Hear with Ish – Terms & Conditions

Last updated: 19 November 2025
Who we are: Hear with Ish, 36 Princess Road West, Leicester, LE1 6TQ.
Email: contact@hearwithish.com. Phone: 07349 269037.
ICO Registration Reference: ZB972495 (registered with the Information Commissioner’s Office (ICO))

1) Scope & Acceptance

These Terms & Conditions (“Terms”) apply to all appointments, assessments, treatments (including ear wax removal), hearing aid and accessory sales, repairs, aftercare plans and remote support provided by Hear with Ish (“we”, “us”). By booking with us or purchasing from us you accept these Terms.

2) Professional standards & regulation

• Services are delivered by qualified clinicians who adhere to HCPC standards of conduct and proficiency. The HCPC’s head office is Park House, 184–186 Kennington Park Road, London SE11 4BU. If you are unhappy with treatment, the HCPC explains how to raise concerns.
• We follow relevant British Society of Audiology (BSA) professional guidance (e.g., aural care training standards).
• We are registered with the Information Commissioner’s Office (ICO) under registration number ZB972495.

3) Booking, deposits, cancellations & non attendance

• Booking confirmation. We will confirm appointment details (service, time, place, fees) by email/SMS.
• Deposits. For some services (e.g., wax removal), we may ask for a deposit (shown on your booking confirmation). Deposits are redeemed against the appointment fee.
• Cancellations/rescheduling. Please give at least 48 hours’ notice. Late cancellations or missed appointments may be charged £25 or the appointment fee if reasonable costs have been incurred (we use discretion for illness/emergencies).
• Late arrival. If you are late, we may shorten the appointment or reschedule to maintain safety/quality.
• Chaperones & minors. Under 18s must attend with a parent/guardian. You can request a chaperone.

4) Clinical safety, consent & referrals

• We’ll explain benefits, risks, alternatives and limitations before treatment and obtain your consent.
• We may decline/stop a procedure if it is clinically unsafe (e.g., suspected infection, perforation, severe pain, foreign body). We may refer to your GP/ENT where appropriate.
• Ear wax removal (microsuction) — key risks & aftercare (summary). Microsuction is widely used and considered safe when performed by trained clinicians, but can cause temporary dizziness, discomfort, minor trauma to the ear canal or eardrum, transient tinnitus, or rarely infection. You may be advised to soften wax beforehand; keep ears dry for 24 hours afterwards. A follow up may be needed if full clearance is not clinically safe on the day. Detailed consent is taken at your appointment.
• Medical devices notice. Hearing aids are medical devices. We supply and fit devices according to manufacturer instructions and UK medical device rules.
• Clinical imaging. During assessment and ear care we may capture otoscopy images/video to aid diagnosis, documentation and explanation. These clinical images are stored securely within TympaHealth (see Section 15).

5) Hearing tests, hearing aids & aftercare

• Assessment & recommendations. We provide evidence based recommendations tailored to your audiological results and needs.
• Supply. Your order/receipt will show the make/model, price, and included aftercare term (typically 2–5 years; our standard clinic guarantee for devices we supply is 48 months from purchase—see Section 7).
• Fitting & verification. We program/verify devices to prescription targets and demonstrate use/maintenance.
• Aftercare. Your purchase includes the aftercare provision discussed with your Audiologist (e.g., routine reviews/adjustments during warranty). Items described as consumables (domes, wax guards, batteries, receivers) and third party Bluetooth accessories are not covered unless stated.

6) Trial, exchanges & returns (our goodwill policy vs statutory rights)

• 30 day satisfaction period (goodwill). If, within 30 days of the first fitting, you return the hearing aid(s) in as new condition with all accessories/packaging and we have had a reasonable opportunity to adjust or replace, we will refund the purchase price in full (see also single aid note below).
• Pairs pricing. If you return one aid from a discounted pair, the invoice will be recalculated at the single aid list price, and any refund adjusted accordingly.
• Custom earmoulds or personalised items (e.g., custom ear protection) are non returnable unless faulty because they are bespoke to you.
• Your statutory rights remain. If goods are faulty/not as described, you have legal remedies including a 30 day short term right to reject, the right to repair/replace, and further remedies if repair/replacement fails (with a six month presumption the fault was present at delivery unless we show otherwise).

7) Guarantees & warranties

• Clinic guarantee (malfunction/faulty workmanship). Hearing aids we supply are covered for 48 months from purchase for malfunction, breakdown or faulty workmanship. This excludes earmoulds, receivers, domes, tubing, wax guards and separate Bluetooth/accessories. Damage/loss, misuse, or faults caused by wax/moisture are excluded.
• Manufacturer warranty. In addition to our clinic guarantee, manufacturer warranties apply (terms vary by brand/model).
• Repairs outside warranty. We’ll provide an estimate and obtain your approval before chargeable repairs.

8) Accessories & third party devices

• Wireless accessories (streamers, microphones, chargers) typically carry 12 month warranty unless the manufacturer provides longer.
• Medical devices/pacemakers. Some accessories or magnets may be unsuitable with pacemakers/implants. Always check manufacturer guidance and consult your clinician/physician before use. (If you proceed against manufacturer medical advice, you accept associated risks and that related accessories may not be eligible for refund/warranty.)

9) Remote care & limitations

Remote fine tuning and follow ups are available where clinically appropriate. Connectivity depends on your device, phone/OS updates and local network. We cannot guarantee compatibility with all future OS updates or third party apps, though we will use reasonable skill to assist.

10) Pricing, invoices, VAT & payment

• Prices are shown on your invoice/quotation and include VAT where applicable. Under current VAT rules, hearing aid goods are generally standard rated, while professional dispensing/aftercare services may be exempt; we apportion and invoice accordingly in line with HMRC guidance for opticians and dispensers of hearing aids.
• Payment is due as stated on your invoice (usually at fitting or on collection for goods, and at time of treatment for services). We accept the methods shown on your invoice. Title in goods passes on full payment.

11) Collections, shipping & risk

If we post items to you, risk passes on delivery to your address. Please report transit damage within 48 hours. For in clinic collections, risk passes when you collect.

12) Repairs & devices purchased elsewhere

We’re happy to service/repair devices purchased elsewhere where parts/support are available. In such cases, diagnostics and repairs are chargeable, and outcomes may be limited by manufacturer policies or device age.

13) End of life, recycling & WEEE

We help clients dispose of electrical items responsibly. We comply with UK WEEE requirements as applicable to distributors/retailers and will signpost take back or local recycling options; where we offer take back, it will be shown on your invoice or at point of sale. (See GOV.UK guidance on WEEE.)

14) Equality, access & reasonable adjustments

We’re committed to inclusive care and will make reasonable adjustments to help you access services (e.g., accessible information formats, allowing a supporter to attend). Please tell us what you need in advance.

15) Data protection & privacy (UK GDPR summary) — Updated

• We process your personal and health information to deliver care, manage appointments, and meet legal/regulatory obligations.
• Health data is special category data; we identify a lawful basis and a condition for processing (e.g., provision of health care). We follow the data protection principles (lawfulness, fairness, transparency, purpose limitation, data minimisation, accuracy, storage limitation, security, accountability). See our full Privacy Notice on request.
• Where your data is stored and managed:
– Blueprint OMS (practice management & clinical records). We use Blueprint OMS as our secure clinical records and practice-management system for appointments, clinical notes, audiology test results, device details (make/model/serial), invoicing and care communications.
– TympaHealth (otoscopy & clinical media). We use TympaHealth to capture and store clinical images and videos (e.g., otoscopy and wax-removal media) taken during assessment/treatment, with your consent. Where clinically necessary, these may be shared securely with GP/ENT services.
– Email & web forms. Enquiry and booking forms route to our secure email service. Email may not always be encrypted end‑to‑end; please avoid including highly sensitive details by email where possible.
• We store records securely and retain them in line with health sector guidance (commonly at least eight years after last contact for adults; longer for children), then erase or archive safely.
• ICO registration. Hear with Ish Ltd is registered with the Information Commissioner’s Office (ICO) under ZB972495.

16) Complaints & Alternative Dispute Resolution (ADR)

• Please contact us first (details above) and we’ll try to resolve things quickly.
• If we cannot resolve your complaint, we will signpost you to an approved ADR body and tell you whether we agree to use ADR. We will provide the name and website of an appropriate approved ADR provider (e.g., RetailADR or CEDR) at that stage. Use of ADR is generally voluntary unless mandated, but we will consider ADR in good faith. You can learn more about ADR at GOV.UK.

17) Limitations of liability

Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or your statutory rights. Otherwise, for services and goods not used for business, our liability is limited to the price paid for the relevant service/goods.

18) Force majeure

We are not liable for delays or failure to perform due to causes beyond our reasonable control (e.g., power/network outages, extreme weather, supply chain disruption).

19) Changes to these Terms

We may update these Terms to reflect law, clinical guidance or service changes. The version posted in clinic or sent to you at the time of booking/purchase applies.

20) Governing law

These Terms are governed by the laws of England & Wales and subject to the jurisdiction of its courts.