Terms & Conditions

  • Registered Address:
    Southwest Hearing, Leatside Surgery, Babbage Road, Totnes, Devon, TQ9 5JA

    Company Number:
    12231537

  • Our audiologist, Jonathan Doyle, holds registration with the Academy for Healthcare Science (AHCS) as a Clinical Physiologist specialising in Audiology, and with the Health and Care Professions Council (HCPC) as a Hearing Aid Dispenser. He is a recognised provider with Bupa, Vitality and WPA and an active member of the Association of Independent Hearing Healthcare Professionals (AIHHP).

  • 1. Deposit Requirements

    A £20 deposit is required to secure your appointment. This amount will be deducted from the total cost of your treatment following your appointment.

    Please note that our Dizziness & Vertigo Assessments require a higher deposit of £80.

    2. Musicians' Hearing Health Scheme

    Appointments booked through the Musicians' Hearing Health Scheme require a £20 deposit to secure the booking.

    This deposit will be refunded following attendance at your appointment. However, should ear wax removal be required, the deposit will instead be deducted from the cost of this additional treatment.

    3. Cancellations & Rescheduling

    Should you need to cancel or reschedule your appointment, we kindly ask for at least 24 hours' notice.

    Appointments cancelled with at least 24 hours' notice will receive a full deposit refund. Where an appointment is rescheduled, your deposit will be transferred to the new appointment date.

    4. Late Cancellations & Non-Attendance

    Appointments cancelled with less than 24 hours' notice, or missed without prior notification, will result in the £20 deposit being retained.

    For appointments requiring a higher deposit, including Dizziness & Vertigo Assessments, the applicable deposit may also be retained in accordance with this policy.

    5. How to Cancel or Reschedule

    You can cancel your appointment using the link provided in your booking confirmation email, or by contacting us directly at hello@southwesthearing.co.uk.

    6. Cancellations by Southwest Hearing

    In the unlikely event that we need to cancel your appointment, we will endeavour to arrange an alternative date and time as soon as possible.

    If a suitable alternative cannot be agreed, your deposit will be refunded in full.

    7. Payment Methods

    We accept all major debit and credit cards, excluding American Express.

    Bank transfers are also accepted for the purchase of hearing aids, hearing devices and hearing protection products.

  • 1. Booking Deposit

    For patients booking through the Musicians’ Hearing Health Scheme (MHHS) or Music Venue Trust (MVT), we ask for a £20 deposit to confirm your appointment. This is separate from the one-off fee already paid to the scheme and is simply to secure your appointment slot.

    The £20 deposit will be refunded within 24 hours of your appointment, as long as everything goes smoothly according to our standard appointment and cancellation terms.

    2. Custom Earplugs

    We’ll securely store an electronic 3D scan of your ear impressions with MHHS/MVT for four years after your appointment. If you need replacement earplugs during that time, you can easily reorder directly from Musicians’ Hearing Services without needing to have a new impression taken.

    Earplug options:

    • Standard earplugs are made from clear, colourless silicone.

    • If you’d like, you can choose from other colours at no extra cost.

    • We also offer a cord/lanyard attachment, which is perfect for musicians who prefer to wear earplugs around their neck to avoid losing them – and it’s available at no extra charge. Please chat with us about this option during your appointment.

    You have 30 days from receiving your hearing protection to exchange the filter free of charge.

    If you’re not 100% happy with the fit of your earplugs, don’t worry – just contact us within 30 days of receiving them, and we’ll take new impressions and remake the earplugs for you, free of charge.

    3. 3D Digital Scans

    If you’d like a copy of your digital ear impressions, you can request them from Musicians’ Hearing Services for the following fees:

    • £12.50 for one ear

    • £25 for both ears

    To release the scans, we’ll ask you to fill out a digital consent form and make a small online payment.

    Many patients request copies of their scans when considering other custom hearing protection or in-ear monitors.

  • 1. Hearing Aid Recommendations & Trial Period

    At Southwest Hearing, we are committed to finding the most suitable hearing aids for each individual. We understand that adapting to new hearing technology takes time, and that occasionally a patient may decide not to proceed with their chosen devices.

    To provide reassurance and peace of mind, all hearing aids purchased through Southwest Hearing include a 30-day trial period, commencing from the date of the initial fitting.

    During this period, our audiologist will work closely with you to optimise your hearing aids, make any necessary adjustments and support you in adapting to your new devices.

    2. Purchasing Agreement

    When purchasing hearing aids from Southwest Hearing, you will be asked to complete a Purchasing Agreement.

    This document outlines the terms of sale, including the trial period, follow-up appointments, applicable fees, warranty coverage and return arrangements.

    A copy of the agreement can be provided in advance upon request.

    By proceeding with your purchase and making payment, you acknowledge that you have read and accepted the terms outlined within it, including any applicable charges associated with returning the devices during the trial period.

    Your statutory consumer rights remain unaffected.

    3. Trial Appointments & Refund Deductions

    Should you decide not to continue with your hearing aids during the 30-day trial period, you may return them in accordance with the terms of your Purchasing Agreement.

    If the devices are returned, the following deductions will apply, subject to your statutory consumer rights:

    • Clinical appointments: The initial fitting appointment and any subsequent attended follow-up appointments will be deducted from the original purchase amount at a rate of £70 per appointment.

    • Card processing costs: Where payment was made by debit or credit card, a deduction equivalent to 1.8% of the original purchase amount is deducted to cover the non-recoverable transaction processing costs incurred by Southwest Hearing.

    For example, on an original hearing aid purchase of £3,000, the 1.8% deduction would amount to £54.

    Any applicable deductions will be clearly itemised and explained before your refund is processed.

    4. Returns After the Trial Period

    The 30-day trial period begins on the date of your initial hearing aid fitting.

    Once this period has expired, hearing aids are non-returnable and non-refundable.

    This does not affect your statutory consumer rights, including your rights in relation to faulty or defective devices.

    5. Custom Ear Moulds

    Custom ear moulds ordered alongside your initial hearing aid purchase are included within the same 30-day trial and return arrangements. Should you decide to return your hearing aids within the trial period, these moulds may also be returned for a full refund as part of the original purchase.

    However, custom ear moulds ordered separately at a later date, outside the initial hearing aid purchase, are non-returnable and non-refundable for a change of mind, as they are individually manufactured to fit your ears.

    Should any adjustments be required for comfort or fit, we will be happy to assist in arranging the necessary modifications where possible.

    6. Device Suitability & Patient Responsibility

    Hearing aids are sophisticated medical devices, and their effectiveness can vary depending on an individual's hearing profile, listening environments and adaptation to amplification.

    Whilst our audiologist will provide professional recommendations and carefully programmed devices, specific hearing outcomes cannot be guaranteed.

    We encourage patients to wear their hearing aids consistently, attend recommended follow-up appointments and follow the guidance provided regarding their use, care and maintenance.

    This allows us the best opportunity to optimise the devices and achieve a successful hearing outcome.

    7. Manufacturer Warranties & Repairs

    All hearing aids are supplied with the applicable manufacturer's warranty, with the duration and coverage varying according to the make and model purchased.

    Should a fault develop, Southwest Hearing will be happy to assist with assessing the issue and arranging any necessary repairs or warranty claims.

    Where required, devices may be returned to the manufacturer for inspection, repair or replacement in accordance with their warranty procedures.

    8. Returns & Refund Processing

    If you decide to return your hearing aids during the agreed 30-day trial period, please contact Southwest Hearing before the trial expires so that we can arrange the return of your devices.

    Following their return, any applicable deductions for the initial fitting and attended follow-up appointments will be clearly itemised, and the remaining refund amount confirmed.

    Refunds will ordinarily be issued to the original payment method, with processing times dependent on the payment provider.

    9. Ongoing Care & Support

    Our commitment to your hearing care extends beyond the initial fitting and trial period.

    We will provide guidance on the ongoing care and maintenance of your hearing aids, along with information regarding future servicing, adjustments and recommended hearing reviews.

  • 1. Custom Fit & Recommendations

    At Southwest Hearing, we’re dedicated to helping you find the perfect fit with all our custom ear moulded products. If you have any concerns or questions, we encourage you to chat with your audiologist and double-check the warranty and guarantee details directly with the manufacturer of your chosen product.

    2. Non-Refundable Policy

    Because these products are custom-made just for you, bespoke ear protection and earplugs can be non-refundable. We recommend taking a little extra time to think about your choice before going ahead with the purchase, so you’re confident it’s the right one for you.

    3. Purchasing Contract & Manufacturer Responsibility

    When you order through Southwest Hearing, your purchase is directly with the manufacturer, and their warranty and returns policy will apply. We’re here to help you through the process, but any returns, repairs, or warranty claims will be handled according to the manufacturer’s terms.

    4. Manufacturer Warranty & Returns

    We’re happy to assist with warranty claims or repairs if needed, but the final decision on returns, repairs, or replacements is up to the manufacturer. Please note that we can’t be responsible for any damage to products that happens after they’ve been delivered or fitted.

    5. Patient Responsibility

    Once you’ve received your custom ear moulds or ear protection, it’s important to follow the manufacturer’s care instructions closely. If they’re not used or maintained correctly, it could void the warranty.

    6. Manufacturer Defects

    If you think there’s a defect with your product, it will be covered by the manufacturer’s warranty policy. We’ll help facilitate any necessary repairs or replacements according to their terms.

    7. Clear Communication of Policies

    Before you make a purchase, we encourage you to have a look at the manufacturer’s warranty and returns policies. If you’d like more details, feel free to ask, and we can provide any information you need regarding the manufacturer’s terms.

  • 1. Age Requirements & Clinical Assessment

    Ear wax removal is available to patients aged 18 and over.

    All appointments begin with an examination of the ears to assess whether treatment is appropriate. Micro-suction, irrigation or manual instrumentation may be used depending on the patient's ear health and our audiologist's clinical judgement.

    Our audiologist reserves the right to postpone, modify or discontinue treatment where it is considered clinically unsafe or unsuitable. This may include circumstances involving infection, inflammation or other medical concerns.

    Patient safety is always our priority, and treatment will only proceed where it is clinically appropriate and safe to do so.

    2. Preparing for Your Appointment

    We ask all patients to follow our pre-appointment advice regarding the use of olive oil/Earol to help soften ear wax ahead of treatment.

    If, upon examination, the wax is too hard to safely attempt removal and further softening is required, a reduced £20 ear check-up fee will apply. The standard £60 ear wax removal fee will then be payable upon your return for treatment.

    3. Appointment Duration & Additional Charges

    Whilst we aim to complete ear wax removal within the allocated 30-minute appointment, this is not always possible. Particularly hard or impacted wax, narrow or curved ear canals, or patient discomfort or fatigue can occasionally make the procedure more challenging.

    Where removal has commenced but cannot be safely completed within the appointment time, a further appointment may be required. In these circumstances, an additional £60 appointment fee will apply.

    Should we be unable to complete your treatment due to equipment difficulties or circumstances within our control, any necessary return appointment will be arranged free of charge.

    4. Treatment Outcomes & Limitations

    Whilst we endeavour to remove all obstructive ear wax during your appointment, complete removal cannot always be guaranteed. Successful removal may depend on the consistency and location of the wax, individual ear canal anatomy and patient tolerance.

    Please be aware that ear wax removal may not resolve all symptoms, including hearing loss, tinnitus or a sensation of blocked ears, particularly where another underlying condition may be responsible.

    Where appropriate, our audiologist will advise on any recommended further investigations or next steps.

    5. No Ear Wax Found

    Where an examination finds no ear wax requiring removal, the appointment will be charged at our reduced £20 ear check-up fee, rather than the full £60 removal fee.

  • At Southwest Hearing Ltd, we take great care in providing the best possible service. However, because every patient’s needs and circumstances are unique, we can’t guarantee specific outcomes. By using our services, you agree to the following terms regarding liability:

    Scope of Liability

    We aim to provide excellent care, but we are not responsible for any direct or indirect damages related to the use of hearing aids, custom ear protection, or other services we provide. This includes any issues that arise from fitting, use, or maintenance.

    No Guarantees of Results

    While we do our best to ensure a great fit and outcome, we cannot guarantee specific results. The effectiveness of hearing aids or other treatments can vary based on your individual needs, as well as factors like your health or the environment, which are outside of our control.

    What We Aren’t Liable For

    We will not be held responsible for:

    • Any damage or injury caused by misuse, improper maintenance, or modifying products.

    • Any failure of hearing aids or related products caused by things like wear and tear, accidents, misuse, or not following our care instructions.

    • Delays or issues in providing services due to things beyond our control, such as natural disasters, strikes, or other unforeseen events.

    Your Responsibility

    It’s important that you follow the care instructions we provide for your products. We’ll always guide you on how to use and maintain your hearing aids and other items, but we’re not responsible for any issues that arise from improper use or care.

    Limitation of Financial Liability

    If something does go wrong, we will work with you to find a solution. However, the most we’ll be liable for is the amount you paid for the specific service or product related to the issue. This doesn’t include any indirect costs like travel expenses, lost wages, or anything else outside the service or product itself.

    Indemnity

    By using our services, you agree to protect Southwest Hearing Ltd and its team from any claims or damages, including legal costs, that may arise from your use of our products or services, including any third-party claims related to injury or property damage.

  • 1. Arranging a Home Visit

    We’re happy to offer home visits upon request! To make sure we can accommodate you, please get in touch with us in advance via phone or email to arrange a visit. We’ll confirm availability and find a time that works for you.

    For a smooth visit, we’ll need a quiet, private space with enough room for our equipment and to move around comfortably. Home visits can take place in residential homes, temporary accommodations, or hired meeting venues, as long as the space is suitable.

    2. Home Visit Fees

    The fee for a home visit depends on the distance we need to travel and the time required. We’ll confirm the cost with you before booking, so you’ll know exactly what to expect.

    Any services or treatments provided during the home visit will be charged at our usual rates, which you can find under the ‘Our Services’ section.

    3. Booking & Payment

    To secure your home visit, we ask for a 50% deposit (covering both the home visit fee and any services or treatments) at the time of booking. The remaining balance will be due at the end of the consultation.

    If you need to cancel, please let us know at least 48 hours in advance. 50% deposits for cancellations made with less than 48 hours notice will not be refundable.

  • At Southwest Hearing Ltd, we may ask if we can take some photos during your appointment. Any photos taken are the property of Southwest Hearing Ltd and might be used in our promotional materials, like print, video, or online, but only with your clear consent.

  • 1. No Medical Advice

    The information on this website is for general guidance and shouldn’t be taken as medical advice. It’s not a substitute for a consultation, diagnosis, or treatment from a healthcare professional. If you’re concerned about your hearing health, we recommend speaking with a qualified healthcare provider.

    2. No Audiologist-Patient Relationship

    Visiting our website or making enquiries does not create a formal audiologist-patient relationship with Southwest Hearing. This relationship is only established after you’ve had an in-person consultation with us.

    3. Accuracy of Information

    We do our best to provide accurate and up-to-date information on our website. However, we can’t guarantee that everything is 100% complete or flawless, so please be aware that any reliance you place on the content is at your own discretion.

    4. Third-Party Links

    From time to time, our website may include links to other websites for extra information or resources. These links are there for your convenience, but we don’t have control over the content or practices of third-party websites, and we don’t endorse them.

    5. Limitation of Liability

    To the fullest extent allowed by law, Southwest Hearing isn’t liable for any direct or indirect damages that might arise from using this website or relying on the information here. This includes anything related to health, business losses, or any technical issues you may experience.

    6. Emergency Situations

    If you’re experiencing sudden hearing loss, severe ear pain, dizziness, or any other urgent health concern, please seek immediate medical attention from a qualified healthcare provider or contact emergency services right away.