erms and Conditions of Service — Ear Wax Solution

Last updated: 6 November 2025

These Terms and Conditions (“Terms”) govern bookings and services provided by Ear Wax Solution (“we”, “us”, “our”) at our clinics and during home visits. By booking or receiving our services, you agree to these Terms.

Contact details
Email: info@earwaxsolution.co.uk · Tel: +44 1293 365124
Website: https://www.earwaxsolution.co.uk
Trading/registered address: [insert address]

1) Definitions

• Appointment: A date/time you book for an assessment and/or treatment.

• Services: Ear care services including microsuction, modern ear irrigation, manual extraction, paediatric ear care, emergency ear wax removal, foreign body removal, and home visits.

• You/Patient: The person receiving care or (where applicable) their parent/guardian or legally authorised representative.

2) Scope of services and professional standards

2.1 We provide non-emergency ear care delivered by trained clinicians operating within UK professional standards and clinical protocols.
2.2 We do not replace emergency or specialist ENT services. If we assess that treatment is unsuitable or unsafe, we may decline or stop a procedure and advise alternative care.

3) Booking, contract formation and communications

3.1 A contract forms when we confirm your booking by email/SMS or when we begin providing the Services, whichever occurs first.
3.2 When booking for another person, you confirm you have authority to share their information and to consent as required.
3.3 Please ensure your contact details are correct. We send confirmations, reminders and important updates by email/SMS (see our Privacy Policy).

4) Pricing, deposits and payment

4.1 Current prices, any call-out fees for home visits, and any promotional offers are shown at booking or on our website. Prices include VAT where applicable.
4.2 We may request a deposit to secure an appointment (amount shown at booking). Deposits are applied to your final bill.
4.3 Payment of any balance is due on the day of your appointment by the methods we accept.
4.4 If no clinically significant wax or removable debris is found, a consultation/assessment fee may apply (as advertised at booking).
4.5 If treatment is started but must be stopped for safety or tolerance reasons, a pro-rata clinical fee may apply reflecting time and resources used.

5) Cancellations, rescheduling and “no-shows”

5.1 You may cancel or reschedule up to 24 hours before the appointment without charge (any deposit is refunded/rolled forward).
5.2 Cancellations within 24 hours or failure to attend (“no-show”) may incur a late-cancellation/no-show charge up to the full appointment fee (and deposits may be retained).
5.3 If we must cancel or reschedule (e.g., clinician sickness), we will offer the earliest suitable alternative or a refund of any deposit/fee already paid. We are not liable for incidental costs (travel, time off work).

6) Distance bookings: your consumer cancellation rights

6.1 If you book online/phone, the Consumer Contracts Regulations 2013 may give you a 14-day cooling-off period.
6.2 If you request an appointment within that 14-day period, you agree we may start providing the Services. If the Services are fully performed within the period, you lose the cooling-off right. If partially performed, we may deduct reasonable costs for work already carried out.
6.3 These rights are in addition to our 24-hour clinic policy above and do not affect your statutory rights.

7) Medical suitability, consent and contraindications

7.1 Before treatment we take a clinical history and, where appropriate, examine the ears. We will explain benefits, risks, alternatives, and answer questions so you can give informed consent.
7.2 You must tell us about ear infections, pain, surgery (including mastoid cavities), grommets/ventilation tubes, perforated eardrum, dizziness/vertigo, anticoagulants, immunosuppression, or other relevant conditions.
7.3 We may decline or defer treatment if clinically inappropriate (e.g., active infection, severe pain, inability to keep still, safeguarding concerns). We may refer you to your GP/ENT where indicated.

8) Risks and potential side effects

8.1 Common/usually mild: temporary discomfort, transient hearing change, dizziness, transient tinnitus, minor bleeding/abrasion, cough reflex.
8.2 Less common but possible: outer ear infection (otitis externa), persistent tinnitus, significant bleeding.
8.3 Rare but serious: tympanic membrane perforation, middle-ear infection, severe trauma.
8.4 Irrigation is contraindicated in certain cases (e.g., known perforation, grommets, recent ear surgery, active infection). We will choose the safest technique (e.g., microsuction/manual extraction) in our clinical judgment.

9) Children and vulnerable adults

9.1 We treat children and young people. Consent must be given by a person with parental responsibility unless the child is assessed as Gillick competent.
9.2 For adults lacking capacity, we require a legally authorised representative (e.g., LPA for health and welfare) and follow best-interest decision-making.
9.3 You may request a chaperone; we may insist on one for safeguarding.

10) Home visits

10.1 You must provide a safe, well-lit environment with space for equipment and a chair with head support. Please secure pets and advise us of parking/access restrictions.
10.2 A call-out/travel fee may apply and will be disclosed at booking.
10.3 If we cannot proceed due to environmental or access issues beyond our control, a call-out/late-cancellation charge may apply.

11) Aftercare and follow-up

11.1 We provide verbal/written aftercare advice. Please follow it and contact us if you experience unexpected pain, discharge, fever, or worsening symptoms.
11.2 Where explicitly advertised at your booking, a complimentary re-check may be available within a stated window (e.g., 14 days). Otherwise, follow-up appointments are chargeable.

12) Vouchers, promotions and third-party bookings

12.1 Gift cards/vouchers are valid for the period stated (typically 12 months) and are not exchangeable for cash. Lost vouchers may not be replaced.
12.2 Promotional offers cannot usually be combined and are subject to availability. We may withdraw or amend promotions at any time.
12.3 If a third party pays for your appointment (e.g., employer/insurer), you authorise us to share necessary information for payment/claim handling.

13) Data protection

13.1 We process personal and special-category health data to deliver safe care, in line with UK GDPR and the Data Protection Act 2018.
13.2 See our Privacy Policy for full details of what we collect, lawful bases, retention, and your rights.

14) Clinical records, reports and GP communication

14.1 We maintain contemporaneous clinical notes. You may request copies under data protection law.
14.2 With your agreement—or where necessary for continuity of care—we may send a summary to your GP/clinician.

15) Your responsibilities

15.1 Arrive on time (or be available at the start of the home-visit window).
15.2 Follow any pre-appointment instructions (e.g., softening drops if advised).
15.3 Provide accurate medical history and inform us promptly of any changes.
15.4 Follow aftercare guidance and seek urgent care where symptoms are severe or rapidly worsening.

16) Refunds

16.1 If we cancel without offering a reasonable alternative, we will refund any deposit/fees paid for that appointment.
16.2 If treatment is clinically inappropriate or is stopped for safety, we will charge a reasonable assessment/pro-rata fee and refund any balance.
16.3 If no wax or removable debris is present, our consultation fee policy applies (see section 4.4).
16.4 Nothing in these Terms affects your statutory rights.

17) Liability

17.1 We do not exclude liability for death or personal injury caused by our negligence, for fraud/fraudulent misrepresentation, or any liability which cannot lawfully be excluded.
17.2 Subject to 17.1, our liability for losses arising from or in connection with the Services is limited to the amount paid for the relevant appointment.
17.3 We are not liable for indirect or consequential losses (e.g., loss of earnings, travel costs), or for delays/failures caused by events beyond our reasonable control.

18) Website, information and intellectual property

18.1 Website content and printed materials are for general information and are not a substitute for personalised clinical advice.
18.2 All intellectual property in our materials and website belongs to us or our licensors. You may not reproduce them without permission.

19) Force majeure

We are not responsible for failure or delay caused by events beyond our reasonable control (e.g., extreme weather, power/network outages, epidemics, accidents). If this happens, we will contact you as soon as reasonably possible to rearrange.

20) Complaints

20.1 We aim to resolve concerns quickly and fairly. Please contact our clinic team or email info@earwaxsolution.co.uk with details.
20.2 If you remain dissatisfied after our process, you may be able to escalate to your clinician’s professional regulator or to an alternative dispute resolution body. We will provide details on request.
20.3 For concerns about personal data, you can also contact the Information Commissioner’s Office (ICO) (see our Privacy Policy).

21) Changes to these Terms

We may update these Terms from time to time. The version and date at the top show when they were last changed. Changes apply to bookings made after the new version is published.

22) Severability

If any provision is found unlawful or unenforceable, the remaining provisions remain in full force and effect.

23) Third-party rights

No person other than you and us has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these Terms.

24) Governing law and jurisdiction

These Terms and any dispute or claim (including non-contractual disputes/claims) are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.

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