1. Booking Deposit & Appointment Security

To reserve every home appointment, SoundBack Ear Care requires a refundable booking deposit. As a mobile domiciliary healthcare provider, we allocate dedicated travel time, specialist equipment and clinical availability specifically for your booking.

The booking deposit protects against fraudulent bookings, incorrect addresses, last-minute cancellations and missed appointments while ensuring your preferred appointment slot remains reserved.

• If ear wax removal treatment is performed, your booking deposit is deducted from the final amount payable.
• If our clinical examination confirms that no ear wax requiring removal is present, your booking deposit will be refunded in full.
• The initial otoscopic examination, assessment and professional advice do not attract a separate mandatory consultation fee.

2. Cancellation, Rescheduling & Notice Periods

Appointments may be cancelled or rescheduled free of charge provided we receive at least 48 hours' notice before your scheduled appointment time.

Where less than 48 hours' notice is provided, the booking deposit will be retained to cover reserved clinician time, travel planning and operational costs already committed to your appointment.

3. Missed Appointments (No-Shows)

If our clinician arrives at the agreed appointment address and the patient is unavailable, refuses entry, cannot be contacted within a reasonable period, or is otherwise not present for the scheduled appointment, this will be treated as a no-show.

As a mobile healthcare provider, significant travel time, fuel costs and clinical appointment time have already been committed before arrival. For this reason, the booking deposit will be retained and the right to reclaim that deposit is forfeited.

Should you wish to arrange another appointment, a new booking deposit will be required to reserve a future clinical visit.

4. Refund Status for Active Subscription Cycles

All successfully processed subscription payments are strictly non-refundable once collected.

If you cancel your subscription during an active billing period, your membership will remain active until the end of the current paid cycle. During this time you will continue to receive all benefits included within your selected plan.

Partial refunds, unused time credits and pro-rated reimbursements are not available once payment has been processed.

5. Unused Home Visits

Home visits, maintenance appointments and ear cleaning sessions included within a subscription must be used during the applicable billing period.

Unused appointments do not roll forward into future billing cycles and are forfeited when the current billing period expires or the subscription is terminated.

6. Failed Payments & Clinical Suspension

If a recurring subscription payment cannot be successfully collected, your membership and any associated priority home-visit booking privileges may be temporarily suspended until payment has been received.

If a valid payment method is not provided within 7 business days, SoundBack Ear Care reserves the right to cancel your subscription, release any reserved appointment allocations and discontinue recurring services without further notice.

7. General Policy Notes

• Booking deposits are deducted from the cost of treatment whenever ear wax removal is successfully carried out.
• If our clinician confirms during the initial otoscopic examination that no ear wax requiring removal is present, your booking deposit will be refunded in full.
• The initial examination and professional clinical advice do not carry a mandatory consultation fee.
• Booking deposits are retained only where this policy specifically provides, including late cancellations, missed appointments (no-shows) and other circumstances outlined above.
• Nothing contained within this policy affects your statutory consumer rights under the laws of England and Wales.