Website Terms & Conditions and Service Terms

1. Introduction and acceptance of these terms

These Terms and Conditions (“Terms”) govern your use of the Independent Hearing Services website at https://www.independenthearing.com/ (“Website”) and set out general terms relevant to enquiries and services arranged with Independent Hearing Services.

By accessing or using the Website, you agree to these Website Terms. If you do not agree, you should not use the Website.

The Website is currently primarily informational. It may allow you to submit an enquiry or request a callback, but appointments are arranged and confirmed by telephone or other direct communication with Independent Hearing Services. The Website does not currently accept online payments.

These Terms should be read together with our Privacy Policy, Cookie Policy, any appointment confirmation, quotation, product warranty, manufacturer terms, consent or assessment documentation, and any specific terms provided before you agree to purchase a product or service.

Nothing in these Terms excludes or restricts rights that cannot lawfully be excluded under UK consumer law.

2. About Independent Hearing Services

Independent Hearing Services
323 New Road, Ferndown, Dorset,
BH22 8EJ, United Kingdom
Telephone: 01202 861522
Email: info@independenthearing.com
Website: https://www.independenthearing.com/

References to “Independent Hearing”, “we”, “us” or “our” mean Independent Hearing Services. References to “you” or “your” mean a Website user, prospective client, client, customer or person purchasing or receiving a service or product, as applicable.

3. Purpose of the Website

The Website provides general information about Independent Hearing Services and services that may include hearing assessments, hearing aids, hearing-aid support and repairs, ear-wax services, home visits and related hearing-care services.

Website information is provided to help you understand our services and contact us. It is not a substitute for an individual assessment and does not constitute medical diagnosis or personalised medical advice.

Availability, suitability, prices, appointment times, products and services may change. A Website description does not guarantee that a particular service or product is suitable or available to you.

4. Website enquiries and callback requests

The Website may allow you to submit an enquiry or request a callback.

Submitting a form does not create a confirmed appointment, guarantee availability, reserve a time slot or by itself create a contract for a hearing-care service or product.

You should provide accurate contact information so that we can respond. You must not use forms to submit fraudulent, abusive, unlawful or malicious content.

Please do not submit unnecessary medical information, passwords, identification documents or complete payment-card details through a general Website enquiry. Where detailed health or hearing information is required, we may request it through an appropriate assessment or consultation process.

5. Appointment arrangements and confirmation

Appointments are currently arranged and confirmed by telephone or other direct communication with Independent Hearing Services.

An enquiry, callback request or discussion about possible dates does not constitute a confirmed appointment unless we expressly confirm the appointment.

You are responsible for checking the date, time, location and nature of the appointment communicated to you and for telling us promptly if any material information is incorrect.

Where a home visit is agreed, you are responsible for providing an accurate address and reasonable access information necessary for the visit.

6. Formation of contracts for services and products

A contract for a service is formed when we accept your booking or otherwise agree to provide the relevant service on stated terms.

A contract for a product is formed when we accept an order or purchase arrangement and agree the product, price and any material terms with you.

Specific terms communicated in connection with a particular appointment, quotation, hearing aid, repair, warranty or other product or service will form part of the relevant contract. If a specific agreed term conflicts with these general Terms, the specific term will apply to the extent of that conflict.

We may decline to accept a booking or proposed transaction before a contract is formed for legitimate reasons, including availability, suitability, safety, inability to supply a product, legal or professional requirements, or serious previous misuse or abusive conduct. We will not unlawfully discriminate.

7. Prices and payment

The Website does not currently collect or process online payments.

Prices displayed on the Website, if any, are intended to provide information and may be updated prospectively. The applicable price for a service or product will be the price confirmed or otherwise agreed in connection with the relevant appointment or purchase, subject to correction of obvious errors before a binding agreement is made.

Payment arrangements will be communicated directly where applicable. You must use a payment method accepted by Independent Hearing Services.

Nothing in these Terms permits us to charge undisclosed fees. Any material charge or payment condition should be communicated before you become bound by it.

8. Cancellations, rescheduling and missed appointments

If you need to cancel or reschedule an appointment, please contact Independent Hearing Services as soon as reasonably possible by telephone or another contact method we have agreed.

Independent Hearing Services has not specified a fixed cancellation fee or no-show charge in these Website Terms. We will not impose an undisclosed charge.

If a specific cancellation, deposit or missed-appointment policy applies to a particular service, it should be communicated to you before the relevant booking is confirmed.

We may consider repeated missed appointments or late cancellations when deciding whether and on what reasonable terms to accept future bookings.

Nothing in this section limits any statutory cancellation rights that apply to a particular contract.

9. Cancellation or changes by Independent Hearing Services

We may need to cancel, postpone, reschedule or modify an appointment because of illness, staff availability, equipment issues, safety concerns, severe weather, access problems, emergencies or other circumstances affecting our ability to provide the service.

We will take reasonable steps to contact you using the details available to us and, where practicable, offer an alternative arrangement.

If we have received payment for a service that we cancel and do not provide, and no acceptable alternative is agreed, any refund entitlement will be handled in accordance with the contract and applicable law.

10. Late arrival

If you arrive late, we will make reasonable efforts to provide the planned service where this can be done safely and without materially affecting other appointments.

Depending on the service and available time, we may need to shorten, reschedule or cancel the appointment. Any financial consequences will depend on the circumstances, any specific terms disclosed before booking and applicable consumer law.

11. Hearing assessments and clinical information

Hearing assessments and related services may require information about your hearing, symptoms, medical history, medications and other circumstances relevant to safe and appropriate care.

You should answer reasonable assessment questions accurately and tell us about relevant changes. Withholding or materially misrepresenting information may affect our ability to assess suitability or provide an appropriate service.

Assessment findings and recommendations are based on the information available and the assessment performed at the relevant time. Hearing and health needs can change, and further medical or specialist assessment may sometimes be recommended.

12. Medical referral and scope of service

Independent Hearing Services provides hearing-care services within its professional competence and scope.

Where symptoms, assessment findings or other circumstances indicate that medical evaluation may be appropriate, we may recommend that you consult your GP, an ENT specialist or another appropriately qualified healthcare professional.

We may postpone, modify or decline a service where we reasonably consider that medical assessment, further information or another form of care is appropriate before proceeding.

Website information and hearing-care services do not replace emergency or specialist medical care where that is required.

13. Ear-wax services

Where ear-wax assessment or removal services are provided, suitability will depend on individual circumstances and the method proposed.

You must disclose relevant information reasonably requested, including ear conditions, previous surgery, perforations, infections, pain, discharge, relevant medication and previous complications.

We may decline, postpone, stop or modify an ear-wax procedure where we consider this reasonably necessary for safety, professional or clinical reasons.

No procedure can be guaranteed to remove all wax in every case or resolve symptoms caused by another underlying condition. Further appointments or medical assessment may sometimes be required.

14. Hearing aids and other hearing products

Recommendations for hearing aids or related products may take account of hearing assessment results, communication needs, lifestyle, preferences, physical suitability, technology, features and budget.

Product availability, specifications and manufacturer ranges may change.

Where you purchase a hearing aid or other product, the specific model, price, included services, warranty and other material terms should be confirmed as part of the purchase arrangement.

Hearing-aid benefit varies between individuals. Adaptation, fitting adjustments, follow-up appointments and appropriate use may be required. We do not guarantee that a device will restore normal hearing or produce an identical outcome for every person.

15. Hearing-aid fitting, programming and aftercare

Hearing aids may require individual fitting, programming and adjustment.

You should follow reasonable instructions concerning use, care, cleaning, charging or batteries, storage and maintenance.

If you experience discomfort, poor fit, unexpected performance issues or another concern, contact us so that the issue can be assessed.

The extent and duration of included aftercare, if any, will be as communicated in connection with the relevant purchase or service.

16. Repairs, servicing and manufacturer involvement

Hearing aids and related devices may require inspection, servicing or repair by Independent Hearing Services, a manufacturer, laboratory or specialist repair provider.

Repair times are estimates unless expressly guaranteed. Delays may occur because of parts availability, manufacturer processes, shipping or technical complexity.

Before chargeable work is undertaken, material charges should be communicated where reasonably practicable.

We are not responsible for pre-existing damage, ordinary wear and tear, misuse or matters outside our reasonable control, except where applicable law provides otherwise.

17. Warranties and manufacturer guarantees

Products may benefit from manufacturer warranties or guarantees. The duration, scope, exclusions and claims process will depend on the relevant product and warranty terms.

A manufacturer warranty is additional to, and does not replace or reduce, statutory rights you may have against the seller under UK consumer law.

Damage caused by misuse, unauthorised modification, loss, accidental damage, consumable wear or failure to follow reasonable care instructions may fall outside a manufacturer warranty, depending on its terms.

18. Home visits

Home visits may be available by arrangement and subject to location, availability, suitability and the nature of the requested service.

You must provide accurate address and access information and take reasonable steps to provide a safe environment for the visit.

We may postpone, stop or decline a home visit where access is unsafe, conditions create a material health or safety risk, appropriate services cannot reasonably be provided in that environment, or another legitimate concern exists.

Any home-visit charge should be communicated before you become bound to pay it.

19. Treatment and service suitability; right to refuse or stop

We may decline, postpone, modify or stop a service where reasonably necessary because of clinical concerns, contraindications, insufficient information, inability to obtain valid consent, health or safety risks, safeguarding concerns, abusive conduct, professional limitations, equipment limitations, legal requirements or another legitimate reason.

We will not unlawfully discriminate.

Where a service is stopped after it has begun, any payment or refund issue will be considered in light of the service supplied, the reason for stopping and applicable consumer law.

20. Results and expectations

Hearing-care outcomes vary between individuals.

Hearing assessments provide information based on the assessment performed at that time. Hearing-aid performance depends on factors including the nature and degree of hearing loss, individual auditory processing, device selection, fitting, adaptation, listening environments and use.

Ear-wax services may require more than one appointment and symptoms may have causes unrelated to wax.

Nothing in these Terms limits our legal obligation to provide services with reasonable care and skill.

21. Consumer rights

Nothing in these Terms excludes or restricts your statutory rights.

Under the Consumer Rights Act 2015, services supplied to consumers must be performed with reasonable care and skill. Information about the trader or service that is taken into account by the consumer may be binding where the Act provides. Where price or time for performance has not been fixed, statutory requirements concerning reasonable price and reasonable time may apply.

Goods supplied to consumers must meet applicable statutory standards, including requirements concerning satisfactory quality, fitness for purpose and conformity with description, where relevant.

Statutory remedies may include repair, replacement, repeat performance, price reduction, rejection or refund depending on the type of contract, circumstances and applicable legal requirements.

22. Distance and off-premises contracts

Where a consumer contract is concluded at a distance or away from our business premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may provide cancellation rights, subject to statutory exceptions and conditions.

The existence and effect of a cancellation right depends on the nature of the contract, how it was concluded, whether services have begun, whether goods are personalised or otherwise exempt, and other statutory factors.

Where applicable, required pre-contract information and cancellation information should be provided before the consumer is bound.

Nothing in these Terms removes a statutory cancellation right.

23. Refunds

Refund rights depend on the type of product or service, the circumstances and applicable law.

Services already properly performed are not ordinarily refundable merely because a customer changes their mind, without prejudice to statutory rights.

Where a service is not performed with reasonable care and skill or otherwise fails to conform to the contract, statutory remedies may apply.

For goods, including hearing devices, statutory remedies depend on the circumstances and are separate from any manufacturer warranty.

Any specific voluntary trial, return, exchange or satisfaction arrangement offered for a hearing aid or product should be communicated separately and will operate in addition to statutory rights unless expressly and lawfully stated otherwise.

24. Personal data and confidentiality

We process personal data in accordance with our Privacy Policy.

Hearing and health information may constitute special category personal data and will be handled with appropriate care.

Please use the communication channel we specify for detailed or sensitive information and avoid submitting unnecessary medical information through general Website forms.

Our Privacy Policy explains relevant processing, sharing, retention, security and data-protection rights.

25. Children, vulnerable clients and representatives

Where services involve children or vulnerable individuals, we may need to consider capacity, consent, safeguarding, professional requirements and appropriate involvement of parents, guardians, carers or authorised representatives.

We will not disclose confidential information to another person solely because they are a relative, carer or friend. Appropriate authority, consent, capacity and safeguarding considerations will be taken into account.

We may decline or postpone a service where we cannot establish appropriate consent or safely provide the service.

26. Client conduct

Clients and Website users must treat staff and others respectfully.

We may refuse or end services, restrict future bookings, require a person to leave or contact appropriate authorities where reasonably necessary in response to violence, threats, harassment, discriminatory abuse, sexually inappropriate conduct, deliberate damage, fraud or other serious misconduct.

Any payment consequences will be considered fairly in light of services supplied, loss caused and applicable law.

27. Accessibility and reasonable adjustments

We aim to provide services fairly and will consider reasonable adjustments for disabled clients in accordance with applicable equality law.

Please contact us if you have an accessibility requirement relevant to your appointment, communication needs or visit so that reasonable arrangements can be considered.

The availability of a particular adjustment will depend on the circumstances and what is reasonable under applicable law.

28. Intellectual property

Unless otherwise stated, intellectual property rights in the Website and its content are owned by or licensed to Independent Hearing Services.

You may view and make reasonable copies of Website content for personal, non-commercial use.

You must not materially reproduce, republish, sell, commercially exploit, modify or remove proprietary notices from Website content without permission, except where permitted by law.

29. Acceptable Website use and security

You must not use the Website unlawfully, fraudulently or maliciously; introduce viruses or harmful code; attempt unauthorised access; interfere with Website operation; harvest personal data; impersonate another person; submit spam; infringe rights; or conduct unauthorised vulnerability testing.

We take reasonable security measures but do not guarantee that the Website will always be uninterrupted, error-free or completely free from harmful code.

Suspected criminal activity may be reported to appropriate authorities.

30. Third-party websites, manufacturers and services

The Website may contain links to third-party websites or refer to manufacturers, suppliers, mapping services or other external organisations.

Third parties operate under their own terms and privacy practices. We do not control and are not responsible for third-party websites or services, without limiting any responsibility imposed on us by law for our own acts, omissions or use of service providers.

A link or reference does not necessarily constitute endorsement unless expressly stated.

31. Website availability and changes

We may update, change, suspend or withdraw Website content or functionality for maintenance, security, operational, legal or business reasons.

We do not guarantee continuous Website availability. Where possible, we will take reasonable steps to maintain the Website, but interruptions may occur because of maintenance, hosting, telecommunications, cybersecurity incidents or events outside our reasonable control.

32. Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or any liability that cannot lawfully be excluded or limited.

For consumers, we are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. Loss is foreseeable where it was obvious that it would happen or both parties knew it might happen when the contract was formed.

We are not responsible for loss caused solely by inaccurate or material information withheld by you where that information was reasonably necessary to provide the service safely or appropriately, except to the extent applicable law provides otherwise.

Website content is general information and should not be relied upon as a substitute for personalised professional or medical assessment where one is required.

33. Events outside our reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control to the extent permitted by law.

Such events may include severe weather, transport disruption, illness, utilities failures, telecommunications or hosting outages, manufacturer delays, supply-chain disruption or emergencies.

We will take reasonable steps to minimise disruption and communicate material appointment changes where practicable.

34. Complaints

If you have a concern about the Website, an appointment, service or product, please contact us as soon as reasonably possible:

Telephone: 01202 861522
Email: info@independenthearing.com

Please provide sufficient information for us to understand and investigate the concern. We may request additional information where reasonably necessary.

We aim to handle complaints fairly and within a reasonable period.

Nothing in this complaints procedure limits your statutory rights, right to seek independent advice, or access to a court or another legally available dispute-resolution route.

If we are legally required to provide information about an approved alternative dispute resolution entity, or if we voluntarily participate in an ADR scheme, relevant information will be provided. We will not claim membership of an ADR scheme unless factually correct.

35. Changes to these Terms

We may update these Terms prospectively to reflect changes in the Website, services, business practices or law.

The latest version will be published on the Website with an updated date.

Changes will not retrospectively remove rights under a contract already formed unless the change is lawfully effective and, where required, fairly agreed.

36. Severability, waiver and third-party rights

If any provision is found invalid or unenforceable, it will be modified to the minimum extent necessary where legally possible or treated as severed, and the remaining provisions will continue.

A delay in enforcing a right does not waive that right.

Unless expressly stated otherwise, no person other than the parties to the relevant contract has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

37. Governing law and jurisdiction

These Terms and contracts with consumers are governed by the law of England and Wales, subject to mandatory consumer protections that may apply in the consumer’s place of residence.

Consumers resident in England and Wales may bring proceedings in the courts of England and Wales. Consumers resident in Scotland or Northern Ireland retain applicable rights to bring proceedings in their home jurisdiction.

Nothing in these Terms deprives a consumer of mandatory legal protections.

38. Contact us

Independent Hearing Services
323 New Road
Ferndown
Dorset
BH22 8EJ
United Kingdom
Telephone: 01202 861522
Email: info@independenthearing.com
Website: https://www.independenthearing.com/

Publication and implementation note

These Terms have been drafted to reflect the current Website model described to us: the Website does not currently take online payments, and appointments are arranged and confirmed by telephone or direct communication.

Before publication, Independent Hearing Services should verify any business-specific commercial policies not currently stated here, including any fixed cancellation or no-show rules, deposits, home-visit charges, hearing-aid trial or return arrangements, warranty periods, repair charges and any specific complaint or professional-regulatory procedures.

If online booking, online payments, e-commerce, deposits or new digital services are introduced, these Terms and the Privacy Policy should be reviewed and updated before or when those functions go live.

This document is compliance-focused and is not a substitute for legal advice from a solicitor who has reviewed the complete business model, contracts, professional obligations and actual service practices.