Privacy Policy & Terms and Conditions

Appointment Fees

Your appointment fee covers: clinical assessment and medical history review; examination of both ears where appropriate; otoscopy and/or video otoscopy; ear wax removal treatment using clinically appropriate techniques; and advice regarding your ear health and aftercare. The appointment fee is payable regardless of whether complete ear wax removal is achieved during the initial appointment. This is because the consultation, examination, professional assessment and treatment attempt have been provided.

Free Follow-Up Appointments

If we are unable to safely remove all of the ear wax during your appointment, we will arrange a follow-up appointment free of charge. Additional appointments may be required where the wax is heavily impacted or extremely hard; further olive oil or ear drops are required to soften the wax; continuing treatment during the same appointment would not be clinically appropriate; or additional treatment is required to safely complete the procedure. Unlike many providers, Ear Wax Clinic will provide multiple follow-up appointments where clinically necessary, at no additional treatment cost, provided they relate to the same episode of treatment and are attended within the timeframe recommended by your clinician. Our priority is always to remove ear wax safely rather than quickly. Please note: if a patient declines the offer of a follow-up appointment, or fails to attend a scheduled follow-up appointment, the original appointment fee remains non-refundable. The offer of a free follow-up is provided as a clinical courtesy and does not affect the terms of the original appointment fee.

Treatment Risks

Ear wax removal is generally a very safe procedure when carried out by appropriately trained clinicians. However, as with any medical procedure, complications can occasionally occur. Potential risks include, but are not limited to: incomplete removal of ear wax requiring one or more follow-up appointments; temporary discomfort during or after treatment; minor bleeding; temporary dizziness or light-headedness; temporary coughing caused by stimulation of the ear canal; ringing in the ears (tinnitus), which may be temporary or, in rare cases, persistent; infection; perforation of the ear drum; and temporary or permanent changes in hearing. These complications are uncommon, and every reasonable step is taken to minimise risk.

Patient Responsibilities

To help us provide treatment safely, patients agree to: provide accurate and complete medical history; inform the clinician of any previous ear surgery, ear drum perforation, infections or other relevant medical conditions; inform us of any changes to their health before treatment; follow any advice provided before the appointment, including the use of olive oil or other ear drops where recommended; and remain as still as reasonably possible during treatment, as sudden movement may increase the risk of injury to the ear canal or ear drum. Failure to provide accurate information or follow clinical advice may increase the risks associated with treatment.

Clinical Decisions

Our clinicians will always act in the patient's best interests. Treatment may be stopped at any time if the clinician believes that continuing would be unsafe or could increase the risk of injury. Where appropriate, you may be advised to continue using ear drops before returning for further treatment or be referred to your GP or another healthcare professional.

Patient Movement and Inability to Safely Complete the Procedure

For ear-wax removal to be carried out safely, the patient must be able to remain reasonably still and follow the clinician's instructions throughout the procedure.

If, at any point, a patient is unable to remain still, repeatedly moves their head, becomes distressed, or otherwise cannot safely tolerate the procedure, our clinician may stop the procedure immediately. This decision is made solely in the interests of the patient's safety and to minimise the risk of injury.

Where a procedure cannot be completed because the patient is unable to remain sufficiently still or cooperate safely, the appointment will remain chargeable. This is because the clinician's time has been reserved, the appointment has taken place, and the procedure has been attempted. The inability to safely complete the procedure due to patient movement or cooperation is outside the clinic's control and does not constitute a failure of service.

Where appropriate and where it is considered safe to do so, we may offer a follow-up appointment to reassess whether the procedure can be completed. However, we cannot guarantee that further treatment will be possible, particularly where the patient is unable to remain still or cooperate sufficiently during the procedure. Any further appointment may be subject to the usual appointment and treatment charges.

Photography and Clinical Records

During your appointment, photographs or videos of your ear canal may be taken using our clinical equipment. These images form part of your clinical record and may be used to assist with your assessment and treatment; to monitor progress during follow-up appointments; to provide information to your GP or another healthcare professional where clinically appropriate; and for clinical governance, quality assurance or professional clinical review where necessary. Images or videos will only be used for marketing, promotional material, social media or advertising where you have provided your separate, explicit consent.

Refund Policy

As your appointment includes a professional consultation, clinical assessment and treatment attempt, refunds are not available solely because complete ear wax removal could not be achieved during the initial appointment. Where additional treatment is clinically required, free follow-up appointments will be provided in accordance with this policy.

Cancellation and Late Attendance

If you need to cancel or rearrange your appointment, please provide as much notice as possible. Failure to attend your appointment or repeated late cancellations may result in the loss of your appointment and any applicable booking fee in accordance with our booking policy. Patients arriving significantly late may need to be rescheduled if there is insufficient time to safely complete treatment.

Limitation of Liability

Whilst Ear Wax Clinic takes every reasonable precaution to provide safe and professional treatment, no medical procedure is entirely without risk. Nothing within these Terms and Conditions excludes or limits any liability that cannot legally be excluded under the laws of England and Wales.

Acceptance

By booking and attending an appointment with Ear Wax Clinic, you confirm that: you have read and understood these Terms and Conditions; you understand the benefits, limitations and potential risks associated with ear wax removal; you consent to treatment using clinically appropriate techniques; and you agree to the appointment fee and follow-up policy set out above.