Terms of Use and Booking Terms

Earwax Specialist — earwaxspecialist.co.uk Last updated: 31/Aug/2026

1. Who we are

This website and the clinical services described on it are provided by EARWAXSPECIALIST.CO.UK LTD, a company registered in England and Wales under company number 11730989.

• Registered office: Sutton Hearing Care, 1 sutton Oak Corner, Sutton COldfield, B74 2DH
• Trading name: Earwax Specialist (also trading as Birmingham Hearing Care and Sutton Hearing Care)
• Telephone: 0121 369 0780
• Email: info@earwaxspecialist.co.uk
• VAT number: 445520604
• ICO registration number:ZB593238

Our clinics are at:

• Birmingham (Kings Heath) — 310 Haunch Lane, Kings Heath, Birmingham B13 0QS
• Sutton Coldfield (Streetly) — 1 Sutton Oak Corner, Sutton Oak Road, Sutton Coldfield B74 2DH
• Stourbridge — 15–17 Lawn Avenue, Stourbridge DY8 3UR
• Coventry — 312A Charter Avenue, Coventry CV4 8DA
• Solihull (Knowle) — 1619 Warwick Road, Knowle, Solihull B93 9LF
• Hall Green patients are seen at our Kings Heath clinic (B13 0QS). There is no separate clinic in Hall Green.

2. When these terms apply

These terms apply when you use this website and when you book an appointment with us — online through our booking system (Cliniko), by telephone, by WhatsApp, by email or in person. By booking, you agree to these terms.

If you book on behalf of a child, you confirm that you have parental responsibility for them and that you will attend the appointment with them.

3. What our services are

We provide private ear wax removal (endoscopic microsuction, irrigation and manual removal), hearing assessments, hearing aid services and clinician training. Ear wax removal is a clinical procedure carried out by HCPC-registered clinicians. Every appointment starts with an examination. Whether treatment goes ahead, and which method is used, is decided by your clinician at that examination. Booking an appointment is not a guarantee that wax will be removed on the day. Your clinician may decline or defer treatment, or refer you to your GP or an ENT specialist, if that is the safer course — for example where there is infection, recent ear surgery or perforation, sudden hearing loss, or if the wax cannot be removed safely in one visit.

Our services do not replace urgent or emergency medical care. If you have sudden hearing loss, severe pain, bleeding or discharge, contact your GP, NHS 111 or an urgent care service.

4. Prices and what is included

Prices are shown on this website and confirmed when you book. Unless we tell you otherwise at the time of booking, our ear wax removal prices are:

Your appointment fee includes:

• A case history and video otoscopy examination, shown to you on screen;
• Removal of ear wax by the method your clinician judges appropriate;
• A post-procedure check, including tympanometry where appropriate;
• Aftercare advice and, where needed, a referral letter to your GP or ENT.

Prices include VAT where applicable. There are no hidden charges. If your clinician recommends a second visit because the wax needs softening first, that follow-up appointment is free of charge.

5. If no wax is found

If your clinician examines you and finds no wax requiring removal, you pay the £20 examination fee only, not the removal fee. We will explain what we found and advise on next steps or onward referral. Any deposit you paid is applied to the £20 fee and the difference is refunded to you 

6. Booking and deposits

When you book online you will be asked to pay a deposit of [£20] . The deposit secures your appointment and is deducted from your final bill. The balance is paid at the clinic by card or cash after your appointment.

You will receive a confirmation by email and/or text. Please check the clinic, date and time carefully and contact us straight away if anything is wrong.

Same-day and next-day appointments are subject to availability and clinical suitability.

7. Cancelling or changing your appointment

You can cancel or reschedule free of charge if you give us at least 24 hours’ notice. You can do this:

• online, using the link in your confirmation email;
• by calling 0121 369 0780 (Monday to Saturday, 8.30am–5pm);
• by emailing info@earwaxspecialist.co.uk.

If you cancel with at least 24 hours’ notice, we will refund your deposit in full to the card you paid with, or transfer it to your new appointment.

If you cancel with less than 24 hours’ notice, or you do not attend your appointment, the full appointment fee is payable. Your deposit is kept and we will invoice you for the balance. We will waive this charge where you can show that you were unable to attend because of illness or an emergency — please tell us as soon as you can.

If we have to cancel or move your appointment, we will tell you as early as possible and offer you an alternative or a full refund of anything you have paid.

8. Your legal right to cancel (Consumer Contracts Regulations 2013)

Because you book at a distance (online or by phone), you have a legal right to cancel within 14 days of booking without giving a reason.

If your appointment falls within those 14 days, then by booking it you are asking us to begin the service within the cancellation period. Once the appointment has taken place, you lose the right to cancel and the full fee is payable. If you cancel before the appointment, section 7 applies.

9. Refunds

Refunds are made to the original payment method within 14 days of us agreeing the refund. We do not refund a treatment that has been carried out because the outcome is not what you hoped for, but if you are unhappy with your care please use our complaints route in section 12 — we will always look at it.

10. Finance

Finance for hearing aids is available through Klarna, subject to status. Klarna’s own terms apply to any finance agreement. Ear wax removal is paid for directly.

11. Children, home visits and accessibility

• We treat children aged 5 and over. A parent or guardian must attend and stay for the appointment. Children under 5 are referred to ENT.
• Home visits are available for patients who are housebound or have reduced mobility, in selected areas, using the same equipment and infection-control procedures as in clinic.
• If you have a mobility need, please tell us when you book so we can direct you to the most suitable clinic or arrange a home visit.12. Complaints

If something has gone wrong, please tell us. Contact the clinic manager on 0121 369 0780 or write to info@earwaxspecialist.co.uk or to our registered office. We will acknowledge your complaint within 3 working days and give you a full response within 20 working days. If we need longer, we will tell you why and when to expect a reply.

13. Your information

We are a healthcare provider and hold clinical records about you. How we collect, use and keep your information is explained in our Privacy Policy at earwaxspecialist.co.uk/privacy-policy/

14. Using this website

The content on this website is general information and is not a substitute for individual clinical assessment. You may not copy or reuse content from this site for commercial purposes without our permission. We try to keep the site accurate and available but do not guarantee that it will be error-free or uninterrupted. Links to third-party sites are provided for convenience; we are not responsible for their content.

15. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for anything else that cannot be limited by law. We are not responsible for losses that were not a foreseeable result of our breaking these terms, or for business losses.

16. Changes to these terms

We may update these terms from time to time. The version on this page at the time you book is the one that applies to your booking.

17. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.