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10 questions to ask any overseas dental clinic before paying a deposit
The 10 questions every New Zealand patient should ask any overseas dental clinic — including Picasso — before paying a deposit. Brand names, warranty terms, written quotes, records, and dispute pathway.
Before paying any deposit to any overseas dental clinic — including Picasso — New Zealand patients should get written answers to 10 specific questions covering implant brand, written NZD quote, warranty terms, treating clinician, sterilisation protocol, records transfer, complication pathway, what is excluded from the quote, payment terms, and cancellation policy.
This is the checklist we wish every New Zealand patient would use — including patients evaluating us. A clinic that answers these 10 questions clearly is much more likely to deliver a good outcome than a clinic that responds with marketing copy.
We publish this because the patient with the right questions makes a better decision than the patient who books on the headline price.
The 10 questions
1. Which implant brand will be placed, and can I see the manufacturer warranty document?
The most important question for any implant case. Acceptable answer: a specific brand name (Straumann, Nobel Biocare, ETK, Neodent, Osstem, SIC, Astra Tech, or similar) and a PDF of the manufacturer’s published warranty. Unacceptable answer: “high quality implant” or “European standard” without a brand name.
Picasso answer: see implant brand transparency. We name every brand we use and supply the manufacturer warranty document before any deposit is paid.
2. Can you send me a written, itemised treatment plan with each line in NZD?
A real plan has one line per phase: consultation, scans, extractions, surgery, temporary, final restoration, materials, sedation, follow-up. Each line should have a NZD figure. Acceptable answer: a written PDF or email with line-item pricing. Unacceptable answer: a single package price or a verbal commitment.
Picasso answer: every written quote is itemised in NZD with the reference exchange rate noted. See pricing.
3. What is the warranty? What does it cover and what is excluded?
Warranty terms should be specific to material tier — different crown materials have different warranties; implants have manufacturer warranty plus clinic warranty. Acceptable answer: a written document naming years per tier, covered events, excluded events, and re-treatment pathway. Unacceptable answer: “lifetime warranty” (no major dental material brand offers true lifetime warranty), or “we’ll look after you” without specifics.
Picasso answer: see /warranty/ for tier-by-tier written terms and /warranty/travel-reimbursement/ for re-treatment cover.
4. Who is the treating clinician, what are their credentials, and how many of these cases have they performed?
A specific named clinician with verifiable credentials and case volume. Acceptable answer: a named doctor with training, years of experience, and a case-volume figure that matches the procedure being quoted. Unacceptable answer: “our specialist team” without naming the lead surgeon, or volume claims you cannot verify.
Picasso answer: see dentist credentials. For implants and All-on-4, Dr. Tran Thanh Phong is named with his 25+ years of experience and 15,000+ implants placed. For cosmetic and general dentistry, Dr. Emily Nguyen as Founding Clinical Director.
5. What is the sterilisation protocol, and what equipment do you use?
Sterilisation is the single most important infection-control variable. Acceptable answer: named autoclave equipment (Statim, W&H, Melag, or similar), documented spore-test schedule, single-use instruments where applicable. Unacceptable answer: “international standards” or “ISO-certified” without specifics.
Picasso answer: see sterilisation standards for the equipment we use and the verification schedule.
6. What records will I receive to take to my New Zealand dentist?
The records pack is the difference between routine follow-up at home and diagnostic puzzle-solving. Acceptable answer: implant passport with lot number and batch (for implants), CBCT files on USB or cloud link, surgical notes, restoration material spec sheet, and a written aftercare summary. Unacceptable answer: “we will send your dentist a note” without a list.
Picasso answer: every patient receives the implant passport, CBCT, surgical notes, material spec, and a written aftercare summary. See follow-up care in New Zealand.
7. What happens if something goes wrong after I return home?
Need a written pathway, not a verbal reassurance. Acceptable answer: a named complication pathway including return-trip travel reimbursement under warranty, communication with NZ dentist, and a documented dispute resolution process. Unacceptable answer: “we are confident there will be no problems”.
Picasso answer: see what if something goes wrong and travel reimbursement.
8. What is NOT included in your quote?
Get the exclusion list in writing. Common exclusions to ask about: bone grafting, sinus lift, sedation, extractions, hygiene appointments, temporary work, post-treatment X-rays, follow-up review. Acceptable answer: a written list of what is excluded and the price for each excluded item. Unacceptable answer: “everything is included” without itemisation.
Picasso answer: itemised quotes name every excluded item with a price. We flag potential extras (sinus lift, sedation) before any deposit so you can budget accurately.
9. What are the payment terms, and what happens to the deposit if I cancel or postpone?
Payment terms should be specific, with a written refund policy. Acceptable answer: written deposit amount, balance payment schedule, written cancellation refund terms, written postponement terms. Unacceptable answer: “we’ll work it out” or a non-refundable deposit higher than 10-20% of the case total.
Picasso answer: deposit terms and cancellation policy are written into every quote acceptance. We do not require non-refundable deposits above the cost of confirmed clinical reservation time.
10. Can I see verified third-party reviews — not just testimonials on your own website?
Acceptable answer: links to Google Business Profile reviews (per branch), Facebook page reviews, Trustpilot, or other independent platforms where the clinic does not control the content. Unacceptable answer: only on-site testimonials with no third-party platform.
Picasso answer: each branch has its own Google Business Profile with public reviews. See reviews for how we collect, verify, and respond to feedback — including negative reviews.
How to use this list
Send the list as a single email or message. A confident clinic will reply with all 10 answers in writing within 48 hours. A clinic that takes longer than 5 business days, replies with marketing copy, or refuses to answer specific questions is telling you something about how they will handle complications.
Compare the answers across clinics. If two clinics quote the same NZD price but one answers all 10 questions and the other answers 4, the answer to those 4 is the more expensive clinic.
What this list does not cover
These 10 questions are the clinic-side due diligence. They do not cover:
- Your own readiness for treatment (honest risks).
- Travel insurance with dental cover (travel insurance dental).
- Your aftercare plan back in New Zealand (follow-up care in New Zealand).
- Whether the treatment itself is the right answer for your case (sometimes it is not — see when veneers are the wrong answer and the equivalent sections on every treatment pillar).
Do not skip those.
See also
- Is it safe? — umbrella answer for New Zealand patients.
- How it works — the full Picasso process from first quote to final fit.
- Free quote — start the conversation with us.
- Picasso pricing — full price list in NZD.
About this page
Medically reviewed by
Dr. Emily Nguyen
Founding Clinical Director, Picasso Dental Clinic
DDS · Founder and Clinical Director, Picasso Dental Clinic group
Clinical focus: Cosmetic dentistry · Veneers · Smile design
Dr. Emily Nguyen founded Picasso Dental Clinic in 2013 (originally Serenity International Dental Clinic) and led its 2023 rebrand. She sets clinical standards across the group's six branches in Hanoi, Da Nang, Ho Chi Minh City, and Da Lat, and personally reviews cosmetic protocols including the Portrait Sitting workflow for veneers and smile makeovers.
Frequently asked questions
Why publish a question list that could be used against your own clinic?
Because a patient who asks these questions and gets clear answers — from us or any other clinic — makes a better decision than a patient who books on a headline price. Confident clinics welcome these questions. We do.
What if the clinic refuses to put answers in writing?
That is the answer. Do not book. Every legitimate dental clinic — overseas or local — should be willing to put implant brand, warranty terms, written treatment plan, and complication pathway in writing before you pay a deposit.
Which question is the most important?
Question 1 (implant brand and manufacturer warranty document) and question 6 (records transfer) are the two questions whose answers most strongly predict whether you will have a smooth experience if something needs follow-up back in New Zealand. Get clear written answers to both.
How does Picasso answer these questions?
We answer all 10 in writing before any deposit is paid. The answers are also published across this site: implant brand on /safety/implant-brands/, warranty on /warranty/, written quote process on /how-it-works/, sterilisation on /safety/sterilisation-standards/, and complication pathway on /safety/what-if-something-goes-wrong/.