Cancellation & Refund Policy

 

Ear Health Care Services Ltd (trading as EARS Clinics)
 

This policy applies to purchases made by phone, email or online for:

1. Ear wax removal appointments (clinic and home visits) and

2. Professional training courses.

​

If you paid using Klarna or another payment method, any approved refunds are returned to the original payment method.

​

1) Definitions

​​

• Appointment: Ear wax removal service delivered in-clinic or via home visit.

• Training Course: Any EARS Clinics professional training course booking.

• Start time: The scheduled start time of your appointment or course.

• Deposit (Training – card payments only): The initial amount paid at booking to secure a training place when selecting pay by card at checkout.

​​

​

2) General booking terms

​​

• Please provide accurate contact details when booking.

• We may contact you to confirm booking details, eligibility (training), or essential information.

• We reserve the right to refuse or stop a service where we believe it is unsafe to proceed or where eligibility criteria are not met.

• Nothing in this policy affects your statutory rights.

​​

​

PART A — Ear Wax Removal Appointments

 

Our ear wax removal appointments are a non-invasive personal ear care service.

​

3) What the appointment fee covers

Your appointment fee covers the professional time and resources allocated to you, including:

• Consultation and ear assessment

• Wax removal where appropriate (e.g., microsuction, irrigation, instrumentation)

• Ear health check at the end of the session

• Use of clinical equipment and consumables

​

If there is little/no wax present, the consultation/assessment and ear health check are still delivered, so the fee remains payable.

​​

​

4) Rescheduling (Ear Wax Removal)

​​

• You may reschedule your appointment once at no charge if you give at least 12 hours’ notice before the appointment start time.

• Additional reschedule requests may be approved at our discretion and may incur an administrative fee.

​​

​

5) Cancellations & fees (Ear Wax Removal)

​​

• Cancel with 12+ hours’ notice: No cancellation fee.

• Cancel with less than 12 hours’ notice: A £20 late cancellation fee applies.

• No-show / failure to attend / unable to access (home visit): The full fee remains payable. For home visits, “unable to access” includes no answer at the address, incorrect address, or access not available at the agreed time.

​​

​

6) If EARS Clinics cancels or reschedules (Ear Wax Removal)

 

If we need to cancel or move your appointment due to clinician availability, safety, or unforeseen circumstances, you can choose:

​

• A rescheduled appointment, or

• A full refund of any prepaid amount

​​

​

7) Refunds (Ear Wax Removal)

 

Refunds are not generally provided after a service has been delivered. This includes situations where:

​​

• Wax is not present or removal is not required

• Wax removal is limited or not completed due to comfort/safety considerations

• A clinical decision is made not to proceed fully to ensure safety

​

Refunds may be considered where there has been a service failure on our side (for example: we cancel and cannot provide a suitable alternative, or we significantly fail to deliver the booked service due to our error), or in exceptional circumstances at our discretion.

​​

​

PART B — Training Courses (Online booking only)

 

8) Booking & payment terms (Training)

 

Training courses are booked online only.

At checkout, customers can choose:

 

A) Pay by card (deposit model)

​​

• A 50% deposit is taken at the time of booking to secure the place.

• The remaining 50% balance must be paid at least 7 days before the course start date/time.

• If the final balance is not paid on time, your place may be released.

​

​

B) Pay with Klarna

​​

• Where Klarna is selected at checkout, payment is processed under Klarna’s payment terms.

• Any refunds (where applicable under this policy) will be processed back via Klarna to the original payment method.

​

​

9) Eligibility confirmation (Training)

​​

• We may contact attendees before the course to confirm eligibility and suitability for the selected training.

• If eligibility requirements or prerequisites are not met (or cannot be evidenced), we may offer an alternative date/course or refuse attendance.

​

​

10) Rescheduling (Training)

​​

• One reschedule permitted if requested 7+ days before course start time.

• Rescheduling is subject to availability.

​

Requests received less than 7 days before start time may result in fees being retained (see section 11), except where required by law.

​

​

11) Cancellations & refunds (Training)

 

If you cancel (Training)

 

Pay by card (deposit model):

​

• The 50% deposit is non-refundable (except where a refund is required by law).

• If you cancel 7+ days before the course start time, any amounts paid above the deposit (if applicable) will be refunded.

• If you cancel less than 7 days before start time, fees may be non-refundable due to trainer time, reserved capacity and preparation costs (except where required by law).

​

Pay with Klarna:

​

• The same cancellation terms above apply to whether a refund is due.

• Where a refund is due under this policy, it will be issued via Klarna back to the original payment method, in line with Klarna’s process.

​

If EARS Clinics cancels (Training)

​

If we cancel the course for any reason, you may choose:

• A rescheduled date, or

• A full refund, including any deposit paid (or, if paid via Klarna, refunded via Klarna)

​

​

12) Attendance & certification (Training)

​​

• Full attendance is required to receive certification (where applicable).

• Late arrival, early departure, or missed modules may result in no certification and no refund.

​

​

13) Special requirements (Training)

 

Please notify us at booking of any accessibility needs, medical considerations, dietary requirements (if applicable), or other requirements so we can advise what can reasonably be accommodated.

​

​

PART C — Klarna and other payment methods

 

14) Klarna orders, capture and refunds

 

Where Klarna is used:

• We will only capture the Klarna order after the service has been delivered (after the appointment has taken place or after the training has been provided), in line with Klarna’s guidelines.

• Where a refund is approved under this policy, it will be processed back to the original payment method via Klarna.

​

​

15) Contact us

 

To cancel, reschedule, or ask questions about this policy:

 

Email: info@earhealthservice.co.uk
Phone: 0141 482 7004
Website: www.earhealthservice.co.uk

​

​