Terms & Conditions

hearology.uk is operated by Hearology^® (Glorious Day Ltd). These terms apply to the website and to the services you book through it.

We may update these terms from time to time; the version in force is the one published here at the time you use the site or make a booking.

“We”, “us” and “Hearology^®” mean Glorious Day Ltd. “You” means the person using our site or receiving our services. “Services” means the clinical appointments and related services we offer.

Some appointment types must be prepaid at the time of booking, taken securely via Stripe. The price shown at booking is the price you pay for that appointment.

We do not issue invoices for later payment. Where an appointment is funded by an employer or insurer, different arrangements apply and will be confirmed with you. Cash and card payments, including AmEx, are accepted in clinic.

You can book our ear wax removal, Ear Health Consultation, aural foreign body removal, children’s ear cleaning, hearing screening and diagnostic hearing test appointments online. Your appointment is confirmed when you receive our confirmation email.

Children’s ear cleaning and the diagnostic hearing test are paid online at booking. All other bookable appointments are paid in the clinic once your appointment is complete, or are free.

Promotional codes

• Only one promotional code can be used per booking, and codes cannot be combined with each other or with any other Hearology^® promotion.
• Each code applies only to the services named in its offer terms. For example, HEAROTRIAL and HEAROPARTEX apply to hearing screening and diagnostic hearing test bookings.
• Codes have no cash value, cannot be exchanged, and may be withdrawn at any time. A code entered after a booking has been made cannot be applied retrospectively.

You can change or cancel an appointment by phone or email. Ear cleaning appointments (Microsuction Ear Wax Removal, Ear Health Consultation, Aural Foreign Body Removal and children's ear cleaning) need at least 24 hours' notice. Hearing tests (Hearing Screening and the Diagnostic Hearing Test) need at least 72 hours' notice. The notice period is also shown at booking and in your confirmation.

Microsuction Ear Wax Removal, Ear Health Consultation and Aural Foreign Body Removal are paid in the clinic. For these services, changes with less than 24 hours' notice, or missed appointments, mean paying in advance next time.

We have a zero-tolerance approach towards lateness, harassment and abuse. Late arrivals may need to be rebooked, as we run to time for every client.

Refunds of any prepayment follow the cancellation terms shown for your service at the time you booked.

If you buy hearing aids from us, Hearology^®'s standard 60-day return and refund period applies.

Prices are shown per service and, where relevant, per clinic. We will always obtain verbal consent before carrying out a procedure that carries an additional charge.

Our clinicians are registered with their professional body (HCPC, NMC or AHCS), and Hearology is registered with the CQC. Any clinical opinion is specific to your appointment. If you have an urgent or worsening concern, please seek medical help promptly.

Unless marketing consent is given, we retain personal information for continuity of medical care only. We will delete all your personal information from our system without undue delay if you so request, except where we must keep clinical records by law. We never see or store your full card details; payments are handled by Stripe. See our Privacy Policy for more.

Nothing in these terms limits our liability where it would be unlawful to do so. Subject to that, we are not liable for losses that were not reasonably foreseeable or that arise from your failure to follow clinical advice.

Hearology^® is a registered trade mark of Glorious Day Ltd. All content on this site, including text, imagery, logos and the Hearology^® name and marks, is owned by or licensed to Glorious Day Ltd and may not be used without permission.

These terms are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction over any dispute.

For any question about these terms, email hello@hearology.uk or call 020 3747 4615.

To make a complaint, email complaints@hearology.uk.

Written consent to treatment is mandatory. Mask wearing is optional.

It is your responsibility to let us know in advance of any medical, access or mobility complications or requests, e.g. an eardrum perforation, grommets, use of a PVP shunt, medication, pregnancy, sound sensitivity, tinnitus, wheelchair access, specific health insurance administration requirements, etc.

Some of our appointments must be prepaid, but all non-paediatric ear cleaning services are payable upon completion in the clinic.

Ear cleaning appointments can be rearranged up to 24 hours beforehand. Rearrangements of any form or for any reason within the 24-hour period, including for free appointments, will require prepayment for a non-refundable, non-exchangeable appointment next time.

There is no special price for ‘one-ear-only’ or ‘no wax’ appointments. If there is no actual blockage, we conduct an Ear Health Consultation to understand the cause of the perceived blockage, charged at the same price as an ear cleaning appointment.

An additional charge applies for our Aural Foreign Body Removal service (£129) if the ear canal blockage is caused by anything other than wax, skin débris or infection discharge.

These terms apply to all paediatric ear cleaning appointments. Before the appointment, a member of our team will speak with you to carry out some important safety checks. We can’t go ahead with the appointment until we have.

Prepayment

All paediatric appointments must be prepaid, because they need a clinician with the right experience and more clinic time. Children have much smaller ear canals and are less likely to keep still, so paediatric appointments last 30 minutes. That is normally plenty of time to carry out the procedure calmly and safely.

Paediatric appointments are paid online when you book, through our secure checkout. Your appointment is confirmed once payment has gone through.

Verifying legal guardianship

As part of our CQC safety requirements, we must make sure the person who comes with the child and gives consent for the procedure is the child’s legal guardian. The process is straightforward, and a member of our team will explain it to you before the appointment.

If, for whatever reason, the process has not been followed, we will not go ahead with the appointment and there will be no refund, even if you are at the clinic.

Cancellations and refunds

After we receive your prepayment, you can still cancel for a full refund, or reschedule free of charge, up to 24 hours before the appointment start time.

Refunds go back the same way you paid. They can take 2 to 10 working days to reach your account, and once we have requested the refund its timing is in the hands of the banks.

After the 24-hour point, the appointment is non-refundable and non-exchangeable. Without exception, there is no refund or free rescheduling for:

• a cancellation made less than 24 hours before the start time
• a rescheduling request made less than 24 hours before the start time
• arriving late for the appointment
• not attending the appointment
• the child being accompanied on the day by someone other than the legal guardian you told us to expect

Rescheduling

We accept a maximum of two rescheduling requests. This applies to all types of paediatric appointment.

Late arrival

We have a zero-tolerance lateness policy. If you arrive late there is no refund, and you will need to prepay again to rebook. For safety reasons we will not rush the appointment because of a late arrival.

Free follow-up appointment

If the procedure is difficult, for example because of narrow ear canals, heavily impacted wax or difficulty keeping still, we will offer a free follow-up appointment so we can complete it safely.

The follow-up is free if it relates to a recent blockage and takes place within two weeks of the original appointment. Otherwise, it must be paid for in full.

Consultation-only fee of £99

If for any reason we cannot remove a blockage from your child’s ears, we charge a consultation-only fee of £99 and refund the difference from your prepayment. This might be because there is no wax, or because there is too much movement to carry out the procedure safely.

If we can't carry out the procedure at the first appointment because your child isn't able to cooperate, we will rebook you for a second attempt. The second attempt does not include the consultation-only option, so if it is also unsuccessful for that reason, there is no refund.

If there is too much movement, our clinicians are under strict instruction not to go ahead, and we ask that you don’t put them under pressure to do so. If that happens, we’ll refer you for other options.

An Ear Health Consultation is a 15-minute assessment for any ear problem, including when you are not sure what you need. It is charged at the same price as ear wax removal at your clinic and is paid in the clinic once your appointment is complete.

If your clinician finds that you need a treatment with an additional charge, they will explain it and ask for your verbal consent before going ahead. The same rearrangement and late-arrival terms as ear wax removal apply.

Aural foreign body removal is a 15-minute appointment to remove something other than wax, skin débris or infection discharge from the ear canal. It costs £129 at all five clinics and is paid in the clinic once your appointment is complete.

Please do not try to remove the object yourself before your appointment. If removal is not possible safely in clinic, we will explain why and advise you where to go next. The same rearrangement and late-arrival terms as ear wax removal apply.

Hearing screening

Hearing screening is free. It lasts 60 minutes if you are 55 or over and 30 minutes if you are under 55, based on the date of birth you give at booking. If the date of birth given is wrong, we may need to shorten or rebook the appointment.

Diagnostic hearing test

A diagnostic hearing test lasts 60 minutes and costs £99, paid online when you book. You can cancel for a full refund, or reschedule free of charge, up to 72 hours before the start time. After that point the appointment is non-refundable and non-exchangeable.

Both appointments are for those aged 18 and over. Both, including the free screening, need at least 72 hours' notice to change or cancel, by phone or email.

Young people aged 13 to 17 book our standard ear wax removal appointment and pay the adult price. A parent or legal guardian must come with them and give consent for the procedure. Children aged 3 to 12 book our children’s ear cleaning appointment, covered under Paediatric ear cleaning above.

Ear infection treatment is charged in addition to any ear cleaning or Ear Health Consultation carried out at the same appointment. We will always explain the cost and get your verbal consent before starting treatment. Ear infection treatment costs £200, follow-up included.

Assessment and treatment

Your clinician will examine the ear canal and eardrum with video otoscopy, and may gently clean the canal to remove discharge before treatment. If the infection needs more than we can provide in clinic, we will refer you to your GP or an ENT specialist.

Prescriptions

Where appropriate, we can issue a prescription for ear drops or other medication. Any prescription charge is separate from the appointment fee. Please tell us about any medicines you take, allergies, and whether you are pregnant or breastfeeding.

Follow-up

Some infections need a follow-up to check the ear has healed. Your clinician will tell you whether this is needed; a follow-up for the same infection is included in the fee.

Cancellations

Appointments can be rearranged up to 24 hours beforehand. Rearrangements within 24 hours, or not attending, will require prepayment for a non-refundable, non-exchangeable appointment next time.

Balance assessments are carried out by Hearology^® Vestibular. Please read the following before your appointment. If you have any questions, email hello@hearology.uk or call 020 3747 4615. Balance appointments start from £75.

Before your appointment

1. Ideally, stop taking anti-dizziness medicines two days before your appointment, because they may affect the assessment. It is normally safe to stop them, but please check with your GP first if you have any concern. Examples include prochlorperazine (Stemetil^®, Buccastem^®), betahistine (Serc^®), dimenhydrinate (Avomine^®, Dramamine^®), and antihistamines such as cinnarizine (Stugeron^®), cyclizine and promethazine.
2. Avoid alcohol for at least 48 hours before your appointment.
3. Please don’t drink coffee on the day of your appointment.
4. You can drink normally, apart from coffee, but please only have a light breakfast if your appointment is in the morning, or a light lunch if it is in the afternoon.
5. We strongly recommend that you don’t drive to your appointment, so that you don’t have to drive afterwards. It is not uncommon to feel a little dizzy or tired after the assessment.
6. Wear comfortable clothes.

These terms apply if your appointment is funded by private health insurance. Hearology^® currently works with Bupa, Aviva, Helix, AXA, WPA and Vitality Health. Appointments funded by your health insurance are billed to your insurer.

Pre-authorisation and excesses

Before your appointment, you must:

• get pre-authorisation for the treatment directly from your insurer, usually supported by a GP referral. This takes the form of an alphanumeric pre-authorisation code, which you must give us at least 24 hours before the appointment start time for the appointment to be confirmed. We cannot go ahead without it.
• understand that a pre-authorisation code covers only that treatment, for that one session. Follow-up appointments, even free ones, need a new code.
• check with your insurer whether your policy has an excess. A pre-authorisation code does not guarantee your insurer will cover the full cost. If there is an excess, you must pay it to us straight after your treatment.

Rescheduling and cancellations

Insurers do not pay for missed or cancelled appointments, so you will be liable for any costs that result from not following our attendance terms, which apply to all our services:

• You can cancel or rearrange any appointment free of charge up to the notice period for your service: 24 hours for ear cleaning, 72 hours for hearing tests.
• Any rearrangement within that period, for any reason, requires prepayment for a non-refundable, non-exchangeable appointment next time.
• Not attending, for any reason, requires prepayment for a non-refundable, non-exchangeable appointment next time.
• Depending on your insurer’s terms, a late cancellation or missed appointment may stop you claiming for that treatment again, meaning you would need to self-fund your next appointment.

Follow-up appointments

Some treatments need a follow-up. If so, we carry it out free of charge within two calendar weeks of the original treatment. After that, it is fully chargeable to you or your insurer, subject to a new pre-authorisation code.

Insurers each define follow-up appointments differently and revise their terms often. If you are unsure, call us or your insurer for guidance. When you book a follow-up, please tell us clearly that it is a follow-up, or you may be charged in error.

Lateness and abuse

We have zero tolerance for abuse of any kind towards our staff, clients or visitors. We may decline treatment and ask the person responsible to leave, and charges may apply whether or not treatment was provided.

We also have a zero-tolerance lateness policy, so our specialists always have enough time to carry out treatment safely and in full. We may refuse treatment if you arrive late, charge for the lost appointment time, and ask for prepayment for your next appointment. For safety reasons, we will not rush an appointment because of a late arrival.

Referrals

Inward referrals. Your specialist may refer you to another specialist within the Hearology^® network. Please get pre-authorisation from your insurer before booking, or the cost may not be covered. Without a pre-authorisation code, we will treat the additional appointment as self-funded, payable before or at the appointment. We will tell you the likely cost in writing and get your written consent before the appointment starts.

Onward referrals. Your specialist may refer you to a specialist outside our network. We strongly recommend choosing one from your insurer’s own network, or the cost may not be covered. We are not liable for the cost of onward referrals.

Self-referrals. If you choose to book further treatment or buy products directly from us, this is unlikely to be covered by your insurer, so please check with them first. If it is not covered, it is self-funded. We will tell you the likely cost and get your written consent before the appointment starts.

Prescriptions and medication

Under our agreements with insurers, we cannot prescribe or sell over-the-counter medication to insurance-funded clients. If you need a prescription or medication, your clinician may refer you back to your GP.

Sharing information with your insurer

When your treatment is funded by insurance, we are obliged to share information about your appointment with your insurer for fraud prevention. This includes your name, the date of treatment, treatment outcomes and diagnosis.

Payment

If any part of your treatment is not covered by your insurer, you can pay by card at the clinic or prepay over the phone. We accept cash and card, including American Express.

Our free hearing aid trial gives you the opportunity to experience hearing aids in your own life, with no commitment and no obligation to buy. To start, book either a free hearing screening or a diagnostic hearing test using the code HEAROTRIAL. We recommend the diagnostic test, because it gives us the detail we need to set up your trial devices well.

The trial

The trial lasts approximately 14 days, during which you may use the hearing aids and charger free of charge. The hearing aids are programmed to become unusable after 420 hours. The trial is available on any hearing aid we sell. You choose the devices from the options we recommend for your hearing profile.

No payment required

The trial is genuinely free: there are no card details, no deposit, no pre-authorisation and no payment of any kind required to begin it, and no obligation to buy. You can return the hearing aids at any time during your trial, no questions asked.

The trial does not affect your standard Hearology^® 60-day return and refund period if you go on to purchase hearing aids at the end of it.

Taken together, the trial and the return period give you around 75 days to decide: the 14-day trial, then our 60-day return and refund period if you buy. If you decide to buy, you have 60 days to change your mind: if you return purchased hearing aids within the 60 days, we refund the full price less a £250 admin fee.

Accessories

The charger is the only accessory included as part of the trial. Any additional accessories, such as a TV Play for streaming TV audio, can be purchased separately and returned for a full refund within 30 days, provided they are in their original condition and packaging.

Support during your trial

You are entitled to one complimentary check-in appointment during the trial period, subject to availability. Any further check-in appointments can be arranged at £99 per appointment.

Returning the devices

At the end of the trial, we ask that you return the hearing aids and charger in good working order and in the original packaging. If items are not returned in this condition, you will be liable for their full retail value.

A few other things to note

The trial is subject to the availability of clinic appointments and hearing aid stock. It is available at all Hearology^® clinics, and is only open to those aged 18 and over. A hearing test with Hearology^® is required before the trial can proceed. Please give at least 72 hours’ notice to cancel any appointment. This offer cannot be combined with any other Hearology^® promotion. In the event of any dispute relating to this offer, Hearology^®’s assessment will be determinative.

Full terms and conditions are provided at your fitting appointment and are available on request at any time.

Our Part-Exchange Offer allows you to surrender your existing hearing aids to Hearology^® in exchange for a promotional discount on a new pair. To start, book either a free hearing screening or a diagnostic hearing test using the code HEAROPARTEX.

The offer

The offer is available at all Hearology^® clinics, subject to the availability of clinic appointments and hearing aid stock. Hearology^® reserves the right to withdraw this offer at any point and without prior notice, although any purchase already completed will not be affected.

The discount

The discount applied ranges from £500 to £1,000 per pair of hearing aids, a saving of 20% to 29% on our full retail prices. The level of discount is determined by the technology level of the hearing aids recommended for you, based on your hearing profile and lifestyle. The discount is available on certain Widex and Signia products only, and is only available where payment is made in full. It does not apply if you choose to pay in instalments, and cannot be combined with any other Hearology^® promotion.

Your existing hearing aids

At the point of purchase, you will be required to surrender your existing hearing aids to Hearology^®. We accept any brand or form factor, including a single device not forming part of a pair. The discount is a fixed promotional amount and does not reflect the market or residual value of your existing devices; they are accepted without assessment or valuation.

Once surrendered, we will retain your old hearing aids for the duration of the Hearology^® 60-day return and refund period, after which they will be donated to the Lions International charity in the condition in which they were received. Once donated, your old hearing aids cannot be returned to you under any circumstances.

This offer does not constitute an agreement for Hearology^® to purchase your existing hearing aids, and is strictly limited to one part-exchange and purchase per individual client.

A few other things to note

The discount applied under this offer is not transferable to other hearing aids in the event of a subsequent device exchange. This offer is open to individuals aged 18 and over, and a hearing test with Hearology^® is required before any purchase can proceed. In the event of any dispute relating to this offer, Hearology^®’s assessment will be determinative.

Full purchase terms and conditions are provided at the point of purchase and are available on request at any time.

We’ll need to test your hearing and fit you with your trial devices before the lunch event itself. We’ll ask you in advance for your lunch order. You can also bring a guest with you whose lunch will also be paid for as part of this offer.

The Widex Allure AI RIC hearing aids will be calibrated for your specific hearing profile based on your most recent hearing test with us.

By registering for Lunch & Listen you confirm your understanding and acceptance that the event is complimentary, limited availability (6–8 places), hosted by Hearology^® and sponsored by Widex; that the event will be held in a café or restaurant to demonstrate the power of the hearing devices to help you follow speech in noise; that places are offered on a strictly first-come, first-served basis; and that you will provide at least 48 hours’ notice if you are unable to attend so that we can offer your place to someone else.

You will be offered the chance to take the hearing aids away with you after the lunch for a 14-day free trial, for which we will not require any form of deposit or pre-authorisation of funds. You are under no obligation to take up the offer of a free trial after the lunch, or to purchase any hearing aids at the end of the trial. If you do wish to proceed with the 14-day trial, we will ask you to sign a contract that commits you to returning the hearing aids in full working order at the end of the trial period.

Hearology^® reserves the right to cancel the event at any point and to have the final say in any dispute relating to the Lunch & Listen event and the free trial offer accompanying it.