Treatment Guarantee
What we guarantee
By SmileJet Editorial Team · Updated May 2026
This page sets out what SmileJet commits to when you use our service to find and book dental treatment in Bali — and where that commitment ends. 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. This guarantee covers our service obligations — the things within our control as a referral and coordination service. It does not cover clinical outcomes, which 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 SmileJet guarantees
These are the specific, enforceable commitments SmileJet makes to every patient who uses our service for Bali dental treatment.
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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its prices between updates, the listing is flagged and the quote we send you will reflect the current price, not the outdated page price.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 coordinator (Made) 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 WhatsApp acknowledgement from Made as soon as your enquiry is processed.
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Coordinator support throughout your planning and both trips
Made Wirawan provides active coordination 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, Made will tell you. We would rather lose a referral than send someone to Bali with an unsuitable treatment plan.
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Alternative placement 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 — SmileJet will identify an equivalent alternative clinic, brief you fully on any differences, and facilitate the transfer at no additional coordination cost. This commitment applies until your treatment is complete.
What is not guaranteed — and why
These are honest exclusions, 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.
Clinic warranties on implants and restorations
This section is separate from the SmileJet service guarantee above. It covers the clinical warranties that Bali clinics themselves offer to patients — a distinct and important piece of information for anyone considering dental implants or major restorative work.
Most SmileJet partner clinics offer their own 1 to 5 year clinical warranties on implants and major restorations. A typical implant warranty covers the implant fixture itself against mechanical failure and integration failure, provided the patient meets the conditions (no smoking, maintained hygiene, follow-up attendance). Porcelain crowns and veneers are commonly warranted for 12 months against fracture or debonding.
SmileJet records each clinic's warranty policy during the verification process and includes a summary on each clinic's profile page. When you receive a SmileJet quote, the clinic's warranty terms are stated. We recommend requesting the full warranty document in writing from the clinic before committing to treatment.
Note on warranty claims from Australia: Clinic warranties typically require follow-up appointments to be honoured. A crown that chips 18 months after placement will need to be assessed by the placing dentist in Bali (or, in some clinics, by an approved partner dentist in Australia where one exists). If you are considering a warranty claim, contact Made first — she will clarify the process for your specific clinic and treatment. Do not assume a clinic in Australia can action a warranty issued by a Bali 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 Made first
For most issues, the fastest resolution comes through Made on WhatsApp. She can escalate to the clinic on your behalf, clarify warranty terms, and coordinate solutions. Contact Made before filing a formal complaint unless the issue involves Made 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 service obligations (as listed in the guarantee above) may result in remediation, a coordinator reassignment, or alternative clinic placement. Complaints about clinical conduct are handled in conjunction with the clinic and, where unresolved, referred to PDGI (Indonesian Dental Association) for professional review.
Frequently asked questions
If my implant fails in Bali, what happens?
Contact Made immediately. She will liaise with the clinic to arrange an emergency assessment. Most SmileJet partner clinics have a priority process for implant complications. If the failure is within the clinic's warranty period and meets the warranty conditions, remediation (re-implantation or alternative treatment) should be covered by the clinic. SmileJet's role is to facilitate this process and advocate on your behalf.
What if I get back to Australia and something feels wrong?
Contact Made on WhatsApp. She coordinates between you and the clinic for 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. SmileJet will help arrange a second opinion at another listed clinic if needed.
Does the guarantee apply if I book the clinic directly without going through SmileJet?
No. The SmileJet service guarantee applies only to patients who have 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 the service guarantee does not apply.
Is there a deadline for making a complaint?
We ask that complaints relating to the SmileJet service are submitted within 90 days of the relevant event. Complaints about clinic conduct should be submitted as soon as the issue is identified. We cannot investigate complaints about events that occurred more than 12 months before the complaint is submitted, as clinic staff and records may no longer be available.
Can I get a refund if I am unhappy with my treatment?
SmileJet does not collect payment from patients and therefore cannot issue refunds. Treatment fees are paid directly to the clinic. If you are seeking a refund from the clinic, SmileJet can act as an intermediary and advocate on your behalf, but refund decisions rest with the clinic. Clinic refund policies are included in each clinic's written treatment plan; review this before consenting to treatment.
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