinic's written treatment plan; review this before consenting to treatment.
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