Terms & Conditions

EarWaxRemovals.com

Last updated: Friday 23rd January 2026

1. ABOUT US

1.1 Who we are
EarWaxRemovals.com is a trading name of EWR Healthcare Ltd, a company registered in England and Wales with company number 16935071 and registered office at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF (“we”, “us”, “our”).

1.2 How to contact us

• Email: info@earwaxremovals.com
• Telephone / WhatsApp Business: +44 7780 875308.
• Website: www.earwaxremovals.com

1.3 Regulation and professional standards
Our clinicians are trained in ear wax removal procedures (such as microsuction) and work in accordance with relevant professional and safety guidelines. However, we are not an emergency service and we do not replace your GP, ENT, A&E, or 999 services.

1.4 Scope of these Terms
These Terms and Conditions of Use (“Terms”) govern:

• your use of our website,
• your use of our online booking system (including Calendly and any other booking plug-ins),
• communication via WhatsApp Business and similar messaging tools, and
• the non-emergency ear wax removal services and related services we provide.

By using our website, booking an appointment, or using our services, you agree to be bound by these Terms.

2. DEFINITIONS

In these Terms:

• “Appointment” means any consultation, home visit, clinic visit, or remote session booked with us.
• “Clinician” means an individual who provides ear care services on our behalf (including employees, contractors and associates).
• “Services” means ear wax removal and any other services we provide from time to time.
• “Online Booking System” means Calendly and any associated integrations, plug-ins or scheduling software we use.
• “You” / “your” means the person using our website, booking an appointment or receiving services (or their legal representative).

3. ELIGIBILITY TO USE OUR SERVICES

3.1 Age and capacity
You must be:

• at least 18 years old to book an Appointment for yourself; or
• a parent or legal guardian if booking for someone who lacks the capacity to do so on their own behalf.

3.2 Location
Our Services are currently available across Bedfordshire, Hertfordshire, Buckinghamshire and Northamptonshire. We may decline or cancel an Appointment if it falls outside these areas, or where, despite making all reasonable efforts, we are unable to agree or accommodate the booking for any reason.

3.3 Non-emergency nature
Our Services are non-emergency. If you experience:

• sudden hearing loss,
• severe pain,
• discharge or bleeding from the ear,
• dizziness/vertigo, facial weakness, severe headache, or
• any other worrying symptom,

you must seek urgent medical attention via your GP, NHS 111, A&E or 999 as appropriate. Our website, WhatsApp, or Online Booking System must not be used for emergencies.

4. WEBSITE USE

4.1 Information only – not personal medical advice
Content on our website (including blogs, FAQs, videos, and any written content) is general information only and is not personalised medical advice. It should not be used to diagnose or treat a condition without seeing a qualified healthcare professional.

4.2 Your responsibilities
You agree:

• not to misuse our website (e.g. no hacking, spamming, or introducing malware),
• not to copy or redistribute our content without permission,
• to use the website only for lawful purposes.

4.3 Availability
We try to keep the website available and accurate, but we do not guarantee:

• that the website or any of its content will always be available or be uninterrupted, or
• that it will be free from errors or omissions.

We may suspend, withdraw, or change all or any part of the site without notice.

4.4 Third-party links and plug-ins
Our website may contain links to third-party websites, services or plug-ins (including Calendly, payment gateways, Google Maps, Mailchimp, WhatsApp links, etc.). We do not control these third-party services and are not responsible for their content, availability, or policies. Use of third-party services is at your own risk and subject to those providers’ terms and conditions and privacy policies.

5. ONLINE BOOKING (CALENDLY & INTEGRATIONS)

5.1 Use of Calendly and teams plan
We use Calendly (including team-based scheduling features and plug-ins) to manage and allocate Appointments among our clinicians. When you book via our Online Booking System:

• you may be allocated to a specific named clinician or to a pool of clinicians,
• team-based settings may distribute bookings across available clinicians to optimise availability.

5.2 Accuracy of information
You must provide accurate and complete information when booking, including:

• your full name,
• contact details (phone, email, and/or WhatsApp),
• the correct address for home visits,
• any relevant medical information requested in pre-appointment forms.

If the information is incorrect or incomplete, we may:

• be unable to attend or provide Services,
• need to cancel or reschedule the Appointment, and/or
• charge a call-out fee or late cancellation fee as set out in our Cancellation and Fees section.

5.3 Confirmation of bookings
Your Appointment is not guaranteed until you receive confirmation from us by email, SMS, calendar invite, WhatsApp or other written communication. We reserve the right to decline a booking request for clinical or operational reasons.

5.4 Changes by you (rescheduling or cancellation)
You may usually reschedule or cancel through the Online Booking System (subject to time limits displayed on the booking page). Unless otherwise stated:

• Cancellations or reschedules with at least 24 hours’ notice: no fee.
• Cancellations, reschedules or failure to attend with less than 24 hours’ notice: we may charge a late cancellation / missed appointment fee up to the full cost of the appointment.

5.5 Changes by us
We may need to:

• change the time or date of your Appointment,
• change the clinician assigned to you, or
• cancel your Appointment (for example due to illness, emergencies, technical issues, traffic, or safety concerns).

We will always try to notify you as soon as reasonably possible and offer an alternative Appointment. We are not liable for any costs or losses you incur because of such changes, other than any fee you have already paid for the cancelled Appointment (which we may refund or credit at our discretion).

5.6 Reminders and notifications
We may send Appointment reminders via Calendly, email, SMS, or WhatsApp Business. These are provided as a courtesy only. It remains your responsibility to remember and be present for your Appointment.

6. WHATSAPP BUSINESS & OTHER MESSAGING

6.1 Non-emergency communication
Our WhatsApp Business account (and any similar messaging channels) are for:

• general enquiries,
• confirmation of addresses and access details,
• sending reminders or follow-up information,
• sharing links to our booking pages or forms.

It must not be used for emergencies or urgent clinical issues. For urgent concerns, you must contact your GP, NHS 111, A&E or 999.

6.2 Data and security
WhatsApp is a third-party platform with its own privacy policy and security standards. While we take care to protect your information, we cannot guarantee the security of information transmitted via WhatsApp or other external messaging platforms.

By choosing to communicate via WhatsApp or similar tools, you accept the associated risks, including:

• messages being stored on your device,
• potential access by others who may use your device,
• data processing by WhatsApp and its group companies outside the UK.

6.3 Consent and opt-out
By messaging us, you consent to us replying to you on that channel regarding:

• your enquiries,
• your bookings,
• follow-up care related to your Appointment.

You may opt-out of marketing messages at any time by replying “STOP MARKETING” or contacting us via email.

7. OUR SERVICES

7.1 Type of services
We provide:

• ear wax removal (e.g. microsuction, irrigation, manual removal) and related ear-care services,
• appointments at your home or other agreed locations (mobile service), and/or
• appointments at any clinic premises we may operate.

7.2 Clinical assessment and suitability
Before proceeding with wax removal, the clinician will:

• perform an ear examination,
• review your relevant medical history, and
• determine if the procedure is safe and appropriate.

If the clinician decides that it is not safe or appropriate to proceed (for example due to infection, perforated eardrum, severe pain, or other risk factors), they will explain why and may advise you to seek medical care elsewhere (e.g. GP, ENT). In such cases, a consultation fee or call-out fee may still apply as set out on our website and booking pages.

7.3 Clinical consent
Before any procedure, the clinician will obtain your informed consent:

• explaining the procedure,
• outlining potential benefits and risks,
• giving you the opportunity to ask questions, and
• confirming your understanding and agreement.

You may withdraw your consent at any time before or during the procedure. However, any fees incurred up to that point may still be payable.

7.4 Risks and complications
Ear wax removal is generally safe, but, as with any procedure, it carries potential risks including (but not limited to):

• discomfort or pain,
• aggravation or causing temporary dizziness or imbalance,
• aggravation or causing of temporary ringing in the ears (tinnitus),
• minor abrasions to the ear canal walls or ear drum,
• ear canal irritation or infection,
• perforation of the eardrum,
• temporary or permanent hearing changes or loss (rare).

By proceeding with the procedure, you acknowledge that:

• these risks have been explained to you, and
• you accept that complications, although uncommon, can occur.

7.5 Results not guaranteed
We cannot guarantee:

• complete removal of all wax in a single session,
• improvement in hearing or other symptoms, or
• that your expectations will always be met.

Sometimes additional Appointments or onward referral to other services may be recommended.

8. PRICING, PAYMENT & “NO WAX” FEE

8.1 Prices
Our fees are displayed on:

• our website,

Prices may change from time to time. The price applicable to your Appointment is the price shown at the time you make your booking or as confirmed in writing.

8.2 “No wax” policy
If, upon examination, no significant wax is found or wax removal is not clinically required or appropriate, a standard consultation fee (our £60 assessment / no-wax-found fee) will apply.
Unless otherwise specified, this is £60 per Appointment or such other amount as stated on our website and booking page.

8.3 Additional Appointments
If additional Appointments are required (for example due to very hard or impacted wax requiring more than one session), each Appointment will be charged at the standard rate applicable at the time of booking, unless we have agreed a different arrangement with you in writing.

8.4 Payment methods
We may accept payment via:

• debit/credit card,
• bank transfer,
• cash, or
• other electronic payment services (as available from time to time).

Payment terms (e.g. payment on booking vs payment at the Appointment) will be displayed on our booking page or confirmed in writing.

8.5 Refunds
Refunds are at our reasonable discretion. We will not normally issue refunds where:

• A clinician fails to attend your Appointment,
• you cancel or reschedule within the allowed timeframe,
• the clinician determines that wax removal is not clinically appropriate and a consultation has not been carried out, or
• you are unhappy with the service with valid justification and after a discussion with a member of our customer service team

9. CANCELLATIONS, RESCHEDULING & MISSED APPOINTMENTS

9.1 Your right to cancel
You may cancel or reschedule your Appointment via our Online Booking System or by contacting us directly, subject to any notice period set out on the booking page.

9.2 Short-notice cancellations and no-shows
If you:

• cancel or reschedule with less than 24 hours’ notice, or
• fail to be present at your Appointment at the agreed time and location,

we may charge a late cancellation/no-show fee up to the full Appointment fee, including any call-out cost.

9.3 Our right to cancel
We may cancel or reschedule your Appointment at any time if:

• the clinician is unwell or unavailable,
• there are safety concerns, severe traffic or access issues,
• you have not provided accurate address or contact details,
• you are abusive, threatening or unsafe to staff, or
• it is otherwise not appropriate to proceed.

Where we cancel, we will try to give you as much notice as reasonably possible and, where appropriate, offer an alternative Appointment or refund.

10. HOME VISITS & ACCESS

10.1 Safe environment
You are responsible for ensuring that the environment for the home visit is:

• safe and clean,
• free from hazards,
• free from threatening behaviour from anyone present, and
• appropriate for a healthcare procedure.

Our clinician may refuse to carry out the Appointment if they feel unsafe or if the environment is unsuitable. In such cases, a call-out or cancellation fee may still apply.

10.2 Parking and access
You must ensure:

• there is adequate information about parking, building access and any entry codes,
• someone is available to allow the clinician access at the agreed time.

If we are significantly delayed or unable to attend due to lack of access or incorrect information, we may treat this as a missed Appointment and charge accordingly.

11. COMPLAINTS & FEEDBACK

11.1 How to complain
If you are unhappy with any aspect of our Service, please contact us via:

• Email: complaints@earwaxremovals.com, or

11.2 Investigation
We will:

• acknowledge your complaint within a reasonable timeframe,
• investigate the issues raised, and
• aim to respond with findings and any proposed resolution.

11.3 Escalation
If you remain dissatisfied after our internal process, we will provide information on other routes available, which may include professional bodies or other relevant organisations, depending on the nature of your complaint.

12. LIABILITY

12.1 Duty of care
We will provide our Services with reasonable care and skill and in accordance with applicable professional standards.

12.2 Limitations
To the maximum extent permitted by law, we shall not be liable for:

• any indirect or consequential loss or damage,
• loss of earnings, profits, business, or opportunities,
• travel costs, time off work or other incidental costs associated with attending or not attending Appointments,
• any loss or damage arising from your failure to follow our advice or instructions.

12.3 We do not exclude certain liabilities
Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence,
• fraud or fraudulent misrepresentation, or
• any other liability that cannot be excluded or limited under English law.

12.4 Your responsibility
You are responsible for:

• providing accurate and complete information,
• informing us of changes to your health or medication that may affect treatment,
• following post-procedure advice and seeking further medical care if advised.

13. INTELLECTUAL PROPERTY

13.1 Ownership
All content on our website and materials we provide (including text, graphics, logos, photographs, icons, videos, and digital documents) are owned by or licensed to us and are protected by copyright and other intellectual property rights.

13.2 Permitted use
You may:

• view the website,
• print or download extracts for your personal, non-commercial use.

You must not:

• copy, reproduce, distribute, or exploit our content for commercial purposes without our written permission.

14. DATA PROTECTION & PRIVACY (GDPR)

14.1 Data controller
For the purposes of data protection laws in the UK, EWR Healthcare Ltd is the data controller of personal information we collect and use.

14.2 What we collect
We may collect and process information including:

• contact details (name, address, phone, email),
• date of birth and basic demographic information,
• medical history and clinical notes relevant to ear care,
• payment and billing information,
• communication records (e.g. emails, WhatsApp messages, booking notes).

14.3 How we use your data
We use your personal data to:

• manage bookings and Appointments,
• provide clinical care,
• send confirmations and reminders,
• handle payments and invoices,
• manage complaints and quality assurance,
• comply with legal and regulatory obligations,
• (where you consent) send marketing or newsletters.

14.4 Third-party processors
We may share your data with trusted third-party providers solely for the purposes above, such as:

• Calendly (scheduling platform),
• website hosting providers and plug-in providers,
• payment processors,
• secure clinical record systems,
• email/SMS/WhatsApp communication platforms,
• professional advisors (e.g. accountants, legal advisers).

These parties act as data processors under our instructions and are subject to contractual obligations to protect your data.

14.5 Medical confidentiality
Clinical records are handled with strict confidentiality and retained only for as long as necessary in line with professional regulations and legal requirements.

14.6 Your rights
You have rights under data protection law, including:

• the right to access your personal data,
• the right to request correction of inaccurate data,
• in certain circumstances, the right to request deletion or restriction of processing,
• the right to object to certain types of processing (including marketing),
• the right to data portability.

For full details, please refer to our separate Privacy Policy available on our website.

15. THIRD-PARTY SERVICES & PLUG-INS (INCLUDING MAILCHIMP, CALENDLY, ETC.)

15.1 Use of integrations
We may use various integrations and plug-ins (such as Calendly, Mailchimp, analytics tools, and website builders) to:

• manage bookings and teams,
• send emails, newsletters or updates,
• analyse website performance and improve user experience.

15.2 Third-party terms
Your use of these integrated services may be subject to the third-party’s own terms and privacy policies. We recommend that you review those documents carefully.

15.3 Data sharing
Where we share your data with these services, it is for the purposes set out in these Terms and our Privacy Policy (e.g. sending booking confirmations, newsletters where you have opted in, etc.).

16. CHANGES TO THESE TERMS

16.1 Updates
We may update these Terms from time to time to reflect:

• changes in our Services,
• updates to law and regulation,
• updates to our systems, plug-ins or third-party services.

16.2 How you will know
Updated terms will be posted on our website with the “Last updated” date at the top. Where changes are material, we may also notify you by email or display a notice on the website.

16.3 Continued use
By continuing to use our website, make bookings or receive Services after changes take effect, you are deemed to have accepted the updated Terms.

17. GENERAL

17.1 Entire agreement
These Terms, together with any additional written agreements or clinical consent forms you sign, constitute the entire agreement between you and us in relation to your use of our website and Services.

17.2 Severability
If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17.3 No waiver
Any failure or delay by us to enforce a right or provision under these Terms shall not constitute a waiver of that right or provision.

17.4 Assignment
We may transfer our rights and obligations under these Terms to another organisation. You may not transfer your rights under these Terms without our written consent.

17.5 Governing law and jurisdiction
These Terms and any dispute or claim arising out of them are governed by the laws of England and Wales.
Both parties agree that the courts of England and Wales will have exclusive jurisdiction.

18. CONTACT

If you have any questions about these Terms, please contact us at:

EarWaxRemovals.com
Email: info@earwaxremovals.com
Telephone / WhatsApp: +44 7780 875308
Address: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF